Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit |  Raise Profile and Slow Speed cases processing
The idea is to identify the troubles vs. modifying queries and avoid many issues regarding "Fast/Interleave Path" and slow/high profiles modifications.
I believe, this change is made for good.
The follow-up will be more clear and "unfair" lowering of DSL profiles will be minimized.
Please, if you have working service (within the contract terms and conditions) but you want improvements,
clarify that when you call or e-mail our support staff in order to avoid misunderstanding and/or improper lowering the speed.
For example, if your DSL works, but you believe for some reason that your speedtest results are lower than your brother, neighbor or forum friend, please explain.
Otherwise, if a generic "trouble" ticket is submitted to Bell (as many times happens) for such working line, a generic "lowering for stability" may occur, regardless all efforts, additional notes and so on.
That's why the new internal Acanac rule is implemented.
Now, a dedicated person will synchronize, explain, forward or reject all
Raise Profile and Slow Speed queries
before they reach the next (bell) support system.
Best regards.
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