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Do the C/S know how to fix a problem?

glloyd
Rising Star
Posts: 1,667
Thanks: 20
Fixes: 1
Registered: ‎06-04-2007

Do the C/S know how to fix a problem?

For a very long time I've had a very stable connection which would stay up for hundreds of hours. Then a couple of months ago I started to get drop out mainly after it had been raining. Plusnet answer to this is banding to reduce speed and to increase INP to further reduce speed. That's NOT fixing the problem that's papering over the cracks. They try to tell me there is no problem with the line, so why are they putting on banding? Answer a problem with the line. If I had not agreed to another year I would be off I've never know c/s to be so bad.  Oh yes 5 days to reply to a ticket.

 

P.S They have now agreed there is a fault on the line.

 

2 REPLIES
Superuser
Superuser
Posts: 3,362
Thanks: 1,789
Fixes: 12
Registered: ‎10-04-2007

Re: Do the C/S know how to fix a problem?

I believe the answer to the question you pose is - NO.  Based on many topics / responses in these forums If it isn't in the script then you'll get bluster and prevarication.  Some serious reskilling is needed within CS - and quickly!

 

M

 

 

Community Veteran
Posts: 5,177
Thanks: 482
Fixes: 20
Registered: ‎10-06-2010

Re: Do the C/S know how to fix a problem?

I thought there were different teams / departments - the faults team aren't the same as the customer service people who answer the phones.