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

[TJS]

ah, ill be on a cisco then if that's the case

[Peter_]

Originally Posted by darkm

Dude if you have the same attitude with one fault what are you like with the rest?

The only person with an attitude is yourself expecting any call centre agent to take ownership of a fault when it is not actually our job to do so as the are other departments whose job it is to do so.

You seem to forget or more likely ignore the fact that we have targets which include time taken on calls that we are expected to meet and because of the type of environment we work in we cannot sit on the phone with you for hours on end as we are not paid to do that.

If you want such a service then you will need to look elsewhere as none of the residential ISP's offer such a service because it takes up time and resources and costs a lot of money to implement hence the costs prevent anyone from taking up such a service.

Get real we deal with each and every fault as it comes in but we do not take a personal interest in your issue and once we sign off we forget about you and go home.

You do not know me or have any idea of the type of person I am as all you see is words and an avatar so because I will not roll over and agree with what you post on here you continue to ask the same question but in a different way as if the answer is magically going to change.

Also remember that anything I post on here is covered by the pretty red writing in my signature at the bottom of this post.

[Chrysalis]

difference between VM and proper hardware manufacturer?

VM - mine is ok and the majority are happy so no problem. Tech minded irrelevant, only serve mass market needs.
Intel - sata issue affecting estimated 4% of customers within 5 years recall entire product line millions of units costing hundreds of milions of dollars not on a current mainstream product.

To a hardware manufacturer a majority isnt enough, if they have something like 1 in 20 with issues then it gets known about and quality reputation is shattered, fault levels have to be very low sub 1%.

[Peter_]

Originally Posted by Chrysalis

difference between VM and proper hardware manufacturer?

Well one is a manufacturer and the other is not.

[arcimedes]

Originally Posted by Chrysalis

difference between VM and proper hardware manufacturer?

VM - mine is ok and the majority are happy so no problem. Tech minded irrelevant, only serve mass market needs.
Intel - sata issue affecting estimated 4% of customers within 5 years recall entire product line millions of units costing hundreds of milions of dollars not on a current mainstream product.

To a hardware manufacturer a majority isnt enough, if they have something like 1 in 20 with issues then it gets known about and quality reputation is shattered, fault levels have to be very low sub 1%.

VM does not make hardware.

Your statements are correct but irrelevent. Did Intel actually get back the majority of issued units?

However you get what you pay for. If you want better service then it will cost you an arm and a leg

[Chrysalis]

VM are a hardware supplier tho. Its relevant in that how hardware suppliers approach their customers in comparison to a broadband provider and what they can get away with.

[pip08456]

Don't forget the custom firmware made to VM's specs.

[darkm]

Originally Posted by Masque

The only person with an attitude is yourself expecting any call centre agent to take ownership of a fault when it is not actually our job to do so as the are other departments whose job it is to do so.

You seem to forget or more likely ignore the fact that we have targets which include time taken on calls that we are expected to meet and because of the type of environment we work in we cannot sit on the phone with you for hours on end as we are not paid to do that.

If you want such a service then you will need to look elsewhere as none of the residential ISP's offer such a service because it takes up time and resources and costs a lot of money to implement hence the costs prevent anyone from taking up such a service.

Get real we deal with each and every fault as it comes in but we do not take a personal interest in your issue and once we sign off we forget about you and go home.

You do not know me or have any idea of the type of person I am as all you see is words and an avatar so because I will not roll over and agree with what you post on here you continue to ask the same question but in a different way as if the answer is magically going to change.

Also remember that anything I post on here is covered by the pretty red writing in my signature at the bottom of this post.

Dude really get real yourself,

I just took a read over some of your posts in this thread, aqnd it all had a familiar pattern...

"my hub works"

Do you say that on the phone or is it on the script?

Fact, virgin admit there are issues with the hub, God only knows to what extent. With that little knowledge you cant simple excuse that and ignore it like you have done.

And im bored with your lame excuses, I dont want to sit on the phone on hours, I dont want you to take ownership, Idont want you do anything but do your job right which clearly your not given the number of issues etc posted on this forum and others about the hub. Reguardless if its a minority or majority it doesnt matter. Your paid to resolve issues, know your role and do it.

[Peter_]

Originally Posted by darkm

Your paid to resolve issues, know your role and do it.

Actually I not paid to resolve any such issues that you refer to as it is not my job to do that which is something you fail to realise, we work within the boundaries of our role.

During a shift we take every type of broadband fault call and we do not spend hours on them as most can be resolved, those that cannot be resolved go to the relevant department unless it is out of our support scope.

If you cannot accept that then it is not my problem.

[Stephen]

Please stop the arguing and personal attacks

---------- Post added at 19:24 ---------- Previous post was at 19:21 ----------

Originally Posted by darkm

Dude really get real yourself,

I just took a read over some of your posts in this thread, aqnd it all had a familiar pattern...

"my hub works"

Do you say that on the phone or is it on the script?

Fact, virgin admit there are issues with the hub, God only knows to what extent. With that little knowledge you cant simple excuse that and ignore it like you have done.

And im bored with your lame excuses, I dont want to sit on the phone on hours, I dont want you to take ownership, Idont want you do anything but do your job right which clearly your not given the number of issues etc posted on this forum and others about the hub. Reguardless if its a minority or majority it doesnt matter. Your paid to resolve issues, know your role and do it.

