Superhub customer service nightmare
 

Hello,

Here’s a tale of bad customer service from Virgin Media. It’s long but it might help someone else in the same situation get a result. If there’s a moral it’s to not accept what you are told can and can’t be done.

http://virginmediasuperhub.blogspot.com/

Apologies for posting this if it's a breech of forum ettiquette. I told Virgin I would be posting my story of poor customer service in as many places as I could so I'm doing so. Hopefully someone benefits from the confirmation that you can reverse the Superhub upgrade if it's not working.

Re: Superhub customer service nightmare
 

Judging by the post below yours being titled "Superhub nightmare" you're obviously not at all alone in this matter.

I do however find it hilarious how you were told at point blank "it can't be done" several times then they did it 5 minutes later... Might be worth emailing your story to the executive team, though not sure if/what they might do about it.

Re: Superhub customer service nightmare
 

I know exactly how you feel, just had something along same lines, strange thing is no one seems to give a monkeys, very frustrating, see here
http://www.cableforum.co.uk/board/12...rade-woes.html
Now happily back on 20 meg (but for how long ) :erm:

Re: Superhub customer service nightmare
 

haha I wonder how alex brown will take that blog if he sees it :) he has been defending it.

VM term for cannot be done usually means it can but just isnt process.

Re: Superhub customer service nightmare
 

How do I check the power levels with the superhub interface?

Re: Superhub customer service nightmare
 

Click here http://192.168.0.1/ and the username is admin and the password is changeme login and click the small red writing that says Advanced Settings.

Then on the left side under Maintenance click connection.

Re: Superhub customer service nightmare
 

Thanks for the replies.

I sent Alex Brown a tweet and he's posted on the blog and asked for an email.

I'll post any follow up.

Re: Superhub customer service nightmare
 

I'm at the point of phoning up on Monday and asking it for mine to be removed. (I'd do it today except life's too short, and I'm actually trying to enjoy the weekend)

I installed mine yesterday, and so far the poxy thing has reset itself at least eight times. My main computer won't remember the passphrase to connect to it, and why should I sit wondering how long I'm going to be able to work for before it dies again.

They're shockingly awful pieces of kit which should never have been unleased on the world.

Re: Superhub customer service nightmare
 

Good blog post.

Re: Superhub customer service nightmare
 

Alex will take it very seriously .. and processes are there for a reason. If a process is at fault then feedback from our customers is the only way we find out.

The team Alex has asked you to contact are very good, I've worked with them a lot and they have an exceptional grasp of customer care and problem ownership. Sadly you have experienced something we hope never happens to any customer and believe it or not, there are many people in VM that spend their days trying to avoid poor customer care like this, Alex being one of the top.

I feel it is important to remember that we deal with thousands of calls and faults a day and the number of problem we see is minimal, this doesn't excuse your experience in anyway and I hope VM are able to turn this around for you.

Thanks for posting it.

Re: Superhub customer service nightmare
 

had to have a giggle at that, nearly as good as cs telling me that upstream isn't really as important as downstream :D

Re: Superhub customer service nightmare
 

Thanks and I understand that entirely, I'm often the person dealing with complaints myself in my job. It's not the 99%+ that go right it's the ones that go wrong that cause discussion.

Perhaps if there was a customer service option via the 150 number for people to raise issues like this it wouldn't have required public discussion. Ringing the service line again and again is almost the perfect way to cause frustration and annoyance.

But thank you for responding and hopefully there will be some sort of change in the way some queries are handled going forward.

Re: Superhub customer service nightmare
 

and sadly it takes a blog post to give that feedback.

Re: Superhub customer service nightmare
 

seems the best way to reach them is twitter tbh

Re: Superhub customer service nightmare
 

The problem seems to be with the MAC's of these super hubs, most people i know that cant get one working its that. 3 hours i was speaking to india about my MAC saying "its not on our systems over and over again" then turning it on and off 30 times will make it miraculously work! no....

Re: Superhub customer service nightmare
 

They are good when you e-mail them, but not so good when you just tweet them anymore.

Normally just say sorry to hear that, or they shouldn't have told you that etc. Rather than actively ask you to send them the details.

