Retenions

[Spitfire12]

Im on 2MB and while gaming my Ping is 60...When it was NTL it was 20-25..

What i Want to know is..How do i Get a Rentenions Deal so i can Get a Bigger Speeed to See if that is the Problem

Im on 2MB and im in Sale..South of Manchester

[englishpaul]

Im on 2MB and while gaming my Ping is 60...When it was NTL it was 20-25..

What i Want to know is..How do i Get a Rentenions Deal so i can Get a Bigger Speeed to See if that is the Problem

Im on 2MB and im in Sale..South of Manchester

I doubt very much that speakiing to retentions will solve connectivity problems...

[dilli-theclaw]

Quite you need to call technical support to see if you can have your problem sorted out.

[Raistlin]

No, no, no. You're both wrong.....how many times must I say this!

The first step in any connectivity issue is to immediately contact 'retentions' and demand a better package for the same money. If you're on a better package then you're obviously not on the same package that you were on before, so all of your connectivity problems will go away.

Just ring 'em up, tell them that some of your ping times are slow and that if they don't upgrade you you will leave immediately. I wouldn't be surprised if you get a few months free and a massive speed boost.

If they refuse you a free upgrade do be sure to post back here and let us know what bad customer service you received so that we can all note it for future reference.

---------- Post added at 17:34 ---------- Previous post was at 17:34 ----------

Did I forget to say </sarcsam> ?

[DocDutch]

what games you playing and also are you connected through a router?

[cybernetic_tiger]

Im on 2MB and while gaming my Ping is 60...When it was NTL it was 20-25..

A) your still on the NTL Network (physicals have not changed)

B) please remember that ICMP is the lowest priority of packet, it could simply be that a new QOS policy has been implemented.

Are all internet activities affected by the speed issues?

[nfs6600]

Im on 2MB and while gaming my Ping is 60...When it was NTL it was 20-25..

What i Want to know is..How do i Get a Rentenions Deal so i can Get a Bigger Speeed to See if that is the Problem

Im on 2MB and im in Sale..South of Manchester

Or rather than being a cheapskate who is only after cheaper services you could pay the FULL PRICE. If the services are not as you thought then you have every right to downgrade again provided you have a very valid reason.

Customers after cheaper services :td:

[2||Para]

I thought your ping is relative to distance from server is it not?
So would a higher tier improve matters?

[Nedkelly]

Or rather than being a cheapskate who is only after cheaper services you could pay the FULL PRICE. If the services are not as you thought then you have every right to downgrade again provided you have a very valid reason.

:clap::clap:

[Zee]

Why do people make complete load of crap up?
They think soon as the name changes from ntl & Telewest that the entire network has been changed in some way.
Why would calling up disconnections sort out the problem that you're having? Why would a cheaper price sort out the problem also?

[Nedkelly]

There could be problems with the ubr or is it the way the traffic is routed ? How could ringing retentions solve the problem:confused:

[nfs6600]

There could be problems with the ubr or is it the way the traffic is routed ? How cold ringing retentions solve the problem:confused:

because it makes the customer happy :rolleyes: :td:

Hey if you really want to prove its because of your connection speed, why not get a tech out. Pay the full £25 call out charge. He can test your connection with a hot modem. If its down to a faulty modem/cabinet issue then you wont get charged. Simple as that really. If the CST establishes that its because of the speed your on, then upgrade for the FULL PRICE

/rant over

[Nedkelly]

:)Yes i have tested with my 10 meg test modem and it is normally the way the trafffic is routed as i get the same as the customers modem :)

[Bill C]

Im on 2MB and while gaming my Ping is 60...When it was NTL it was 20-25..

What i Want to know is..How do i Get a Rentenions Deal so i can Get a Bigger Speeed to See if that is the Problem

Im on 2MB and im in Sale..South of Manchester


Another one trying to pay less. :rolleyes:

My advise phone faults and let them fix your fault. If you have a fault then upping you speed will NOT fix it.

