Lack of care or skills within BT

I have over that last few months had consistent issues with my broadband connection droping
So i went through the frustration of trying to get BT support to understand the issues
An engineer was sent (an engineer who fixes lines and knows nothing about IP, routing or how applications travel on IP)
He tested the line and found not issues, which is what I expected as the issue was at layer 2 and above.
Without asking the fault was closed.
I was still having issues and yet again went through the frustration of trying to get BT support to understand. This time i was asked to replace the home hub 2. This arrived by post and it was broken. I again rang support
Another engineer who did the same line tests and tried to put the broken home hub on to the line. Did not listern to me at all.
I should say at this point, I'm fully skilled in IP, routing, etc as I was a Cisco IP network designer.
This sorry tale went on and on even with second line support and attempted escalations to managers - and that’s a joke.
Yet another engineer who turned up without my knowledge, a replace home hub to home hub three, a switch of the copper pair, a re-patch on the cabinet and a re-homing on the DSLAM at the exchange, so in other words a new install and we seem to have a stable broadband.
As you would expect I asked to monitor the connection for 5 days before I would consider the problem fixed. They however closed it without confirming with me.
I have today attempted to get some sort of compensation from billing for a rubbish broadband service. They informed me as it was not a fault (WHAT) – A line dropping is not considered worthy of compensation.
I then contacted the faults team about this and after explaining my frustration at this managed to get 20 days (13 odd pounds of compensation – what a joke)
Suffice to say I’m off back to Virgin. 50 Meg and it never went wrong

Hi cdeakin,
Welcome to the forum.
I am sorry to hear of all the problems you've had with this. If you could send in your details we'll be able to look into this further for you.
Please click on my username, and you'll be able to get our "Contact us" link.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

Lack of care

I have had this LG Lucid for 1 1/2 years not been pleased with it from the start. I had recently not been able to download vids or pics from friends or family. So I called the lack of customer care center and he talked me into getting a NEW refurbished (oxymoron), because he could not get the phone to download the pics. Well my old phone I sent back in and it had a small break in the corner, I am talking 1/4". I got charged 299.00 for this phone.
And I had insurance on the phone.. well the these ppl don't care. What they should have done (customer care!!!!) is sent the claim in on my behalf at that point. FGS.. I would have done that for my customer. Simple,, this company charges the most by a long shot for SERVICE.. really. What service, yes we get mobile phone in most areas, but that's not all we ask for for paying so much for Verizon.
I get this New refurbished phone and now this thing shuts down out of the blue.. I have not called them on this. I am about to change carriers.
sincerely,
Very Displeased customer

Hi usivaj,
I have found your complaint in the system, and will ask the Australian Care team to contact you as soon as possible.
If this or any post answers your question, please remember to help others by pressing the 'Accept as solution' button.

Lack of CARE from Customer Care - Need an Aust con...

I raised a complaint via the contact us above and to be honest.
it is the WORST experience I've ever had. The customer care is useless. It has now been over a month and everytime I go back to them, they answer with the same response. I posed several questions and they come back with the same answer and NEVER answer the questions I've asked.
To be honest, they must be imbeciles as no matter how many times I point out my questions,. they still don't answer them,.
I'm fed up with Nokia and will not recommend it to anyone. I've also sat down with the board of my company to phase out the use of Nokia's as there is no service.
Please provide me details of an Australian manager I can raise my complaints through as my next step, in the next few days, will be to go through the ombudsmen and drop a side not to Today tonight/A Current affair. As I've seen ALL over the net and on the forums, there are a lot of unhappy people with a useless product!

Hi usivaj,
I have found your complaint in the system, and will ask the Australian Care team to contact you as soon as possible.
If this or any post answers your question, please remember to help others by pressing the 'Accept as solution' button.

BT Lack of care via telephone. Help from here appr...

Inifinity fitted on Thursday and as a result lost the BT link to Sky.
35 minutes and four different, repeated, conversations with the Call Centre resulted in an offer for a BT Engineer to return and reconnect Sky.
Now I am told this isn't BT's problem (Despite the problem being caused by a BT Engineer)
BT are happy to charge me to correct this but empasise it is at my cost.
Can you explain why BT can leave equipment, that isn't theirs, in a failed state then claim 'Not our responsibility? Is it legal?
I have said remove Infinity and take me back to where I was. As in, disconnect me.
BT attitude is 'Suit yourself.' Fantastic Custemer Support.
So. I shall. My 3 brothers and sister will also take their business away. My 3 children will. 5 of my colleagues at work are also going to transfer to a different supplier. 6 of my wife's friends will also be removng their business.
I doubt BT care, and realise our business is immaterial, but what an attitude. 'We broke it but you need to pay us to fix it.'
Is this attitude legal? I suspect if a builder or mechanic worked like this they would be out of business fairly quickly.

