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Tweaking those settings

Community Veteran
Posts: 5,155
Thanks: 474
Fixes: 19
Registered: 10-06-2010

Tweaking those settings

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.
11 REPLIES
Moderator
Moderator
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Re: Tweaking those settings

rather a tweak that a twerk  Shocked  Crazy

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Plusnet Help Team
Plusnet Help Team
Posts: 1,953
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Registered: 24-07-2014

Re: Tweaking those settings

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
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Community Veteran
Posts: 3,188
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Registered: 31-07-2007

Re: Tweaking those settings

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.
Unvalued customer since 2001 funding cheap internet for others / DSL/Fibre house move 24 month regrade from 8th May 2017
Community Veteran
Posts: 19,101
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Registered: 31-08-2007

Re: Tweaking those settings

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  Smiley
rongtw
Seasoned Hero
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Re: Tweaking those settings

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  Wink
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Community Veteran
Posts: 19,101
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Registered: 31-08-2007

Re: Tweaking those settings

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.
chandu
Rising Star
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Re: Tweaking those settings

Hear, hear.  I agree with Anotherone.
Superuser
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Re: Tweaking those settings

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
leader
Grafter
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Re: Tweaking those settings

Those BGN's need some major tweaking  Shocked
Plusnet Help Team
Plusnet Help Team
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Re: Tweaking those settings

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  Smiley

Hi,
Both fair points and ones which I and my colleagues will endeavour to follow in the future Smiley
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
MattyC
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Re: Tweaking those settings

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
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet