Superhub customer service nightmare - Page 2

Helix · 12-02-2011, 20:51

Quote:

Originally Posted by big_dirk

seems the best way to reach them is twitter tbh

They are good when you e-mail them, but not so good when you just tweet them anymore.

Normally just say sorry to hear that, or they shouldn't have told you that etc. Rather than actively ask you to send them the details.

Nopanic · 12-02-2011, 21:09

Quote:

Originally Posted by Helix

They are good when you e-mail them, but not so good when you just tweet them anymore.

Normally just say sorry to hear that, or they shouldn't have told you that etc. Rather than actively ask you to send them the details.

Depending which address you email its the same team ...

Skie · 12-02-2011, 23:54

The "It can't be done" seems like they dont understand their own products.

You moved onto the 30meg tier when you activated the SH, which means you were bumped onto a channel bonded thingymabob. Your old modem wouldn't support this, so they couldn't activate that modem while you were still on 30 meg. Computer says no.

Once you reverted back to 20meg, your modem would now be acceptable to VM's phone jockey instructional flowchart system and so it was done quickly. They should have just suggested doing that straight away once they realised the original superhub was fecked pending your receipt of the replacement.

Nopanic · 13-02-2011, 07:37

Quote:

Originally Posted by Skie

The "It can't be done" seems like they dont understand their own products.

You moved onto the 30meg tier when you activated the SH, which means you were bumped onto a channel bonded thingymabob. Your old modem wouldn't support this, so they couldn't activate that modem while you were still on 30 meg. Computer says no.

Once you reverted back to 20meg, your modem would now be acceptable to VM's phone jockey instructional flowchart system and so it was done quickly. They should have just suggested doing that straight away once they realised the original superhub was fecked pending your receipt of the replacement.

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.

Peter_ · 13-02-2011, 07:40

Quote:

Originally Posted by Nopanic

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

We do not have the permissions to do that on an account only Customer Services can do that so anyone requesting a downgrade would be transferred to them.

Nopanic · 13-02-2011, 08:17

Quote:

Originally Posted by Masque

We do not have the permissions to do that on an account only Customer Services can do that so anyone requesting a downgrade would be transferred to them.

You do mate, you have the rights, just not the training. Clearly its not something I would suggest you do though, as there are so many different codes, its better to leave accounts to the Care guys.

Irexes · 13-02-2011, 09:32

Quote:

Originally Posted by Nopanic

When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.

Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.

It eventually took a maximum of 5 minutes to complete once it was finally agreed it was possible. I had asked on at least 3 previous occassions for the old modem to be reactivated and been told "it can't be done", not "it's difficult", or "I can't do that".

It was only when I began saying that I wanted an explanation as to why it couldn't be done and then requested a downgrade that I got somewhere.

I really don't care if it's "royal pain".

Quote:

Originally Posted by Masque

We do not have the permissions to do that on an account only Customer Services can do that so anyone requesting a downgrade would be transferred to them.

No they will be told it can't be done when they ask for their old modem to be reactivated. If they really push they may eventually get it done.

The agents will not at any time suggest this as a solution.

Peter_ · 13-02-2011, 11:02

Quote:

Originally Posted by Nopanic

You do mate, you have the rights, just not the training. Clearly its not something I would suggest you do though, as there are so many different codes, its better to leave accounts to the Care guys.

We have always been told that we do not have the permissions and even if I did I would still transfer them to the correct team as they cannot then point the finger at me.

---------- Post added at 12:02 ---------- Previous post was at 12:00 ----------

Quote:

Originally Posted by Irexes

No they will be told it can't be done when they ask for their old modem to be reactivated. If they really push they may eventually get it done.

The agents will not at any time suggest this as a solution.

If the adding of your Superhub is done correctly the old standard modem should no longer work on the system as it should haver been removed from the inventory as Nopanic said above, you would most likely just get a replacement Superhub.

Also if you have a manned installation the modem would be taken by the engineer.

Irexes · 13-02-2011, 11:31

Quote:

If the adding of your Superhub is done correctly the old standard modem should no longer work on the system as it should haver been removed from the inventory as Nopanic said above, you would most likely just get a replacement Superhub.

Also if you have a manned installation the modem would be taken by the engineer.

Which is exactly the problem. I had a working connection which was replaced with one that didn't work. Instead of restoring the working connection the intention was to leave me without internet for up to 6 days.

The process is designed to suit Virgin Media and not the customer.

Nopanic · 13-02-2011, 11:38

Quote:

Originally Posted by Irexes

It eventually took a maximum of 5 minutes to complete once it was finally agreed it was possible. I had asked on at least 3 previous occassions for the old modem to be reactivated and been told "it can't be done", not "it's difficult", or "I can't do that".

It was only when I began saying that I wanted an explanation as to why it couldn't be done and then requested a downgrade that I got somewhere.

