Superhub customer service nightmare - Page 6

Peter_ · 14-02-2011, 05:10

Quote:

Originally Posted by Gavin78

Ah right well thats something I didn't know, which is what I assumed you would be able to do.

It is also a reason why the majority of members are unable to contact us via PM because we have had unsolicited ones with account detail included that we cannot deal with so better to have PM off.

robgosty · 14-02-2011, 09:28

Quote:

Originally Posted by Masque

One thing to remember is most people only come on forums if they have an issue and the vast majority do not and if they do they ring in to support for help and we are not having a massive influx of hub faults otherwise we would be updated over them.

I have had a Superhub since Friday and I am running my own Edimax router through it by disabling DHCP on the router and the signal as good as before.

If we reported any issues from here we would be told to ask you to call in or use the community forum.

We can only offer advice and general help on here as we are unable to use any account details from members in order to check out your connection because of the Data Protection Act which a lot of people think we can ignore.

I can appreciate you giving your own time to post, but in view of all the posts concerning it, how can you possibly say there are no issues with SH,
People post on here for advice as they have already gone through the laughable procedure that is called customer service, and post here hoping to get some help.
I for one was quite happy to revert to my 20 meg after hours spent on the phone talking to people who clearly had no knowledge of the product they are supposed to be supporting

http://www.cableforum.co.uk/board/12...rade-woes.html

Peter_ · 14-02-2011, 09:33

Quote:

Originally Posted by robgosty

I can appreciate you giving your own time to post, but in view of all the posts concerning it, how can you possibly say there are no issues with SH,
People post on here for advice as they have already gone through the laughable procedure that is called customer service, and post here hoping to get some help.
I for one was quite happy to revert to my 20 meg after hours spent on the phone talking to people who clearly had no knowledge of the product they are supposed to be supporting

http://www.cableforum.co.uk/board/12...rade-woes.html

I have the Superhub and it is fine and I am using my own Edimax router without any issue.

If the were a major issue then we would be inundated with calls about the hubs.

Chrysalis · 14-02-2011, 10:09

Masque according to VM people I spoke to they say they are inundated with calls.

including CEO office, as he got very curious when I told him about my 4 hour outage.

Peter_ · 14-02-2011, 10:36

Quote:

Originally Posted by Chrysalis

Masque according to VM people I spoke to they say they are inundated with calls.

including CEO office, as he got very curious when I told him about my 4 hour outage.

We are not having many calls here then so no idea where that information is from, any issues would be mailed out to all support staff.

Chrysalis · 14-02-2011, 10:43

Granted my outage seemeed to be down to upgrade work, I still have the questionable superhub failing to boot multiple times with blue lights. The info came from 2 calls to VM, one on the 0800 activation number with the guy telling me even his own superhub got swapped out and other to ceo office.

Peter_ · 14-02-2011, 10:44

Quote:

Originally Posted by Chrysalis

Granted my outage seemeed to be down to upgrade work, I still have the questionable superhub failing to boot multiple times with blue lights. The info came from 2 calls to VM, one on the 0800 activation number with the guy telling me even his own superhub got swapped out and other to ceo office.

Well up to now my hub is working fine with my Edimax router.

Chrysalis · 14-02-2011, 10:47

Well obviously many do work fine I didnt say they all failing

Fspiders · 14-02-2011, 10:48

Could it be that were on later models Masque? Got mine same day as you and the hub is brilliant.. I can connect wireless to my lappy in the back garden while the hub is upstairs at the front of the house quiet a long distance away. No drop outs and full speed using the 5ghz option.

I'm totally impressed with it. Can't fault it in any way at all.

Perfect Choice · 14-02-2011, 10:52

Mine is also working fine, just have a high download power issue to address with faults which is not down to the hub, so otherwise a good piece of kit, with improved wireless performance as well for me.

Peter_ · 14-02-2011, 10:52

Quote:

Originally Posted by Chrysalis

Well obviously many do work fine I didnt say they all failing

I know that as we would have calls coming out of our ears.

alwaysabear · 14-02-2011, 14:08

Quote:

Originally Posted by Chrysalis

Masque according to VM people I spoke to they say they are inundated with calls.

including CEO office, as he got very curious when I told him about my 4 hour outage.

Agreed you only have to look on VM help and support forum some people have been waiting for 4 days for a reply after posting a problem.

Nopanic · 14-02-2011, 17:25

Quote:

Originally Posted by Fspiders

Could it be that were on later models Masque? Got mine same day as you and the hub is brilliant.. I can connect wireless to my lappy in the back garden while the hub is upstairs at the front of the house quiet a long distance away. No drop outs and full speed using the 5ghz option.

I'm totally impressed with it. Can't fault it in any way at all.

I have the first model, with the 3046 MAC and its perfect ..

I guess it all about numbers, even if you count up the amount of people posting on forums, you're still only a tiny amount of the overall SH's sent out ..