cancel
Showing results for 
Search instead for 
Did you mean: 

Do the CSC staff actually read tickets?

kreynolds
Grafter
Posts: 433
Registered: 05-04-2007

Do the CSC staff actually read tickets?

I reported a problem that I am experiencing with the Speed Test tool as follows:

2006-04-30
07:21:21
You
Open : [Support Wizard Journey]
[Wizard NOT followed]
[Technical]
[Customer did not raise this query using the Contact Wizard, please investigate if we need to improve the wizard accordingly]
[Additional Information]
Is there a problem with your speed tester. Each time I try and use it, firewall disabled, it comes back with a garbled screen.

A screenshot is attatched <screendump.doc>

2006-04-30
07:21:22
You
Open : Uploaded file attachment.

Name: screen dump.doc

Type: application/msword

Download Attachment
2006-04-30
22:08:15
CSC Agent Actioned : Dear Mr Reynolds,
Have you tried an alternative browser like firefox or netscape?

Regards,
CSC Agent

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html


2006-05-01
07:12:33
You
Assigned : If you cared to look at the screen shot you would have seen that I was using firefox. FYI it is the same in IE6

2006-05-01
14:56:03
CSC Agent Actioned : Dear Mr Reynolds,
We are not aware of this issue, can you please try the BT speed test as described at http://usertools.plus.net/tutorials/id/27
If you could give us a date and time when you will not be connected we can dial test your account and see if we can replicate the issue from here.

Regards,
CSC Agent

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-05-01
16:45:35
You
Assigned : BT Speedtest runs Ok and returned the following:

The speed test has completed on test server speedtester1.nat.bt.com for user 01695733770 and you have downloaded a 1.7Mb file at a speed of

2393 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

Your IP address is 213.123.108.125, your browser is reported as being Mozilla 5.0 and is running on Windows XP.

BT would regard the speed ranges shown below as normal service:

For 250kbps End Users speeds between 50 - 250kbps.
For 500kbps End Users speeds between 100 - 500kbps.
For 1000kbps End Users speeds between 200 - 1000kbps.
For 2000kbps End Users speeds between 400 - 2000kbps.

I can disconnect tomorrow 02/05/06 between 10:00 and 12:00.

2006-05-02
10:54:53
CSC Agent Actioned : Dear Mr Reynolds,
The speed returned by the BT Speed checker is within acceptable limits for the service.

We cannot raise a speed fault with this result unfortunatley.

Regards,
CSC Agent

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-05-02
12:14:47
You
Assigned : Yet aagin if you cared to read the original query, nowhere does it mention a speed fault but a query with your speed test tool.

As far as I am aware there are no issues with my speed and I have not reported any as apart from peak times when I am suffering contention at the exchange due to a VP showing red I am downloading at approx 5.5 - 6.5 Mb.

Please read the tickets carefully.

Twice I have had to point out the issue to staff who have returned my ticket. Upto now I have had no real cause for complaint at +Net but this shows how their standards are slipping Sad
9 REPLIES
Community Veteran
Posts: 1,124
Thanks: 4
Registered: 14-08-2007

Do the CSC staff actually read tickets?

I have had similar issues in the past - when a ticket gets actioned a couple of times, it seems that a new CSC agent cannot be bothered to read the origional problem - makes assumptions and hence gives a poorly considered (polite version) response.
N/A

Do the CSC staff actually read tickets?

Normally they don't bother to read the ticket in it's entirety often they don't even read what you've written in the most recent action or bother to look at your account. And most of the time they don't engage their brain before replying to the ticket in some sort of made up language that is only barely related to English. Many customers could give dozens of examples that show this.

The only people who seem to be able to answer tickets in any way are either Comms team or a select few agents, I've even had nonsense replies from the network guys. The hilarious thing is that some of these people will be answering premium rate calls soon
:roll:
Community Veteran
Posts: 3,364
Thanks: 15
Registered: 06-04-2007

Do the CSC staff actually read tickets?

I think they role an eight sided dice. Wink

SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
N/A

Do the CSC staff actually read tickets?

Can't they cope with a d20? Wink That'd give them some more options at least.
m00nie
Grafter
Posts: 52
Registered: 30-07-2007

Do the CSC staff actually read tickets?

ive just chased up a ticket about not having the new vmbu still from before the holidays and free usage (payg) still showing as normal usage (i do appreciate it was bank holiday) and in less than an hour of chasing it up the csc chap has fixed it all. new vmbu in place,all figures correct so allhappy with plusnet here now.

Thanks Gavin at csc.

if the maxdsl upgade comes through as quick(on PAYG) il even be singing the praises to everyone i meet Cheesy
N/A

Do the CSC staff actually read tickets?

Glad you found someone who knows what they are doing at got the issue resolved Smiley You're one of the lucky few!
JonathanW
Grafter
Posts: 2,648
Registered: 02-10-2007

Do the CSC staff actually read tickets?

I've had a look at the speed checker, both on your account on my own, and can't seem to replicate whatever problem it is that you were experiencing, so it looks like it might be isolated to your machine. Not that this excuses the responses from the CSC.

I'll be taking the offending agents around behind the chemical shed and giving them a good kicking for you. Following which I'll also issue them with d12s, so they have a few more options for tickets Smiley
michaelscott
Grafter
Posts: 594
Registered: 09-08-2007

Do the CSC staff actually read tickets?

At least they gave him a response.

19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656 19297656

31959
31959
31959
31959
31959
31959

Thank you.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Do the CSC staff actually read tickets?

@michaelscott I've replied to your ticket and am chasing this issue for you.