Quote:
Originally Posted by Tim Deegan
I didn't say there was.
On many occasions over the years I have been told that there is no fault in my area. So I have then had to wait in for an engineer (because tech support said it must be a problem with my modem), only to be told by the engineer that it is a problem with the network in my area.
All I am saying is that there should be a system to log faults that are grouped in areas. So that if lets say I am the third person in my area to report a problem, then the operator could tell me that there have been other reports, and it will therefore be investigated.
Instead I had someone in an overseas call centre telling me: - They can't help me because I pay extra to get the 100mb service
- There isn't a fault in my area
- An engineer will have to come out in 4 days, so I'll have to wait in
|
This already happens, we have a Outage Surveillance Team that look for things like that all day/night. The problem comes when only 1 or 2 people report a fault, as is likely with 100mb.
1st line can check if there are SNR/FEC or utilisation problems with your CMTS/Cable and escalate to that team too.
Other times the customer is adamant that they have a single user issue and 1st line will leave notes to that effect, so no further action is taken until the service engineer visits.