I work as internet tech support for a cable provider in 23 states, and luckily I only cover about 4 or 5. So I come into work last Thursday, at 6am, and there's already a huge queue. It seems the DHCP server crashed earlier that morning, so anyone who power cycled their modem, whether for our phone or HSD service, could not get a connection back. This also applied to anyones IP address that was up for renewal, nothing to get it renewed from when that very server is down.
Okay, fine, at 6am, corporate to controls the messages on our phone system, isn't in the office yet, so I get to inform our customers firsthand that it is a known issue and we are working on it. But the calls did not dwindle when they did get that message on there. They put the message on first thing when you called, before it asks for your info, but people got al confused when later through the menus it didn't detect a problem in their area. Hold times were huge, and all my calls lasted 3 minutes at most, we each took 100+ calls and stopped confirming account info, just verified the lights on their modem.
Well atleast they fixed most of it that night, and I spent Friday with the same long queue fixing the problem.
Okay, fine, at 6am, corporate to controls the messages on our phone system, isn't in the office yet, so I get to inform our customers firsthand that it is a known issue and we are working on it. But the calls did not dwindle when they did get that message on there. They put the message on first thing when you called, before it asks for your info, but people got al confused when later through the menus it didn't detect a problem in their area. Hold times were huge, and all my calls lasted 3 minutes at most, we each took 100+ calls and stopped confirming account info, just verified the lights on their modem.
Well atleast they fixed most of it that night, and I spent Friday with the same long queue fixing the problem.
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