Telkom to user "Reset your Modem" - oops, what is Username/Password?

[Electron1]

FFS - how many times does this happen?

Why can't Telkom teach their hel(p)desk staff to be knowledgeable and cautious and only when REALLY required, explain to the client that they would like them to reset their modem, BUT first, note down the username and confirm the password with their ISP if they do not have the details handy?

Also to not use the Modem reset as a Diversion tactic - In this case the line is behaving erratically - The username and password were correct, and all the parameters were correct ie. LLC VPI/VCI etc.

Guess this way they close their call quickly by using guest account - now it is customers issue to find out their details again.

Now to go on Search and discover mission, to find out all the users ISP details, wait on the phone, go through pain to get the account details.....:wtf:

At least when I leave I will give the customers a doc with all the relevant details and save it on their PC for future reference. Wish I could slam the Telkom support persons head on the wall though - would get rid of the frustration at least :twisted:

Suppose I shouldn't complain as it is work for me, but how i hate wasting time.

 

[J0n0]

Just ranting or some purpose behind this thread?

 

[Electron1]

Guess I am just ranting, however I hold out the tiniest little hope that someone in Telkom picks up on this and does something to train the helpdesk staff better, so that they only ask for a modem reset when absolutely neccessary, and they ensure that the customer is fully aware that they are going to need to have their account details handy as this will have to be re-entered afterwards.

Is that asking for the impossible?

Perhaps it may also serve to educate someone browsing the Forums to be careful before resetting their modem.

 

[Mineer]

FFS - how many times does this happen?

Why can't Telkom teach their hel(p)desk staff to be knowledgeable and cautious and only when REALLY required, explain to the client that they would like them to reset their modem, BUT first, note down the username and confirm the password with their ISP if they do not have the details handy?

Also to not use the Modem reset as a Diversion tactic - In this case the line is behaving erratically - The username and password were correct, and all the parameters were correct ie. LLC VPI/VCI etc.

Guess this way they close their call quickly by using guest account - now it is customers issue to find out their details again.

Now to go on Search and discover mission, to find out all the users ISP details, wait on the phone, go through pain to get the account details.....:wtf:

At least when I leave I will give the customers a doc with all the relevant details and save it on their PC for future reference. Wish I could slam the Telkom support persons head on the wall though - would get rid of the frustration at least :twisted:

Suppose I shouldn't complain as it is work for me, but how i hate wasting time.

I think the customer is is being more of moron for not having those details on hand, some people should learn what information is essential for them and to know and your username and password should be one of them, besides even if the telkom tech asked do you have those details what the customer response gonna be? urm no... what is the poor tech to do then?

 

[Electron1]

I think the customer is is being more of moron for not having those details on hand, some people should learn what information is essential for them and to know and your username and password should be one of them, besides even if the telkom tech asked do you have those details what the customer response gonna be? urm no... what is the poor tech to do then?

Yes the customers should have their details, but in this case I believe the Moron is the Telkom support person as an intermittent line should not require a modem reset unless thay have beeen through all settings first, and the relevant statistics on the port analysed, possibly a port reset or recreate the port, adjust the speeds of the DSLAM port to match the line and modem charecteristics - too often this is the easy route for the help desk to follow, ending up in wasted time for the end user.

 

[Mineer]

Yes the customers should have their details, but in this case I believe the Moron is the Telkom support person as an intermittent line should not require a modem reset unless thay have beeen through all settings first, and the relevant statistics on the port analysed, possibly a port reset or recreate the port, adjust the speeds of the DSLAM port to match the line and modem charecteristics - too often this is the easy route for the help desk to follow, ending up in wasted time for the end user.

oh sorry missed the intermittent part... yep agree the telkom tech was moronic

 

[Chevron]

Yes the customers should have their details, but in this case I believe the Moron is the Telkom support person as an intermittent line should not require a modem reset unless thay have beeen through all settings first, and the relevant statistics on the port analysed, possibly a port reset or recreate the port, adjust the speeds of the DSLAM port to match the line and modem charecteristics - too often this is the easy route for the help desk to follow, ending up in wasted time for the end user.

No dude. Customer should have the login details handy before they even THINK about calling tech support.

 

[schumi]

When I last called Telkom they asked for my username before I could ask them anything, guess its not the case for everyone.

Edit: Just realized the OP did not state Telkom as the isp, so different case.