Poll: @home support

[xtopgunx]

How long has it taken you guys to email @home support and recieve support for your problem? Taken me forever

 

[Nutdotnet]

WORD

Well I usually go to their website and CHAT with them.

 

[Josh]

Call 'em up, it's slow, but faster than e-mail. Their tech isn't that great though...

 

[xtopgunx]

I've called them, of course everything is on their end, but yet they persist it will be fixed, next week, of course it isn't!
Chat with them? How?

 

[RossGr]

I have also used the online chat help, it is the best way, unless you can't get online!

 

[EagleKeeper]

Their first level of phone support seems to entail reading from a script.

Second level may take 2-3 days for a response.

Solved the problem by the time they responded - Problem was created by the script people.

 

[Viperoni]

I just voted!

 

[Siva]

ITS CRAP!

15 min hold

Level 1: Hi. Oh it doesn't work? Unplug your cable modem and plug it back in. BTW I am a moron with the education of a 3rd grader. Still doesn't work? Let me send you to a 2nd level tech.

20 min hold

Level 2: Did you unplug your modem? Do it again. Still no luck? I'm stumped, my feeble brain does not comprehend much. Let me send a tech out to your house.

5 day wait

Cable installer guy: Oh, it must be some error on our side

2 Day wait

Cable works

 

[tigerbait]

Thankfully, I have never had to use @home's support. Been very pleased with my Cox@Home service.

 

[Tominator]

For a company that must have a huge workload in customer support, I've had very little problem getting through. Nearly everytime I've had trouble, it's been the modem and a reset puts everything back to normal.

 

[xtopgunx]

Basically, my mail account b0rked, and they said it was their fault, which they said they would fix FOUR #@!##$%@ing month's ago, yet it is still not working, and ive called a few times, and now im trying email, blah.

 

[xtopgunx]

I really dont understand why they dont offer better tech support for us, than what I hear for you guys, its terrible over here, im usually on the phone for an hour on hold.

 

[DaveJ]

No problems with @home support here... my parents recently moved to a different house and put in an order to have the cable/internet transferred. Guy comes out and hooks it all up, says we'll be online in 24hrs due to an @home screwup (they had the original address down on the work order and had to transfer us to the new node).

Next day I get home from work and find the modem still hasn't come up. I called the local support number and was on hold less than 5 minutes. The tech was a nice guy, he gave me a new IP address (cable guy gave us the wrong info). Told me to wait 15 minutes and he'd call me back to make sure it was working... 14 minutes later the modem comes online, and 30 seconds later the phone rings. I was impressed that he actually called me back when he said he would, just to verify the service was working...

Dave

 

[xtopgunx]

Heh, sounds like good support there, btw, have you guys felt any ping/connection differnces?

 

[Rand]

Ironically enough Cogeco@Home tech support has been nothing less then phenomenal in my experiences with them. Very quick and concise, extremely knowledgeable and courteous. They've immediately offered to give me large discounts if I call up with even the slightest issue about their service.

I've never had better service from anyone then I've had from Cogeco@Home... don't know why that is considering veryone else seems to have problems with them but they've been great to me.

 

[stonerdave]

Well I usually go to their website and CHAT with them.

i've done this too, i was amazed at @home's response time. i had my question answered within a few minutes and I was gone.

of course, there's certain cases where chatting probably won't help.

 

[classy]

Just call them.

 

[fake]

Never emailed but chat is the best way if you have a connection. Phone sucks

 

[xtopgunx]

Alright, ill try chating with them. Thanks!

 

[Looney]

I ALWAYS call them up... how would email or chat work? When i call them, it's because my connection is down.

 

[NikPreviousAcct]

<< ITS CRAP!

15 min hold

Level 1: Hi. Oh it doesn't work? Unplug your cable modem and plug it back in. BTW I am a moron with the education of a 3rd grader. Still doesn't work? Let me send you to a 2nd level tech.

20 min hold

Level 2: Did you unplug your modem? Do it again. Still no luck? I'm stumped, my feeble brain does not comprehend much. Let me send a tech out to your house.

5 day wait

Cable installer guy: Oh, it must be some error on our side

2 Day wait

Cable works >>

Okay, someone's had a little bad luck with us. There are two sites that do good tech support for @Home. That's Beaverton Oregon, and another call center in Canada. The other call center techs are virtually stupid. For some reason, they don't get the same training we do. The Tier1 techs basically check to see if your computer name and TCP/IP is bound to your network card. Other than account information, they don't really do much real technical support. That's Tier2.

And, then, unless you get Beaverton Oregon's site or the one in Canada, you're pretty much gonna want to fix it yourself. If you get the call center in Dallas, Texas, you may as well hang up. Our Tier1 techs are better than those supposed-Tier2 techs. :| It's amazing.

Anyway, give us a call if you've got any questions. Lately, we've been bogged down with people taking vacation and are under staffed. Once we get everybody back the service level will go back up to standard. With the exception of many people taking their vacations lately, we NEVER go below 99% service level (and most of the time are at 100%). That's picking up the calls before they ring 4 times (before seriously going on hold). So if you'll just be a little patient with a tech support that you don't have to pay for each time you call, we'll be patient with you, the customer.

Thanks!

 

[brtspears2]

I recall once, when my friend was getting his @homo cable installed, it had a few problems. We went to my place, and went to the online chat. We started to wonder if it was an online bot or something. So we asked the normal questions. Then we asked &quot;Are you a bot?&quot; It replied &quot;I don't understand what you are saying. Can you reword that?&quot;

Either they where f*cking with me or it was really a bot.

 

[M O M O]

my tech told me that when the big ball of flame is in the sky aka &quot;The Sun&quot; that some folks in the phx area will lose connectivity..

other than that i have no problem with the there tech support.

 

[Muadib]

@home support is suck! I haven't paid them in almost 6 months because of their screw ups. I've talked to them 3 times about the matter, but they continue to f up. I'm done calling them.:| They can come to me now.

 

[Looney]

Hey, i'll verify for the one in Canada... they're awesome! And that's saying a lot coming from me... because i must have a half dozen threads here that has me whining about them. But the last time i called (couple of weeks ago), they were absolutely awesome... even after the 3rd-4th call.