[Nedkelly]

Before anything is done a fault tech should see if there is a problem .Bill is right :tu:

[Bill C]

I am of the opinion that NO retention deals for faults should be authorized until both Service and network have tried to fix the fault and agree that it should be authorized and then given ONLY until they have fixed it.

[Nedkelly]

Great idea :)

[on in an hour!]

I am of the opinion that NO retention deals for faults should be authorized until both Service and network have tried to fix the fault and agree that it should be authorized and then given ONLY until they have fixed it.
as always bill is on the money...im sick of all these parasites milking money off us,bog off to sky and bt,youll be back with your tail between your legs sooner rather than later!!! and i hope by the time you come back theres a policy that says t*****s like you who left cause we wouldnt reduce your bill will be refused service..

[Spitfire12]

Thx For Clearing my First Question.. Seconf Question...These Look ok

Cable Modem Upstream :
Upstream Lock : Locked
Upstream Channel ID : 6
Upstream Frequency : 46384000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 44.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Downstream :
Downstream Lock : Locked
Downstream Channel Id : 0
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -7.5 dBmV
Downstream SNR : 31.6 dB

These Are from my Modem Config Page.. look ok ?

[r00t]

I am of the opinion that NO retention deals for faults should be authorized until both Service and network have tried to fix the fault and agree that it should be authorized and then given ONLY until they have fixed it.

I would be more inclined to say "should be authorized and then given ONLY after it has been fixed"

And could the OP please post the ping stats. Thank you :)

[Spitfire12]

is

Downstream Receive Power Level : -7.5 dBmV

Causeing my Problems ?

[Nedkelly]

The levels look fine .Do a trace route to the game server to see where you get the lag .I use ping plotter for this :)You might find the lay is not on VMs network

[Spitfire12]

Target Name: N/A
IP: 193.47.83.148
Date/Time: 27/05/2007 19:46:52

1 3 ms 0 ms [192.168.1.1]
2 7 ms 8 ms [10.137.8.1]
3 24 ms 23 ms bagu-t2cam1-a-ge92.inet.ntl.com [80.5.162.1]
4 22 ms 9 ms bagu-t2core-a-ge-wan61.inet.ntl.com [195.182.175.1]
5 22 ms 9 ms man-bb-a-so-700-0.inet.ntl.com [62.253.188.25]
6 10 ms 24 ms lee-bb-b-so-100-0.inet.ntl.com [62.253.185.194]
7 10 ms 20 ms lee-bb-a-ge-000-0.inet.ntl.com [62.253.187.185]
8 40 ms 12 ms nth-bb-b-so-100-0.inet.ntl.com [62.253.185.101]
9 44 ms 14 ms tele-ic-1-as0-0.inet.ntl.com [62.253.184.2]
10 18 ms 15 ms [212.250.14.110]
11 32 ms 82 ms te4-1.telehouse-north.core.enta.net [87.127.236.38]
12 32 ms 33 ms [195.72.129.29]
13 62 ms 67 ms [89.238.128.74]
14 50 ms 71 ms [193.47.83.148]

Ping statistics for 193.47.83.148
Packets: Sent = 2, Received = 2, Lost = 0 (0.0%)
Round Trip Times: Minimum = 50ms, Maximum = 71ms, Average = 60ms


Ping Plotter Results..

[Nedkelly]

Loks like a problem from hop 11 onwards :)

[Akia]

I am of the opinion that NO retention deals for faults should be authorized until both Service and network have tried to fix the fault and agree that it should be authorized and then given ONLY until they have fixed it.

This is the case now, If a customer is suffering from a fault were only allowed to give a one off goodwill credit for loss of service.

