Schools Broadband - Outsourced Support

[Wubbalubbadub]

Morning everyone,

 

For any of you following: Schools Broadband - feedback please (edugeek.net)

 

I have figured out - if you phone support, and select option 2 - broadband connectivity and speed issues - you get put through to the outsourced team in South Africa. Nice enough, but seem to have zero technical ability and just log your ticket and pass it on.

 

Press option 3 - Puts you through to the normal friendly team in Leeds who are super helpful!

 

Hopefully that helps someone!

Edited May 20, 2021 by Wubbalubbadub

[SchoolsBroadband]

Thanks @MJTayloronline,

 

we are trialling outsourced "connectivity down" i.e. generic ISP support to a 3rd party and getting our support team to focus on the more complex Fortinet and Netsweeper cases which requires a much more bespoke skill set. Hence the new menu option.

 

It's very early days at the moment so we don't know if this is something we are going to keep or not as early results are mixed. There's always an amount of time it takes for any new engineers you bring on board (whether outsourced or internal) for them to get up to speed so we're monitoring their progress and improving where we can. Certainly they should attempt to fix a no connectivity issue rather than just log a fault. If you find that's not happening then please do report to Paul who is our Head Of Technical Operations and leading the project.

 

Thanks

 

Dave

Edited May 20, 2021 by SchoolsBroadband

[Edu-IT]

Just telephone or online tickets too?