1 Customer Support Call = 1 Problem Quickly Resolved

[kevuwk]

I got home yesterday to find that my Max connection wasn't connected. Checked everything on the router which pointed at a problem at sky. I rang them up, went through all the menus and was in the queue for a few minutes before somebody picked up. I explained to them what the problem was and what I had checked, he checked my line and said there was a problem at the exchange (if I phoned one of my old ISPs they would of just blamed my kit) and said that the engineers where sorting it out. Sure enough about 45 minutes later, my connection fired back up again and I haven't had a problem since. This is the 2nd problem I have had since joining Sky broadband in July (the phone line needed replacing about 2 weeks after I joined and was sorted quite quickly aswell) and can say I would strongly recommend anybody to join Sky if they can get on the LLU network as I can't comment on the BTW network.

[::Lisa::]

Yeah, I like the way they check the exchange first thing when you say it's not working. Whenever my internet goes down, I just hold off calling now unless it's down for a long period (which has happened once and it was 2 days and exchanges fault).

[PaulSky]

Exchange checks are one of the first things we have to do during the troubleshooting, if there is a fault then there is no point us lying about it or wasting your time on a call for no reason by further troubleshooting.

[spike7451]

Originally Posted by PaulSky

Exchange checks are one of the first things we have to do during the troubleshooting, if there is a fault then there is no point us lying about it or wasting your time on a call for no reason by further troubleshooting.

Unfortunatly the CSR in the Phillapines are still not checking the exchange or doing their usual checks.Often I would get a agent come thru,port down & obviously copy & paste notes.On checking the exchange,the port would be up.When asking the Phillapines to retest the customer properly,It would often result in a mouthful of said agent &/or no further action either.
But you would be suprised by the amount of faults fixed by simply powering down the router & PC for a few seconds.