[alferret]

Loks like a problem from hop 11 onwards :)

Must be VM's fault tho, surely? :rolleyes:

[Nedkelly]

This is what i got
3 25 ms * 12 ms nott-t2cam2-b-v616.inet.ntl.com [82.13.48.205]
4 19 ms 12 ms 12 ms nott-t3core-1b-ge-110-0.inet.ntl.com [195.182.17
.141]
5 18 ms 16 ms 18 ms nth-bb-b-so-020-0.inet.ntl.com [213.105.174.173]

6 18 ms 17 ms 18 ms tele-ic-1-as0-0.inet.ntl.com [62.253.184.2]
7 25 ms 19 ms 48 ms 212.250.14.110
8 24 ms 18 ms 19 ms te4-1.telehouse-north.core.enta.net [87.127.236.
8]
9 24 ms 18 ms 17 ms access11.enta.net [84.45.252.94]
10 27 ms 19 ms 34 ms 89.238.128.74
11 21 ms 17 ms 17 ms 193.47.83.148

If it has NTL or Telewest at the end then yes but from hop 11 its not

[Bill C]

Must be VM's fault tho, surely? :rolleyes:

How do you make that out ?

[Nedkelly]

Why are people quick to say its VMs fault onece its off there network theres nothing they can do :)

[alferret]

Well Bill its like this you see.

If there is a problem and somthing is amiss then who's the first one a lot of people blame VM.

So i was just saving all those ANTI VM FANBOYS some time by posting such utter drivel.

Hope you see my point if infact there is one :o:

[iglu]

I am of the opinion that NO retention deals for faults should be authorized until both Service and network have tried to fix the fault and agree that it should be authorized and then given ONLY until they have



fixed it.

Bill:

How many weeks? (waiting for the fault to rectified)
How many days off work waiting for the engineers?
How many hours on the phone Mumbai?
How many hours on the phone to Manchester?

We are customers giving VM our hard earned money, we cannot keep giving VM our dosh until they fix the problem.

In my case Manchester (not retentions) gave me compensation.

VM is so outsteached at the moment fixing updated boxes, they cannot fix regular faults (I just lost sound again, I am off to reboot)

[dcclanuk]

I dont know if i missed some1 saying this, but the speed of ur connection HAS NOTHING TO DO WITH PINGS!

I was on 2mb, then 10mb, and on 2mb again, and the ping has always been the same! around 180-200ms to a USA server. Yes that is CRAP, but the fact is, this crap was maintained regardless of the bband speed!

When I was with tiscali/f2s, the same server gave me 130-140ms pings, but thx to ntl/VM i stopped playing now:rolleyes: Could be a blessing in disguise too i guess...

Game: Quake 3 Arena...

[2||Para]

as always bill is on the money...im sick of all these parasites milking money off us,bog off to sky and bt,youll be back with your tail between your legs sooner rather than later!!! and i hope by the time you come back theres a policy that says t*****s like you who left cause we wouldnt reduce your bill will be refused service..


Gotta love the British business ethos. :D

[on in an hour!]

Gotta love the British business ethos. :D

so youre saying what?? that other companies in other countries just give subs credit willy nilly because they phone up and complain about their bill?? yes,there is room for retentions depts in all service provider companies.but they shouldnt be there just to say 'sorry youre not happy with what we are charging you,here,have a month free'.:mad:

[2||Para]

I think it was fairly clear what i was saying.The hint might have been in the smiley at the end :D

If there is a genuine fault with a customers service then i see no reason for them not to get a reduction if VM can't seem to fix it.I also agree that customers phoning up and making up BS faults to get a discount is both wrong and immoral.

[on in an hour!]

