[Update] ALL 20>30Mb upgrade discussion

[Chrysalis]

masque making the classic mistake assuming a silent customer is a happy customer.

As far as the forum goes its only a snapshot of customers who post on there so as such we can only see a snapshot of complaints, the rest are only known to VM. Its a logical assumption that what we see there is a fraction of what happens on the phones.

Why is that a logical assumption?

Standard sales model - one unhappy customer tells at least ten others, one happy customer tells two or three others.

It would appear only to be "logical" because it support your premise....

[Peter_]

Originally Posted by Chrysalis

masque making the classic mistake assuming a silent customer is a happy customer.

As far as the forum goes its only a snapshot of customers who post on there so as such we can only see a snapshot of complaints, the rest are only known to VM. Its a logical assumption that what we see there is a fraction of what happens on the phones.

Not really as if or you had an issue we would call up to complain and as many also have phone with Virginmedia that call is completely free, we get calls about faults that are not even a Virginmedia issue.

Be honest if you had a fault would you just sit there and hoped that it would go away, no of course you would not you would ring up and complain.

The logical assumption has more to do with tinfoil hats as sadly the majority are happy with their connection.

[Mick Fisher]

Originally Posted by Hugh

You appear to have overlooked the modifier "some" in my post....

Point taken.

With regard to my post can we then say........

however, I have noted a common thread amongst some of the issues are quite simple setups too.

If so then may we agree that superdud issues can and do appear on any type of set up.

Agreed.....

[Chrysalis]

Originally Posted by Hugh

Why is that a logical assumption?

Standard sales model - one unhappy customer tells at least ten others, one happy customer tells two or three others.

It would appear only to be "logical" because it support your premise....

are you denying volumes of support calls are many multiples higher than online forum requests?

of course its logical.

its a 'fact' there is more tech support calls than forum support posts. A LOT more.
its a 'fact' the bulk of forum posts relate to either utilisation issues or superhub issues.

its logical to assume that what we see reported on the forums is only a fraction of total complaints of the same nature. This will apply to any broadband isp that runs support forums alongside tech support call centres.

---------- Post added at 16:48 ---------- Previous post was at 16:46 ----------

Originally Posted by Masque

Not really as if or you had an issue we would call up to complain and as many also have phone with Virginmedia that call is completely free, we get calls about faults that are not even a Virginmedia issue.

Be honest if you had a fault would you just sit there and hoped that it would go away, no of course you would not you would ring up and complain.

The logical assumption has more to do with tinfoil hats as sadly the majority are happy with their connection.

actually there is various issues I have not rang up about, especially normal tech support as I knew they wouldnt be resolved that way.

I have never rang normal tech support regarding any superhub or utilisation issue only used it when I had a complete outage as they are at least capable of dealing with that kind of problem.

so by your logic I am a happy customer with the superhub with no issues on it.

[Peter_]

Originally Posted by Chrysalis

actually there is various issues I have not rang up about, especially normal tech support as I knew they wouldnt be resolved that way.

I have never rang normal tech support regarding any superhub or utilisation issue only used it when I had a complete outage as they are at least capable of dealing with that kind of problem.

so by your logic I am a happy customer with the superhub with no issues on it.

Well as we would be unaware of any issues then as far as we would be concerned the answer maybe yes unless the is anything in your accounts notes, as they are what matters.

Remember oddly enough we are not mind readers even though in many cases that would be a virtue.

[Stephen]

Originally Posted by Mick Fisher

The wireless is so weak that in the short time I have had to use this device I have had to optimise the channel selection 3 times presumedly because some outside event has affected my signal from the superdud which is in an adjoining room only a few feet away from my laptop.

The auto channel selection option does not work because it is always stuck on the same naff channels (1 - 13 IIRC) regardless of local conditions.

The firewall is still broke even after a firmware update as it breaks some websites.

The inactivity timer in it's HTML pages is set to a frustratingly short time.

