Hi, webdesignempire, thanks for taking it up.

I believe this single step is better than all the energy, bandwidth and efforts in the rant section.

I were talking with the tech support at 100 too.. and the thing is, they're pretty much 'isolated' and 'limited' in their trouble shooting capacity.

We experienced downtime yesterday, as per some of the other users reported here too.

When I was calling TM's support line, i specifically asked how do they determine if there's no issues on TM's side. And their answer is, their boss didn't inform them of any issues.

I were specifically questioning him on the kind of information available to him, and was disappointed to see that he's just a guy with a telephone attached to him, and there's no 'actual troubleshooting' being done.

If I'm TM, i'd imagine the guys at the support line to have something like this.
1) Computer, of course
2) The computer should be connected to a database of current issues.
3) He'll need to have access to all the latest cases reported in 24/48 hours.
4) If there's a sudden spike in reported cases, especially reported cases from geeks/IT personnel who are sure their network/virus/what os you're using is not to blame.
5) Then confirm, there's a problem with streamyx end.
6) Reply to customer, yes, I can see within the xxx hours, a lot of other technically competent users are complaining of the same problem too, therefore, we believe we have an issue in streamyx's network, particularly relating to our DNS server, and our technical team are already working on bringing the DNS server back up.

...

This is what I want to hear from them!!
But instead of this, seems like TM's support is working on a case by case basis, they don't know how to put 1+1 = 2....

actually, if they train their frontline to be smarter, and give them more information to link 1+1=2, then TM will be saving a lot of money from sending their technicians out.

Everytime I make a call, they say send technician...
Every technician sent out is a cost to TM, why send the technician out if they can determine, OK 2,000 of the reported cases are an internal streamyx servers issue, we resolve on our side first. no need to send technician out.

Imagine the savings!

They need to empower their frontline staffs who're taking in calls, put smart ppl in there, and give them power to direct the technical team around, NOT the other way!!

The front liners who answer our calls are either smart ppl limited by stupid process, or they're not so smart, and TM don't even trust their own front liner's troubleshooting abilities.

Like in ur case, WHY ON EARTH need to send technician out?

It's really a no brainer.

If ppl complain to me my 2.0 is 1.3

I'll check on my side, is it wrongly capped first? Especially, since this is not the first time it happened.

The frontliner's user terminals should have all this ability built in... check cap limit on TM server, compare with signed package, if wrong, ask technician to cap correctly. case closed an hour later.

But they always send technician, send technician.
This is fine if they're dealing with non IT savvy customers, but for technical guys like you and me, who live, breath IT, they shouldn't treat us as dumb guys who needs confirmation of probleem by their technician...

Speaking of which, our international line is still experiencing packet losses.....