ISP support, remote access and ISP support groundswell

[DavidF]

For those of us in au you might notice a shift in Bigpond's support methods.
They are now apparently offering remote support.

http://www.couriermail.com.au/news/t...-1225943542754

Unless they have increased the level of training of their support techs this might come as a Christmas bonus to us matchstick selling waifs.
Alternatively (heaven forbid they should actually have a clue what they are doing) you might need to adjust your methods.
2x recent experiences with Optus also seem to indicate a huge shift in quality of support, including calls from tier 2 support techs when delegated as the client's TS contact and rapid response sms contact if the issue is escalated.
It seems the game is possibly changing.