The 300mbps mode breaks the superduds wireless.

I have to disagree with all that. My superhub has been set to auto and is on 300mbps and I get great wireless range and stability. It's never dropped out on me at all since I got it installed.

[Ignitionnet]

Couldn't resist

[Mick Fisher]

Originally Posted by Stephen

I have to disagree with all that. My superhub has been set to auto and is on 300mbps and I get great wireless range and stability. It's never dropped out on me at all since I got it installed.

Strangely, out of the box, my superdud appeared to work great on default settings.

Unfortunately after a only couple of days the rot set in with no network detected, the strength bars quickly oscillating between zero and full strength all the while or just cutting out completely and needing a reboot.

Only optimising the channel selection and setting it 145mbps stabilises the wireless.

I have recommended these work arounds to help many people both on here and the help and support forum.

It certainly is not an uncommon state of affairs despite your assertion derived from your own experience.

[jb66]

I'm pretty hacked of that masque hasn't got an issue, what's different? Is it a 3 channel bonding fault? Motarola bsr fault? Wifi interference? I want it to work 24/7 with no drop outs. This new hub is once or twice a night

[Peter_]

Originally Posted by jb66

I'm pretty hacked of that masque hasn't got an issue, what's different? Is it a 3 channel bonding fault? Morphine bsr fault? Wifi interference? I want it to work 24/7

On a Cisco without any issues my downstream is -3 on all 3 downstreams and snr 38, upstream 46.

I have the R25 firmware and can run it fine with everything ticked or everything but IPSEC and PPTP unticked, I can view Youtube and download without issue and the 7 browsers on my machine all work.

I am using Windows 7 Ultimate on a Dual core 32 bit system with MSE for security all pretty standard stuff.

[Milambar]

Originally Posted by Masque

Not really as if or you had an issue we would call up to complain and as many also have phone with Virginmedia that call is completely free, we get calls about faults that are not even a Virginmedia issue.

Be honest if you had a fault would you just sit there and hoped that it would go away, no of course you would not you would ring up and complain.

The logical assumption has more to do with tinfoil hats as sadly the majority are happy with their connection.

Actually, at least 4 of my friends in the past 12 months, have had faults with their service (not superhub related), and just accepted it, because they "don't want to talk to the Indians". They are quite willing to wait till out of contract and terminate. All because of the Indian call centers.

So its a fallacy to think that just because people don't call in, that everything is hunky dory.

Granted, you won't be aware of any faults, but that does not mean they don't exist.

[Peter_]

Originally Posted by Milambar

Actually, at least 4 of my friends in the past 12 months, have had faults with their service (not superhub related), and just accepted it, because they "don't want to talk to the Indians". They are quite willing to wait till out of contract and terminate. All because of the Indian call centers.

So its a fallacy to think that just because people don't call in, that everything is hunky dory.

Granted, you won't be aware of any faults, but that does not mean they don't exist.

I am not Indian and nor are my 200 colleagues in the Liverpool office who are available from 0800 until 2200 Monday to Friday and 0800 to 1600 Saturday and he can always call Retentions like many others do just to ensure an English call centre.

If you do not ring up no one will ever know and he will continue to get angrier as he is paying for a degraded service so with that in mind he must call in as why should he wait out his contract so he can cancel when a single call may resolve the issue.

Plus how many go down the CEO route as well to get their connection fixed.

The way I look at it is would you be willing to pay me £50 a month direct from your bank for 12 months for nothing, if so let me know.

[Mick Fisher]

Originally Posted by Milambar

Actually, at least 4 of my friends in the past 12 months, have had faults with their service (not superhub related), and just accepted it, because they "don't want to talk to the Indians". They are quite willing to wait till out of contract and terminate. All because of the Indian call centers.

So its a fallacy to think that just because people don't call in, that everything is hunky dory.

Granted, you won't be aware of any faults, but that does not mean they don't exist.

Exactly.