Well my broadband connection from Telewest ntl:Telewest Virgin Media just died. I immediately called the technical support line and was greeted with a new chirpy voice on the IVR, rather than the usual Liverpudlian accent. I was hoping that my first experience with the new re-born company would be a good one.
Well, it will probably come as no surprise from my title that the whole experience was awful. After plodding through annoying IVR messages for about 90 seconds and then a 2 minute wait, I was eventually put through to an out-sourced call centre. I know it’s a bit unfair as I used to work for Telewest and I know what the drill is supposed to be, but the lady I spoke to was hopeless. She didn’t go through the full set of tests and seemed determined to just book an engineer visit as soon as possible.
Despite my protestations, this is where we ended up so I’m going to be without a connection until TUESDAY when the engineer will arrive to replace my modem. That’s a long time to be without broadband….
I know that it would be unreasonable to expect that Virgin Media would turn around the historically poor customer service of ntl (and to a lesser extent Telewest), but so far things have got worse for me.
