Superhub Superhub Firmware Beta Test - Page 14

craigj2k12 · 11-05-2011, 19:40

Quote:

Originally Posted by Stephen

VM haven't closed their UK call centres though.

i said instead of their UK one

Stephen · 11-05-2011, 19:41

Which one?

Sirius · 11-05-2011, 19:41

Quote:

Originally Posted by Stephen

Which one?

indeed

craigj2k12 · 11-05-2011, 19:54

http://www.cableforum.co.uk/board/10...tre-close.html

okay, whatever, its not closing, more merging, and its not complete, but they should be scrapping the off-shores if they are trying to satisfy customers more

Chrysalis · 11-05-2011, 20:00

Quote:

Originally Posted by Stephen

CEO complaints are meant to be a last resort when every other option has been exhausted however some people on here seem to be contacting the CEO office as a first option just because they don't like the superhub.

if its for a vmng300 they have no choice as its the only method available.

Incidently today I noticed my VM line doesnt work, no ideal how long for as is rarely used, I didnt ring the CEO office up for it instead I rang basic tech support and got a tech arranged.

Stephen · 11-05-2011, 20:58

Quote:

Originally Posted by craigj2k11

http://www.cableforum.co.uk/board/10...tre-close.html

okay, whatever, its not closing, more merging, and its not complete, but they should be scrapping the off-shores if they are trying to satisfy customers more

That is a Virgin Mobile call centre though not a Virgin Media one.

---------- Post added at 21:58 ---------- Previous post was at 21:56 ----------

Quote:

Originally Posted by Chrysalis

if its for a vmng300 they have no choice as its the only method available.

Incidently today I noticed my VM line doesnt work, no ideal how long for as is rarely used, I didnt ring the CEO office up for it instead I rang basic tech support and got a tech arranged.

If you have an issue with the superhub then you should be contacting tech support to try and get help and sort it out before contacting them just to try and get a modem.

Peter_ · 11-05-2011, 21:22

Quote:

Originally Posted by craigj2k11

http://www.cableforum.co.uk/board/10...tre-close.html

okay, whatever, its not closing, more merging, and its not complete, but they should be scrapping the off-shores if they are trying to satisfy customers more

If you had clicked my link in that thread then you would have seen that it was a Virgin Mobile call centre and that the jobs are being transferred to Wythenshawe.

---------- Post added at 22:22 ---------- Previous post was at 22:19 ----------

Quote:

Originally Posted by Chrysalis

if its for a vmng300 they have no choice as its the only method available.

Not really acceptable as a first port of call just because you have a Superhub or do not want a Superhub installed, as I have already said unless you have followed process and and have a history of fault calls you should be referred back to technical support as the issue may not be the Superhub and a VMNG300 may not resolve the issue.

Soon the cupboard will be bare and what will people do then.

Chrysalis · 12-05-2011, 00:05

Quote:

Originally Posted by Stephen

That is a Virgin Mobile call centre though not a Virgin Media one.

---------- Post added at 21:58 ---------- Previous post was at 21:56 ----------

If you have an issue with the superhub then you should be contacting tech support to try and get help and sort it out before contacting them just to try and get a modem.

we been over this many times over this on this forum, to summarise tech support are incapable of dealing with various superhub issues. Lack of ways to log bugs and lack of training/understanding from them on firmware etc. Tech support also cannot send out a vmng300, I said that directly in my post yet you either deliberatly or accidently ignored that point by saying should ring tech support.

However VM should open extra channels that allow a modem been sent out then the CEO office would have a lower workload because I agree its a poor way of using their time to send out modems.

---------- Post added at 01:05 ---------- Previous post was at 01:02 ----------

Quote:

Originally Posted by Masque

If you had clicked my link in that thread then you would have seen that it was a Virgin Mobile call centre and that the jobs are being transferred to Wythenshawe.

---------- Post added at 22:22 ---------- Previous post was at 22:19 ----------

Not really acceptable as a first port of call just because you have a Superhub or do not want a Superhub installed, as I have already said unless you have followed process and and have a history of fault calls you should be referred back to technical support as the issue may not be the Superhub and a VMNG300 may not resolve the issue.

Soon the cupboard will be bare and what will people do then.

such a policy would lose customers and would be rather silly. The fact only the CEO office can send out modems is silly in itself. The superhub is so bad VM are starting a new supply chain for it yet continue to make it the only CPE available.

You also continue to spin the no stock story yet have no basis for it.

Stephen · 12-05-2011, 00:09

I ignored nothing in your post, I stated the correct processes for faults with BB/equipment.

The small issues some people have with the superhub can be investigated and maybe try a new superhub and then and only once all attempts to sort it have failed should you be contacting the CEO team who will possibly consider sending a modem if there is nothing else that can be done.

VM are trying to stop the wide use of modems on new installs so its to be a last resort to get one. Also tech support can't send modems are they aren't supposed to, its not part of their job.

However you should not be actively telling people on the forum to contact the CEO team and ask for a modem.

Fundamentally the superhub is a great bit of kit and for most people works brilliantly with little or no issues. Its not useless as you so claim.

Chrysalis · 12-05-2011, 00:33

I am not telling anyone to specifically to ask for a modem however I am telling people how to get one when they want one, there is a clear difference.

If someone wants a modem its wrong to tell them instead they cant get one.

Sadly in VM's case their process doesnt work as far as the superhubs are concerned. It works partially on the forums but not over the phone.

Your last line sounds like a sales pitch and is embarrasing. There is so much evidence that contradicts it.

Peter_ · 12-05-2011, 06:54

Quote:

Originally Posted by Chrysalis

However VM should open extra channels that allow a modem been sent out then the CEO office would have a lower workload because I agree its a poor way of using their time to send out modems.

You also continue to spin the no stock story yet have no basis for it.

From launch the VMNG300 modem was only ever able to be replaced by an engineer as we never had the permissions to send one out unlike every other modem or router.

So how would it now suddenly become possible for us to send out the VMNG300 as it has never been a stock item on Kuene and Nagel's shelves? as that is the company that holds our stock.

The CEO's office sources them from elsewhere.

As I have stated many times due to the VMNG300 modem being superseded by the Superhub any stock left of the VMNG300 can only ever be finite as they are no longer manufactured, so even if you get one sent out and it works what happens when it develops a fault as the is no direct replacement for it and if we send out a technician he can only swap it for a Superhub.

_wtf_ · 12-05-2011, 07:16

Quote:

Originally Posted by Sirius

indeed

This your idea of adding to the debate?

Stephen · 12-05-2011, 07:40

Well your post hardly adds anything to the thread either!

_wtf_ · 12-05-2011, 07:41

Quote:

Originally Posted by Stephen

Well your post hardly adds anything to the thread either!

But I don't pull people up on it

Stephen · 12-05-2011, 07:46

Quote:

Originally Posted by Chrysalis

I am not telling anyone to specifically to ask for a modem however I am telling people how to get one when they want one, there is a clear difference.

If someone wants a modem its wrong to tell them instead they cant get one.

Sadly in VM's case their process doesnt work as far as the superhubs are concerned. It works partially on the forums but not over the phone.

Your last line sounds like a sales pitch and is embarrasing. There is so much evidence that contradicts it.

Thre is nothing embarrassing about my post at all.

---------- Post added at 08:46 ---------- Previous post was at 08:45 ----------

Quote:

Originally Posted by _wtf_

But I don't pull people up on it

You just did