50M : Superhub is nowhere near as bad as people say!

[looselipsuk]

Mine was perfect till this latest firmware update and now keeps disconnecting completely. There is always a critical log file and it can take between 5 - 10 minutes to reconnect and lock on. During this time the Connectivity Status says 'Denied'.
All signal levels are perfect so hoping the next firmware update corrects the mess this latest one has caused me.

[darkm]

Originally Posted by Masque

We can only be aware if the company posts the issue on our intranet otherwise it is not an official issue.

And as far as you are concerned do you feel that there is no issues with either some cisco/motorolo ubr's connecting with the Hub...

And if you dont feel there is no issue then what is the reasoing behind the problems experienced by myself when utilization, hardware/softare have been ruled out of the equation to cause upload speed to be halved.

Not to mention when I change the default mtu setting on the HUB to 950 my upload speed jumps from 1.6 to 2.3 up..But this would cause me issues doing this and the reconmmened vaule is 1500 and I have tested this..

[Peter_]

Originally Posted by darkm

And as far as you are concerned do you feel that there is no issues with either some cisco/motorolo ubr's connecting with the Hub...

If we do not see any issues or the company does not inform of us about specific issues then we cannot turn around and say but this guy is having an issue on a forum as we have no idea who you are and nor can we call you so you need to report any issues either on the Community Forum or by calling in.

[TJS]

roughly 2 weeks later still performing perfectly

http://speedtest.net/result/1279467916.png

Sending files over the network,from 1 mac to another at least, has no issues at all and transfer at around 23 MB/s

(copied a whole iTunes library from 1 computer to another)

[darkm]

Originally Posted by Masque

If we do not see any issues or the company does not inform of us about specific issues then we cannot turn around and say but this guy is having an issue on a forum as we have no idea who you are and nor can we call you so you need to report any issues either on the Community Forum or by calling in.

The issue has been reported numerous times both on the community fourms and on the phone. The problem with the people on the phone much like yourself is that you dont see any problem.

People look at screen status page of the ubr and if it says its fine then its not an issue with the ubr.

After that the checks on powerlevels and the router are done, basic speed tests which all reveal upload is limited.

So where does that leave us?

After tech calls to the house issue still remains, numerous router swaps, cables changes, the problem remains.

Futher calls lead to no where because the guy on the other end of the phone says there is no problem or says its the internet o its traffic management or just another excuse. there is no ownership. No real fault finding is done...

And im not the only person to experience this kind of customer service. Half trained advisors that dont understand how download and upload speed work. Dont understand that any issues on the ubr could effect my service being delievered to me. They dont understand what firmware is and the communication from the senior team to the fron line advisors is poor as demostrated by the announcement of the problems with the hub, prior to the announcement as far as the agents were concerned everything was fine dispite the numerous posts on forums like this about problems with the hub.

I'm sorry but any thing you have said again is just passing the buck. There is information to suggest there are compaitability issues with the hub and instead of hindering and saying my hub works great which is good for you, why not try something which some Virgin staff find hard to do and take some form of ownership and assist those that nee help.

Remeber as said before virgin pubically announced the issues with the hub, we all knew and experienced various issues. I have an issue which no doubt somebody somewhere within virgin media are very much aware of but are doing very little to alleviate the problem.

[Chrysalis]

darkm give up explaining.

The fact that (a) tech support dont understand things like firmware and technical explanations of problems (b) there is no specific procedure to report superhub problems on the phone (c) that tech support will blame local pc equipment or even utilisation before considering the superhub, are all irellevant according to masque and others when looking at fault data.

[Nopanic]

Originally Posted by darkm

The issue has been reported numerous times both on the community fourms and on the phone. The problem with the people on the phone much like yourself is that you dont see any problem.

People look at screen status page of the ubr and if it says its fine then its not an issue with the ubr.

After that the checks on powerlevels and the router are done, basic speed tests which all reveal upload is limited.

