Superhub : shub 2 modem mode

[Kushan]

Ahh, Virgin's extensive training at work there, I see.

---------- Post added at 22:52 ---------- Previous post was at 22:50 ----------

Originally Posted by General Maximus

I think they are trying to fob people off. They probably worked out a long time ago that people wanted modem mode because wireless was/is rubbish on shub1 so they are lulling everyone into a false sense of security by disabling wireless and letting the new router handle it whilst at the same time letting the shub act as the primary router so tech support can still do their stuff when you ring up. Sneaky.

I very much doubt this is the case. For all Virgin's faults, I've never seen them do anything deliberately like this in order to pull the wool over a customer's eyes. Their agents still have to support 3rd party wireless and it makes more sense to put the hub into modem mode for that (less conflicting things).

In all likelihood, the tech was either being lazy, not trained very well or hasn't been trained since the Shub got modem mode - meaning the "old" way was to just switch off wireless.

[qasdfdsaq]

Given the number of different people reporting different call centre staff saying "I'm sending some signals to your line which will fix it" when no such thing is happening, I am pretty much certain VM have trained their staff deliberately to make this misleading statement. I can't believe dozens of individuals would have simultaneously invented the same cop-out excuse individually without some higher influence.

[BenMcr]

Originally Posted by General Maximus

whilst at the same time letting the shub act as the primary router so tech support can still do their stuff when you ring up. Sneaky.

Modem mode doesn't stop tech support being able to see problems with your connection or SuperHub, it just means they can't see how your internal network is set up.

[General Maximus]

I know, but I very much doubt they'll be willing to use remote access to look at the 3rd router config and play around with the wireless settings like they can do with the shub. The point I was trying to make is that leaving the shub in router mode, disabling wireless and letting a 3rd party router act as the wap is the perfect all-in-one solution for VM in terms of support vs performance balance

[BenMcr]

Originally Posted by General Maximus

I know, but I very much doubt they'll be willing to use remote access to look at the 3rd router config and play around with the wireless settings like they can do with the shub. The point I was trying to make is that leaving the shub in router mode, disabling wireless and letting a 3rd party router act as the wap is the perfect all-in-one solution for VM in terms of support vs performance balance

Don't see how - if everything is connected to the 3rd party router, VM still can't see anything useful in regards to the network set up?

[General Maximus]

I know but it still lets them muck about with the shub and change settings rather than not being able to do anything at all.

[Kushan]

Originally Posted by qasdfdsaq

Given the number of different people reporting different call centre staff saying "I'm sending some signals to your line which will fix it" when no such thing is happening, I am pretty much certain VM have trained their staff deliberately to make this misleading statement. I can't believe dozens of individuals would have simultaneously invented the same cop-out excuse individually without some higher influence.

Errrr....that is actually a thing. They call it "sending hits" internally and is usually a good way to force the modem to redownload its configuration file, among other things (I don't know the ins and outs of it). Mostly fixes provisioning issues, like when it didn't quite activate correctly or occasionally someone's paid their bill but the modem didn't get the memo, stuff like that. It's usually worth doing if the modem isn't getting online but the power levels seem ok.

It's a thing, I assure you.

[jb66]

Originally Posted by Kushan

Errrr....that is actually a thing. They call it "sending hits" internally and is usually a good way to force the modem to redownload its configuration file, among other things (I don't know the ins and outs of it). Mostly fixes provisioning issues, like when it didn't quite activate correctly or occasionally someone's paid their bill but the modem didn't get the memo, stuff like that. It's usually worth doing if the modem isn't getting online but the power levels seem ok.

It's a thing, I assure you.

Can you explain what happens when the Call center say "i've boosted your signal"

how do they do that?

[General Maximus]

Looooooool, it is a shame they dont realise how stupid they sound. If they think they can work magic then they should be working in networks and sort out 1gbit fttp

[Kushan]

Originally Posted by jb66

Can you explain what happens when the Call center say "i've boosted your signal"

how do they do that?

Seriously though, the agents are trained to use the "sending signals" line but it isn't to try and pull the wool over a customer's eyes, it's to keep the level of Jargon down. I doubt most of the people on this forum, who are generally fairly technically inclined, would know what "sending hits" meant, let alone an average customer.

The "boosted your signal" one isn't something officially trained out as it is misleading at best. Christ knows what (if anything) the tech was actually doing at that point.

[General Maximus]

lol, that gif is excellent, it has given me my afternoon chuckle

[qasdfdsaq]

Originally Posted by Kushan

Errrr....that is actually a thing. They call it "sending hits" internally and is usually a good way to force the modem to redownload its configuration file, among other things (I don't know the ins and outs of it). Mostly fixes provisioning issues, like when it didn't quite activate correctly or occasionally someone's paid their bill but the modem didn't get the memo, stuff like that. It's usually worth doing if the modem isn't getting online but the power levels seem ok. It's a thing, I assure you.

And that does what exactly which is at all relevant to fixing node congestion problems? Yes it's a thing that exists. That doesn't mean it isn't still a complete lie that has nothing to do with, and no chance of fixing the problem the customer called about.

"You have performance issues between 6pm and 10pm every day? Sure I'll send some signals at 2pm. That'll fix it."

[Kushan]

Originally Posted by qasdfdsaq

And that does what exactly which is at all relevant to fixing node congestion problems? Yes it's a thing that exists. That doesn't mean it isn't still a complete lie that has nothing to do with, and no chance of fixing the problem the customer called about.

"You have performance issues between 6pm and 10pm every day? Sure I'll send some signals at 2pm. That'll fix it."

See that's a different statement entirely. I agree, there's nothing an agent can immediately do when it comes to congestion other than check for an existing ticket or raising one if there isn't. That's what they're trained to do, that's what the internal process dictates they're supposed to do - they're never told to outright lie to the customer. Mind you, I can only speak for onshore, not offshore.