Cable Forum - Quick broadband question

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- - Quick broadband question (https://www.cableforum.uk/board/showthread.php?t=33677253)

Re: Quick broadband question

It says browser not supported, it doesn't work with chrome, ie9 or the new firefox either. Need to put ie9 into compatibility mode but most techs don't know that

Re: Quick broadband question

Quote:

Originally Posted by Nopanic (Post 35226601)

Masque, I've very disappointed with you .. you're normally all about process.. removing a new install from the WG is a bad idea, it will 9/10 generate a call later on.

All customers need to be encouraged to complete activation ..

jb66, I think you said you're a tech .. you want to be careful calling in for new customers.. one of the things I'm looking at is checking for customers not using the flow and reporting back on it..

The Flow is there to give the customer the full use of VMs services, :cool:

You do realise that many customers get stuck in the walled garden upon activation and no matter if they are a new customer, a customer who has simply moved house or have received a new hub/modem it still happens and that customer will keep getting the Activation screen for ever and will build up a massive amount of non public ip adresses as they go around in a loop.

We then have no choice but to remove them from the walled garden as otherwise they will just become more irate because of the walled garden experience and management is well aware of this issue.

Now if an existing customer went through activation and completed it then any existing email addresses would be wiped out because activation made them set up a new one, not a good experience for the customer.

The hub may give them an error number telling them to call up as the system failed to reboot the hub.

All the above are reasons that we have to remove customers from the walled garden and management are aware and still we have to remove them to get them online.

I am not in the least disappointed as I am doing my job and getting the customer online which enhances their customer experience and helps with NPS.

Re: Quick broadband question

Correct Masque, that WG loop is all too frequent and most annoying. I've been there myself more than once although the second time I knew to just ring in.

Re: Quick broadband question

Also if customer has blueyonder email it doesn't work past the @virginmedia.com page

Re: Quick broadband question

Quote:

Originally Posted by jb66 (Post 35226635)

The procedure is for us to call up. Its bad customer service to install broadband and not activate it for ps3. Also we need it activated to check it's moved over to docsis3 successfully and see if the power levels changed. If you need any help to find out why it has to be done pm me

Technically VM don't support PS3, T&C's have a PC/MAC requirement.

It's good customer service to help them in that case.

---------- Post added at 11:52 ---------- Previous post was at 11:50 ----------

Quote:

Originally Posted by Masque (Post 35226681)

If the customer has an email address activation will reset the password, not wipe it out. I'm not suggesting there arent good reason to remove, just new customers need to be encouraged to complete activation.

Quote:

Originally Posted by jb66 (Post 35227082)

Also if customer has blueyonder email it doesn't work past the @virginmedia.com page

Customers with @blueyonder addresses aren't new customers.

Re: Quick broadband question

Quote:

Originally Posted by Nopanic (Post 35227191)

We usually get the calls where they are stuck in the activation loop with a list of non public ip addresses as long as your arm and we have to click the release button.