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Originally Posted by ianathuth
The way that you talk you make it sound like network techs are not looking after the network through having to do the work of service techs. This makes me presume, rightly or wrongly, that service techs may be doing installations.
It could be that some network faults are treat as single customer faults through inadequate training of call centre staff and apathy amongst staff who know they are to be made redundant.
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I can certainly say network techs are not looking after the network in South Wales, some while ago orders came down the line to concentrate on customer service calls and ignore the network. I have heard many hilarious stories from old friends and collegues still working as network techs, one told me he was informed of a network fault affecting a couple of hundred customers but told not to attend the fault until he had cleared his days single customer service calls. He was on call so the large network fault had to wait a few hours until he had cleared his days calls.
Many of these silly situations are going on daily, network techs are getting 7-8 service calls a day so they have no time to look after the network. very often a network tech will be on service calls and has the ability to sort out the customers problem but has to leave it because its a network fault and anyway why should he care, he will only get his backside kicked for not completing the days service calls.
I was always uner the impression that Network maintenence people running around like chickens with their heads chopped off was a bad sign, if they are sat in the headend with their feet up everything is running smoothly.
Service techs were helping out with installs, I'm not sure 100% but thought this had stopped now in the local region. They were helping due to the large churn of customers that ntl was experiencing.