Stupid Stupid Virgin Media...

[XFS03]

Originally Posted by Kellargh

I agree that it is difficult to trust anyone who asks for any information over the phone, but it just wouldn't be possible to fix certain issues without it.

So you'll have a constant fault ridden service :/

As others have mentioned, if you ring up & are told that they will get back to you, then you are expecting a call from VM.

This thread is about VM cold calling you for no apparent reason, other than they think they have to, to comply with the DPA. It's got nothing to do with fixing faults or changing packages.

.

[mandrake]

Re: Stupid Stupid Virgin Media...
I agree that it is difficult to trust anyone who asks for any information over the phone, but it just wouldn't be possible to fix certain issues without it.

So you'll have a constant fault ridden service :/


whats new? we already have a constant fault ridden service, been like it since ntl changed it name to virgin media.

as for giving out confidential information to someone cold calling, thats a no no, having been the victim of id theft, theres no way anyone gets any private or personel information from a cold call

[foreverwar]

I'm old fashioned that way - if I ring them, happy to give out the details to confirm who I am.

If they ring me, why should I - they are ringing me; they should have to confirm who they are.

The password you set up on the account is to identify you to VM, Not all accounts have them its down to the individual. Regardless if its you calling VM or them calling you they still need to identify who they are talking to. This is the first place people would be slating VM if the sales departement called spoke to just anyone and they arranged the install of a service without the account holders permission with a 12 month contract.

They can't win, I do agree its stupid asking the full password. They should do what the banks do and ask for 3 random letters from it. This would be the sensible middle ground.

[bonzoe]

Well, I don't expect they will ring me because I never set up a password on my account - would just be another password to forget! They have other ways to identify you.

[voddyman]

Originally Posted by spankysmagicpian

After leaving Sky ages ago, there was a spate of phone calls from Sky asking me to come back. I wasn't happy and the calls, most of the time, went like this.

Sky: Hello this is Sky Television calling wondering if you'd be interested in some of out special offers. Before I can continue, I'd be grateful if you could confirm your name, details and security password.

Me: Why?

Sky: for security reasons so we can be sure that we are talking to the right person

Me: You phoned me at my house - you should have the details. You should tell me the details and the password so I know that you are Sky

Sky: we can't continue without you confirming your details so we know who you are.

Me: So you phoned ME, on MY telephone number, in MY House. Do you think I am a burglar who just broke in a while ago and decided to answer the phone whilst I was clearing the house out of valuables? It's you who could be anyone....

This happened a few times and needless to say, they haven't phoned since then.

the very same thing happened to me spanky and they got virtually the same answers back,it was only on the last call when i told them do not phone me back again as there is NO WAY that i will be giving out personal information,not heard from them since

[dragon]

Originally Posted by Kellargh

This is absurd.

I'll give you all an example to debate on, because I don't really appreciate muppet comments when we have to follow DPA - it's the law.

I call a customer, say for example, called Mr Smith regarding a fault he's reported with missing channels - and it's a package issue on the account. A man answers the phone. I ask to speak to 'Mr Smith' and he claims that he is. I change personal details on the account to fix the problem, but it causes the cost of his bill to increase every month.

The next week, an angry Mr Smith calls in that his bill is higher and he hasn't requested to change anything, cancels his service to go somewhere else.

HOW do we clarify who we are speaking to if we don't ask DPA?

If I was Mr smith I'd probably ask you to put a note on the account that you called and then I'd phone back the normal published customer services number who should be able to lookup the note and put me though to you.

[bonzoe]

Seems to me that a lot of business is using the DPA as an excuse for getting info from the gullible public without offering any legal argument other than it is a requirement of DPA. Which part of the DPA applies? Do they offer a full quoted reference backed up with a solicitor's explanation? - NO.

Anyone who quotes the DPA in an effort to extract information from me will get a frosty reception, I will protect my data!!

[Magilla]

Originally Posted by lostandconfused

Are you ex-telewest or ex-ntl? If its ex-ntl it wouldnt really matter if you gave them your email adress and password.

Telewest.

[grabbi]

Originally Posted by Kellargh

This is absurd.

I'll give you all an example to debate on, because I don't really appreciate muppet comments when we have to follow DPA - it's the law.

I call a customer, say for example, called Mr Smith regarding a fault he's reported with missing channels - and it's a package issue on the account. A man answers the phone. I ask to speak to 'Mr Smith' and he claims that he is. I change personal details on the account to fix the problem, but it causes the cost of his bill to increase every month.

The next week, an angry Mr Smith calls in that his bill is higher and he hasn't requested to change anything, cancels his service to go somewhere else.

HOW do we clarify who we are speaking to if we don't ask DPA?

Ask what services they have? Ask how they usually pay their bills? Ask what the normal Bill amount is, or what the last bill amount was? Ask for things the Bill payer will know, but not things that could be used in a way in which peoples security could be put at risk.

Then, if the REAL Mr. Smith calls up and complains about having the wrong amount on his bill, then tell them that someone in their household has been impersonating the Bill Payer, and has broke the law.

And if your in Faults, why are you issuing someone with a higher package? Is that not sales that should do that? Thus, you pass them to sales, and they have to give their Account number, name, address, password, just LIKE they had phoned the Sales Dept. themselves.

Simple.

---------- Post added at 02:42 ---------- Previous post was at 02:41 ----------

Originally Posted by XFS03

This thread is about VM cold calling you for no apparent reason, other than they think they have to, to comply with the DPA. It's got nothing to do with fixing faults or changing packages.

.

Thats the best comment in the whole of this thread. Rep added.

