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I have been effectively off-line for the last 10 days. Symptoms: My
router kept dropping the connection to my ISP up to 20 times a day and
my download speed dropped to <0.5 Mb/s and you can forget about
measuring my upload speed; suffice it to say that it was measured in
bits per hour.
Unfortunately my ISP (who will remain unnamed but whose initials are BT)
has seen it fit to outsource their call-centres to Mumbai and staff them
with 1st-line "engineers" whose sole purpose is to avoid raising any
tickets to 2nd-line or higher. Despite my explaining what the probable
cause of the fault was (The telecomms switch-room is in the basement of
my block of flats and it had been flooded a month ago. It was therefore
likely that the various connectors had been corroded), it wasn't until I
unilaterally raised my complaint to the office of the Customer Service
Director that any action was taken.
Today, finally, an engineer arrived, replaced a whole bunch of corroded
connections and then waterproofed them. I am now back on line.
What I can't understand is why no-one else in the block noticed the
fault. As the engineer said I wasn't the only one affected.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
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On Tue, 11 Mar 2014 16:37:41 +0000, Doctor John wrote:
> Today, finally, an engineer arrived, replaced a whole bunch of corroded
> connections and then waterproofed them. I am now back on line.
> What I can't understand is why no-one else in the block noticed the
> fault.
> As the engineer said I wasn't the only one affected.
That sounds like my normal conversations with my previous ISP's support.
I was with them for nearly 14 years, only had to call in twice, but the
two times I called in were exercises in frustration and futility.
At one point during one of the calls, I got so angry I actually said to
the tech "look, I'm a networking professional, and if I had access to the
equipment, I'd fix it myself. But I don't, so I have to go through
idiots like you!"
I was pretty angry at that point.
I ultimately had to escalate it myself - by contacting the office of the
CEO. My problem got fixed pretty quickly after that. :)
Jim
--
"I learned long ago, never to wrestle with a pig. You get dirty, and
besides, the pig likes it." - George Bernard Shaw
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Doctor John <j.g### [at] gmail com> wrote:
> Unfortunately my ISP (who will remain unnamed but whose initials are BT)
> has seen it fit to outsource their call-centres to Mumbai and staff them
> with 1st-line "engineers" whose sole purpose is to avoid raising any
> tickets to 2nd-line or higher.
Microsoft isn't an ISP (at least not yet; probably only a matter of time),
and whatever your opinion might be of it as a company, I really have to
give them credit for their amazingly good phone support, at least here.
(I have told this before here, but I think it deserves repeating.)
When my Xbox Live account was hacked, I called Microsoft's local phone
support here, and was quite surprised by the effectiveness an level of
professionalism. The person at the other end did not ask even a single
stupid question, she understood everything I said without any problems,
she asked all the right questions and all the (and only the) necessary
information, and the matter was resolved quickly and efficiently. (I was
expecting the typical horror story of having to tell all kind of completely
irrelevant minutia, and having to explain even simple things over and over,
and having to convince them that yes, my account was really hacked and it's
not a completely unrelated irrelevant problem, but there was none of that.)
--
- Warp
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> I have been effectively off-line for the last 10 days. Symptoms: My
> router kept dropping the connection to my ISP up to 20 times a day and
> my download speed dropped to <0.5 Mb/s and you can forget about
> measuring my upload speed; suffice it to say that it was measured in
> bits per hour.
> Unfortunately my ISP (who will remain unnamed but whose initials are BT)
> has seen it fit to outsource their call-centres to Mumbai and staff them
> with 1st-line "engineers" whose sole purpose is to avoid raising any
> tickets to 2nd-line or higher. Despite my explaining what the probable
I haven't even bothered to call them about my connection drops. Once or
twice a week (that I notice) for a period of about 30 mins - 2 hours the
connection gets really bad, like 25% of the normal speed (as reported by
the modem), pings measured in seconds and repeated drops altogether (the
modem log shows ADSL disconnected and reconnected again repeatedly). I
should really go and look to see if there is an email address to write
to about this rather than trying to explain it all over the phone (where
no doubt I will forget to mention something).
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On 11/03/14 17:59, Jim Henderson wrote:
> At one point during one of the calls, I got so angry I actually said to
> the tech "look, I'm a networking professional, and if I had access to the
> equipment, I'd fix it myself. But I don't, so I have to go through
> idiots like you!"
>
> I was pretty angry at that point.
>
> I ultimately had to escalate it myself - by contacting the office of the
> CEO. My problem got fixed pretty quickly after that. :)
>
> Jim
>
>
Yup. Go to the top but only when you have tried the "recommended" route
first.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
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On 11/03/14 19:27, Warp wrote:
> Microsoft isn't an ISP (at least not yet; probably only a matter of time),
> and whatever your opinion might be of it as a company, I really have to
> give them credit for their amazingly good phone support, at least here.
> (I have told this before here, but I think it deserves repeating.)
>
Indeed you have. 13 December 2013 in reply to my post praising M$
support :-)
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
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On 12/03/14 08:21, scott wrote:
>
> I haven't even bothered to call them about my connection drops. Once or
> twice a week (that I notice) for a period of about 30 mins - 2 hours the
> connection gets really bad, like 25% of the normal speed (as reported by
> the modem), pings measured in seconds and repeated drops altogether (the
> modem log shows ADSL disconnected and reconnected again repeatedly). I
> should really go and look to see if there is an email address to write
> to about this rather than trying to explain it all over the phone (where
> no doubt I will forget to mention something).
>
Make sure you have made a few calls to the idiots in Mumbai first. They
log the calls received so there _is_ an audit trail. If and when you
fail to get action, Warren Buckley's details are as follows:
Warren Buckley
BT - Managing Director, Customer Service
E-mail: war### [at] btcom
Direct tel: 020 7356 5431
Have fun
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
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> Make sure you have made a few calls to the idiots in Mumbai first. They
> log the calls received so there _is_ an audit trail. If and when you
> fail to get action, Warren Buckley's details are as follows:
>
> Warren Buckley
> BT - Managing Director, Customer Service
> E-mail: war### [at] btcom
> Direct tel: 020 7356 5431
Thanks very much for that info, appreciated. That's just the kick I need
to call Mumbai when I get home tonight.
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On 12/03/14 11:20, scott wrote:
>
> Thanks very much for that info, appreciated. That's just the kick I need
> to call Mumbai when I get home tonight.
>
No problem.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
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Doctor John <j.g### [at] gmailcom> wrote:
> I have been effectively off-line for the last 10 days. Symptoms: My
> router kept dropping the connection to my ISP up to 20 times a day and
> my download speed dropped to <0.5 Mb/s and you can forget about
> measuring my upload speed; suffice it to say that it was measured in
> bits per hour.
> Unfortunately my ISP (who will remain unnamed but whose initials are BT)
Did you get withdrawal symptoms?
Ten days of cold turkey, what!
Not withstanding that the flood may have caused it. ;-)
The router that BT sends out with Infinity is not the best in the world. Mine
kept dropping out and when the replacement started doing the same thing within a
month. I bought one of those one that have just been hacked. :-D
> Today, finally, an engineer arrived, replaced a whole bunch of corroded
> connections and then waterproofed them. I am now back on line.
> What I can't understand is why no-one else in the block noticed the
> fault. As the engineer said I wasn't the only one affected.
They probably did but it is black magic to most people.
(Am I allowed to say that? I never can tell.
Me.
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