Quote:
Originally Posted by Belson8r
Telewest runs off a similar script like AOL, NTL, TISCALI, except that TW use a thing called a knowledge base on there local intranet.
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NTL also had a knowledge base, as Russ can tell you as he was tech support for ntl at Matrix. Aslo when I worked at Ntl (albeit in DTV/CATV/telco faults) There was no 'script'. There where a few defined processes for certain errors that worked but other than that we where armed with diagnosis tools to try find out if a fault required a tech or not.
I moved onto Freeserve after ntl and surprise surprise that had a knowledge base also. Most support centres will have.
