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HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

1 recommendation

reply to DKS

Re: Sympatico Direct forum

Or Poutine?



MacGyver
Don't Waste Your Energy
Premium,ExMod 2003-05
join:2001-10-14
Canada
kudos:2
Reviews:
·voip.ms
·TekSavvy DSL

1 recommendation

reply to justin

This is great news. We tried to set this up before but we could not get a commitment from tech support that it would be used. Thanks to the Bell tech support crew for stepping up to the plate.

Also, there is now a convenient link to the Sympatico Direct forum from the Sympatico forum pages.



Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
kudos:8
Reviews:
·Bell Fibe

1 recommendation

reply to justin

Yes it has been a long time coming. We have looked at this in the past but it wasn't "time" yet. Some barriers had to come down on the company's side. There was a time that if you posted on this site you would be severely reprimanded and in the case of Sympatico first line techs...it was rumoured that they were dismissed. The new forum is a direct link to the Bell testers who do the work daily and can answer the questions that should be answered. Bravo to the Bell people who have finally recognized this site as "bona fide". It took awhile to institute but it was well worth the wait.
--
My Canada includes Quebec.



Kardinal
Dei Gratia Regina
Premium,Mod
join:2001-02-04
N of 49th
Reviews:
·TekSavvy DSL
·Bell Sympatico
reply to DKS

said by RCMP1234:

So, if someone created a topic about an issue, and someone else has the exact same question, we will have to create a new topic about that exact same issue right? Since we cant view topics created by others
said by justin:

Yes. Just like if you call support.
Deadpool0 See Profile, if the techs see several similar questions in a short period of time (area outage, etc) they might post in the main Sympatico forum to let the community to cut down on the number of questions they might be getting.
--
All of us get lost in the darkness, dreamers learn to steer by the stars
All of us do time in the gutter, dreamers turn to look at the cars -- Peart/Lee/Lifeson
Join Team Helix


moezie

join:2004-04-05
Vaudreuil-Dorion, QC
reply to justin

just wanted to say this is fabulous and keep up the good work!



Deadpool0
Go Sens Go
Premium
join:2001-03-29
Canada
kudos:17
reply to Kardinal

Correct. These guys have been instructed to keep an open eye for any posts within the main forum as well since Anonymous posters can ask for help via the Direct forum.
--
New season starts October 3rd - GO SENS GO



justin
..needs sleep
Australian
join:1999-05-28
kudos:15
Reviews:
·iiNet
reply to justin

By casting my eye over the forum topics in the new forum I can see almost half are not appropriate. Any that are not relating specifically to an individual issue will get moved back into Sympatico open forum or simply locked.

This isn't a way to ask general questions about policy, marketing or roll-out plans. These are Techs, not Sympatico management. They are interested in trouble-shooting a single subscriber.


RCMP1234

join:2007-08-10
reply to justin

I see many people asking about why others are getting upgraded to 6mbps from 5mbps in the direct forum. Can anyone tell me why?



justin
..needs sleep
Australian
join:1999-05-28
kudos:15

that isn't an appropriate topic for the direct forum but feel free to start a new topic on it here.. unless it has already been raised before..


bbiab

join:2004-05-26
reply to justin

it's up to 7. put on 6 if can handle it. there is no 7 on dsl. why are people asking this over and over?



Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
kudos:8
reply to justin

I see more technicians added to the group. (bump) Good to see.
--
My Canada includes Quebec.



quanta
Premium
join:2002-05-07
Toronto, ON
reply to justin

This is an excellent idea. A way to filter technical issues from the rest of us who are just shooting the breeze on the stock price, promos, and beavers!



rizzler

join:2004-07-07
canada

I think having that new forum was a great idea, and also looks like lots of people are posting their issues there.

For the people that posted on the new forum, are your issues being resolved? I'd like to hear some feedback from the members that posted on Sympatico Direct Forum.



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to justin

One of the things we talked about when setting up this forum (and sorry folks, I went to where TigerLord just came from ... Europe for a month ... or I'd have provided a bit more info.

