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Ignition · 12-02-2006, 14:40

LOL

It does beg belief when they force you to go through all that gack even though the modem quite kindly informs you where the fault lies due to the 'cable' light being off.

They should of course also have remote diagnostics which will show your modem to be offline.

I hope mate that this is a one off and isn't the standard process. This kind of incompetence or bad process is a waste of customer and Telewest's time.

What would be really really revolutionary is if when a call is made to cable modem support the support tools do a quick query to see if the modem is actually connected and a bit of polling while the agent is verifying your details. Wouldn't that save SO much of the customer and therefore the support agent's time, meaning happier customers and more productive worker, rather than blindly following a troubleshooting sheet.

12-02-2006, 14:40	#2
Ignition Permanently Banned Join Date: Jun 2003 Location: South-East London Age: 48 Services: Depends who's being serviced :p Posts: 2,588	Re: Blueyonder "Support" LOL It does beg belief when they force you to go through all that gack even though the modem quite kindly informs you where the fault lies due to the 'cable' light being off. They should of course also have remote diagnostics which will show your modem to be offline. I hope mate that this is a one off and isn't the standard process. This kind of incompetence or bad process is a waste of customer and Telewest's time. What would be really really revolutionary is if when a call is made to cable modem support the support tools do a quick query to see if the modem is actually connected and a bit of polling while the agent is verifying your details. Wouldn't that save SO much of the customer and therefore the support agent's time, meaning happier customers and more productive worker, rather than blindly following a troubleshooting sheet.