cable service was out for over TWENTY FOUR HOURS...UGHHH

[murphy55d]

Yesterday around 11am or so, my cable modem went out. It just came back on 20 minutes ago... yes folks it is true what they say, Charter sucks the big one. I called their tech support and the moron on the phone didn't know what was wrong, so they said they'd send a line technician out... they never came, but my access is back. Idiots.

No real point, just venting a bit. I did get a # to re-imburse me for the time it was down. They're still idiots though... wish there was a better service around here. :disgust:

 

[vi edit]

Oh the humanity!

and I'm an idiot.

 

[NikPreviousAcct]

If your service is back, how do you expect them to trouble shoot it?

idiot customers.

nik

 

[Beau]

Originally posted by: ffmcobalt
If your service is back, how do you expect them to trouble shoot it?

idiot customers.

nik

I was waiting for you to chime in.

 

[TallBill]

nothing in this world is 100% my friend.. get over it. I've been without power to the entire house for longer then that.

 

[murphy55d]

Originally posted by: ffmcobalt
If your service is back, how do you expect them to trouble shoot it?

idiot customers.

nik

I called them yesterday. I didn't call after the service came back on. Idiot posters.

edit: on a better note, my Planar LCD just showed up. Day is looking up.

 

[Don Vito Corleone]

That makes two of us - ATTBI has been down, and is giving me some really weird problems in the last 24 hours. I got a pretty good tech on the phone, and for some reason ATTBI cannot figure out, they keep assigning me an IP address that is internal to ATTBI and has no Internet connectivity. I suppose if I were so inclined I could snoop around on their servers, but I am more interested in getting online!

 

[Don Vito Corleone]

Originally posted by: ffmcobalt
If your service is back, how do you expect them to trouble shoot it?

idiot customers.

nik

Now that's customer service! Ahem . . .

 

[badluck]

If your service is back, how do you expect them to trouble shoot it?

dood, if you can't figure that out on your own...I guess you are the idiot.....

 

[NikPreviousAcct]

Originally posted by: murphy55d

Originally posted by: ffmcobalt
If your service is back, how do you expect them to trouble shoot it?

idiot customers.

nik

I called them yesterday. I didn't call after the service came back on. Idiot posters.

edit: on a better note, my Planar LCD just showed up. Day is looking up.

Then you should have *said that* the first time you posted. Idiot idiots.

...um... err somethin.

Anyway, if you get a tech that says "I don't know" just HANG THE HELL UP and call back.

nik

 

[NikPreviousAcct]

Originally posted by: badluck

If your service is back, how do you expect them to trouble shoot it?

dood, if you can't figure that out on your own...I guess you are the idiot.....

Unless it's a routing or cable modem offline, you are correct.

nik

 

[Don Vito Corleone]

Then you should have *said that* the first time you posted. Idiot idiots.

...um... err somethin.

Anyway, if you get a tech that says "I don't know" just HANG THE HELL UP and call back.

nik

I thought his original post was pretty clear, and it does not reassure me that, as a service technician, you leapt to the conclusion that he was being stupid. I know I have been put on hold for a LONG time before getting assistance from ATTBI, so your suggestion of hanging up and starting over is not attractive. Fortunately I got a responsive tech the last time I called ATTBI.

 

[NikPreviousAcct]

Originally posted by: Don_Vito

Then you should have *said that* the first time you posted. Idiot idiots.

...um... err somethin.

Anyway, if you get a tech that says "I don't know" just HANG THE HELL UP and call back.

nik

I thought his original post was pretty clear, and it does not reassure me that, as a service technician, you leapt to the conclusion that he was being stupid. I know I have been put on hold for a LONG time before getting assistance from ATTBI, so your suggestion of hanging up and starting over is not attractive. Fortunately I got a responsive tech the last time I called ATTBI.

Okay, so staying on hold and getting off the phone is more important that actually getting something done?

my god

I think I need a new job.

nik

 

[Don Vito Corleone]

Okay, so staying on hold and getting off the phone is more important that actually getting something done?

my god

I think I need a new job.

nik

No argument that you need a new job - you are either burned out or have an attitude 180 degrees from what one would want in a technician who deals with the public. In any event, you are a walking, talking example of what is wrong with customer service support for your employer.

It amazes me that you would regard a customer as stupid for NOT hanging up on a nonresponsive technician - getting good service to the customer is your problem, not his, and I for one have better things to do than wait on hold for half an hour, then hang up and do the same thing again in the vain hope that things will improve. When I get bad service from a tech, I ask for a supervisor - am I being stupid in your world?

 

[murphy55d]

To be honest I was happy to get a tech support person who actually spoke English. A few times I've called before, I could barely understand the person, and I DID have to hang up and call back. I didn't realize though I needed to clarify that I called WHILE IT WASN'T WORKING, as opposed to AFTER the fact. Next time for ffm's benefit I'll be much more specific. Maybe a timeline chart or something, that might help.

BTW, as I typed this post, my cable modem went off for about 25 seconds, and is now back on. Crossing my fingers.

 

[edjam]

Was it the longest day of your life? ;-)

 

[NikPreviousAcct]

Originally posted by: Don_Vito

Okay, so staying on hold and getting off the phone is more important that actually getting something done?

my god

I think I need a new job.

nik

No argument that you need a new job - you are either burned out or have an attitude 180 degrees from what one would want in a technician who deals with the public. In any event, you are a walking, talking example of what is wrong with customer service support for your employer.

It amazes me that you would regard a customer as stupid for NOT hanging up on a nonresponsive technician - getting good service to the customer is your problem, not his, and I for one have better things to do than wait on hold for half an hour, then hang up and do the same thing again in the vain hope that things will improve. When I get bad service from a tech, I ask for a supervisor - am I being stupid in your world?

