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1st line technical support - yopu gotta love em

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Phil
In: Liverpool
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My Telewest (now virgin) connection decided to have a hissy fit this evening. so I called Virgin and got through to a young lady in Mumbai called Nikki. Before I actually got through to nikki I did a bit of fiddling round once i had cooled my modem down I managed to get it to work. So just as i get my modem back online my call is answered. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p> <o:p></o:p> trundling through the standard questions she asked for the make of my router. "Draytek, you probably have never heard of it" I replied. nikki responded with the stock answer “I cannot help you as that is a router we do not support" <o:p></o:p> <o:p></o:p> Ten minutes late after much discussion of you tell me the information you want and I will give it to you she joyfully responded that the modem is working fine and it is getting hot because i do not turn the modem off. I told her that the modem is on 24/7 because my CCTV system is connected to it. I also dropped the little bomb shell that according to the modem logs it is showing up faults left right and centre. a few minuets of hmms followed with the eventual answer i will post you out a new modem.<o:p></o:p> <o:p></o:p> Agggghhhhhh. nearly an hour of my life wasted. who trains these Muppets?? Please can someone employ decent technicians on help lines who know what they are talking about and can resolve a fault through knowledge and not through a script.<o:p></o:p>

My Telewest (now virgin) connection decided to have a hissy fit this evening. so I called Virgin and got through to a young lady in Mumbai called Nikki. Before I actually got through to nikki I did a bit of fiddling round once i had cooled my modem down I managed to get it to work. So just as i get my modem back online my call is answered. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
 <o:p></o:p>
trundling through the standard questions she asked for the make of my router. "Draytek, you probably have never heard of it" I replied. nikki responded with the stock answer “I cannot help you as that is a router we do not support" <o:p></o:p>
 <o:p></o:p>
Ten minutes late after much discussion of you tell me the information you want and I will give it to you she joyfully responded that the modem is working fine and it is getting hot because i do not turn the modem off. I told her that the modem is on 24/7 because my CCTV system is connected to it. I also dropped the little bomb shell that according to the modem logs it is showing up faults left right and centre. a few minuets of hmms followed with the eventual answer i will post you out a new modem.<o:p></o:p>
 <o:p></o:p>
Agggghhhhhh. nearly an hour of my life wasted. who trains these Muppets?? Please can someone employ decent technicians on help lines who know what they are talking about and can resolve a fault through knowledge and not through a script.<o:p></o:p>

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Phil @ 23/06/2010 01:23

Deleted Member
In: NA
Posts: 0
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I'm so glad I have freeview. My Tv is getting the whole month to cool down, due to my dislike of having soccer rammed down my throat, whether I want it or not.

Update Reply

Deleted Member @ 23/06/2010 07:31