It may be the link via a normal telephone socket that is used for the on demand content of sky.
When the engineer installed the infinity did he explain that depends on how your sockets are wired you may not have service on them all when he has finished his installation process?
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

DOA iMac - Apple "Lack of" Care

My 24" 2.8 GHz iMac arrived on Wed 8/22. I was disappointed to find that it had a malfunctioning fan and Tech Support deemed it DOA and needed to be returned. I was informed that shipping labels would be overnighted to me. Apple would not send a replacement until the original was returned.
Two days later....no labels.
Another call to technical support...20 minutes on hold and then a helpful guy who says he'll call Returns directly and solve my problem (no useful info had been recorded in my case file). He calls me back later and says HE CANNOT GET THROUGH TO ANYONE IN RETURNS but has "escalated" my issue via e-mail. What a joke.
Apple seems content to hang on to my money (maybe I should ask for interest?!?!), but meanwhile I have no indication of when I'll receive a working unit and no way of contacting anyone with the ability or willingness to do something about it.
Any suggestions for cutting through the red tape?

Unfortunately, not all machines will arrive in perfect working order, some do get rough handling during transit. This is true of all makes not just Apple.
However, from my own personal experiences of Apple Customer Care, the treatment end users recieve from Apple is awful. I recently had 2 replacement Mac Pro's sent out the first of of which was damaged in transit. While I did eventually recieve a replacement unit, it took over 8 months for Apple to decide my original unit was beyond help and agreed to a replacement being sent out.
During the 8 months, the original unit was not useable and so was packed back up awaiting a solution (fortunately I had a trusted PowerMac G5 Quad to use as a back up so I was able to get some work done but did however build up quite a backlog of work and eventually had to turn work down in an attempt to ease the amount of backlog. The work I had to decline cost me several thousands of pounds in lost income which Apple gave no consideration to or compensation for.
I purchased the extended warranty which Apple transferred to the replacement machine but decided to dock the original 8 months from the warranty period. Hardly good customer relations. Apple agreed the original machine was in effect a lemon and agreed it could not be used yet the penalised the replacement machine from having the full 3 year warranty period.
After this episode and experience, having had to fight to get anywhere with technical support, eventually I escalated the problem to their Executive Relations Deprtment, 8 months on I get a solution which should have been offered immediately. Not happy. Apple just adding insult to injury.
The replacement Mac Pro has so far worked without issue and is a joy to use, unfortunately Apple's after care leaves a very bad taste in the mouth. They really do need to get it sorted out.
When it is time to replace my current network of systems, in light of my experience with Apple since the Intel switch, I doubt I will be replacing any system with another Mac. I will have no choice but to switch back to Windows based systems unless Apple really get their game and build quality back on top form. OS X is a joy to use, I just wish the machines Apple provide to run this platform on were up to the same high standard as the OS.
Hardly as Apple state on their web site "absolutely flawless integration of hardware and software", "Macs just work". The jury is still out on that.
This is not an Apple hate post, just an honest post from an Apple customer sharing my experience with Apple so far. I have to admit when I was using PowerPC based machines I only ever had one need to call tech support and the problem was sorted out pretty quickly, however since I swapped to Intel based machines, the need to contact Customer Care has been increased significantly and the over all quality of the machines I have received has been poor.
Keep at it if you are unhappy, escalate the problem to Executive Relations if need be and when you do get your replacement machine I hope it is a better experience all round for you.

Monthly Payment Plan & lack of care!

I am in my mid 70's & I have been with bt for about 50 years for phone only. I have been on a monthly payment paln of varying amounts all under £30 a month. I thought I was on anytime call plan, however it was only weekemd calls. When BT restructured the prices of calling time and evening rates went up considerably, so do my bills. My last quarterly bill was £145 of which £91 was for calls to uk landlines £46 for line rental and £8 for other calls. BT called my and said my monthly payment plan payments were too low and they were putting them up to £79! I discovered when my last quarterly bill arrived that I was only getting weekend calls free. It is disappointing after being a customer for 50 years that when the customer service agent called me regarding my monthly payments that they didn't inform me why my bills were so high and suggest that they put me on anytime calls. However, they didn't and had a pensioner paying £60 a month more than necassary!!

