Quote:
Originally Posted by tomo
If they do go ahead with the free number, I would support the idea of a 2nd "premium" number, maybe billed at 10p/min or 25p/min, where calls are put at the top of the queue, and possibly directed senior or more knowledgable staff. I would much rather pay some money and get a good prompt service, rather than spend 30mins in a queue and not get a effective service or an answer to my problem at the end of it.
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Methinks you've got the germ of an excellent idea there, tomo.
How about a free call to the offshore support (that you've found excellent) and 10p/minute to a (guaranteed) UK support centre who won't put you through the "turn it off and on again" routine but will expect you to have done the basic tests* yourself?
Or, of course, people could use the Tech Support
newsgroup instead...
* These are the basic tests TS are likely to request to assist any investigation (lifted from Annie's excellent
Broadband FAQ):
* Your netstat -a (see Q05 )
* Your total download speed from 4 simultaneous file downloads (as outlined in Q02)
* Ping to www.bbc.co.uk (see Q06)
* Two trace routes to www.bbc.co.uk (see Q06)
* Your modem logs and signal levels (see Q07)
* And a good description of your exact issue
* Your alias - The part of your email address before the @ symbol, this is so support can identify your account details on their system. ie. if your email is fredbloggs@blueyonder.co.uk or fredbloggs@ntlworld.com then fredbloggs is what is required