Why is the Helpdesk so secretive?
Why is it so hard to get information out of VM when there's a system outage?!?
Our Internet and TV service have been down since 10:30pm last night. It's now 14:30 and if you believe the service status on the website there's no issue!!
To get an update you have to phone the helpline, who then have to put you through to the second line team as they're the only team who can see what's going on. They were able to tell me that underground cables have been damaged somehow and it should be fixed by the end of the day.
Now why can't that info be put on the service status website?!? Instead people are relying on facebook groups to share information and on more than one occaision people have been told different things. One version of the truth is better than many.
I've just been chatting to their Twitter help desk who said that they will only update things on line when it's been fixed! People don't want to know when it WAS fixed. They want to know when it WILL or at lease MIGHT be fixed.