I think it was fairly clear what i was saying.The hint might have been in the smiley at the end :D

If there is a genuine fault with a customers service then i see no reason for them not to get a reduction if VM can't seem to fix it.I also agree that customers phoning up and making up BS faults to get a discount is both wrong and immoral.
silly me,not knowing the significance of a smiley at the end of a post,god im thick :D

[2||Para]

silly me,not knowing the significance of a smiley at the end of a post,god im thick :D


See we agree on somethings :D

[r00t]

**Sigh**

r00t@valium:~$ traceroute 193.47.83.148
1: cpc3-brmb4-0-0-cust972.bagu.cable.ntl.com (80.removed.my.IP) 0.295ms pmtu 1500
1: 10.137.156.1 (10.137.156.1) 14.690ms
2: bagu-t2cam1-b-v138.inet.ntl.com (80.5.163.209) 20.051ms
3: bagu-t2core-b-ge-wan63.inet.ntl.com (195.182.175.33) 14.584ms
4: lee-bb-b-so-710-0.inet.ntl.com (213.105.174.73) asymm 5 12.726ms
5: nth-bb-a-so-600-0.inet.ntl.com (213.105.175.133) 19.206ms
6: nth-bb-b-so-200-0.inet.ntl.com (213.105.172.194) 24.316ms
7: tele-ic-1-as0-0.inet.ntl.com (62.253.184.2) asymm 8 31.636ms
8: 212.250.14.110 (212.250.14.110) asymm 12 21.676ms
9: te4-1.telehouse-north.core.enta.net (87.127.236.38) asymm 12 31.904ms
10: 195.72.129.29 (195.72.129.29) asymm 12 20.892ms
11: 89.238.128.74 (89.238.128.74) asymm 19 71.742ms
12: no reply
13: no reply
14: no reply
15: no reply

r00t@valium:~$ ping 193.47.83.148
PING 193.47.83.148 (193.47.83.148) 56(84) bytes of data.
64 bytes from 193.47.83.148: icmp_seq=1 ttl=110 time=51.7 ms
64 bytes from 193.47.83.148: icmp_seq=2 ttl=110 time=53.9 ms
64 bytes from 193.47.83.148: icmp_seq=3 ttl=110 time=50.3 ms
64 bytes from 193.47.83.148: icmp_seq=4 ttl=110 time=76.2 ms
64 bytes from 193.47.83.148: icmp_seq=5 ttl=111 time=56.3 ms
64 bytes from 193.47.83.148: icmp_seq=6 ttl=110 time=50.7 ms
64 bytes from 193.47.83.148: icmp_seq=7 ttl=110 time=51.1 ms
64 bytes from 193.47.83.148: icmp_seq=8 ttl=110 time=50.5 ms
64 bytes from 193.47.83.148: icmp_seq=9 ttl=111 time=51.2 ms
64 bytes from 193.47.83.148: icmp_seq=10 ttl=110 time=68.6 ms

--- 193.47.83.148 ping statistics ---
10 packets transmitted, 10 received, 0% packet loss, time 9017ms
rtt min/avg/max/mdev = 50.300/56.095/76.280/8.548 ms
r00t@valium:~$

[on in an hour!]

See we agree on somethings :D
theres that bloody laughing thing at the end of your post again!!! :D

[2||Para]

Hehe.

Back on topic, how would Virgin deal with people who [once a engineer has visited] have been found to be trying it on? Do they charge people for a wasted engineer call-out if there is no fault found? If not,should they?

[dev]

**Sigh**

r00t@valium:~$ traceroute 193.47.83.148
1: cpc3-brmb4-0-0-cust972.bagu.cable.ntl.com (80.removed.my.IP) 0.295ms pmtu 1500
1: 10.137.156.1 (10.137.156.1) 14.690ms
2: bagu-t2cam1-b-v138.inet.ntl.com (80.5.163.209) 20.051ms
3: bagu-t2core-b-ge-wan63.inet.ntl.com (195.182.175.33) 14.584ms
4: lee-bb-b-so-710-0.inet.ntl.com (213.105.174.73) asymm 5 12.726ms
5: nth-bb-a-so-600-0.inet.ntl.com (213.105.175.133) 19.206ms
6: nth-bb-b-so-200-0.inet.ntl.com (213.105.172.194) 24.316ms
7: tele-ic-1-as0-0.inet.ntl.com (62.253.184.2) asymm 8 31.636ms
8: 212.250.14.110 (212.250.14.110) asymm 12 21.676ms
9: te4-1.telehouse-north.core.enta.net (87.127.236.38) asymm 12 31.904ms
10: 195.72.129.29 (195.72.129.29) asymm 12 20.892ms
11: 89.238.128.74 (89.238.128.74) asymm 19 71.742ms
12: no reply
13: no reply
14: no reply
15: no reply

