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Gao Xi
Hong Kong5178 Posts
On April 19 2010 14:39 Durak wrote: I have telus and shaw. Do I win anything? Edit: That is really lame that she'd hang up on you. Not sure what you can do about it. Go study at a friend's place? I assume libraries are closed by now. You win bad internet. =( | ||
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Grobyc
Canada18410 Posts
You should have asked to talk to someone else IMO. Like Navi said, if you are too nice they will just assume you are a pushover and won't do their best to do what they can. Even if you are angry, they shouldn't be hanging up on you like that; if they can't do anything to help you they should pass you over to someone with greater knowledge. If they are one of the higher-up level support techs, then they are probably right when they say they can't do anything. I doubt it was actually on your end though. | ||
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EvilTeletubby
Baltimore, USA22254 Posts
On April 19 2010 14:13 kOre wrote: At first I was, until she kept telling me to do things I specifically told her I already tried ... "I've tried resetting the router and modem and waiting 30 seconds, I've also tried connecting my laptop directly to the modem after doing a reset, and I've also turned off the router and modem completely for a minute and turned them all back on to see if it would work" "Can you try resetting the modem and waiting 30 seconds?" WHAT THE FUCK ARE YOU DEAF? ... lol In all honesty, you should not have been a dick and just done it.  I train all my reps to do this, because if they don't someone will miss something. It's not about whether you have done it or not already. Do you have ANY FUCKING IDEA how many people tell me they've already done xyz and they either didn't do it, or didn't do it correctly? Here is my response to a similar question in a previous thread: 1) The majority of our customer base, and the vast majority of those that subsequently need to call into us are, well, your soccer moms, your technophobes, your elderly 90-year old couple whose grandkids thought getting them a new iMac and highspeed connection was a fantastic idea. The majority of our daily calls do NOT stem from particularly tech savvy individuals. I can't even begin to tell you how many issues are resolved by powercycling the equipment (a glorified term for turning the shit off and turning it back on), tightening or replugging coax/ethernet cables, or, my favorite, plugging the power for the damn equipment in. I kid you not, these are our common calls. There is a method to the madness of checking the most basic shit... because often times, it is! 2) Far worse than the novice mentioned above (because they freely admit they have no clue what they're doing), is the self-proclaimed "expert". Hooooooly shit. I wish I could even begin to count the number of "Network Admins" who call in with their modems in standby mode, or swear up and down that we have a network or DNS issue when they're damn modem is offline, or worse, unplugged. Half the time they don't even follow instructions because THEY'RE the expert, after all (that just so happens to call us for help mind you). I had some guy, after escalating beyond the inbound rep, sit there and argue with me for 20 fucking minutes about his level of expertise, how positive he was that it had nothing to do with his personal equipment despite us clearly seeing his modem was online, and about how valuable his time was, how dare us waste his time by asking us to do such basic things! By the time I got his buy-in to try a few steps with me, and turning his personal router off for 10 seconds and turning it back on resolved the issue, he had wasted half an hour, easy. I have taught every-single-one of my reps to NEVER take the customer's word at face value, and ALWAYS have them do the steps with them, right there, over the phone. I would say in all honesty 90+% of the time, the customer didn't do it correctly, or didn't do it at all. There is nothing worse than to be troubleshooting with an "expert" who "did all the steps on his own" for 40 minutes only to discover an ethernet cable is unplugged. The reason it went unnoticed? He told the rep "I already checked that" and the rep took his word for it. -_- Now - That's not to say our reps are especially tech savvy either, or true experts on IP technology itself. Truth is, most of them frankly are not. However, for nearly every customer, and for nearly every situation, honestly, they don't need to be. For the genuine scenarios where there is a true network based issue on our side (which is virtually never tbh) or additional support is needed, we have resources for them (from guides to actual physical people via local helpdesks and the such). Most of the time though, it's either one of the simple issues I mentioned above, or there is simply not enough signal going to the modem and we need to have a technician come out to address it. It's actually pretty simple. ^_^ It's really not your ISP's fault you waited until the last second to do what you needed to do. Not defending the service going down or whatever, just saying, your anger is sooooooooooooooooooo misplaced. | ||
