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Belson8r · 30-12-2006, 15:25

I've noticed quite a few posts on this site regarding inside information, i'll tell you a couple of stories firstly to do with BB support for TW. Whilst working with them, customer calls came through one @ a time, if whilst on the call an employee couldnt be bothered, they'd either stick you on hold, press the mute button and talk to there colleagues next to them complaining and takin' the micky out the customer. Telewest runs off a similar script like AOL, NTL, TISCALI, except that TW use a thing called a knowledge base on there local intranet. When a cust phones through, we would always listen to what the customer has to say regarding there problem, ask for details etc...after then we would ask what lights were on the modem, Telewest having used Motorola Surfboard modems and Scientific Atlanta Cable Modems. Usually the way the script worked was the following:
**ALL MOTOROLA MODEMS**
Power Light On/Off - Fine/power supply fault to the modem(book tech)
Send Light On/Off(flashing) - Upstream Locked/no upstream lock,try reset modem via the modem config pages,check local ubr for problems,book tech.
Recieve Light On/Off(flashing)- Downstream Locked/no downstream lock,reset modem,check fav' frequency 331'000'000hz,check ubr problems,book tech.
Online Light On/Off(flashing) - Registered on the Network/check cust services are enabled,send balance hit or line runner hit.
**S.A MODEMS**
Same sort of script again, if the cable light was solid, then there were no problems with the modem itself or the line, usually something to do with the customers operating system, i.e 169 ip or 192 ip(router connected) or reading an ip off some other networking device.
There are so many things i could go on about, but i will spill one dAY :-)

30-12-2006, 15:25	#1
Belson8r Inactive Join Date: Dec 2006 Location: Scotland Services: 50MB BBI, V+OldSkool (RF OUT2!), V+SamDUNG!,CISCO DISCO, TELEPHONE & SECRET EXTRAS mu ha ha Posts: 11	Ntl Insider Info I've noticed quite a few posts on this site regarding inside information, i'll tell you a couple of stories firstly to do with BB support for TW. Whilst working with them, customer calls came through one @ a time, if whilst on the call an employee couldnt be bothered, they'd either stick you on hold, press the mute button and talk to there colleagues next to them complaining and takin' the micky out the customer. Telewest runs off a similar script like AOL, NTL, TISCALI, except that TW use a thing called a knowledge base on there local intranet. When a cust phones through, we would always listen to what the customer has to say regarding there problem, ask for details etc...after then we would ask what lights were on the modem, Telewest having used Motorola Surfboard modems and Scientific Atlanta Cable Modems. Usually the way the script worked was the following: ALL MOTOROLA MODEMS Power Light On/Off - Fine/power supply fault to the modem(book tech) Send Light On/Off(flashing) - Upstream Locked/no upstream lock,try reset modem via the modem config pages,check local ubr for problems,book tech. Recieve Light On/Off(flashing)- Downstream Locked/no downstream lock,reset modem,check fav' frequency 331'000'000hz,check ubr problems,book tech. Online Light On/Off(flashing) - Registered on the Network/check cust services are enabled,send balance hit or line runner hit. S.A MODEMS Same sort of script again, if the cable light was solid, then there were no problems with the modem itself or the line, usually something to do with the customers operating system, i.e 169 ip or 192 ip(router connected) or reading an ip off some other networking device. There are so many things i could go on about, but i will spill one dAY :-)