Shame on you VM

[Russ]

http://www.thesun.co.uk/sol/homepage...ient-told.html

Unfortunately I am not surprised by this in the slightest. Goes to show that the NTL 'Traffic Warden' mentality is still alive and well in Virgin Media.

[Sirius]

Originally Posted by Russ

http://www.thesun.co.uk/sol/homepage...ient-told.html

Unfortunately I am not surprised by this in the slightest. Goes to show that the NTL 'Traffic Warden' mentality is still alive and well in Virgin Media.

Additionaly

A spokesperson said: “We will bring Mr Allen’s contract to a close as requested, but will also speak to him to understand if he’d like to keep his mobile and current phone number so he can stay in touch with family and friends.”

[Russ]

I saw that but it's just damage limitation. The initial reaction is what we'd have come to expect from NTL 10 years ago.

[Sirius]

Originally Posted by Russ

I saw that but it's just damage limitation. The initial reaction is what we'd have come to expect from NTL 10 years ago.

Agreed

[martyh]

So a dying man phoned up to end a contract ,this was refused by first line reps escalated to senior managers who are possibly the only staff with the authority to end the contract anyway ,and hey presto the contract is ended .Did the Sun have a few spare column inches today ?

[Sirius]

Originally Posted by martyh

So a dying man phoned up to end a contract ,this was refused by first line reps escalated to senior managers who are possibly the only staff with the authority to end the contract anyway ,and hey presto the contract is ended .Did the Sun have a few spare column inches today ?

No phones to hack

[martyh]

Originally Posted by Sirius

No phones to hack

that'll be it then

[TbGbe]

Originally Posted by martyh

So a dying man phoned up to end a contract ,this was refused by first line reps escalated to senior managers who are possibly the only staff with the authority to end the contract anyway ,and hey presto the contract is ended .Did the Sun have a few spare column inches today ?

I know it is in the Sun - so take with pinch of salt - but my take on the story was that the response from the spokesperson was AFTER being contacted by the reporter - not a response given to the customer.

And the company wouldn’t budge, even when Terence offered to send in written medical evidence of his prognosis.

Thus it was a reaction to the publicity and not "normal practice".

[Chad]

Sorry to hear about this guys trouble, especially if the events which took place happened exactly as reported.

The Sun is becoming a great alternative to The Citizens Advice Bureau. Plus, unlike Citizens Advice, The Sun will pay to hear your tales of despair.

Would The Sun have been as helpful if the poor guy wasn't dying?

[BenMcr]

Originally Posted by TbGbe

I know it is in the Sun - so take with pinch of salt - but my take on the story was that the response from the spokesperson was AFTER being contacted by the reporter - not a response given to the customer.

And the company wouldn’t budge, even when Terence offered to send in written medical evidence of his prognosis.

Thus it was a reaction to the publicity and not "normal practice".

But again, depends which part of VM responded to his offer to send in details - also it doesn't say he did send them in, just that he offered to, so it's an expectation of shifting the stance without confirmation

There certainly does seem to have been a better way to handle it, but at the same time, not everyone tells the truth when trying to get out of paying things

[carlwaring]

Originally Posted by martyh

So a dying man phoned up to end a contract ,this was refused by first line reps escalated to senior managers who are possibly the only staff with the authority to end the contract anyway ,and hey presto the contract is ended .Did the Sun have a few spare column inches today ?

Sounds about right

[thenry]

Originally Posted by Chad

Sorry to hear about this guys trouble, especially if the events which took place happened exactly as reported.

The Sun is becoming a great alternative to The Citizens Advice Bureau. Plus, unlike Citizens Advice, The Sun will pay to hear your tales of despair.

Would The Sun have been as helpful if the poor guy wasn't dying?

would there of been an issue if he wasn't dying?

[Chad]

Originally Posted by thenry

would there of been an issue if he wasn't dying?

My point being if someone phoned Virgin to cancel their mobile contract due to being made redundant, and Virgin refused to help just like in the dying mans case, the redundant person wouldn't get the same support from The Sun. I'd be surprised if The Sun gave 2 hoots.

[thenry]

thats a whole different issue. VM have cut back plans for that.

may be guesswork white lies and all was part of the stance the agent took but it does need addressing somehow. all ISP need to take note of this, it isnt just VM, at least VM have really nice people in high positions at the company willing to go the extra mile if possible.

sending in medical/death proof isnt nice but the world turns and we have to as well.

[Russ]

Originally Posted by Chad

My point being if someone phoned Virgin to cancel their mobile contract due to being made redundant, and Virgin refused to help just like in the dying mans case, the redundant person wouldn't get the same support from The Sun. I'd be surprised if The Sun gave 2 hoots.

In fairness it is at least possible to recover from redundancy.

I'm sure people try to pull all kinds of stunts to get out of their contract and VM, just as any similar company needs to have measures in place to protect its interests.

But the guy offered to supply proof. From my time working at NTL, had I been the agent I would have gone and spoken to the highest level manager available about this. And if that person had still refused to help then it would have shown them out to be the shoddy company everyone thought they were during the 'free internet' days.