[Kellargh]

Even though I am in Faults I also do Customer Services roles - and sales do not add on packages to a current customer - new customers only. The reply was just an example anyway. I also prefer to guarantee that customer that they will have their service whilst I am on the line, thus providing a better service and a happy customer.

We do use 'how do you pay your bill' and 'what services do you have?' although standard procedure if they have a password set up is to ask them for it.

I don't know, it doesn't matter much more recently with my team for call backs - as faults in Swansea is being relocated to Technical Support roles - yep, no more Swansea faults agents to answer your calls, we will all be in the broadband role by the next few months. See ya on the dark side

[snazzy]

Okay, I'm gonna chip in hear and say they did it to me way back last year, so this is clearly not a new thing. All I can remember is that some one rang, gave me their name, said they were from Virgin and asked me to confirm my pass word. I told them no, and they asked me why? I asked them if this was some kind of a joke and did they seriously expect me to give out person details just like that. I couldn't get it though to this womans head that what she was doing was totally wrong.

Anyway, at the end of the day, I couldn't make her see the stupidity of what she was asking me so I hung up. I did a redial and got the number. I called the number and Virgin did indeed answer the call. They also had a record of the person that called me. I think I kinda told them never to ring me ever again for such information.

had I rang Virgin because I had issues with passwords and so on I could see a need to divulge such information, but for them to ring me and expect me to just hand out the info is ridiculous.

---------- Post added at 11:23 ---------- Previous post was at 11:22 ----------

Originally Posted by XFS03

So, what would VM do if you refused to hand over your personal information over the phone? Cut you off?

See my reply on here.

---------- Post added at 11:27 ---------- Previous post was at 11:23 ----------

Originally Posted by Akia

The password you set up on the account is to identify you to VM, Not all accounts have them its down to the individual. Regardless if its you calling VM or them calling you they still need to identify who they are talking to. This is the first place people would be slating VM if the sales departement called spoke to just anyone and they arranged the install of a service without the account holders permission with a 12 month contract.

They can't win, I do agree its stupid asking the full password. They should do what the banks do and ask for 3 random letters from it. This would be the sensible middle ground.

No No NO NO NO. You do not ring someone and ask for their password. These people called me way back last year one night when I was just sat minding my business watching TV and asked me outta the blue for my password. If you think doing that is a correct procedure I sure as hell wouldn't want you to be my bank manager.

---------- Post added at 11:37 ---------- Previous post was at 11:27 ----------

Before the Virgin people who come on here and jump all over me fro what I have said above. Please remember, this was a cold call outta the blue. The caller asked me for private information that they would have been privy to already. Had this call been expected then yes, I would have been okay giving out the information.

I have to put this in the same perspective as it being a bank ringing and asking the same questions. There's no way on Gods earth I'd give it out. You can say what you want about my post, but get it into perspective. We are talking about cold calling are we not? We are not talking about following up complaints or what ever.

[dragon]

Originally Posted by snazzy

Okay, I'm gonna chip in hear and say they did it to me way back last year, so this is clearly not a new thing. All I can remember is that some one rang, gave me their name, said they were from Virgin and asked me to confirm my pass word. I told them no, and they asked me why? I asked them if this was some kind of a joke and did they seriously expect me to give out person details just like that. I couldn't get it though to this womans head that what she was doing was totally wrong.

Anyway, at the end of the day, I couldn't make her see the stupidity of what she was asking me so I hung up. I did a redial and got the number. I called the number and Virgin did indeed answer the call. They also had a record of the person that called me. I think I kinda told them never to ring me ever again for such information.

had I rang Virgin because I had issues with passwords and so on I could see a need to divulge such information, but for them to ring me and expect me to just hand out the info is ridiculous.

---------- Post added at 11:23 ---------- Previous post was at 11:22 ----------



See my reply on here.

---------- Post added at 11:27 ---------- Previous post was at 11:23 ----------



No No NO NO NO. You do not ring someone and ask for their password. These people called me way back last year one night when I was just sat minding my business watching TV and asked me outta the blue for my password. If you think doing that is a correct procedure I sure as hell wouldn't want you to be my bank manager.

---------- Post added at 11:37 ---------- Previous post was at 11:27 ----------

Before the Virgin people who come on here and jump all over me fro what I have said above. Please remember, this was a cold call outta the blue. The caller asked me for private information that they would have been privy to already. Had this call been expected then yes, I would have been okay giving out the information.

I have to put this in the same perspective as it being a bank ringing and asking the same questions. There's no way on Gods earth I'd give it out. You can say what you want about my post, but get it into perspective. We are talking about cold calling are we not? We are not talking about following up complaints or what ever.

Quite right to.... Yes in this case it was virgin media, however it could have just as easily been someone pretending to be VM to get the info....

[Mick The Gwailo]

You couldn't make it up, could you ;p

VM are cold calling asking for private info....

.... and invoking the Date PROTECTION Act ....



/What am I missing ;p ... there's no Data Protection in giving out
personal details to cold callers .. whoEVER they (might) be ? ? ?

[moaningmags]

Credit services used to call me every month as I was always a month behind.
Hi Mrs it's so n so from credit services, can you confirm the 1st line of your address, postcode and password please?
Ermm, no!
But I need to confirm that you are Mrs.
Who are you?
So n so at credit services in Telewest.
How do I know that? You could be a disgruntled ex-employee phoning random customers asking for information relating to my account.
But but but
and on it goes
This happened every month for about 2 years, was funny as they called asking for me using my maiden name and the kids would say there's no Miss so n so here. Finally after 7 years, sent them a copy of marriage certificate and set up direct debit so no more calls.

Mags