I would agree that you should be on Anytime calls, and you should arrange that straight away if you haven't already done it. That should cost £22.45 a month plus any non-inclusive charges.
As to your monthly payments, it's not possible to say what you should be paying as that depends on how much of the £145 had not been covered by your credits. If you can post a bit more detail there might be some specific advice on that.
In general terms though, my view is that the way adjustments to the monthly DD work can be a bit of a swindle, and I'm currently pursuing this with BT. As well as posting more detail, have a look in MyBT > My bill > Manage your payments > Change regular payment > Change payment details > tick "Change the amount you want to pay". When you click on the current amount what does it say in the pop-up box?
You can click the white star next to this message if you think it was helpful.

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Shocking customer care

I am a new customer of bt my account number is . On 8th/9th April 2014 i phoned bt as my broadband service is not of a standard i am paying for. I was told to call the tech team which I did. After numerous long winded conversations i got no where and asked to escalate the call and to speak with a manager, I was refused as the manager was going off shift in 5 minutes, i asked for it to be passed to a manager of the next shift and was told no as its not protocol and that a manager would call me within 48hrs.
Wednesday morning 9th April i speak to the customer option team and raise a complaint as I was misled when sold the product, I was told it would power my now tv box but the mbs into the house doesn't power it, yet your salesman assured me it would when I purchased bt internet and phone.
Thursday 10th i get a call from Indian call centre tech manager saying that he is waiting for the sales team to speak with him and will be another 48hrs.
6 days later
Wednesday 16th no one has called, i speak with Carl in customer options team he apologises that no one has called me, whilst on the phone to him he is speaking with the people who are supposed to be in contact with me, they call whilst im on phone to Carl, its the tech manager in India again,i say I'm speaking with bt they hang up. Karl informs me that my complaint that was made on wed 9th for being mis sold was tagged onto the original complaint and had not been dealt with as its in the wrong place.
I tell him this is not good enough and he replies no its not and that I've just been passed from pillar to post. He then speaks with his manager and tells me that this will be dealt with by close of business thurs 17th as they have to draw down the call to listen to it. He added it may even be dealt with tonight (Wednesday 16th).
Thursday 17th April i wait in all day for a telephone call that I was assured and told would definatly happen. 6 . 15 pm no phone call so i call bt again i finally get to speak to a manager and she kindly tells me that Carl should not of said that it would be dealt with as it would take 5 days. After another long winded conversation i sit here writing to you gentleman as I feel so angry annoyed stressed and demoralised by the lack of care, honesty and respect your co pantry have shown a customer, I have been lied to , patronised and spoke to like i was a child, mainly from Indian call centre. Last week i was in hospital i had arterial fibrillation and had cardio version to have my heart re-started i also had a heart attack in hospital, no its not BT's fault that this happened but the stress you have caused does not exactly help, I'm paying for a service that didn't work correctly and still doesn't work correctly. I have spent hour upon hour on the phone dealing with misinformed people.
Why have the Indian tech team not contacted me?
Why could I not escalate a call to a manager?
Why was my complaint raised on wed 9th logged in the wrong place?
Why has Carl told me blatant lies?
If they were not lies why did i not get this dealt with today?
Why was Carl told by his manager to tell me this information?
Why did your salesperson tell me something that simply wasn't true, he mis led me.
Why am i having to write to people like your sled to deal with an issue that should of been dealt with already?
Yours frustratedly
Andrew

Hi Andrewwhitney,
Welcome to the community and thanks for posting!
I'm sorry for all the problems you're having and for the length of time this has been going on. I'd like to help you get things sorted from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

How and where improve my photoshop skill shortly? be more professional !

One of my job duty is web graphic
i use photoshop mainly during my working time
but my skill was not upgraded for 1-2 years , just repeat daily work only
how and where improve my photoshop skill within 1-2 week? And be more professional !
for example , i respond for a fashion jewelry shop : www.gemztone.com
the boss request me to do more improvment but i have no good idea,
Thank you any suggestion!