So where does that leave us?

After tech calls to the house issue still remains, numerous router swaps, cables changes, the problem remains.

Futher calls lead to no where because the guy on the other end of the phone says there is no problem or says its the internet o its traffic management or just another excuse. there is no ownership. No real fault finding is done...

And im not the only person to experience this kind of customer service. Half trained advisors that dont understand how download and upload speed work. Dont understand that any issues on the ubr could effect my service being delievered to me. They dont understand what firmware is and the communication from the senior team to the fron line advisors is poor as demostrated by the announcement of the problems with the hub, prior to the announcement as far as the agents were concerned everything was fine dispite the numerous posts on forums like this about problems with the hub.

I'm sorry but any thing you have said again is just passing the buck. There is information to suggest there are compaitability issues with the hub and instead of hindering and saying my hub works great which is good for you, why not try something which some Virgin staff find hard to do and take some form of ownership and assist those that nee help.

Remeber as said before virgin pubically announced the issues with the hub, we all knew and experienced various issues. I have an issue which no doubt somebody somewhere within virgin media are very much aware of but are doing very little to alleviate the problem.

1st line agents aren't in a position to take ownership of issue's like this and unless someone tells them about it, (which seems to have not been the case, they have no way to know)

The problem comes when they aren't trained well enough (as you say) to understand the issues, thus can not pass them onto someone who can resolve them.

Customer experience is something VM take very seriously and I know for a fact these forums are monitored for these kinds of issues.

I'm not going to apologise as I don't represent virgin media, but there are people in place to make the 1st line customer experience better and to help train 1st line when required.

[Peter_]

Originally Posted by Chrysalis

darkm give up explaining.

The fact that (a) tech support dont understand things like firmware and technical explanations of problems (b) there is no specific procedure to report superhub problems on the phone (c) that tech support will blame local pc equipment or even utilisation before considering the superhub, are all irellevant according to masque and others when looking at fault data.

I deal with faults that are recognised as such by Virginmedia and it is not my job to collate any issues while on a call unless we have been specifically asked because we have targets to meet and the are people like Nopanic who have the job of checking for faults and patterns to identify issues with the products we offer.

We also call our 2nd line agents who will advise us to raise an issue up for investigation if required but do not expect us to investigate issues that is not in our remit.

[Nopanic]

I think its important to understand that this isn't Masque fobbing off, or not caring. He is doing his job and he is very good at it.

We have hundreds of 1st line agents fielding thousands and thousands of calls a day and they are very good at what they do. Of course we will see issue they don't know how to handle and this is were 2nd line come into it.

If 1st line took ownership of issues, we would have a mass of the same faults, in 100 different formats, with no one taking calls ..

Call centres are a fast paced environment, the majority of calls are quick fixes, advice, support or stage. That's not to say everyone does everything right all the time.

[craigj2k12]

Originally Posted by Nopanic

I think its important to understand that this isn't Masque fobbing off, or not caring. He is doing his job and he is very good at it.

We have hundreds of 1st line agents fielding thousands and thousands of calls a day and they are very good at what they do. Of course we will see issue they don't know how to handle and this is were 2nd line come into it.

If 1st line took ownership of issues, we would have a mass of the same faults, in 100 different formats, with no one taking calls ..

Call centres are a fast paced environment, the majority of calls are quick fixes, advice, support or stage. That's not to say everyone does everything right all the time.

its the web design department you want to watch out for

[darkm]

Originally Posted by Masque

I deal with faults that are recognised as such by Virginmedia and it is not my job to collate any issues while on a call unless we have been specifically asked because we have targets to meet and the are people like Nopanic who have the job of checking for faults and patterns to identify issues with the products we offer.

We also call our 2nd line agents who will advise us to raise an issue up for investigation if required but do not expect us to investigate issues that is not in our remit.

Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.

[Nopanic]

Originally Posted by craigj2k11

its the web design department you want to watch out for

Shut up you, I'm not a web designer you know ..

