Fangz
join:2000-10-11
Magna, UT
| reply to Drew502
Re: [Connectivity] New Support Parameters
One thing I forgot to add after reading »charter drivers
NIC/Ethernet driver installation. From my time at the VCC if a customer called in wanting assistance with NIC/Ethernet drivers, we’d ask first if this is a card “we” installed, user installed or OEM install.
If “we” installed it, we’d walk through the driver install, if they had the CD. If they did not, we’d refer to the LO (Local Office) to get the EZ Install CD. But now with the OS limitation, that now blows this support option away.
If the NIC/Ethernet was installed by owner, 3rd party or OEM we would refer to that manufacturer for support.
WindowsXP has generic NIC/Ethernet drivers built in by default.
This may be old information but can be still useful if it’s correct. |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to Drew502
As of 2/12/06, the MNCC (supporting Mn Ne, Mo, Ar, Il, In) will be switching to the new support structure.
Windows 98SE and ME will be dropped from our support scope, however reps will be advised to give one attempt when reinstalling USB / ethernet drivers.
The rest of the unsupported products we will provide default settings for, but will not walk customers through anything. |
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Fangz
join:2000-10-11
Magna, UT
| reply to Drew502
You can use Microsoft Outlook with Charter’s network.
It’s just that the technicians and phone support will not walk the end users through the setup prompts or for general support issues.
Outlook Express is free software that comes with (most) every version of Windows, while Microsoft Outlook is part of paid software in the Microsoft Office Suite. |
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curious_me
@nc.charter | reply to meestermole
Why would Outlook not be supported? |
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meestermole
join:2005-11-29
Winsted, CT
| reply to psafux
From an installers point of view, systems with 98 or ME usually run like crap and can open up a can of worms during service calls, even on systems with good antivirus.
One should keep in mind that systems with an older OS probably has older HARDWARE. Older namebrand systems only have a lifespan of around 5 years. Hard drives fail, network cards get flakey, etc. That's why I'll try to get a customer to do a self install on those systems. When you only get an hour for travel time, time to run an outlet, and PC setup, troubleshooting a flakey PC can ruin your day. Especially with a customer freaking out behind you.
As somone who works on enough computers for people, i've seen e-mail problems caused by many things, bad clusters on hard drives can cause corrupted .dbx files in Outlook Express. Not to mention that if someone gets a LOT of junkmail, a .dbx file over 2GB will corrupt OE.
I try to use my best judgement before getting involved with installs on older systems. |
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psafux
Got Grep?
VIP
join:2005-11-10 | reply to stivvy
thats what I thought as well. I think we should drop everything below 10 since we can't do a whole lot for troubleshooting with them. |
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stivvy
Technonerd
join:2002-05-08 | reply to Fangz
One other thing, Macs are supported OS 9+. We don't support 8.6-8.99 anymore. Support for 9-9.99 end of life is probably close as well. |
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Fangz
join:2000-10-11
Magna, UT | reply to Drew502
Thanxs for the correction...
Tells ya how long it's been since I've left. |
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Drew502
join:2005-05-19
Louisville, KY | reply to Drew502
Actually Fangz,
95 and NT are not supported at all the rest of it is basically correct. |
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psafux
Got Grep?
VIP
join:2005-11-10 | reply to Fangz
we will continue to support Mac Mail & Entourage. That is about it to the best of my knowledge. |
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Fangz
join:2000-10-11
Magna, UT
| reply to Drew502
So it all boils down to this.
Microsoft:
Win95 – Best effort or unsupported
Win98 – Best effort or unsupported
Win98SE – Best effort or unsupported
WinNT – Best effort or unsupported
Win2k – Supported but just a matter of time for end of life cycle
WinXP – Fully Supported
Codename Vista – Still in Beta
Mac:
8.6 to current – Supported
Linux (or other distros):
Not supported
Outlook Express:
Limited Support
Outlook:
Not supported
Online Games:
Not supported
Did I miss anything? |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to zxarkov
back on topic :P
The official word at the MNCC (FTW)
We will continue to support 98SE etc for a couple more weeks. At that time, we will attempt to resolve the issue once. If it fails (USB install anyone?), we will tell the customer they contact 3rd party assistance..
We will continue to support OE for the time being we will be setting new customers up with webmail access unless specifically requested to setup OE:
We will setup one account.
Any problems, we will check servers and verify webmail works. |
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zxarkov
join:2006-01-29
Oshkosh, WI | reply to Drew502
playing games at work is just asking for trouble ie I dont |
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Jamamp1
join:2006-01-25
Louisville, KY | reply to zxarkov
There are still some games sites that work...:) |
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zxarkov
join:2006-01-29
Oshkosh, WI | reply to Drew502
Clarification: Charter still offers support for win 9x for the momment in the great lakes area...currently customers are advised of the future change and recommended to update their os. |
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macflow
join:2005-11-18
Louisville, KY
| reply to psafux
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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psafux
Got Grep?
VIP
join:2005-11-10 | reply to macflow
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 | reply to emmten
they wish, charter websensed gamesites a year ago lol |
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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
| reply to DA
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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