Anyone else encounter the new IDNET script support response?

[Dakota2]

I lost my ADSL2+ connection late morning after it was fine early morning. Couldn't get on to see if the forumites had encountered a problem so I rang IDNET. I got a shock because I encountered a script based response. Could I unplug all my wiring and plug in via the master socket direct? Er no because it's perfectly OK can we skip the Mickey Mouse questions I've only been involved in computer networking since 1972 (dying days of ARPANET, I am that old). "No we have to do it this way". I said I pay IDNET megabucks to avoid this approach can't I just ask what I want to know?  Reply: "No". OK I guess I'll just dig out my old laptop with the modem and see if there is any chat on Idnetters. Is this the new IDNET business model I ask myself?

[Glenn]

It's a third party company that IDNet employ to cover the few out of hours calls that they get. I haven't used them myself, but the general consensus from those that have is poor.

[Lance]

If that was today then you got through to the out of hours support service. Trust me, IDNet support in the week is not the same.

Have you lost ppp only or sync as well? If ppp only then have you tried switching off the router for 30 min?

[Dakota2]

I logged into the Billion router and started poking around. I was just thinking of altering my ADSL2+ configuration when it came back to life. I wasn't expecting a script response, but maybe a chance to leave a voice mail. A voice mail response would have been more acceptable for me. Everything is fine now but it's very rare to have a persistent problem unless there is an IDNET service announcement or the forum is discussing it. I may have been a bit brusque because a script based system irritates the hell out of me.

[Rik]

TBH, we'd probably ask you to unplug everything and, if possible, connect to the test socket - it's the only way to isolate the problem being with your equipment or on the BT side.

[Dakota2]

All I wanted to know was everything OK at IDNET or had someone dug up a cable with a JCB and what did my line look like from their end. I'd then analyse the situation and decide what my next move was. I don't rush around removing panels  to get at the master socket until I have more information. I think BT may have been messing around, as FTTC is due to be rolled out soon in our area. There have been men in vans busy all round my area.

[Gary]

All I wanted to know was everything OK at IDNET or had someone dug up a cable with a JCB and what did my line look like from their end. I'd then analyse the situation and decide what my next move was. I don't rush around removing panels  to get at the master socket until I have more information. I think BT may have been messing around, as FTTC is due to be rolled out soon in our area. There have been men in vans busy all round my area.

Check the AAISP status page, you get more information there than IDNet ever give out...

[mervl]

The Zen and AAISP status pages are good for BTw issues (but I've had a couple of outages where nothing was shown as it depends what their monitoring/customers/BTw report). They're no good for issues between the exchange and CP. Frankly I find if BTOR are the problem e.g. maintenance it'll normally cure itself within a couple of hours, and if not then as their standard fault repair is working hours only (outside for reports made during working hours only) what's the point in fretting out of hours, nothing is likely to happen anyway. You get what you pay for. Want better - pay for enhanced care, but prepare to be disappointed. Broadband is a mass market not a customised service - want things tailor made, then pay for a dedicated fibre link.

I find ORs fault response is extraordinarily good for what we pay for, but like everything mass market that masks both the good and the bad, but your influence over it is zilch. Same as everything else really. Yes, like hurt children we'd all like someone to always be there to make us feel better: but when you're an adult the only person who can be relied upon to do that is ourselves.

[Dakota2]

I only wanted to know if I should mount an investigation my end, honest. No use me trying to get onto any fault reporting site as I didn't have any broadband, and my mobile is a dumb phone!

[Tacitus]

I only wanted to know if I should mount an investigation my end, honest.

Nobody is getting at you, honest    All Mervi was pointing out is that for all the talk of 24/7 support, if the fault is with BTOR, then whatever the ISP may say, BTOR will move at their own pace.  Thus you could report a fault to iDNet (or whoever) out of office hours and if it's found to be BTOR at fault, nothing will happen until the next day.  Unless of course you pay top dollar for enhanced care, which for a consumer service is hard if not impossible to justify. 

On the whole I think we get good support from iDNet and, to be fair, from what I'm told some of the others such as AAISP and Zen.  NewNet/Timico are now pretty much a B2B supplier with big ambitions; extremely good if you are a business and are prepared to pay for what they offer.

With the mass market suppliers you take your chance.  Some find them OK, others don't, but if you are only slightly technically minded, talking to Bangalore is an exercise in applied futility.  Been there, done it when I was with Demon - another once good ISP taken over by the money men.

[pctech]

IDNet and Zen are on a par with each other although Zen support is strictly 8-8 weekdays and 9-5 weekends and like IDNet's weekday daytime support, is execellent.

TBH I've not read a good word about IDNet's out of hours service and think it is more damaging to the company's excellent reputation.

The company they are employing is indeed working to a script and probably has little or no access to IDNet's operations systems so probably couldn't answer your question.

All they are probably doing is logging stuff for the 'day team' to action.

[jameshurrell]

I seem to remember some lengthy discussions on here some time back about the complete lack of out of hours support and why wasn't there any... Then IDNet reacted (not sure whether it was as a direct result of the forum "noise") and provided some... And we had all that discussion about there not really being any point anyway if OpenReach wouldn't do anything until the next business day (or whatever).... Seems like déjà vu! 

[pctech]

Yep its only business connections with Enhanced Care that get Openreach attention out of hours.

Had an Openreach visit on Friday to sort a voice fault out and the guy said he was working Sunday.