(no subject)

[deannawol]

Ya know it's bad when tech support tells you that there is no point in continuing your contract with the ISP because you can't connect to the net using their equipment. They transferred me to sales with a view to cancelling our contract. Sales decided to do something that tech support didn't even think of. They elevated the ticket to the NOC team who are going to test our equipment remotely and see if it's bollo*ed. But the fact that I can load pages faster on a 56K modem than on my broadband connection ... Kinda sucky!

Comments

[oduinn.livejournal.com]

Do not, Do not, DO NOT let sales decide to try something new. If tech support says it doesn't work, don't listen to sales, cause their job is try and keep you on regardless of how crappy the service is.

Trust me, I have LOTS of experience with this.
Just cancel the contract, and find a decent company.

[deannawol.livejournal.com]

Well, if the Tech Support guy had been better then I would follow your advice. Here, for your delection is part of the conversation with the non-English speaking tech support guy (TS).

Me: Hi, we seem to be having a problem with our connection
TS: Can you see how many lights are on on your modem?
Me: One light
TS: Did you try moving it beside a window?
Me: Yes, it didn't work. We discussed this issue previously with Tech Support and were told that the type of double glazing window actually stops signal so it is currently in the attic.
TS: Can you try it on the second floor?
Me: We have. It doesn't work.
TS: Where is the box now?
Me: In the attic.
TS: Have you tried it downstairs?
Me: Yes, it didn't work.
TS: And where is it now?
Me: The attic.
TS: And if you put it downstairs?
Me: It gets no signal. There is no reception down stairs at all.
TS: And how about the ground floor of the house?
Me: It gets no reception if it isn't in the attic.
TS: How much signal does it normally get upstairs?
Me: Three bars
TS: And downstairs.
Me: None... It gets no signal downstairs
TS: And how much signal has it now?
Me: One bar
TS: For internet you need two bars at least
Me: That's why I'm calling. We used to have three bars while it was in the attic, now we have either one bar or none.
TS: And if you move it downstairs?
Me: No bars, there is no coverage downstairs.
TS: Well, if you're only getting one bar you should cancel your contract. Cause you don't have internet.
Me: We should cancel our contract?
TS: I'll just put you thru to sales.
Me: Huh?

Later
Me: Hi, we were told by TS to cancel.
Sales: Um ... Lets go over the problem again.
Me: Modem is in attic. It used to get lots of signal. Now it gets none. We can't connect to things any more.
Sales: Uh huh. Why is it in the attic?
Me: Problem with doubleglazing, can't get signal downstairs.
Sales: Okay, how about we raise a flag with out Engineering team and let them remotely test the equipment. This won't cost you anything and well, if you have no signal it can't get any worse.
Me: If they say it isn't a fault with equipment, where do we stand?
Sales: We'll cancel your contract and refund money.
Me: Fair enough.

See... If TS wasn't so ... thick. I have no faith in people who don't even have the basic intelligence to follow a conversation and remember a simple point. A query once or twice that goes over old ground, fine, but repeated items... I don't think so. If sales want to let the engineers poke around the modem, fine. At the moment, none of the computers are connected to it, but they don't need to be as long as the modem is plugged in and switched on. So ... Long story short, if they wanna poke around and try and fix it, fine. If they can't, bye bye Clearwire. Hello darkness. There is no other wireless option that I know of in Maynooth and due to other problems we don't have a phoneline.

[belledaynight.livejournal.com]

That's rotten. But...I do love your icon. =)

[deannawol.livejournal.com]

Thanks... I felt it was appropiate ^_^

[sora-ishida.livejournal.com]

*snuggles*

Yay for being able to cancel before the contract ends, though. It would suck to have to stick it out with crappy connection!

*has experienced it, knows the pain and trauma of the evil Bon!connection...thinks it can only get better, cause it can;t get any worse!*

[deannawol.livejournal.com]

Yeah, if they don't ring me back by this evening, they are going to get another nasty phone call. *sigh*

*is at work now - my only stable connection*