People affected by modem ready light going off, post here!

[Raistlin]

I've removed individuals' names and direct dial numbers from a post further up this thread as I doubt they gave permission for them to be made publicly available.

If everybody 'phones through to an individual then all that will happen is that they will be swamped and not in a position to help anybody at all.

There are official support channels, best bet is to use them. If you get no joy there then you need to complain, and continue to escalate that complaint until things get fixed.

Circumventing the correct channels causes more problems than it solves.

[pointy shadow]

Originally Posted by Broadbandings

Pointy - engineer visit is the fastest way to resolve this in most cases, your modem is trapped in broken walled garden.

When this is fixed you may see an improvement - try a post to the newsgroups see if reprovisioning your existing modem would help.

In other news this thread is a mess, there's at least 3 distinct issues here none of which are related. Signal issues, walled garden / provisioning issues, modem problems, bleh.

Cheers. However my modem wasnt put into the "walled garden" before the guy from the helpdesk messed about with it.

Mark - will get that number from you later on since it has been removed.

Not that I would do such a thing but I wonder if the cloned modems are also having the same issues.

---------- Post added at 11:00 ---------- Previous post was at 10:55 ----------

Originally Posted by Rob M

I've removed individuals' names and direct dial numbers from a post further up this thread as I doubt they gave permission for them to be made publicly available.

If everybody 'phones through to an individual then all that will happen is that they will be swamped and not in a position to help anybody at all.

There are official support channels, best bet is to use them. If you get no joy there then you need to complain, and continue to escalate that complaint until things get fixed.

Circumventing the correct channels causes more problems than it solves.

Hi Rob,

It is highly unlikely that the 0845 number Mark posted will get you through to an individual as it just goes into the call centre queue.

The official support channels are a joke - they guys couldnt understand me and were absolutely no help at all. I would go as far as saying that I have forgot more about networks than what they know about them. Fair play they have a script that they have to work to but I have been working with networks for over 10 years now and despite repeatedly asking them if they can transfer me to the escelated technical department they said that it would not be possible to transfer me. Complaining is all fair and well but not when you need to stay on hold for 45 minutes to do so.

Going throught the correct channels causes more problems than it solves IMO.

[markovts]

rob - the 0845 number i posted was the general landline number to contact virgin media, and option 2 is for technical support. I was posting this with a hint of sarcasm as the "technical support" agent i spoke to told me this was his direct number, when quite obviously it wasn't.

pointy - i'll email you it now.

I can appreciate they work to a script, but when thats all they can rely on and have no other technical knowledge/know how/experience on actually using the service, it's pointless asking them to help because you end up being the one explaining to them how the service works. I actually had one guy telling me i wouldn't be able to connect to my wireless router if my modem wasn't plugged in.....show you what we're up against.

[Raistlin]

Fair enough, I'v reinstated the number - thanks for the clarification

[moaningmags]

Originally Posted by markovts

I can appreciate they work to a script, but when thats all they can rely on and have no other technical knowledge/know how/experience on actually using the service, it's pointless asking them to help because you end up being the one explaining to them how the service works.

In my 4 years working as technical support for Telewest then Virgin Media, I have NEVER worked to a script, nor have I ever seen a script and to be perfectly honest I resent the assumption stated as fact that we all use a script.
A lot of us actually listen to what a customer is telling us and do our troubleshooting based on what they say.

Mags, I think the assumption is based on customers whose only experience of VM CS is speaking to India. I've had conversations by voice and by email with them that are very obviously scripted. It is extremely frustrating. But the upside of it is, many more of the people that come through to your extension are going to be almost pitifully thankful just to be speaking to someone who is empowered to deal with the issue rather than merely categorise and close it down. Hopefully that makes things just a little easier for you.

[moaningmags]

I've had those conversations myself and the last time the agent told me I was the customer as I was at home and he was the technical support agent so therefore he knew better than me

I just get annoyed, frustrated and embarassed when we're all labelled the same and occassionally feel the need to point out we're not

[markovts]

Originally Posted by moaningmags

In my 4 years working as technical support for Telewest then Virgin Media, I have NEVER worked to a script, nor have I ever seen a script and to be perfectly honest I resent the assumption stated as fact that we all use a script.
A lot of us actually listen to what a customer is telling us and do our troubleshooting based on what they say.

