Today I spent the better part of an hour trying to track down why my download speeds were about 30% of normal. Speedtest, restarts, checking for service outages, all the normal stuff.
Eventually called customer service. They put me on hold (about 10 minutes) and during that time, the speed issue resolved itself. However, when the rep came back on the line, they were mystified about why I had had trouble. At that point they looked at some other system and said "Oh, it looks like there were technicians doing work in your area."
OK, I understand technicians have to work sometimes. But can't there be something on MyAccount page that tells me "Hey, if you are experiencing difficuties, just know there are technicians working in your area and we anticipate they will be donw at (say) 2pm". The information is clearly available, since the service rep could get there.... why not save the customer AND the company aggravation and frustration and wasted time by making that information available through the interface?
Not rocket science.... and an issue very much solved by many other providers. Seems real poor.
Not sure about you, but when I have outages or connectivity problems it normally shows on my account page when I log into the site. On rare ocasions it doesn't.
I get that notice for service outages or when some threshold of users have expressed connectivity (but not throughput or latency) problems.
In my case, there was a signficant whack on throughput that slowed my speeds to 30%, but not an actual outage, and as far as I can tell, no dropped packets. So no notice.
I am talking more about a tool where you can go, stick in an address or zipcode or some other location identifier, and have the system say "Yes we have technicians working on fixing infrastructure in that area which could lead to performance reductions".