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Thread: iPrimus DSL problems?

  1. #1
    CoffeeSnobs Owner Andy's Avatar
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    iPrimus DSL problems?

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight

    Hey all, any CSrs here at the moment using iPrimus ADSL?

    I ask because one CSr is having a heck of a time getting on the site and from some of my own testing iPrimus seem to be having some DNS grief.

    Curious how wide spread the problem is?!?!

    :-?


  2. #2
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    Re: iPrimus DSL problems?

    No Im not mate, but I have some mates that have dropped I primus for various similar reasons, dont know all the ins and outs of it though Im a very basic computer user.

    Ray.

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    CoffeeSnobs Owner Andy's Avatar
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    Re: iPrimus DSL problems?


    I have just read that they fixed the problem that I was talking about but it hung around for nearly a week!

    Nasty.


  4. #4
    Mal Dimal's Avatar
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    Re: iPrimus DSL problems?

    Thanks again for your help with this Andy.... 8-)

    Another frustrating side of this is I doubt we will ever hear from iPrimus what the problem was or any kind of apology for such a huge disruption to our service. Theyre never very forthcoming about problems like this though unfortunately :(,

    Mal.

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    Re: iPrimus DSL problems?

    Quote Originally Posted by Mal link=1211797407/0#3 date=1211812509

    Another frustrating side of this is I doubt we will ever hear from iPrimus what the problem was or any kind of apology for such a huge disruption to our service. Theyre never very forthcoming about problems like this though unfortunately :(,

    Mal.
    I dont think any DSL providers are Mal... they are very quick to pass blame on your router/\/setup before admitting their network failures.

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    Super Moderator Javaphile's Avatar
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    Re: iPrimus DSL problems?

    If youre having DNS issues set your system up to use another DNS server rather than your ISPs default one. You can do this (sometimes!) via the settings in your modem or if that fails by manually configuring your DNS addys via the TCP/IP settings on your computer. :)


    Java "Been there, done that!" phile

  7. #7
    Sleep is overrated Thundergod's Avatar
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    Re: iPrimus DSL problems?

    Quote Originally Posted by MarcS link=1211797407/0#4 date=1211842523
    I dont think any DSL providers are Mal... they are very quick to pass blame on your router/\/setup before admitting their network failures.
    Agreed.

    My son is a genius when it comes to computers and a few months ago when we had connection issues they were quick to blame us.

    First argument was that the router wasnt on their supported list.
    Thats because it was the most expensive one you could buy at the time and it ran rings around the el cheapo they suppled their customers.

    Our logic that no settings had been changed and it had worked successfully for almost 3 years fell on deaf ears.

    It over a week to sort out and in the end thay had to admit that their procedures were a little lacking.

    After all the stress and heartache all we got back was a weeks cost and it was like pulling teeth to get them to add another one for compensation for their stupidity.

  8. #8
    Senior Member flynnaus's Avatar
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    Re: iPrimus DSL problems?

    I work for another large telco :-X in Internet support. While not a phone jockey, Ive been there and seen the other side of support.

    I know it is frustrating for customers that tech support ask you to check your own equipment first but they are generally obliged to do this before investigating exchange issues to eliminate customer environment fault as the source. If they dont investigate then the escalation may be rejected resulting in further delay in getting the problem fixed.
    This is not saying that its always the customers fault ; just that it often is. I lost count of angry customers ranting that they are network admin, you-name-it, blaming the telco for the problem only to find that after persuading them to do something basic like restart their PC or router the problem is resolved. I can remember two such experts not noticing that their had their caps lock on while logging in; one had the decency to apologise. On the other hand, the call centre industry has a high staff turnover so the chance of getting someone inexperienced is high. Getting frustrated with them isnt going to help anyone.

    My advice to any internet users is to carry out some basic checks before calling up. Accept the limitations that the level one support person is required to work under.

  9. #9
    Sleep is overrated Thundergod's Avatar
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    Re: iPrimus DSL problems?

    I have been using computers for almost 30 years and worked a help desk for 6.

