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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
by 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 agoI'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 agoYeah 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 agoSo how was life at internode or aussie?
- TheSpiceIsLife 7y agoInternode. Yeah, was a good place to work. I was in their Adelaide data centres when iiNet acquired the company.