Quote:
|
Originally Posted by willo
This was the 1st solution offered after a reboot. I used to do tech support everyday and employ people to do so now. If my staff offered that solution straight out of the traps they'd be called goons.
|
I agree on that one, i'd probably try and back the tech into a corner to explain his actions and methodology behing doing so, putting the tech on the spot. System restore is a very good tool but is not a "fix", its a resoloution to a fault that cannot be fixed by the tech for whatever reason but may avoid reoccurance of the fault (if it works). Basically, instead of turning the customer away without resolution system restore gives them hope and if it works then the customer will have the impression that ntl fixed their computer.
Quote:
|
Originally Posted by willo
This is obviously an issue bigger than just me, perhaps the staff at the call centre should consider this too. I had only phoned to enquire if there was a current known issue then was drawn into a reboot, check IP again, sorry sir it's your computer it needs a full system restore. I made my excuses and left at that stage.
|
The problem is human nature - every organisation has bad staff, ntl obviously no exception. Because of the nature of the technology a tech has to do a degree of leg work to find where the problem lies - on the customers pc, on the network or with ntl's device. The tech you spoke to obviously couldn't be bothered to tech you fault, blaming the pc is the easy way out and obviously works - you ended the call.
I dont know anything about stb so i'm not sure what (if any) ip address the box will give the device connected to it. I'm also not sure is the cmts records connectivity information for the stb.
What happens when you try and renew the 169 ip address?
You obviously havn't been able to give us all the information you can or a transcript of the call (not a critisim) so its difficult to judge if the tech was actually a mastermind or just lazy. Some 169 ip addresses will identify a fault with the pc.
Quote:
|
Originally Posted by willo
spiky ain't ya? Bad day on the phone?  |
Don't work for ntl. However i do work in a call centre and it instults me when people suggest that you (collectivly) work from a script and dont use initiative or their own brains. I know for a fact that ntl dont give out scripts and most of the stuff they know is from experience rather than taught.
Most techs will give a satisfactory level of support i would identify this as identifying the cause of the fault as closely as possible or try and supply enough evidence as possible to prove that ntl's device is not at fault. Allways get the name and extension number of the tech if you feel that you havn't received a satisfactory service.
Anyway, lets hope we can get to the bottom of your connection problems...