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Woman kept on hold for 12 hours by Virgin Media call centre

Posted on Sep 12 2010
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A young mum who phoned Virgin Media after her internet connection packed up was put on hold…for twelve hours. Tanya Davis’s marathon wait began after she had already been cut off 20 times trying to get through to a call centre in India.
Eventually, at 11pm, she agreed to be put on hold on the Freephone number to speak to a technical support manager. Tanya, 26, of Rainham, Kent, said: “After I’d held for an hour or so my partner took over and I lay down on the sofa. All we could hear was songs on a loop. The most annoying was probably Britney Spears’ Oops, I Did It Again!
"Then we decided to go to bed and left the phone off the hook, joking we would probably still be on hold in the morning. I couldn’t believe it when Britney was still blaring out the next day.”
To add insult to injury, Tanya then got through to a UK call centre – only to be put on hold again.
She said: “When I eventually spoke to a supervisor in the UK and told her what had happened she said, ‘Oh my God, seriously?’”
A Virgin Media spokesman said: “We’re conducting an investigation as to why Ms Davis was on hold for so long as we have processes that prevent this happening. As a gesture of goodwill, we have credited her account with £30.”
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