Quote:
Originally Posted by ianch99
Agreed but what percentage of customers that are affected actually a) know what is going on b) are bothered enough to complain and c) have the energy to pursue the complaint ..
VM *know* by looking at the CMTS usage stats if there is or is not a utilisation problem on a particular network segment. The issue here is, as you put it, that it takes "hundreds and hundreds of people calling in" to expedite a resolution
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I'm not disagreeing with you at all. I'm simply stating that Virgin will always do what's best for the business - if a fault is costing them more money in the short term, they'll escalate a fix. You're absolutely right, for slow speeds most customers won't even notice, or if they do won't bother to phone in - this is why Virgin doesn't put slow speeds very high on the priority list, especially given how expensive it is to fix.
To put it into perspective, 3 Customers with a total loss of connection will have a higher priority than 100 customers with slow speeds.
Virgin knows exactly how many customers are affected by any particular issue, but they also know that some issues will cause more phone calls than others and will focus accordingly. It's not ideal at all but that's how it works.