125M Vmng300 - Page 17

Peter_ · 05-04-2011, 12:15

Quote:

Originally Posted by Chrysalis

of course you use scripts, you mean 'some' staff ignore them. But I have had india staff use scripts probably most of the time and even some uk ones use them. When they start asking for reboots and to check browser settings it becomes obvious.

We have never had scripts in the Liverpool office ever and I will only ask you to reboot if I have sent signals to the modem or deemed it necessary to see if it gets online.

We use our skills and training as it would be impossible to accurately diagnose an issue with a connection by following a script as the are to many variables and anyone with a bit of common sense and knowledge of computers and broadband would be fully aware of that.

They have tried diagnostic flows which failed dismally as you tended to go back and forth clicking various links in the hope of a diagnosis, I was on that trial and I continually gave it poor feedback as it missed out to many obvious factors.

So do not try to say that I or my colleagues in Liverpool follow scripts unless you can actually back it up with solid facts and not conjecture.

bonjan · 05-04-2011, 13:07

I have to agree with Masque here. While there is an obvious set of initial questions to discard the most usual issues, I have to admit that when I called technical support to try to get a modem, they were able to listen me, understand my concerns and my problems, and recommend me the best way to get one, since they can not replace a superhub with a modem.

It was a conversation with an intelligent, understanding, friendly and helpful person, so I can not complain about you technical support guys, you rock!

Customer services are the opposite to all that though :-(

_wtf_ · 05-04-2011, 13:21

Phoned a couple of times last week got absolutely no where.

Managed to get through to Liverpool thursday the guy listened to what I had to say and immediately decided to send me out a new router. That arrived friday and I've not been disconnected once since installing the new router.

Twice I've managed to get through to a UK call centre and the twice I have the problem was sorted. All other times I just give up and eventually the problem seems to either sort itself out or I just become use to it, like the **** poor picture I've got with my TV and a second box that freezes stutters and whatever.

carbon60 · 05-04-2011, 14:14

Quote:

Originally Posted by craigj2k11

i think he means its cheaper for VM to update the firmware to allow bridge mode over giving out modems, not electricity bills

I understood what they meant. It will be cheaper for VM to do that rather than do what their technical customers want and supply a separate modem.

BenMcr · 05-04-2011, 14:17

Quote:

Originally Posted by carbon60

I understood what they meant. It will be cheaper for VM to do that rather than do what their technical customers want and supply a separate modem.

And? As a business Virgin have to consider costs in any product

_wtf_ · 05-04-2011, 15:06

Quote:

Originally Posted by BenMcr

And? As a business Virgin have to consider costs in any product

And?

As a business doesn't Virgin need satisfied customers?

Peter_ · 05-04-2011, 15:18

Quote:

Originally Posted by _wtf_

And?

As a business doesn't Virgin need satisfied customers?

The majority are happy with the Superhub as it does its job.

jb66 · 05-04-2011, 15:20

Rebooting isn't the hub doing it's job

Peter_ · 05-04-2011, 15:22

Quote:

Originally Posted by jb66

Rebooting isn't the hub doing it's job

Mine is one of the ones that is working without any issues.

_wtf_ · 05-04-2011, 15:22

Quote:

Originally Posted by Masque

The majority are happy with the Superhub as it does its job.

So it wouldn't cost them much to send out modems to those that are not then would it?

Peter_ · 05-04-2011, 15:24

Quote:

Originally Posted by _wtf_

So it wouldn't cost them much to send out modems to those that are not then would it?

As they have no modems to send out it would cost them money especially as they have a lot of the Superhubs sitting on shelves already or being built.

jb66 · 05-04-2011, 15:27

I'm on my second, first was alot worse but still happens at least once a night. Maybe you haven't noticed but you can't ignore the issues many are having. Clearly there is a fault. I don't remember the dir615 having this much bad publicity

---------- Post added at 16:27 ---------- Previous post was at 16:25 ----------

Quote:

Originally Posted by Masque

As they have no modems to send out it would cost them money especially as they have a lot of the Superhubs sitting on shelves already or being built.

They have loads they cab refurbish. Everyone who is going from 50 to 100neg has a vmg300 that can be refurbished.

_wtf_ · 05-04-2011, 15:28

http://www.cableforum.co.uk/article/...erhub-problems

Peter_ · 05-04-2011, 15:30

Quote:

Originally Posted by jb66

They have loads they cab refurbish. Everyone who is going from 50 to 100neg has a vmg300 that can be refurbished.

It is whether they want them refurbished as they want everyone on the Superhub which will be able to work as a standalone modem once the firmware has been passed and sent to all modems.

It is a Virginmedia decision and we have no input into that.

jb66 · 05-04-2011, 15:32

"coming soon" oh that's the same day as red button