ntl open Sunday!!! - Page 6

**Mick** · 04-06-2005, 13:16

Quote:

Originally Posted by spike7451

Mick,
I agree that a service needs to be provided on Sunday,My post,in conjunction with Marge's post,was about people, for want of a better phrase,abuseing the system by constantly 'nagging' engineers & other staff they see in the street because;
A-they dont want to have to phone up & be on hold .(often for ages)
B-they think it will get done quicker than going thru CS/Faults.
If i had a penny for everytime someone had stopped me to report a cab open,fix a DVD player,retune a tv,ect,instead of going thru the channels,i & others like me,would have a fair bit of coin!
Spike

Well, yes I agree that is quite naughty really....

jonifen · 04-06-2005, 13:59

Quote:

Originally Posted by Mick

Well, yes I agree that is quite naughty really....

I agree also...

btw, Spike... can you fix my TV? (just kidding! - I know... not funny

)
I have often seen NTL vans around here and also Telewest vans when in Liverpool, but I've never even dreamt of pulling them over to ask them something. You have to do things through what is called "the right route". Otherwise, nothing will be organised or correctly recorded for future fault diagnosis.

ian@huth · 04-06-2005, 14:13

Quote:

Originally Posted by spike7451

Mick,
I agree that a service needs to be provided on Sunday,My post,in conjunction with Marge's post,was about people, for want of a better phrase,abuseing the system by constantly 'nagging' engineers & other staff they see in the street because;
A-they dont want to have to phone up & be on hold .(often for ages)
B-they think it will get done quicker than going thru CS/Faults.
If i had a penny for everytime someone had stopped me to report a cab open,fix a DVD player,retune a tv,ect,instead of going thru the channels,i & others like me,would have a fair bit of coin!
Spike

This is not unique to NTL staff. It happens no matter who you work for or what job you do. If you wear a companies "badge" whether it be round your neck or on the side of your van then you are to people who see it "that company". You will get approached and your company judged by the way that you handle that approach.

shredder · 04-06-2005, 14:38

Quote:

Originally Posted by nfs6600

Wrong I'm afraid. Teesside Despatch are not opening on Sundays. Swansea Faults are, on a 13 week trial basisi I might add. The only dept on Teesside who are working Sundays will be FMS

my mistake sorry i did mean fms!

nfs6600 · 04-06-2005, 15:42

of course

daz300 · 04-06-2005, 16:56

good

Chrysalis · 04-06-2005, 19:19

Glad to hear this, good stuff and well done to those who were involved in getting this implemented.

In my opinion there is a big difference between able to ring up have acknowledgement of a problem and possible earlier fix then be sitting around in the lurch. Disabled people will also have a high need for a working landline.

jonifen · 04-06-2005, 21:20

Quote:

Originally Posted by Chrysalis

Glad to hear this, good stuff and well done to those who were involved in getting this implemented.

In my opinion there is a big difference between able to ring up have acknowledgement of a problem and possible earlier fix then be sitting around in the lurch. Disabled people will also have a high need for a working landline.

Indeed.
Fair enough, no engineers work on Sundays, but there are many cases which can be resolved by those in the faults dept by sending "hits" or going through simple procedures with the caller without an engineer even being required.

nfs6600 · 05-06-2005, 14:09

Quote:

Originally Posted by jonifen

Indeed.
Fair enough, no engineers work on Sundays, but there are many cases which can be resolved by those in the faults dept by sending "hits" or going through simple procedures with the caller without an engineer even being required.

We actually had a fault finding day where by a nominated agent calls customers to see if a fault that has been booked for an engineer can be resolved over the phone. 3/10 could be fixed via the phone. An awful lot when you consider the amount of jobs that technicians attend throughout the day in all ntl franchises. the majority of the time a tech was booked on due to the hits having a 2 hour delay on them. Having the ability for customers to get these hits sent during the weekend will without doubt reduce the need for them to stay in during the morning/afternoon waiting for a technician that might not even be needed

wsf86 · 29-06-2005, 12:34

Networks Engineer do, and always have, worked on-call on Sunday. They can spend a full day resolving large area network faults with the help of the FMS Teesside and AMNC Bromley departmens. The fault team's being in helps and answering the phones provides networks with further info, i.e. where the customers are calling from, which help's in resolve outage's quicker. The theory is that this will have the knock on affect of reducing the workload on Monday which is the day we normally get battered!

jonifen · 29-06-2005, 15:18

Quote:

Originally Posted by nfs6600

We actually had a fault finding day where by a nominated agent calls customers to see if a fault that has been booked for an engineer can be resolved over the phone. 3/10 could be fixed via the phone. An awful lot when you consider the amount of jobs that technicians attend throughout the day in all ntl franchises. the majority of the time a tech was booked on due to the hits having a 2 hour delay on them. Having the ability for customers to get these hits sent during the weekend will without doubt reduce the need for them to stay in during the morning/afternoon waiting for a technician that might not even be needed

Exactly... on the helpdesk where I work, we're open 9-5 on Sundays but have no engineer cover and 2nd level support finish at 2pm. However, in those last 3hrs, we can get calls that we can fix without the need for an engineer or a colleague from a higher level of support... dont get me wrong, we still get other things we cant fix, but they can then be dealt with first thing on Monday morning.

Quote:

Originally Posted by wsf86

Networks Engineer do, and always have, worked on-call on Sunday.

I was not aware of this, but are these are different engineers to those that would be assigned to onsite residential repairs? (onsite as in the person's home who reports the problem)

nfs6600 · 02-07-2005, 00:17

Quote:

Originally Posted by jonifen

I was not aware of this, but are these are different engineers to those that would be assigned to onsite residential repairs? (onsite as in the person's home who reports the problem)

yes, different techs altogether. They focus on the maintainence of the netowrk itself rather than individual faults. if we didnt have them we would have nothing. They do however take on the regular service call. (i.e visit a customer and fix a fault should service not be able to attend for some reason - a lifeline for example that service does not have the manpower for)

wsf86 · 02-07-2005, 09:17

..or service to network referrals, where the Service Tech is unable to resolve the fault he escalates it to the networks. This may be due to the Service Techs knowledge of the network or simply that the fault is outside his remit. Apart from daily preventative maintenance, network engineers generally deal with the wide area network outages affecting from 3 customers to 1000's and are on-call 24/7/365.

We have always worked Saturdays, it's just the front end FMC's who are new to this!!