Quote:
Originally Posted by Masque
Also I wonder what will happen to the Community forum once they close the Albert Dock as that is were Virgin Media's 2nd line is based and they are included in the closure so possibly in 6 months this thread will have been of little consequence.
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IMO VM will still need a UK based 2nd level of TS. If they don't retain that then I predict that churn will become huge. As Infinity rolls out VM will no longer be able to keep BT phoneline based broadband on the back foot. At least one regular here has ditched cable for Infinity already.
They also still need to keep the community forum going. I've seen scores of posts where people say phoning support is pretty much pointless. I wouldn't know as I've only needed support when the connection itself has gone wrong and I've always used the forum for that as the alternative doesn't sound an attractive proposition.
---------- Post added at 13:58 ---------- Previous post was at 13:52 ----------
Quote:
Originally Posted by Chrysalis
The volume of actual support queries really is quite low for what seems to be 4 or 5 VM staff on there. 95% (at least) of the forum is discussions and moaning rather than support queries.
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I think most of the techs responding to issues on the forum only do so part time. If you look at the responses they come in batches. I reckon 2nd level draw lots and the loser has to spend an hour or so on the community board.