Quote:
Originally Posted by BenMcr
One of these call types is Wireless setup issues. If Virgin can introduce hardware which gets ride of the majority of these types of calls, it frees up the existing call centre staff to answer those calls that they are trained to do. So rather than waiting 5/10 mins to get through to a tech support agent because there is an actual technical problem, and you are queuing behing someone who can't configure the SSID and WPA correctly, you are instead through to someone who can resolve your issue quickly
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It's funny you should choose wireless because that's the most conspicious problem with the Super Hub so far is precisely that. Dropouts, poor range etc. I actually have a couple of the routers VM used to send out (WGR614v9/DIR-615), running stock firmware they are way more stable and reliable.
I suppose the easiest way to put it is, if VM want fewer n00b calls then perhaps they should spend more time testing their gear rather than rushing it out, causing more problems than they solve because they're clearly not made well enough. Whether that's a hardware or software issue - or combination of both - remains to be seen, but it wastes everyone's time and makes customers lose faith.