Mags, i'm not referring to UK based call centre's. but my problem is how do we get to speak to a uk based call centre to explain our problems and get proper technical support? any time i always ask to speak to someone in the UK for technical support (simply because i know you guys use the service, don't read from a script because you actually do have genuine technical knowledge) but i'm always told there's no specific number for you guys and i can't be put through - which is frustrating.

one of the guys in my work has 50 mb bb, and has just been put through to a team in liverpool to help him, only because he's on 50mb. This guy then told him he'd help him log onto the modem, pull some logs from it etc and try to pinpoint the problem. However us 20mb and lower punters get dumped in the scrap heap and get told to "reboot our modem for 1 minute", "try it without a wireless router", "lick your ear and hold your thumb in the air for 37.7 seconds exactly while hopping on your nose".......

[Retrovertigo]

Moaningmags highlights the worst problem of all to be fair. Knowing there are skilled, knowledgeable people working at VM, but it isn't even a lottery getting to speak to them, it is more of a miracle.

I highlighted my problem of my ready light going out around midnight each evening, and tech support via the newgroups told me I should call in the problem. But at midnight I know my only choice is India, and to go through the stress of a call like that at midnight? No thanks

[pabscars]

Originally Posted by markovts

Mags, i'm not referring to UK based call centre's. but my problem is how do we get to speak to a uk based call centre to explain our problems and get proper technical support? any time i always ask to speak to someone in the UK for technical support (simply because i know you guys use the service, don't read from a script because you actually do have genuine technical knowledge) but i'm always told there's no specific number for you guys and i can't be put through - which is frustrating.

one of the guys in my work has 50 mb bb, and has just been put through to a team in liverpool to help him, only because he's on 50mb. This guy then told him he'd help him log onto the modem, pull some logs from it etc and try to pinpoint the problem. However us 20mb and lower punters get dumped in the scrap heap and get told to "reboot our modem for 1 minute", "try it without a wireless router", "lick your ear and hold your thumb in the air for 37.7 seconds exactly while hopping on your nose".......

If you are unhappy I would recommend making a formal complaint to customer services.

I did (via email) this when I was on 20Mb, and had a response quickly and had my issues dealt with by UK support, the guys over here are extremely helpful and will go above and beyond to help get your issues sorted.

I would also recommend upgrading to 50Mb, I know it might be a few extra quid a month but the support staff really are bees wotsits.

I appreciate what your saying as I know just how frustrating it can be when dealing with India.

For me upgrading to 50Mb was money well spent, and although Ive had issues with it at times, getting through to UK staff every time saves the already on set of grey hairs from advancing all the sooner.

[markovts]

pabscars -

i will phone up later and make a formal complaint - might help.

I don't see why i should have to go to these lengths to complain though - surely someone must monitor these calls and see how shocking the experience is.

i've also phoned enquiring about the 50mb but they want a £50 install fee, and another £20 activation fee - even thuogh i'm an existing customer with them, so i scrapped that idea.

[Welshchris]

Originally Posted by Chris

You're talking out of your bottom.

im entitled to an opinion and that is mine

---------- Post added at 13:00 ---------- Previous post was at 12:59 ----------

Also this morning AGAIN! i cannot get an IP address with the 20mb modem.

tried from 12:48 - 12:57 to get an IP address and tried 4 times and didnt wanna know.

Im now having to use the 50mb testbed modem again.

[pointy shadow]

Originally Posted by Welshchris

im entitled to an opinion and that is mine

---------- Post added at 13:00 ---------- Previous post was at 12:59 ----------

Also this morning AGAIN! i cannot get an IP address with the 20mb modem.

tried from 12:48 - 12:57 to get an IP address and tried 4 times and didnt wanna know.

Im now having to use the 50mb testbed modem again.

Chris - are you a Virgin employee?

[pabscars]

Originally Posted by markovts

pabscars -

i will phone up later and make a formal complaint - might help.

I don't see why i should have to go to these lengths to complain though - surely someone must monitor these calls and see how shocking the experience is.

i've also phoned enquiring about the 50mb but they want a £50 install fee, and another £20 activation fee - even thuogh i'm an existing customer with them, so i scrapped that idea.

Like I said for me it was money well spent.

If you get nowhere via the phone try emailing it via the VM website.

sometimes through life we don't get the response we expect, it's up to you to pursue a resolution or let it go.

For me I,m like a dog with a bone.

good luck

[Welshchris]

Originally Posted by pointy shadow

Chris - are you a Virgin employee?

ur joking right?