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007stuart · 12-12-2011, 18:43

Is there an easy way to explain to a call handler that my Superhub is in Moden only mode?

I have spent 10 - 15 minutes to an offshore call handler following a failure on my broadband service. It seemed that modem only mode on the Superhub is not widely understood and even after advising that I was on R30 the call handler still failed to grasp the issue. I wasewven asked what router I had only to be told sorry we don't support that manufacturer. I think she even was not convinced when I told her I had only 2 lights showing with the Virgin motif illuminated red and not blue.

Eventually the penny dropped and after some checking shew managed to restart my service.

Am I just unlucky or is there a training need that Virgin need to address?

12-12-2011, 18:43	#1
007stuart cf.addict Join Date: Feb 2011 Location: Glasgow Services: TIVO V6 Meg Service TV XL Virgin Phone Home & Mobile My wife says I have too many SONOS units Posts: 436	Offshore call centre knowledge Is there an easy way to explain to a call handler that my Superhub is in Moden only mode? I have spent 10 - 15 minutes to an offshore call handler following a failure on my broadband service. It seemed that modem only mode on the Superhub is not widely understood and even after advising that I was on R30 the call handler still failed to grasp the issue. I wasewven asked what router I had only to be told sorry we don't support that manufacturer. I think she even was not convinced when I told her I had only 2 lights showing with the Virgin motif illuminated red and not blue. Eventually the penny dropped and after some checking shew managed to restart my service. Am I just unlucky or is there a training need that Virgin need to address?