A case of ‘cart before the horse’?

What happens when you put a package delivery service together with a mobile phone operator? Chaos!

Over the last few weeks I have been intrigued by the actions of the delivery company Yodel – they tried to deliver a package to me – but I wasn’t expecting anything and it wasn’t anyone’s birthday for months. So what could it be…….

I decided to wait until it had been attempted to be delivered three times, so that I could then collect it from the depot (in Loughborough). Unfortunately the third delivery attempt was not notified to us by a failed delivery card (although according to the Yodel website it occurred when we were in the house!). So the package ended up being returned to the sender.

A call to Yodel confirmed the sender was Virgin Media – I am a Virgin customer so I rang them to ask what they had been trying to send to me – and why I had not been notified! I was told that nothing had been sent and that they would have advised me if they were sending something out to me.

Fair enough – this was a few days ago, and I decided to let it rest. And then today I received the attached email saying they had sent something to me. It is also related to a safety recall. It appears that my current modem power supply could overheat and catch fire (as confirmed in the link they sent me).

So I am not impressed with Virgin for a number of reasons;

1. They didn’t tell me the item was on its way to me

2. This is a safety recall – surely it should be dealt with in a more professional manner?

3. A text? really the best way to deal with it?

And as far as Yodel are concerned – next time you ‘deliver’ at 8.30 in the evening perhaps it would be worth actually coming to the house? I might even be in!

 

Life without broadband….

This week has seen an interesting experience at the Dare household – no broadband for 3 days. This was an enforced experience, the connection had been getting somewhat ‘flaky’ over a period of a few days and then it stopped working all together. A quick call to Virgin Media confirmed that it was terminal and a visit from an engineer was required – but that the earliest visit was Thursday (and this was Monday evening).

I will admit that the initial thought of no Internet access (except via my iPhone) caused me to have a hot sweat. But, having gone through two and a half days ‘cold turkey’ it wasn’t all bad!

Yes, we couldn’t really do our weekly shop with Ocado or Able and Cole (I say we – my wife does it), but it did cause a teenager to appear from YouTube for a couple of days and actually talk to us! And it highlighted just how good a smartphone can be to run your life on!

Service was returned before lunchtime on Thursday, so we are back to normal. It was a loose connection in the cabinet apparently – this was the first time our Internet had gone down in 10 years, so a pat on the back for Virgin (for once).

 

It’s good to talk….

You may recall the BT advert from a few years ago that tried to get us all to use our telephones to talk to each other – it was apparently ‘good to talk’. Time moves on and it now seems that it isn’t and we are more likely to text each other than speak!

According to Ofcom while 58% of people communicated via texts on a daily basis in 2011, only 47% made a daily mobile call, the shift away from traditional ways of keeping in touch being led by young people aged 16-24 (no surprise if you have your own teenager).

The report confirms that on average UK consumer now send 50 texts per week while fewer calls are being made on both fixed and mobile phones (certainly our home phone is more of a decoration now).

However for the first time, there was a fall in the volume of mobile calls – by just over 1% – in 2011, while landline calls were down by 10% and overall time spent on the phone fell by 5% in 2011.

This change in behaviour is believed to be down to greater ownership of internet-connected devices – smartphones like the iPhone;

• 39% of adults now own a smart phone, a 12% increase on 2010.
• 42% of these now say their smart phone is the most important device for accessing the internet, with a similar percentage regularly using social networking sites and 51% using e-mail.
• The average consumer spends 90 minutes a week accessing social networking sites and email.
• Tablet ownership is also on the rise, with 11% owning such a device, up from 2% last year.
• According to Ofcom, tablets are most often used in the home as a “snacking version” of the home PC.

So probably no surprises here, but a confirmation that the smart phone is beginning to play a very important part in all our lives – and is perhaps going to kill off the basic telephone before too long. It is also sad that people now prefer not to talk to each other. Is this the start of something more insidious in our behaviour?

 

Before we start worrying about faster 3G speeds can we sort out basic mobile signals?