r00t@valium:~$ ping 193.47.83.148
PING 193.47.83.148 (193.47.83.148) 56(84) bytes of data.
64 bytes from 193.47.83.148: icmp_seq=1 ttl=110 time=51.7 ms
64 bytes from 193.47.83.148: icmp_seq=2 ttl=110 time=53.9 ms
64 bytes from 193.47.83.148: icmp_seq=3 ttl=110 time=50.3 ms
64 bytes from 193.47.83.148: icmp_seq=4 ttl=110 time=76.2 ms
64 bytes from 193.47.83.148: icmp_seq=5 ttl=111 time=56.3 ms
64 bytes from 193.47.83.148: icmp_seq=6 ttl=110 time=50.7 ms
64 bytes from 193.47.83.148: icmp_seq=7 ttl=110 time=51.1 ms
64 bytes from 193.47.83.148: icmp_seq=8 ttl=110 time=50.5 ms
64 bytes from 193.47.83.148: icmp_seq=9 ttl=111 time=51.2 ms
64 bytes from 193.47.83.148: icmp_seq=10 ttl=110 time=68.6 ms

--- 193.47.83.148 ping statistics ---
10 packets transmitted, 10 received, 0% packet loss, time 9017ms
rtt min/avg/max/mdev = 50.300/56.095/76.280/8.548 ms
r00t@valium:~$


looks fine inside the ntl network to me that :confused:

may want to edit your host out of there too

[Nedkelly]

Dev beat me to it as to 2paras question it would be nice to do this but all we do is put notes on the acount so hopefully if they call up they can see what we have done and take it from there :)

[on in an hour!]

Hehe.

Back on topic, how would Virgin deal with people who [once a engineer has visited] have been found to be trying it on? Do they charge people for a wasted engineer call-out if there is no fault found? If not,should they?
theres a standard call out charge if the fault wasnt service affected (litterally not our fault) which is £25,lost smart card £25,damaged box £250 ( i know!!),if its some little old lady you can use your disgression (not official,but most techs do).and if someone just books a fault cos they want a silver box then they get a good skull f**k!! ;)

[Nedkelly]

I was sent out to a job because the customer had spilt water on the modem .When i charged her the £25 callout because they had caused it they said the norm iam off to ________ .Put notes on the account and the customer rang up to complain but retenions did not budge :)

[m044bz00]

I've had around £90 knocked off my account in the last month, Id much rather have the service I have ordered.

£90 for 5 weeks of inconvenience, loss of service, 8 hours of phone calls and waiting for engineers is very cheap

However, some 5 weeks after the problem first occured I'm no futher forward, much more pee'd off and will be after even more money back on Tuesday as well as demanding someone recognises a local issue and there's no 3 week wait before they do.

[iglu]

I was sent out to a job because the customer had spilt water on the modem .When i charged her the £25 callout because they had caused it they said the norm iam off to ________ .Put notes on the account and the customer rang up to complain but retenions did not budge :)

:tu:

[Nedkelly]

Local issues they seem very slow at the moment to reconise these we had one in this aera and it took some doing to reconise there was problem but once it was fixed the fault calls dropped until they upgraded the epg :)

[homealone]

Local issues they seem very slow at the moment to reconise these we had one in this aera and it took some doing to reconise there was problem but once it was fixed the fault calls dropped until they upgraded the epg :)