    The problem with these guys is that they wouldnt listen and always wanted to go thru their checklist.

    I had the senior tech on my case and she said I was to ask to be switched directly thru to her.
    That wouldnt register with the level 1 guys.
    I would have to repeat myself over and over, "please put me thru to whatshername - read the file notes - put me thru please".

    We got to that arrangement because I was calling several times a days with and after feedback and every time theyd ask the same questions.

    Come on! After Id been thru the same checks with every different operator, what did they expect?
    All Im after is some common sense, not a robot like spiel.

    Im a process auditor, so I believe in the benefits of good process, but there needs to be some leeway for pragmatism.

    I prided myself on my call clearance rate not my ability to parrot off a checklist.


  10. #10
    Senior Member Dennis's Avatar
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    Re: iPrimus DSL problems?

    Quote Originally Posted by flynnaus link=1211797407/0#7 date=1211856832
    I work for another large telco :-X in Internet support. While not a phone jockey, Ive been there and seen the other side of support.

    I know it is frustrating for customers that tech support ask you to check your own equipment first but they are generally obliged to do this before investigating exchange issues to eliminate customer environment fault as the source. If they dont investigate then the escalation may be rejected resulting in further delay in getting the problem fixed.
    This is not saying that its always the customers fault ; just that it often is. I lost count of angry customers ranting that they are network admin, you-name-it, blaming the telco for the problem only to find that after persuading them to do something basic like restart their PC or router the problem is resolved. I can remember two such experts not noticing that their had their caps lock on while logging in; one had the decency to apologise. On the other hand, the call centre industry has a high staff turnover so the chance of getting someone inexperienced is high. Getting frustrated with them isnt going to help anyone.

    My advice to any internet users is to carry out some basic checks before calling up. Accept the limitations that the level one support person is required to work under.
    Heres a different viewpoint from an ex-Call Centre Mgr....

    The converse applies too. The last time I called for tech support with my ISP (not Primus) the guy insisted I perform the same checks I had already done before calling. Why? I suspect the answer is that he was following a help script and wasnt able to think past that. Some fifteen minutes later, he said, "Oh, the problem is at our end".

    The limitations of the level one support person are applied by the ISP - IMO that makes it their problem, not mine.

    Turnover in the industry is indeed high. Once again, I dont believe that to be a valid excuse for poor service. Generally, product and technical training have been cut to a minimum over the past few years as its thought to be too expensive. If these CCs invested in their staff, perhaps we might see first-call resolution and staff/customer satisfaction increase, while call times and staff attrition decrease.

  11. #11
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    Re: iPrimus DSL problems?

    Quote Originally Posted by flynnaus link=1211797407/0#7 date=1211856832
    I work for another large telco :-X in Internet support. While not a phone jockey, Ive been there and seen the other side of support.

    I know it is frustrating for customers that tech support ask you to check your own equipment first but they are generally obliged to do this before investigating exchange issues to eliminate customer environment fault as the source. If they dont investigate then the escalation may be rejected resulting in further delay in getting the problem fixed.
    This is not saying that its always the customers fault ; just that it often is. I lost count of angry customers ranting that they are network admin, you-name-it, blaming the telco for the problem only to find that after persuading them to do something basic like restart their PC or router the problem is resolved. I can remember two such experts not noticing that their had their caps lock on while logging in; one had the decency to apologise. On the other hand, the call centre industry has a high staff turnover so the chance of getting someone inexperienced is high. Getting frustrated with them isnt going to help anyone.

    My advice to any internet users is to carry out some basic checks before calling up. Accept the limitations that the level one support person is required to work under.
    To be fair, Ill agree with strings attached.

    TG post said it all. COMMON SENSE! (although not all that common at all).

    If a so called Network Admin was worth half their salt, they would be upfront and say "Id done so and so and done this and done that to no avail" explaining in detail. If a so called Network Admin hasnt, and has called in a error - he/she isnt such a Network Admin. Basic troubleshooting... start from Layer 1 first! (OSI Model)

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    Re: iPrimus DSL problems?

