Tools
One reason why we need all those Uptrainings is that we have to work with a mishmash of outdated and poorly integrated tools. You'd think that once you call in and give the tech your phone number, up pops all your information, right at his fingertips. HA! This is Cablevision, the place where while you are on the phone navigating those endless menus, you enter in your phone number but then have to tell it to the tech when you finally reach a human. Didn't you just give the menu system your phone number? (Or rather didn't you give it 5+ minutes ago? :( ) Why is the tech asking for it again? Because Cablevision is incomptent!. That should be your first clue that we are (by Mangement's design) totally disorganized.
In the call center we use a ticket tracking application called Remedy. After we request your phone number (carefully following the BPA procedures) we enter it and hope your name comes up. There are a number of reasons why your name may not show up, but the most common is that you've gotten a new phone number (like a new OV number, or you may have moved) but your account is still listed under your old phone number. When you order OV and are given the new number, why isn't your account updated to reflect that? It's because of the poor integration. What happens in one application often isn't reflected in another.
Here is an example of their poor integration. Let's say you move and you take your modem and your IO boxes with you. What Cablevision does is disconnect your old account and create a new one. Your modem mac ID and IO box ID will probably be left attached to your old account. In a couple of weeks your TV and modem service stops working because The System does not recognize those boxes as being attached to a valid account. You call up customer service (not tech support) and the Customer Service Rep fixes your problem. Now why wasn't it done automatically? Because it is a manual process, there is no way to link accounts. This happens all the time. But guess where your email address is and will stay forever? Yep, attached to your old account. The CSR knows nothing email addresses, they are just concerned with the box numbers. There are tens of thousands of email addresses attached to disconnected accounts. Can Cablevision go in and clean out old disconnected email addresses? Nope! They may be used by a customer who has simply moved! That means if you ever drop OOL, you can pretty much guarantee on using your email address forever. This brings up another problem, remember Bulk Mail? Cablevision's vaunted SpamAway was to put any identifed Spam into your bulk mail folder where you could review it for mistakes and report any errors. That lasted how long, six months? And I believe this is why, there are tens of thousands of unused email addresses that are no longer being used but still get Spam. These emails never get deleted and use up valuable disk space. The BISC's only option was to remove the Bulk Mail capability in order to reduce disk space. After all, they can't delete email addresses because they have no idea which are are being used by paying customers and which are not!
Back to the tools.....
Let's say we are unable to bring up your account in Remedy but you have your account number handy. You would think we could bring up your account in Remedy using your account number. NOPE! That would make it too easy for us. We have to go to another application which accesses the repository of all the customer's billing and service information, Cabledata. This POS is a text program which runs in a DOS window. Believe it or not it is a 16 bit application! For you non-technical people out there, that shit went out with Windows 95! Being a text program it is comprised mostly of short acronyms and codes and there are HUNDREDS of them. Do we get training on them? See Uptrainings for an answer on that! When all we had to do in Cabledata was to set up truck rolls to fix signal problems it was easy, but then Management dumped all sorts of other responsibilies on us (fixing rates, Changes of service, OV issues,etc). More responsibility = more pay, right? HAHAHAHAHA! Not in the Cablevision universe! And the lack of training we get causes errors to be made all the time. Since we really don't know what we are doing with Cabledata it is very easy to remove existing services when we make a change to another service. So if that happens to you, don't blame the tech, blame Cablevision's management for their incomptetent Training procedures.
Remedy and Cabledata are the two main account tools we use but there are a bunch of others. And testing is never done by the Corp IS idiots. Man, I should have included those boneheads in my incompetence entry. If we get a new version of a tool, you can guarantee that their will be big problems for the first few days and then they will remove the tool until it is fixed. Half the time they don't even restore the old version so basically you are SOL! Anyway, at any one time we probably have 15+ windows open. And there is no built-in integration in any of them. What we have to do is cut and paste and cut and paste.
