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| Thread ID: 85174 | 2007-12-02 07:42:00 | Do Telecom know what they're doing? | Rob (6897) | Press F1 |
| Post ID | Timestamp | Content | User | ||
| 617368 | 2007-12-02 07:42:00 | I recently had a somewhat recurring and typical conversation with “Bill” at the Telecom call centre. My phone line was dead, as was my broadband, so I rang Telecom on my mobile. The conversation went something like this. Me: I’m ringing you on mobile to let you know my phone line is dead and so is my Internet connection. Bill: Have you tried ringing your landline on your mobile? Me: Why would I do that? I’m sitting here at home and my phone line is dead so that’s why I’m ringing you on my mobile. There is no other way I could let you know that there is a line fault. Bill: Well, lots of people ring their phone line on their mobile to check if it’s working. Still have you tried re-booting your router? Me: What is the point of that since the land-line is dead. An Internet connection is impossible when the land-line is dead. Bill: Well your wrong there mate, they are two different things - the phone is on one line, the Broadband on another. I’ll test your Broadband for you now. ….then, after a long pause…. I can’t seem to be able to do that test as there is a connection issue. Me: That is what I have been telling you from the start. The phone is down and the Internet is down so there must be a line fault. Eventually Bill conceded he would need to have the line checked. Yes, linesmen were working on the local box up the road and, yes, this has happened so many time I know it all off by heart. By why can’t the call centre operatives at Telecom have a modicum of technical understanding? Will it be worse when they are all located in India? Rob |
Rob (6897) | ||
| 617369 | 2007-12-02 07:46:00 | I recently had a somewhat recurring and typical conversation with “Bill” at the Telecom call centre. My phone line was dead, as was my broadband, so I rang Telecom on my mobile. The conversation went something like this. Me: I’m ringing you on mobile to let you know my phone line is dead and so is my Internet connection. Bill: Have you tried ringing your landline on your mobile? Me: Why would I do that? I’m sitting here at home and my phone line is dead so that’s why I’m ringing you on my mobile. There is no other way I could let you know that there is a line fault. Bill: Well, lots of people ring their phone line on their mobile to check if it’s working. Still have you tried re-booting your router? Me: What is the point of that since the land-line is dead. An Internet connection is impossible when the land-line is dead. Bill: Well your wrong there mate, they are two different things - the phone is on one line, the Broadband on another. I’ll test your Broadband for you now. ….then, after a long pause…. I can’t seem to be able to do that test as there is a connection issue. Me: That is what I have been telling you from the start. The phone is down and the Internet is down so there must be a line fault. Eventually Bill conceded he would need to have the line checked. Yes, linesmen were working on the local box up the road and, yes, this has happened so many time I know it all off by heart. By why can’t the call centre operatives at Telecom have a modicum of technical understanding? Will it be worse when they are all located in India? Rob I think they have already moved to the Philipines. I am sure there is a faults number you can ring. |
wmoore (6009) | ||
| 617370 | 2007-12-02 08:02:00 | You're right that the Directory service has already moved. But it was the faults service I rang which is still staffed locally. Surely anyone should know that if the line is dead (ie you can't get both broadband and land line phone) it must be fixed by the lines people. To try to tell me that both services are on different lines is ludicrous. They both come through the same copper line. If it is broken it needs to be fixed. Sure, you can have your phone not working but broadbank working and vice versa. But if both don't work the line is at fault Rb |
Rob (6897) | ||
| 617371 | 2007-12-03 02:19:00 | The faults service is staffed by contract non technical persons with a 'help' screen. If you log a fault and if for any reason the service is restored, you will be billed $80 although you have not touched anything. Where you complain to is not in communication with the contractor down at the street cabinet. Wonderful! |
PENTIUM (426) | ||
| 617372 | 2007-12-03 02:32:00 | I think they have already moved to the Philipines. I am sure there is a faults number you can ring. Could be worse, Vodafone are going to Egypt! :yuck: |
steelsporran (6566) | ||
| 617373 | 2007-12-03 03:21:00 | Real simple answer NO! telecom don't know what they are doing - well their help desk dont any way. Got a call today - xtra changed the modem because it was faulty on a customers PC - he reackons he was on the phone for over an hour trouble shooting with xtra- they then said it was Nod32 AV stopping the connection _ YEAH RIGHT ! What was the Problem - Xtra didn't even bother to check the customer had his user name and password installed in the new modem- How Dumb is that :groan: Should be called a Hindrance line not help line |
wainuitech (129) | ||
| 617374 | 2007-12-03 06:29:00 | Apparently the staff turn-over on the Xtra helpdesk is 95% in 18 months. You'll never get anyone trained up in that time. |
decibel (11645) | ||
| 617375 | 2007-12-03 18:58:00 | No, they don't know what they're doing, especially near the bottom of the text on this page. (www.telecom.co.nz) | pcuser42 (130) | ||
| 617376 | 2007-12-03 20:38:00 | By why can’t the call centre operatives at Telecom have a modicum of technical understanding? Will it be worse when they are all located in India? Yes, Telecom knows what they are doing. Its called outsourcing. To halfwits in Manila - not India. This is typical. You never ring one and ask questions, you ring and explain things slowly and thoroughly in simple terms so they eventually get it. Then you tell them what they need to go do about it. Then you resort to swearing. |
pctek (84) | ||
| 617377 | 2007-12-03 21:14:00 | ... To halfwits in Manila - not India. .. I thought I spoke to India a couple of times?!? Remembered pretty well, not too long ago, I rang Xtra in the morning at about 10 am and someone in India attended to me half-asleep (maybe still in his dreams) - I could hear the difference. Indians and Phiipines accents are quite different. He was talking to me in a very strong Indian accent English which I found it very difficult to understand and requested to speak to someone in NZ but was told that he can't transfer the call and suggested that I should hang up and call again! |
bk T (215) | ||
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