Re: Superhub customer service nightmare
 

Depending which address you email its the same team ...

Re: Superhub customer service nightmare
 

The "It can't be done" seems like they dont understand their own products.

You moved onto the 30meg tier when you activated the SH, which means you were bumped onto a channel bonded thingymabob. Your old modem wouldn't support this, so they couldn't activate that modem while you were still on 30 meg. Computer says no.

Once you reverted back to 20meg, your modem would now be acceptable to VM's phone jockey instructional flowchart system and so it was done quickly. They should have just suggested doing that straight away once they realised the original superhub was fecked pending your receipt of the replacement.

Re: Superhub customer service nightmare
 

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.

Re: Superhub customer service nightmare
 

We do not have the permissions to do that on an account only Customer Services can do that so anyone requesting a downgrade would be transferred to them.;)

Re: Superhub customer service nightmare
 

You do mate, you have the rights, just not the training. Clearly its not something I would suggest you do though, as there are so many different codes, its better to leave accounts to the Care guys.

Re: Superhub customer service nightmare
 

It eventually took a maximum of 5 minutes to complete once it was finally agreed it was possible. I had asked on at least 3 previous occassions for the old modem to be reactivated and been told "it can't be done", not "it's difficult", or "I can't do that".

It was only when I began saying that I wanted an explanation as to why it couldn't be done and then requested a downgrade that I got somewhere.

I really don't care if it's "royal pain".

No they will be told it can't be done when they ask for their old modem to be reactivated. If they really push they may eventually get it done.

The agents will not at any time suggest this as a solution.

Re: Superhub customer service nightmare
 

We have always been told that we do not have the permissions and even if I did I would still transfer them to the correct team as they cannot then point the finger at me.

---------- Post added at 12:02 ---------- Previous post was at 12:00 ----------

If the adding of your Superhub is done correctly the old standard modem should no longer work on the system as it should haver been removed from the inventory as Nopanic said above, you would most likely just get a replacement Superhub.

Also if you have a manned installation the modem would be taken by the engineer.

Re: Superhub customer service nightmare
 

Which is exactly the problem. I had a working connection which was replaced with one that didn't work. Instead of restoring the working connection the intention was to leave me without internet for up to 6 days.

The process is designed to suit Virgin Media and not the customer.

Re: Superhub customer service nightmare
 

The royal pain bit for agent includes several departments, all with a few days lead time, so you should care.

The process is to stop people running clones and taking free service, not to help us .. we don't care how many modems are floating on accounts.

---------- Post added at 12:38 ---------- Previous post was at 12:37 ----------

This isn't process, it is a fault.

Process would have to online there and then. Faults happen sadly.

I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?

Re: Superhub customer service nightmare
 

Keep my connection running and I'm happy. Tell me I have to go without for 6 days when there's a perfectly viable way of keeping me connected and I'm not.

I don't care what the internal difficulties are because it isn't my problem. I'm sure the Virgin customer charter doesn't say "Do what the customer wants unless it's a bit difficult".

It didn't take several days lead time it took 5 minutes.

I was told something couldn't be done, unambigiously and repeatedly and it could.


I don't think you understand what good customer service is. I'm not a testbed to work out problems. I'm someone paying for a service.

---------- Post added at 12:49 ---------- Previous post was at 12:44 ----------

Faults happen, the process I'm referring to is the one that left me without a connection.

And the "fixing it" involved being asked to change settings that had as much chance of fixing the fault as opening the window of a car would fix a broken fanbelt.

Re: Superhub customer service nightmare
 

Well given the fault here was with the Superhub, you don't need it to be used to send out a replacement. That was already being done before the old modem was reactivated.

Re: Superhub customer service nightmare
 

But they upgrade your ethernet, didn't that fix it? :tiptoe:

Re: Superhub customer service nightmare
 

You experienced bad customer care, there's no question and in your case, there was the option to put the old modem back, which isn't always the case. Rather than confuse things the agents are given a set of instructions to follow, the way they word their replies to customers, is not scripted so confusion does happen.