I see that Lynda.com has gotten a lot of recs, so will not mention that one (good though).
I also like the Adobe Classroom in a Book [fill in your version of PS here], Adobe Press. They will step you through several interesting projects, and expose you to much that is contained in the program. Most will also provide you with sample images to work with. To date, only CiaB Encore, was without sample files.
Early editions did concentrate heavily on the "how," but were lacking the "why." Most of the versions that I have seen lately, have added a lot more of the "why," and that can be so very important, when one translates their lessons to real-world work.
After that, there are many fairly specialized books for PS. Ones for a Camera RAW flow, retouching, 3D, motion in PS-Extended, and on, and on. Once you are comfortable with the program, define what you want to do with it. There will likely be a book for that.
Good luck and enjoy,
Hunt

Lack of support from Apple re iTunes.

For 4 weeks now I have been trying to get help from Apple and I have been sent from pillar to post!
Initially, after downloading the latest version of iTunes, I found that I could no longer purchase any music. I was receiving: "An unknown error occurred (0x80092013)" but after some 3 weeks, this changed to, "We could not complete your iTunes Store request. An unknown error occurred (-1202)".
I have searched for help on the support community (more helpful than Apple) and followed all the suggestions offered to me - but still no luck. NOW Apple tell me that it's not their fault, the problem is my end and they tell me to phone and PAY MORE for their Technical Support Team to fix it! See my latest reply below:
"As Sue has mentioned Apple cannot fix this for you because it is related to end user settings on your computer. I did speak with my manager and our engineering team, and they advised that all relevant information that is available to the iTunes Store Staff has been provided, and the next and only available step to assist with this resolution is for you to contact the Apple Care Technical Support Team, and see if they can help. The iTunes Store has exhausted all options and provided all information that we have available.
A technical Advisor will be able to tell you about Apple's complimentary and fee-based support options as well as assist you in determining what option might be most helpful in this case. To contact them directly please call:
(44) 0844 209 0611"
I replied thus:
"I do not believe I am reading this!
Everything worked perfectly until I updated to the latest version of iTunes - and, NOW, you are telling me the problem is at my end?
What about the hundreds (if not more) who are having similar problems? What about all the money I've spent on 3 products - not to mention all the songs I've purchased?
Why can't I access Apple Care Technical Support online? Couldn't they access my system if I give the required permission?
Why should I have to pay more (in reference to your "fee-based support options"?
I have already spent more than £60 downloaded suggested "fix" programmes and none of them helped.
Do I need to take legal action?
I am thoroughly disgusted with your total lack of care for a loyal customer!
Martin Mahoney."
PLEASE SHARE with as many as possible as I am sick and tired of big-business being able to just wipe their hand with their customers' problems (once they've got our money).

No problem, I could probably have struck a better tone. Couple of months away from 50 myself and don't always have the patience that I used to...
Ouch on the Speedy PC Pro front.
Believe me, I've been there. Beating my head against a brick wall, trying my own ideas and the ones I can find online, and nothing works. Sometimes we have to put the problem to one side and come back in a new frame of mind. Set yourself a time limit and know from the outset that you might not be successful in that session, that way it is not so frustrating if you're still no further forward at the end of it.
The essence of the posts I've tracked down so far is a suggestion that your PC either can't see the correct servers to talk to, or having found them has decided they can't be trusted and therefore doesn't let iTunes do its thing. As I say this isn't an issue I've ever had, or read up on, so I don't have any instant suggestions for what to do next, but I will keep my thinking cap on.
One of the linked threads I read mentions "an ongoing issue that Apple are aware of". It is best to take these claims with a pinch of salt, but there may be an identifiable common cause that is affecting you and a (relatively) small number of other users. Apple tend not to make pronouncements but they do keep working on improvments. Just because they can't/won't troubleshoot with you on an individual basis doesn't mean they do nothing. You might find the next build of iTunes fixes things for you regardless of what you do in the meantime.
Your existing content isn't lost to you. It will still play in iTunes or on your Nano, and you can still import CDs to your library.
tt2

Justification of Nokia Care Bangladesh

With due respect i just want to question of having Nokia Care (service centers) in Bangladesh. There are several complains exists against them. Recently i gave my new 5800 for servicing (since there is a big question regarding the launching of ever worst model by Nokia) as it produce noisy sound during listening music. They had solved the problem simply by updating firmware (i hardly belief that hardware can be fixed by software). As a result i have to go that nokia care 2nd time within two weeks. But i still not getting my phone back. Now the are telling that they don't have the parts !!!!!
Then why this nokia care for? Are they only to provide some **** firmware upgradation thing (which can be fixed from home)?

