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internet down. tech support no help. pls help me!!

L

littleprince

Golden Member
Ok... heres the thing, i was having trouble with my @Home service. idiot techie told me to reset the modem... fine, didn't lock on for 2 days... by than a technician was at my house, told me if he disconnected my cable to check the signal strength, i probaly wouldn't be able to lock on for another few days. erg,.... so i have to make a choice.

anyways, choice is made for me, my cable goes out while hes here... he says signal is fine. modem locks on 1 day later.
great, i'm on the net everything is gd. night time comes... can't connect to any site or anything .... but the proper lights are on the cable modem this time... what does techie say?? reset the modem
geez!!! 2 days later, lights back on. can't connect to anything!
checked the settigns, rebooted 20 times, ran winipcfg i'm on the stupid 196.x.x.x crap meaning i'm not getting an ip from there dhcp.
uninstalled network card, tried different network card, removed tcp/ip, and all protocals, clients etc... added them back....
nothing

@home says to contact my computer manufacturer, and theres something wrong with my windows. i told them i don't think so, because when i boot into linux it can't get your stupid ip address either.

what the heck is up? i wanna cancel so bad, but i have 3 months left on my contract, and they have friggin monopoly in my area!

pls help!!! its hard to do work w/o my broadband, and i can't play games, and my rc5 stats have to be suffering....
 
Simply dont allow the Tech to leave until the modem locks. They should lock almost immediatly, or within 20 minutes.
 
well, the tech was saying my whole area was having problems locking. but once it locked it would be fine
if i waited for it to lock b4 he left, he would've slept over at my house!

when it finaly did lock, i had service for about 8 hours maybe?
 
If the neighborhood's having the same problem, I'd think it's likely hardware problems at their end. The only problem I had setting up my wife's @Home was connecting to the @Home DHCP server, and that resolved when I removed the default gateway setting from the LAN NIC's tcp/ip.
 
You could complain that due to the fact that they are breaking their contract by not providing you with accessable internet access that your contract is null and void. Hey it may work...
 
Call and ask for the Customer Service Manager's email and phone number. If level1 support won't give it to you level2 will. It helps to be a jerk when you call because they will give you the numbers of their managers faster as they do not like to deal with p1ssed off people.
 
and i am a pissed off person...

my cable came back on this afternoon, i ddint' touch a thing...
must've been there network taht started working, which they say has been fine alll year...
yeah...

anyways, if it goes down again sometime this week.... the rogers head office isn't that far from u of t... i wonder how security would deal with an irate student thats an @Home customer, and wants to meet these tech support guys!
 
I love it when people likw Wik come into work. They sit and complain that we should do soemthing for them. If they were not such a pain we might do something but there is no way I am going to go out of my way to help out someone who is a pain in the a$$.


S.
 
Hi guys, I'm new.

I've been on both sides of the spectrum regarding your delemma. Everyone's had technical problems so it's nothing new, but the thing you have to remember about us tech support people is that in most companie's we're told what to say regardless of what's wrong, either you or us.. so try to understand that we're merely ponds 😀

Also note if a tech agent tells you to reboot tme and time again, it's obvious you probably know more than they do. I mean you know how to setup LINUX, chances are your knowledge supersedes there.

@HOME is generally unreliable, but sometimes it's user end as well.. just keep an open mind.
 
well, i just really really really didn't appreciate there solution....
"contact your pc manufacturer, and have them reinstall windows, because something is wrong with your windows"

... and that would be what?
some super virus, that only affected my ability in 2 sepereate os's, on 2 seperate hard drives to connect to your shabby network?

i noe they sorta have a book there suppose to follow, but if its nothing more than whats in a user guide etc, isn't it sorta useless??
 
Sloth,
WTF is your problem? I was telling him from how to get help from someone at @home that will give him better help then what he is getting now. I know it works. When I first got @home there was trouble in my neighborhood and the CSR at @home would give me the same run around they are giving him. So I started to be a pain in the ass when I called and they were so happy to push my off to someone higher up, untill I got the email and phone number to the CSR Rep. Afer one email and one phone call to them I had a tech at my door and my service restored to normal by the end of the week. So unless you have some other solution to help littleprince out you can shut your hole and stop crapping like that. What did I ever do to you? Do you work for @home? Do you have @home service? If you did you would understand what it is like trying to get service from them.
 
jazzhound and sloth,

I understand what you are saying. I in know way say to call and be a pr1ck when ever there is something wrong. I start out nice. But when you get a CSR that tells you to wait 2 days for a Cable sync more then once then it is time to get nasty. I am not saying you need to take it out on those guys but you have to make them understand you want more of a solution then they can give you. They will pass you up higher then. I am a service tech myself but not in computers but the same thing applies anywhere. Sometimes you have to pass customers up higher when they are not satisfied with your solution to the problem.

 
I see what you all are talking about cabal can be a really pain!!!its probally the area its probally swammped and they don't probally want to put money into the service!!!Thats how it was in my area for like a week then they fixed it!!Just complain and if they try to give you a run around just ask for there supirior sometimes you get more sugar with honey and then sometimes its the total oppisite you just got to feal out the sittuation play them don't let them play you!!!Get some free stuff out of the deal!!maybe think about DSL!!!If its availible in your nighborhood!!Good luck man!!!!!!😉😛😉😛😎:disgust::frown:😕:frown::disgust:😎😛😉🙂:Q🙁:|😀😱😱😀:|🙁:Q🙂😉😛😎:disgust::frown:
 
Good insights guys, but as for myself it's still a trial and error process, I've only been doing this for a few short months and I can attest to most of your headaches, however I feel isn't relevent, what's relevant is whether or not your beefs are valid or not.

A tech, level 1 or otherwise can only do some much and often times when solutions are few and far in between, it's usually a problem elsewhere that's not likely to be fixed while on the phone with the irrate customer 😉

I do DSL support and usually the culprit is configuration abnormalities at the CO, which is completely out of our hands. The process usually takes 1-2 days before the Telephone comp. even get's their butts in gear, some are quick some aren't. I usually have to go into my speech about how we're merely conveyers of the message and not the actual techs who are responsible for the repairs, but still the ignorance of some is just unbelievable.

Haha, ok..
 
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