Cable Forum - View Single Post - Superhub superhub2

Kushan · 27-05-2015, 11:47

I think a lot of you vastly overestimate the number of people who genuinely complain about the SH1. It's a terrible device, but the sad truth is that the vast majority of people just don't realise how terrible it is. For a lot of people, they only had a modem before so getting a free upgrade to wireless is a bonus and if it's a bit flaky, well that's just wireless.

I know quite a few people, even some people who should know better, that have a SH1 and are happy with it.

This is why it's still in use, it doesn't actually generate that many support issues, relatively speaking. The vast majority of support calls are usually a genuine fault in the area or user error.

Even when some people do have issues, a lot of them cannot be bothered to push it enough to get it changed. That takes more effort than just dealing with it and that's another thing Virgin takes full advantage of.

Personally, I think it's a side-effect of most ISPs having terrible customer support. Virgin these days are one of the better ones, but TalkTalk and BT are bloody awful. As they're the biggest, quite a lot of people are "used" to it.

27-05-2015, 11:47	#22
Kushan cf.mega poster Join Date: Dec 2010 Location: Warrington Posts: 4,737	Re: superhub2 - did customer service rip me off? I think a lot of you vastly overestimate the number of people who genuinely complain about the SH1. It's a terrible device, but the sad truth is that the vast majority of people just don't realise how terrible it is. For a lot of people, they only had a modem before so getting a free upgrade to wireless is a bonus and if it's a bit flaky, well that's just wireless. I know quite a few people, even some people who should know better, that have a SH1 and are happy with it. This is why it's still in use, it doesn't actually generate that many support issues, relatively speaking. The vast majority of support calls are usually a genuine fault in the area or user error. Even when some people do have issues, a lot of them cannot be bothered to push it enough to get it changed. That takes more effort than just dealing with it and that's another thing Virgin takes full advantage of. Personally, I think it's a side-effect of most ISPs having terrible customer support. Virgin these days are one of the better ones, but TalkTalk and BT are bloody awful. As they're the biggest, quite a lot of people are "used" to it.