So i am sure some of you know, or may have experienced first hand that virgin media do not give the best customer support.
I thought i would share this little experience with you that i had tonight...
I was at my grandparents like normal on a sunday and they've had one of those crappy virgin media superhubs for about 6 months now and the wireless signal hasn't been too great for them, like literally you would walk 5 meters away and it would just drop to poor strength so my grandfather (who is not computer illiterate) was getting a bit fed up with it as he couldn't enjoy his new msi laptop across the other side of the house.
He decided to contact support tonight as i was there, and before we did i went through all the basic steps, you know, checking for interference, changing the wireless channel, changing the frequency to 5Ghz (made it worse) blah blah, as i have all the training and stuff and i do it for a living.
So after 30mins of being on hold (having been cut off once) we got through to someone, like in india or something whos name i could not pronounce so for this rant i shall call him adam. My grandad was on the phone for the first hour, basically told the guy all the steps we had tried, but as usual he was insistent he went through all the steps on his little sheet. After he had tried his initial things (he had done half of the things i had done) he decided to tell us to plug in via ethernet and he started doing speed tests...which he didnt need to do because it WAS OVER A WIRED CONNECTION which was not the issue. Believe me he did a speed test about 5 times in the space of the hour, completely ignoring the things we where trying to tell him, eventually i had to kill the log me in session we had open because he was changing all sorts of settings, deleting temporary files, trying to mess with dhcp settings and internet options. He then moved on to the router and tried all the stuff i tried, ignoring us one again, it got to a point where he was even trying to change the SSID and the password, which would not have made a blind bit of difference. He had also disabled the wireless card for some odd reason.
Anyway the fun started when i got on the phone to him. I'm currently undergoing microsoft training (basically studying for the exams and stuff) so i told him i was MS trainined and i have tried all these steps, to which he responded, "sir please stop, you are interfering with my work let me try this test", and he had tried the same thing about 5 times with the same result. The funny part was, he asked me to unplug the network cable, of course i knew the wireless card was still disabled, so he lost his log me in session again, which he blamed me for because i was interfering. I told him that was a school boy error and I asked to be passed on to someone else to which he responded "im not allowed to transfer any calls" which is a pile of crap if you ask me. He then tried to use my own story, that he was microsoft trained an knew more than me, clearly he didnt as he had made things worse.
EVENTUALLY after half an hour of him screwing all sort of settings on the computer and the router i managed to get him to put me through to the supervisor. Here is how our conversation went:
All that took was 5 minutes, and now we have an engineer coming tomorrow to fix the issue.
I hate virgin media support, i have never had a good support call with them...
thanks for reading
(tl dr?)
I thought i would share this little experience with you that i had tonight...
I was at my grandparents like normal on a sunday and they've had one of those crappy virgin media superhubs for about 6 months now and the wireless signal hasn't been too great for them, like literally you would walk 5 meters away and it would just drop to poor strength so my grandfather (who is not computer illiterate) was getting a bit fed up with it as he couldn't enjoy his new msi laptop across the other side of the house.
He decided to contact support tonight as i was there, and before we did i went through all the basic steps, you know, checking for interference, changing the wireless channel, changing the frequency to 5Ghz (made it worse) blah blah, as i have all the training and stuff and i do it for a living.
So after 30mins of being on hold (having been cut off once) we got through to someone, like in india or something whos name i could not pronounce so for this rant i shall call him adam. My grandad was on the phone for the first hour, basically told the guy all the steps we had tried, but as usual he was insistent he went through all the steps on his little sheet. After he had tried his initial things (he had done half of the things i had done) he decided to tell us to plug in via ethernet and he started doing speed tests...which he didnt need to do because it WAS OVER A WIRED CONNECTION which was not the issue. Believe me he did a speed test about 5 times in the space of the hour, completely ignoring the things we where trying to tell him, eventually i had to kill the log me in session we had open because he was changing all sorts of settings, deleting temporary files, trying to mess with dhcp settings and internet options. He then moved on to the router and tried all the stuff i tried, ignoring us one again, it got to a point where he was even trying to change the SSID and the password, which would not have made a blind bit of difference. He had also disabled the wireless card for some odd reason.
Anyway the fun started when i got on the phone to him. I'm currently undergoing microsoft training (basically studying for the exams and stuff) so i told him i was MS trainined and i have tried all these steps, to which he responded, "sir please stop, you are interfering with my work let me try this test", and he had tried the same thing about 5 times with the same result. The funny part was, he asked me to unplug the network cable, of course i knew the wireless card was still disabled, so he lost his log me in session again, which he blamed me for because i was interfering. I told him that was a school boy error and I asked to be passed on to someone else to which he responded "im not allowed to transfer any calls" which is a pile of crap if you ask me. He then tried to use my own story, that he was microsoft trained an knew more than me, clearly he didnt as he had made things worse.
EVENTUALLY after half an hour of him screwing all sort of settings on the computer and the router i managed to get him to put me through to the supervisor. Here is how our conversation went:
He asked me what i had already tried, so i told him. He told me that what i have done makes sense, and that he had noticed the power levels are a bit too high in the cable box on the side of the house, and an engineer would need to come out and take a look at it, and that the engineer would also take a look to see if there is a fault in the router.
All that took was 5 minutes, and now we have an engineer coming tomorrow to fix the issue.
I hate virgin media support, i have never had a good support call with them...
thanks for reading
(tl dr?)
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) so after a half hour wait on the phone, eventually got through, did some silly test then for free just said they would send us a super hub. 
.
