50M : Fault Fix Fiction

[ianch99]

This VM Support forum thread sums up nicely the fiction that are utilisation Fault tickets:

Extremely slow broadband in the evenings

[philipp]

what I don't get why don't they say what they have done and what they are doing between the review dates.

[ianch99]

Originally Posted by philipp

what I don't get why don't they say what they have done and what they are doing between the review dates.

My take is that Network does not tell Support what they are doing or when they are doing it. So Support can only give out the fictitious fix dates .. they have no other information. If they told the customer the truth i.e. they don't know what is going to be done and when it really will be done, some people would be off like a shot

[japitts]

Originally Posted by ianch99

My take is that Network does not tell Support what they are doing or when they are doing it. So Support can only give out the fictitious fix dates .. they have no other information. If they told the customer the truth i.e. they don't know what is going to be done and when it really will be done, some people would be off like a shot

Yep, that sounds about right. I went through 4, perhaps 5 review dates with nothing (apparently) happening on 3 of them. Then the final fix came 5 days after a review date had passed and I was expecting another month at least.

As ianch99 says, networks only seem to communicate to CS by means of review dates. Anything else is internal only.