So small but so important!

As I mentioned in my last blog post I have had a very relaxing weekend under canvas in Derbyshire this last weekend. The Derbyshire Dales are truly breathtaking at any time – but particularly at the moment with all the new growth and wild flowers. So a quiet time was had – but quieter than I expected due to the almost total lack of a phone signal.

I am happy to accept that a National park does not want phone masts all over its hills, but we are not talking a partial lack of signal here, I was without a signal for the majority of the two days, despite moving around a lot (including in a car along main roads – so not all in river valleys!) I am also on a network that apparently claims to have the best UK coverage – Vodafone. Now if this is the case perhaps they could explain to me why my wife had a full signal – including 3G for almost the entire weekend? Her network? – Virgin Mobile who are not exactly a ‘big hitter’ like Vodafone!

I have commented before about exactly the same issue at my Mothers home town of Malmesbury in Wiltshire. It is only a few miles from the M4 and sits mid way between Bristol and Swindon, but the Vodafone signal is appalling! And guess what – my wife gets a full 3G signal there as well!

So my request to Vodafone is simple, stop claiming to have the best coverage – you don’t, by a long way. As far as I can see the other networks nearly all trounce you in most areas. So rather than spending a fortune pushing out 4G to everyone in the big cities how about a thought for your rural customers, what about giving them a decent service as well?

 

Losing the will to live….. And then…

Sounds dramatic doesn’t it – but dealing with Virgin Media must have an effect upon the nations suicide rates! Luckily I appear to have survived, my problem has finally been resolved, the experience was not a pleasant one though.

I thought I would be in my grave before this was sorted!

We were almost at the 3 week mark for my issue with Virgin – I won’t summarise the story, you can look here for the trail in my blog (I have even given Virgin their own category as they are a major contributor now!).

Suffice to say the depth of incompetence here was staggering. Initial advice and action at the call centre was all wrong (and numerous ‘untruths’ appear to have been told).

I knew from my wifes experiences that I needed to escalate the matter from the call centre as quickly as I could, and I did. My email to the MD was answered personally by him within 30 minutes (and at 9.30 at night) – so fair enough I was impressed.

Added to that Sophie in the CEO’s office has been helpful and has finally managed to sort the issue for me – but she had to take over from the three ’experts’ that were given the job in the first place. Apparently the IT issue was being dealt with by the head of IT eventually!

Virgin added lots of freebies to the phone over the last 3 weeks, which are appreciated but how about actually providing decent service in the first place Virgin? I find it appalling that a company that has Richard Branson’s name on it can be so bad! And the number of people that have told me their tales of woe with Virgin in the last few weeks beggars belief!

So the matter is resolved (as far as I know) – am I a happy customer? Well I am certainly happier than I was, but Virgin really need to address a few basic issues before they have me fully back on board!

 

The Virgin chronicles – a brief update!

Nice adverts Richard - now how about sorting my problem out?

As anyone who reads this blog will by now be aware I have ‘a bit of an issue’ with Virgin Mobile/Media that has now been rolling along for 17 days. I am beginning to get slightly confused as I was originally dealing with Virgin Mobile and was under the impression that they were a separate entity to Virgin Media (certainly the deal I am attempting to use was sold to me on that basis). However things have moved on…..

I am now definitely dealing with the Virgin Media complaints department – I have a direct number if anyone needs it. I am also now onto my fourth ‘expert’ within the department – and more exciting I have an extension to ring now that will put me straight through to Matthew who is my new contact.Is this an indication that they are finally taking the matter seriously – or just that I have now educated them in the ways of good customer care?

Matthew has got off to a shaky start – I asked for any calls regarding the matter to come via my own mobile number and not my son Sam’s, (it is his number that we are trying to sort out), but he tried ringing Sam’s first. However a quick email to me subsequently saved the situation! Plus point also for contacting on a Bank Holiday!

But, we are now into week three with no answer in sight. I am told that the IT department are still ‘looking into it’, however I would hope they may move to ‘doing something about it’ anytime soon!