If the process had been followed correctly the agent would have called through to 2nd line who would have raised this to the IT department to fix it. The fact that the issue is a loss of service is noted and a return expected (within working hours) basically the same day.

The situation now, is you do not have your upgrade, which is a failure.

---------- Post added at 12:59 ---------- Previous post was at 12:57 ----------

Ok, assuming that is wasn't possible to fix internally then the call should have ended with either a tech being booked to get a modem out ASAP or customer care making changes to the service tier (as they did).

The problem is agent education here and I would suggest you contact VM to make it known.

Re: Superhub customer service nightmare
 

Feels like a good result to be honest.

Re: Superhub customer service nightmare
 

You wasted your time trying to get something from a company you pay to provide you with a service.

I wouldn't be happy with that at all.. and the agents that have given you the run around need to be identified and educated.

As I say faults happen, I think as customers we can accept that, but its how the company deals with them that counts.

Re: Superhub customer service nightmare
 

Irexes, your my hero!!!!

Good on you getting your old service back, i upgraded from 50mb to 100mb and since the SH has been installed i have had every possible prob happern, the difference here is they took my 50mb modem away and wish they didnt or i would be back on 50mb WITH A MODEM NOT SH,

As for customers been a test bed for new products i think not when we pay full price, tho if your offering it for half price then ill put up with it (that ant gonna happern), plus when you post here or call them noone is interested, there getting feedback and they dont take it onboard, im made to feel like im making it up, that i have no fault and just wanting some company via the VM support line

Its like samsung telling you to put up with there new 3DTV turning off and on by its self because its "new", that would just not happern

I keep telling you, netgear HW is flaky at best of times, VM are just hoping it will go away, but it wont untill you get rid of netgear and that wont happern because of the investment VM have made into the SH so why DONT YOU BRING OUT THE 50mb MODEM (IT CAN RUN UPTO 300mb) AGAIN SO WE HAVE A CHOICE

(sorry for shouting, ive tryed everything else but SHOUT on a forum :P

Re: Superhub customer service nightmare
 

And why should VM take notice of any post on here. This forum has nothing to do with VM.

There are VM staffers who come here in their own time who may take feedback with them but they are not obliged to.

Re: Superhub customer service nightmare
 

No it can't.

Re: Superhub customer service nightmare
 

royal pain or not, its not the same as not possible.

---------- Post added at 15:04 ---------- Previous post was at 14:59 ----------

so tech support less calls from novice users about ddns etc. but more calls about modem related faults. I agree regarding netgear, even the supposedbly good dg834GT router I had issues with (adsl router). For me netgear are lower quality than dlink, speedtouch and billion. But my guess is its for a reason ,netgear routers can be cheap to buy and I suspect they made the cheapest quote to VM on the new superhub.

Re: Superhub customer service nightmare
 

Arguing that the situation is a failure while the customer got what he wanted and is happy for the meantime is a very blinkered viewpoint.

Also arguing over techinicalities of a situation which has been made right in the customer's viewpoint (and 99.9% of everyone else's) doesn't make much sence and won't produce a better customer experience, which must be considered the highest priorty in a service based industry.

It is the process which failed. The process flowchart should be changed to:

install superhub > only if it works should the old service be taken out of commision with the administrative task of removing that hardware from a list which does not effect customer satisfaction one iota.

(flowchart is not a flowchart, so sue me).

If your brand new car is having problems you would expect a courtesy car would you not?

The netgear router itself is not part of the problem, the equipment which it has been derived from is a superior piece of kit. I did alot of research before buying a wndr3700 for £120 and it has not skipped a beat. Although granted I do not require it to do some of the things that is being expected of the superhub (e.g. wan side port changing to a different port on lan, QOS).

As I understand the problems I have seen are that the superhubs MAC has not been entered into the system which is an administrative fault; and the modem power levels being outside the desired range. These faults don't reflect of the abillity of the hardware to do its job.

I have experienced slower speeds on superhub wifi compared to the wndr3700, it may be down to different settings. This is the only thing that the superhub does that possibly the wdnr3700 does better.

You can't say that netgear is a poor choice universaly based on missing features which are present in other routers from netgear.

