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Virgin refuse to take this as a complaint.
Once over that hurdle then CISAS next
Thanks
Below is the bot chat:
23/07/2022, 09:12 about:blank
about:blank 1/2
Info: Hi, I’m Virgin Media’s support bot.
Which service would you like help with?
8:30, Jul 23
You: Phone
8:30, Jul 23
Toni Triage Bot: << Sent Rich Content >>
8:30, Jul 23
You: yes
8:30, Jul 23
Toni Triage Bot: Sorry you are dissatisfied with our service. Lets get someone to help you with this asquickly as we can.
8:30, Jul 23
Toni Triage Bot: << Sent Rich Content >>
8:31, Jul 23
You: fault
8:31, Jul 23
Toni Triage Bot: Before I transfer you to an Agent, can you give me a brief description of the issue you’refacing, please?
8:31, Jul 23
You: 0845 / 0870 numbers notn working from my landline
8:31, Jul 23
Toni Triage Bot: Let's get you through to the team! I'll just need some info from you so the team can accessyour account. It may help you to have a recent bill handy to help you answer the questions.
8:31, Jul 23
Toni Triage Bot: First, I'll need your full name (as it appears on the account):
8:31, Jul 23
You: s
8:32, Jul 23
Toni Triage Bot: Alright, s got it! Can I take the account number please? If you're not surejust type "UNSURE" or enter your landline number.
8:32, Jul 23
You: unsure
8:32, Jul 23
Toni Triage Bot: That's ok! Can I instead take your postcode?
8:32, Jul 23
You: de234bp
8:32, Jul 23
Toni Triage Bot: Great! And what's your door number?
8:32, Jul 23
You: 15
8:32, Jul 23
Toni Triage Bot: << Sent Rich Content >>
8:32, Jul 23
You: yes
8:32, Jul 23
Toni Triage Bot: Great, thanks s For security purposes 🔐 I'll now ask 3 verificationquestions. This means when you are through to an agent, we can continue with your account securely:
8:32, Jul 23
8:33, Jul 23
Toni Triage Bot: Got it!
8:33, Jul 23
You: end of the month
8:33, Jul 23
Toni Triage Bot: Lastly before we get you through, what was your last bill value?
23/07/2022, 09:12 about:blank
about:blank 2/2
8:33, Jul 23
You: around
8:34, Jul 23
Toni Triage Bot: Got it! Ok, just to recap your info:
Full name on your account -
You arethe Account Holder
Postcode and door number
Email address on the account -
Direct Debit/Due date -
Last bill value - around
8:34, Jul 23
Toni Triage Bot: Here is the summary, I will give to the Agent:
Complaint Details:
0845 / 0870 numbers notnworking from my landline
8:34, Jul 23
Toni Triage Bot: Is there anything you would like to add before I transfer you to an Agent?
8:34, Jul 23
You: I want to make a complaint only
8:34, Jul 23
Toni Triage Bot: Transferring to an agent...
8:39, Jul 23
Kamalesh: Hi you are though to Kamalesh. we are so sorry about the wait time.😌 I was checkingfor the details from the bot. I have understood that you are facing issue with the landline and 0845 / 0870 youare not able to dial which is not good to hear and not to worry as you have contacted me today I will checkyour account and help you know why you are not able to dial.
Just to confirm may I know from when youare not able to dial this numbers?
8:40, Jul 23
You: 2-3 months
8:40, Jul 23
You: all 0845 and 0870
8:43, Jul 23
Kamalesh: Just to confirm may what is the error you are getting while you are trying to call those number?
8:44, Jul 23
You: dead dial tone
8:48, Jul 23
You: I WISH TO MAKE A COMPLAINT YOU WON'T FIND THE ANSWER ON BILLING DESK
8:49, Jul 23
Kamalesh: Sure I will raise a complaint and give you the reference number for the complaint
8:54, Jul 23
You: ?
8:59, Jul 23
Kamalesh: Just to let you know I am still here. I am looking into your request and will be back with yousoon.
8:59, Jul 23
You: Hi I have been waiting patiently for 10 mins with no response. Please be courteous with your customers
9:02, Jul 23
Kamalesh: Thank you for your time patience I see that premium number barring was there on the accountand I have removed it now and from tomorrow you will be able to call the 0845 and 0870 number withoutany issue.
I have raised a complaint and this is the reference number of the complaint (C-23072277)
9:07, Jul 23
Kamalesh: I assure you that you will be able to call the 0845 and 0870 number without any issue fromtomorrow as I have removed the barring on the account.
Is there anything else that I can help you withtoday?
9:07, Jul 23
You: The previous advisor already tried that 30 hours ago/ Thank you for the ref number now off to CISAS
9:11, Jul 23
Kamalesh: You are welcome, S😃
We are so sorry that previous advisor have tried and not able to doit for you and but I have removed the barring so from tomorrow you will be able to call to that numbers.
Edited by synapse2054 (Sat 23-Jul-22 09:40:10)