I Love Eircom's Support

Spud_Gun · 03-07-2003 02:32PM

I suppose it also depends on the luck of the draw in regards to the support person you get. One person may send the mail that was sent, another may say that they don't support that platform but they saw a similar problem in NT and such n' such an action remedied it.

amp · 03-07-2003 02:45PM

Originally posted by lynchie

Btw, has anybody else on the Nangor Rd exchange in Clondalkin had any long disconnections recently?

Dunno about dsl, but I know my companies 128k leased line has been up and down like a whores knickers lately.

Oh and Cr3m0, you're a moron. I've worked in call centres and the unofficial policy when some asshole asks to speak to a man, or "someone english" is to put them on hold. Forever.

Cabaal · 03-07-2003 02:47PM

Originally posted by Spud_Gun
I suppose it also depends on the luck of the draw in regards to the support person you get. One person may send the mail that was sent, another may say that they don't support that platform but they saw a similar problem in NT and such n' such an action remedied it.

True also, company policy would be not to support
But every so often you may get someone who knows his/her stuff and may actually help.

On the other end of the spectrem you'll get the people who are drones and just follow a script, they do there job (don't get me wrong) but they only do what there told to do.

They won't help non-support hardware/software and its as simple as that, but those other people can be a god send if your lucky enough.

But just because you get the person who's willing to help you with a unsupported item does not mean you should take it out on someone who does not help you with the same item, after all there just doing what there paid to do.

eth0_ · 03-07-2003 03:24PM

I work in support and we only support mac and windows, but i'll give the customer the settings they need as they're universal across all platforms really, and i'd tell them if there was an outtage certainly!

I have helped customers with unsupported software in the past but it'll often blow up in your face so it's best to leave well alone IMO.

spongebob · 03-07-2003 03:31PM

you lot still supporting trumpet winsock then?

M

eth0_ · 03-07-2003 04:17PM

Originally posted by Muck
you lot still supporting trumpet winsock then?

M

We support the software we provide.

spongebob · 03-07-2003 04:25PM

it was IOL who provided me with trumpet winsock!

who is the trumpet winsock expert in there does anyone know, I need to reconfigure it for iol anytime?

M

jd · 03-07-2003 04:34PM

Originally posted by Muck
it was IOL who provided me with trumpet winsock!

who is the trumpet winsock expert in there does anyone know, I need to reconfigure it for iol anytime?

M

you are joking aren't you... i hope...

jd

spongebob · 03-07-2003 04:44PM

W3.11FW

De Rebel · 03-07-2003 04:58PM

Originally posted by Muck
W3.11FW

cash converters have Win95 disks for Eur5, treat yourself to he upgrade, you deserve it. you can even get the 48 floppy set if your PC doesn't have a CD drive

lynchie · 03-07-2003 06:50PM

Originally posted by Spud_Gun
I am aware that eircom only support Mac OS and Windows, but I do think that support people should read a support request irrespective of the platform that the product in operating on. The issue may not be platform specific, or hardware related.

Exactly what I thought. My original email to them was basically " Is there some maintenance going on in the exchange that may have caused my router to disconnect and loose copnnectivity - Yes/No" But I got the usual request for "What OS are you running etc..". Even though I knew I was gonna get the "we don't support Linux" reply they still disregarded my original request and immediately blamed the problem on my hardware/OS and closed the support request

An awl email from Eircom stating that essential maintenance needs to be done or sorry for the downtime blah blah... wouldn't go a stray either

Cabaal · 04-07-2003 08:41AM

Originally posted by lynchie
An awl email from Eircom stating that essential maintenance needs to be done or sorry for the downtime blah blah... wouldn't go a stray either

Yeah but if they did that then they'd be admitting there wrong
Eircom don't like admitting there wrong...

nellieswellies · 04-07-2003 09:03AM

I probably should have called the DSL support number but I coudnt be bothered.

Its no wonder you couldent get a straight answer.

If your DSL lione drops call the DSL team and ask for a line test, it will either pass or fail

If it passes

its not the connection to the exchange thats the problem (could be the ATM cloud in which case they would be well aware of it as it would be a fairly major outage)

Believe it or not it could be your modem (if your using a modem you chose to use your on your own), run modem diagnostics.

it could be your OS or a corruption within the connection its best to recrate the connection just to have eliminated that factor so you can tell support youve allready done that, it will give them one less reaqson to hang up on you.

