Forum Discussion

Cdjnight's avatar
Cdjnight
New Contributor
2 years ago
Solved

Why can I detect an outage before Tech support can?

On multiple occasions I can be at work and see my network at home go down. I will text my neighbor and ask if his is down also, every time he confirms his is out also. I then start a chat with tech s...
  • Bruce's avatar
    Bruce
    2 years ago

    Correct and I do know this.  If the OP called to report not seeing a home modem from off the Cox network, as a rep, this wouldn't alarm me because I could see the home modem is online and OP is off the Cox network.

    However, since OP verified the outage with a Cox-subscribed neighbor, as a rep, I should poke around or inquire with NetOps.  I'm sure Cox is monitoring their networks and NetOps wouldn't immediately notify the Help Desk because they may be fully aware, assessing and troubleshooting.

    First, as a Help Desk, you don't set a quota for the number of calls about an outage.  This is insane.  People are paying you for a service but you'd deny their service until you received 3 more calls.  The first call is a heads up but OP had duplicated the outage with a neighbor.  Take some initiative, make inquiries outside the Help Desk and don't wait for other paying customers to complain.

    Second, as a rep, if I can see the modem is online, why would I recommend a service call?  Where would the tech go?  The OP is at work.

    You were obviously trained to be reactive and to procrastinate.  I was trained to be proactive and to treat people with a problem with some respect.  We different!

Bruce's avatar
Bruce
Honored Contributor III

In other words, Cox doesn't monitor the operational status of their network.  Vendors do make software to do this for them.

Darkatt's avatar
Darkatt
Valued Contributor III
2 years ago

In other words, the TECHNICIAN you call on the phone doesn't have the capability of monitoring the operational status of their network, and since they don't have that information in hand, until a number of people call in, THEY don't know there is a problem. The people who monitor the operational status cannot always see a smaller area of affect having problems. Instead of putting words in my mouth and providing snide remarks, why not provide something useful. 

  • Bruce's avatar
    Bruce
    Honored Contributor III
    2 years ago

    I worked in a network ops center for 6 years.  The reps on the phones are not suppose to know an operational status until the the techs motioning the network inform them and the supervisor of a status.

    You don't need to see a small area of the network because the software is designed for you to "drill down" when the overall status indicates a fault beneath it.

    People on phones just answer phones and open/assign tickets and, perhaps, notify customers of a previously-alerted outage.

    From what you're describing, Cox is just a call center with no eyes and ears on their networks.

    • Darkatt's avatar
      Darkatt
      Valued Contributor III
      2 years ago

      What I am describing, is when you call in, you reach a rep on the phone, NOT network operations.  If you worked in a network ops center, then you should KNOW that. 

      • Bruce's avatar
        Bruce
        Honored Contributor III
        2 years ago

        Correct and I do know this.  If the OP called to report not seeing a home modem from off the Cox network, as a rep, this wouldn't alarm me because I could see the home modem is online and OP is off the Cox network.

        However, since OP verified the outage with a Cox-subscribed neighbor, as a rep, I should poke around or inquire with NetOps.  I'm sure Cox is monitoring their networks and NetOps wouldn't immediately notify the Help Desk because they may be fully aware, assessing and troubleshooting.

        First, as a Help Desk, you don't set a quota for the number of calls about an outage.  This is insane.  People are paying you for a service but you'd deny their service until you received 3 more calls.  The first call is a heads up but OP had duplicated the outage with a neighbor.  Take some initiative, make inquiries outside the Help Desk and don't wait for other paying customers to complain.

        Second, as a rep, if I can see the modem is online, why would I recommend a service call?  Where would the tech go?  The OP is at work.

        You were obviously trained to be reactive and to procrastinate.  I was trained to be proactive and to treat people with a problem with some respect.  We different!