What we saw for the forum was not a replacement for normal support channels, but rather a place to go when normal support channels were just not working, and a place where YOU can initiate the contact instead of Don Brunette having to come through this forum regularly and having to find topics where his team's services might be of use.

Also it would be a good idea to see if members of this forum have a possible answer for you *before* referring it to Don's team. That way, you can provide a link to the problem having been discussed in here when you find no solution forthcoming here.

I haven't seen the topics in the Direct forum (only the mod - Justin and Don's team can see them but I suspect that a lot would fail these criteria.

So, let's try to follow these criteria for the benefit of Justin and Don's team by not overloading them with stuff that shouldn't be there.

Thanks to all ... and greetings from the Salzkammargut (Salzburg area of the Austrian alps)



justin
..needs sleep
Australian
join:1999-05-28
kudos:15
Reviews:
·iiNet

said by sbrook:

What we saw for the forum was not a replacement for normal support channels, but rather a place to go when normal support channels were just not working, and a place where YOU can initiate the contact instead of Don Brunette having to come through this forum regularly and having to find topics where his team's services might be of use.
What he said.
If the forum gets too busy with issues that are in FAQs or already being openly discussed or not a specific issue with a subscriber line, then the Bell staff should politely move them back to the open forum or be instructed to close them off with an apology.

If I look over the other direct forums they are being used specifically for intractable issues with individual lines - usually stuff involving poor signal levels or other things that for whatever reason phone support failed to address well, and the replies are of little interest to the open community. That is, I think, the pattern sympatdirect forum should take. If this isn't clear enough then the first-post warnings will start to make it increasingly clear.

You guys don't want to kill the goose here, Sympatico isn't going to move its support channel onto a 3rd party site so if they find their staff are wasting time picking through requests they may decide to just close up the experiment. I'd even encourage them to wind it back if the forum isn't getting used by the community in the correct way.


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
reply to justin

(topic move) Sympatico Direct forum

Moderator Action
The post that was here, has been moved to a new topic .. »Connection issues wasSympatico Direct forum



Wo1f

join:2007-10-02
Montreal, QC

1 edit
reply to rizzler

Re: Sympatico Direct forum

I can attest to the fact that my problem was resolved in less than 2 hours from my original post, and to my complete satisfaction. I have already posted publicly about this here:

»Re: Total BS from BS!

and will continue to do so any chance I get.

Regards,

Very satisfied Sympatico customer.
Wo1f


secotton

join:2005-03-30
North York, ON
reply to justin

The service from Don's team is absolutely great. My issue was resolved in less than a day when I initiated the process by posting to the Sympatico Direct forum. This is usefull for cases that can't be resolved easily the first time by calling the 310-7873(SURF) number or you end up getting a poor response the first time.

I really hope Bell keeps this service going as it is now helping the customer quickly the first time. Keep up the good work.


newf7

join:2007-09-11
Brampton, ON

said by secotton :
The service from Don's team is absolutely great. My issue was resolved in less than a day when I initiated the process by posting to the Sympatico Direct forum. This is usefull for cases that can't be resolved easily the first time by calling the 310-7873(SURF) number or you end up getting a poor response the first time.

I really hope Bell keeps this service going as it is now helping the customer quickly the first time. Keep up the good work.
Are you referring to this issue »Initial Routing Issues turn into IP range issues where the "resolution" is for you to:
said by secotton :
use the disconnect / connect button on the modem page about 15 times until I got a 70.53 which allowed me to get out to the internet again.

secotton

join:2005-03-30
North York, ON

said by newf7:

said by secotton :
The service from Don's team is absolutely great. My issue was resolved in less than a day when I initiated the process by posting to the Sympatico Direct forum. This is usefull for cases that can't be resolved easily the first time by calling the 310-7873(SURF) number or you end up getting a poor response the first time.

