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With Time Warner, there is an absolutely impenetrable firewall between customer service and backend/upstream network engineering. Rolling a truck appears to be
by superuser2 10y ago
With Time Warner, there is an absolutely impenetrable firewall between customer service and backend/upstream network engineering. Rolling a truck appears to be the absolute ceiling on what a call center employee can do.
- walrus01 10y agoThis is unfortunate, but I can sort of understand why. Customers are frequently mistaken on what's wrong with their connection, example, the customer thinks they're seeing 0.5% packet loss and high jitter consistently to something that's 3 hops upstream of their default gateway, when in fact there's something messed up in their home Wifi which is on channel 1 the same as their four neighbors. It takes a lot of time (time = money) to train first tier customer service reps how to recognize what needs to be escalated to the people who have 'enable' on the network equipment 2 to 4 hops upstream of a typical cablemodem/DSL customer. And then the management decision to empower them to do so if necessary. And a method for the NOC of filtering through the crap to discover that "Yes, this customer really has discovered some service impacting issue that has not been automatically reported by our NMS".