VM Community board replies now a week in arrears

[Digital Fanatic]

Originally Posted by kwikbreaks

I'm sorry to hear that. Redundancy with the economy in the state it is can't be a very pleasant prospect. I wish you and any other VM folks in the same position all the best for your futures.

Redundancy isn't the end of the world. I was made redundant from a well paid support role in 1995 and things looked bleak. I decided to take the contracting route instead of working as an employee. I haven't been out of work since.

Thanks, yeah things are a little "stressful" at the moment to say the least.. but who knows what the future brings...

[Chrysalis]

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

[Nopanic]

Originally Posted by Chrysalis

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

Does he have a job ?

[Digital Fanatic]

Originally Posted by Chrysalis

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

This is how the Community Forum is supposed to work, but not just one poster

Originally Posted by Chrysalis

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

I wonder why ...

[Chrysalis]

Originally Posted by Chris

I wonder why ...

Well he is helping people not moaning etc. So if he can do it a full time employee should be able to.

[Ignitionnet]

Originally Posted by Chrysalis

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

It's a rather quicker job to write 'Your power levels look a bit high' , 'Looks like congestion' or whatever than to get the account details, go to Blue Tools / Cardie / Badger, maybe log onto the CMTS itself, perform diagnostics, maybe raise a new Remedy ticket and escalate to networks, maybe check engineer availability, PM the customer to inform of available slots and write in thread that a PM is waiting for them.

[Stephen]

Originally Posted by Chrysalis

Pip a ex customer is managing to reply to almost every thread on there single handed within a day of post.

Does he have a lot of spare time on his hands then? I assure you that if he was a staff member and investigating the issues properly and looking in all the systems it would take him a lot longer to get anything done!

[Digital Fanatic]

Originally Posted by Chrysalis

Well he is helping people not moaning etc. So if he can do it a full time employee should be able to.

The 2nd line teams are also dealing with a lot of other stuff, the forum is a small part of that. They will look in as often as they can, but anyone with an urgent fault should call 151.

Welcome to our Help & Support forum. This is where you can get help from our forum community, share your experiences and your own answers.

This forum is for community based support. If you’ve got a problem with one of our services and need to talk to us directly or it's an urgent problem, please contact us.

[Mick Fisher]

Originally Posted by Digital Fanatic

The 2nd line teams are also dealing with a lot of other stuff, the forum is a small part of that. They will look in as often as they can, but anyone with an urgent fault should call 151.

and it's odds on you will get the offshored support who will be just the same waste of your time as the "so called" Help and Support Forum is.

[Chrysalis]

Originally Posted by Digital Fanatic

The 2nd line teams are also dealing with a lot of other stuff, the forum is a small part of that. They will look in as often as they can, but anyone with an urgent fault should call 151.

The question is why arent full time staff allocated to the forum? An earlier post in this thread from me suggested VM are deliberatly slow (using poor resources) to encourage people to phone as its evident they dont like doing online support. Something wrong with a company people urging to phone them knowing they got poor offshore support.



---------- Post added at 19:13 ---------- Previous post was at 19:12 ----------

Originally Posted by Ignitionnet

It's a rather quicker job to write 'Your power levels look a bit high' , 'Looks like congestion' or whatever than to get the account details, go to Blue Tools / Cardie / Badger, maybe log onto the CMTS itself, perform diagnostics, maybe raise a new Remedy ticket and escalate to networks, maybe check engineer availability, PM the customer to inform of available slots and write in thread that a PM is waiting for them.

All that in all honesty unless VM have bad internal system probably takes about 5 minutes. given people on the phone can do that fairly quickly as well. You could have just said its because staff are only allocated a small time each day to check forum queries.

[Nopanic]

Originally Posted by Ignitionnet

It's a rather quicker job to write 'Your power levels look a bit high' , 'Looks like congestion' or whatever than to get the account details, go to Blue Tools / Cardie / Badger, maybe log onto the CMTS itself, perform diagnostics, maybe raise a new Remedy ticket and escalate to networks, maybe check engineer availability, PM the customer to inform of available slots and write in thread that a PM is waiting for them.

Red tools now mate .. Blue tools died years ago ..

Originally Posted by Chrysalis

All that in all honesty unless VM have bad internal system probably takes about 5 minutes. given people on the phone can do that fairly quickly as well. You could have just said its because staff are only allocated a small time each day to check forum queries.

Don't forget on a call they talk you through it, ask you questions, this is all one sided and the forums are a lot less forgiving than chatting to someone on the phone.

2nd line also don't take calls from customers, they only tend to look at the "higher" level bits following on from 1st line diagnostics, so add together the time it takes to call in, go through all the checks on the phone, then wait for 2nd line to advise the agent what to do next, for them to do it and then come to a resolution, without the 2nd line guy being able to ask any questions in real time.

Oh and to add the forum posts tend to be tricky issues to find, the ones people couldnt get sorted over the phone.

[kwikbreaks]

It will be a real shame if they leave the forum to volunteers like pip who can certainly turn around the basic issues very quickly but it takes VM staff to check out congestion and arrange tech callouts for power level problems (the two issues I'm waiting to be answered on there).

I like many others don't have a VM phone and the absence of a national number makes listening to abysmal hold music rather expensive - especially it that is followed up by poor quality support. Another reason I prefer to use the forum.

[Digital Fanatic]

Originally Posted by kwikbreaks

It will be a real shame if they leave the forum to volunteers like pip who can certainly turn around the basic issues very quickly but it takes VM staff to check out congestion and arrange tech callouts for power level problems (the two issues I'm waiting to be answered on there).

I like many others don't have a VM phone and the absence of a national number makes listening to abysmal hold music rather expensive - especially it that is followed up by poor quality support. Another reason I prefer to use the forum.

Fair comment.

[kwikbreaks]

Well I got an answer to the first of my two posts - high UBR utilisation which the tech says he's raised with networks. Strangely enough he didn't mention my browser cache.

No fault number or any suggestion when it may get fixed so I guess I'll either have to sit and wait or just give up and downgrade to 10Mbps which is all I can get anyway a lot of the time. I'll give it a couple of weeks and ask for a progress report if I don't hear anything before that.

Still answering posts dormant for 8 days at the moment.