Fibre ISP email support tested

[Went_For_Beer]

Anything Axxess is involved in sucks donkey dicks.

 

[Death]

Why, its a low priority issue, simple or not. They should prioritize outages etc. first.

Usually the callcentre staff are the ones dealing with clients queries etc via the support channels.
NOC teams and the like would be the ones dealing with outages and updating notices etc as more information becomes available.

 

[Syphonx]

Usually the callcentre staff are the ones dealing with clients queries etc via the support channels.
NOC teams and the like would be the ones dealing with outages and updating notices etc as more information becomes available.

When I worked for an ISP:

The network team (NOC) did work on outages on ISP infrastructure, but call centre staff still fielded the calls and provided updates from the NOC team.

When I mentioned outages I mostly meant faults on individual lines (home users) which would be logged by the call centre staff as well.

So I still consider the question asked to be of low priority as there is no indication of an actual issue, any ticket with an actual issue should be given higher priority.

A more accurate test would be reporting a line fault via email, WhatsApp and phone support and measuring the time until a real response was received. Obviously MYBB won't have an account with every ISP so they won't be able to progress past support asking for the account details.

 

[rubber_otter]

It's incredible that you are still waiting for a reply from Supersonic. This is 100% expected from their support desk.

 

[Ghostfibre]

What is the actual speed of a 100Mbps fibre package, and how long would it take to download a 1GB file.

On 100Mbps you have an actual download speed of 12.5 MB/s as you said in the article.

I think a simple answer like saying it would take around 80-90 seconds and could be slower depending if it's over WiFi or if other users are on the network. That is a good all-round answer for the average user. but the smaller ISP's are happy to go into full details should the client want it.

Also regarding answer times and such, smaller ISP's are more customer service focused, so you will probably see a faster response from somebody directly involved in the company, so no call centres, or email chain support reply.

Edit: Our most common issue is people moaning about "disconnects" or "poor speed" but are standing 20 meters away, a floor down, and through 3 re-inforced walls. It's simple. In ZA, most houses aren't going to be a 1 router covers all at max speed.