Virgin Media 70, 150 & 200 Mb Upgrades - Page 40

General Maximus · 04-10-2015, 19:01

I know what you mean, I think it is first line which is the problem. When 100mbits first came out VM press team posted an news release on the PR webpage saying that Lincoln along with 10 other areas was enabled as of that day and I checked the postcode checker and it said it was available. I rang up for it and the person I spoke was adamant that it wasn't available and wouldn't be ready for months. I went back to the news release and luckily there was a name and email address at the bottom of the release so I sent the woman a very nice email explaining the problem and how frustrated I was at the mixed messages. She replied the following day apologising profusely and assured me it had all been fixed and that there was a communication error. I rang back straight away and low and behold, I had no probs being upgraded.
When I rang up in February for 152mbits I had the same problem with customer services so I just put the phone down and rang retentions and they put it through straight away.

I think the moral of the story is that it all depends who you get through to. There some people who care about what they do and are in position to do things and there are other people who couldn't give a **** and think they get paid to ******** people and get them off the phone.

In defence of the dude above though, I am pretty sure 1st line can't raise an issue with networks directly even if they can see 95% of the modems are offline as you stated. They are only able to book tech visits and VM have an automated system in place which flags a huge number of visits to one area, somebody non-1st line looks at it and realises there is an area and then sends it to networks. So he was actually helping by booking a tech because the more visits he books the more likely it is that the fault will be picked up.

morrk · 04-10-2015, 19:48

For a communications company, communication has never been a VM strong point to be fair.

I worked there for a few years ~10 years ago and remember one morning there was about 1000 calls in the queue, it turned out nobody thought to let people know when the TV channel numbers were changing.

Wasn't having a go at the guy the other night so much, more the stupid rules in place staff are forced to follow. He even told me at the time he wasn't allowed to raise a multiple customer fault, even though it clearly was. My major gripe at the time was that it was at about 1am in the morning and I urgently needed my work VPN working for the morning. Waiting until 9am, when others started noticing the problem to get the issue raised was a completely unsatisfactory outcome in my opinion.

As it happens, service returned within about an hour so think the outage might have been planned, bringing me back to sub standard communication. Don't start me off on the IVR system either!

As far as I'm concerned the automated fault raising should be there as a safety net only, if an agent diagnoses a multiple user affecting issue then that should be escalated immediately. At least that's what I used to do.

Tonydtiger · 04-10-2015, 20:04

Guys, sorry if this has been asked, but wasn't it meant to be a double speed upgrade or have I been imagining it???

SnoopZ · 04-10-2015, 20:05

Quote:

Originally Posted by Tonydtiger

Guys, sorry if this has been asked, but wasn't it meant to be a double speed upgrade or have I been imagining it???

That is what forums had been reporting, but VM never said that, so it is 70,150 and 200.

spiderplant · 04-10-2015, 20:11

Quote:

Originally Posted by General Maximus

In defence of the dude above though, I am pretty sure 1st line can't raise an issue with networks directly even if they can see 95% of the modems are offline as you stated.

1st Line can't see if other modems are offline, so for them to know this, a fault ticket must have already been raised. In this case, they should have just logged the fault against the open ticket.

However, I am mindful that we only have one side of the story. Perhaps there was some other reason that the agent believed a technician was required, despite the open outage.

morrk · 04-10-2015, 20:25

There was no open fault, I called within 5 minutes of the modem erroring at about 1am. It was also affecting a very small number of people, 29 devices if I recall correctly but virtually all were offline. Maybe he wasn't a level 1, just an idea.

morrk · 05-10-2015, 12:00

Spoke with retentions just now, 200Mb all sorted.

Foo Fighter · 05-10-2015, 19:20

I think I broke the upgrade option on my virgin media. I upgraded to 200mb via it then a day or 2 after it activated I didn't really need so downgraded to 100mb and the option to upgrade on my virgin media appeared again to go to 150. I ordered this 2 days ago and the speed didn't change but today it cut me off and the configuration page is saying access denied

Customer service can't seem to activate it again either so gotta wait for a tech.

Mr K · 05-10-2015, 19:57

Quote:

Originally Posted by Foo Fighter

I think I broke the upgrade option on my virgin media. I upgraded to 200mb via it then a day or 2 after it activated I didn't really need so downgraded to 100mb and the option to upgrade on my virgin media appeared again to go to 150. I ordered this 2 days ago and the speed didn't change but today it cut me off and the configuration page is saying access denied

Customer service can't seem to activate it again either so gotta wait for a tech.

Think you need to make your mind up what speed you want, because you've confused me (as well as VM....).

jb66 · 05-10-2015, 20:03

I had one today when I done the upgrade the modem didn't lock back on, Everytime I pressed hit on the PDA it said hit failed, had to end up swapping the hub to get a new MAC

Foo Fighter · 05-10-2015, 20:59

Quote:

Originally Posted by Mr K

Think you need to make your mind up what speed you want, because you've confused me (as well as VM....).

I had 152mb but wanted to downgrade to 150mb and to pocket the £90 in savings over the year.

The modern is showing t6 time outs and "REG RSP not received" it looks like it's going round in circles and losing sync.

johnholmes · 09-10-2015, 18:30

I asked this earlier, but I think I might have been given the wrong answer.

I am currently on 100 Mb using a Superhub 1. When I get the upgrade to 150 Mb (currently shown as November) will I get sent a Superhub 2 or 2ac?

I was told earlier on this forum that I don't need a Superhub 2, but a mate that has just had the increase from 100 to 150 got sent a Superhub 2. So will I get one also? Or does this vary by area or something?

Many thanks.

jb66 · 09-10-2015, 18:34

Quote:

Originally Posted by johnholmes

I asked this earlier, but I think I might have been given the wrong answer.

I am currently on 100 Mb using a Superhub 1. When I get the upgrade to 150 Mb (currently shown as November) will I get sent a Superhub 2 or 2ac?

I was told earlier on this forum that I don't need a Superhub 2, but a mate that has just had the increase from 100 to 150 got sent a Superhub 2. So will I get one also? Or does this vary by area or something?

Many thanks.

You might just keep the superhub 1

General Maximus · 09-10-2015, 18:49

yeah, I got a shub2 for 150mbits (they insisted) but I think they have changed their mind again and it is only mandatory for 200mbits atm. Shub1 is perfectly fine for a wired connection but it is the wireless they are worried about.

Hans Gruber · 09-10-2015, 18:58

I had a SH2 (non-AC) installed the other day for the 150mbit upgrade