My BB speed just dropped to 8% of what it should be, so I went to the service status page. The page simply tests the equipment and bye bye.... no information, no interaction nothing, it's like we're being ignored. All I want to do is tell VM what my problem is. One of the biggest complaints I see from VM customers is waiting time in the phone queue. That causes the minor irritation of a service problem to become a major frustration.
All customers want is to report the problem. On the page that tests our (VM's) equipment, why can we not have a set of tick boxes to specify the problem. And a box to write any unspecified problems.
I'd be very happy to tick a "Speed problem" box and check tomorrow if it had been fixed or whether it had been flagged as a fault in my area... but being asked to phone 150 on a Sunday afternoon to try to get through to an over burdened call centre is not going to make me happy waiting, especially as I only want to pass on a little information that could be done in the most obvious, easiest and least frustrating way.... online.... which is where I go to report problems in the first place.
Anyway, the problem in my area has been flagged as a TV problem with streaming... I'm assuming the streaming problem is due to reduced speed. I don't watch TV, I game so maybe I noticed sooner than TV users.
Service problems are just a fact of life, it's impossible to be 100% perfect 100% of the time. VM does a great job of reliability in my region and if they didn't keep raising prices 3 times each year I'd love them not just like them 😉
But if they could just simplify fault reporting, they'd have less irate customers and less stressed customer support staff 🙂