dear mr. th3jin i hope u have not experienced any bitter experience form Nokia Care yet. That's why u can tell this thing. I hope if u were in the nokia care, i got the instant service. Because i've no idea how a faulty sound device can be fixed by some twisting things. May be u r great technician. However i still do not receive the phone from Nokia Care. What u now tell regarding the standard of Nokia Care. I'm not questioning the standard of rest of the world's nokia care. I'm talking about Bangladeshi Nokia Care. The complaint is not mine but I've talked many of the same experienced person of Bnagladesh. Moreover the Quality control is not up to the mark regarding recently realesed 5800 (if u visit some of the forum u'll get it), i this context SonyEricsson rocks.

1 CSQ and Skills based routing

Hello,
I have a quick question regarding 1 csq and skills based routing. We have a customer that wants 10 different numbers pointing to 10 different scripts but would like to have only 1 CSQ since they only have 10 agents to do all of the work.
This may not even be an issue but wanted t make sure before I started scripting.
The first number gets called (lets say HP) and routed to correct script. Call goes thru the script and to the CSQ...the agent has a skill 10 for HP and skill 5 for Cisco and will receive the call . Second number gets called (lets say Cisco) and routed to correct script and dumpted to the same CSQ...another agent has a skill 10 for Cisco and skill 5 for Microsoft...so that agent will recieve the call (?) Can you have multiple skills within 1 CSQ without having any issue? Will these affect the call routing to the agents?Does the script have any bearing on how the resource is selected or does it only send the caller to the CSQ and the skills are what determines which agent is choosen?
I am trying to determine whether I should have ony 1 CSQ (for all 10 scripts) or have different CSQ's for each script. Again they will have about 10 agents fielding all of these calls.
Any suggestions would be appreciated !!
Thank you.

Not really. If a contact at the same priority has been waiting longer in another queue, that other contact will be offered to the agent first. Remember that skill competency levels only apply when there are more resources (agents) available than there are contacts (callers). The RmCm subsystem uses the competency level assignments to determine which of the multiple available resources to choose.
You - I think - are asking the inverse: When I have multiple contacts waiting and a single agent becomes available. In that scenario, the contact waiting the longest across all CSQs that resource is skilled in will be offered first. The RmCm subsystem does not consider competency levels in that scenario, only whether the resource is skilled at all in that CSQ.
If I were the consulting engineer, I would ask questions such as this to stear the conversation.
You have two or more customers waiting. Are both the same priority to the company?
Yes: Why do you want to penalize one customer who has been waiting longer because the person who is capable of helping them isn't the ideal person?
If the employee is not capable of helping them, then they should not be skilled in the CSQ.
If they are capable of helping them, then help whomever has been waiting the longest. Likewise with the second call when another resource eventually becomes available. It may not be the other person's primary skill either; but, if they are in the CSQ, they should be able to help.
In the rare scenario that both calls were really that difficult that both "secondary" people couldn't handle it, let the agents swap the calls manually or call the customer back. If the group is only three or four people, this should be pretty easy by standing up and talking over the cubical wall; or, using IM.
Relax a little and let the ACD subsystem figure out how to find a live body. If you're busy, it isn't as important which live body it is, is it?
No: How can we identify this during IVR? (E.G. "If this is a network down emergency, press one.)
If we can identify a delta in priority of contacts - regardless of CSQ - during IVR, we can then increase their priority to ensure they are answered in a timely fashion.

Routing Script, Route to Enterprise Skill Group

This is an ICM 7.5 Routing Script question:
Is there any way to route to entire Enterprise Skill Group using a common set of parameters (say longest available agent) without specifying in Route Select or Enterprise Skill Group node all member Skill Groups? Having to specify all member Skill Groups means having to update all Scripts that reference a given Enterprise Skill Group whenever new Skill Groups are added to the Enterprise Skill Group.
In an enterprise environment Skill X.ESG may include Skill X.SiteA, Skill X.SiteB, etc. Seems there is no way to code a Route Select in Routing Script so that Skill X.SiteC may be added without editing the Routing Script.
Any way to get around this? Sometimes just routing all to all Skills within the ESG the same, is good enough!

Unfortunately there is not out of the box. The Enterprise Skill Group builds the list at 'compile' time rather than at runtime. Not to say you couldn't get creative with it but it would require pre-building configuration elements which tends to defeat the purpose.