In this case (the case of the OP), he has had a royal pain due to the mac address not being in the system; it seems at odds with the idea of good customer service to then say its a royal pain to revert back to the old service. See my earlier "flowchart", this situation should not arise in the first place (the situation not being the fault itself but the reluctance to getting the old service back up temporarily).

Re: Superhub customer service nightmare
 

out of curiosity do agents get disciplined/sacked for not following process? so do VM allow initiative?

Re: Superhub customer service nightmare
 

You need to expand on that.

Re: Superhub customer service nightmare
 

The above post (sixpack) is spot on from my point of view.

I should also add that given that at no point did anyone ask me for any of the diagnostic information available, I'm not convinced the same thing won't occur with another Superhub. As you say, power being outside the range from what I've read seems to be a likely candidate.

Re: Superhub customer service nightmare
 

seems simple to me.

are agents allowed to deviate from scripts and training if it keeps the customer happy.

eg. temporarily activating 20mbit but making a note that customer is on 30mbit and a new superhub is on the way to them.

another example shifting someone to overlay if on congested legacy.

are they allowed to do that kind of thing if they choose to.

or do they have to tow the party line.

this word process keeps popping up.

Re: Superhub customer service nightmare
 

We have no scripts as that would not work on broadband even though they would love it to be possible but the are to many variables to be scripted.

30Mb is only activated once the Superhub is on the account.

We cannot move you onto a specific uBR as the modem will only tune onto the correct one, so not possible but if you were previously on a VXR7200 uBR then the Superhub will retune to a VXR10000/12000 or a Motorola.

Luckily I do not have to do any Quickstart work such as adding new modems to accounts, we only see you if the is an issue.

Re: Superhub customer service nightmare
 

The fact that several of us post on here and read your complaints shows we do care and the feedback is used. Remember as posted we don't get paid to post here ..

True, but if its not process for an agent to do something, they will not be shown how to do it, thus it is not possible for them.

System and agent limitations means its not possible to do what might seem like the best option. If a customer calls up and fails to get what they want (within reason) for example an upgrade then yes it is a failure.

I don't see how it's been made right ? the customer wanted an upgrade, it didn't work .. I look at things from a technical point of view, it is my job to make sure customers get the service they pay for and things work.

So this customer goes back to the old service, the fault is not identified and the next customer gets the same issue and then the next and the next, I don't think you are able to grasp how important the identification and resolution of faults is from a customer service point of view,

---------- Post added at 16:03 ---------- Previous post was at 15:59 ----------

Let me also clarify my "royal pain" statement. I'm not saying the agent would have to go do some work, old equipment is removed from the systems, once removed it needs to be add back by the correct department, in this case it wasn't at that stage, but when you take into account the amount of accounts and the amount of equipment VM has and processes, we have to keep tabs on it all and make sure its correctly recorded.

If the equipment is not removed correctly it causes account problems.

Re: Superhub customer service nightmare
 

Yes i know its not the VM forum but like you say, VM staff do browse these forums and choose to help/respond, i think VM could learn something from here with all the probs, but like you say, VM wont do a thing

Next you will tell me it cant do 50mb.....

Who does get paid to post on here, nobody,

as for help, i havent had any help off VM staff (on here or phone line), i had to get peoples different settings and try them out


and as for the person who says netgear are good needs there head testing
im expecting a secure wireless router, the SH is not secure (you have to disable the firewall to reduce jitter lol), why dont you try and block something though the router (e.g. if your fed up of your son playing xbox at one in the mornin and have to force him to stop) you will find you cant, because its a netgear router, there FW is shockingly unreliable

Re: Superhub customer service nightmare
 

:rolleyes:

Post on the official forums them ..

Re: Superhub customer service nightmare
 

rofl

Re: Superhub customer service nightmare
 

Well what do you want ? its Sunday afternoon and you're giving attitude ..

How about a nice friendly request for help ? No ? ah well ..

Re: Superhub customer service nightmare
 

It can do 50mb fine. That has no relation to the fact it cannot do 300mb.

Re: Superhub customer service nightmare
 

That's not what they said. They said no-one could do it.

