OMFG - Tech Support...

LooeyUK · 29-11-2003, 22:38

My grandad was having problems with his broadband connection. So this is what he told me.

He phoned Tech Support after 12mins waiting.

Gets through, explains that when ever he goes on the internet he gets Page Cannot Be Found. Blah Blah Blah.

After a few suggestion from the guy on tech support he ask's my grandad if he has a reload/windows installation disc. MY grandad replied with a yes and the guy on tech support says that "we dont reconmend it but i think you will have to do a format and a re-install of your operating system". My grandad being who is is says "stuff that" lol and says good bye. end of.

He calls me up, explains and tells me that, thats when i thought oh, it must be a serious problem if he told him to reinstall windows. Anyway, i go up there to sort out the re-installation but as im in the car, i ask my grandad if you restarted the stb. he said no, and the bloke on the phone didnt even tell him to do that.

Rebooted and everything worked fine.

Surely re=bootting the stb is the first thing they reconmend?

But besides the point, reinstallation of windows? wtf?

Mark W · 29-11-2003, 22:41

flippin 'eck!!

rule 1 - check the IP

rule 2 - reboot pc/stb

man thats bad teching

29-11-2003, 22:43

Training issue. It sounds like the guy on the other end doesn't know anything about computers

Mark W · 29-11-2003, 22:55

i would make a comment about the training taking place for the new people joing tech support at the mo, but you all know what happened to the last ntl person to speak out like that

MetaWraith · 29-11-2003, 23:02

only 12 mins of waiting ??
most of us have to wait 2 or 3 times that.

If the waiting times are coming down thats good. Now if only quality of the information provided could improve as well.

Florence · 29-11-2003, 23:04

Quote:

Originally Posted by Mark W

i would make a comment about the training taking place for the new people joing tech support at the mo, but you all know what happened to the last ntl person to speak out like that

Mark don't risk your job we can read between the lines and see its either not there or the people they are trying ot train havnet got enough knowledge to learn it..

29-11-2003, 23:28

Quote:

Originally Posted by Mark W

i would make a comment about the training taking place for the new people joing tech support at the mo, but you all know what happened to the last ntl person to speak out like that

training

- our place takes people from an agency & expects them to 'suddenly' fit in - and immediately be an expert on everything - but pays them bugga-awl?

Mal · 29-11-2003, 23:35

Quote:

Originally Posted by homealone

training

- our place takes people from an agency & expects them to 'suddenly' fit in - and immediately be an expert on everything - but pays them bugga-awl?

That's probably every company's policy that

vaiolator · 30-11-2003, 15:15

Just as an aside to this, I was told recently by Tech Supp that my problems were OS based (Windows ME and XP) and the fact I was using Zone Alarm. Those two combined were the root of my problem and for that matter, the majority of calls they receive. Funny how for three years I had "struggled" along with these geeky set ups. I just laughed and said goodbye.

th'engineer · 30-11-2003, 15:59

Quote:

Originally Posted by Mal

That's probably every company's policy that

Not in the one i work in its about orientation and you are partnered with someone of vast experience. That person then has to sign off your capability its called governance

ntltech32 · 02-12-2003, 09:27

Quote:

Originally Posted by MetaWraith

only 12 mins of waiting ??
most of us have to wait 2 or 3 times that.

If the waiting times are coming down thats good. Now if only quality of the information provided could improve as well.

hehe us techs still have to wait on hold you know too!! even though we have direct numbers for cm tech support , sabs and pad etc etc..

**Chris** · 02-12-2003, 09:31

Quote:

Originally Posted by Mark W

i would make a comment about the training taking place for the new people joing tech support at the mo, but you all know what happened to the last ntl person to speak out like that

Don't risk your neck Mark - we get the idea, NTL's actions speak louder than their words. They have a big problem and they know it; they just don't like the thought of their customers knowing is as well.

th'engineer · 02-12-2003, 09:34

I had an interesting call with TS on monday they could not help because the systems are down.

grum1978 · 02-12-2003, 09:52

Probably because of this... taken from ntlworld.com

Quote:

As part of our commitment to provide you with an excellent standard of service, from Sunday 30th November to Tuesday 2nd December weÃƒÆ’Ã†â€™Ãƒâ€šÃ‚Â¢ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡Ãƒâ€šÃ‚ Â¬ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¾Ãƒâ€šÃ‚Â¢re making some improvements to our systems. During this time you will be unable to make changes to your Internet service, however you will still be able to send and receive emails, surf the web and upload to your webspace. Our Internet support centres will have no access to their systems during this period, normal service will be restored on the morning of 3rd December. We apologise for any inconvenience caused.

bopdude · 02-12-2003, 09:59

Quote:

Originally Posted by th'engineer

I had an interesting call with TS on monday they could not help because the systems are down.

And there was I thinking they got all their idea's off the back of a fag packet..lol

Only kidding

th' engineer you beat me to the exact same avatar but I forgive you