tag:blogger.com,1999:blog-3993498847203183398.post2789636642083272971..comments2024-03-28T09:19:27.451+00:00Comments on RevK<sup>®</sup>'s ramblings: I expected betterRevKhttp://www.blogger.com/profile/12369263214193333422noreply@blogger.comBlogger26125tag:blogger.com,1999:blog-3993498847203183398.post-4742905583125940902018-11-16T16:54:05.984+00:002018-11-16T16:54:05.984+00:00thanksthanksJoseph Mikelhttps://www.blogger.com/profile/06231533611855310733noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-89810609856251785642017-04-26T07:41:55.215+01:002017-04-26T07:41:55.215+01:00Sounds like you did the right thing - maybe a norm...Sounds like you did the right thing - maybe a normal text or email to support so we look in the morning. But, knowing it was multiple lines, we would have been happy for an MSO text. The issue is the people that see their own line down, don't know of any other, maybe done even do basic checks on their own line, but MSO for it. Or worse, expect us to have fixed this unreported fault in an hour and MSO.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-9982480548432019662017-04-26T01:10:38.936+01:002017-04-26T01:10:38.936+01:00Interesting case this evening... 1 big blip (at 0...Interesting case this evening... 1 big blip (at 00:05) followed by 3-4 smaller ones. A few people noticed (not many due to the time, I guess) - Decided not to MSO since whatever was wrong seemed to be fixing itself (or the failover worked, same effect) and waking someone up probably wasn't going to help.<br /><br />OTOH not everyone that it happened to would know to jump on IRC - would it have been better to MSO so that status got updated or would that have just invited colourful language? :pTony Hoylehttps://www.blogger.com/profile/06485210895681350152noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-49553176132668984042017-04-23T21:37:07.617+01:002017-04-23T21:37:07.617+01:00Oh yes RevK I remember being on IRC when the MSO w...Oh yes RevK I remember being on IRC when the MSO was used for an accounts query. Couldn't believe it.Anonymoushttps://www.blogger.com/profile/04417821570691702737noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-18759169388303823382017-04-22T21:29:24.416+01:002017-04-22T21:29:24.416+01:00Probably a wee bit late for that :)
You'll ha...Probably a wee bit late for that :)<br /><br />You'll have to find other ways of being evil.<br /><br />/me points at BTOR :PAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-66164271202242183552017-04-22T21:13:21.847+01:002017-04-22T21:13:21.847+01:00I meant the web page before getting to the MSO con...I meant the web page before getting to the MSO contact information - presumably such people go looking for "get my line fixed right now without waiting for office hours" and decide the MSO number is the best fit.jas88https://www.blogger.com/profile/05563592458314214904noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-29628391557578574392017-04-22T19:00:07.855+01:002017-04-22T19:00:07.855+01:00Thank you - I worry about anything that is not rig...Thank you - I worry about anything that is not right, and work to make it right... Maybe I can get medication for this :-)RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-22000264646813463912017-04-22T18:59:03.598+01:002017-04-22T18:59:03.598+01:00I love Adrian for this - he worries about the one ...I love Adrian for this - he worries about the one in ten thousand (abusive) customer who is down for a period of time the average (admittedly non-AAISP) customer wouldn't notice.<br /><br />You're a good man.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-14637040539440551492017-04-22T18:51:41.133+01:002017-04-22T18:51:41.133+01:00It is not frequent - so far it is just frequent en...It is not frequent - so far it is just frequent enough to allow us to add a blacklist but not to spend the time making a more complex system. When it happens it is annoying.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-76127403121370040182017-04-22T18:49:32.568+01:002017-04-22T18:49:32.568+01:00How about an automated reply to the initial MSO te...How about an automated reply to the initial MSO text asking customer to re-think, then only respond to confirm if they have a sound reason to believe that others are affected? <br />Is this really such a frequent problem or is this just an isolated incident of the sort you're bound to get once in a blue moon, however clear you make things? Someone could be inebriated or high, or just in a foul mood at the time they lose connection. I would have though that 99% of A&A customers are fully aware of the purpose of an MSO text. Anonymoushttps://www.blogger.com/profile/10823387395371201608noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-40717199759263259582017-04-22T17:24:09.122+01:002017-04-22T17:24:09.122+01:00I think whats happening here is Customer becomes u...I think whats happening here is Customer becomes unhappy and/or feels entitled (for some reason) so issues an MSO to page staff, even in the night.Anonymoushttps://www.blogger.com/profile/12713589675630568460noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-74703208213709750672017-04-22T17:04:29.364+01:002017-04-22T17:04:29.364+01:00Err, confused, how do we have "radio buttons&...Err, confused, how do we have "radio buttons" on someones phone when they send a text? And anyway we'll have people in the "how am I expected to know?" camp picking the highest number anyway on bases of "how am I expected to know?"RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-26233829600859251052017-04-22T16:50:37.620+01:002017-04-22T16:50:37.620+01:00A simple set of radio buttons, "how many line...A simple set of radio buttons, "how many lines are affected by this fault? 1 / 2-3 / 4+", with '1' giving the message "that's not an MSO, email (address)" should help I think. Or even stealthily divert single line "MSO" reports to the regular support queue...jas88https://www.blogger.com/profile/05563592458314214904noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-16054007787121823882017-04-22T11:15:58.748+01:002017-04-22T11:15:58.748+01:00To be honest, we don't mind that at all. The i...To be honest, we don't mind that at all. The issue is people who know they can only see one line, their line, down, and down for a short period, and decide they will declare and MSO, especially if in the middle of the night. We had one person with an accounts query in the middle of the night decided it was an MSO!RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-63129984998400350002017-04-22T11:13:42.085+01:002017-04-22T11:13:42.085+01:00The times I've been on IRC during an MSO there...The times I've been on IRC during an MSO there has been a short debate whether there is one, then working out who is actually going to send it.. only for staff to turn up 30 seconds later saying their automated monitoring had already pinged them :p<br />Tony Hoylehttps://www.blogger.com/profile/06485210895681350152noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-15837915505345989262017-04-22T11:08:19.844+01:002017-04-22T11:08:19.844+01:00Oh, and of course, the unexpected - something we h...Oh, and of course, the unexpected - something we have never seen before, and so have no monitoring in place.