    The problem for most ISP help desks is the customer is less than forthcoming with truthful answers in most cases....

    Have you done an isolation test..... Yes (meaning I couldnt be bothered ::)).....

    Is there noise on the phoneline.... Yes (well there isnt but it will get Telstra to check the line ::))

    Do you have a back to base alarm.... No (but the previous owner did.... it is still connected to the line without filtering..... but I dont pay for it so I dont have it!!! ::))

    Im a frequent participant in Whirlpool and for every participant who claims they are "tech savvy" or "a communications expert with centuries of experience" maybe a couple of percent really are...... and its the other 98% - the wallies ringing up the ISP and telling the ISP what the fault is..... which makes it really hard for those who do have the knowledge having our issues attended to....

    Unfortunately ISPs are forced to treat all the complainants claimed competency in this area with a grain of salt..... and run them through the same boring checklist.... just hoping to get at least some sensible answers from the caller!!! :-/ :-/ :-/

  13. #13
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    Re: iPrimus DSL problems?

    Quote Originally Posted by Dennis link=1211797407/0#9 date=1211859006
    Quote Originally Posted by flynnaus link=1211797407/0#7 date=1211856832
    I work for another large telco :-X in Internet support. While not a phone jockey, Ive been there and seen the other side of support.

    I know it is frustrating for customers that tech support ask you to check your own equipment first but they are generally obliged to do this before investigating exchange issues to eliminate customer environment fault as the source. If they dont investigate then the escalation may be rejected resulting in further delay in getting the problem fixed.
    This is not saying that its always the customers fault ; just that it often is. I lost count of angry customers ranting that they are network admin, you-name-it, blaming the telco for the problem only to find that after persuading them to do something basic like restart their PC or router the problem is resolved. I can remember two such experts not noticing that their had their caps lock on while logging in; one had the decency to apologise. On the other hand, the call centre industry has a high staff turnover so the chance of getting someone inexperienced is high. Getting frustrated with them isnt going to help anyone.

    My advice to any internet users is to carry out some basic checks before calling up. Accept the limitations that the level one support person is required to work under.
    Heres a different viewpoint from an ex-Call Centre Mgr....

    The converse applies too. The last time I called for tech support with my ISP (not Primus) the guy insisted I perform the same checks I had already done before calling. Why? I suspect the answer is that he was following a help script and wasnt able to think past that. Some fifteen minutes later, he said, "Oh, the problem is at our end".

    The limitations of the level one support person are applied by the ISP - IMO that makes it their problem, not mine.

    Turnover in the industry is indeed high. Once again, I dont believe that to be a valid excuse for poor service. Generally, product and technical training have been cut to a minimum over the past few years as its thought to be too expensive. If these CCs invested in their staff, perhaps we might see first-call resolution and staff/customer satisfaction increase, while call times and staff attrition decrease.
    It doesnt improve in a large corporate sense.

    If a PC is playing up with unusual errors and isnt linked directly at a users logon profile.. All we do is reimage the PC with the Corporate SOE. Makes sense really. faster resolution and PC is backup and running good as new in 30mins! Troubleshooting at this level is dying! Only at a Server level is error resolution really honed in and people are skilled up.


    Staff retention in 1st level helpdesk is low because career progression is non-existant because they dont get up up skilled and people speak to them like dirt! You can only put up with this for so long!

  14. #14
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    Re: iPrimus DSL problems?

    Quote Originally Posted by JavaB link=1211797407/0#11 date=1211859681
    The problem for most ISP help desks is the customer is less than forthcoming with truthful answers in most cases....

    Have you done an isolation test..... Yes (meaning I couldnt be bothered ::)).....

    Is there noise on the phoneline.... Yes (well there isnt but it will get Telstra to check the line ::))

    Do you have a back to base alarm.... No (but the previous owner did.... it is still connected to the line without filtering..... but I dont pay for it so I dont have it!!! ::))

    Im a frequent participant in Whirlpool and for every participant who claims they are "tech savvy" or "a communications expert with centuries of experience" maybe a couple of percent really are...... and its the other 98% - the wallies ringing up the ISP and telling the ISP what the fault is..... which makes it really hard for those who do have the knowledge having our issues attended to....

