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andygrif · 26-02-2004, 14:21

Someone hit on the point that these guys are call front line support. This is fine but there doesn't appear any structured 2nd line support.

By that, I'm getting used to the fact that no matter which company I call with a technical issue these days, I have to be taken through the same script that the little old lady down the street gets too. That's fine, it's a waste of my time and theirs, but it's fine because they don't know what my level of knowledge is.

But most companies, when you have exhausted the list in script one, pass you through to someone who has expert knowledge and can operate independently of what's printed on the screen for him to read.

Now ntl do have these people, but getting through to them is a blinking nightmare. The script is written in such a way (either that or the people on the front line adlib) so that it must be your computer that's at fault, or the UPS as mentioned earlier, or a martain aircraft on your roof....anything except their problem.

I do try to avoid calling BB TS if I can, becuase I have no intention of having a heart attack from the stress they cause me based on the times when I have called in the past.

The last three times I had to call:

1. Network was not connecting to anything, but all lights were. 85 minute call queue. Response, no network problem, was my firewall. I disabled the firewall, they said it wasn't good enough becuase even if the firewall was switched off, then it was still active. Was told there was nothing they could do unless I uninstalled my firewall.

Actual problem....there was a problem at the Luton UBR.

2. Overall reporting that browsing was always sluggish in evenings. Was advised to call local faults department as there was nothing they could do in Swansea, the problem was an oversub'd UBR. Called Luton faults, they said I should not have called them, and before I could say another word, was put back in the 55min call queue to Swansea. Gave up.

3. Another attempt at reporting overall sluggishness. Was asked if I had installled any software lately. Said that this was an overall problem, not a single incident. Was asked if I had installed any software lately (!) said no, only the latest Windows updates. Ahh, said the TS. That's the problem. Could I uninstall it...but it's a major security update I said. Oh only temporarily he said....but if this is the problem, then it will be sluggish again, what will you do then I asked...er, came the reply, don't know yet.

Said I wasn't going to uninstall it, could I speak to someone else. They will tell you the same I have, he said. I don't care, I said, let me speak to them too please. Spoke to someone else, checked the settings, made a few changes, told me about the proxies, worked fine.

They do need to look at the script, but also some of the people working down there (I haven't called for about six months, maybe it's a bit better these days I don't know).

I do wonder what the criteria is for someone working in TS:

Q1. Have you ever used a computer?
A1. Yes.

Congratulations! When can you start?

26-02-2004, 14:21	#6
andygrif Inactive Join Date: Jul 2003 Posts: 2,820	Re: Ntl Tech Support Someone hit on the point that these guys are call front line support. This is fine but there doesn't appear any structured 2nd line support. By that, I'm getting used to the fact that no matter which company I call with a technical issue these days, I have to be taken through the same script that the little old lady down the street gets too. That's fine, it's a waste of my time and theirs, but it's fine because they don't know what my level of knowledge is. But most companies, when you have exhausted the list in script one, pass you through to someone who has expert knowledge and can operate independently of what's printed on the screen for him to read. Now ntl do have these people, but getting through to them is a blinking nightmare. The script is written in such a way (either that or the people on the front line adlib) so that it must be your computer that's at fault, or the UPS as mentioned earlier, or a martain aircraft on your roof....anything except their problem. I do try to avoid calling BB TS if I can, becuase I have no intention of having a heart attack from the stress they cause me based on the times when I have called in the past. The last three times I had to call: 1. Network was not connecting to anything, but all lights were. 85 minute call queue. Response, no network problem, was my firewall. I disabled the firewall, they said it wasn't good enough becuase even if the firewall was switched off, then it was still active. Was told there was nothing they could do unless I uninstalled my firewall. Actual problem....there was a problem at the Luton UBR. 2. Overall reporting that browsing was always sluggish in evenings. Was advised to call local faults department as there was nothing they could do in Swansea, the problem was an oversub'd UBR. Called Luton faults, they said I should not have called them, and before I could say another word, was put back in the 55min call queue to Swansea. Gave up. 3. Another attempt at reporting overall sluggishness. Was asked if I had installled any software lately. Said that this was an overall problem, not a single incident. Was asked if I had installed any software lately (!) said no, only the latest Windows updates. Ahh, said the TS. That's the problem. Could I uninstall it...but it's a major security update I said. Oh only temporarily he said....but if this is the problem, then it will be sluggish again, what will you do then I asked...er, came the reply, don't know yet. Said I wasn't going to uninstall it, could I speak to someone else. They will tell you the same I have, he said. I don't care, I said, let me speak to them too please. Spoke to someone else, checked the settings, made a few changes, told me about the proxies, worked fine. They do need to look at the script, but also some of the people working down there (I haven't called for about six months, maybe it's a bit better these days I don't know). I do wonder what the criteria is for someone working in TS: Q1. Have you ever used a computer? A1. Yes. Congratulations! When can you start?