While I probably appreciate the frustration that's felt by many on here. I respectfully suggest that your remark is uncalled for there. I do think we need to give the new team time to settle in.
Back to the serious side.
Why do the new team need to "settle in"?
Before VM closed Swansea they should have had the replacement team in place, fully manned and trained, and given the same diagnostic tools as the Swansea Team had. VM had plenty of time to put this in place.
Without the ability to query customers' modem and CMTS and accounts the Forum Team are impotent, as they have not been given the tools to do the job properly.
It also looks like from Forum replies that the new team have had little or no technical training, I particularly liked the reply blaming a contention issue on noise on the circuit.
Whilst I do not blame any of the Forum Team individually as they are all trying to do a job to the best of their ability under difficult circumstances, but without the proper training and tools they are facing an uphill struggle and it will not improve until they are given the proper tools and training.
At the moment this Forum is rapidly becoming the Live Chat Referral forum.
I personally blame VM senior management who are throwing the new team to the wolves and Mr Mockridge should be given directions to his local Jobcentre Plus.for allowing this to happen.
FWIW I agree with you, it's frustrating, we've gone from excellence to whatever we have now. 😞 I'm really debating calling the BBC and suggesting that they might want to do a piece on one of the effects of closing down Swansea on Virgin Media's customers.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.