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Originally Posted by Pantsu-san
I agree that the response is improved, and your employers should be congratulated for that, but the pattern is still occurring. It's still a product being forced on paying customers that is evolving into being fit for purpose at their expense. This is wrong. Test your product better. Simple as. I wouldn't publish a Citrix application to my users without testing it thoroughly.
Again, well done. Surely it's more beneficial to consider why their release was needed. A proper testing lab (staff, trusted customers, specific leechers, etc) would've highlighted these issues. You can get realtime results from the customer's modems. There's really no excuse. Especially if you consider how many previous new 50MB customers you already disgruntled.
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Unfortunately there is only so much testing Virgin can do before deploying a product to it's customer base.
The SuperHub was tested with staff (I know I was one of the ones that did so), however some issues won't show up until a diverse set of customers start using it.
If Virgin weren't responding to the issues, then I would completely agree there is a problem, but they are. Same as any company that supplies hardware.
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How did this even happen? It's mostly bad management decisions. "Quick, plug the hole!!!"
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Personally I don't know, but I doubt very much that any management of either Netgear or Virgin would say 'Let's purposely introduce bugs in a firmware update'
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Perhaps you mean for the people that just keep paying their bills and hope it's going to be fine in the morning? Or the people that can't deal with speaking to another offshore agent?
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No I mean those that have had no issues with it.
Believe me, when issues arise both TSC and CSC (and Customer Relations) know about it. If the SuperHub was as bad as people think it is, then there would be a support spike. Overall, there hasn't. In fact it has reduced the Wireless support issues just as it was designed to do
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Ben, I have the utmost respect for you and your colleagues who frequent an unofficial forum. I've read the support you give to people in these forums and I commend you for it. My respect is lost, somewhat, when I read you backing a horse that fell at the first hurdle and is eyeing the 'veterinarian' approaching with a gun.
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I've been working for cable since the days of ntl. Compared with then, this is nothing lol
---------- Post added at 22:47 ---------- Previous post was at 22:47 ----------
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Originally Posted by Chrysalis
yet VM have dumped netgear as a supplier
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No they haven't