I called in a fault during that 'issue', Nedkelly, and the offshore call centre didn't seem to have an option for 'I just want to report there are very slow downloads, where I live' - they were ever so polite, though ;)

- however I seem to have survived the epg upgrade :)

[Nedkelly]

If customers ring in to report slow browsing etc they should be able to log these on a data base so if loads of people are calling in from 1 town ,Node it should rais alarm bells sounds esay :)

[homealone]

If customers ring in to report slow browsing etc they should be able to log these on a data base so if loads of people are calling in from 1 town ,Node it should rais alarm bells sounds esay :)

much too easy for it to make sense 'upstairs', Ned - good idea, though it is ;)

[Brit]

As two members have posted, The download speed has nothing to do with ping time does it?

[Spitfire12]

Ive Sorted my Problem..

On my Ping Plotter Trace route 11 is my Problem..My Server Provider said That VM Are Doing Major Upgrades to their network Meaning there pushing far to much traffic thorugh Linx

This can be Locked

[r00t]

Buddy, this _isn't_ a VirginMedia issue. Ping the IP's from top to bottom, where does it start to fail?
This should give you masses of clues as to where the problem is. ;)

[Incomplete]

Buddy, this _isn't_ a VirginMedia issue. Ping the IP's from top to bottom, where does it start to fail?
This should give you masses of clues as to where the problem is. ;)

Yes it is. Part of the formerly Blueyonder customer base are now using ntl's transit and peering connections, including the private peering to Entanet which is causing these problems. In some cases these peerings haven't been upgraded adequately or at all so with the extra load being placed on them by the ex-BY customers in addition to the ex-ntl ones some peerings are saturated.

Just because the dodgy hop is the one after the network doesn't mean the problem isn't at the egress.

OP - recommend you have your service provider either speak to VM about upgrading the private peering or perhaps they should take it down altogether if it's affecting service.

[supercyber]

i think Retenions is gone MADD, my next door guy, phoned them and told them that the speeds on the broband are slow, they updraded his BB from 2mb to 4MB and kept his talk unlimited for £23.50/Month for life. now that is good deal. CHEAPER THAN TALK TALK PLAN 3 COMPLETE WITH FREE BROBAND WHICH COST 25.99£

HOW ABOUT THAT LOL

[Akia]

I think your next door guy is pulling a fast one with you. Theres no way he'd get 4meg bbi for that price not with talk unlimited. maybe two but certanly not 4. and retention deals are no longer for life now. and like I've said before the Customer Relations dept are having a massive clamp down from managers above because we were giving too much away, the staff are not allowed to just give customers offers that we think are appropriate. there fixed so its a choice of 8 and that it.

[iglu]

I think your next door guy is pulling a fast one with you. Theres no way he'd get 4meg bbi for that price not with talk unlimited. maybe two but certanly not 4. and retention deals are no longer for life now. and like I've said before the Customer Relations dept are having a massive clamp down from managers above because we were giving too much away, the staff are not allowed to just give customers offers that we think are appropriate. there fixed so its a choice of 8 and that it.


Matt, last week, I was offered 2 Mb BB and talk unlimited for 20 quid . I declined the offer, and I asked her to escalate my TV problem, which she did.

[Locky]

As two members have posted, The download speed has nothing to do with ping time does it?

not realy, as long as there is sufficient bandwidth for the game or whatever

[Tom Stanley]

I was offered a very good deal when I rang up to say I was going to switch to Sky: £9 off per month, so I decided to upgrade to 10meg for only £28 per month, for life! They call it 'loyalty discount'??

[Locky]

retentions must be stopped people geting cut price broadband are reduceign the chances of the network ever being sorted ! retentions in its own way contributed towards traffic shapeing.

[nfs6600]

No I think it's actually the bandwidth hoggers, Locky. Specifically those to get "linux distros" often.