Originally Posted by darkm

Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.

You're right.

[Peter_]

Originally Posted by darkm

Forgive me if I am wrong or missing the point but is it not the job of a person that works in the fault department to resolve faults and if they cant raise it when necessary. I would have thought this is a basic procedure.

We do what we can to resolve the issue and if required it goes to 2nd line and we leave notes on the account, we do not investigate why an issue occurs because we are not paid to do so it is down to other departments otherwise my call with regards a single fault could last hours.

If you want more indepth analysis then you would have to pay a lot more for your broadband and you will find all other ISP's expect the same kind of support to be provided by their first line agents.

Once we have dealt with your issue we are required to take the next call within 90 seconds, our time costs money and our employer does not pay us to run indepth diagnosis as the employ people to do that on a lot more money than we get paid.

---------- Post added at 19:51 ---------- Previous post was at 19:50 ----------

Originally Posted by Nopanic

You're right.

Which we do within the confines of our job but we just raise the issue up or leave notes on the account, remember first line agents do not raise IT issues because they do not have those permissions.

[darkm]

Originally Posted by Masque

We do what we can to resolve the issue and if required it goes to 2nd line and we leave notes on the account, we do not investigate why an issue occurs because we are not paid to do so it is down to other departments otherwise my call with regards a single fault could last hours.

If you want more indepth analysis then you would have to pay a lot more for your broadband and you will find all other ISP's expect the same kind of support to be provided by their first line agents.

Once we have dealt with your issue we are required to take the next call within 90 seconds, our time costs money and our employer does not pay us to run indepth diagnosis as the employ people to do that on a lot more money than we get paid.

---------- Post added at 19:51 ---------- Previous post was at 19:50 ----------


Which we do within the confines of our job but we just raise the issue up or leave notes on the account, remember first line agents do not raise IT issues because they do not have those permissions.

There is also a key word your missing, and really it is a sad state of affairs that a vast amount of people that I have spoken to like yourself lack any initiative..

I would have also have thought it would be in your companies interest to make aware of any potential problems that you come across which in the long term could result in saving the company money, keeping customers with virgin Media.

You are also paid to resolve issues when you can, the old reboot the pc or check it in a few hours i'm afraid just doesnt cut it anymore in today's society where i'm sure a vast amount of your customers are more technically educated than those supporting virgin media services.

Ownership is key in any business, this prevents customers being passed from pillar to post. I would very much like to see the CRM cycle that Virgin Media practice as im sure from what your telling me it is very different to what the company think there employees are doing.

Virgin Media are not some mickey mouse company but the attitude of some of the staff stinks and no wonder it leads to repeated calls of the same issue.

I'm not asking anyone to stay on call for hours, especially when the simple tasks of checking everything is all done. I'm asking that the agents like yourself do their jobs right and use some common sense. I'm sure i'm not alone in thinking this.

And at the end of the day i'm sure like you and others would have more job satisfaction knowing that you took on board a customers fault, either resolved it, raised the issue and followed up with the customer to ensure they know what is going on and how the company intend on helping..

After all we are the customers and without us m8, your just a government technical drawer (dole)...

Does anyone think this is an unreasonable expectation, our is this not in a customers remit to expect a resolution...

[Peter_]

Originally Posted by darkm

There is also a key word your missing, and really it is a sad state of affairs that a vast amount of people that I have spoken to like yourself lack any initiative

Not really we just are not allowed the time as we have targets to meet and if I took a couple of calls a day I would be out on my ear, we are first line agents who have to meet targets and not a personal technical assistance agent which is a service that Digital Home Support supply for a fee.

If the are issues beyond our remit we call 2nd line who may raise the issue for us if they decide the is one to raise, after that it is out of our hands.

Do you really want to pay hundreds of pounds a month for the company to pay for personal support agents, I know the answer to that and so do you, most people will go for the cheaper option.