Connectivity and line drops, not to mention overall speed have rolled
off with Demon over the last 2-3 months here.
Could be a blip.
Could be Scottish Telco pumping less resources in.
Could even be nothing to do with Demon at all.
Whatever the reason, it's getting borderline shoddy. But the mail is
still getting through.
Overall, I can't complain with the package offered for the price... yet.
In message <[log in to unmask]>,
[log in to unmask] writes
>
>>I think it would be helpful to explain exactly what you mean by the
>>above as it could be construed as misleading and depriving Demon of
>>business.
>
>I mean/t that until quite recently phone access to the Help Desk/Support Line
>was amazingly quick and easy; then suddenly a week or two ago it began to take
>up to 15 minutes or more to get through plus time in the queueing system. An
>anonymous 'agent' told me that the sudden change was because a number of
>support operatives supplied by a 3rd party company had been withdrawn, though
>whether this is/was true or not, I wouldn't know.
>>
>>snip>
>>A Demon staff member also wrote the following in one of the Demon
>>newsgroups at the end of last month:
>>
>>"There is currently about a 3 week backlog on email at the
>>helpdesk.
>>
>>The only way to address this is to reduce the number of staff
>>taking phone support.
>>
>>Given the choice, we believe that answering phone queries is 
>>more important than answering email.
>>
>Er, they mean they have no choice and have been forced to adopt the less
>desirable alternative?
>
>>Remember it takes significant time to recruit and train additional
>>staff."
>>
>>and
>>
>>"I strongly reccommend that customers phone the helpdesk. It is now
>>local rate for everyone and queries can be handled much faster
>>when pertinant questions can be asked in a voice exchange, rather than
>>being delayed in an exchange of email."
>>
>>The above would appear not to support any assertion that Demon are
>>"chopping this service".
>
>Well, I'm not sure about that -- I'd have thought taking staff off the
>phone to
>deal with email counts as choppping the phone support -- but I do know the
>service has, perhaps temporarily, nosedived. I'm not suggesting doing anything
>about it except waiting to see if they restore former standards; I have had no
>connectivity problems unlike others in this thread, and I just happened to
>need
>support to sort out a block on the server yesterday and it took for ever to
>get
>through. I'm not planning to move but it would be difficult to reommend
>them at
>the moment.
>
>Senior Lurker
>>
>>Chris
>>-- 
>>Chris Salter (Vice Chairman)             Lincolnshire Post-Polio Network
>>                    Registered Charity No. 1064177
>>          <URL:http://www.zynet.co.uk/ott/polio/lincolnshire/>
>>     Web Site & Vice Chairman Email: [log in to unmask]
>>           Honorary Secretary Email: [log in to unmask]
>>        Member of the British Healthcare Internet Association
>>  
>

-- 
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