His job may be getting paid to resolve tech issues, but any help or advice given on here is of his own free will and nothing at all to do with Virgin Media. So please calm down.

[darkm]

Originally Posted by Masque

Actually I not paid to resolve any such issues that you refer to as it is not my job to do that which is something you fail to realise, we work within the boundaries of our role.

During a shift we take every type of broadband fault call and we do not spend hours on them as most can be resolved, those that cannot be resolved go to the relevant department unless it is out of our support scope.

If you cannot accept that then it is not my problem.

Im not talking about my problem in particular, im talking about problems in general with the hub, the reason why there is firmware updates being rushed out, the reason why there will be bridge mode support because of poor router functions on the hub...

You have to know everytime you say your hub is fine and dont accept there are issues with the hub and you should know more than most with current issues working on the helpdesk, then you will get your fair amount of critics.

Dont loose sight that virgn have admitted the problems so there is nothing to debate, the only thing up for debate is the resolution either through firmware updates, new hardware or repairs at the ubr level.

I know you have targets, calls to answer, not letting any drop calls, I accept things that you are saying but use common sense pls, there are users here and on the community forums who can verfiy the issues both my issue and the other issues..

Again, the only reasoning for posting is to encourage a healthy debate, flow of information, and to make the virgin service better. Isn't that what we are all after?

[Stephen]

There have not been any firmware updates 'rushed' out. The Superhub has been around since the end of last year and only had a couple of updates. I have plenty of other tech that has had more updates than that.

Its the nature of tech these days that patches and fixes/updates will become available over time.

The reason for bridge mode is that some customers have asked for it, not that there is anything wrong with the router functions on the Superhub. Some people have issues with their Superhubs, that does not been there is a general issue with the Superhub itself.

[darkm]

Your right alot of tech these days requires updates of sorts.

The bridge mode was requested because it lacks the real functionality that people have with their own routers.

It really defeats the whole purpose of the hub having bridge mode.

I would rather have proper netgear firmware on it rather than a stripped firmware for virgin.

However as I say I like the idea of the hub, I know it works for some, it does have some issues, which have or in the process of being fixed. The issues are well known.

Anyhow we agree.

[jb66]

Originally Posted by Stephen

There have not been any firmware updates 'rushed' out. The Superhub has been around since the end of last year and only had a couple of updates. I have plenty of other tech that has had more updates than that.

Its the nature of tech these days that patches and fixes/updates will become available over time.

The reason for bridge mode is that some customers have asked for it, not that there is anything wrong with the router functions on the Superhub. Some people have issues with their Superhubs, that does not been there is a general issue with the Superhub itself.

R25 and R26 was rushed out. One had an issue with IP flood protection (which I pointed out to vm during the trial) and R26 has an issue where you turn the firewall off downloads become corrupt

[Chrysalis]

Originally Posted by Stephen

There have not been any firmware updates 'rushed' out. The Superhub has been around since the end of last year and only had a couple of updates. I have plenty of other tech that has had more updates than that.

Its the nature of tech these days that patches and fixes/updates will become available over time.

The reason for bridge mode is that some customers have asked for it, not that there is anything wrong with the router functions on the Superhub. Some people have issues with their Superhubs, that does not been there is a general issue with the Superhub itself.

sorry need to correct this.

R25 was rushed out. It was beta tested for under a week. It was rushed so much that it was released quicker than VM were not able to read the bug reports for the testing which lead them to making statements saying they were unable to discover the bugs in time during beta testing. R26 also somewhat rushed although that is understandable considering the mess of R25.

On your last comment if its not a general issue with the superhub then what is it?

Because its either.

1 - end user error
2 - 3rd party equipment problem
3 - superhub problem.

You saying its not #3 so is it 1 or 2? The router working for basic internet usage does not pass it as a properly working router.

If the superhub was a commercial product on the shelves it would only sell as a budget model it is the worst router I have possibly ever used.

Whats also interesting is this superhub is supposedbly the end of problems for newbie non technical users and be heaven for tech support yet on every phone call to VM that I have discussed the superhub the staff I speak to say its been poor going for issues, lots of calls regarding problems and lots of replacements been sent out. People I speak to offline who are not particurly computer literate say comments such as "but my wireless just worked fine before" when I mention things like changing superhub settings to get it to work. In other words the superhub having to change settings to make it stable confuses them more than having to plug in an extra cable on the old modem+router setup. After all plugging in a cable is a tad easier than messing with software settings.

The superhub is bad enough in that I have held of reccomending people to upgrade to a docsis3 tier. When a working bridge mode comes if it comes then I may reccomend but not until then.

A word of note on the beta testing. When a new firmware is released, the experience so far is VM will mention the changelog (incomplete changelog), they will ask for specific testing on whats on the changelog and have yet to comment on issues reported that are not related to any of the changelogs. It is a very restricted testing and its evident that the customer beta test is not been taken too seriously by VM, yet I expect there is customers on that testing more knowledgable than staff who run staff beta testing and of course wont be biased as they not an employee.

Brudge mode is what we all waiting for, if it works properly then hopefully the fact that the superhub is a poor router will no longer matter.