[Mauldor]

As with any big company - lack of communication is a big problem and here is me thinking computers would solve everything (lol). If you called up one dept and they entered what they did on the notes for your account (do they do that?) then when you call another person - they can continue where they left off - but often is the case nothing is entered at all.

Cable Modem Support is again down to lack of training and communication - quite often they shrug there shoulders and cannot help - if your cable modem line is down (lights cycles) then of course they cannot connect to your modem and check it out - they say we send a person out to check it - seems a watse to me when if they had more info of what is going on - they could tell you there doing a UBR Upgrade and it will be back later.

I draw this conclusion from working and dealing with various compainies. FIrst off the cuff is Sky - they do enter (at least for me) what they said and did so my problem (payments) was sorted very quicly no matter who i called.

next was One2One - worked there and they have a live map with what is up and what is down (transmitters) so they can diagnose a fault quickly if your connection is dead (mobiles of course).

The trick is this in any business - keep the customer informed as to what is going on and the reason for there problem and they can live with the fact the Net is down for a day - this is where computers / database come into play so that no matter who i deal with - it can be sorted and the company would benifit as people would be happier knowing why they cannot connect today or there email is not coming through for example.