DK
Dries K
1 reviews | Active since Apr 2017
22 Jan 2024, 09:30
Can't log into classes no support available since password change by Teneo
Everything was ready for our daughter to start today as she completed her A+ induction on Thursday. Friday with 15min to join a class with all her teachers went fine. Received an e mail with new password for today. Nothing is working. No support on help by joining live support. Now completely logged out. No support on w app. No support on phone. This has been 2 hours now. Our daughter is in tears as she is missing her first class. Help available 14h00 again. Another 2 hours of my life.
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Replies (3)DK
Dries K's updateReviewer Update
22 Jan 2024, 09:37Still no contact. Can't log a ticket on parents portal. Still can't log into classes after their password reset. Everything was working great until you changed the password.
DK
Dries K's update22 Jan 2024, 09:37
Reviewer Update
Still no contact. Can't log a ticket on parents portal. Still can't log into classes after their password reset. Everything was working great until you changed the password.
DK
Dries K's updateReviewer Update
22 Jan 2024, 14:46Been waiting now for 45min on zoom. Still no response from technical team. My daughter missed all her online classes today. This is a disgrace.
DK
Dries K's update22 Jan 2024, 14:46
Reviewer Update
Been waiting now for 45min on zoom. Still no response from technical team. My daughter missed all her online classes today. This is a disgrace.
Teneo Online School's replyOfficial
22 Jan 2024, 21:47Dear Dries
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
Teneo Online School's reply22 Jan 2024, 21:47
Official
Dear Dries
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education
We are currently experiencing an extremely high volume of new enrolments and queries from new families joining Teneo. Our teams are working round the clock to handle all the inbound admissions and parent/student queries. We can confirm that all our support channels are open and functioning but the high volumes are are impacting our usual response times which are currently longer than usual. All families receive detailed communications with step-by-step guidelines on how to login, attend induction, use the learning management system, join classroom lessons and access support. Our support channels include email, phone, the Family Portal for logging support tickets, and our Live Support channel which offers real-time video chat. All support channels are open during office hours but please note that the Live Support video chat channel is only available Mon-Fri, 7:30 - 9:30 am and 2:00 - 4:00 pm.
We are investigating your case and will contact you soonest. Please note that once admission applications are approved, there is a process that follows which includes loading subject courses and lesson schedules, provisioning logins and emailing all the necessary information for students to attend induction and get into class. Generally our turnaround is 24-72 hours. As it seems your case has taken longer than our usual service timeframe, we are investigating. Please be assured that every family is extremely important to us at Teneo and we thank you for your patience in this regard. We intend to resolve your matter as a priority.
Yours sincerely
Teneo Education