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dmarook · 15-12-2007, 00:27

Got it sorted after 2 calls to broadband support and one call to customer support. The first Indian chap at broadband support sent me to Cust support after singing his tune about charging 25p per min and taking about 5 mins to go through my account details. It was quite clear at the end of our conversation that he had absolutely no idea what he was talking about and no understanding of what my problem was. He sounded very releaved to be able to say 'Please call customer service sir, they will be able to sort out all your problems.' So off I went to 150. The Indian lady patiently took my account details, and then told me I am on the 4 Meg pack (which I already knew, surprise, surprise!!) and if I feel I have any problem with my broadband, I should call 0906.... I tried to explain that I have already done that and it was the 0906.. people who have sent me to Cust service. Then she went in to her broken record mode and started repeating that if I feel I have any problem with my broadband, I should call 0906.... After her 3rd loop I gave up, clinched my teeth and dialled 0906.... disparately hoping it's not the same guy that answers. This time though I hit the jackpot. This guy started his 25p tune and as soon as I interrupted him saying that I've already heard that today he promptly took my details and listened carefully to what my problem was. He said he would need the help of cust support to sort out my problem but he would deal with it. He took my contact number and said he would call me back in 10 minutes. Soon I received a call from an English chap from Virgin cust service who told me he is sorting my modem and I should be getting my proper speed with in an hour. After another five minutes I get a call from the 2nd Indian tech guy who tells me that my modem has been flushed and I should restart my modem. I thanked him and promptly rebooted my modem and now I am on 4 Meg as I should be.

I have written all this in detail just to illustrate the fact that there are a few bright lads in the Indian call centre who really understands what they are doing there. It's just pot luck whether you'll catch them or not at the hour of your need.

15-12-2007, 00:27	#7
dmarook cf.member Join Date: Dec 2005 Posts: 20	Re: Does this Modem setting looks right? Got it sorted after 2 calls to broadband support and one call to customer support. The first Indian chap at broadband support sent me to Cust support after singing his tune about charging 25p per min and taking about 5 mins to go through my account details. It was quite clear at the end of our conversation that he had absolutely no idea what he was talking about and no understanding of what my problem was. He sounded very releaved to be able to say 'Please call customer service sir, they will be able to sort out all your problems.' So off I went to 150. The Indian lady patiently took my account details, and then told me I am on the 4 Meg pack (which I already knew, surprise, surprise!!) and if I feel I have any problem with my broadband, I should call 0906.... I tried to explain that I have already done that and it was the 0906.. people who have sent me to Cust service. Then she went in to her broken record mode and started repeating that if I feel I have any problem with my broadband, I should call 0906.... After her 3rd loop I gave up, clinched my teeth and dialled 0906.... disparately hoping it's not the same guy that answers. This time though I hit the jackpot. This guy started his 25p tune and as soon as I interrupted him saying that I've already heard that today he promptly took my details and listened carefully to what my problem was. He said he would need the help of cust support to sort out my problem but he would deal with it. He took my contact number and said he would call me back in 10 minutes. Soon I received a call from an English chap from Virgin cust service who told me he is sorting my modem and I should be getting my proper speed with in an hour. After another five minutes I get a call from the 2nd Indian tech guy who tells me that my modem has been flushed and I should restart my modem. I thanked him and promptly rebooted my modem and now I am on 4 Meg as I should be. I have written all this in detail just to illustrate the fact that there are a few bright lads in the Indian call centre who really understands what they are doing there. It's just pot luck whether you'll catch them or not at the hour of your need.