Superhub customer service nightmare

[Peter_]

Originally Posted by btpiperuk

You've no idea who I am and why I left. Just like your signature says "All views expressed on here are my own and may not be the same as Virgin Media". What would your employer have to say if they found out you're spouting personal opinions as a Virgin Media employee. Give us your name and I'll raise feedback. No I didn't think so.

Now that shows how little you actually know about the company that you left as it is part of the social policy of the company that allows us to post on forums such as this, but we cannot post anything confidential or business sensitive and that is also the reason for the disclaimer in my signature.

Originally Posted by btpiperuk

Where's the union, I bet your not signed up to the union...no you're not, cos the company doesn't recognise unions.

Actually I am a member of the CWU which has full recognition at the Albert Dock, so you are not from this call centre.

Read more HERE and HERE

I would check out your facts first before spouting anything more that has no substance in actual fact.

Spoiler: 

[btpiperuk]

I haven't even started Digital Fanatic. You jump onto these forums claiming to be employees. What's your purpose for genuine VM customers looking for answers. You're not helping anyone other than put yourselves on a pedestal.

There's endless customers who complain on a daily basis about the same issue. Contact CSC, then being transferred to FMC. Oh and being transferred back again. If the process isn't working, why don't you refer to the process directory. That's the internal directory employees go to when they don't know how to do something. What about the sit where it hits policy. So don't spout to me about policy, it's there if you want to use it and can send a request for it to be added or modified.

[Digital Fanatic]

Originally Posted by btpiperuk

I haven't even started Digital Fanatic. You jump onto these forums claiming to be employees. What's your purpose for genuine VM customers looking for answers. You're not helping anyone other than put yourselves on a pedestal.

There's endless customers who complain on a daily basis about the same issue. Contact CSC, then being transferred to FMC. Oh and being transferred back again. If the process isn't working, why don't you refer to the process directory. That's the internal directory employees go to when they don't know how to do something. What about the sit where it hits policy. So don't spout to me about policy, it's there if you want to use it and can send a request for it to be added or modified.

run along... Masque pass me that spray!

You've obviously not read all the help I and others give on here, stop trolling and go away... bored now.

[btpiperuk]

Originally Posted by Masque

Now that shows how little you actually know about the company that you left as it is part of the social policy of the company that allows us to post on forums such as this, but we cannot post anything confidential or business sensitive and that is also the reason for the disclaimer in my signature.




Actually I am a member of the CWU which has full recognition at the Albert Dock, so you are not from this call centre.

Read more HERE and HERE

I would check out your facts first before spouting anything more that has no substance in actual fact.

Spoiler: 

[mod edit] You're not a Virgin Media employee, you work for a agency. Not long before Albert Dock are on notice!!

Okay if you're allowed to post [Mod Edit] on behalf of the company, what's your full name. Just so it can be checked out of course.

[Kymmy]

Thread closed for 15 minutes whist the mods/admins take a look

---------- Post added at 19:53 ---------- Previous post was at 19:35 ----------

Thread re-opened

[Chrysalis]

[Perfect Choice]

Are we back onto talking about the super hub here?

May I just say my SH is working fine and the wireless is fine, but back to the original theme of this thread, CS need a little more insight especially the India call centre from the 2 calls I made recently (help on activation then power level potentially too high).

[Peter_]

Originally Posted by Perfect Choice

Are we back onto talking about the super hub here?

May I just say my SH is working fine and the wireless is fine, but back to the original theme of this thread, CS need a little more insight especially the India call centre from the 2 calls I made recently (help on activation then power level potentially too high).

It took a few hours to get mine activated but all fine since then and I am using my own router.

[Kymmy]

Can I suggest that members stick to the topic of VM customer services regarding the superhub and stop fixating about Staff members that use this forum in their spare time.

We will not tolerate any more such posts

[Gavin78]

I'm just woindering as VM staff when you see problems on here like there seems to be more problems with the SH lately do you go back to work or your managers and report back from the posts on here.

Or ever deal with a members situation and resolve it for them?

[Peter_]

Originally Posted by Gavin78

I'm just woindering as VM staff when you see problems on here like there seems to be more problems with the SH lately do you go back to work or your managers and report back from the posts on here.

Or ever deal with a members situation and resolve it for them?

One thing to remember is most people only come on forums if they have an issue and the vast majority do not and if they do they ring in to support for help and we are not having a massive influx of hub faults otherwise we would be updated over them.

I have had a Superhub since Friday and I am running my own Edimax router through it by disabling DHCP on the router and the signal as good as before.

If we reported any issues from here we would be told to ask you to call in or use the community forum.

We can only offer advice and general help on here as we are unable to use any account details from members in order to check out your connection because of the Data Protection Act which a lot of people think we can ignore.

[Digital Fanatic]

Originally Posted by Gavin78

I'm just woindering as VM staff when you see problems on here like there seems to be more problems with the SH lately do you go back to work or your managers and report back from the posts on here.

Or ever deal with a members situation and resolve it for them?

This forum is very helpful at spotting issues and we do indeed raise outages and fault tickets from the information here.

As Masque says, we haven't got a universal problem with the SH, but people seek out forums to complain/share problems and look for solutions.

The other issue is regarding DPA and this forum. We cannot take on a personal case as we would have to gain the customers account information, this would break DPA rules as this is not an official VM help portal.

This forum is an excellent forum and has been great for myself as it's help me spot national/regional platform outages.


If I can help someone, then I will.

[Gavin78]

Ah right well thats something I didn't know, which is what I assumed you would be able to do.

[zekeisaszekedoes]

You know, if VM had a better contingency this might not have happened.

I don't see the problem with having two MAC addresses on the customer account for a limited time, i.e. one month "trial" of the Super Hub and if anything goes wrong - say it's one of the many faulty ones out there - the customer simply drops in the modem they were using before that. Then they're either sent out another later, still able to use their original setup, or can choose to stick with the new Super Hub. The default action could be "assume Super Hub is fine and leave it as only registered CPE on the account if customer does not report faults".

It seems like logical damage control on an unfinished product that seems to be unsatisfactory to a notable amount of people whether they post on here on not, and is better than pointless slanging matches.

[Chrysalis]

I agree allowing double mac's but I think VM are paranoid about abuse. A way to prevent that tho is have both mac's but not both allowed at once, so if someone sold their own modem for someone to use illegally, it wouldnt work when the superhub is also online.