There is one bright spot in this mess of tools, a very smart and enterprising tech took it upon himself to write a program (on his own time!) to try to integrate a number of these tools. It's not perfect and has its flaws but it is MILES beyond what Cablevision provides us. He distributed this to a few fellow techs and management noticed their stats improved. In a rare stroke of intelligence they asked him to continue to improve his program and distributed it to the rest of the call center techs. For what this guy does, he should get $50/hr. Cablevision is getting a 60% discount on his programming! BUT he was still just a phone monkey. He was allowed a couple of days a week to work on his program but the other days he had to be a phone tech. This guy was far more valuable working on his program than answering phones. But it's like I've said before, Cablevision just cares about throwing bodies at the queue. Eventually his reward was a promotion to the Corporate IS department. There was no increase in pay of course, I'm sure Management must think that he should just be happy he's off the phones.....
posted by OOL Tech @ 9:50 PM
55 Comments:
the bulk mail comment doesnt make sense. 20 meg is 20 megs no? what does bulk mail have to do with it? and bulk mail still exists, one simply has to create the folder
bulk mail doesnt work. Plain and simple. Its just an extra folder that YOU have to move your junk mail to. It doeant work on the fly, it doesnt remember anything you flag as spam. My kid cant even use OOL e mail because of all the porn that it gets. This e mail address was never used, no one was ever told of its existense, yet it gets tons of junk and porn daily. Yahoo is cleaner to use. OOL doeant give you the ability to bounce back, ala Mailwasher. Nor can you create a blocked senders list. The bulk mail option is just like may other facets of OOL, USELESS! Verizons coming. I just cant wait for Fios to come to my town. Goodbye OOL, Its Dish and Fios for me and goddbye to you.
type phone number.. try remedy... no go.. try trio. use mac. DUH. this guys a real bright one. we all have our suspicions of who this possibly is, but all my guesses got thrown out the window with this post.. totally overestimated you. Its not that I like management or my job but if you cant master a couple of programs, you sir, stink. Peter - Youre just as bad of an end user as you were a tech. Yes yes yes.. we know you hate TSG and CV, and youre getting the dish. we know already GO AWAY. Do you really expect OOL's bulk mail to do your parenting for you? Youre a joke.
No, I think he expects a tool that is offered to work the way it should..and your customers expect the same.....then why offer it at all? Look at all the nonsense calls you receive because it doesn't work...Other sites do it right, why can't you...because it's cablevision...Typical who cares attitude.
Hey petergohome,
Like the next poster said, I expect a tool thats offered to a paying customer ( and the minute I left that shit hole i became a paying customer) to work as its supposed to. Other providers offer the ability to block senders and create your own blacklist. But we get a bulk mail folder that we have to transfer spam into our selves. What a useless feature. You can just delete it and not waste mailbox space. And as for my parenting skills, I dont let my kid use OOL e mail as I stated earlier. OOL e mail is useless for anything other than a spam recepticle, and I dont tell my kids they actually have OOL e mail address's which I had created for them.
Now your opinion of my tech skills dont mean sh*t to me so STFU. Your still an OOL tech\lead\supe\manager and you still stick up for a shit hole company that steals from their employees. Have you been offered a posistion as an assosciate network admin and then been given a lead role in upgrading/ migrating from NT to Active Dir 2003 in a 5 location WAN because the senior admin is an old school NT guy with no Active Dir skillz? I HAVE! So enjoy serving your master at TSG bitch!
Pete, You must really have no life to keep up this "I hate Cablevision" thing. You dont work there anymore.. move on.. start up the "I hate Burger King" thing, because that is where you probably work now ... Network admin my ass..
Soon to come:
Blog "I hate working @ McDonald's"
Cause the management sucks, no automation in burger flipping and no chance of promotion to a french fry maker.
P.S. Don't come to McDonalds cause they piss in your coke.
Signed:
Pissed off McDonalds employee.
Hmmm....There are a lot of people who don't work there anymore.....
Finally, a list of critisisms I MOSTLY agree with. Between the bashing, bitching and complaining, this installment actually makes some good- maybe even fair- points about the poor intergration of the tools we use.
To clarify one thing- I find I have open about 10 tools to do the job- not the 20 or more that has been mentioned before. Still WAY too many!
I think TSG is a bit of a victim of fast expansion here. To the curent sups and managers- those that know SOMETHING about what we do- the "progress" that has been made in the tools must be impressive. In reality, it it way too little- way too late. If it wasnt for XT2, as stated written mostly out of self preservation by a tech- The job would be unbearable. BTW, I am sure he is happy to be off the phones!
