Okay heres an update guys. The official word is there was actually a minor earthquake where the camc is located, which is actually what caused the problems. There has been a lot of speculation as to what, and all of us who work there assume the system overloaded due to the Jan 5th integration of NRTC accounts into our primary billing system. Not the case it would seem. At least this is the word that is going around currently. Other things that I have heard are the NRTC overload thing, Bad weather conditions at the CAMC site, and that they are doing away with the system altogether. The earthquake story has been confirmed by several of the higher ups. I'll leave it up to you to decide what you think happened. All I know is, whatever it was, did a number on a few accounts.
We weren't sure what to do when the CAMC wasn't recognizing some peoples subscriber IDs. We were told to send out new access cards. Well, Just so you all know, that doesnt fix the problem. The first batch of cards were received today, and we were unable to activate them.
The next step, so I hear, is that the accounts that are affected by this problem are going to have to have the accounts completely disconnected and new accounts built from scratch. This process could take about 2 days due to the way the system works. Im sure that all affected will be compensated for this hassle.
As far as system functions, everything is stable again. Some cards however, at random, were pretty much erased from the CAMC ID memory. Everything is pretty hectic right now, and they still arent sure how they are going to go about getting this fixed, but it looks like the building new accounts is the only way to work it out. I spent 2 hours working on one account today trying to fix this problem. If the CAMC is not recognizing the subscriber ID, I can with 100 percent assurance say there is no way for any of the CSRs or ECs to fix this specific problem. I went thru every menu I had access to, and tried everything I could think of to try and trick the system into recognizing it again. It just isn't happening unfortunately.
Hopefully they are getting this taken care of soon. Its really frustrating, to customers and ECs. We really hate having to tell people there is nothing we can do. We understand why everyone is angry, and we would be as well. We just do not have the ability to fix it. All we can do for now is fill out tracking forms and try to get all the accounts gathered up that are affected and get them fixed. I don't have an ETA right now, but as soon as I hear something, I'll let everyone know.
We weren't sure what to do when the CAMC wasn't recognizing some peoples subscriber IDs. We were told to send out new access cards. Well, Just so you all know, that doesnt fix the problem. The first batch of cards were received today, and we were unable to activate them.
The next step, so I hear, is that the accounts that are affected by this problem are going to have to have the accounts completely disconnected and new accounts built from scratch. This process could take about 2 days due to the way the system works. Im sure that all affected will be compensated for this hassle.
As far as system functions, everything is stable again. Some cards however, at random, were pretty much erased from the CAMC ID memory. Everything is pretty hectic right now, and they still arent sure how they are going to go about getting this fixed, but it looks like the building new accounts is the only way to work it out. I spent 2 hours working on one account today trying to fix this problem. If the CAMC is not recognizing the subscriber ID, I can with 100 percent assurance say there is no way for any of the CSRs or ECs to fix this specific problem. I went thru every menu I had access to, and tried everything I could think of to try and trick the system into recognizing it again. It just isn't happening unfortunately.
Hopefully they are getting this taken care of soon. Its really frustrating, to customers and ECs. We really hate having to tell people there is nothing we can do. We understand why everyone is angry, and we would be as well. We just do not have the ability to fix it. All we can do for now is fill out tracking forms and try to get all the accounts gathered up that are affected and get them fixed. I don't have an ETA right now, but as soon as I hear something, I'll let everyone know.
