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.

Friday, July 01, 2005

Slow speeds Part II

In some cases the problems with slow speeds may not be OOL's fault. Sometimes the problem lies outside of our network. I've had customers show me traceroutes that show spikes of hundreds of millseconds but when when examined the spikes appear after they leave the OOL network.

You would think that once we are notified that our peering networks have issues we would route around them or use another peer but no, the networking groups don't care. Not our network, not our problem is their motto.

So go ahead and call it in but don't expect much. The tech will not be aware of it. If it ain't in our network, it ain't an outage and thus will not be on the Outage board. If you insist, the tech can escalate it to the Comm Desk but they're useless, since it is one customer, and it is not in our network, they won't do anything with it. Your complaint will fall on deaf ears.

Hell, I don't like it, I know YOU don't like it but that's the way it works.


At 4:12 PM, Anonymous Anonymous said...

See dfor more info.

At 1:23 PM, Anonymous Anonymous said...

"not our issue .. not our problem"

so true...


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