I really hope Bell keeps this service going as it is now helping the customer quickly the first time. Keep up the good work.
Are you referring to this issue »Initial Routing Issues turn into IP range issues where the "resolution" is for you to:
said by secotton :
use the disconnect / connect button on the modem page about 15 times until I got a 70.53 which allowed me to get out to the internet again.
Yes - that is what I was referring to. It wasn't a permanent fix, but it seems as though it is an issue that is coming up right now that needs to be looked into further. I would think it's something that isn't a quick fix, so all they can do is suggest a workaround. I'm sure that first level wouldn't know how to work through this type of issue.

newf7

join:2007-09-11
Brampton, ON

said by secotton :
Yes - that is what I was referring to. It wasn't a permanent fix, but it seems as though it is an issue that is coming up right now that needs to be looked into further. I would think it's something that isn't a quick fix, so all they can do is suggest a workaround. I'm sure that first level wouldn't know how to work through this type of issue.
OK, thanks. Rather than carry this on in two threads, I'll post in the »Initial Routing Issues turn into IP range issues


theninjasqua

join:2007-09-26
Hamilton, ON
reply to justin

I am so glad I found this website a week ago. The Sympatico Direct forum solved my problem in a matter of hours that has taken the front end CSR's over 4 days to sort out. It's just a shame that there are probably a bunch of other customers that aren't as geeky as we are and are going crazy getting no-where like I was before. Thank you !



DS8
IT Consultant
Premium
join:2007-01-19
Thunder Bay, ON
reply to justin

I kind of feel bad for the Bell Employees that come here to help (Undercover) via tools, that wont be able to take part in that forum.

But maybe that is a good thing, there is still always gonna be people posting in main Sympatico Thread.



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable

said by DS8:

I kind of feel bad for the Bell Employees that come here to help (Undercover) via tools, that wont be able to take part in that forum.

But maybe that is a good thing, there is still always gonna be people posting in main Sympatico Thread.
At the same time, remember that the Bell employees taking part in the Direct forum are there because being there is now a part of their job to help users for whom normal support channels have failed. It's a 2 way experience ... first Bell management gets to see what their support organisations are doing or not doing as the case may be, and the customer is getting help.


DS8
IT Consultant
Premium
join:2007-01-19
Thunder Bay, ON

1 edit
reply to justin

Only if they start doing that for Business Class next, it only took me 6 Months to cancel my BIHS Account.

Nothing more to say, but at least Bell in some parts have open there eyes, heck maybe even if they see my post they might see they need major improvements for Business Class as well.

(Note: Not trying to rant, but presently Non-Dedicated Business Class is far worse then Sympatico presently and is getting worse in all areas.)

I was one of many clients that went to business class to escape Sympatico, then things got very worse there after they decided to outsource as well.

(Sorry for my Off-Topic post here, it will not be repeated)


NefCanuck

join:2007-06-26
Mississauga, ON
Reviews:
·voip.ms

I just wanted to post my thanks publicly here, if it weren't for the Bell Sympatico Direct Forum, I'd still be paying $50 a month for less than 1MB/s of service after dealing with the 310-SURF route.

Prompt, professional and went out of their way, just under 4MB/s and steady as a rock

NefCanuck


condor11

join:2007-10-12

2 edits
reply to justin

Another satisfied customer here. Bell messed up this 60Gig limit for contract people (me included). So I posted in the Sympatico Direct forum. That was at 6pm Friday night. I came home at 8:30pm and there was already a message on my phone from Sylvian with the resolution to my problem. Very impressive!

If this communication channel stays open I am sure this will be very good for customers and Bell's reputation.



agreed

@mc.videotron.ca

said by condor11:

If this communication channel stays open I am sure this will be very good for customers and Bell's reputation.
Well said.

ftcnt

join:2004-03-05
Toronto, ON
reply to justin

I also wanted to thank the staff on the Bell Sympatico Direct forum. Their fast and consistent effort resolved my issue.



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable

Concern has been expressed about the security of the Sympatico Direct forum in terms of your giving B1 numbers there.

To reiterate ...

1) Everyone can see thread titles.

2) Only Bell Employees and the moderator of that forum can see anything written in all the threads and write to all threads.

3) As a user, you can only post into threads you started.

4) No one else can read or write to those threads.

5) If you feel overly sensitive about posting your B1 number, I'm sure that something can be worked out with the tech who looks at your thread so that you can give it to him by IM or by email etc.