AT&T Doesn't Care About Long Time Loyal Members Time to Switch

I recently went to Verzion to see what they offer and they offered me 15gigs for $80 a month while at AT&T I'm paying $80 for 10 gigs. I called AT&T to see if they can do anything about it and both rep for AT&T and the Mananger said nothing we can offer other then 20 gigs for additional $30. After being with AT&T for 15 years and the attitude i got from both the rep and the Manager lack of carring its time to switch to Verzion.

asmir03 wrote:
I recently went to Verzion to see what they offer and they offered me 15gigs for $80 a month while at AT&T I'm paying $80 for 10 gigs. I called AT&T to see if they can do anything about it and both rep for AT&T and the Mananger said nothing we can offer other then 20 gigs for additional $30. After being with AT&T for 15 years and the attitude i got from both the rep and the Manager lack of carring its time to switch to Verzion.
AT&T is offering you 20GB of data for $110/month, when they charge $150/month for it to a new customer, and you don't think they are willing to give you anything to keep you as a customer? Good luck finding another company willing to give you that large of a discount (about 26%) on your data plan just because you think that you are paying too much, and at the same time let you keep all the features of yoru service you already have, not to mention the other benefits form not changing carriers.

FIOS TV hasn't worked right since '"upgrade", customer service hasn't been very helpful to date

A few weeks ago we were pitched a holiday deal to renew/upgrade for 2 years. This sounded like good value (upgraded equipment, new premium channels, etc), so we went for it. Unfortunately, we've had nothing but issues since.
The main room STB (server) frequently gets an error message (Your STP has encountered an error and must reboot). Sometimes you can exit this and live TV will skip a bit but resume, other times the box reboots on its own. Unfortunately, whatever is causing this error renders On Demand completely useless. Any program started simply crashes with the same error message within the first 3 or 4 minutes. I've tried multiple hard resets of both the box and the router to no avail. The "client" box in the bedroom suffers from channel stuttering and artifacting due to the fact that the server is acting up.
The first outreach to Verizon CS was via chat message and was very brief. There was a few minutes of basic troubleshooting (did you reboot the box? did you reboot the router? is it plugged in? etc) and the support rep stating they were sending me new STBs. A few days later, I received the new boxes and swapped them in. The error still occurred. My second outreach to Verizon CS was via a phone call and lasted two hours with the rep and I trying various things. We tried re-activating the boxes, he tried manually activating the server, etc, so after two hours we scheduled an appointment with a technician to come out to the house. First available appointment was unfortunately 10 days later (12/23).
Technician comes to the house on 12/23 and tries various things over the course of an hour. He checked the service box outside to make sure a good signal was coming into the house, everything okay there. He checked the signal at the STB and that looked fine as well. He ran some other tests but couldn't figure out the issue. As a last ditch effort, he tried replacing the router and the problem was solved. On Demand working fine, bedroom box is fine, etc. Everything was great for about a week until the problem returned.
Third outreach to Verizon CS was a couple of days again on chat. I explained that the issue was provided a few weeks earlier and the rep told me that they could check the history on the account. I was then asked to explain the entire issue again which I did. I also mentioned that I was looking for a credit on my bill. The rep then immediately transferred me to billing to get the credit handled before I could respond. I again had to explain the issue to a billing rep and the credit was processed. I was told that I would be transferred back to support (where I undoubtedly would need to explain the issue a third time) and when I was transferred, nobody picked up. After waiting 30 minutes, I re-initiated the chat and explained my issue for a third time. As this point, all I wanted was a new router since this seemed to fix the issue last time. The rep wanted to troubleshoot the issue but I wasn't home at the time. I explained that I was fed up, had already spent two hours on the phone didn't want to spend any more time on the phone and asked that a new router just be sent. The rep refused this without troubleshooting and scheduled a call for 5pm later the same day.
This was this past Wednesday. I never got the call. I'm still having the issue.
I left Comcast for Verizon two years ago and it has been great. Until this upgrade happened. Paying more money for broken service is pretty demoralizing. And the seeming lack of care from Verizon CS is also pretty disappointing.
If anyone has any ideas as to what the problem might be, I'm open to them.
Oh and apologies for being so ornery to the last Verizon CS rep I spoke to on chat. I understand the issue is not your fault (I've worked in CS for 11 years), I am just really frustrated at this point.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Lack of care or skills within BT

Similar Messages

Maybe you are looking for