Re: shub 2 modem mode
 

Ahh, Virgin's extensive training at work there, I see.

---------- Post added at 22:52 ---------- Previous post was at 22:50 ----------

I very much doubt this is the case. For all Virgin's faults, I've never seen them do anything deliberately like this in order to pull the wool over a customer's eyes. Their agents still have to support 3rd party wireless and it makes more sense to put the hub into modem mode for that (less conflicting things).

In all likelihood, the tech was either being lazy, not trained very well or hasn't been trained since the Shub got modem mode - meaning the "old" way was to just switch off wireless.

Re: shub 2 modem mode
 

Given the number of different people reporting different call centre staff saying "I'm sending some signals to your line which will fix it" when no such thing is happening, I am pretty much certain VM have trained their staff deliberately to make this misleading statement. I can't believe dozens of individuals would have simultaneously invented the same cop-out excuse individually without some higher influence.

Re: shub 2 modem mode
 

Modem mode doesn't stop tech support being able to see problems with your connection or SuperHub, it just means they can't see how your internal network is set up.

Re: shub 2 modem mode
 

I know, but I very much doubt they'll be willing to use remote access to look at the 3rd router config and play around with the wireless settings like they can do with the shub. The point I was trying to make is that leaving the shub in router mode, disabling wireless and letting a 3rd party router act as the wap is the perfect all-in-one solution for VM in terms of support vs performance balance

Re: shub 2 modem mode
 

Don't see how - if everything is connected to the 3rd party router, VM still can't see anything useful in regards to the network set up?

Re: shub 2 modem mode
 

I know but it still lets them muck about with the shub and change settings rather than not being able to do anything at all.

Re: shub 2 modem mode
 

Errrr....that is actually a thing. They call it "sending hits" internally and is usually a good way to force the modem to redownload its configuration file, among other things (I don't know the ins and outs of it). Mostly fixes provisioning issues, like when it didn't quite activate correctly or occasionally someone's paid their bill but the modem didn't get the memo, stuff like that. It's usually worth doing if the modem isn't getting online but the power levels seem ok.

It's a thing, I assure you.

Re: shub 2 modem mode
 

Can you explain what happens when the Call center say "i've boosted your signal"

how do they do that?

Re: shub 2 modem mode
 

Looooooool, it is a shame they dont realise how stupid they sound. If they think they can work magic then they should be working in networks and sort out 1gbit fttp

Re: shub 2 modem mode
 

https://www.cableforum.co.uk/images/local/2014/08/5.gif


Seriously though, the agents are trained to use the "sending signals" line but it isn't to try and pull the wool over a customer's eyes, it's to keep the level of Jargon down. I doubt most of the people on this forum, who are generally fairly technically inclined, would know what "sending hits" meant, let alone an average customer.

The "boosted your signal" one isn't something officially trained out as it is misleading at best. Christ knows what (if anything) the tech was actually doing at that point.

Re: shub 2 modem mode
 

lol, that gif is excellent, it has given me my afternoon chuckle

Re: shub 2 modem mode
 

And that does what exactly which is at all relevant to fixing node congestion problems? Yes it's a thing that exists. That doesn't mean it isn't still a complete lie that has nothing to do with, and no chance of fixing the problem the customer called about.

"You have performance issues between 6pm and 10pm every day? Sure I'll send some signals at 2pm. That'll fix it."

Re: shub 2 modem mode
 

See that's a different statement entirely. I agree, there's nothing an agent can immediately do when it comes to congestion other than check for an existing ticket or raising one if there isn't. That's what they're trained to do, that's what the internal process dictates they're supposed to do - they're never told to outright lie to the customer. Mind you, I can only speak for onshore, not offshore.