I think I may have finally worked out Virgins customer complaint game plan – make it take so long to resolve that when it finally happens I am really appreciative? Hate to tell you Virgin but when it is finally sorted that is only the beginning…

 

Progress is a relative thing!

I think not!

My Virgin Mobile (or Media) issue rumbles on – I now have a ‘personal expert’ called Gary who is ‘dealing with’ the matter. He is very friendly and has the usual Virgin characteristic – of apologising all the time! To be fair he has managed to achieve something – we appear to have a direct debit set up in favour of VM (let’s get the money sorted boys, sod the actual service).

So as I type this I am becoming increasingly weary of the matter (and VM). We are now well into day 10 and are only a small way to a resolution – in summary what I have gained in 10 days;

• I now have a contact in the CEO’s office at VM called Sophie.
• I have an email apology from Graeme Oxby the MD of VM.
• I have Gary – who is ‘sorting it’ and will ‘ring me to update me’.
• I have a direct debit in favour of VM.
• I have significantly more grey hair!

What I don’t have;

• A phone transferred onto the tariff I requested.
• A phone on my online account – it has been transferring from my wife’s since last week.
• Any updates in the last 24 hours.
• Any faith in this being sorted anytime soon!

So as I say, progress is relative – I am sure VM would claim they are doing everything they can to resolve this mess. I have news for you boys – it isn’t enough.

 

Oh dear, Virgin Mobile!

Regular readers will be fully aware of my past and more recent involvement with Virgin Mobile, the issue with my wifes contract was finally sorted out (although it took probably 9 months). It was also blamed on the IT department, a theme which appears to be developing on my current problem as well!

How can something so small can be so troublesome!

So, to bring you up to date with my current issue (read about it here) – I finally lost the will to live on Thursday evening (6 days into the matter) and emailed Graeme Oxby the MD of Virgin Mobile, I did not expect to hear back, so credit where credit is due – I got a reply within about 30 minutes apologising and confirming it would be looked into.

Great, we were making progress.

That was the good news. I then got an email from the CEO’s office on Friday morning confirming that the matter had been sent to a ‘specialist’ to sort out, great! I waited until lunchtime but heard nothing so I rang the lady who had emailed me to ask what was happening – unfortunately the number given was an 0800 number so it should have cost me 14p a minute! Luckily I ‘have an app for that’ so was able to find the direct number – but it wasn’t a good start and I wasn’t impressed!

The lady informed me that it had been escalated, but they had 24 hours to respond (not again!) - so it might be later on Monday due to the weekend. Errr, wrong answer! I ‘suggested’ a reply the same day would be ‘useful’ due to the fact that we were careering towards the one week anniversary of the matter. She said she would try!

Mid afternoon Friday I did receive the call – a very helpful and polite chap confirmed my fears, the tariff was still not changed and hadn’t actually been added yet (despite two people already saying it had)! He confirmed it was now added, also added lots of texts, minutes and data so my son could use the phone. So things were looking up. I was also told it could take 24 hours to transfer but took a laid back approach as this man appeared to know what he was doing!

I was also promised that the matter would be handed to one of his colleagues to watch over the weekend as he was off.

However (you knew this was coming) – as I type this on Sunday it is now almost 48 hours later – the contract has not transferred, I have had no call from Virgin (so assume no one is watching the case) and we appear to be only slightly further forward!

Quite what I am supposed to do to finally resolve this is a mystery to me – if you are reading this on Monday it will be because it is 11am and I have received nothing positive from Virgin this morning. It is now 9 days and counting with no resolution to what should be an easy issue!

I will contact the CEO’s office again (but not on the 0800 number!), and also copy this blog to the MD. If you are reading this Mr Oxby I can confirm that I don’t give up on issues like this!

And I haven’t even started on the issue of compensation for my time yet………

 

What is it with Virgin Mobile?

