topic Re: Tweaking those settings in Plusnet Feedback

Tweaking those settings

ejs — Fri, 10 Oct 2014 19:27:29 GMT

Does everything need to be simplified to the point where any useful content has been stripped out?
It seems common at the moment that a customer posts with some problem, and the staff response will be that they've "tweaked some settings" or "made some changes" or something similarly unspecific. Are we not allowed to know what's been changed? It's not much use for anyone else who might try to help, these are community forums after all.

Re: Tweaking those settings

dvorak — Fri, 10 Oct 2014 19:31:16 GMT

rather a tweak that a twerk

Re: Tweaking those settings

plusnettony — Sat, 11 Oct 2014 09:49:17 GMT

Hi,
I must admit that I "tweak" quite a lot. We have to get the balance right between customers who have an understanding of the technology and technical language and those that don't. It's for this reason that I tend to jump in with less technical information (perhaps incorrectly of me in the forums).
Tony

Re: Tweaking those settings

Gus — Sat, 11 Oct 2014 10:57:53 GMT

My last fault had the same last reply, settings were tweaked. If it comes back months down the line, what do I mention that was fixed previously, as we have to battle agents that don't read the initial ticket let alone ticket history.

Re: Tweaking those settings

Anotherone — Sat, 11 Oct 2014 15:11:50 GMT

Perhaps Tony, expand on what the tweaks were after your general statement, with the added comment "if you understand what they all are, if not don't worry about it, someone can explain if you are really interested".
It might result in a few customers learning new things

Re: Tweaking those settings

rongtw — Sat, 11 Oct 2014 17:15:09 GMT

I must admit , even though i understand building PC,s after all my years of ISP,s i have learnt more here reading these boards than anywhere ,,,, Thanks to Non PN staff

Re: Tweaking those settings

Anotherone — Sat, 11 Oct 2014 17:27:09 GMT

I too have learnt a lot from others, and I have to say a proportion of it is due to PN staff for which I thank them.

Re: Tweaking those settings

chandu — Sat, 11 Oct 2014 17:42:07 GMT

Hear, hear. I agree with Anotherone.

Re: Tweaking those settings

Townman — Sat, 11 Oct 2014 18:03:59 GMT

Tony,
The community is a two-way environment - people don't just come here to be fed help, they coming looking for help.
Understanding what fixed a particular issue and why can allow others to compare their situation to the one in question and determine what actions might help them. Openly divulging what ahs been done avoids the potential to believe that the issue has been papered over - for example raising SNRM above 6dB to improve stability (at the expense of synch speed) rather than getting BTOR to fix a line problem.
There are also circumstance where all of the usual culprits have been tried and eliminated and an odd ball tweak fixes it and then on another occasion no one knows / remembers what else might be done.
We are not all idiots, so please don't dumb down. If a particular user does not understand, there are enough of us around here to offer explanations for you.
Kevin

Re: Tweaking those settings

leader — Sat, 11 Oct 2014 18:22:11 GMT

Those BGN's need some major tweaking

Re: Tweaking those settings

plusnettony — Mon, 13 Oct 2014 07:55:02 GMT

Quote from: Townman
Tony,
The community is a two-way environment - people don't just come here to be fed help, they coming looking for help.
Understanding what fixed a particular issue and why can allow others to compare their situation to the one in question and determine what actions might help them. Openly divulging what ahs been done avoids the potential to believe that the issue has been papered over - for example raising SNRM above 6dB to improve stability (at the expense of synch speed) rather than getting BTOR to fix a line problem.
There are also circumstance where all of the usual culprits have been tried and eliminated and an odd ball tweak fixes it and then on another occasion no one knows / remembers what else might be done.
We are not all idiots, so please don't dumb down. If a particular user does not understand, there are enough of us around here to offer explanations for you.
Kevin

Quote from: Anotherone
Perhaps Tony, expand on what the tweaks were after your general statement, with the added comment "if you understand what they all are, if not don't worry about it, someone can explain if you are really interested".
It might result in a few customers learning new things

Hi,
Both fair points and ones which I and my colleagues will endeavour to follow in the future
Tony

Re: Tweaking those settings

MattyC — Mon, 13 Oct 2014 09:22:04 GMT

Admittedly I do tweak a little. I also find myself giving a lot of people a nudge.
I'll make sure that I provide a bit more of an explanation in future posts.
Matty