[dcclanuk]

I am on a retentions offer. I was offered it and I accepted it! If I still thought VM were too expensive I would move! The reason for retentions dept is because VM know they are too expensive! If they knew they were the most competitive and provided the best service, they wouldnt need a retentions dept! The fact that one exists only proves they are inefficient and are not competitive!

I would rather VM offer packages similar to talktalk £££'s, so that more people sign up2 VM rather than VM only offer it to the people that call up! I am sure that VM would get many many customers!

Also, VM should have a Sky+ Box alternative. No point having V+ box with HD, when they are only offering 1 channel in HD!
Have a box similar to Sky+ as standard, with no subscription, and keep the V+HD box with subscription, and a few more HD channels, then the people that want HD will/have a reason to pay more!

[Incomplete]

retentions must be stopped people geting cut price broadband are reduceign the chances of the network ever being sorted ! retentions in its own way contributed towards traffic shapeing.

People hammering contributes too. Someone pulling 10GB a month paying £10 a month has less impact than someone pulling 300GB a month paying £37.

[nfs6600]

I am on a retentions offer. I was offered it and I accepted it! If I still thought VM were too expensive I would move! The reason for retentions dept is because VM know they are too expensive! If they knew they were the most competitive and provided the best service, they wouldnt need a retentions dept! The fact that one exists only proves they are inefficient and are not competitive!

I would rather VM offer packages similar to talktalk £££'s, so that more people sign up2 VM rather than VM only offer it to the people that call up! I am sure that VM would get many many customers!

Also, VM should have a Sky+ Box alternative. No point having V+ box with HD, when they are only offering 1 channel in HD!
Have a box similar to Sky+ as standard, with no subscription, and keep the V+HD box with subscription, and a few more HD channels, then the people that want HD will/have a reason to pay more!

Almost every company out there has a retentions department. Call them what you will, retentions, disconnections. The fact is they are needed, the offers are there to try to save the customer from leaving. It has no reflection as to how bad the company is. Going by what you say above, this means that all companies who have a department like this are ineffective and not competative :dunce: Wrong

[Bill C]

No I think it's actually the bandwidth hoggers, Locky. Specifically those to get "linux distros" often.

Agreed. However if less money was wasted on redecoration, new chairs, new kitchen areas and directors bonuses we might be able to do some much needed upgrades. :Yikes:

[dcclanuk]

Almost every company out there has a retentions department. Call them what you will, retentions, disconnections. The fact is they are needed, the offers are there to try to save the customer from leaving. It has no reflection as to how bad the company is. Going by what you say above, this means that all companies who have a department like this are ineffective and not competative :dunce: Wrong

Ok, lets say the AMOUNT of discount the retentions dept gives! VM is almost giving me 50% back in credits.... now that must be a sign of inefficiency...:confused:

[nfs6600]

Ok, lets say the AMOUNT of discount the retentions dept gives! VM is almost giving me 50% back in credits.... now that must be a sign of inefficiency...:confused:

No, it's a sign that the company do not want to lose your custom. 50% from you is better than 0%. At the end of the day, VM are still making money from you

[Akia]

Matt, last week, I was offered 2 Mb BB and talk unlimited for 20 quid . I declined the offer, and I asked her to escalate my TV problem, which she did.

But that is a offer we can give. 4meg and Talk Unlimited isn't

[Skyornot]

I think how retentions react to you depends a lot on which area you live. I have heard that in certain areas they can be quite abrupt.

[Akia]

No thats not the case as all retention calls are delt with by Sheffield or Teeside. With a few other staff in Customer Care & Sales etc that are trained and take calls when needed etc.

I think the single biggest thing that affects what offer your given (even though Its questionable if its right) is how nice and polite you are to the staff. If someones nice to you, its human nature to be more willing to offer more.

And the single biggest thing that will get you less. Is liying about what deals other companies are offering you. Don't forget that a massive part of our job is knowing all the others sky, talk talk ect are offering. and we'll just call your bluff.

Oh and the above is all working within the set deals were allowed to offer.