I hate my ISP

[polarbee.livejournal.com]

"OMG!? My internet is down! FIX IT!!!"
Yes, I understand. Your ISP is down right now. I know this because we have the same ISP.
"I don't care what they're doing! Fix my internet!"

*sigh*

I ended up telling her to unplug her modem, go to lunch, come back and plug it back in. She called me and thanked me for fixing her internet. Sure, it was a gamble, but at least it got her off the phone.

Comments

[sdaemon.livejournal.com]

the force was strong with you today!

My ISP has worse troubleshooting and tools than I have on my own.

[cowchris.livejournal.com]

Modem was on the fritz. I called to let them know. They told me modems don't go bad. I told them I was losing pings left and right. Here's the ensuing conversation:

ISP: Go to notdoppler.com
me: Page cannot be displayed.
ISP: Try again.
me: Page cannot be displayed.
ISP: Try again.
me: Page cannot be displayed.
ISP: Try again.
me: OK, it loaded up.
ISP: See, your Internet isn't broke.

*pop goes my brain*

After a call to a manager, they replaced the modem and I haven't had a problem with service since.

Last weekend I had to call them again. I got a new router and needed to configure the PPPoE. Simple account maintenance. But their off-hours support cannot handle account maintenance as they neither have access to passwords nor can they update passwords. I even got the supervisor to admit that their off-hours support is a waste of time. I eventually guessed and got it right.

Re: My ISP has worse troubleshooting and tools than I have on my own.

[the-s-guy.livejournal.com]

Write to the CEO/owners of the ISP, citing the supe, and offer to provide non-waste-of-time services?

[geekgurll.livejournal.com]

This is a big problems with isp. the get 4 people to answer the phone during the graveyard shifts. But this is exactly what they do... the answer the phone... nothing else. and usually those people are even paid more that the technicians that works during regular business hours because they work at night... What can you do. When you receive poor service like that and when burocracy and fake support reing over quality service it is time to change ISP. They hire non-tech focused people based on (customer service skills) thinking they can do the job because they are trained by half ass techs who stared at the same place then the one they tained. YES Modems CAN go wrong as any other electronic gear.

Change ISP... as soon as you can lol.

Good luck.