I wanted a working Internet connection. A cheap upgrade was nice, but not at the cost of interruption to service.

NO-ONE WAS TRYING TO IDENTIFY THE FAULT.

Sorry for caps but you're ignoring that. The tech advice was spurious at best (only 1 attempt was made to fix it, other than switch it off and switch it on again, and that was to change the wireless channel!) and then a replacement was ordered. There was no attempt to identify the fault and no guarentee it wouldn't happen again.

The next customer's service shouldn't be dependant on giving the previous one a bad experience.

Re: Superhub customer service nightmare
 

I agree with Irexes post, nail head hammer in fact.

The upgrade was a failure because there was a fault, the process then failed as it failed to take into account the customer's wishes which were not to extreme i.e. put it back like it was please, while u send me the new hub.

If this is hard to do or people are not trained to cope, then the process is a failure and needs to be upgraded. As Irexes said, making him wait 6 days will not help solve the problem and not help the next customer with the same problem. In fact they will be another p'd off customer.

Re: Superhub customer service nightmare
 

I'm not ignoring anything, I've very openly said you have had terrible customer service, I'm suggesting that Virgin has failed you in that you have not had your upgrade, but if you're happy to let it slide ..

If things had gone correctly, a fault would have been fixed.

The next customer uses the same systems as the last .. so of course its dependant on the last customer, if the last customer has a fault cause by VM.

Re: Superhub customer service nightmare
 

I'm not letting anything slide (and the faintly patronising tone is getting annoying).

Please explain to me how sending a new hub was going to fix the fault in a way that would help the next customer?

Re: Superhub customer service nightmare
 

I agree.

If you think I'm being patronising its because you're looking for an argument.

I've been basically saying the company I work for has let you down and that you should have come away with what you asked for.

If you're not able to grasp that, then great, stick to your 20Mb. I've had enough of trying to communicate with you.

Re: Superhub customer service nightmare
 

Well that's cleared that up.

Re: Superhub customer service nightmare
 

Wow, strong words there.

Time to grab the popcorn methinks.

Re: Superhub customer service nightmare
 

how is my first post for help not friendly, suppose its because i dont like your new SH is that it???
Funny, your attitude sounds like that during the week of calls to VM, gosh you are suited to the job arnt you :) (what do you expect when VM fob off a customer who has faults)

I did ask for help and got nothing, because the problem i have is not in your script, VM staff scurry away and hope i will vanish into thin air (next he will say "uggg if you dont like it goto bt ugg ugg grunt")

Hi, my upgrade has not gone to plan, im not letting it slide, i wish it would be fix, but when i start talking, seems like i talk in clingon, like i said, one VM tech staff told me ports on pc's dont exist so how are they going to know how to solve a problem like mine, by scurrying under a rock untill the bad man goes away...........

what, it wont goto 100mb then, someone on here mentioned on here it has possibilties to go upto 300mb and on the spec sheet of the modem it is possible if VM had the tech inplace for the modems protocol


sorry for hijacking the thread, but it is to do with poor coustomer relations (how many times has the password been asked on the phone, its burned into my kids memorys ive said it so many times!!!! you can fix that as well)

--------------------------------------------------------------------

woundered when this was gonna get edited, ohh well remember, we live in a land of free speech

Re: Superhub customer service nightmare
 

This thread is achieving nothing. My aim was not to side with VM or try to make out like customers don't matter .. in fact it was the complete opposite.

I am annoyed when our company fails our customers, as are most of the staff that post here.

For the record PhusioNMCR I'm not an agent and if you actually want my help drop me a PM.

Re: Superhub customer service nightmare
 

rofl, common, i wouldnt work for VM, i got out of the pc game 10 years ago, anyway look at you all making out vm dont put a foot wrong, when you go to sleep tonight and all you have is your thoughts, the truth will come out

anyway, companys who have subbies always go down hill with customers because they are subbys, they dont care, heck your only there because you look forward to your wage packet, anything that requires you to go above your duty and bam "not my depatment"

Re: Superhub customer service nightmare
 

Digital Staff, once again Virgin Media staff expressing their personal opinions on forums which they have no basis. I was NOT sacked nor was I made redundant. If you want me to tell you, I signed what is called a compromise agreement. In this agreement I CANNOT talk about the reasons I left. But your off the mark saying I was sacked and it's sour grapes.[mod edit] The only reason I'm being vocal now, is because I have no ties with the company any more, and can give customers an insight to [mod edit] advisors, and the company as a whole provide to the loyal customers who step on the wheel and keep running like a mouse to keep the company going.

