Superhub customer service nightmare

[Irexes]

Hello,

Here’s a tale of bad customer service from Virgin Media. It’s long but it might help someone else in the same situation get a result. If there’s a moral it’s to not accept what you are told can and can’t be done.

http://virginmediasuperhub.blogspot.com/

Apologies for posting this if it's a breech of forum ettiquette. I told Virgin I would be posting my story of poor customer service in as many places as I could so I'm doing so. Hopefully someone benefits from the confirmation that you can reverse the Superhub upgrade if it's not working.

[qasdfdsaq]

Judging by the post below yours being titled "Superhub nightmare" you're obviously not at all alone in this matter.

I do however find it hilarious how you were told at point blank "it can't be done" several times then they did it 5 minutes later... Might be worth emailing your story to the executive team, though not sure if/what they might do about it.

[robgosty]

I know exactly how you feel, just had something along same lines, strange thing is no one seems to give a monkeys, very frustrating, see here
http://www.cableforum.co.uk/board/12...rade-woes.html
Now happily back on 20 meg (but for how long )

[Chrysalis]

haha I wonder how alex brown will take that blog if he sees it he has been defending it.

VM term for cannot be done usually means it can but just isnt process.

[sgtsixpack]

How do I check the power levels with the superhub interface?

[Peter_]

Originally Posted by sgtsixpack

How do I check the power levels with the superhub interface?

Click here http://192.168.0.1/ and the username is admin and the password is changeme login and click the small red writing that says Advanced Settings.

Then on the left side under Maintenance click connection.

[Irexes]

Originally Posted by Chrysalis

haha I wonder how alex brown will take that blog if he sees it he has been defending it.

VM term for cannot be done usually means it can but just isnt process.

Thanks for the replies.

I sent Alex Brown a tweet and he's posted on the blog and asked for an email.

I'll post any follow up.

[jswallow]

I'm at the point of phoning up on Monday and asking it for mine to be removed. (I'd do it today except life's too short, and I'm actually trying to enjoy the weekend)

I installed mine yesterday, and so far the poxy thing has reset itself at least eight times. My main computer won't remember the passphrase to connect to it, and why should I sit wondering how long I'm going to be able to work for before it dies again.

They're shockingly awful pieces of kit which should never have been unleased on the world.

[zekeisaszekedoes]

Good blog post.

[Nopanic]

Originally Posted by Chrysalis

haha I wonder how alex brown will take that blog if he sees it he has been defending it.

VM term for cannot be done usually means it can but just isnt process.

Alex will take it very seriously .. and processes are there for a reason. If a process is at fault then feedback from our customers is the only way we find out.

Originally Posted by Irexes

Thanks for the replies.

I sent Alex Brown a tweet and he's posted on the blog and asked for an email.

I'll post any follow up.

The team Alex has asked you to contact are very good, I've worked with them a lot and they have an exceptional grasp of customer care and problem ownership. Sadly you have experienced something we hope never happens to any customer and believe it or not, there are many people in VM that spend their days trying to avoid poor customer care like this, Alex being one of the top.

I feel it is important to remember that we deal with thousands of calls and faults a day and the number of problem we see is minimal, this doesn't excuse your experience in anyway and I hope VM are able to turn this around for you.

Thanks for posting it.

[Down the Pub]

the explanation is that because of the upgrade “to the Ethernet� my old modem won’t work

had to have a giggle at that, nearly as good as cs telling me that upstream isn't really as important as downstream

[Irexes]

Originally Posted by Nopanic

Alex will take it very seriously .. and processes are there for a reason. If a process is at fault then feedback from our customers is the only way we find out.

The team Alex has asked you to contact are very good, I've worked with them a lot and they have an exceptional grasp of customer care and problem ownership. Sadly you have experienced something we hope never happens to any customer and believe it or not, there are many people in VM that spend their days trying to avoid poor customer care like this, Alex being one of the top.

I feel it is important to remember that we deal with thousands of calls and faults a day and the number of problem we see is minimal, this doesn't excuse your experience in anyway and I hope VM are able to turn this around for you.

Thanks for posting it.

Thanks and I understand that entirely, I'm often the person dealing with complaints myself in my job. It's not the 99%+ that go right it's the ones that go wrong that cause discussion.

Perhaps if there was a customer service option via the 150 number for people to raise issues like this it wouldn't have required public discussion. Ringing the service line again and again is almost the perfect way to cause frustration and annoyance.

But thank you for responding and hopefully there will be some sort of change in the way some queries are handled going forward.

[Chrysalis]

Originally Posted by Nopanic

Alex will take it very seriously .. and processes are there for a reason. If a process is at fault then feedback from our customers is the only way we find out.

and sadly it takes a blog post to give that feedback.

[big_dirk]

seems the best way to reach them is twitter tbh

[timberheadverde]

The problem seems to be with the MAC's of these super hubs, most people i know that cant get one working its that. 3 hours i was speaking to india about my MAC saying "its not on our systems over and over again" then turning it on and off 30 times will make it miraculously work! no....