[Update] ALL 20>30Mb upgrade discussion

Originally Posted by Milambar

Actually, at least 4 of my friends in the past 12 months, have had faults with their service (not superhub related), and just accepted it, because they "don't want to talk to the Indians". They are quite willing to wait till out of contract and terminate. All because of the Indian call centers.

So its a fallacy to think that just because people don't call in, that everything is hunky dory.

Granted, you won't be aware of any faults, but that does not mean they don't exist.

That's sheer laziness as apposed to anything else. Sure the indian call centers are annoying but you have to persevere otherwise nothing gets done. Or just ring at an early time when you get an english call center. A few minutes effort instead of waiting up to 18 month for a contract to expire on a faulty product is literally nothing.

[Peter_]

Originally Posted by Mick Fisher

Exactly.

Not really because if you fail to ring in you are may as well cut off your nose to spite your face as you are paying money for a service.

[Mick Fisher]

Originally Posted by Masque

Not really because if you fail to ring in you are may as well cut off your nose to spite your face as you are paying money for a service.

The Indian TS is just an insult and merely shows the contempt that VM have for there subscribers. I have no problems with off shored support from my Bank or Be for example but the cowboys VM retain are worse than useless with many having a poor command of the English language. It would seem VM's only criteria in this area is cost.

The help and support forum is really just a black hole and no better than India if you need help.

No matter what time, I have never been lucky enough to get a UK agent when phoning in. Although I am retired I really have better things to do than continually dialling VM, negotiating menus and listening to excruciating muzak all day in the vain hope of contacting a UK agent.

It would seem Thinking Of Leaving is the only hope of getting help. Not surprising as losing money and increasing churn seems to be all VM is concerned over. However I wouldn't bother them over superdud problems as all they could do is send me another.

For now I have found workarounds for my superdud problems although the (at least) daily spontaneous rebooting is worrying as one day it won't come back up.

Hopefully Bridge mode will appear and will work so I can dump the router side of this piece of junk. I don't think the router side of this device will ever be bug free.

[Chrysalis]

Mick is bang on sorry to say.

Is it a sign something is messed up in VM when people have to use either the retentions line, CEO office or neil himself to get faults resolved? It shows how bad tech support must be at VM.

For obvious easy to diagnose faults such as outages and modem drop outs, the tech support may be adequate, but thats about its limit.

[Helix]

Managed to get through to the UK for the first time in ages today, my god what a difference. The first thing she did was check my signal levels and found they are a little on the high side so is sending someone out first thing tomorrow to sort it.

If that was India, they would work through to the first bit of equipment I own (my laptop since my router was replaced with the terrible superhub), rather than Virgin Media own then blame my connection issues on that and tell me to phone the manufacturer.

I asked about the R25 firmware issue too, and she actually knew what Firmware was. Unfortunately she hadn't had information provided to her about the Streaming and Download issues but she said she would raise them for me.

[djstevie]

Sorry to ask but im not sure if this has been covered before. I am currently on 20MB with the VMNG 300 as i used to be on 50meg before downgrading to 20. If i upgrade to 30meg now can i use my existing equipment or do i NEED to use the superhub? Also am i still subject to the £30 activation fee even though there is no real need to replace my modem as it runs docsis 3?

[craigj2k12]

Originally Posted by djstevie

Sorry to ask but im not sure if this has been covered before. I am currently on 20MB with the VMNG 300 as i used to be on 50meg before downgrading to 20. If i upgrade to 30meg now can i use my existing equipment or do i NEED to use the superhub? Also am i still subject to the £30 activation fee even though there is no real need to replace my modem as it runs docsis 3?

from what iv heard, if you be persistent, you will be able to get them to activate it on 30mb. you should start with retentions and if that fails go to CEO level

[Peter_]

Originally Posted by Helix

Managed to get through to the UK for the first time in ages today, my god what a difference. The first thing she did was check my signal levels and found they are a little on the high side so is sending someone out first thing tomorrow to sort it.

If that was India, they would work through to the first bit of equipment I own (my laptop since my router was replaced with the terrible superhub), rather than Virgin Media own then blame my connection issues on that and tell me to phone the manufacturer.

I asked about the R25 firmware issue too, and she actually knew what Firmware was. Unfortunately she hadn't had information provided to her about the Streaming and Download issues but she said she would raise them for me.

Pretty normal call by the sound of it, so remember if you get an email in the next week or so to reply back positively and name the agent if you remember her name.

---------- Post added at 16:17 ---------- Previous post was at 16:15 ----------

Originally Posted by djstevie

Sorry to ask but im not sure if this has been covered before. I am currently on 20MB with the VMNG 300 as i used to be on 50meg before downgrading to 20. If i upgrade to 30meg now can i use my existing equipment or do i NEED to use the superhub? Also am i still subject to the £30 activation fee even though there is no real need to replace my modem as it runs docsis 3?

The should be no problem putting you on 30Mb as you already have a Docsis 3 modem and the £30 charge should be waved, your bill could go up slightly though if you are on a Retentions deal.

[Helix]

Originally Posted by Masque

Pretty normal call by the sound of it, so remember if you get an email in the next week or so to reply back positively and name the agent if you remember her name.

I will do, can't remember her name though unfortunately. I have never had a feedback email after speaking to someone in India though, do they only ask for feedback on the UK call centre?

[Peter_]

Originally Posted by Helix

I will do, can't remember her name though unfortunately. I have never had a feedback email after speaking to someone in India though, do they only ask for feedback on the UK call centre?

It should be for all call centres but it is only a 1 in 10 chance that one will be sent as they do not come from us but an independent source.

Plus you do need an email address to be registered on your account.

[Ignitionnet]

The most kudos'd post on the VM community forums 50Mb section - http://community.virginmedia.com/t5/...Hub/m-p/339615

[Chrysalis]

get your denial pic on standby ignition as the denials are probably incoming again.

[Peter_]

Originally Posted by Chrysalis

get your denial pic on standby ignition as the denials are probably incoming again.

About what exactly.

[Griffin]

I will say the ip flood protection does cause problems with quite a few internet sites, so why use that feature. Other than that i still get no difference in speed with the super hub over the modem router set up i had before. On speed test sites i get 30.63 down & 1.07 up (area not upgraded for up load speed) Real world download speeds of 3.6 MB/s, i can't fault vm for speeds.

[craigj2k12]

even web pages load quicker for me since the removal of the superhub