Thread: 50M Superhub is nowhere near as bad as people say!
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Old 03-05-2011, 19:43   #228
Nopanic
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Re: Superhub is nowhere near as bad as people say!
Quote:
Originally Posted by darkm View Post
Not mixing up anything. I'm asking first line agents to do their jobs right and to know their products and services they support.

It is clear from agents I have spoken too and im sure others can verify that they havent a clue about the basics. How a pc works? How a modem works? what firmware is? How upload and download speed works? How a network works?

Simple things i'm sure you agree but if you cant understand the simple basics then how can you begin to troubleshoot any issue?

Rebooting a pc more often than not resolves a lot of issues but when agent quite clearly fill you with every lie under the sun and I have heard alot of rubbish then what recoures of action do us customers have?

The complaints department are almost as useless as they have no understanding of faults. They are there from a customer services aspect. Believe me I have raised a complaint and spoke to them and still you get no where. Even had a nice lady send me the traffic management policy by email as to why I wasnt getting my upload speed.

The only thing she didnt understand was how a modem configuration file worked and if it was true about me being traffic managed my upload speed wouldn't be 1.6 meg upload but 1 meg. Not to mention the fact of changing the MTU value.

Again it comes down to common sense something that some people are obviously lacking.

And for talk sake and take it at its face value as I have been told that there is nothing more that the faults department can do a refuse to take the call?
What sort of customer experience is that?

I'm not looking to argue with anyone but many people do agree and I have made my points to the complaints team about the lack of ownership, lack of training/knowledge to staff known.

The fact still remains and you are forgetting that there are issues with the superhub that no one can deny, stated by Virgin Media. Everyone has their own issues some resolved by firmware updates some not. But they are valid issues and need to be taken on board, raised and followed up by Virgin Media.

I have been told my issue is being investigated by Cisco currently? How true that is I dont know but we live in hope that somebody in Virgin are doing something about the hub as currently stands it is a bad as people say regardless if your hub is working fine.

Has anyone given you a reference number?
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