Quote:
Originally Posted by Chrysalis
darkm give up explaining.
The fact that (a) tech support dont understand things like firmware and technical explanations of problems (b) there is no specific procedure to report superhub problems on the phone (c) that tech support will blame local pc equipment or even utilisation before considering the superhub, are all irellevant according to masque and others when looking at fault data.
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I deal with faults that are recognised as such by Virginmedia and it is not my job to collate any issues while on a call unless we have been specifically asked because we have targets to meet and the are people like Nopanic who have the job of checking for faults and patterns to identify issues with the products we offer.
We also call our 2nd line agents who will advise us to raise an issue up for investigation if required but do not expect us to investigate issues that is not in our remit.