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999 posts

Ultimate Geek
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Topic # 229059 5-Feb-2018 19:06
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Have a client with telecom business mail and another with xtra email ( yes - i hate it too - thats an historical issue that I cant get resolved )


Both with issues.


  • Sparks webmail app timing out regularly.
  • Request call back app / page on mobile times out (connected on two different wireless, mobile 4g, two types of phone) then makes it through but the drop down box has no options so cant move forward (have to choose option that doesn't exist), then eventually get the list (three refreshes) only to be met with a permanent spinning circle.
  • Request chat app on mobile - stops accepting text input once eventually got through its dumb info giving process that sent me back to the original blank screen requesting info 3 times (post obviously failed to put through data), then no response from chat agent after 10 minutes so assume it was munted too.
  • Business webmail not receiving updated emails from imap synch within 30 minutes.



That's four different spark sites, all timing out and failing on posts or failing to complete ajax lookups or similar - over last 6 days.


Anyone else seeing it? Across 5 different pcs, four different wireless networks, three backed by fibre and 2 x 4g networks on two devices.




Hellishly long times waiting on their phone help.




AS a suggestion @spark - when the voice prompt says TELL ME what is wrong then suggests you say "setup" to get advice on email set up or push one, two or other button  that's really schizophrenic - either accept voice prompts or accept dial tone prompts but mixing both in the same question is dumb.


Also the obvious answer to , "do you want help with email set up" is "No" (if you don't need it). After you try "no" three times (getting told i didn't catch that"  then drop an fbomb in frustration - hanging up isn't going to make the client feel better. It is aggravating your idiot savant voice recognition doesn't under stand a single word answer to a simple question but can pick one swear word out of an 8 word sentence.


Oh yes - telling us that if you having internet connection issues you can go online and use an app to test it ... DUH!!!! if they can go online they wouldn't have broadband issues would they.








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'That VDSL Cat'
7746 posts

Uber Geek
+1 received by user: 1568


  Reply # 1952189 5-Feb-2018 21:50
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i don't often cover business mail, so will see what i can do about getting across to the right folks over there on Wednesday when I'm back in the office.




It's weird your getting timeout issues though, Honestly i'd jump straight to devices/connection as a first check. You have clearly tested against that however.


Can i confirm your using 126/0800 110 062 and not 123 to get ahold of support for business mail?


When i was over there the other day, tons of more agents on Core compared to ages ago and Queue is almost non existent in business hours as far as i have seen.




IVR can be a bit of a beast, i often work with the guys who build it. Will pass along the feedback.




The online app process is actually very good, assuming you have a mobile data option.


I personally haven't pushed it too heavily on here as I'm waiting for our next drop which adds more self service things.




For chorus fibre, for a IT person needing help (or even remote IT support) it can be amazing - Plugs into the the Checkmate API so you can drill down to if your looking at a RGW or ONT issue for the first part :)




I can definitely appreciate the fact that it can be frustrating being recommended to head that way too however. 





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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