on 26-08-2021 14:43
Hi I’m currently in an argument with VM just now. I’m being told If I change my hub 4 to modem mode VM won’t support my connection as I’m using third party devices. I don’t see what the issue is when using modem mode. I shouldn’t be forced to use your Wi-Fi and dhcp etc. So because of this im not getting any support, passed to countless amount of staff members etc… any advice ? Other than using router mode please
on 26-08-2021 16:59
i will say again - you are wasting your time talking to the bulk of the 'advisers' that man the phones for VM - keep ringing them and you will be old before your time or bald - post the full info/questions here and you will get help
you could start with posting the hub levels
log into hub3 - 192.168.0.1 [or 192.168.100.1 if in modem mode] - DON'T SIGN IN, click - click router status [centre of screen] - and post the downstream and upstream figures - to see those press on the grey buttons/boxes labelled - upstream - downstream
if its an earlier hub button is top right
on 26-08-2021 19:28
@bazcb87 wrote:Snip…
They don’t want to listen to someone else. Even when I try to explain my background 🤣
The thing you need to remember is that when you call VM customer services, you really aren’t talking to anyone who has the least technical knowledge, and , to be honest that’s fair enough because that’s how VM or, possibly their parent company and owner, Liberty Global, have decided to run things, they are third party call centre workers employed on whatever passes for minimum wage in India or the Philippines and with less practical experience or knowledge of the hardware than my cat has!
Indeed often they aren’t even dedicated to a particular client so the person you speak to regarding an internet issue could well be answering a washing machine problem for Indesit on their next call They simply go through a set of questions presented to them on a screen and the instant you give an answer which doesn’t match what they have in front of them, then the wheels promptly off the wagon and the staff are incentivised to lie make up an answer, which gets you off the phone so that can chalk up another closed call - which helps the metrics and hence profit for the company running the scam call centre.
Cynical? Me? Surely not!
on 29-08-2021 15:18
Hi bazcb87, thanks for your post.
Sorry to hear about the issues you've had with your connection - and any problems you've had when getting in touch about it too.
As requested above it would be helpful if you upload your hub logs/specs so we can check for any issues there. I wasn't able to look into this using your forum details alone on this occasion, but if you get back to me via PM I'd be happy to take a closer look into this for you.
Tom
on 29-08-2021 16:42
Hi Tom thanks, my issue has all ready been escalated to the field team, I’ve been in contact with out local field team manager.
however I am still experiencing issues after having an engineer at my property for a few hours. Currently looks like in my opinion an network issue with VM as we are experiencing high packet lose, high ping and lose of service briefly. There is a few posts on here with the same issue.
on 29-08-2021 18:58
@jem101 wrote: that’s how VM or, possibly their parent company and owner, Liberty Global, have decided to run things, they are third party call centre workers employed on whatever passes for minimum wage in India or the Philippines and with less practical experience or knowledge of the hardware than my cat has! Indeed often they aren’t even dedicated to a particular client so the person you speak to regarding an internet issue could well be answering a washing machine problem for Indesit on their next callCynical? Me? Surely not!
I've not tried them, but Indesit customer service gets a very good write up on Trustpilot, so the company might be very unhappy with you for implying that Indesit use the same "armpit of the world" call centres as Virgin Media.
on 31-08-2021 19:33
Hi @bazcb87,
Thank you for coming back to us and for keeping us updated on your situation.
How has your connection been since your last post? Have you been in touch with the team further about this issue? If so, what was advised?
Thank you,