The idea of a database like Cable Data still in use by a company of this size is mind boggling. And as I understand it, the "improvements" on the way will not replace the underlying program, it will simply add a front end and still use the same underlying POS DOS text program! Can you say shortsighted?
A decision like that is not made anywhere near TSG, so the blame here is pretty high up on the food chain. They need to buck up and get it done if they really want to fix some of the reasons that hold CV back.
On that point- When do we get a tool that is is reflective of the changes in the way we record a call. Remedy is fine, but it must be kept updated. Why cant you look up an account by the OV number? I know the OV guys can,(using yet a differnt tool) but no one else! Dumb, dumb, dumb!
The real thing here is that the sub should be able to enter a phone number and a zip code- that should narrow down the account- and that info should automatically propagate to any application we use. That alone would increase customer satisifaction with the call handling and ease some of the most frustrating moments for the customer AND the tech. The coming "improvement" is a step, but falls way short of what is really needed- another "band-aid" instead of a real solution.
Its not about being able to "master" a few programs- its about someone realizing that what worked when there were 100,000 modems being used by techy oriented guys versus 2 million modems being used by grandma and her wireless laptop (that doesn't have a router, of course) calling on her new OV phone and complaining that her "internet" is down are vastly different undertakings. We, and the customer, dont have the time to screw around with what should be the basics- getting to a knowledable tech that has the necessary info to help them!
If you have been here long enough, It used to be around 20 tools and databases to open up until about a year and a half ago, and that was on old PC's w/p3's and 64-128MB RAM. They started some band aid process after the lawsuit started to upgrade the pc's and upgrade the tools to no real improvement. I agree, it's still way to much and it is a big deal because everything is geared towards stats and this all affects...STATS. They will tell you to learn how to multitask...LOL..Lets put one of them behind these phones and use all that we use. With all they expect why don't we have a system in place the intercooperates and makes our jobs easier. Why does it take someone to program something on his own, and it is still not perfect. We should be able to bring up plenty of information with a phone number or a mac and it should propogate over to tools and databases we need. All this in 1-3 screens..not 10 or so. Nothing is ever done about it because..their is never any time to do it, and it involves thinking and work from management to come up with a solution. They will never part with cable data because of all the information it stores and them just thinking about migrating that to another utility has them tell you learn how to multi-task....it's a big task but one that should be considered. Again, where is the time in a non stop call volume and a place where people are already overloaded with responsibility in their eight hour shift?
bitch huh? Youre still on here whining about a company you don't work for, you sound like a 5 year old. BTW, call me a bitch to my face and ill break yours (i know who you are).
The big problem I see here is people that think nothing can ever change for the better and their is nothing one can possibly do to make that change. They know things are very wrong but will just continue to be treated like dirt. What HAPPENED TO ALL THE TRUE AMERICANS IN THIS COUNTRY. We might as well live in a 3rd world country, work like dogs and live in cardboard shacks, AND WE MIGHT AS WELL REGARDING EMPLOYMENT AND THE DIRECTION WE ARE HEADING. If this is what our great country has come down to as far as employment and people are willing to take such dismal treatment just for a job, and their is nothing we can do but comply and work for such greedy, control hungry people, then I am afraid we lost any gain we have made in the past regarding labor movement and fair treatment of employees to better ones conditions at work. These guys are not asking to be rich, we are asking for the fair chance to make a living, a job and have some stability and growth potential and there is nothing in place here that even mimics that. Their are land mines everywhere. Cablevision will take advantage of all that is in place to do as little for you as possible under the law to maximize profits....Look at all they expect from you, how about expecting a career with some pride back. Why not demand respect and fair treatment, 3-4% raises across the board and a place to grow in. Why just settle with jobs that expect to squeeze everything from you, managers that play games with you, and kick you out the door to squeeze the next guy in line. I definately see what these guys mean about this place..it sucks big time but could be a decent place if they wanted it to be and just put in an ounce of effort to do that..I see many other companies that do and I guess it's an ego thing with some of these mangaers and loving their control. I see it from the top down here.
