125M : Vmng300

[pip08456]

Originally Posted by Chrysalis

there are 2 issues here.

1 - lack of features (which your saying may apply to).
2 - fundamental stability and performance issues, you cant really apply your saying to that.

and VM can please everyone, allowing people to use their own router again with a proper modem would exactly that would it not?

That would be a better option. As for BT Infinity (their direct competition) you do get a modem and CAN use you own router if you wish.

[General Maximus]

Originally Posted by pip08456

That would be a better option. As for BT Infinity (their direct competition) you do get a modem and CAN use you own router if you wish.

and that is the sign of a good company, one that listens to it's customers, delivers a great product and gives the customers what they ask for

Originally Posted by jb66

Why can't virgin just admit they got it wrong, do a mass refurb of old vmg300s and hand them out untill they fix/scrap the pooperdud!

Have you got a system where you can feed that back as an engineer or if they track the number and types of issues they have with hardware. Although Masque has said he is happy, as are the majority of pooperhub users , I would have thought that the number of calls you are getting about it are massively disproportionate to previous hardware and that it would raise an alarm

[jb66]

They are well aware of the issues. Infact i've never seen such a high proportion of dissatisfied customers. Even the Samsung "stop" fiasco wasn't as bad as this, least then we had an alternative SA box to give to customers. This time its Superhub or Superhub!

---------- Post added at 08:51 ---------- Previous post was at 08:49 ----------

Originally Posted by General Maximus

and that is the sign of a good company, one that listens to it's customers, delivers a great product and gives the customers what they ask for



Have you got a system where you can feed that back as an engineer or if they track the number and types of issues they have with hardware. Although Masque has said he is happy, as are the majority of pooperhub users , I would have thought that the number of calls you are getting about it are massively disproportionate to previous hardware and that it would raise an alarm

LOL

Have you seen the BT infitinty forum?

http://community.bt.com/t5/BT-Infinity/bd-p/BTInfinity

Sounds very similar to the VM forum!!! Least with virgin you can post on here!

[Peter_]

Originally Posted by General Maximus

Have you got a system where you can feed that back as an engineer or if they track the number and types of issues they have with hardware. Although Masque has said he is happy, as are the majority of pooperhub users , I would have thought that the number of calls you are getting about it are massively disproportionate to previous hardware and that it would raise an alarm

We do not get that many otherwise we would be worried.

[Chrysalis]

The claims are they dont get many calls.
Yet jb66 a install tech says issues are up.
so the 2 things clash, assuming masque is giving accurate info my theories are.

1 - the install guys are having a harder time of it for the benefit of tech support as they fix issues or do workarounds during installation, such as giving out extra dongles been mentioned.
2 - the most affected group of customers on the superhubs are tech literate as the superhub if only used for very basic use appears to be adequate, these customers tend to not ring up call centres as they aware of scripted response's fobbing them off so they do more online type support such as forums and email or not even bother and try to deal with the problem without tech support.
3 - issues are been wrongly diagnosed by VM staff as non superhub related.
4 - denial, seen lots of this from alex brown. He is a head of customer services? so his attitude would rub off on his staff.

A prime example is myself, I have had issues with the superhub and havent rang tech support once on it.

[Peter_]

Originally Posted by Chrysalis

2 - the most affected group of customers on the superhubs are tech literate as the superhub if only used for very basic use appears to be adequate, these customers tend to not ring up call centres as they aware of scripted response's fobbing them off so they do more online type support such as forums and email or not even bother and try to deal with the problem without tech support.

We do not use scripts as it is impossible to work that way with broadband and we do not get many hub related calls in my experience.

[jb66]

I would agree with that Chrysalis. I get things on my PDA like "downstream 8db" so I go in armed with a 6db attenuator to only find out the reason im there is x laptop wont work with the hub or some other wifi related issue I cant help with

[Chrysalis]

Originally Posted by Masque

We do not use scripts as it is impossible to work that way with broadband and we do not get many hub related calls in my experience.

of course you use scripts, you mean 'some' staff ignore them. But I have had india staff use scripts probably most of the time and even some uk ones use them. When they start asking for reboots and to check browser settings it becomes obvious.

[Stephen]

There is a difference between a scripted response, like you would get from and overseas call centre and pretty standard tech releated questions you would get from any tech support or faults. i.e. reboot it, turn it off then on again.

Those questions are always asked first as in a lot of cases that can rectify the problem so its best to start with that and then move on if it doesn't help.

[bonjan]

VM gives the superhub to avoid troubleshooting issues with customers, since a separate modem plus a router creates lots of issues when they're not restarted in the right order.

That said, and this is where VM's wrong, they should still allow us to choose a modem. In such as case, VM should refuse to give support to the separate router. If you plug your computer with an ethernet cable to the modem and it works, then VM can't help you.

After all, most users will just use whatever VM gives them. The superhub is a good thing for them. For the rest of us who prefer to run their own router, we should still have the (easy) option to do so, and probably none of us would be unhappy about VM not supporting our separate routers.

Do we all agree with that? VM, could you consider this? We're not asking you to support our routers, just allow us to use them. I'm happy with attaching my laptop to the modem to troubleshoot issues and then deal with my router myself.

[jb66]

Cheaper to allow bridge mode I guess, should be number 1 priority now

[carbon60]

Originally Posted by jb66

Cheaper to allow bridge mode I guess, should be number 1 priority now

Not for my electricity bill. I speculate that the Superhub running bridge mode will use considerably more electricity than a standalone modem.

However until bridge mode is released and someone measures it it's just speculation.

[craigj2k12]

i think he means its cheaper for VM to update the firmware to allow bridge mode over giving out modems, not electricity bills

[capt coax]

Originally Posted by jb66

They are well aware of the issues. Infact i've never seen such a high proportion of dissatisfied customers. Even the Samsung "stop" fiasco wasn't as bad as this, least then we had an alternative SA box to give to customers. This time its Superhub or Superhub!

---------- Post added at 08:51 ---------- Previous post was at 08:49 ----------



LOL

Have you seen the BT infitinty forum?

http://community.bt.com/t5/BT-Infinity/bd-p/BTInfinity

Sounds very similar to the VM forum!!! Least with virgin you can post on here!

just had a look at the BT infitinty forum
it looks a lot like here )
but for copperheads (adsl) users

[craigj2k12]

whatever service it is, there will always be problems