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    Can anybody ps tell me CST tel number?

    This is a discussion on Can anybody ps tell me CST tel number? within the Sky Broadband help forums, part of the Sky Broadband help and support category; That would be the problem, it looks like there is an entire block of Tier 1 staff that just have ...

    1. #21
      PaulSky's Avatar
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      Re: Can anybody ps tell me CST tel number?

      That would be the problem, it looks like there is an entire block of Tier 1 staff that just have not been given this information fullstop. Sky have yet again failed to update all key areas as to something that they have changed. Personally I have no problem in passing max delays to CST WHEN told that we are to do so, if we do it before this we will be shot down in flames by our QA staff who themselves are probably not aware of the situation.


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    3. #22
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      Re: Can anybody ps tell me CST tel number?

      Ok, this thread has sort of gone off topic a bit. So i wont post up after this.

      It does now seem that some teams weren't advised of Max Delays. however, this being said, there is an option in the Sky systems (chordiant for the staff members), under 'Up Front Checks' for High Ping times, which then creates a CST ticket to have max delays reduced. This would suggest to me that Sky want Tier 1 to pass these calls through as early as possible, or else it would be under slow connection not Up front Checks

      That also being said, I cant find anything in the Knowledge management system that would direct an advisor to these options, so it would appear to be a case of 'If you know what to do, then do it'

      So its definetly a case of left hand not knowing what the right hand is doing, as someone stated earlier. I apologise for my arrogance in this matter. I do remember an email being sent to all BB tech advisors, but it turns out it was sent to the Team Leaders first. obviously some team leaders didn't forward this to their teams as was requested. Minus 1 for Sky management, eh lol

    4. #23
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      Re: Can anybody ps tell me CST tel number?

      Right back to me-lol! I got a email saying max delays would be reduced last week and rightly enough my online gaming was much better for a few days but i was still getting disconnected / kicked off on COD4 multiplayer. I was expecting a follow up call from cst to confirm adjustments was indeed made but i am still waiting. Whats happened over the weekend, my connection has gone from bad to worse I again have contacted cst (3 times) to ask if adjustments was made and if they could help my problem, but again DO NOT understand what i am talking about, really very frustrating!! I will phone again tonite and hopefully i will get a UK operator. Thanks

      PS How would i know for sure if sky did adjust my max delays?
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    5. #24
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      Re: Can anybody ps tell me CST tel number?

      Your ping times would be much faster, as they appear to be. Unfortunately, reducing the delay also destabilises some lines which means the speed has to be capped down. Yours appears to be such a line. You can use the KANA form to advise CST of this or phone, it is up to you. When they reduce the delay(according to the email) they are supposed to ensure that your line is stable, it does not look as if they have done this.

      TomD


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    6. #25
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      Re: Can anybody ps tell me CST tel number?

      Thanks for reply! They really need to sort this out as its as bad as before which makes me wonder if they did ever reduce my max delays. Is there a way of finding if adjustments have been made as telephoning is useless as they dont know anything about my so called adjustments! Thanks again
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    7. #26
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      Re: Can anybody ps tell me CST tel number?

      Go to MelsNotes scroll down and get your detailed stats. Look under the framing entries against 'D' , this show s your delay.

      TomD


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    8. #27
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      Re: Can anybody ps tell me CST tel number?

      I have the same problem. Since DLM my pings and latency have doubled. Here's my settings:

      Uptime 123837.76 116907.52
      Wan up 119839.34 113065.05
      adslctl: ADSL driver and PHY status
      Status: ShowtimeRetrain Reason: 1
      Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 7136 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 12.9 14.0
      Attn(dB): 38.0 25.5
      Pwr(dBm): 19.8 0.9
      Max(Kbps): 9376 1184
      Rate (Kbps): 7136 416
      G.dmt framing
      K: 224(0) 14
      R: 16 16
      S: 1 16
      D: 64 8
      ADSL2 framing
      MSGc: 1 1
      B: 25 14
      M: 4 16
      T: 1 1
      R: 16 16
      S: 4.6153 17.0666
      L: 208 120
      D: 32 8
      Counters
      SF: 237532 237475
      SFErr: 0 0
      RS: 16152242 1009268
      RSCorr: 962 6
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 67961897 0
      Data Cells: 2956485 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 3 0
      SES: 2 0
      UAS: 74 0
      AS: 4038

      INP: 9.84 4.26
      PER: 2.01 1.86
      delay: 36.92 34.13
      OR: 27.73 30.00

      Bitswap: 0 0

      Total time = 1 days 10 hours 23 min 57 sec
      SF = 7277466
      CRC = 919
      LOS = 2
      LOF = 18
      ES = 3
      Latest 1 day time = 10 hours 23 min 57 sec
      SF = 2198692
      CRC = 474
      LOS = 1
      LOF = 9
      ES = 2
      Latest 15 minutes time = 8 min 57 sec
      SF = 31565
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 52982
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 24 hours 0 sec
      SF = 5078774
      CRC = 445
      LOS = 1
      LOF = 9
      ES = 1
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 49499
      CRC = 472
      LOS = 1
      LOF = 9
      ES = 1
      Showtime Drop Reason: 1
      Last Retrain Reason: 1

      Is my line ok. Don't know how accurate that website is, but what do I need to do to improve my latency and ping times for online games. At the moment no matter what server I try, my ping and latency always seems twice as high as everyone elses.

    9. #28
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      Re: Can anybody ps tell me CST tel number?

      @Indefatigable Not true. Tier 1 have been informed. All Dunfermline based advisors are aware of Max Delays and the effect on gaming, which means more than half of the tier 1 employees know of it. The callcentres in the phillipines have definetly been informed of this and so have ireland. Whether they can be bothered sorting it is another matter.
      the reason it appears that tier 1 dont know of this wonderful feature is that the outsorcers get calls first, and only when their grade of service is below a certain point do calls get routed to dunfermline. I can assure you that all tier 1 knows this process, its just that the turnaround for employees at the outsourcers is high and they dont care about it. Plus, Ireland CST are useless and dont want to do any work. Seriously, there have been so many times when I've tried to pass people through where they just refuse to take the call, or they say they arent allowed to adjust Max Delays.
      But back to the point, All tier 1 are aware of Max Delays and High ping times, and know exactly how to deal with it. It just depends where you get through to as to who can be bothered dealing with it.
      1.All Dunfermline advisers do not know what max delays are because it was only the other day when i had a dunfermline agent calling me to ask what max delays were.

      2.Northern ireland cst are not useless as you forget they get most of the calls and we are not allowed to refuse calls no matter what.

      3.Why would we reject a call to get the max delays changed as it is considered an easy call.

      4.Not all the tier 1 agents have been briefed on max delays.

     

     
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