Quote:
Originally Posted by spiderplant
I think they were aware that one link was down but didn't realise it was customer-affecting.
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That's slightly concerning! Link down, "no bother lads, we've got another one".
The fact that it took us, end-users, using monitoring tools to identify and confirm that there was an issue is not great, as I said earlier if you weren't around then I dread to think how long this could have rolled on for.
This is especially true when the frontline support will invariably run some diagnostics, possibly put our routers back into routed mode before declaring that an engineer needs to be sent out.
As I've said multiple times, business users desperately need an online support forum where there are actually people who are technically switched on so that when issues occur we can get them fixed. I t just seems very strange that residential users have a support forum (with techs who actually know that many issues don't involve resetting the hub or sending out an engineer).
Anybody who's lost the will to live speaking to technical support will probably feel the same.