basicfags
12-10-2011, 12:19
hi everyone just a little line about the new superhub and virgins customer services. on monday my old ambit modem appeared to die on me, i called cs and after 35 mins got through to a uk based cs operative who thought could solve the problem, told me he had, only to find out tues afternoon it was still broke.
rang back didn't bother messin this time and went straight through to retentions (increasingly becoming the only option where you get to speak to an actual person) gave my problem again and explained i had been on the phone an hour that morning trying to sort it out. the guy was very apologetic and put me through to a 2nd line support team based in liverpool, which was a refreshing and positive change.
the guy piddled about a bit but couldn't sort it untill i got home from work, so i could plug my laptop into the modem and check the upstream etc, so he arranged to call me back later in the evening.
good to his word he called me back at the arranged time and after more piddlin about decided i needed an engineer, (no upstream he said) now i like most people can't live without tinternet and had an idea. virgin had sent me a superhub a couple of months earlier and i had never used it, mainly because of comments i had read on here that, in polite terms it wasn't very good.
i had a quick blimp on here yesterday and it seemed with the new software on, it seemed to be ok. so, i plugged it in, the 2nd line guy activated it and away we went. the hub was on rev 19 of the software, we loaded the latest software r30 put the hub into modem mode and i crossed my fingers during the reboot.
well i have to say, it's all good!! so far, didn't have to touch or alter anything on my existing network = happy bunny. did a speed test though and i'm still only gettin 20 meg when i should be gettin 30. the 2nd line guy reckons my signal levels are a bit high, and that's why i'm only gettin 20.
find that hard to understand that a high signal level can slow your connection, and i'm half sure someone just has to flick a switch somewhere. but i'm willing to be enlightened by some clever sod on here..
so to sum up, customer services, a lot better than last time i had to call them although still big room for improvement especially on the dialer, it asked to press option 4 0r 5 to speak to a person and when i did it said oops you hit the wrong number, try again lol.
hardware, well time will tell but the superhub seems fine at the moment so it's all good.......;););)
rang back didn't bother messin this time and went straight through to retentions (increasingly becoming the only option where you get to speak to an actual person) gave my problem again and explained i had been on the phone an hour that morning trying to sort it out. the guy was very apologetic and put me through to a 2nd line support team based in liverpool, which was a refreshing and positive change.
the guy piddled about a bit but couldn't sort it untill i got home from work, so i could plug my laptop into the modem and check the upstream etc, so he arranged to call me back later in the evening.
good to his word he called me back at the arranged time and after more piddlin about decided i needed an engineer, (no upstream he said) now i like most people can't live without tinternet and had an idea. virgin had sent me a superhub a couple of months earlier and i had never used it, mainly because of comments i had read on here that, in polite terms it wasn't very good.
i had a quick blimp on here yesterday and it seemed with the new software on, it seemed to be ok. so, i plugged it in, the 2nd line guy activated it and away we went. the hub was on rev 19 of the software, we loaded the latest software r30 put the hub into modem mode and i crossed my fingers during the reboot.
well i have to say, it's all good!! so far, didn't have to touch or alter anything on my existing network = happy bunny. did a speed test though and i'm still only gettin 20 meg when i should be gettin 30. the 2nd line guy reckons my signal levels are a bit high, and that's why i'm only gettin 20.
find that hard to understand that a high signal level can slow your connection, and i'm half sure someone just has to flick a switch somewhere. but i'm willing to be enlightened by some clever sod on here..
so to sum up, customer services, a lot better than last time i had to call them although still big room for improvement especially on the dialer, it asked to press option 4 0r 5 to speak to a person and when i did it said oops you hit the wrong number, try again lol.
hardware, well time will tell but the superhub seems fine at the moment so it's all good.......;););)