Quote:
Originally Posted by BenMcr
Except the idea of the forum is that it's supposed to be community support first and that the forum team pick up those threads that haven't had a response or reply.
If you get the agents to check every thread irrespective of whether it's been answered or not to see if there has been a resolution then the response times will get longer as the forum team would basically have to read everything anyone posts to check whether things are resolved or not
The forum is not and was never set up to be a first line support channel. That is the phone/Contact Us and the new automated diagnostics available via the phone and website
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Quote:
Originally Posted by Chris
I said nothing about fresh queries, I said 'by OP date'. Dealing with the threads posted first is an obvious, fair way to handle issues. Dealing with the threads that have been dead the longest is not.
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The reasons are exactly as Ben set out above because it is Primarily A Self Help Forum not a First Line Support Forum so they work to rules laid down by Virgin Media, if you want a quicker response use the IVR or speak to a First Line agent, but remember any response by the Forum Team is from a 2nd line Agent with access to more tools than any First Line Agent.