[Update] ALL 20>30Mb upgrade discussion

[Griffin]

Originally Posted by Chrysalis

whats the procedure then?

I dont see VM asking for testers anywhere.

Thats what i would like to know

[Chrysalis]

Originally Posted by whizzard

VM's firmware updates are trialled through their community forums. There is currently a trial for the R09 firmware of the previous Hub ongoing at present for example.

are they waiting for this to finish before doing one for the superhub?

the forums to be honest are a mess, eg. I posted superhub feedback and within 6 hours it was off the first page as the forum is swamped with fault reports, no staff confirmed they have even read it.

They really need a special feedback page where user's can fill in a form with feedback and that is fed directly to the firmware staff bypassing tech support, and then with an option do you want to beta test and VM contact them for beta testing if select yes.

[pip08456]

When any trial is open for initial or more volunteers Mark Wilkin posts on the forum., once the places are filled the post is removed.

Triallists then have a special forum for them only to report bugs in firmware etc.

At least that is what has happened in the past and I see no reason for it to be different now.

It's a matter of being in the right place at the right time. Not the best of ways I admit.

Before you ask I am not trialling any firmware for the superhub as I don't have/want one.

[whizzard]

Originally Posted by Chrysalis

are they waiting for this to finish before doing one for the superhub?

the forums to be honest are a mess, eg. I posted superhub feedback and within 6 hours it was off the first page as the forum is swamped with fault reports, no staff confirmed they have even read it.

They really need a special feedback page where user's can fill in a form with feedback and that is fed directly to the firmware staff bypassing tech support, and then with an option do you want to beta test and VM contact them for beta testing if select yes.

Development runs concurrently I believe. There is a new iteration due shortly for the Super Hub, with further in development (which includes the fabled Bridge Mode).

[Nopanic]

Originally Posted by Chrysalis

are they waiting for this to finish before doing one for the superhub?

the forums to be honest are a mess, eg. I posted superhub feedback and within 6 hours it was off the first page as the forum is swamped with fault reports, no staff confirmed they have even read it.

They really need a special feedback page where user's can fill in a form with feedback and that is fed directly to the firmware staff bypassing tech support, and then with an option do you want to beta test and VM contact them for beta testing if select yes.

The "firmware" team wouldn't be able to handle the amount of offered "feedback". Someone needs to filter it.

Originally Posted by pip08456

When any trial is open for initial or more volunteers Mark Wilkin posts on the forum., once the places are filled the post is removed.

Triallists then have a special forum for them only to report bugs in firmware etc.

At least that is what has happened in the past and I see no reason for it to be different now.

It's a matter of being in the right place at the right time. Not the best of ways I admit.

Before you ask I am not trialling any firmware for the superhub as I don't have/want one.

This is still the case for all trials. Normally someone from tech support sits on the forum to collect the data.

[Chrysalis]

Originally Posted by pip08456

When any trial is open for initial or more volunteers Mark Wilkin posts on the forum., once the places are filled the post is removed.

Triallists then have a special forum for them only to report bugs in firmware etc.

At least that is what has happened in the past and I see no reason for it to be different now.

It's a matter of being in the right place at the right time. Not the best of ways I admit.

Before you ask I am not trialling any firmware for the superhub as I don't have/want one.

Ok thanks for letting us know pip, so there is a procedure for triallists but is a mess for the rest of us.

---------- Post added at 18:48 ---------- Previous post was at 18:46 ----------

Originally Posted by Nopanic

The "firmware" team wouldn't be able to handle the amount of offered "feedback". Someone needs to filter it.



This is still the case for all trials. Normally someone from tech support sits on the forum to collect the data.

maybe, but that someone shouldnt be tech support.

[Nopanic]

Originally Posted by Chrysalis

Ok thanks for letting us know pip, so there is a procedure for triallists but is a mess for the rest of us.

---------- Post added at 18:48 ---------- Previous post was at 18:46 ----------



maybe, but that someone shouldnt be tech support.

Who else could it be ? it's normally 2nd line and all of them are good at what they do. I know most of them personally and would rate them very highly.

