Quote:
Originally Posted by Digital Fanatic
The 2nd line teams are also dealing with a lot of other stuff, the forum is a small part of that. They will look in as often as they can, but anyone with an urgent fault should call 151.
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The question is why arent full time staff allocated to the forum? An earlier post in this thread from me suggested VM are deliberatly slow (using poor resources) to encourage people to phone as its evident they dont like doing online support. Something wrong with a company people urging to phone them knowing they got poor offshore support.
---------- Post added at 19:13 ---------- Previous post was at 19:12 ----------
Quote:
Originally Posted by Ignitionnet
It's a rather quicker job to write 'Your power levels look a bit high' , 'Looks like congestion' or whatever than to get the account details, go to Blue Tools / Cardie / Badger, maybe log onto the CMTS itself, perform diagnostics, maybe raise a new Remedy ticket and escalate to networks, maybe check engineer availability, PM the customer to inform of available slots and write in thread that a PM is waiting for them.
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All that in all honesty unless VM have bad internal system probably takes about 5 minutes. given people on the phone can do that fairly quickly as well. You could have just said its because staff are only allocated a small time each day to check forum queries.