| I believe Eircom sub-contract home support to an overloaded Stream
| Communications call centre in East Point business park, with long
| queue times (pinch of salt, could be wrong). I've personally never had
| problems with their business support.
That Stream is overloaded is in fact correct. Allow me to shed some inside
knowledge. Do you know how many work for the abuse deparment for
Eircom/Stream? Guess a number. Any number, now put that number to the power
of 0 and you have the right answer. Yes one person is does abuse for all of
Eircom. That individual(who is actually a tech support person) has now been
told that they have to take regular Support calls while dealing with the 80
odd emails/tickets they receive a day, and that the times that they are
doing Abuse has been cut from 8 hours a day, to 3 hours a day. The average
queue to get to Tech Support is about 30+ calls and that queue is there from
when the lines open to when the lines close. What ever about the rest of
support, with Abuse issues you need them sorted out as soon as possible.
Especially for the cases where people are sending spam, port scanning, and
other mischievous acts.
As for troubleshooting routing issues with Tech Support, dont bother. I have
worked in Call centres as both agent and management, and there is no
provision for advance cases such as this. There is never any documentation
for the agents to follow, and you can never get a hold of someone who knows
exactly whats going on. Tech support normally causes people to upskill them
selves quickly, and once they get their cert they are gone.
On 8/8/07, Paul Mc Auley <paul at peema.org> wrote:
>> On Wed August 8 2007 17:19:43 Stephen McGuinness wrote:
> (Quoting Tim)
> | > In my experience, it is possible to speak to a normal human being at
> | > eircom
> | > who is (a) in this continent, and
> | > (b) can settle any problems with Eircom easily
> | > (as eircom-eircom communication is quite good).
>> | I believe Eircom sub-contract home support to an overloaded Stream
> | Communications call centre in East Point business park, with long
> | queue times (pinch of salt, could be wrong). I've personally never had
> | problems with their business support.
>> That more or less tracks with my experience. I've had a largely
> hassle-free experience with them, although when I have bothered to try
> raising an issue with them I've encountered the sort of "follow the
> script, don't admit the possibility of a world beyond the script"
> behaviour which is obviously designed to send the likes of me storming
> off muttering impotently to myself.
>> So, for instance, if I ring to query a routing issue, the obvious
> diagnostic loop to stick me in is to unplug everything from the phone
> line, including the phone I'm on. Explaining that the phone I'm on is
> plugged into the main socket, the one which the Eircom mandated installer
> put there because we are on Phonewatch and that the DSL is thus split
> right there just ricochets off.
>> And the killer is I know the other side of the coin, I don't wield the
> appeal to authority stick because I know how it sounds. But that's slim
> comfort when I'm trying to use simple logical steps to demonstrate how I
> can see C from A and B from C but not B from A and the traces fail
> somewhere on their net.
>> When I haven't been inspired to beat my head off the phone support rock
> it's largely behaved itself, but that may have as much to do with me
> being outside the city and not battling the population of a major suburb
> for access.
>> Of course my understanding is that at least for the moment, even if
> another provider was billing me, it'd still be them there under the
> --- Paul Mc Auley <paulmc at peema.org>
> - "The medium is the massage."
> -- Crazy Nigel
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