Inconstant support

This Friday morning about 7am I had a problem with no broadband, so i decided to ring faults hoping to get a recorded message saying there was a fault in my area, unfortunately not

The support i got was inconsistent

CS person 1

Usual advice switch of the cable modem and wait 30 seconds then switch in on again, Didn't work, I knew there was probably something wrong at VM end itself with the RDY light continuously flashing. The CS person did no really listern to me and said they would send in an engineer sometime in the morning, otherwise i will have to wait to Monday. So I said I will wait for the engineer

Soon after that call I was getting various states of connectivity to the internet, either slow or not at all. Decided to ring faults again giving them an update (scared that by the time the engineer arrived it would be working normally.)

CS person 2

After explaining the situation, this person said they will do remote test of my connection and replied back there seemed to be a network fault, they said a report would be sent out and unfortunately it could take upto 72hours to fix. finally They said they would refund the 3 days on my next bill.

Fortunately when i came home from work my connection was up again, The problem i have is the inconstant nature of the support, I wish everybody could be trained support like the very helpful second operator.

I would love to hear if you have got any simular stories

[Tech_Boy]

It may have been that the outage was not on the internal status pages during your 1st call, as the outages are flagged by engineers being booked, if a lot of engineers have been booked for an area,then the networks dept will take a look & may flag it as an outage.
Before the Merger & the closure of the Swansea (ex NTL) FMET team, If an agent spotted a possible outage, an email could be fired off to the FMET team, and the customer would not need to have an engineer booked unnessecarily.

Unfortunately during the merger, some giant leaps backwards were made by Manglement (yes I meant to spell it that way), and now the customers get a worse overall level of service.

[moaningmags]

Originally Posted by Tech_Boy

Before the Merger & the closure of the Swansea (ex NTL) FMET team, If an agent spotted a possible outage, an email could be fired off to the FMET team, and the customer would not need to have an engineer booked unnessecarily.

That still happens, now we send it to the outage team.

[Tech_Boy]

when I left 3 months ago, the only escalation path that we had for possible outages was to raise faults & book engineers, there was no other sanctioned method for escalating possible outages (possibly they didn't trust ex NTL techs in Swansea).

I believe the process for a suspected outage would be to contact the 2nd line team in Liverpool, they have network access.

[BenMcr]

But at the same time a frontline agent can't tell a customer 'oh that's probably an outage so I won't bother to book anything in for you'

It still has to raised as a visit if/until it's confirmed

1st line agent contacts 2nd line while the customer is on hold, 2nd line confirm an outage or not, 1st line agent advises of the outage or books tech.