jfmezeiPremium
join:2007-01-03
Pointe-Claire, QC
kudos:22 | reply to InvalidError
Re: Bye bye TekSavvy. ElectronicBox or Distributel? A smaller ISP whose staff are not overwhelmed are more likely to be able to follow up on a problem. And when the customer calls in, the odds are greater that he can chat with the same person.
larger ISPs are forced to "automate" things more because when the customer calls back, he will end up on some other CSR who has no idea of what has happened so far. And it is much easier for a file to be left standing with nobody taking action.
One example: customer calls in to cancel. The ISP processes teh cencellation and closes the account. But ISP forgets to relinquish the service with the incument (who refses to allow another ISP to sign that customer because first customer still has the line).
Because the customer is no longer a customer of the old ISP, his problem reports don't get flagged because the system doesn't expect former customers to have outstanding issues. |
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| said by jfmezei:One example: customer calls in to cancel. The ISP processes teh cencellation and closes the account. But ISP forgets to relinquish the service with the incument (who refses to allow another ISP to sign that customer because first customer still has the line). If the cancel process is properly automated then "forgetting" would be technically impossible since no human would be involved in making sure every concerned party is notified.
In principle, automation should reduce the number of things falling through cracks since human error is the root cause of most instances.
Where automation may hinder resolution is that you end up with fewer staff who know how to fix things when bugs in automation cause unexpected situations... but bugs in automation are ultimately human errors as well 99.999999999999999% of the time. |
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 eboxnat
join:2011-05-06
Montreal, QC
kudos:6 | reply to jfmezei
said by jfmezei:One example: customer calls in to cancel. The ISP processes teh cencellation and closes the account. But ISP forgets to relinquish the service with the incument (who refses to allow another ISP to sign that customer because first customer still has the line).
OMG can I rant?? Please please??
It's not so much forgotten, its more like delayed.
I frigging hate having to deal with a client doing an inter TPIA transfer. Never ever ever does it go smooth and even though every time I sign someone up with advance warning that it will not be a smooth transition, they get frustrated.
The problem following that is normally the CSR from the other ISP dealing with the client after I tell them the bad news, no disconnection request yet, and that we have no choice but to wait until it is (even as late as two to three weeks after client has stopped paying for services), the CSR will advise the client that in fact, the account is in fact closed, and we have it wrong.
But I digress, this would not be such an issue if our cable provider was less strict about inter-TPIA transfers.
Happy Friday morning everyone 
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Electronic Box Inc.
»ELECTRONICBOX
Natasha Contardi |
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jfmezeiPremium
join:2007-01-03
Pointe-Claire, QC
kudos:22 | said by eboxnat:OMG can I rant?? Please please??
Nop !!! You didn't say "Pretty please".
It would simplify matters if Videotron allowed multiple subscriptions per home. This way, ISP-2 could start service at a home before ISP-1 has removed service, and ISP-2 would not prevent ISP-1 from offering the service. And when ISP-1 removed service, there would still/already be TPIA attached to the link so Videotron would know not to send someone to disconnect.
Videotron would charge both for service so it woudln't lose any money. And ISP-1 would have incentive to clean up its act since it loses money when it continues to pay for a line when the customer has left them. |
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DavesnothereNo-BHELL-ity DOES have its Advantages
join:2009-06-15
START&Cogeco
kudos:6
4 edits | said by jfmezei:It would simplify matters if Videotron allowed multiple subscriptions per home....
FYI, thru my discussions with START, it appears that despite OTHER negative issues that some of us have with Cogeco, that COGECO allows exactly what you suggested to occur, at least when THEY are the current Cable ISP.
We do not yet know how Cogeco would administrate things when TWO Indie ISPs were involved in a switchover of Internet service, as there are so few markets so far in which that might occur.
OTOH, 'the Cable ISP who has expressed a wish thru legal channels not to be mentioned by name by Indie ISPs'  has a policy/behaviour more like what has been described here for Videotron.
That's ROGERS, BTW.
Y'know, this silliness at Rogers reminds me of the time when a certain musical celebrity had to be called 'The artist formerly known as Prince', because he would not tell the media how to pronounce the cryptic symbol which had become his new name at the time.
However, that other IISP makes no secret about how to prounounce THEIR name - in fact even has actors yelling it loudly in some of their ad spots - so it must be JF who has the pwonunciation pwobwem in their case. 
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We have only 2 things about which to worry :
(1) That things may never get back to normal
(2) That they already HAVE !
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START Forum »Start Communications
Or you can still use Canadian Broadband.
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