You've no idea who I am and why I left. Just like your signature says "All views expressed on here are my own and may not be the same as Virgin Media". What would your employer have to say if they found out you're spouting personal opinions as a Virgin Media employee. Give us your name and I'll raise feedback. No I didn't think so. You keep tapping away at your keyboard, and be the loyal employee you have and always will be by jumping through hoops to get your bag of Maltesers, cos that's all any employee is worth cos you let them. Where's the union, I bet your not signed up to the union...no you're not, cos the company doesn't recognise unions.

Re: Superhub customer service nightmare
 

I wouldn't waste any more of your personal time here, Nopanic.

We've been insulted enough.

Re: Superhub customer service nightmare
 

i feel a revolt comming (just seen the new vm add as i type, spat out ma tea at the bit where he says "a more exciting place to live" hahahahahahahahaha if you like to spend hours on the phone repeating youself like a broken record)

Re: Superhub customer service nightmare
 

Now that shows how little you actually know about the company that you left as it is part of the social policy of the company that allows us to post on forums such as this, but we cannot post anything confidential or business sensitive and that is also the reason for the disclaimer in my signature.



Actually I am a member of the CWU which has full recognition at the Albert Dock, so you are not from this call centre.

Read more HERE and HERE

I would check out your facts first before spouting anything more that has no substance in actual fact.

Re: Superhub customer service nightmare
 

I haven't even started Digital Fanatic. You jump onto these forums claiming to be employees. What's your purpose for genuine VM customers looking for answers. You're not helping anyone other than put yourselves on a pedestal.

There's endless customers who complain on a daily basis about the same issue. Contact CSC, then being transferred to FMC. Oh and being transferred back again. If the process isn't working, why don't you refer to the process directory. That's the internal directory employees go to when they don't know how to do something. What about the sit where it hits policy. So don't spout to me about policy, it's there if you want to use it and can send a request for it to be added or modified.

Re: Superhub customer service nightmare
 

run along... Masque pass me that spray!

You've obviously not read all the help I and others give on here, stop trolling and go away... bored now.

Re: Superhub customer service nightmare
 

[mod edit] You're not a Virgin Media employee, you work for a agency. Not long before Albert Dock are on notice!!

Okay if you're allowed to post [Mod Edit] on behalf of the company, what's your full name. Just so it can be checked out of course.

Re: Superhub customer service nightmare
 

Re: Superhub customer service nightmare
 

:)

Re: Superhub customer service nightmare
 

Are we back onto talking about the super hub here?

May I just say my SH is working fine and the wireless is fine, but back to the original theme of this thread, CS need a little more insight especially the India call centre from the 2 calls I made recently (help on activation then power level potentially too high).

Re: Superhub customer service nightmare
 

It took a few hours to get mine activated but all fine since then and I am using my own router.

Re: Superhub customer service nightmare
 

Re: Superhub customer service nightmare
 

I'm just woindering as VM staff when you see problems on here like there seems to be more problems with the SH lately do you go back to work or your managers and report back from the posts on here.

Or ever deal with a members situation and resolve it for them?

Re: Superhub customer service nightmare
 

One thing to remember is most people only come on forums if they have an issue and the vast majority do not and if they do they ring in to support for help and we are not having a massive influx of hub faults otherwise we would be updated over them.

I have had a Superhub since Friday and I am running my own Edimax router through it by disabling DHCP on the router and the signal as good as before.

If we reported any issues from here we would be told to ask you to call in or use the community forum.

We can only offer advice and general help on here as we are unable to use any account details from members in order to check out your connection because of the Data Protection Act which a lot of people think we can ignore.

