Drew502
join:2005-05-19
Louisville, KY
| [Connectivity] New Support Parameters
For Charter as of this month (1/23/06) support parameters have changed.
For Operating Systems
Windows 98/98se/ME are now considered dead operating systems and will have limited support in the realm of checking tcp/ip settings, disabling firewalls, and releasing and renewing of ip address.
Anything other than this will no longer be assisted. USB drivers will not be reinstalled and no device manager checking or driver work will be done.
Nothing will be done to disable or prevent these customers for connectivity but Charter will not support operating systems deemed obsolete by Microsoft. Also, along these lines Microsoft will be dropping support for these OS as well.
For Email
Charter will provide the following information.
Server settings
Disabling of firewall/av
Customer educational materials and documents
Voice interactive setup walkthrough
Point of contact for email client manufacturer
Charter will no longer.
Troubleshoot client connectivity
Recreate accounts in client
Repair/reinstall mail client
Troubleshoot attachment issues
Setup accounts or identities |
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deja1970
join:2002-08-28
North Richland Hills, TX | Per who? We havent gotten this information in our call center. |
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macflow
join:2005-11-18
Louisville, KY | reply to Drew502
dang too bad I got out before I got to utilize this, theres some customers you can't help with email or usb drivers if your life depended on it
good times |
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DA
join:2002-04-13
Greenville, SC
 ·Charter Pipeline
 ·ViaTalk
| reply to Drew502
This will probably anger a lot of people, but I can understand why Charter did this since Microsoft EOL all the above listed products.
I would have handled it a little better, maybe sent out an email explaining the situation to their customers so that when some grandma calls in she is prepared for limited support. |
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psafux
Got Grep?
VIP
join:2005-11-10 | reply to deja1970
MNCC has not received this notification either. I will wait for official word. |
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psafux
Got Grep?
VIP
join:2005-11-10 | i just checked support.charter.com - it says the same! sweet! |
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Drew502
join:2005-05-19
Louisville, KY | reply to Drew502
Per the new training documents being pushed. Info is at support.charter.com. |
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Jamamp1
join:2006-01-25
Louisville, KY | reply to Drew502
To add to the above parameters, for email problems, Charter would recommend you stick with mail.charter.net. If you're having an Outlook issue, try logging into mail.charter.net as it's the only real email "client" we support now. |
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Vodka2
join:2005-12-20
Sacramento, CA
| reply to Drew502
Oh, you HAD to know I'd be responding on this one.
Charter did one thing I can agree with. If Microsoft won't support ME, why should your ISP? At this point, ME is over 5 years old. Come on! Dump it and go to XP already. (or Linux)
The reduced email support concerns me, especially when it comes to connectivity. Anyone that worked there knows how reliable that mail cluster really is... *sigh*
Customer: "I CANT GET TO MY EMAIL!"
Support: "Too bad."
Customer: "WAIT NOBODY ELSE CAN EITHER!"
Support: "Oh well."
Management: "Heh heh ... one more call lasting a minute or less. Damn I love metrics! ... in my pants." |
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Drew502
join:2005-05-19
Louisville, KY
| reply to Drew502
It's just client support reduced not email support. They recently dumped a bucketload of cash to bring their webmail interface up to date for customers to use so that they could go the route of many other isps and not offer third party app support.
You can still get email support for the webmail interface that includes all the support that third party used to get and more. The difference is we'll get a lot less calls where just updated itself and for god knows what reason added to it's blocked app list. |
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Fangz
join:2000-10-11
Magna, UT
| reply to Drew502
Can’t count how many times I had users with Win95, NT or Linux and had to advise them of support boundaries.
Why bother to try to inform the end users with a mass mailing of support boundaries? All that will do is fuel the call volume make the user more irate with S2S.
While I was on phones, about 50% of my calls were Win98(se) and WinME. I tried to inform the users about end of life support from Microsoft and that Charter will follow.
You can bet that once the end user is informed of support boundaries they will either try to push the envelope, escalate the issue or may cancel. |
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Vodka2
join:2005-12-20
Sacramento, CA
| reply to Drew502
Drew, that's pretty fair.
I've seen the webmail interface, trying to help my newbie mom through it, and it's not as good as it could be. In fact, I had to write down a translation on quite a few functions... between what makes good common sense, and what she was looking at.
But it was worth the effort, and if management would get off their ass and make it right, it'd be a hell of an addition. |
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deja1970
join:2002-08-28
North Richland Hills, TX | reply to deja1970
Ok in checking KMS the parts about 98 and ME were verified but the parts about email are incorrect.
We do still provide limited support (rebuilding accts and such) for Outlook Express. |
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Drew502
join:2005-05-19
Louisville, KY | reply to Drew502
Deja I have training documents here that were copied verbatim. The info is not incorrect. |
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DA
join:2002-04-13
Greenville, SC | reply to Drew502
I did not see the info on supporting email clients... Is it a standard practice in the industry to not support non-webmail clients? |
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macflow
join:2005-11-18
Louisville, KY
| they dont really need to walk people through it when they can send the "pushdocs" on it to the customer to review and follow the simple instructions. I could see this coming (I hoped anyways) with all the firewalls out there (mainly norton) that keep blocking the smtp server on individual pcs, those calls are a bear when you get someone who has no idea if they even have a firewall to turn it off. Outlook being microsoft's product and the firewall being someone else's, there's no sense in charter supporting anything outside of being able to tell you what servers to use. Kinda like webmail...we can give you a login and pw, but you're on your own when it comes to uploading, ftp, whatever it's not the ISP's forte'. Besides, with 4 million calls in queue everyday, what else can they do? They've gotta eliminate some of the crap tying up the phone lines for so long. This was a smart move for Charter, for once |
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emmten
Clowning all the rookies
join:2003-03-13
Riverside, CA | reply to Drew502
haha, you guys are just glad you will have less calls and customers to handle and more time for your games ;> |
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macflow
join:2005-11-18
Louisville, KY | they wish, charter websensed gamesites a year ago lol |
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psafux
Got Grep?
VIP
join:2005-11-10 | it can cause longer calls as the customer argues about it. btw mac, im wide open here.. we need external resources to do our jobs in a reasonable manner. the entire call center is wide-open except for quality dept and new-hires are websensed. |
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macflow
join:2005-11-18
Louisville, KY
| well right when I came in training they took games away from our center cuz too many peeps were playing em while on calls, other than that the only other thing that I can remember that was blocked (beside the obvious porn, etc) was webmail sites, oddly enough |
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