Superhub : Superhub 2

[Kushan]

I'm getting installed on Friday. If there's no SH2 on the Van, I won't be happy.

[horseman]

Originally Posted by Kushan

I'm getting installed on Friday. If there's no SH2 on the Van, I won't be happy.

So you'll refuse the install in the latter scenario?

[StevenNT]

Originally Posted by horseman

So you'll refuse the install in the latter scenario?

Well, if VM advertise on their website for all to see that you get the SH2 on the 60Mbps and 100Mbps tiers if you're a new customer then I think it's justified.

[jd001k0598]

Originally Posted by Kushan

I'm getting installed on Friday. If there's no SH2 on the Van, I won't be happy.

Please post and let us know how you get on. What have you got now?

If they turn up at my doorstep without the SHub 2, they won't be installing the original SHub!.

[Kushan]

Originally Posted by horseman

So you'll refuse the install in the latter scenario?

Maybe not refuse immediately, but I'll be straight on the blower to retentions to get a £50 credit and the thing sent out!

Originally Posted by jd001k0598

Please post and let us know how you get on. What have you got now?

If they turn up at my doorstep without the SHub 2, they won't be installing the original SHub!.

I'm a bit of a funny one. I've currently got the good ol' Ambit 300 but I'm moving house. To confuse matters more, I'm currently on a staff account but I'm no longer staff so I'm switching over to the Mate's Rates package at the new place.
The new house is getting a brand new install (The old equipment is staying at the old property for an extra week), so should be all new equipment. As it's the top tier with the Mates rates, it should be a SH2 + Tivo 500GB + second box.

[jd001k0598]

Originally Posted by Kushan

Maybe not refuse immediately, but I'll be straight on the blower to retentions to get a £50 credit and the thing sent out!



I'm a bit of a funny one. I've currently got the good ol' Ambit 300 but I'm moving house. To confuse matters more, I'm currently on a staff account but I'm no longer staff so I'm switching over to the Mate's Rates package at the new place.
The new house is getting a brand new install (The old equipment is staying at the old property for an extra week), so should be all new equipment. As it's the top tier with the Mates rates, it should be a SH2 + Tivo 500GB + second box.

So, in theory, you should get the SHub 2.

I should get the SHub 2, TiVo 1GB, 2 x TiVo 500MB & 1 HD Box. Let's hope they get it right!

[General Maximus]

Originally Posted by Kushan

I don't think he's being lied to, per se

of course he is. If the cusomter service agent knows VM has some sort of cool off period where the customer can leave without penalty why is he threatening the customer with a £300 charge. It isn't like he is being nice and using his discretion to encourage the customer to stay and giving them £10 off their monthly bill or something, he is intimidating them and should be sacked.

[jd001k0598]

Originally Posted by Kushan

I don't think he's being lied to, per se, I think the agents just have a lot of leeway in what they can get away with. There's no rule that states they can't just arbitrarily ask you to sign a new contract and different agents will do different things to get that. Most offer discounts on bills, other offer discounts on hardware and such.

Do they all have their own rules when speaking to customers?

The first person offered me the VIP package but I was told that I would have to pay 2 activation fees for the extra TiVo Boxes. (£49.95 each) but it would go onto my bill. I would get £100 credit on my bill which would cover this.

The second person said the same, but they would have to take a debit card payment from me there and then for the 2 TiVo Boxes

The third person, after speaking to her manager, gave me the extra 2 TiVo boxes for free, so I agreed plus I still get the £100 credit on my bill.

[Kushan]

Originally Posted by General Maximus

of course he is. If the cusomter service agent knows VM has some sort of cool off period where the customer can leave without penalty why is he threatening the customer with a £300 charge. It isn't like he is being nice and using his discretion to encourage the customer to stay and giving them £10 off their monthly bill or something, he is intimidating them and should be sacked.

Yeah sorry, we're talking about two different things here, I haven't made that clear. I'm specifically talking about charging £25 for a SH2 and putting him on a 12 month contract, not the cooling-off thing (which is completely incorrect).

---------- Post added at 10:57 ---------- Previous post was at 10:49 ----------

Originally Posted by jd001k0598

Do they all have their own rules when speaking to customers?

The first person offered me the VIP package but I was told that I would have to pay 2 activation fees for the extra TiVo Boxes. (£49.95 each) but it would go onto my bill. I would get £100 credit on my bill which would cover this.

The second person said the same, but they would have to take a debit card payment from me there and then for the 2 TiVo Boxes

The third person, after speaking to her manager, gave me the extra 2 TiVo boxes for free, so I agreed plus I still get the £100 credit on my bill.

It's not that there's different "rules", just that there's not set way to do some things on the system. Apart from the last point (spoken to their manager), the other two methods are basically the same result in the end, just put through the system differently. Each agent will have their own preferred way of doing things. The very last point shows that there's probably no way for the agents to directly give out free boxes without a manager's approval but they are allowed to credit bills so it's a bit of a workaround.

I've never worked in retentions though, so I'm just guessing here for a lot of that.

[Sephiroth]

Originally Posted by Kushan

Yeah sorry, we're talking about two different things here, I haven't made that clear. I'm specifically talking about charging £25 for a SH2 and putting him on a 12 month contract, not the cooling-off thing (which is completely incorrect).

---------- Post added at 10:57 ---------- Previous post was at 10:49 ----------



It's not that there's different "rules", just that there's not set way to do some things on the system. Apart from the last point (spoken to their manager), the other two methods are basically the same result in the end, just put through the system differently. Each agent will have their own preferred way of doing things. The very last point shows that there's probably no way for the agents to directly give out free boxes without a manager's approval but they are allowed to credit bills so it's a bit of a workaround.

I've never worked in retentions though, so I'm just guessing here for a lot of that.

I'll simplify that for everyone.

It's a disgusting shambles.

[Pudders]

Hi all,

Sorry if been asked before but is the 2.4ghz wifi range on the SHUB2 better than the SHUB1? I use 2.4ghz as a couple of my devices aren't compatible over 5ghz.

Cheers

PS Anyone managed to get one for free?

[SnoopZ]

Yes it is far superior to the SH1 in 2.4ghz and 5ghz modes and you can use them both at the same time using different SSIDs so you can decide which device uses which.

[Pudders]

Originally Posted by SnoopZ

Yes it is far superior to the SH1 in 2.4ghz and 5ghz modes and you can use them both at the same time using different SSIDs so you can decide which device uses which.

Liking that idea... I think the 360 slim is the only thing that uses 2.4 ... not sure on the apple devices. Will have to check.

Just rang em up and managed to get it for £25 as long time customer. Happy days

[Harryn9000]

i got it for 20 quid it well better but my faulty so hopefully tomoz my new one works

[Chrysalis]

my wireless (2,4ghz) seems an anomoly.

its mega cramped but the speeds I achieve on it are higher than what I read from others.

Its fast enough that I cant justify buying a 5ghz router as anything on my lan where performance is paramount I just connect an ethernet cable.