Well...we do the best we can. If the tech you are calling says he doesn't know something....well its cuz the net admins ignore our requests for information and more often then not we find out things by trial and error. I know this sounds VERY BAD, but for some areas of FP serves all the info we have on modem configuration is this...."whatever is in the modem is probably right". escalate if the customer reset the modem. isn't it nice that the people we work for won't give us enough information to even do our jobs.
For those who know nothing about FairPoint Communications. Their strategy is to buy up markets that no one else wants to serve and operate them for as cheaply as possible. Quality of Service will not go up...it will go down in a huge way.
I work in one of their tech support call centers. We used to be their exclusive tech support for all of their subscribers, however their service was so bad it was costing us money since we have a standard monthly billing, we ended up telling to them to take a hike. One market had about 60% of their subscribers calling in every month. Every time it rained everyone lost sync on their modem.
That properties' tech support has been outsourced overseas.
The worst Fairpoint property my company still handles
has 976 subs. We plan for 390 of those calling in each month.
Our overall average for Fairpoint companies is about 25% of their customers calling in for internet support each month.
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Well...we do the best we can. If the tech you are calling says he doesn't know something....well its cuz the net admins ignore our requests for information and more often then not we find out things by trial and error. I know this sounds VERY BAD, but for some areas of FP serves all the info we have on modem configuration is this...."whatever is in the modem is probably right". escalate if the customer reset the modem. isn't it nice that the people we work for won't give us enough information to even do our jobs.
For those who know nothing about FairPoint Communications. Their strategy is to buy up markets that no one else wants to serve and operate them for as cheaply as possible. Quality of Service will not go up...it will go down in a huge way. I work in one of their tech support call centers. We used to be their exclusive tech support for all of their subscribers, however their service was so bad it was costing us money since we have a standard monthly billing, we ended up telling to them to take a hike. One market had about 60% of their subscribers calling in every month. Every time it rained everyone lost sync on their modem. That properties' tech support has been outsourced overseas. The worst Fairpoint property my company still handles has 976 subs. We plan for 390 of those calling in each month. Our overall average for Fairpoint companies is about 25% of their customers calling in for internet support each month.