Brumski
ULTIMATE Member
So @Mark.J it isn't getting any easier -VMO2 are currently still insisting that the cost of the upgrade should only be +£6 extra and are suggesting that what their support agents are saying remains incorrect. Definitely a good idea to hold off on the upgrade for a few weeks, until their ducks are all singing from the same sheet.
EDIT - I removed the first transcript as it was something of a mess. Essentially the agent validated me and once he/she appreciated what I was asking they vanished and after 15 minutes of no response the chat ended.
I'm trying again and will update accordingly.
Edit 2 - So they're now saying there is a "dedicated team" to deal with symmetrical speed requests. I'm being transferred... BRB
This is laughable now. They couldn't run a bath if you provided instructions! After 45 minutes in the chat, I got transferred twice before the last agent seemingly gave up and I was presented with an option to report my "TV fault". I gave up at that stage.
Note the timestamps -
Info: Hey, I'm Terri the digital assistant. Let's get you to a live agent as fast as we can. What can I help with? Try and keep the question as simple as possible.
12:36, Mar 13
James : I want to add symmetrical speeds to my connection
12:36, Mar 13
Terri Triage BOT: Just so I'm sure, which of the below would you like to talk about first:
12:36, Mar 13
Terri Triage BOT: << Sent Rich Content >>
12:36, Mar 13
James : Other query
12:36, Mar 13
Terri Triage BOT: AlrightI'll need some info to make sure you get to the right team first...
12:36, Mar 13
Terri Triage BOT: << Sent Rich Content >>
12:36, Mar 13
Terri Triage BOT: Here are some top customer queries, Please clickan option
12:36, Mar 13
James : Upgrade / add to package
12:36, Mar 13
Terri Triage BOT: Can you let me know what you are looking to add today?
12:36, Mar 13
James : I want to add symmetrical speeds to my connection
12:37, Mar 13
Terri Triage BOT: Just to confirm, what best describes your query?
12:37, Mar 13
James : Upgrade my package
12:37, Mar 13
Terri Triage BOT: GreatLet's get you through to the team! To speed up the process, we're going to take some of your account details before you speak to an agent…
12:37, Mar 13
Terri Triage BOT: First, I'll need your full name (as it appears on the account):
12:37, Mar 13
James : James XXXXXXX
12:37, Mar 13
Terri Triage BOT: Alright, James XXXXXXX got it! Can I take the account number please? If you're not sure just type "UNSURE" or enter your landline number.
12:37, Mar 13
James : XXXXXXXXX
12:37, Mar 13
Terri Triage BOT: And can I just check, are you the account holder?
12:37, Mar 13
James : Yes
12:37, Mar 13
Terri Triage BOT: Great, thanks James XXXXXXXX! For security purposesI'll now ask 3 verification questions. This means when you are through to an agent, we can continue with your account securely:
12:37, Mar 13
Terri Triage BOT: First, can you confirm the email addressregistered on your account?
12:37, Mar 13
James : XXXXXXXXXX.com
12:37, Mar 13
Terri Triage BOT: Got it! And which date does your Direct Debit usually come out of your account?
12:37, Mar 13
James : 18th March is my first direct debit date
12:37, Mar 13
Terri Triage BOT: Lastly before we get you through, What was your last bill value?
12:38, Mar 13
James : £84
12:38, Mar 13
Terri Triage BOT: Let's see if I can connect you to the team now
Info: You're now connected to SAIRA. Thank you so much for explaining your query! Now that I have those details, I can start to progress and get the help you need today. If you can allow me approximately 5 – 8 minutes in order to clear the security checks and gather more details from your account to link back to your query, that will allow me to come back to you with the next steps to get the right resolution. I will be right back.
12:42, Mar 13
SAIRA: Hi James. Glad to see that you are looking to add symmetrical speeds to your connection. I'll be more then happy to help you with your query to get the best deal for you. Before that we will quickly clear the security as one of the answers you have provided did not match with our records, so I will need to ask you for your banking sort code or the 2nd, 3rd and 5th characters of the secure password please? The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.
12:42, Mar 13
SAIRA: SAIRA has sent you a Secure Form: [Cable] Security answer request
12:42, Mar 13
SAIRA: SAIRA has sent you a Secure Form: [Cable] Banking sort code
12:43, Mar 13
SAIRA: The following Secure Form has been submitted: [Cable] Banking sort code
12:48, Mar 13
SAIRA: Brilliant! Thanks James. That's a perfect match! Please bear with me while I review your bundle to add symmetrical speeds and will be right back. Additioanlly may I know, if you or anyone in your household work from home or require F-secure or priority on engineer visit in further if there is any requirement so that we can check deals to add HomeWorks benefit?
12:49, Mar 13
James : We both work from home but I do not require any additional benefits. Thank you.
12:54, Mar 13
SAIRA: Alright James, just to let you know I am still here, looking into your request and will be back with you soon.
12:54, Mar 13
James : Thank you
13:01, Mar 13
SAIRA: Thank you for staying connected James, much appreciated. So we have dedicated team to help you further with your query. I'll now transfer you over to our account specialists to support you further. The opening hours are: Monday to Friday 8am - 9pm and Saturday to Sunday 8am - 5pm And not to worry, I have documented all your query and our conversation on your account so that you don't have to repeat yourself. Just to let you know there might be a wait time to be connected to our dedicated team but you can keep this chat open as they will be connected with you shortly.
13:01, Mar 13
James : Ok thank you.
Info: I wanted to let you know we're busier than expected today so there’s a bit of a wait. You'll need to speak with a member of the team to complete your request. We'll be as quick as possible but please keep an eye on our messages/updates so we know you're still connected. Please bear with us.
Info: Okay, just to let you know you're still in the queue. We're sorry you're still waiting to speak to one of the team. We will get you connected to someone as quickly as we can.
Info: Thank you so much for your patience. You're now connected with Anna Marie.
13:09, Mar 13
Anna Marie: Hi James, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP.
13:09, Mar 13
James : Thank you
13:16, Mar 13
Anna Marie: Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us.
13:16, Mar 13
Virtual Assistant: << Sent Rich Content >>
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