Re: Superhub customer service nightmare
 

This forum is very helpful at spotting issues and we do indeed raise outages and fault tickets from the information here.

As Masque says, we haven't got a universal problem with the SH, but people seek out forums to complain/share problems and look for solutions.

The other issue is regarding DPA and this forum. We cannot take on a personal case as we would have to gain the customers account information, this would break DPA rules as this is not an official VM help portal.

This forum is an excellent forum and has been great for myself as it's help me spot national/regional platform outages.


If I can help someone, then I will.

:)

Re: Superhub customer service nightmare
 

Ah right well thats something I didn't know, which is what I assumed you would be able to do.

Re: Superhub customer service nightmare
 

You know, if VM had a better contingency this might not have happened.

I don't see the problem with having two MAC addresses on the customer account for a limited time, i.e. one month "trial" of the Super Hub and if anything goes wrong - say it's one of the many faulty ones out there - the customer simply drops in the modem they were using before that. Then they're either sent out another later, still able to use their original setup, or can choose to stick with the new Super Hub. The default action could be "assume Super Hub is fine and leave it as only registered CPE on the account if customer does not report faults".

It seems like logical damage control on an unfinished product that seems to be unsatisfactory to a notable amount of people whether they post on here on not, and is better than pointless slanging matches.

Re: Superhub customer service nightmare
 

I agree allowing double mac's but I think VM are paranoid about abuse. A way to prevent that tho is have both mac's but not both allowed at once, so if someone sold their own modem for someone to use illegally, it wouldnt work when the superhub is also online.

Re: Superhub customer service nightmare
 

It is also a reason why the majority of members are unable to contact us via PM because we have had unsolicited ones with account detail included that we cannot deal with so better to have PM off.

Re: Superhub customer service nightmare
 

I can appreciate you giving your own time to post, but in view of all the posts concerning it, how can you possibly say there are no issues with SH,
People post on here for advice as they have already gone through the laughable procedure that is called customer service, and post here hoping to get some help.
I for one was quite happy to revert to my 20 meg after hours spent on the phone talking to people who clearly had no knowledge of the product they are supposed to be supporting

http://www.cableforum.co.uk/board/12...rade-woes.html

Re: Superhub customer service nightmare
 

I have the Superhub and it is fine and I am using my own Edimax router without any issue.

If the were a major issue then we would be inundated with calls about the hubs.

Re: Superhub customer service nightmare
 

Masque according to VM people I spoke to they say they are inundated with calls. ;) including CEO office, as he got very curious when I told him about my 4 hour outage.

Re: Superhub customer service nightmare
 

We are not having many calls here then so no idea where that information is from, any issues would be mailed out to all support staff.

Re: Superhub customer service nightmare
 

Granted my outage seemeed to be down to upgrade work, I still have the questionable superhub failing to boot multiple times with blue lights. The info came from 2 calls to VM, one on the 0800 activation number with the guy telling me even his own superhub got swapped out and other to ceo office.

Re: Superhub customer service nightmare
 

Well up to now my hub is working fine with my Edimax router.:)

Re: Superhub customer service nightmare
 

Well obviously many do work fine I didnt say they all failing ;)

Re: Superhub customer service nightmare
 

Could it be that were on later models Masque? Got mine same day as you and the hub is brilliant.. I can connect wireless to my lappy in the back garden while the hub is upstairs at the front of the house quiet a long distance away. No drop outs and full speed using the 5ghz option.

I'm totally impressed with it. Can't fault it in any way at all.

Re: Superhub customer service nightmare
 

Mine is also working fine, just have a high download power issue to address with faults which is not down to the hub, so otherwise a good piece of kit, with improved wireless performance as well for me.

Re: Superhub customer service nightmare
 

I know that as we would have calls coming out of our ears.:D

Re: Superhub customer service nightmare
 

Agreed you only have to look on VM help and support forum some people have been waiting for 4 days for a reply after posting a problem.

Re: Superhub customer service nightmare
 

I have the first model, with the 3046 MAC and its perfect ..

I guess it all about numbers, even if you count up the amount of people posting on forums, you're still only a tiny amount of the overall SH's sent out ..

:help: