I had an interesting exchange with a customer this evening.
His internet has been down for an hour and he texted our "Major Service Outage" number saying so and saying he "expected better".
I'm not sure what to say to that - if we really have a customer that expects that a fault, which they have not even reported, is fixed within an hour, out of office hours... What does that mean? If we really have people with that expectation I am tempted to try and sell to them. I expect it will be many thousands of pounds a month for such a service, with multiple redundant leased lines, diversely routed, and a lot of 24/7 active monitoring and staff. I suspect we could do it, for the right price.
Of course, that is not what we normally sell. So if one of our customers expects that they have a serious misunderstanding as to what they have purchased. I try to be honest in what we sell, so I am worried that someone expected more.
At the end of the day things calmed down. I was unhappy as he "abused" our MSO system. It alerts many staff for what could be a major outage. In the evening, not so bad, but middle of night, not good at all. Either way it is staff that are not at work and trying to spend time with family. The reaction from staff that do get the alert was not good, and I took over and was, I have to say, rude...
As per the web pages on this, I was rude. You are asking for a rude reply if you abuse the MSO system! That is what we say!
It turns out he read of the MSO text details on the status pages, which does not have as many caveats. We need to fix that. It is clear it has to be "multiple lines" and so was clearly abusing the system. It was not as clear as the main web page on this. So we can be clearer, I conceded. We'll fix that. Sorry.
Ironically, this fault looks like it may affect 3 lines. It is even an "incident" that TT have spotted. So ironically not something we need to take any action on as it is all in hand. The issue is that this person did not know it was impacting more lines. Our aggregate systems do not spot three lines going down together as that is too few to recognise as a pattern. Good news is it should be fixed soon.
I hope the mix of rude and reconciliatory messages was the right level in the end. We'll see. At the end of the day, expecting a line issue to be fixed within an hour of *not* reporting a fault is special, in my opinion - and I'd be happy to sell such services for the price they deserve...
Let's hope this line is sorted soon.