Again line has dropped

marine1

marine1

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On MFN seriously again?
CI What is going on there?
Line drops almost every other day then all if a sudden comes back minutes or even an hour later

This is really making me mad
 
Well you certainly are directing your anger in the wrong direction, for someone who needs their help, supposedly..
 
Hi, Do you have any support refs for me to escalate with MFN?
 
marine1 said:
Nope because after waiting on the line with the call centre for some time, which I can show you call register, the line comes back up or I cant carry on waiting.
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You still need to log it, even if it recovers. There is now other way for it to be investigated and resolved permanently. Just email [email protected] mentioning it keeps dropping.

They can check your session history and optic levels of your line etc.
 
PBCool said:
You still need to log it, even if it recovers. There is now other way for it to be investigated and resolved permanently. Just email [email protected] mentioning it keeps dropping.

They can check your session history and optic levels of your line etc.
Click to expand...
I have done so, the tech support on mail asks me if its gone down on wifi, you cant seriously believe its a wifi issues? :rolleyes:
I logged into my router via cable and line was down, no IP or DNS, the line went down
 
That is the normal support process as 90% of support queries are wireless related. Do you have the support ref number for me?
 
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PBCool said:
That is the normal support process as 90% of support queries are wireless related. Do you have the support ref number for me?
Click to expand...
I am not going to comment on this case. But when I logged a call for packet loss awhile back, and included in the call a big capital marked section - NOT ON WIFI, ALL TESTS DONE ON CABLE. I was still asked if the tests were done on wifi. I sincerely wish there was a test that could be done when you sign up to an ISP ... and if you pass there is a flag put on your account that says "Not an idiot, will have rebooted the router, tried another router, rebooted the ONT, plugged directly into the ONT, checked all cable connections and done all tests on cable" just to shorten the trouble shooting process.
 
midasza said:
I am not going to comment on this case. But when I logged a call for packet loss awhile back, and included in the call a big capital marked section - NOT ON WIFI, ALL TESTS DONE ON CABLE. I was still asked if the tests were done on wifi. I sincerely wish there was a test that could be done when you sign up to an ISP ... and if you pass there is a flag put on your account that says "Not an idiot, will have rebooted the router, tried another router, rebooted the ONT, plugged directly into the ONT, checked all cable connections and done all tests on cable" just to shorten the trouble shooting process.
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Unfortunately the norm is over wireless, even then when asking over cable we often get a reply stating "yes over cable" only for it to be over wireless.

Because people don't believe it's wireless related standing next to the router kind of thing.

So the process is based on the majority of cases we get unfortunately.

We are working on the escalation process to fast track these kinds of cases straight to tier 2.
 
marine1 said:
I have done so, the tech support on mail asks me if its gone down on wifi, you cant seriously believe its a wifi issues? :rolleyes:
I logged into my router via cable and line was down, no IP or DNS, the line went down
Click to expand...
I have print out and label my router lights , so I can see which is dead and know where the fault is. It even got a telephone 50volt line dead led.
 
PBCool said:
Unfortunately the norm is over wireless, even then when asking over cable we often get a reply stating "yes over cable" only for it to be over wireless.

Because people don't believe it's wireless related standing next to the router kind of thing.

So the process is based on the majority of cases we get unfortunately.

We are working on the escalation process to fast track these kinds of cases straight to tier 2.
Click to expand...

In all honesty work on the replying to a problem within 24 hours and work down to a 2 hour response window from there before worrying about escalation. Sadly my recommendation to other people on CI is - log a call and then immediately post it here or you wont hear from support for 48 hours or more.
 
midasza said:
In all honesty work on the replying to a problem within 24 hours and work down to a 2 hour response window from there before worrying about escalation. Sadly my recommendation to other people on CI is - log a call and then immediately post it here or you wont hear from support for 48 hours or more.
Click to expand...
Our average response time to tickets is below 24hrs at the moment, we have recently hired more resources dedicated to this kind of thing.
If you have a critical issue then call in.
 
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