On a further note, the people that are bad mouthing these guys and hate being treated like a respectable employee either never had the opportunity before and know nothing about them or worked for some crappy job with a weak union and think they are all the same. From my experiences and people I know.. the IBEW is one of the best and strongest out their and these guys did their homework, we should at least give it a shot. It's just a matter of getting to an election, I have never tried this before but this place can surely use one. I guess that is why they have union busting lawyers at the ready here becuse it's probably been tried so many times here..take the money they sink into them and invest in happier employees...sounds simple to me. The way things are now, nobody will survive. Something will either do you in that is nonsense and has no bearing how good a worker you are or burnout will kick in. Their is very little forgiveness here. Changes are needed and I don't see them rushing to make them anytime soon, why can't we stick together on this and try, I am not afraid and doubt I will even use this place as a refernece "when" I move on..because I guess we have to, Cablevision does not want to keep you.
Hey petergohome, you are a bitch. Anyone that kowtows to a management team that steals and abuses their employees cant be decribed as anything eles. As for breaking my face, come and get some. You think you know who I am? Look me up in cabledata and come by my house and threaten me. Thats an invitation bitch. You will find I dont scare easy and I dont back down. The only one flippin burgers is you. Your the one thats still there. TSG is the Burger King of tech support and if you were all that, you would be a net admin or a desktop support tech by now. But you never will. Youre too content pleasing master Pete and mistress Anita hoping to score some time off the phone to hang paper.
Pete...
SHUT THE FUCK UP....
you are not going to do shit... go back to your "Netadmin" Job and flip some burgers, or cut my grass... Dipshit..
I'll have a large fries and a diet coke with that cable modem please.
you can only dream to get a job like I have. And you know what? You will never get one. Unless you have a brother in law to help get it for you. Have fun bouncing modems and provisioning voice mail, I actually have a network that all mine to develope as I see fit. Well its been real, but you're becoming a bore. Perhaps I will see you in live support when I log in to complain about the spam folder that doesnt do shit , and the speed issues that were never resolved on my UBR.
death to the infadell (ooltech)! like my friend say, hopefully u die a long exrcuciating death at the hands of headpiece speaker, inshallah!
Sincerely,
Mukbir Jahid Wahad Al Maqsood.
Whats up ass clown cable losers.....Hey PG...Don't even bother with these idiots..whats the sense, you are dealing with kids that know they cannot get any better in IT, they deserve to be where they are in life with a company that will squeeze them to insanity..let them suffer.....we all just have to move on, It's hopeless there... I couldn't look at another pathetic face in TSG any longer...much happier now..good times!!
funny (Your still an OOL tech\lead\supe\manager and you still stick up for a shit hole company that steals from their employees. Have you been offered a posistion as an assosciate network admin and then been given a lead role in upgrading/ migrating from NT to Active Dir 2003 in a 5 location WAN because the senior admin is an old school NT guy with no Active Dir skillz? I HAVE! So enjoy serving your master at TSG bitch!)
i am surprise you got time to blog since you have quite a project
(bullshit) as active dir skillz what do you need to know novell???
how to created user and set rules between groups
wow that alot stuff to do :)
as a ool tech yea we got alot of shit to put up with but it's a fucking stable job that not going to laid you off anytime soon.even if you have lack of pc skills
ya should see cv as motivetion so everytime ya go to work to cv you will look for something else and better???as far peter gibbons
if cv give you a problem such bulk mail and shit
use gmail,yahoo,hell aol i hear some good stuff
as far ubr if we got slow speed ok
change to dish
you can afford that as a netadmin
oh yea you still work at burger king
whopper please no cheese don;t want to slow my ubr
BITCHASS
i see this as oppt. to learn ov
since i never care about voip
alot of company are looking at voip services and being where i am atTSG
it's free and pick up my skills
What skills? unless you go back to school, get certified and have a drive to learn real IT work outside the TSG world you will not have a credential worthy of advancement anywhere else...what you will learn at TSG will get you the same position somewhere else...that's it, sorry but it's reality..there is no encouragement to get certified and progress beyond bouncing modems...only the better techs that stay on top of their game and do real work outside of TSG have a shot somewhere else. Novell for active directory...LMFAO!!!..you will be there forever....p.s your grammar is torturous to read through as well.....
As you said;
ya should see cv as motivetion so everytime ya go to work to cv you will look for something else and better???
