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The Telecom Digest for Mon, 22 Feb 2016
Volume 35 : Issue 35 : "text" format

Table of contents
Re: Comcast outages anger thousands across USDave Garland
Re: Do you know where there are Teletype machines for sale? alpacas@atlasok.com
Re: Comcast outages anger thousands across USDave Garrett
---------------------------------------------------------------------- Message-ID: <na8plt$pn6$1@dont-email.me> Date: Fri, 19 Feb 2016 22:24:52 -0600 From: Dave Garland <dave.garland@wizinfo.com> Subject: Re: Comcast outages anger thousands across US On 2/17/2016 10:41 PM, John David Galt wrote: > On 2016-02-16 21:42, Doug McIntyre wrote: >> They could easily contract out for reserve call-center workers to be >> enabled and brought online for a major outage ... > > I don't want my phone company spending (and charging me) big bucks just > to operate (or pay for, even temporarily) a call center to baby people. If your (non-cell) phone is down, probably your internet access is down as well. In my neighborhood, when the lights go out, the DSL goes out too, because Centurylink doesn't bother to have backup power for the DSLAMs. So my (VoIP) phone goes down, though a "real" landline probably wouldn't if there aren't wires down. The same goes for Comcast and people who get both their Internet and phone from them. > One step up from that would be a web site that allows users to open > trouble tickets for themselves ... In the customer's seat I would > appreciate such a system because it frees as many of the company's > technical personnel as possible. The technical personnel aren't the ones dealing with the public, so it won't free any of them up. Unless you get service from Fred & Joe's Telephone Company. ------------------------------ Message-ID: <12f05ab5-4de9-49c4-a8b1-307f97f813c8@googlegroups.com> Date: Sat, 20 Feb 2016 14:38:11 -0800 (PST) From: alpacas@atlasok.com Subject: Re: Do you know where there are Teletype machines for sale? [Telecom] On Wednesday, May 4, 2011 at 9:40:50 PM UTC-5, Joessassy73 wrote: > Hello everyone, I am new to this site but after reading what's on > here. I have a few teletype machines in my barn not really sure the > condition. Probably 4-5 of them they are older like you used to see > in the movies . I live in Massachusetts if anyone has a use for them > I would rather they not hang around waiting for the barn to fall > down also a lot of ham radio stuff too if anyones interested let me > know thanks If you still have any TTY machines or parts, any condition, I'd like to talk. Tnx Jess (at) acresoflove.com ***** Moderator's Note ***** This post is in response to one from 2011, and I'd usually ask that it be sent directly to "Joessassy73", but I have a soft spot for Teletype machines, since I learned to type on a Model 19. Bill Horne Moderator ------------------------------ Message-ID: <MPG.313185a6b35e82ed98a36d@> Date: Fri, 19 Feb 2016 20:04:24 -0600 From: Dave Garrett <dave@compassnet.com> Subject: Re: Comcast outages anger thousands across US In article <na4m2d$icg$1@panix2.panix.com>, kludge@panix.com says... > David Clayton <dc33box-cdt@yahoo.com.au> wrote: > > > >Do people actually realise that companies will not ever have heaps of > >people sitting around 99.9% of the time just in case there is a rare > >major outage simply to pander to their need for "support" (which usually > >means just telling them that the problem is being worked on)? > > No, a prerecorded message that people can call in is just fine. BUT, this > works only if the message actually answers the customer's question. > > "We have outages in X, Y, and Z which were caused by a backhoe incident in > W, and we expect to have service restored in some areas by N o'clock and > all service restored my M o'clock" answers most questions. > > But in order for this to work, first of all the company has to get the > information about what is going on to the call center, and get the message > up on the call center system, AND they have to get customers to the point > where they actually trust the message. To do that requires a few years of > presenting accurate information. > > People will ONLY call through to an actual person if they think there is > more information that they aren't getting, or if they don't believe the > information being given. However, with a company like Comcast, it's likely > that is 100% of the callers. THAT is the problem that needs to be fixed. Comcast has a mobile app called Xfinity My Account available for both iOS and Android devices. It has outage reporting featured prominently on the main screen. It doesn't provide much in the way of detail, but it does indicate whether or not an outage has been detected in your service area, which services are affected, and an ETA for resolution. Since I started using this app, the number of times I've had to call in to listen to the prerecorded status message that is enabled whenever there's an outage has essentially dropped to zero. ------------------------------ ********************************************* End of telecom Digest Mon, 22 Feb 2016

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