Complaint Review: Convergys - Cincinnati Ohio

 I have been dealing with more tech issues since coming back from my LOA. Let me give you a bit of a background first. In September I started having issues, mostly with Avaya and sound. I had several techs work with me and the issues seem to get fixed but less than a week later, the issues would come back and more problems would arise. I started having more Linphone errors along with the Avaya and sound issues. I would go to helpdesk/chat and do the rebooting and such and nothing would be fully resolved. By the end of September, I went on my 2 week LOA due to me moving. When I came back on October 12th, not only was estart still showing me on leave, I started having a few slight issues. Dropped calls, ghost calls, system freezing up, etc.

By October 14th, they got even worse! I would have like 5 ghost calls in a row, or several calls would drop immediately after coming through. Or I would even have customers saying they couldn't hear me or they would sound as if they were on a cellphone going through a tunnel, but they would be sitting at home on a landline! So, I went to tech support. I was told to reboot citrix first...which I did...that didn't fix it. Then I was told to do a full reboot of computer...I did that...didn't fix it. So I was told to go to the support queue...which I did...the tech who finally came to the chat, sat there for an hour before he said anything..then when he did he said well he would loose me if we rebooted citrix so he asked me to go out of citrix and open qc chat...was unable to do that, once I came back to the support queue, I was put back in live and was 7th in line. At this point I had like an hour to go before end of shift. Never got helped on that day.

The next day, the 15th, I started work as normal. Started having same issues, went to the support chat and said i had same unresolved issues as I had from day before. I was told to go to support queue. Which I did, but still had NO assistance as they kept saying it was ISP, as I was having packet loss of up to 30%..So I contacted my ISP, which is time Warner Cable, I was able to get an appointment the next day from 12 to 4. So basically I was told I couldn't work till then, I was like ok. So the next day my ISP tech arrives..I tell him what is going on...he checks the line drop at the edge of the road, checks all the couplers..replacing them all..replaced the drop line...comes into house and checks everything..all good...does a ping test, speed test, etc...no issues...gets on phone with his sup and sets up for the next day to replace the line coming from across the road, as he needed more people as I live on  a very busy road across from the High School. I tell Reggie(my TL) this, and he is like ok.

So the next day, the ISP tech from the day before, his sup(James, who also builds networks in spare time), and 2 other techs arrive...I had 3 Time Warner Trucks in my yard! So I explain the situation..I show them all the Brix tests and what the issue was...They go and replace the line from across the road to my drop from a RG7 to a RG11 coax...and told me that my drop is the same drop box for the High School and my next door neighbor and that if there was any major issues, they would also be having problems. Once I saw them complete the replacements, I redid the Brix tests...no changes at all! So James, the sup, got on the phone with convergys helpdesk and for over an hour, that helpdesk tech argued with James about the facts its supposedly not convergys issue but ISP issue. James said that they replaced everything, did an extensive ping test, did multiple speed tests, checked the modem, etc...that helpdesk tech tried to say that my wifi devices were the problem..such as my husbands laptop, our cellphones, and the CCK...All of which I have had since I started the job. I kept asking if those were the problem, then why did my issues suddenly start up only in September when I started taking calls in July? He couldn't answer me..I have done Brix tests along the way and the worst ones were when my wifi devices are all fully off the modem, which was up to 37%!! I have been trying to be patient along the way, but I have felt I have been abandoned in regards to this.

As I have done all I can on my end. My PC is brand new as my parents got it for me for Christmas last year and got it EXCLUSIVELY to work from home for Convergys as my Dad took the specs sheet from the convergys website to get this computer. I have the highest internet package Time Warner Cable provides, up to 57mbps! My keyboard and mouse are not wireless. The modem is an ARRIS model #TG862. I am not sure what else to do here. The other day I was on with a tech, Mandeep, for over 6 hours!! But from about 3:30pm to when I shut down the system at 7:30pm he never responded!! How am I to get something resolved if even a tech won't respond to you? I have been fired due to their own tech issues that they refuse to resolve! I even replaced the modem with a brand new one and that still didn't fix it. so what else could it be, but maybe the one thing every tech refused to do...dump the rave/citrix flashdrive and reload a new version to it!! spent the last 3 weeks being dragged through this. I am emotionally drained from it...I would not ever recommend anyone working for Convergys at all.