[Peter_]

Originally Posted by Chrysalis

Ok thanks for letting us know pip, so there is a procedure for triallists but is a mess for the rest of us.

---------- Post added at 18:48 ---------- Previous post was at 18:46 ----------



maybe, but that someone shouldnt be tech support.

They would be the best people for the job as they know there stuff and how the system works.

[Zaim7890]

Originally Posted by jb66

Downstream is slightly high, supposed to be -3 to +7 but I find the hub likes the power higher rather than lower

Ah, i double checked and the module is a -6db one, what's the highest it should go mate?

Edit: is it worth removing the module?

[qasdfdsaq]

-3 to +7, like he just said.

[Chrysalis]

Originally Posted by Nopanic

Who else could it be ? it's normally 2nd line and all of them are good at what they do. I know most of them personally and would rate them very highly.

The fact stuff is been filtered out is wrong in the first place, what happens when the wrong thing gets filtered? The problem with tech support been used for 'everything' is they have generic training and are generally overwhelmed as they over used which this clearly proves.

This is why I told that alex brown guy as long as nothing changes I will be giving him all my feedback, since I didnt even get a confirmation from tech support that my feedback was read.

---------- Post added at 19:14 ---------- Previous post was at 19:13 ----------

Originally Posted by Masque

They would be the best people for the job as they know there stuff and how the system works.

I doubt tech support know more than the firmware team on how it works. Some tech support I have spoke to at VM leave a lot to be desired. They just a customer service shield for the more specialised departments.

[Peter_]

Originally Posted by Chrysalis

The fact stuff is been filtered out is wrong in the first place, what happens when the wrong thing gets filtered? The problem with tech support been used for 'everything' is they have generic training and are generally overwhelmed as they over used which this clearly proves.

I do not think you realise what our 2nd line team are like, most of them are computer geeks of some description, many are Cisco certified or similar, build websites or computers, write their own Linux ISO's, do anything that you guys may do with computers so do not dismiss them as being generically trained.

[Blackened]

Just wanted to post a quick update a few days on, particularly as I have posted about range problems with the normal hub recently and had been PM'd asking how I was going on.
Superhub range is LOTS better for me in the house. Our iPhones/pods/pads can all finally get connected at the furthest point. That was utterly disheartening with the normal hub - especially as I'd lost my 256 and trusty old Netgear - to lose connection and have to disconnect and re-connect to get a signal back (if we were lucky - being on poorly kid duty means you can't always get out of the room easily to go and re-boot!). The Superhub is giving me dropouts however. I can live with it - it comes back online within a minute or so. Connection wise I'm getting the max up and down http and almost 40mb via nntp - this doesn't come as much of a surprise to me as I regularly got 25mb down on the 20mb connection, but it's nice to have. There are various quirks I wasn't expecting such as RDP protocols and NAS devices working only intermittently but I'm sure I can iron them out.

Of course no one will see this or take any notice of it because everyone's too busy ripping shreds of each other and trying to score points..

[qasdfdsaq]

Since none of the end user gear is Cisco, it doesn't really matter whether they're certified or not. Nor does anyone build websites or write linux ISOs using their Superhub.

[Chrysalis]

Originally Posted by Masque

I do not think you realise what our 2nd line team are like, most of them are computer geeks of some description, many are Cisco certified or similar, build websites or computers, write their own Linux ISO's, do anything that you guys may do with computers so do not dismiss them as being generically trained.

What I mean by generic is they have to be trained to handle different scenarios, faulty tv, faulty broadband, faulty phone, pc problems, etc. They are not specialised in the superhub.

Of course as I said some seem very off the ball, one staff member on the VM forums posted the 10mbit modem can handle the 30mbit service and then predictably got ripped apart by customers for the mistake, although generally the forum staff are of much higher standard than the phone staff they are hard to get a response from, I had to pm one of them 3 times to get a reply to a thread I made.

Still even a form is better than expecting people to either ring up or post on the forums with feedback. So that would be progression. Then employ someone with the job of filtering out what are genuine bug reports. I dont think there would be that many that someone would be swamped, as the claim is by VM that problems with the superhub are low and that problems reported are significantly down on previous equipment. If this claim is true then why the worry about having a form?