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rahlquist
Redeye

join:2001-10-30
Villa Rica, GA
Reviews:
·Charter
reply to speedxdesign

Re: [HSI] Maintenance Schedule

Good luck with this. My node and others around me have been being attacked by preventative maintenance since 10/2. I have started over 5 threads here in the direct forum and while they have tried to help, the tickets for the node work keep getting closed, and then a new one opened seemingly the next business day. Over and over and over. And I keep seeing the same subcontractors(driving their own trucks not charters), hard at work holding the fender of their pickup up while staring a lawn warts they have opened. The only notification I get is when I call to complain and the automated system tells me there is a maintenance window in my area. Of course the automated system wont tell you how long the window is for.

So basically with charter its a we will give it to you when we want and you will live with it kind of thing.
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DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:20
None of the last mile residential providers give maintenance notification for their networks, at least not that I've seen with ATT, Verizon, Charter, Comcast, Cox, TWC, etc.

For the most part their systems aren't setup to handle it. It needs matching street address to equipment being worked on to customer email address and that just isn't available. Frequently the systems are silo'd and not interconnected very well if at all. Billing will match node to address, but the problem ticketing system isn't connected to billing and neither are connected to customer email lists. It's also the reason why notes from calls to tech support rarely, if ever, make it on to the work order the tech sent to home has. It's two different systems with little interconnection, often with the tech work order being generated by the billing system, not the problem ticketing system tech support uses.
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If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.

15444104
Premium
join:2012-06-11
Well if they can't send out individual e mails why not just post work areas on their website, sure it may be a "general" location but that would at least let folks who will have slow downs or no service be aware of the possibility.

It definitely is true that customers will be understanding of service outages or slowdowns IF they are given some warning in advance as far as maintenance is concerned.

How about it Charter ?

kherr
Premium
join:2000-09-04
Collinsville, IL
Reviews:
·Charter
When I was with ATT they had normal work windows posted somewhere. They were like 2A~3A in the morning. If the line was down and it was this time period, it was a normal work window ......

The only time I was down was one time I got home from work and was up the next day by the time I got home from work. I didn't bother calling seeing shit happens and I wasn't in the mood to trouble shoot if the problem was on my side or theirs. It turned out that a vendor messed up a router upgrade in Chicago and the entire CO was hit.

I always wait a day if something is wrong to see if "something is wrong" or just someone is working on a line near me or something. No reason to get up in an uproar, it's not like I need the line to run a business or something. The TV has always worked so I know the line is intact. I had an issue when they first install HD and HSI, but was resolved quickly. Everybody here says how bad tech support is and is totally clueless above their scripts. The couple I talked to knew their stuff and was very professional and helpful. I guess it's luck of the draw ....


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:20

1 edit
reply to 15444104
Click for full size
said by 15444104:

Well if they can't send out individual e mails why not just post work areas on their website, sure it may be a "general" location but that would at least let folks who will have slow downs or no service be aware of the possibility.

How "general" are you talking about? cities? streets? street numbers?

Frequently the trouble ticket systems may list devices and device ports to choose from, a list of nodes if they're lucky, node and leg number if they're really lucky. Node naming may indicate the city they're in, if they know the naming scheme. The information they're missing is streets affected.

Getting the streets and address numbers out of a device name or 5-8 digit node number is tough.

Customers who don't know the node or devices they're connected to wouldn't know if they're affected if Charter posted it.

For example, look at the screenshot above from TWC RRs network page.... occasionally they have street numbers, but more frequently it's just node numbers. The yellow items seem to be Wi-Fi service related which is being installed by their Business Class division.
--
If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes.