Re: Virgin Business Useless
 

The link then wouldn't be much good for you as it's about the combined or BB packages ;)

Perhaps Stephen (a mod who works for VMB) might be able to help? (even if it's just a better contact number)

Re: Virgin Business Useless
 

But in practice, you have to have the appropriate product implemented and supported well, it has to be marketed well, and you need the staff trained and willing to serve the customer, and you need all these facets to meld together to provide the optimum customer experience.

Your challenge with this, imho, is that you do not seem to accept the fact that in large/very large organisations, there are people who are not as customer-focused* as they should be, and they can be difficult to re-educate/remove, and thus some customers receive sub-standard service (which is wrong, but so is getting wet whilst waiting for a bus, but sometimes, stuff happens). You may have experience running a small "virtual" business, where you can be very "hands on (even in a virtual sense)" with the small number of employees you may have, but the challenges involved when you have multi-site, multi-disciplinary teams of tens, if not hundreds, of thousands of employees, with a vast range of independent and/or interdependent products and services, is a completely different matter - you can spot/fix a "bad egg" if you have a couple of employees fairly quickly, but this is much more problematic when you increase that number by the tens of thousands.

Now, this is not excusing sub-optimal customer service, but trying to explain some of the reasons why it occurs.

So, as I said originally, If only life were that simple........;)


*to put it nicely...

Re: Virgin Business Useless
 

Hi, can I ask what number you have been using to contact VM Business?

I am in the provisioning side of things so don't really have any dealings with pricing or packages but can try to help you get in contact with the team.

Re: Virgin Business Useless
 

I have used the number from the business web site 0800 953 0180, also the email contact on there (get back to you in 48 hours. Two weeks nothing), I also emailed directly members of the sales team with no reply.

Many thanks for offering to help but it is now to late. VMB have lost the chance of my business. I gave them in total five attempts to get my business. They failed miserably.

Re: Virgin Business Useless
 

You have hit the nail on the head there Hugh.

It's a problem faced by many large companies. However it isn't something that can't be solved by proper management, and training.

Re: Virgin Business Useless
 

As I said before, if it were only that simple (and I have worked in very large companies, Barclays Capital, BT Cellnet, Next, and with companies like IBM, HP/Compaq etc) - there are always people who can play the system, and it is more trouble (especially in a unionised environment) that it is worth....

Re: Virgin Business Useless
 

That's where good management comes in.

Re: Virgin Business Useless
 

I must admit I have never had an email response from the email page on the Virgin Media Business page, and have tried several times. As has been pointed out they claim to respond in 48 hours!

Once you get through to sone of the team they seem good though.

The website leaves a lot to be desired in the broadband section. Quite why they bothered to update it I don't know, at least before it quoted prices and bandwidths available, but not now.

The new VMB broadband services are 30 MB/s and 50 Mb/s

Re: Virgin Business Useless
 

I've never had an email response but the two time I have filled it in I have been called within a few days by CS

Re: Virgin Business Useless
 

Unfortunately that was not my experience.