Almost every time I’ve called with a connection problem to my past DSL provider (Earthlink) or current cable internet provider (Comcast), they have tried to tell me that my modem was the problem. The modem has never, not even once, turned out to be the actual problem. When I left Earthlink earlier this year, my original modem was almost 10 years old and still working.
In all cases but one, the problem was somewhere on their network, well before my house. In the other case, the problem was in the NID box (the phone company network interface device) mounted on the outside of my house.
Today I called Comcast twice as our high-speed internet connection went out this morning. The first rep I spoke to told me that they aren’t always able to see network outages on their screens and that it must be my modem anyway because she was unable to reset it from her end. I pointed out to her that the last two times I called, I had been told the same thing and both times it turned out to be something on the network. She offered to set up a service call and said the first spot available was on Monday. Since neither Dan or I would be able to be home for any Monday slot, I said I’d call back.
When I called back, I got a different rep, so I figured it wouldn’t hurt to tell the whole story yet again, including the part about the modem not being a problem in the past. Much different response. He tried to reset my modem from his end and could not. But, unlike the first rep, he heard and comprehended what I said about suspecting a network problem, and actually made the effort to check to see if there was in fact a problem on the network. And there was. There was a problem in a junction box somewhere in my area, and it was affecting a few other customers as well. He said he would have a truck sent out to the junction box, and also set up a service call for me in case the junction box was not the only problem. He was able to find a Sunday slot open for us (so there was a cancellation in the 10 minutes it took for Dan and me to discuss which Tuesday time slot would work for us? Possible, I guess, but I bet the first rep never even checked weekend slots) as well.
About twenty minutes later, our connection was back up. I called to cancel the service call a couple of hours ago as it’s obviously not needed.
I just wonder why the first rep made no effort to even check for a network problem. Was her statement correct about not being able to see network outage information? If so, why not? Why was the second rep able to check and see a whole lot of information that led to a correct solution to the problem? The second rep sounded quite a bit older and infinitely techier than the first rep, but shouldn’t everyone answering calls for high-speed internet connection problems either have access to the same information, or be smart enough to pass the call to someone who does have the correct information?
My problem is solved for now, but I hate to think that I’ll always have to keep calling until the smart person answers, rather than be able to expect a smart person on the other end no matter when I call. I guess I should just be glad that they’re not outsourced.
(NaBloPoMo | August ’09: 22 of 31 | 75% Challenge: 210 of 274)
In Due Time says
Have you ever tried talking to someone on twitter? @ComcastCares a few months ago my internet and cable were messed up, they couldn’t get anyone to come out for days, we both work from home. I tweeted to @comcastcares and they had someone come out that day. In fact, a rep called ME. Now, any time we have connection issues, I don’t even call, I just tweet them!
.-= In Due Time´s last blog ..THE Big Announcement =-.
kathi says
My former high-speed internet provider was not active on Twitter so I didn’t even think of trying that. Thanks for the tip! Although… I have to say it’s a little troubling in a different way… does it mean one *has* to Tweet to get an expected service?
Low Fat Lady says
A lot of the time you know more than tech support people. Glad you finally found one that could help and fix your problem.
http://www.lowfatlady.wordpress.com
kathi says
I was so grateful it took only two calls 🙂
Alison says
I always hate to call anyone for this reason. And I get most frustrated by people who act like I’m inconviencencing them because I’m actually making them do their job in a service industry.
Its frustrating because if you come in to my ER you expect me to treat you but God forbid I expect you to fix my internet in a timely manner.
iclw
-alison
runamokamok.wordpress.com
kathi says
Thanks for stopping by! That is definitely another huge pet peeve of mine, when people act like they are doing you such a big favor to simply do their job. You would think that in a weak economy like this one, people would try a little harder to please customers, but it doesn’t seem to be the case.
Jennifer says
Believe me, I understand where you are coming from. In our case, my husband is a computer tech, and they try to give him the simple script every time, including such ridiculous nonsense as “unplug your cord on both ends, flip it around and try plugging it in the other way”…. yeah…
.-= Jennifer´s last blog ..Every Which Way But Loose… =-.
kathi says
That must be doubly painful for a tech to listen to! I always try to rush them through the “did you reset your modem” “did you reboot your computer” part to get to the real problem, but it doesn’t always work.