Thread: Superhub customer service nightmare
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Old 13-02-2011, 07:37   #19
Nopanic
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Join Date: Jan 2011
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Re: Superhub customer service nightmare
Quote:
Originally Posted by Skie View Post
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.
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.
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