[Chrysalis]

Originally Posted by Kushan

I don't mind being open about it. I'm a very harsh critic of Virgin, especially since many of my friends are being made redundant after being given no pay rise for nearly a decade (As well as bunch of other crap Virgin threw at their outsourced employees), however I will give them credit where it's due and there was definitely a lot of work being done to utilisation tickets last year (That was separate from the upload speed increase, as areas got their utilisation sorted long before they got their upload increase, while other areas got their upload increased but were still highly utilised). I only say "last year" because I can't be sure if it's still ongoing or not, but there were definitely a lot more issues getting fixed than the previous year - properly fixed with new hardware, not just "resegmentation" which is the usual thing they do (i.e. rejigging people around onto different cables because the load balancing doesn't work very well - of course, a lot of the time this would just cause the utilisation to shift around, or only dip enough to mark it as resolved).

Of course, the ticket-closing thing does happen. It happens not just to utilisation tickets, but to SNR tickets, fault tickets - you name it. There's a particular department that has a fantastic habit of doing this to tickets because their bonus is affected by how quickly they get issues fixed. A new ticket means it's a "new" issue and they've got a whole new SLA to play with. It's hard to say if this is a fault with that department, or if it's a fault with how their bonus is calculated - after all, it's not really their fault if they can't get an engineer to a site quickly enough, or if they can't get the go-ahead to upgrade a cab.

seems that bonus system needs changing to if a fault reccours pay is deducted.