Quote:
Originally Posted by Masque
Not being defensive as we have very few incoming calls over the hubs and if the was a major issue we would be made aware on our intranet as we have been over the firmware issue.
if the was a big an issue as the few posters on all the forums combined say the are then we would be inundated with calls, but considering the amount of hubs in circulation we get a relatively small amount of calls with regards to these devices.
In fact we get more calls where the are issues with existing standard modems which we either replace or send an engineer.
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Well as we dont have the stats about the calls its doesnt matter. The fact remains it is a problem and also through the numerous amount of calls that I have made to vigin not one person knew and could even understand the issue or even attempt to resolve.
Hence the inadequate training and poor communication within virgn media as only a select few know the problems with the superhub and certain ubr, I believe some of the issue was with the cisco 10k kit. But not one person that i have spoken to on the phone knew of the issue but rather tried to blame it on utilization, traffic management or simply its the internet.
So tell me as a paying customer how am I suppose to have faith in this service if the people delivering fail to understand their own products and services.
Even before virgin publically admitted the issues with the superhub the staff on the phone thought the superhub was the best thing since slice bread.
We all know this isnt true, we all know there are problems with the hub... just fix the hub and whatever ubr's that need fix and stop hiding behind the excuse oh most peoples is working, its fine here and there because it isnt fine.
And Masque since so you know what the problem is with users speed being restricted can you please share the information here as to what the problem is, what virgin have done to resolve it, any existing fault references for this.