That's about the only skill you will pick up there because it's dismal...isn't that sad, a job that motivates you to be somewhere else...exactly what anybody should want with a job or career...what a waste of time that is....I see the employee competance is at an all time low..exactly what they pushed for..a bunch of puppets they can play around with...better hang a while and try not to burnout, I think you need more training.
stable job..lol..I guess the hundreds of employees that have come and gone through these doors gives you that assumption. It's stable for as long as you can take the stress, and hounding to run the marathon...maybe 2-3 years tops and you will burn like the rest of them because there is nowhere to move up. Think about it 95% don't make it tio their 4th year...real stable.
Landmark cable deal OKd
BY KEIKO MORRIS
STAFF WRITER
September 27, 2005
Massapequa Park Village trustees last night unanimously approved a proposal that would make it the first municipality in New York to allow Verizon Communications to debut its cable television service.
The action now needs approval from the state Public Service Commission. Village Attorney Kevin Walsh said he expected the PSC to review the agreement's language relating to its own jurisdiction, but not to get involved in the "pros and cons" of the service.
The mayor and trustees voted 5-0 after a public hearing that drew more than 200 people, most of whom appeared to favor the agreement. The mood and size of the audience was similar to that at a public hearing two weeks ago, with many residents welcoming the possibility of having the choice of another cable service provider.
Cablevision, the only cable TV provider on Long Island, vigorously contested the proposal, arguing the contract would give Verizon unfair advantages. (They have gotten a contract in ONE village, wheres the advantage?)
"The phone company is trying to rush a deal that undermines local control, allows it to place large utility boxes and wires wherever it wants and compete unfairly," said Cablevision spokesman Jim Maiella. "Level playing field means level, not slightly less tilted."
Following the vote, Maiella said he did not know whether Cablevision would further challenge the agreement.
Village Mayor James Altadonna Jr. said he sees the village's role as a neutral one and he is more interested in fairness and not the distinction of being the first in the state to open its market to Verizon.
"I feel that the role of government is to bring as much choice to its residents," Altadonna said, "and keeping all things equal so that companies can compete on a level playing field."
Last week, Verizon rolled out its service, FiOS TV, in Texas, offering rates that would generally undercut competitors there. Basic FiOS TV service was set at $12.95 a month, with expanded basic available at $39.95.
waa, waaa..here we go again, they are going to start crying unfair..just like the staadium deal..do anything to prevent competition and giving people a choice. Obviously nobody is buying or cares about the unsightly box thing....WE Want FIOS!...yes, people are that sick of Cablevision. The playing field is fair..Verizon is just upgrading what they already have in place..It's just another stall tactic...Not much Jackson Lewis can do with this fight.
Kool Shit! Bring on the flash games buddy!!
its totally unfair, i want u pathetic american pigs to suffer in cablevision for eternity....putrid infidels...
All of you people sound like 2 year olds crying because your mommy told you something other then what you wanted to hear
grow up and welcome to life
Massapequa Park Village
hmmmmm...
i wonder what UBR that might be on??
:)
Wonder if anyone there had any ov issues lately.
wha wha !
(stable job..lol..I guess the hundreds of employees that have come and gone through these doors gives you that assumption. It's stable for as long as you can take the stress, and hounding to run the marathon...maybe 2-3 years tops and you will burn like the rest of them because there is nowhere to move up. Think about it 95% don't make it tio their 4th year...real stable)
:) you are right about hundreds of employees that come and go
like i said it's a motivation to move on but you still talk shit about like you want to work here still.Ain't nobody making a career move unless you apply for lead pos.or something like that
some people got family ,you know what it pay the fucking bill dick,
you downmouth cv so much but you still use cv products.i move on from cv and got a better job but the expernece in cv help me land this job .
Did it help you as a net admin.to deal with user issue ????i am sure in active dir. you got more one or two complain about logging in
looking at the time look like you ans.pretty quickly about it
net admin BULLSHIT
Bet you're still bouncing modems wherever you are with your experience from TSG, again your grammar is torturous, can only imagine what those remedy tickets looked like...but it's not your fault, it's what they attract, and yes, I am a network admin...1 of 8 here at ********* always knew I would be, but not at CV, don't ever want to work there in any lifetime the way that company treats it's employees, just want you all to realize things can change if you want them too, and if they don't listen or change ( and they won't)...send the damn job to another country, we don't need crap like that here. It's designed for a third world country the way you guys are treated. It's not so much the job that sucks, It's the way you are all treated like ants, the knitpicking, and the ridiculous expectations and conditions without taking a breather that needs to change most, so people might have the chance of earning a living. It's currently a horrible place to work and I would not want to wish it on my worst enemy.
