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hoofner · 15-02-2006, 08:48

DavyB I dont know if I spoke to the same person as you as I thought one of the idiots i spoke to was called 'Rarg' but might have misheard him due to his inability to speak clearly. I got through and after a few seconds waiting I said 'hello?'. slight pause, 'yeah yeah wait a sec', 30 secs wait, 'hello?', 'yeah yeah give me 10 secs yeah?'. It was over 5 minutes before I got to speak to him. Not only was he unprofessional, I would say he was also technically incompetent; it was only last week but I can't remember the difficulties he had understanding the problem and wanted to follow the whole diagnostic procedures. The last thing I remember was when he demanded that I move my pc into my lounge and plug directly into the modem so he could verify some things, I told him I wasn't prepared to, and subsequently asked for a supervisor, who quite quickly arranged for the upstream channel to be changed. If Rarg knew how to read he would have been able to see the comments the 2nd line guys have left acknowledging and instructing them that this is a recurring problem with network congestion, then the time wasting could have been avoided.

This 'Rarg' is not the only one lacking in a few areas. Explaining to some of these guys that we're suffering from 'network congestion' or maybe 'slow internet access' is quite a difficult matter. I feel quite patronising talking to some of them as you have to speak to them like they're 5 years old. I dont mean to brand all their first line as some of them are alright (though just a few of them), and these tend to read previous comments and either relay onto the 2nd line or put me through to them instead as they know the real cause of the problem.

It seems their second line is completely different; I have probably phoned up 15 or 20 times in the last 2.5 months so have spoken to a fair few at TW. They are pretty technical and I think their honesty in these matters is good - being told by the 1st line that the 'temporary' problem is due to vandalism and will be fixed soon is just rediculous. The 2nd line guys have admitted there is pretty much nothing they can do and know that it's because telewest have oversold their network in particular areas, they also appreciate the number of twits working their 1st line. Again sorry for the few who have a clue working there.

..rant over

15-02-2006, 08:48	#8
hoofner Inactive Join Date: Dec 2005 Posts: 21	Re: Blueyonder "Support" DavyB I dont know if I spoke to the same person as you as I thought one of the idiots i spoke to was called 'Rarg' but might have misheard him due to his inability to speak clearly. I got through and after a few seconds waiting I said 'hello?'. slight pause, 'yeah yeah wait a sec', 30 secs wait, 'hello?', 'yeah yeah give me 10 secs yeah?'. It was over 5 minutes before I got to speak to him. Not only was he unprofessional, I would say he was also technically incompetent; it was only last week but I can't remember the difficulties he had understanding the problem and wanted to follow the whole diagnostic procedures. The last thing I remember was when he demanded that I move my pc into my lounge and plug directly into the modem so he could verify some things, I told him I wasn't prepared to, and subsequently asked for a supervisor, who quite quickly arranged for the upstream channel to be changed. If Rarg knew how to read he would have been able to see the comments the 2nd line guys have left acknowledging and instructing them that this is a recurring problem with network congestion, then the time wasting could have been avoided. This 'Rarg' is not the only one lacking in a few areas. Explaining to some of these guys that we're suffering from 'network congestion' or maybe 'slow internet access' is quite a difficult matter. I feel quite patronising talking to some of them as you have to speak to them like they're 5 years old. I dont mean to brand all their first line as some of them are alright (though just a few of them), and these tend to read previous comments and either relay onto the 2nd line or put me through to them instead as they know the real cause of the problem. It seems their second line is completely different; I have probably phoned up 15 or 20 times in the last 2.5 months so have spoken to a fair few at TW. They are pretty technical and I think their honesty in these matters is good - being told by the 1st line that the 'temporary' problem is due to vandalism and will be fixed soon is just rediculous. The 2nd line guys have admitted there is pretty much nothing they can do and know that it's because telewest have oversold their network in particular areas, they also appreciate the number of twits working their 1st line. Again sorry for the few who have a clue working there. ..rant over