The tech is NOT always right.

[Shalom]

I've had problems with Verizon's DSL on occasion (it's much more reliable now, but when they first rolled it out there were some problems). Router with built-in DSL modem isn't getting a connection, or drops it, or something obviously wrong between the router and onward. (Turned out to be a rat's nest of bad wiring in the basement, but that's besides the point.) Quoting the rant I made on 0.verizon.adsl at the time:

So you all know the script. "What OS is your machine running?" What the heck difference does it make, there could be no computer attached to the router at all. Just for the helluvit maybe next time I'll tell them it's an NCD Xterminal with no OS, see what they do with that. (I was afraid they'd just say "Sorry, we don't support that, you're on your own, have a day" and hang up...)

Of course the first thing they tell you is to reboot the computer. (Useless.) Then to reboot the router. (This may work, esp. if it's their router that's hosed rather than mine, since if 10.5.28.1 or whichever one it happens to be is off contemplating its navel, I might get a different one that's more onto its job, but does zip to fix the underlying problem. In any case, that hasn't been the problem lately. Of course if the DSL connection is down, rebooting the router will get you a new one. Problem with doing this is that you thereby lose all the logs, which is why I started running syslogd, so that I can preserve evidence.) Of course the TS guys' aim is to get you connected and the hell off the phone, but that's it. Ensuring that you *stay* connected isn't something they are going to do, that'll be the next Level 1 guy's problem the next time it goes down.

[otakuneko]

Ensuring that you *stay* connected isn't something they are going to do, that'll be the next Level 1 guy's problem the next time it goes down.

Hehe, this is so true.

Though seriously, for anyone who paid even a lick of attention in training, they should've known the OS is irrelevant when the problem is between the modem and the ISP. Usually, it was a password issue on PPPoE lines. User would change their password on the main account, not knowing that the modem authenticates with the same account... next time the modem needs to reconnect, boom, no access. This happened so often that I would hazard a guess that a good 90% of our calls involved changing the password stored in the modem. It got to the point where I often wouldn't even bother asking what OS the caller was running, all I cared about was if they could get a browser open to talk to the modem...

I use Verizon. The voice non-recognition system basically does the exact opposite of what I say.

Trust me, we on the other end of that horrible IVR hated it with just as much passion, if not more, than you.

[KabeRinnaul]

I'm on Suddenlink. They're generally helpful on the phone, once you get past the level one Jim Who's Not From India phone guy and up to an actual tech - and SL's phone guys seem only too happy to bump any problem more complex than "what's it need ta be plugged in fer?" up to the next level.

Although for some reason, every few months there will be a week-long period where the connection dies for about 30 seconds every day. Always at the same time day to day, but different times for each different week period. Like it was 11:22 pm for one week. Then 1:05 am a few months later. Then 12:01 am a few months after that. Then 9:30 pm... you get the idea.

[Midorikawa]

I'm on Suddenlink.

My condolences. That was the "other" company that took over for Cox in Texas where I lived. Have them look at signal levels on the modem/cable box/mta. Have them also check the node you're on for history of T3/T4 resets, or other signs of catastrophic failure on their end. We were "trained" to always blame customer equipment, that SuddenStink's gear is perfect and faultless.

Miserable company for a customer, even worse as an employee. I could fill the forum with just "morons in management" stories from there if I wanted to.

[Getpowned]

i work for that cable company

yea that kind of stuff happends all the time to the newbs. if you would have gotten me i would have recognized the problem in sec and ended the call in a couple of minutes.

[KabeRinnaul]

I never even care all that much. It's short, temporary, and rare. Plus the only program I use that needs a constant connection is Skype. I'm not a fan of online games or anything, so nothing there either.