Hello.
The problem of blocking YouTube has many dimensions, the impact of this event on the market is undeniable, and people pour out their irritation on the messenger who brought the bad news. The anonymity of the blocking affects not only you and me, ordinary home Internet users, but also the operators themselves. At the moment, in Russia, there are no formal legal traces of the blocking of YouTube, it seems to have happened by itself. Operators persistently ask officials of all ranks to provide explanations, to justify the reasons for the blocking, in order to convey this information to their clients. The situation is absurd, anonymous officials have turned on blocking for almost all operators, somewhere they work well, somewhere poorly, but no one can get any explanations. I tried to take the simplest route, called RKN, where when I asked about the reasons for the blocking, a certain voice grumbled discontentedly and irritably that he could not provide any information, the agency knows nothing about the blocking. Some of our readers received similar answers, someone was advised to address questions to higher authorities. But we can say that the department’s response boils down to a simple statement – we are not aware of the current situation. The vacuum left by officials will be filled with the wildest versions of what is happening, which we certainly do not need. But we are moving towards this at full speed, and this literally scares me. It will not be difficult to create hysteria in society, many are on edge, and against the backdrop of this silence, it is easy to believe any nonsense. For example, the other day, they began to spread the idea in messengers that on September 12, Google will disable all services for Russia, including Android. Crazy? Yes. But someone might believe it.
Another aspect is operators who cannot tell their clients anything intelligible, everything works on their side, they do not block anything and did not even intend to. Operators also knock on closed doors and try to get answers to questions, but there are none. Moreover, it is the operators who have become the scapegoats for many people, since for many years people have been brought up to perceive them as absolute evil. Subscribers do not want to take into account that blocking occurs without the participation of operators, the TSPU means work in such a way that there is no need to notify operators about any blocking, the switch is on the side of officials, they turn it on at any time and, as we see, do not even bother themselves with explaining what is happening.
I informally talked to people from support of different operators, with those who communicate with clients directly, and not only by phone, but also in other communication channels. I have almost never met such unanimity among direct competitors, a wave of requests about YouTube not working on wired Internet and periodically on mobile, each request is negative. The number of requests has increased several times, support is literally working to the point of exhaustion. Relatively calm August turned into a month when phones are smoking from the number of calls from those who want to get an answer – why the hell is YouTube not working, what am I paying you for?
Let’s look at the dialogue, or rather interview, that I had with a person from the support service of one of the operators:
— Is the YouTube blocking felt by people’s requests?
— It was sheer hell. I don’t remember such hellish days at work. The number of calls increased several times. When they don’t call about YouTube, it’s happiness, normal work. The rest of the time we are bombarded with questions to which we have no answers.
– And what do you answer?
— We can’t answer anything. There are no problems or blockages on our side, everything works. Everyone knows who caused the situation, and for me personally, nothing works either. It’s impossible to explain anything to angry people, we are obliged to answer, but the lack of answers makes them even more angry. We are the ones at the end of this story. They can’t call the government.
– What do they say?
— Anything. Emotions are off the charts, every call is negative. The number of calls has increased several times, my colleagues in the market are in the same situation. I have everyone who works for me, there are not enough people. All our indicators have gone down the drain. Quality of service, feedback after the request. We have turned off internal motivation, what is the point in the client’s assessment of the employee if it is always the lowest assessment. People are burning out. A couple of weeks and they will start quitting, there is nowhere to take new employees in such quantities.
— Can you do anything about this?
— Us? We can’t do anything. We need an official position from those who started this mess and are hiding. We are the ones collecting all the negativity. We have nothing to say. Customer loyalty has fallen to the floor, we built it up for years, and now it’s gone.
— Do you have any suggestions for people who call?
— Please, don’t think that we as an operator are able to change anything, we are in exactly the same position, they don’t tell us anything. When you call about YouTube, other people with real problems that need an urgent solution can’t get our help. Today we are an emergency psychological help, but we can’t fix YouTube. We didn’t break it.
Have you assessed the situation? And this is only the tip of the iceberg, in reality everything is even more complicated. Any operator has costs for each call or request from a subscriber, now all the predicted results have flown away into thin air. An abnormally high number of requests, the level of negativity is off the charts, and one can understand the people who are furious. The operators are not the reason for the blocking, they are just as much victims. But who cares?
For each operator, it is extremely important that the client is satisfied, they work on loyalty and subscriber retention. This is a huge, often invisible layer of work, which is aimed at great efforts. Now all this has been crossed out by anonymous officials, since many blame the operators for the non-working YouTube. They are trying by any means necessary to get an answer from them, for some it has become a sports competition.
This makes me cringe, because at this time people with real problems cannot get the support they need so much. It’s cool to express yourself at the expense of operators when you know that they cannot answer anything on the merits. I read a young man’s instructions on how to laugh at operators, baffle support, and they will not be able to answer anything. He offered this method of entertainment to an unlimited number of people, so that they could then post chats for public access and compare whose was more fun. There are really no words, none at all. This is happening at a time when people in a number of border regions of Russia use support requests as a communication channel, trying to find friends through an operator. Not the most widespread story, and it’s good that it is so, but different things are happening. High and low at the same time.
Please, if you need answers to the question of who blocked YouTube, whether it will work or not, then leave such requests not to the operators, do not bombard their support services with an endless stream of messages. De facto, this is akin to a DDoS attack, no one can cope with it today. I hope that common sense will prevail here, since it is not worth breaking the service for everyone in order to practice wit at someone else’s expense.
I am sincerely offended by the silence of officials, who have not considered it necessary to comment on anything for several weeks. Everyone is shifting responsibility to others, and the end point in this chain is RKN, where there is also no answer. How long this will continue, I do not know. For operators, the real problem is that people are going wild and simply changing one operator for another on principle, although the action itself is meaningless and dictated by emotions. Blocking is in effect for all operators, there is no difference here. It will be interesting to look at the MNP statistics for the third quarter, it is possible that the number of transitions will simply skyrocket by tens of percent. And this will reflect the emotions of people who believe that operators were unable to provide them with a service. The problem is that operators are in the same boat with us, they do not have any magical levers to put pressure on officials and get answers. And so they answer the same thing – there are no technical problems on our side. And they can’t answer anything else, they do not know what is happening, how long this will last and why such decisions were made, and most importantly, by whom. We all remain in the dark. And it is easier to throw accusations at “bad” operators than to think about who is behind these blockages.
Source: mobile-review.com
