Cable Forum - View Single Post

CurlySteve · 05-05-2016, 11:00

Please see update of what has been going on, we are finally getting a replacement superhub but 2 weeks after a virgin media engineer and myself said that would have been a likely issue with it.

Tuesday - Site went down at 3pm called to report and was promised an update back by close of play – no call or update received - the site was down for over 4 hours.

Wednesday – called to chase an update and was told they needed to reboot the super hub – after this they would monitor the site. Call transferred to another person in the 2nd line team.

Wednesday - 2pm site went down again and called to report, they knew nothing about it until I called

Wednesday – arrange to send engineer to site to replace VM superhub. (Took multiple phone calls and being thrown around to at least 3 different departments as no one took my fault number)

Wednesday – text in the evening to say engineer won’t be turning up until 9 am Thursday, this was after hours and the person at site had specifically stayed behind for the engineer. The site was down for over 5 hours

Thursday – 8 am updated the site with eta of engineer, 9:30 am called up to say the engineer had not turned up. Was told engineer has other jobs before us and that the eta was unknown. I have been told someone will get back to me.

I am starting to get frustrated with the lack of communication that's coming my way and the information that I am receiving is often too late for me to do anything about, incorrect or so general its not worth getting. I have had to argue to get the information that I am getting and I am still having to chase for updates as when I'm told that I will get a call or an update I generally don't. I have been told that someone will call me back in regards to when an engineer will turn up today, I doubt that I will get anything.

Any thoughts on what might be causing this issue whether you agree its the superhub or not is much appreciated.

05-05-2016, 11:00	#4
CurlySteve Inactive Join Date: May 2016 Posts: 3	Re: Virgin Media Business BB Please see update of what has been going on, we are finally getting a replacement superhub but 2 weeks after a virgin media engineer and myself said that would have been a likely issue with it. Tuesday - Site went down at 3pm called to report and was promised an update back by close of play – no call or update received - the site was down for over 4 hours. Wednesday – called to chase an update and was told they needed to reboot the super hub – after this they would monitor the site. Call transferred to another person in the 2nd line team. Wednesday - 2pm site went down again and called to report, they knew nothing about it until I called Wednesday – arrange to send engineer to site to replace VM superhub. (Took multiple phone calls and being thrown around to at least 3 different departments as no one took my fault number) Wednesday – text in the evening to say engineer won’t be turning up until 9 am Thursday, this was after hours and the person at site had specifically stayed behind for the engineer. The site was down for over 5 hours Thursday – 8 am updated the site with eta of engineer, 9:30 am called up to say the engineer had not turned up. Was told engineer has other jobs before us and that the eta was unknown. I have been told someone will get back to me. I am starting to get frustrated with the lack of communication that's coming my way and the information that I am receiving is often too late for me to do anything about, incorrect or so general its not worth getting. I have had to argue to get the information that I am getting and I am still having to chase for updates as when I'm told that I will get a call or an update I generally don't. I have been told that someone will call me back in regards to when an engineer will turn up today, I doubt that I will get anything. Any thoughts on what might be causing this issue whether you agree its the superhub or not is much appreciated.