So you are sat at home, Monday evening, thinking "My broadband has been out since Friday lunchtime, and I don't have a dial tone. This must be a major outage that affects lots of people and somehow my ISP does not know even though it has been over 3 days and I have not mentioned it - I know, I'll text their MSO number to let them know. Who knows, I may even get someone to pause Top Gear to go look in to it."
Please! MSO texts are for major outages.
A phone line fault, or a physical fault on a broadband line, needs an engineer and they will not rush out at 8pm in the evening - they need booking, which can be done just as efficiently at 9am as now, so no need to hassle someone now! This is why we don't do 24 hour support because faults like this are not fixed any more quickly if we did... You can text (not as an MSO) or email and we will get in touch to arrange an engineer.
Now, back to Top Gear.
/me refrains from waiting until 2am to ring end user to arrange the engineer visit - after all, a major outage justifies working at such hours doesn't it?
OK, OK, lets be a bit fairer shall I - and be a tad constructive. It is fair to say that most people with one broadband line cannot tell when it just stops working if it is just them or a major outage, and so do not know if they should alert us or not. That is true, so a few tips :-
- Most major outages, whether in our network, or far more common somewhere within the carrier network, we know about, and things are being done to fix them. It is worth waiting a few minutes before panicing.
- If you can get to the internet (e.g. mobile) check the status pages. If nothing on there then go on to the irc channel (via the support pages). If there is a major outage it will be clear on the irc channel and people will say if they have texted already - staff may even be on-line answering questions.
- If you have multiple lines and they go off together you have a clue something more major may have happened, this is especially true if you have many different sites (as some of our dealers and IT consultant customers have).
- If you are more technical and can see there are, for example, some routing issues on the internet or something in our network, then that is the ideal time to send an MSO text as it may not have been picked up by our automation. Please do check status pages and irc first still.
- If the problem has been going on days - it is not an MSO - it is a normal fault report so email or text normally, or call support during the day
- If the phone line is not working then it is not at all likely to be a major outage (and if it was, it would be a local cabling or exchange issue handled by BT and not us). So just email or text normally, or call support during the day.
Sorry if I sound a bit harsh on this particular one. I am just gobsmacked that anyone can think a three day old non-dial-tone issue can be an MSO!