New Charter Direct Support Forum Launched > Private?

reply to DadCooks

Re: Private?

Down under we have Whirlpool, the Aussie internet meeting place somewhat similar to BBR.

My ISP, Internode, as do quite a few others, have their chat lounge and a place to have a gripe about their service.

The boss of Internode, Simon Hackett often will buy in to a thread and take up the OP's concerns. Also a lot of the Internode Tech and other support staff will watch the Internode chat area and will come on board to help a poster with their problem. Mind you if the OP can be helped via other comments well and good.

Works well without giving away the OP's private details.

reply to fatness
fatness

For years the techs easily handled this by having the individual PM any information that NEEDED to be private(MAC, IP, Account #). IF those techs were to post today they would be fired. 95% of the information can (and should) be publicly available. There is no reason to hide information about an area having router (or whatever) issues. This will not cause any additional problems for any user.

In the past when you were having any issue you could often find another thread from the same area. It is much more difficult for an ISP to deny there is a problem if you have a dozen people (openly) posting about the same issue. If you hide all the information (city of issue, etc) the ISP can easily deny that there is any issue. This situation can easily be documented by going through the older threads. It was not a rare occurrence for posters to mention that they had called in and customer service said there was not issue, yet there would be multiple posts from that same area about the same issue in the forum. Hiding non identifying details is putting the users right back into that same situation(no way to disprove the ISPs denial).

For instance how much of this(see below) could not be done in the open?

TBS HD out for me in 75087
Available in my area
Problem with digital cable
Pre-Qual for my home???
Slow speeds at random times on Montgomery
Contract ending; What are my options?

These are the current topics in the private (closed) forum.

reply to bombadill

reply to Lazlow

Yes, some may require SOME private information (easily handled by PM) but all of them are topics that concern many people.

If one lived in 75087 it would be nice to know what is going on.

If one lived in the same area it would be nice to know if service is available (www.charter.com is notorious for being wrong).

How to diagnose problems with digital cable or the area the problem is occurring in.

How do I pre-qual my home?

If I lived in Montgomery and was also have slow speeds at random times.

My contract is ending, what are my options.

These examples were not cherry picked, they were just the threads on the page.

Unfortunately it has. If you look at the way they now respond(as compared to a year ago), they will post almost nothing in the public view.