topic Speak in English please in Plusnet Feedback

Speak in English please

netherfield — Mon, 20 Jun 2011 17:09:47 GMT

I have a fault ticket running at the moment,so confused by the following
1 Line is DCN
2 No patters shown
3 BRAS profile
4 CLT/NIC passed
5 TAM-No results
6 BOT-DSC logged faults
7 Post SFI until this time.
All these abbreviations mean nothing to me. In fact the only thing I do understand is that a BT engineer is coming on Wednesday A.M.

Re: Speak in English please

pierre_pierre — Mon, 20 Jun 2011 17:13:40 GMT

if you look at your ticket, that section is probably labled internal, it is an English technical report and it is unlikely if you didnt have abreviation that you would understand it

Re: Speak in English please

Mand — Mon, 20 Jun 2011 20:37:15 GMT

Hi there,
That should definitely be marked as an internal comment. Basically it means you have a dropping connection (DCN) which we can't figure out the cause of (the other abbreviations refer to things we've tested or checked). The post SFI comment means your ticket is on hold until after the engineer visit (the engineer is known as an SFI engineer).

Re: Speak in English please

Mark — Mon, 20 Jun 2011 20:37:36 GMT

Indeed. We should always provide a plain English and customer facing comment, but those quoted are for internal use and for the information of any of our staff who may action or respond to your issue. It can be one of the drawbacks of a fully open customer management system, where everything we do is visible, including the results of diagnostics and technical terms.
Apologies if this has caused any confusion.
Mark

Re: Speak in English please

netherfield — Mon, 20 Jun 2011 21:43:49 GMT

I see what you are saying about some comments being for internal use,but they are also included in an email sent to me,which i presume is aimed at me alone.

Re: Speak in English please

adamwalker — Tue, 21 Jun 2011 09:49:20 GMT

I'll take at the ticket in question and will give feedback if I see that any agents haven't marked such comments as internal or haven't provided adequate explanation.