TSG is not reality in the workplace, not even close, It may be comparable too an immigrant working in this country and even they may get treated with more respect, So please, this does not have to be life and welcome to Hell is more like it...management has to go and changes are needed to make this tolerable, I am a technician and wanted to be treated as a respected technician, not some child!
ass clown cable techs will never have respect...your friendly neighborhood Verizon tech
Assclown Verizon tech should have taken the buyout when he had a chance. have a great retirement sucker.
lol..you and your buyout...whatever, is that all you can say? so many bitter ex verizon people that were worthless here, explains it. At least I will have a retirement...it's called a pension...choice plan LMFAO..looks like everyone chooses to leave and that's the choice at CV...
still making 18 an hour I bet, make that in a 1/2 hour not including overtime pay...I know, you love working for them tyrants and we do nothing compared to you...hint: that's the idea genius, nobody is pushed as hard as you desperate losers are, you only wish you were with a real company that treats their employees with respect and a living wage...so pathetic you are...How can anyone tolerate that nonsense and even try to be happy working for CV. I love the way all your workers have droopy faces like they are prisoners of war while on a smoke breaks because they are mentally shot, see it everytime I visit my buddy...get a real job with people that treat you like a real human being already, oh i forgot, you like being treated like shit..it's you that has to worry about your life pal, I will be just fine
where my check! has anyone gotten paid yet from this so called class action suit. Other than the lawyers?
checks are coming...thanks to those that had the courage to open the lid on this and stand up to these mongers...
I got my check today, $860 before txes, $511 after
you obviously did not sign with the lawyers...I got 2 checks totalling 3,000 dollars...2,000 after taxes.
No I didnt sign with the lawyers, I didnt even know about the lawsuit! I stopped working in customer serv. in melville over a year ago. First I heard about this was a letter in the mail in august! Enjoy your check :-)
i would like to make a request for a blog about positive experiences.
go ahead, It will be short lived....I can't think of one in my 4 wasted years...You will have no replys on that blog...lol
I had a positive experience...the day I left that dungeon and didn't have to deal with all that nonsense anymore. I am so much better off now, a fraction of the stress, but making twice as much...My pride is back, I love what I do, weekends off, Holidays off, I can put my family before my job again. It's as If I have been let free after being tortured for so long.
dibble me this, dibble me that...dibble likes to work like an ant while his superiors get fat
My positive experience was getting denied a personal day for my sons baptism. Thanks Cablevision! I was "written up" when I didnt come in. That place was a shit hole.
You thought a job answering phones was going to make you happy in the first place? Well then you a total dipshit, and you should be sterilized. darn you hae kids already... Thata bring me to an even greater problem... worth typing. The human race is doomed simply because the idiots of the world are out there reproducing like rabbits, while the "smart" humans, who know not to have kids if they are working at a shitty job to begin with, and when they do have kids they have just as many as they can afford. Not an army. blah blah blah..
1 kid is an army? I guess we can't have kids while trying to earn a living..that makes sense, wait until god knows when you have a job that pays enough and encourages you to stay...missing the point again clown..this place is a disgrace to work for many reasons, and we can all make it better. There are many that are and were qualified to do more than phones but they won't give you that opportunity
you don't have to be happy, but you should be compensated for all that is involved here with the chance to make it a career, how many people out their are happy with what they do for a living? The difference is they will tolerate it because they can make a living, unlike you. Advancement is another issue here, and is non existant for people that are overqualified to begin with. So why are you still here? guess you never plan on having kids because you only work for a media giant and they won't compensate or care about keeping you. Guess that union flag waiver on the side of the road just loves what he does or is it that he does get compensated well and has the chance to make a living, a retirement, and have kids for working half as hard as you do...Guess that guy wanted to be a flag waiver all his life....think about it clown
ya the job is tough dealing with customers, but I can tolerate that. What makes the job bad is the way this place is run and the way we are treated like disposable kids....and that can change if we stand as one voice.
Yes, I agree with peter. A lot of people wont work.
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