Stupid internet question

[flvegan]

When your ISP (say, for example &*^%%&** Verizon DSL) crashes, taking out half the state, why is it that when you call, go through all the choices of "connectivity problems" to get to the final wait for customer service, do they inform you that you can check out their website for many of your questions? Uh, I got to this point because I HAVE NO FRIGGING INTERNET, idiot!

[supernova]

1. That's a flaw in their system ther,

for sure. I have VDSL also.

Although, they usually have an announcement about outages they are aware of at the beginning of the tape.

[flvegan]

2. Actually, I got all the way to the final wait

for a customer service agent before the announcement that "the souther half of the state of Florida is having problems, and we're working to resolve them"

7 hours later, and it's sporadically resolved.

[southlandshari]

3. I know how you feel

I'm logged on with an awful dialup connection right now because my cable internet service is down now - has been for TWO days - and our provider has the same idiotic message on their "customer service" line, asking callers with internet problems to check the website for more assistance.

:banghead:


On a more positive note, glad to see you made it back online!

:hi:

[flvegan]

4. What really sucks is that I was in the middle of a great

conversation when it started to flicker before the crash. Totally messed it up...
:cry:

[southlandshari]

5. I HATE it when that happens!

Don't cry, darlin' - I'm sure there will be other great conversations in your future!

:hug:

[flvegan]

6. Sure hope so.

I REALLY hope so.

[shockra]

12. Someone must have demonic powers of sabotagal jealousy.

It could be narrowed down to, I don't know...half a dozen suspects.

[flvegan]

15. Jealousy? But why?

This post made me laugh out loud. Awesome.

Oh, and who are the suspects? I'd like to add them to my new buddy list...

[shockra]

16. Heh.

Oh, please. :P

Everyone you've flirted with who's watched you flirting w/others :grr:

(+) everyone lurking who wanted some of that action :cry:

(-) Those who don't have superpowers :tinfoilhat:

(=) The suspects. :yoiks:

:evilgrin:

[flvegan]

19. .

Flirting? Me? There's obviously been some mistake...

[DS1]

7. Totally.

[AirmensMom]

8. What I like is when they tell me there's an outage in my area.

So I ask them if they're going to issue credits to everyone, especially since it's been out for x number of days? Oh, no, can't do that -- maybe EVERYONE isn't having trouble. They have to call for their credits. Then you start getting the message, "Due to increased call volume, you will experience an extended wait time." I guess everyone must be having trouble after all!

My other favorite is when they ask if you have a router. Yep. Now they blame it on the router. Last time I called, I bypassed the router and they STILL blamed it on the router.

:banghead:

[RoyGBiv]

17. Routers and tech support ...

I don't mean to be a wet blanket with this, but the comment about the routers really hits home.

What most people don't realize is that tech support personnel are evaluated on the basis of how they resolve problems, that is whether the solution they offer is necessary and actually results in a positive outcome. For an extreme example, suppose a caller says the internet is out. Tech support sends a technician out to the home. The technician determines the problem was that the customer had unplugged the modem. This results in a negative mark on the tech support rep's evaluation. Support rep disputes the negative mark, saying that the customer's ignorance is not his fault. Supervisors go over the tape of the call and note that the tech support rep never asked "Is your modem plugged in."

In the real world, what this means is that tech support personnel are going to ask you a lot of apparently idiotic questions just to make absolutely sure that what they are asking is not the problem. I went to a person's home once for an "emergency" to fix a computer that had "crashed" earlier in the day, preventing this person from doing essential work. When I got there, I quickly realized the power cord to the gentleman's router had been pulled out. His computer, which is what I supposed to be fixing, was fine. His internet connection was fine. His router just needed power.

Third party routers (that is, not provided by the ISP and thus not supported by the customer's service agreement) are the cause of a substantial number of connectivity problems. They're either bad, not routers at all but hubs/switches, not powered, not configured properly, etc. Despite what the recording may say, the person you reach by calling tech support by not know that a problem exists in your specific area..

So, they do the dance that best ensures they keep their jobs. Understand that these are just working class stiffs trying to make a living doing the best with what they are given. The company itself may limit them, but that's an issue with the company, not the personnel in most cases.

[ghostsofgiants]

9. My local DSL provider does that too!

Idiots.

[RebelOne]

10. I know, that's infuriating.

Why do they think we are calling? Really dumbasses.

[supernova]

11. Because the idea is to not have too many calls to the Help Desk

No, really.

I work in IT and this is a business strategy. You don't want a product that produces a lot of Help Desk activity. HDs are expensive to run. So they give you all kinds of do-it-yourself info, hoping you'll figure it out yourself. Meanwhile, they go out and drum up new customers.

[NV Whino]

13. I know. Doncha love it.

I get the same thing with SBC.

[newyawker99]

14. That happened to me recently. I think they take

the phones off the hook. We had an
outage in my area. I called and went
through all the steps and the voice
said it was connecting me to a
technician but the phone went dead.

I think when too many people dial
in they take the phones off the hook.

[Jamastiene]

18. What an insult. I'd let them have it for that salt in the wound. n/t