Inside Tech Support

An insider's view of the OOL technical support call center. I am an OOL techical support representative and I've created this blog to give you an insight into the workings of the call center as well as help you get inside the mind of the guy who is helping you.

Thursday, June 30, 2005

Upload Cap

Ah yes, a subject near and dear to all the rabid P2P (Pirate2Pirate) app users. I'm sure you are all dying for me to spill the beans on what triggers the upload cap and how to avoid it.

But yet again us tech support guys are useless. We don't know that the limit is, the networking guys won't tell us. From a management viewpoint this makes plenty of sense. The reason why they have a cap is to preserve the limited upload bandwidth. If we tell you what the limit is, you will use the bandwidth right up to that limit and we would still have a saturation problem.

The good news is that after you are capped and call in, when you ask the rep what triggers the upload cap and he tells you he doesn't know, at least now you know he is not lying, he really does not know. And don't bother speaking with a supervisor, they don't know either.


At 5:37 PM, Anonymous Anonymous said...

when i called for un-cap, that tech didn't do the actual procedure. he placed a request for it to be done. then about 2 hours later i recieved a call-back from somebody in (i guess) 'security department', and he was the one that reset my modem for 1mb profile...he did not sound like tier1 drone. so could they know?

At 10:10 PM, Blogger OOL Tech said...

Yes, that is the procedure. And no, you did not speak to the 'security department'. They don't want a regular tech debating the reasons why you got capped so they have a call back team in the call center that handles the capped users.

And forget about tier 1 or level 1 or other such nonsense. There is only one kind of tech that handles PC issues, there is no level 1 PC support or level 2 or level 3.

Yes they have level 1 for Optimum Voice but we aren't talking about that here.

At 1:57 AM, Anonymous Anonymous said...

if you have no levels support, if a problem is beyond tech's abilities, it doesn't get escalated for resolution?

At 1:22 PM, Anonymous Anonymous said...

Security only gets involed once you've been a bad monkey and its your 3rd or 4th slap on the wrist.

btw ooltech

I hope your smart enough not to post from work or even post on dslreports from work

good site keep it up.

At 2:57 AM, Blogger hagrin said...

Mxx -

The escalation procedure ends up being:

Call Center Tech
Call Center Lead Tech
(bypass supervisors as they have no technical expertise)
Comm Desk
BISC/NOC/ISC(Core Group)
And then all weird issues to random engineers like Wilt/Jack, etc.


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