I really don't care if it's "royal pain".

No they will be told it can't be done when they ask for their old modem to be reactivated. If they really push they may eventually get it done.

The agents will not at any time suggest this as a solution.

Quote:

Originally Posted by Irexes

Which is exactly the problem. I had a working connection which was replaced with one that didn't work. Instead of restoring the working connection the intention was to leave me without internet for up to 6 days.

The process is designed to suit Virgin Media and not the customer.

The royal pain bit for agent includes several departments, all with a few days lead time, so you should care.

The process is to stop people running clones and taking free service, not to help us .. we don't care how many modems are floating on accounts.

---------- Post added at 12:38 ---------- Previous post was at 12:37 ----------

Quote:

Originally Posted by Irexes

Which is exactly the problem. I had a working connection which was replaced with one that didn't work. Instead of restoring the working connection the intention was to leave me without internet for up to 6 days.

The process is designed to suit Virgin Media and not the customer.

This isn't process, it is a fault.

Process would have to online there and then. Faults happen sadly.

I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?

Irexes · 13-02-2011, 11:49

Quote:

Originally Posted by Nopanic

The royal pain bit for agent includes several departments, all with a few days lead time, so you should care.

The process is to stop people running clones and taking free service, not to help us .. we don't care how many modems are floating on accounts.

---------- Post added at 12:38 ---------- Previous post was at 12:37 ----------

This isn't process, it is a fault.

Process would have to online there and then. Faults happen sadly.

I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?

Keep my connection running and I'm happy. Tell me I have to go without for 6 days when there's a perfectly viable way of keeping me connected and I'm not.

I don't care what the internal difficulties are because it isn't my problem. I'm sure the Virgin customer charter doesn't say "Do what the customer wants unless it's a bit difficult".

It didn't take several days lead time it took 5 minutes.

I was told something couldn't be done, unambigiously and repeatedly and it could.

I don't think you understand what good customer service is. I'm not a testbed to work out problems. I'm someone paying for a service.

---------- Post added at 12:49 ---------- Previous post was at 12:44 ----------

Quote:

This isn't process, it is a fault.

Process would have to online there and then. Faults happen sadly.

I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?

Faults happen, the process I'm referring to is the one that left me without a connection.

And the "fixing it" involved being asked to change settings that had as much chance of fixing the fault as opening the window of a car would fix a broken fanbelt.

qasdfdsaq · 13-02-2011, 11:53

Quote:

Originally Posted by Nopanic

I agree putting the old modem back online is the quick fix, but by doing that, you remove the service that's at fault .. so how do we fix it, if its not being used ?

Well given the fault here was with the Superhub, you don't need it to be used to send out a replacement. That was already being done before the old modem was reactivated.

Skie · 13-02-2011, 11:54

But they upgrade your ethernet, didn't that fix it?

Nopanic · 13-02-2011, 11:59

Quote:

Originally Posted by Irexes

Keep my connection running and I'm happy. Tell me I have to go without for 6 days when there's a perfectly viable way of keeping me connected and I'm not.

I don't care what the internal difficulties are because it isn't my problem. I'm sure the Virgin customer charter doesn't say "Do what the customer wants unless it's a bit difficult".

It didn't take several days lead time it took 5 minutes.

I was told something couldn't be done, unambigiously and repeatedly and it could.

I don't think you understand what good customer service is. I'm not a testbed to work out problems. I'm someone paying for a service.

---------- Post added at 12:49 ---------- Previous post was at 12:44 ----------

Faults happen, the process I'm referring to is the one that left me without a connection.

And the "fixing it" involved being asked to change settings that had as much chance of fixing the fault as opening the window of a car would fix a broken fanbelt.

You experienced bad customer care, there's no question and in your case, there was the option to put the old modem back, which isn't always the case. Rather than confuse things the agents are given a set of instructions to follow, the way they word their replies to customers, is not scripted so confusion does happen.

If the process had been followed correctly the agent would have called through to 2nd line who would have raised this to the IT department to fix it. The fact that the issue is a loss of service is noted and a return expected (within working hours) basically the same day.

The situation now, is you do not have your upgrade, which is a failure.

---------- Post added at 12:59 ---------- Previous post was at 12:57 ----------

Quote:

Originally Posted by qasdfdsaq

Well given the fault here was with the Superhub, you don't need it to be used to send out a replacement. That was already being done before the old modem was reactivated.

Ok, assuming that is wasn't possible to fix internally then the call should have ended with either a tech being booked to get a modem out ASAP or customer care making changes to the service tier (as they did).

The problem is agent education here and I would suggest you contact VM to make it known.

Irexes · 13-02-2011, 12:04

Quote:

The situation now, is you do not have your upgrade, which is a failure.

Feels like a good result to be honest.