That's one way of making a formal complaint and still not getting anything done. Sorry, I'm just a go-getter when it comes to gettin things done. I don't dick around. When I'm on the phone, I'm quite polite, respectful, and helpful like a CSR should be. But when people complain on my phone about how our service sucks because their computer got a virus or that our service sucks because the cable modem died -or anything else that's out of anyone's hands, it's quit frustrating not to be able to say anything.

I'm sorry for taking it out here.

I'm quickly approaching the "burnt out" stages of a tech's life (18 months here) but it's still just as frustrating as it was from day one when someone bitches about something that's either their own fault or no one's fault. I bash the ISP when it's the ISP's fault, too, ya guys - it's not like it's always the customer's fault. But, then again, I have to deal with things like Tier1 techs who don't do their job, simply cutting/pasting pre-formatted notes about work that they didn't do just to get the customer escalated and off their phone. If each one of AT&T's or Charter's (or any ISP, really) customers would just learn the BASICS and sit on the phones for ONE DAY, they'd probably have a whole new outlook on their service.

nik

 

[Cuular]

Since ATTBI took over Media One Road Runner here in West LA, they cut the service down from 4Mb down/384Kb up to 1.5Mb down/128Kb up, raised prices from 34.95 a month to 45.95 a month, and have been having random outages ranging from 15 minutes to over 3 hours 2 or 3 times a day for the last 2 weeks.

In the 4 years I had Media One There was a single 30 minute outage. When I pay for someone to provide me with an internet connection, I expect it will be close to 100% of the time.

Luckily in West LA I have all kinds of options, and DSL is scheduled to be installed on Thursday. So for only 40.00 more than I was paying for ATTBI I am getting 7.1Mb down/768Kb up. Well worth it to have ATTBI piss me off enough to check into it...

 

[guyver01]

Originally posted by: Don_Vito
for some reason ATTBI cannot figure out, they keep assigning me an IP address that is internal to ATTBI and has no Internet connectivity.

are you serious??? can't figure it out????

tell 'em to check their DHCP server to see if there is an invalid scope, or even a static entry...


sheesh... how do these people run a network?

 

[pyonir]

Originally posted by: ffmcobalt
If each one of AT&T's or Charter's (or any ISP, really) customers would just learn the BASICS and sit on the phones for ONE DAY, they'd probably have a whole new outlook on their service.

that is the point of Tech Support. If everyone knew the basics, then tech support and customer support wouldn't really be needed.

Sure people aren't the brightest when it comes to questions about their internet connection, but would people that know what is wrong call anyway? They already have it figured out, they don't need tech support. Maybe you need to work in an area of tech support that only supports Admins, so you don't get calls from people that don't already know everything.

 

[skyking]

That makes two of us - ATTBI has been down, and is giving me some really weird problems in the last 24 hours. I got a pretty good tech on the phone, and for some reason ATTBI cannot figure out, they keep assigning me an IP address that is internal to ATTBI and has no Internet connectivity. I suppose if I were so inclined I could snoop around on their servers, but I am more interested in getting online!

My friend is on the same network, he figures it is a default setting on their routers. Pretty weird failure!

 

[guyver01]

Originally posted by: pyonir
Maybe you need to work in an area of tech support that only supports Admins, so you don't get calls from people that don't already know everything.

Admins are the worst.... i work in a tech support department, and it's the "admins" that make the worst callers... they think they know everything, and figured the problem is not in their configuration...

meanwhile they can't understand why trying to receive email would produce an error:

The connection to the server has failed. Account: 'email', Server: '127.0.0.1', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 10061, Error Number: 0x800CCC0E


then try to explain that the problem is in the configuration of their email program, or antivirus program.

give me stupid computer illiterate people who dont know where the "ok' button is... or where the start button is...

 

[NikPreviousAcct]

Originally posted by: guyver01

Originally posted by: Don_Vito
for some reason ATTBI cannot figure out, they keep assigning me an IP address that is internal to ATTBI and has no Internet connectivity.

are you serious??? can't figure it out????

tell 'em to check their DHCP server to see if there is an invalid scope, or even a static entry...


sheesh... how do these people run a network?

Yes, there's a technician sitting at a computer assigning internal IP's to people so that they can't get a connection and making evil laughter and running loose! See what I mean? It's a logical software problem. Easy fix.

I'm guessing he's in Oregon or Washington. Right now (and yesterday), the DHCP server has been assigning a 10.x.x.x address instead of 12.x.x.x to computers. Only modems get 10.x.x.x addresses.
The fix is, if not power cycling and reinstalling the stack, etc., is a tech removing cable modem and all PC's from the SAS database, have the customer power cycle the modem, restart the computer (or just release / renew if they know how), and go through the registration again (http://sas.r1.attbi.com) - which will require a modem power cycled and release/renew of the IP.

If you're not online then, we'll have to escalate the ticket to our internal team (TASC).

nik

 

[Lucky]

when I had ATTBI installed last week it took 2 hours to for the installer to get my service working....first he dropped a new line even though he didnt really need to (and it's STILL not buried), then he didnt know how to work with windows XP, then *2* modems were bad. arg.

 

[NikPreviousAcct]

Originally posted by: skyking

That makes two of us - ATTBI has been down, and is giving me some really weird problems in the last 24 hours. I got a pretty good tech on the phone, and for some reason ATTBI cannot figure out, they keep assigning me an IP address that is internal to ATTBI and has no Internet connectivity. I suppose if I were so inclined I could snoop around on their servers, but I am more interested in getting online!

My friend is on the same network, he figures it is a default setting on their routers. Pretty weird failure!

Yeah. Read my post.

nik