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dnpark38
Knows their stuff
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Message 1 of 72
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As this Forum changed recently?

Over the past few days this forum seems to have changed, have I missed something?


"VM 50 Mps Broadband and anytime phone."
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Dave_cq
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Message 2 of 72
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Re: As this Forum changed recently?

Changed in what way.  The only change I am aware of is the change of location of Forum Team members away from Wales to England.

 

 

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chenks
Wise owl
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Message 3 of 72
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Re: As this Forum changed recently?


@dnpark38 wrote:

Over the past few days this forum seems to have changed, have I missed something?


can't see any changes here.

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dnpark38
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Message 4 of 72
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Re: As this Forum changed recently?


@Dave_cq wrote:

Changed in what way.  The only change I am aware of is the change of location of Forum Team members away from Wales to England.

 

 


That might be it then and different personnel as well.

Type of questions seem a bit different too more upset and aggressive maybe.


"VM 50 Mps Broadband and anytime phone."
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jpeg1
Trouble shooter
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Message 5 of 72
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Re: As this Forum changed recently?

Looks the same to me.

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griffin
Alessandro Volta
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Message 6 of 72
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Re: As this Forum changed recently?

Yes, I think it has changed quite significantly, and not in a good way.

The new Forum Team answer posts quite differently, encouraging posters to use Live Chat and the dreadful outsourced CS Call Center.

There are a quite a few Staff replies with a standard "Have things improved since your last post" which sounds like a forlorn hope that the fault has been magically fixed. whilst he Swansea Team would have used their diagnostic tools to check the poster's connection to the CMTS and advised accordingly.

There are also replies asking if the poster has called in about their problem, whilst the Swansea Team would have checked the poster's account notes to see if they have called in and what was said.

There is very little technical info given out now and I have yet to see a " I have checked the FECs on your connection and there is a SNR fault ref Fxxxxxx or we are sending a tech out" type post.

It looks like the new team have not got any access to any diagnostic tools or the poster's account and are just winging it.

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dnpark38
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Message 7 of 72
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Re: As this Forum changed recently?

Thanks for all responses.

I've got it now thanks.

Yes last place the customer with a problem wants is to be backto  the overseas call centre where their nightmare began and they come here as a result.

 


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cje85
Problem sorter
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Message 8 of 72
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Re: As this Forum changed recently?

The new team definitely aren't as good and often seem to answer a question with a lot more questions "How are things now? Have you called in about this? If so what did we advise?" etc. It seems like they don't have access to connection/account info.

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jpeg1
Trouble shooter
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Message 9 of 72
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Re: As this Forum changed recently?

I get what you mean now - yes. Thought you meant the physical layout.

The responses from staff have certainly changed, and not in a good way.

I wonder what would happen if all the volunteer helpers went quiet for a couple of weeks?

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Dave_cq
Community elder
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Message 10 of 72
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Re: As this Forum changed recently?

At least we seem to have fewer of those appalling Americanisms such as ... 'It would be totally awesome if you would reply to my PM' ... and similar cringe-worthy BS.

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

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