(29 Oct 2016, 9:00 pm)Andreos1 After logging on to GNE wifi for the first time in months today (and the first time ever on this phone), I had apparently used up my data allowance after pulling out of the bus station. Just enough time to recieve a fb message...

Frustrating!

(29 Oct 2016, 9:00 pm)Andreos1 After logging on to GNE wifi for the first time in months today (and the first time ever on this phone), I had apparently used up my data allowance after pulling out of the bus station. Just enough time to recieve a fb message...

Frustrating!

(29 Oct 2016, 10:51 pm)Ambassador Happening a lot lately this. Im sure some technical guru will be along to mumble something about cache or Ctrl alt and del

(29 Oct 2016, 10:51 pm)Ambassador Happening a lot lately this. Im sure some technical guru will be along to mumble something about cache or Ctrl alt and del

(30 Oct 2016, 7:33 am)citaro5284 Stick a complaint into Customer Services and it can be investigated.  The daily allowance of 125mb is reset daily.


Never heard of much lately, we did have an issue a couple of months back, but that has been resolved - Do you let CS know?  It has nowt to do with Ctrl Alt or Del that is for sure 

(30 Oct 2016, 8:18 am)Andreos1 To be honest, previous experiences with that department, has given me the impression that it would be an exercise in futility.
A total waste of my time and theirs.

I understand nothing can be fixed if people don't know. However, until things are changed, I wouldn't trust them to tell me the colour vehicles used on the 21.

(30 Oct 2016, 2:11 pm)citaro5284 And here was me going to look into the issue myself for you 

To be honest, Customer Services would need to pass it on to someone who deals with the wifi, as they do not have access to system we use to oversee the Moovboxes.

(30 Oct 2016, 2:19 pm)Andreos1 You are more than welcome looking in to it. Couldn't tell you which purple Streetlite it was unfortunately.

I have no faith at all with GNE Customer Services - whether that applies to passing information on to other departments, or providing information. Too poor a service and response each and every time I have needed to ontact them (which could probably be counted on two hands).
The end result being, I rarely if ever contact them.

(30 Oct 2016, 2:29 pm)Dan But how can you expect issues to be logged and fixed, if you do not contact the Customer Services team? 

citaro5284 and I are not members of this forum to read up on issues you and others have found on Go North East's buses - this should be reported through the appropriate channels, in order for it to be logged in the system correctly. This is why aureolin has stated several times in the past that this forum should not be used as a place to log faults.

I understand nothing can be fixed if people don't know. However, until things are changed, I wouldn't trust them to tell me the colour vehicles used on the 21. 

(30 Oct 2016, 8:59 pm)Andreos1 To repeat what I said earlier.


My perception of GNE Customer Services is based on previous experiences.
If they're unwilling to resolve or respond to far more serious issues and complaints than dodgy wifi, with 'accuracy', then I have zero faith in them dealing with this.

(30 Oct 2016, 8:59 pm)Andreos1 To repeat what I said earlier.


My perception of GNE Customer Services is based on previous experiences.
If they're unwilling to resolve or respond to far more serious issues and complaints than dodgy wifi, with 'accuracy', then I have zero faith in them dealing with this.

(30 Oct 2016, 9:42 pm)NAmbassador Not to be too off topic, but I entirely agree, I've made my thoughts on the poor social media management numerous times but Customers Services seem to be unempowered to fix anything. A shrug and empty apologies. If they were a shop or bank, I'd simply not use them purely on their service.

(30 Oct 2016, 9:59 pm)James101 Indeed, rather than expecting customers to report issues maybe more robust internal processes to stop the issues occurring in the first place would be the best way forward.

(30 Oct 2016, 10:13 pm)Adrian But without examples, how do you identify the root cause and work towards the resolution of a problem? 

With IT systems, most incidents will be dealt with proactively anyway, and in the majority of cases resolved without a customer even realising there's been an outage. But unfortunately there's from time to time, with sporadic or wide spread, that can't be resolved.

Problem resolution has to start somewhere, and that has to be ensuring that customers log faults with customer services. It's not to be awkward, but without collating data of various incidents, it is very difficult to pin point what the root cause of the problem is.

I do agree that customer services need to be a bit more proactive when someone reports a technology problem. I reported an issue with the app a few weeks ago, and they were going to pass this on to the apps team, without taking a single detail from me. Like others have said, that doesn't fill me with a lot of confidence. Perhaps they should be asking for details depending what the issue reported is? The MAC address of your phone's wireless NIC would be a good start for WiFi issues, or the Make/Model/software version of your handset for app issues.

(01 Mar 2017, 9:05 am)Andreos1 Another Government funded freebie, but one that's maybe worth keeping an eye on. It will be interesting to see if the difference in reliability is noticeable.

http://www.chroniclelive.co.uk/news/north-east-news/technology-allowing-buses-talk-traffic-12668676

(01 Mar 2017, 9:15 am)Michael That photoshop though....

(01 Mar 2017, 9:15 am)Michael That photoshop though....

(01 Mar 2017, 6:24 pm)Andreos1 I can't see it...

(01 Mar 2017, 8:19 pm)Michael It seems the picture was removed..

This was the picture

(01 Mar 2017, 8:19 pm)Michael It seems the picture was removed..

This was the picture