    Unfortunately ISPs are forced to treat all the complainants claimed competency in this area with a grain of salt..... and run them through the same boring checklist.... just hoping to get at least some sensible answers from the caller!!! :-/ :-/ :-/
    Bravo - well said!

  15. #15
    Senior Member flynnaus's Avatar
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    Re: iPrimus DSL problems?

    Thundergod: Im a process auditor, so I believe in the benefits of good process, but there needs to be some leeway for pragmatism.

    Totally agreed and the best CSRs are the one who duck under the follow the process radar and actually help the customer. I was also a trainer at a call centre and my mantra to my trainees was to try to ensure that any customer leaves the call knowing more than when they rang. Call centres work on very tight margins and service levels so the pressure is on the CSR to minimise handling time.

    Dennis: Turnover in the industry is indeed high. Once again, I dont believe that to be a valid excuse for poor service

    Certainly not an excuse, but a reality. The training regime always pushes the strict company policy line but I also pushed survival techniques and contingencies.

    Dennis: If these CCs invested in their staff, perhaps we might see first-call resolution and staff/customer satisfaction increase, while call times and staff attrition decrease.

    True, but once again not the reality. As a trainer I was always battling for better staff training but anyone who works in middle mgt would know that when the budget is tight, training is one of the first things to be sacrificed because of the belief that training doesnt generate revenue. I would always ask them "what is the cost of bad training?". They couldnt answer but kept expecting me to do more with less.

  16. #16
    Senior Member Dennis's Avatar
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    Re: iPrimus DSL problems?

    Quote Originally Posted by flynnaus link=1211797407/0#14 date=1211860510
    Thundergod: Im a process auditor, so I believe in the benefits of good process, but there needs to be some leeway for pragmatism.

    Totally agreed and the best CSRs are the one who duck under the follow the process radar and actually help the customer. I was also a trainer at a call centre and my mantra to my trainees was to try to ensure that any customer leaves the call knowing more than when they rang. Call centres work on very tight margins and service levels so the pressure is on the CSR to minimise handling time.

    Dennis: Turnover in the industry is indeed high. Once again, I dont believe that to be a valid excuse for poor service

    Certainly not an excuse, but a reality. The training regime always pushes the strict company policy line but I also pushed survival techniques and contingencies.

    Dennis: If these CCs invested in their staff, perhaps we might see first-call resolution and staff/customer satisfaction increase, while call times and staff attrition decrease.

    True, but once again not the reality. As a trainer I was always battling for better staff training but anyone who works in middle mgt would know that when the budget is tight, training is one of the first things to be sacrificed because of the belief that training doesnt generate revenue. I would always ask them "what is the cost of bad training?". They couldnt answer but kept expecting me to do more with less.
    Agree!

    Back in 94 when call centres were pretty much unheard of, I worked for a company called Access24. Great service provider and 6 weeks training for the most complex programs. Sold out to TeleTech in 98 from memory, and turned into a chicken coop. When I was at Ozemail 2 weeks training for tech support - I wonder what it is nowadays? Later at Westpac theyd never achieved SLs - I made a whole lot of changes including splitting the tech support from general enquiries, which also created an opportunity for people to progress their career. Staff volunteered to come in on a Saturday for training in exchange for time in leiu - by Monday SLs had risen by 8%, AWT down by a minute. That provided tangible evidence of the value of training - I was able to say, "Look, heres the value of good training". There was no more obstruction.

    Enough of my little rant. :)

  17. #17
    Mal Dimal's Avatar
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    Re: iPrimus DSL problems?

    Totally agree Dennis,

    Youve got to spend the time and effort identifying the KPIs that equate to dollars spent/saved and then develop the means for feedback and measurement that upper management can equate to dollars. Without that, it is all a frustrating waste of time, effort and resources....

    Mal.



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