Xilo out of hours support questions.

Hi,

No don't worry, my connection is fine

Just a couple of questions regarding your out of hours support in case my connection went down.

Do you offer customers on your office packages 24/7 support?

If so is it a phone based service or email only?

Thanks

Normally a good idea to ask us direct via ticket or via our forum, as they are the official support methods.

24/7 phone support is offered to customers that opt for enhanced care. Any Home/Office package can opt for that at an additional monthly cost.

Matt

In reply to a post by uno:

Normally a good idea to ask us direct via ticket or via our forum, as they are the official support methods.

Matt

It rather silly to say this because if the broadband was down, how on earth will the customer raise via online ticket or forum post because the internet will be down anyway. They should provide 24-7 tech support phone number or service status freephone number to check the broadband service status.

I think you're missing the context of reply and jumping to conclusions again.

That comment was stating it is best to ask such questions via our official support channels instead of an unofficial one.

Matt

Thanks for that.

How does your ticket based system work? I do on call with my job and it is phone based which I guess your enhanced care is yet you answer tickets at 3am sometimes?

Is that you just being awake for other things or do you respond to tickets during the night too ?

Tickets are around the clock regardless of enhanced care or not, but what can be done out of hours is limited for the obvious reasons.

Matt

So if I submitted a ticket at 3am would you wake up and do it or would it only be done in the event of you already being awake looking at another issue?

Tickets are dealt with around the clock to whoever is reviewing them that night so it isn't a case of "waking up" to do them etc.

Matt

So does the designated on call person check tickets until a certain time and then after that let them go through to the next morning?

They are monitored and dealt with throughout the night as confirmed earlier, in order received.

Matt

So if my line went down at 3am and I sent a ticket in somebody would look at it?

Do you work a night shift then when you are on call?

I can't say immediately depending on what other tickets are to do (as I said in the last reply, they get dealt within the order received) but to stress, unless it is something on our side and unless you have enhanced care, there is little BT will do out of hours.

Matt

In reply to a post by uno:

Normally a good idea to ask us direct via ticket or via our forum, as they are the official support methods.

24/7 phone support is offered to customers that opt for enhanced care. Any Home/Office package can opt for that at an additional monthly cost.

Matt

What's the problem? ThinkBroadband is a primary marketing channel for resellers such as xilo / Uno and surely questions about support are something to be proud of. Something to help sell your products?

Not something to be covered up via private tickets?

So we can be clear. Does Uno or Xilo offer 24 hour support and does Uno or Xilo have direct access to BT Wholesale's ECO or Openreach EMP? Both of which appear to offer 24/7 testing and engineer booking to providers. Does support have access to 24/7 tools provided by LLU operators? Or does support rely on third parties with access to the tools? In effect just marking up offerings by other providers?

Support services offer differential and unique selling points. I am surprised that Uno / Xilo are appearing to want to hide these selling points behind private ticketing.

Edited by deleted (Thu 05-May-11 21:30:22)

hey.Maybe I can help Ive had a few problems (out of hours) Ive raised a ticket sometimes as late as 1am getting a reply not long after.

Bank Holiday monday My paypal account got hacked and 600 quid taken from my bank account I was worried about the payment owing to Uno (on that day) I heard back from them within the hour.

In reply to a post by atj003:

Bank Holiday monday My paypal account got hacked and 600 quid taken from my bank account I was worried about the payment owing to Uno (on that day) I heard back from them within the hour.

Yes, I'm not surprised about that one.

that was scary about the entire paypal thing..paypal didnt care!!

One of the main problems was the profile issue i needed something tweaking on the line Uno got that sorted out at 1:30am.

by the mid morning the tweaks had been done.On the whole I find the ticketing system good.My brother can spend 30 mins on the phone with sky and nothing is really sorted.

ofc one of the brilliant things in all this so far so good the service is wonderful and needing to contact support isnt an issue.(very much like with Ukonline).

Edited by deleted (Thu 05-May-11 21:38:11)

there was a time when I was with Ukonline they had tried me back on a Dynanic IP after being on Static (i was one of those customers who wasnt getting an IP addy when logging on) the only way they solved it was upgrading me to static but someone had removed it.

Tier 3 were the only people who could sort the issue out so even with the 24 hr call support nothing was done till the morning.

Post deleted by billford

Yes all sorted

In reply to a post by atj003:

hey.Maybe I can help Ive had a few problems (out of hours) Ive raised a ticket sometimes as late as 1am getting a reply not long after.

Bank Holiday monday My paypal account got hacked and 600 quid taken from my bank account I was worried about the payment owing to Uno (on that day) I heard back from them within the hour.

Whereas if you had been ringing BT support you would have had to do as the script-monkey wished: change your filter; try the test socket; reboot your router; etc. etc.

I agree.

I do consider Myself a Fussy nerd,my only worry with Xilo is the usage limit because im having to tell the family about leaving things streaming etc.

I know I sound such a fanboy about Xilo but I truly cant fault them in terms of the Quality of service.