Does your ISP provide free wireless networking support?

[Arkitech]

I'm doing phone/remote tech support for a major ISP and most of my calls are related to wireless networking issues. For me to provide tech support the customers have to pay for the service. And it's interesting how many people demand that they receive free wireless tech support when they have issues. A lot of times people lose their passwords, enter them incorrectly or having virus issues which prevent them connecting to their wireless networks and I would say maybe 40-45% of the customers swear up and down the ISP should fix those issues for free since they are paying for internet.

Kind of illogical, when you have a problem with your TV you don't expect the cable company to fix it. If your furnace breaks you can't blame the gas company, same thing with electric, water or other commodities you pay a fee to access.

 

[FoBoT]

i don't use 'support'
unless i know it is their problem
i had to call a couple months ago, something crapped out on the upstream side and they had to re-something or other it to get it working again

 

[xSauronx]

id only expect it if i one had one the combo modem/router/ap units.

 

[PottedMeat]

A lot of times people lose their passwords, enter them incorrectly or having virus issues which prevent them connecting to their wireless networks and I would say maybe 40-45% of the customers swear up and down the ISP should fix those issues for free since they are paying for internet.

does your company provide the combo wireless router/dsl modem/cable modem? there should be support up to that point

 

[Arkitech]

i don't use 'support'

well thats because you're a fobot, why would fobots need tech support

 

[Arkitech]

does your company provide the combo wireless router/dsl modem/cable modem? there should be support up to that point

yep, we have gateways and the company does offer free support if the device is not functioning properly. but a lot of customers want free support for almost any issue related to not being to connect to the internet. anything from broken network adapters (on the pc) to problems with the os.