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-88170174410059197122017-04-22T11:07:20.566+01:002017-04-22T11:07:20.566+01:00People ask how they should know - the answer is th...People ask how they should know - the answer is that if you don't know, don't send an MSO. It really is simple. This is not really for a line outage anyway - if one line is down, not an MSO, and means typically engineer (working hours) so no need for an MSO system. If it is a lot of lines it will have been spotted by carrier or us and will be in hand. Where this has been useful is where there is some subtle routing issue over LINX or transit, or where we have some weird wide spread packet loss in a back haul carrier (something they do not usually spot), that sort of thing. That can usually be identified as a major outage by discussion on irc, or people that have visibility of many lines.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-12625388457898061232017-04-22T10:52:16.212+01:002017-04-22T10:52:16.212+01:00Bear in mind that their systems will probably noti...Bear in mind that their systems will probably notice an outage on your line before you do; pretty much every (rare) time I've gone to report an issue, they've already known about it (and, usually, fixed it!)<br /><br />My only real issue with the MSO number is why it even exists - if my line drops there's no easy way for me to tell if it's a major outage without diving onto IRC and seeing how many other folks are complaining. Your average punter isn't going to do that, so how could he possibly know it's a major outage?<br /><br />Perhaps replace it with a quorum vote on IRC? :)Pete Favellehttps://www.blogger.com/profile/06118087223604691014noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-15271551507562630342017-04-21T20:47:26.212+01:002017-04-21T20:47:26.212+01:00I was well aware of the 9-5 support before I joine...I was well aware of the 9-5 support before I joined. It's a bit of a downside, but I figured I'd rather have a competent 9-5 support service (And by and large it's been very good) than have you tried turning it off and on again between the hours of 8 and 10<br /><br />If you do have a outage at the weekend (Yet to be a problem) it does feel a little bit like there is nobody you can contact and nothing you can do (That said, the control panel is absolutely amazing in terms of capability for any line related issues). <br /><br />Perhaps some sort of aggregate single line outage text service would be a good idea. If there is a spike of reports, time to dig someone out of bed. At least that way it feels like you can report it, and if it's more than a single line fault then it'll get picked up.Stevehttps://www.blogger.com/profile/15092831966981493678noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-18279408111172537622017-04-21T18:07:48.206+01:002017-04-21T18:07:48.206+01:00Its odd the things that some customers expect. We...Its odd the things that some customers expect. We don't use a queue on our support lines - we figure that our customer's time is precious so if all our support staff are on the phone (which is rare) they get dropped to a voicemail prompt and we'll call them back ASAP, rather than leaving them on hold. Usually they get a call back within 5-10 minutes and this works well.<br /><br />But every so often we get a customer with a problem that they consider really urgent, so they call repeatedly for a few minutes, dropping to voicemail each time but never actually leave a message. The customers who do this also usually withhold CLID so we wouldn't even know who it was unless they leave a message.<br /><br />Invariably, they give up and eventually call back a few hours later and complain about their "urgent" problem not being resolved because we never called them back (how could we?), whereas if they had phoned just once and actually left a message describing the problem, we would've probably fixed it for them within a couple of minutes!<br /><br />I never do understand some people...<br /><br />Oh yes, and don't get me started on people who report problems with a vague "not working" description and when asked for more detail (e.g. if they are getting an error message) just reply with "still not working"...Steve Hillhttps://www.blogger.com/profile/09798286430189689578noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-30640785271594772592017-04-21T11:21:56.626+01:002017-04-21T11:21:56.626+01:00Obviously we could make it more complex, but I rea...Obviously we could make it more complex, but I really don't feel expecting people to be able to read is that unreasonable.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-77192008766111794572017-04-21T11:19:40.646+01:002017-04-21T11:19:40.646+01:00Can't the MSO system ask users for at least tw...Can't the MSO system ask users for at least two affected line numbers in the message and then validate them before alerting staff? If only one number, then reply "Sorry, not classed as MSO, but fault has been logged" (where you then start grouping by exchange/carrier to see if it is the first signs).<br /><br />Yes, it's some logic on the text message receiving side - but at least it'll stop/reduce false alerts.Richy Bhttps://www.blogger.com/profile/11328244621821820978noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-26094743078410087862017-04-21T02:01:39.760+01:002017-04-21T02:01:39.760+01:00On http://aa.net.uk/support-mso.html
The text bel...On http://aa.net.uk/support-mso.html<br /><br />The text below the big yellow box<br /><br />"you'll get a rude reply and adding the to cried wolf list"<br /><br />should probably read<br /><br />"you'll get a rude reply and added to the cried wolf list"Andrew Claytonhttps://www.blogger.com/profile/15690989157183631976noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-80328763858090352352017-04-20T21:17:16.064+01:002017-04-20T21:17:16.064+01:00It is getting rarer all the time as we, and carrie...It is getting rarer all the time as we, and carriers, get better.RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-11085359833570295592017-04-20T21:10:55.143+01:002017-04-20T21:10:55.143+01:00Sorry - I mean the "MSO" keyword, rather...Sorry - I mean the "MSO" keyword, rather than the number itself.Anonymoushttps://www.blogger.com/profile/18427000118752159232noreply@blogger.com