If it fails
Its a problem on the copper between your connection point and the DSLAM or ATM switch

This will bring the fault to the attention of Eircom ask for a ticket number call back every hour quoting the ticket number. They can not hang up on you until you are happy that they are taking action on getting the issue resolved.

Spud_Gun · 04-07-2003 09:29AM

I don't think its too much to ask for Eircom to inform a customer of the state of their connection when they ask, irrespective of their platform. If a Linux user rings up asking about the state of the connection, I think a Jobsworth award must be given if they refuse to tell you because you qualify as an unsupported user. It can be argued in Eircoms defence that extending any support to a user who is using unsupported hardware or software could open a can of worms, and any support person will tell you that it can be a mine field drawing a line to where support will stop. But that cant apply in this particular case.

The only thing I can recommend Lynchie is to tell them you are a Windows user when your query is just about the state of your connection.

harney · 06-07-2003 04:19PM

"cash converters have Win95 disks for Eur5, treat yourself to he upgrade, you deserve it. you can even get the 48 floppy set if your PC doesn't have a CD drive"

Joking aside, perhaps in the days of larger HDD it is worth devoting 500mb or so to a dual boot in order to bypass these techs - maybe even VMware since it has a linux version :ninja:

I realise that one should never have to do this, but.............:mad:

harney · 06-07-2003 04:24PM

"cash converters have Win95 disks for Eur5, treat yourself to he upgrade, you deserve it. you can even get the 48 floppy set if your PC doesn't have a CD drive"

Joking aside, perhaps in the days of larger HDD it is worth devoting 500mb or so to a dual boot in order to bypass these techs - maybe even VMware since it has a linux version :ninja:

I realise that one should never have to do this, but.............:mad:

dub45 · 07-07-2003 09:40PM

I think poor support is a widespread problem and so much can depend on the person that you get. I had to ring Apple support recently and the guy there seemed far more interested in getting my details and giving me a customer no (when I asked why he needed a phone number for mehe said it was in case they needed to collect my machine!) when I finally managed to actually tell him the problem he said thats not me and instantly transferred me to a line playing Enya - I gave up after 20 minutes!

Probably a lot of it is just the call center culture they must be awful places to work in and people who are really into IT are probably not going to stick it. But a few more people with a bit of cop on and life would not go amiss when they are recruiting for the bloody things either.

By the way I have found that NTL in particular are diabolical and even trying to email a query to them )(and they invite that) is no help as they issued the same reply irrespective of what you write in the email!!!

crowbar · 08-07-2003 06:55AM

i phoned eircom support about my brand new, non-functional dsl line a month or so back. the support rep suggested that i unplug all other devices on my phone line to see if the dsl modem would train up, and i was about to until i realised i was calling them from the landline that was about to be unplugged! a great way to get rid of a caller i guess.

the guy i got a few days later was more helpful, got their noc to do a line test, though he said it'd take 3 days for an engineer to go to the exchange to check the patching. 3 days!! what on earth do their exchange techs do all day?

i came home one day and, hey presto, the modem trained up. still no call back from them yet to explain why it wasn't installed properly in the first place. i wonder if i'll be charged rental from the day they said they activated the line, or from when it actually started working ...

shinzon · 08-07-2003 09:18AM

Originally posted by crowbar
i phoned eircom support about my brand new, non-functional dsl line a month or so back. the support rep suggested that i unplug all other devices on my phone line to see if the dsl modem would train up, and i was about to until i realised i was calling them from the landline that was about to be unplugged! a great way to get rid of a caller i guess.

the guy i got a few days later was more helpful, got their noc to do a line test, though he said it'd take 3 days for an engineer to go to the exchange to check the patching. 3 days!! what on earth do their exchange techs do all day?

i came home one day and, hey presto, the modem trained up. still no call back from them yet to explain why it wasn't installed properly in the first place. i wonder if i'll be charged rental from the day they said they activated the line, or from when it actually started working ...

itll be the day the line was activated, ye dont think theyll wait until the connction was working this is EIRCON not a charity lol

Shin

I Love Eircom's Support

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