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Originally Posted by qasdfdsaq
Yes but a simple "If you are calling about the current service outage, we're aware of it already" would massively reduce the number of support staff required.
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Easily done, provided you can actually connect to the phone system rather than the NTS service Virgin use for their 150 and 08454541111 numbers.
If you had a few hundred thousand customers bombarding your support number for answers wouldn't you sweat a little? It's the reason most have automated menus on high-capacity servers to deal with that load, evidently this was just a little too much for the poor PBX to handle!
Quote:
Originally Posted by qasdfdsaq
And a lot of sites have a "backup" high volume, low complexity system for reporting major outages - e.g. reverting to a single line of text instead of failing completely.
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An alternative for the 503 Server Error if you will, like some sites' cute 404 errors. This'd be fine if their internet service hadn't degraded to the point that the error was worth a pretty page for.
Quote:
Originally Posted by qasdfdsaq
Having a contingency plan to deal with major outages is all part of being a major service provider.
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I'm not sure hardware failure comes under that list of first things to check. Evidently something big was up with their internet service when leased lines fail as well - it must have been a very major switch failure within their core network for customers to have still been connected at the UBRs but not routing the traffic, even the VOD failed and that's supposed to be internal.
Quote:
Originally Posted by qasdfdsaq
Actually I was getting a "Site too busy" response from Cable Forum most of the time while VM's own forums were slow, but functional.
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God bless Paul M's ability to build a stable forum to take the load of 5000+ angry cable customers wanting answers. This place is non-profit and survives on donations.
By the way - slow is better than "unavailable". At least if it's slow you can get somewhere.
