[Nopanic]

Originally Posted by darkm

No reference number I made a post in the community forum site graham reponded and checked again all the basic's and then looked into a bit further and has said cisco are looking at this. I would assume there is some sort of internal reference at least but im unware of it.

Dont get me wrong up until my issue I have been happy with virgin, never had a reason to call, download speed has been bang on the money. Then upgrade from 20 meg to 30 meg and thought great, saving some money, I can get rid of a router and have one piece of kit but so far download speed is great but upload speed is halved.

It is just a s frustrating for me as im sure it is for some of your guys to have repeated calls and im sure when issues are raised by you's it gets more annoying when you see these calls come back.

However hopefully something can be done..

Originally Posted by Ignitionnet

There seems to be a bit of a need for expectations management.

The guys answering the phone are not DOCSIS gurus, they are trained to manage the most common issues not to know about firmware, MTU changes, etc.

90%+ of issues are with customer's PC or configuration at some point, so this is where the training is focussed.

Expectation management is important, these guys may or may not be aware of issues and you would hope that they are, the issue that is unacceptable by any stretch is where problems aren't being escalated in a timely fashion but agents are more worried about their call handling stats.

If you want MCSEs / CCIPs answering calls probably best to go to an ISP that charges a tad more.

That said VM should ensure that their staff are aware of hot issues and the staff should all familiarise themselves with hot issues so that they can escalate calls promptly and appropriately.

Sure I said that already