General > General Technical Chat
Whole village broadband goes every day at 7am
G7PSK:
Is it possible that the broadband in the village is via a radio link system with a central mast. Some isolated areas are hooked up like that. Also it must have been a continuous signal as turning the TV off solved the problem instantly, may have a large burst followed by continuous transmission. Otherwise they would not have known until the following day if the problem was fixed.
Gyro:
--- Quote from: Cerebus on September 23, 2020, 02:18:19 pm ---I get the impression that every area has a bunch of trained monkeys, and a few guys who are interested and understand what they're doing. First visit you whom get is pop luck, second visit ditto, third visit the local supervisor bends the system a bit and assigns someone from the 'known good' category, probably people with a high fix rate who when they mark a job "tested and working" it actually means "tested and working" not "send another guy in three days if the root cause is anything vaguely out of the ordinary". As in all large organizations that are run on procedures, processes, rules and the like there are people who keep out of trouble by just following the procedure and there are people who actually do their job.
--- End quote ---
They have different levels of staff and an escalation procedure (or so the last Openreach 'troubleshooter' told me when we had a persistent problem a few years back). It makes economic sense (for Openreach). They don't want your more experienced, and presumably better paid guys bogged down with the daily crud that lower skilled staff can do, they'd get fed up and leave anyway.
Most companies have some sort of escalation procedure, whatever their activity - Unless it's Sky or Virgin of course, they're universally crap. >:D
Electro Fan:
--- Quote from: Cerebus on September 23, 2020, 02:18:19 pm ---
--- Quote from: nali on September 23, 2020, 02:01:41 pm ---Day 3 I stayed home while another engineer came, spotted the issue straight away and was pretty angry that they'd been made to look like a bunch of twats and promised he'd "have a word" when he got back.
--- End quote ---
I get the impression that every area has a bunch of trained monkeys, and a few guys who are interested and understand what they're doing. First visit you whom get is pop luck, second visit ditto, third visit the local supervisor bends the system a bit and assigns someone from the 'known good' category, probably people with a high fix rate who when they mark a job "tested and working" it actually means "tested and working" not "send another guy in three days if the root cause is anything vaguely out of the ordinary". As in all large organizations that are run on procedures, processes, rules and the like there are people who keep out of trouble by just following the procedure and there are people who actually do their job.
--- End quote ---
Pretty much this ^ exactly.
It seems almost endemic in the telecom industry.
Unfortunately the typical telecom company environment becomes so mindlessly rigid that little incentive remains for anyone to fix the environment. As a result customers are forced to choose between accepting a persistent problem or spending inordinate amounts of time to get the problem addressed and resolved when if any of the three was working properly among the triumvirate of “people, process, and technology” the problem would have been either prevented or readily fixed.
Ian.M:
--- Quote from: rdl on September 23, 2020, 01:32:01 pm ---I didn't think there could be an internet provider more useless and incompetent than Comcast, but apparently I was wrong.
--- End quote ---
What's worse, BT/Openreach provide the infrastructure to *ALL* UK ISPs that offer (A)DSL service over POTS outside the Hull Telecoms area (the last surviving independent municipal phone company), so its virtually impossible to get broadband without using their services. Even if you sign up with a cable company or for mobile data, there's a very high probability Openreach will be involved with the backhaul.
Cerebus:
--- Quote from: Gyro on September 23, 2020, 02:59:46 pm ---
--- Quote from: Cerebus on September 23, 2020, 02:18:19 pm ---I get the impression that every area has a bunch of trained monkeys, and a few guys who are interested and understand what they're doing. First visit you whom get is pop luck, second visit ditto, third visit the local supervisor bends the system a bit and assigns someone from the 'known good' category, probably people with a high fix rate who when they mark a job "tested and working" it actually means "tested and working" not "send another guy in three days if the root cause is anything vaguely out of the ordinary". As in all large organizations that are run on procedures, processes, rules and the like there are people who keep out of trouble by just following the procedure and there are people who actually do their job.
--- End quote ---
They have different levels of staff and an escalation procedure (or so the last Openreach 'troubleshooter' told me when we had a persistent problem a few years back). It makes economic sense (for Openreach). They don't want your more experienced, and presumably better paid guys bogged down with the daily crud that lower skilled staff can do, they'd get fed up and leave anyway.
Most companies have some sort of escalation procedure, whatever their activity - Unless it's Sky or Virgin of course, they're universally crap. >:D
--- End quote ---
Yes and no. I'm talking about specifically the first line local guys and the variability between them. You'll know if you've been escalated up to the next layer, it's a quite explicit process. (Says a man who, in the pre-openreach it's all BT days, once had a fault escalated all the way to the chairman's office, which has/had a specialist fault management team, where it still sat for around 3 months before it got resolved. At one point in time it felt as if my life was 50% managing BT's management of faults.)
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