I have a history with Virgin Mobile (VM) – if you have a moment and want a laugh you can read about it here. I had hoped that we had reached a position with them whereby things were back on the straight and level. Sadly we are not, my conversations with them over the last two days frankly beggar belief.

Just to set the scene, my sons mobile has been on a pay as you go basis with Virgin Mobile since he has had it. He is now developing a social life so it’s time to transfer to a monthly contract. Virgin Mobile offer a £5 deal for Virgin Media customers that provides 3000 texts and 100 any network minutes (plus unlimited calls to other virgin mobile numbers) – a good deal. So we decided to take them up on it, and this is when our ‘fun’ started.

To be fair my wife did warn me it wouldn’t be straight forward, her experiences are pretty torrid with VM, I should have listened!

The initial call to transfer was made at 8am Saturday morning – but we were told there was a credit score issue so it had to be transferred into my name. Strange we thought, as the two phones already on that account are on direct debits for a paltry amount – but we played along. We were told the transfer would be done in 24 hours and then we could sort out the change in tariff.

So Sunday morning comes and we make the call – only to be told it would now take 72 hours – call be old-fashioned – but I wasn’t impressed, I requested to speak to a manager.

After 30 minutes on the phone to the manager we learnt that a credit score had not actually been done on my wife – so that was a blatant lie from our first phone call – and that the number was now ‘locked up’ in the transfer between my wife and I, so nothing could be done currently!

We are now awaiting a call to tell us the transfer to me has happened, but it ‘may not be until tomorrow’ – not good enough VM!

I have no issue with Virgin Media, they are great to deal with, but the constant pain from VM is getting very tiresome. Why don’t they care about how they treat their customers? I will update this as soon / if the matter is resolved.

As usual I am not holding my breath!

UPDATE 1

As expected the promised phone calls did not materialise, so I had to chase Virgin Mobile. I was told that the number was still ‘locked up’ and they would now have to escalate it to the IT department – but that would take up to another 72 hours.

So currently we are looking at a potential 6 days to achieve something so simple that most companies do it in minutes – but not VM!

I did have to speak to a manager again (but you knew that already didn’t you!). Time to see if things start to move a bit quicker?

UPDATE 2

It is now Thursday evening, the contract is not set up still! I have made two and a quarter hours of calls to Virgin, many promises have been made – and broken. I am promised a call by 10 tonight, am I to be surprised?

UPDATE 3
I have emailed the MD of Virgin Mobile – and received a reply – things are looking up!

 

Credit where credit is due…..

It's true

Now I am the first to have a go at Virgin over their billing problems on my wife’s phone – (currently not a problem if you are interested). But, have always said that I actually really rate their service in other areas, particularly their broadband provision. I also like the fact that they have tried to get the ISP’s to be ‘honest’ about their actual download speeds.

Well I appear to have been proved right on this according to recent independent reports comparing the advertised speed of ISP’s against the actual speed received by the user.

ADVERTISED VERSUS ACTUAL SPEEDS

• BT’s “up to” 20Mbps – average 7.3 – 9.1Mbps
• Plusnet’s “up to” 20Mbps – average 6.6 – 8.4Mbps
• Sky’s “up to” 20Mbps – 7.2 – 8.1Mbps
• TalkTalk’s “up to” 24Mbps – 7 – 8.5Mbps
• Virgin Media’s “up to” 20Mbps – 16.4 – 18.1Mbps
• Orange’s “up to” 20Mbps – 6.6 – 7.6Mbps
• 02/Be’s “up to” 24Mbps – 10 – 11.5Mbps
• Speeds measured between 8-10pm weekdays.Source: Ofcom

interestingly the only 20Mbps service that gets anywhere close to the advertised rate is Virgin – in fact most of them don’t even get half way there at the highest recorded rate – the average is 6.8Mbps!

So, well done Virgin you deserve credit for getting this right. I am only on the 10Mbps service but never see it drop below 9Mbps, which is faster than nearly all the 20 Mbps services listed above! Plus it costs me a lot less than any of those services.

It is time for people to vote with their feet – don’t be ripped off!