4 ms·

Alternatively, load has gone up across the board in a short period of time, so that preventive scaling has fallen behind and are in recovery mode.

martin_bech 7y ago
Yes it can, but why would it take several techs, to spot something like load, which is the first thing you would do, it should take no more than 10s to look it up in a tool.
- sulam 7y ago
  A "last foot" tech might not even have access to those tools, much less know how to use them.
  - rwbhn 7y ago
    Rolling out that tech has got to be more expensive than checking the load first.
    - toyg 7y ago
      Dunno how it is in the States, but here in UK rolling out the tech is basically the first thing they do after the unavoidable "have you tried turning it on and off again" phone call. They just don't trust the customer to have any clue and maybe don't want to waste time doing troubleshooting at their end when it's "probably" a downstream issue.
      - TheSpiceIsLife 7y ago
        Network Operations should be raising known problem issues to front line call centre staff. Network congestion issues shouldn't be handed off to field techs to check local loop (last mile) and CPE (Customer Premises Equipment.
        wtallis 7y ago
        I'm pretty sure it's standard practice at these companies to never let front line call center staff acknowledge known problems. Sometimes, the automated phone menu will give you a recorded generic message that they are currently experiencing a service issue, but that's intended to convince you to hang up and patiently wait for them to sort their shit out. I've never had a front-line rep be at all useful in diagnosing a real problem.
        TheSpiceIsLife 7y ago
        Yeah true. I guess I need to remember the ISP I work for here in Australia (front line tech support, and then network operations physical security and infrastructure) was widely recognised as the best ISP in Australia multiple years running, so I shouldn't use it as a baseline expectation.
        tacticus 7y ago
        So how was life at internode or aussie?
        TheSpiceIsLife 7y ago
        Internode. Yeah, was a good place to work. I was in their Adelaide data centres when iiNet acquired the company.
      - robocat 7y ago
        In NZ you sign up with an ISP, but your local connection is usually handled by the same physical equipment (DSLAM for ADSL, etc) which is owned by a single network provider. I’m not sure what the incentives are for an ISP to try to get the provider to fix issues, or even if they would e.g. https://company.chorus.co.nz/what-we-do https://company.chorus.co.nz/what-we-do is notoriously bad for service and the copper network is being deprecated. Locally https://www.enable.net.nz/about-enable/ https://www.enable.net.nz/about-enable/ are doing a good job of service, because they are well subsidised by the government and seem to be effectively operated.

martin_bech 7y ago

Yes it can, but why would it take several techs, to spot something like load, which is the first thing you would do, it should take no more than 10s to look it up in a tool.

sulam 7y ago
A "last foot" tech might not even have access to those tools, much less know how to use them.
- rwbhn 7y ago
  Rolling out that tech has got to be more expensive than checking the load first.
  - toyg 7y ago
    Dunno how it is in the States, but here in UK rolling out the tech is basically the first thing they do after the unavoidable "have you tried turning it on and off again" phone call. They just don't trust the customer to have any clue and maybe don't want to waste time doing troubleshooting at their end when it's "probably" a downstream issue.
    - TheSpiceIsLife 7y ago
      Network Operations should be raising known problem issues to front line call centre staff. Network congestion issues shouldn't be handed off to field techs to check local loop (last mile) and CPE (Customer Premises Equipment.
      - wtallis 7y ago
        I'm pretty sure it's standard practice at these companies to never let front line call center staff acknowledge known problems. Sometimes, the automated phone menu will give you a recorded generic message that they are currently experiencing a service issue, but that's intended to convince you to hang up and patiently wait for them to sort their shit out. I've never had a front-line rep be at all useful in diagnosing a real problem.
        TheSpiceIsLife 7y ago
        Yeah true. I guess I need to remember the ISP I work for here in Australia (front line tech support, and then network operations physical security and infrastructure) was widely recognised as the best ISP in Australia multiple years running, so I shouldn't use it as a baseline expectation.
        tacticus 7y ago
        So how was life at internode or aussie?
        TheSpiceIsLife 7y ago
        Internode. Yeah, was a good place to work. I was in their Adelaide data centres when iiNet acquired the company.
    - robocat 7y ago
      In NZ you sign up with an ISP, but your local connection is usually handled by the same physical equipment (DSLAM for ADSL, etc) which is owned by a single network provider. I’m not sure what the incentives are for an ISP to try to get the provider to fix issues, or even if they would e.g. https://company.chorus.co.nz/what-we-do https://company.chorus.co.nz/what-we-do is notoriously bad for service and the copper network is being deprecated. Locally https://www.enable.net.nz/about-enable/ https://www.enable.net.nz/about-enable/ are doing a good job of service, because they are well subsidised by the government and seem to be effectively operated.