Tips for getting your problem solved - fast
This is a the basic set of guidelines for reporting a problem. It is designed to help you describe a problem to dmClub Support as clearly and accurately as possible.
This guide contains
- Tips for reporting a problem - report clearly and accurately for a swift response
- Example problem reports (good and bad) - what a clear report looks like
- Copy-and-paste reporting form - Some headlines you can copy and paste into an email to help you ensure you've covered everything.
Why should I read this guide?
Get answers quickly: When a problem is reported clearly, 80% of the time we can solve it without needing more information.
Reporting a problem: hints and tips
State clearly what you were trying to do
If you don't tell us what you were trying to do, we might not be able to recreate the issue and test it our end!
State clearly where you were or what service you were using when the issue occurred
We need to know what website you were at, or the service details so that we can test them - otherwise we can't know where the problem was!
What did you expect to happen
If something happened that you didn't expect, what did you expect to happen?
What happened just before
If you were on a website, did you come from a link or did you go directly? Did you take a certain set of steps to get here?
Example 1: I have a problem with my service
Bad example
I have a problem with my telephone service, it doesn't work and none of my calls are going through!
Good example
I have a problem with my telephone service, I made a call from my BT land line (0207-123-1234) at 09:00am Wednesday 25th May to my dmConnect (020-7060-2000) and it took around 5 seconds before it started to ring, when it did ring, the ringing sounded distorted and when someone answered 20 seconds later I couldn't hear them clearly as their voice was distorted and crackly, I then had to end the call. I tried again straight afterwards and the call went through OK with none of these problems.
Example 2: Something on the website didn't work
Bad example
I clicked a button on the website, but nothing happened!
Good example
I was on www.dmclub.net and clicked the button labelled 'numbers', my web browser indicated that the page was loading but after one minute, the page went blank. I tried refreshing three times, but each time the same thing happened. I thought my internet connection was broken, so I loadedwww.google.com in another tab and it loaded straight away. This happened at about 10:15am, here is a screenshot of the page I was on.
Example screenshot
Example 3: I don't understand something
Bad example
I looked at the opening hours and didn't understand how to make it work
Good example
I was creating a new plan for my dmSB12 (004-0024, DMID tester@dmclub.net) and was on the company tab, I was trying to set the opening hours so that my business was open to receive calls between 09:00 and 18:00 and send callers to voicemail otherwise. I checked the tooltips and help on the page, but still don't really understand how get this to work.
How people can report problems to us: Copy & Paste form
If it helps, here's a set of steps to fill in when reporting a problem - simply copy and paste the titles below, fill in the blanks and send it to us. There are some examples above that might help you help us better.
What service or website were you using?
Eg: What website were you on? What service & number did the problem occur on?
What happened when you tried to use the service?
Eg: I tried making a call to my dmConnect 020-7060-2000 at 09:00am, but instead of ringing there was just silence until I hung up after about 30 seconds of waiting.
Did you check if other things were ok?
Eg: After I had that problem, I made a call to my wife's mobile and there were no problems with the call.
Other useful information
Eg: Here's a screenshot of the page I was on at the time, including the URL bar. It shows the error message that I received.