Quote:
Originally Posted by darkm
The issue has been reported numerous times both on the community fourms and on the phone. The problem with the people on the phone much like yourself is that you dont see any problem.
People look at screen status page of the ubr and if it says its fine then its not an issue with the ubr.
After that the checks on powerlevels and the router are done, basic speed tests which all reveal upload is limited.
So where does that leave us?
After tech calls to the house issue still remains, numerous router swaps, cables changes, the problem remains.
Futher calls lead to no where because the guy on the other end of the phone says there is no problem or says its the internet o its traffic management or just another excuse. there is no ownership. No real fault finding is done...
And im not the only person to experience this kind of customer service. Half trained advisors that dont understand how download and upload speed work. Dont understand that any issues on the ubr could effect my service being delievered to me. They dont understand what firmware is and the communication from the senior team to the fron line advisors is poor as demostrated by the announcement of the problems with the hub, prior to the announcement as far as the agents were concerned everything was fine dispite the numerous posts on forums like this about problems with the hub.
I'm sorry but any thing you have said again is just passing the buck. There is information to suggest there are compaitability issues with the hub and instead of hindering and saying my hub works great which is good for you, why not try something which some Virgin staff find hard to do and take some form of ownership and assist those that nee help.
Remeber as said before virgin pubically announced the issues with the hub, we all knew and experienced various issues. I have an issue which no doubt somebody somewhere within virgin media are very much aware of but are doing very little to alleviate the problem.
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1st line agents aren't in a position to take ownership of issue's like this and unless someone tells them about it, (which seems to have not been the case, they have no way to know)
The problem comes when they aren't trained well enough (as you say) to understand the issues, thus can not pass them onto someone who can resolve them.
Customer experience is something VM take very seriously and I know for a fact these forums are monitored for these kinds of issues.
I'm not going to apologise as I don't represent virgin media, but there are people in place to make the 1st line customer experience better and to help train 1st line when required.