Manifesto7
Osaka27149 Posts
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GTR
51449 Posts
wait until you come to australia. | ||
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Gao Xi
Hong Kong5178 Posts
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Shinshady
Canada1237 Posts
P.S: I think I actually called them once and I believe they sent me to some girl in India... and her engrish was terribad | ||
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Graham
Canada1259 Posts
At first our connection kept disconnecting, so they came and installed a box next to our breaker to "strengthen the connection". Then when that didn't work, they came again later, checked out the power box (we have one on our property), and told us that it had to do with an issue with the main line, and that they'd be able to fix it in two years, and to boot they just ran a cable right across the lawn (from the box) to our house. That being said, a few weeks ago we scheduled Telus to come and set us up (would be cheaper for us to switch since we have our phone line through Telus atm anyways), yet when we told them to come at 4 in the afternoon (no ones home at my house during weekdays, ofc), they thought that mean't coming at 9 to 4. Needless to say we said screw it to Telus then, yet they proceeded to charge us anyways. Needless to say, Canadian internet is et la terrablè. I feel your pain (NW Calgary as well, Citadel in specific). Imo, Shaw is the lesser of the two evils though. | ||
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Shinshady
Canada1237 Posts
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Taku
Canada2036 Posts
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wishbones
Canada2600 Posts
1. see who has more coverage so you will get the speed you pay for. 2. Make sure to ask about how fast is other peoples internets in my area for both rogers/bell. 3. Check to see the extra Gigabyte packages for added bandwidth, becuase I added mine in the middle of the month, as i had gone over the default limit in about 15 days. Anywho I added the package kept downloading, the guy who talked to me said it was instant. When i got my bill holy fuck, 30 extra dollars like wtf. I call back talk to a technician, who knew what the fuck he was talking about and voila it was not added, but will be in the next billing month. 4. Make your decision. extra: donno about rogers but they should have it, again you can ask when you call. But bell for 5$+ a month u get 40 extra gigs. atm my bill is: $63 per month, with. 3.2megabits/second (shudda been six, but not enough coverage, was actually set at 2, but i harrassed them to boost it) and i have 140gigs of bandwidth a month, with streaming depending on how much, and downloading, alot less than i used to mind you, i hit 130 last month about 10gigs left a little less. So thats my advice. | ||
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Schnake
Germany2819 Posts
On April 19 2010 14:13 kOre wrote: At first I was, until she kept telling me to do things I specifically told her I already tried ... "I've tried resetting the router and modem and waiting 30 seconds, I've also tried connecting my laptop directly to the modem after doing a reset, and I've also turned off the router and modem completely for a minute and turned them all back on to see if it would work" "Can you try resetting the modem and waiting 30 seconds?" WHAT THE FUCK ARE YOU DEAF? ... lol The problem was that you were hanging in level 1 support. These are people like you and me who have specific guidelines on what to do with certain questions. So, she did that because she didn't know better. The people who can probably help you are level 2 and 3 support. Next time try to get connected to those and you will have someone on the linke who can help you.  | ||
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FyRe_DragOn
Canada2056 Posts
thats gotta be a huge pain having to deal with shitty customer service tho, u dont hang up until the customer is satisfied lol u dumb bitch | ||
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kOre
Canada3642 Posts
Internet is BACK ... it went down at approx. 6:30 PM and it's not 1:00 AM. So much for 99.99% reliability lol | ||
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Gao Xi
Hong Kong5178 Posts
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nayumi
Australia6499 Posts
On April 19 2010 14:48 GTR wrote: you're all saying canadian internet is bad? wait until you come to australia. ^ | ||
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MaReK
Australia446 Posts
On April 19 2010 14:48 GTR wrote: you're all saying canadian internet is bad? wait until you come to australia.  | ||
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TheMunkey
Canada470 Posts
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tonight
United States11130 Posts
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KingFool
Canada428 Posts
My internet however (vancouver, shaw/cable) is really good. Fast and stable. I'm sorry to hear it's not the same case for everyone. | ||
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