Roadrunner Tech Support is utterly horrible.

[guapo337]

Our internet has been out since 8:30am. My parents aren't ones to call tech support, so they wait til I come home from school. After talking to the national help desk and another tech for 25 minutes, they determined there was nothing we could do about my modem, and we needed to set up an appointment. So, before I go, I ask one of the ladies I talked to why we always have problems with the internet. She claims she's "not a tech" (why the fvck am I talking to her then?) and she transfers me to a more knowledgeable man. I talk to him, explain my problem and give my phone number for the third time, as well as affirm that I am the account holder's son. I tell him my problem, he tells me to look at the back of the modem and press the little button with a padlock under it. I press it. Everything works fine. Immediately. Right then. Had I not asked why I was having problems, I wouldnt be on the internet right now. And if you, oh great road runner tech, are reading this, thanks to you, that man that helped me today, you are the most wonderful Road Runner tech I have ever talked to. Honestly, you are one of the only ones who has helped me and been knowledgeable and told me something more than just "unplug your modem. what are the colors? do winipcfg"

Road Runner tech support is utterly horrible. A 30 minute phone call culminated with me pressing a button that could have easily been pressed 30 minutes earlier, had they the knowledge and brains to tell me to do so.

 

[Hubris]

Tech support is a low paying job, so all the really good people have other, better paying jobs. Trust me, half the monkeys I work with couldn't find their ass with two hands and a headstart.

Least it WAS fixed.

 

[Daishiki]

well... if you don't want to deal with the low tier script readers, just ask for a tier 3 tech off the bat and you'll talk to someone who knows what they're doing, hopefully. at least you didn't have your internet out for a week before support could come by and swap your modem

 

[rmrf]

Our helldesk is the same way.

One day they had someone with a printer that wasn't working. When I got on the phone with the user, I asked what steps they had gone through and how long they were on the phone. They said the helpdesk "technician" had them restart their computer, and their modem. Their modem?!?!?!? the printer is not working dumbass!! anyways, I got on the phone and had the user unplug and plug the printer back in, worked like a charm.

It is inevitable that you will get a dumbass to answer the phone on level 1 and 2 support calls. The person at our helpdesk has been working there for 7+ years, and doesn't know anymore than what they learned after the new employee orientation. Whenever I have to call in for tech support, I always ask for a level 3 technician immediately. This provides for less dicking around, plus I get to learn a thing or two about whatever I am calling on.

 

[MustangSVT]

ha, u had to call their tech service for that?

well. its better than,

me : "im getting lots of packet loss"
comcast tech: "clear the cookies"
me: "..... !*()#?"

incident 2
me : "cable modem doesnt go online"
comcast tech: "goto microsoft website, run windows update"
me : ".... ()#(*$()@!?"

yes, they are that retarded

 

[Apathetic]

I have to agree with you. Roadrunner's "technical" support is absolutely wretched. Time and time again I call them to report an outage and they only respond with lame statements like "... well nobody else in your area has reorted an issue..." and I have to explain to them that SOMEONE has to be the first to report an outage, why can't it be me?

Obviously, I'm having issues connecting with Battlefield 1942 because I haven't cleared my IE cache.

Dave

 

[Apathetic]

Originally posted by: MustangSVT
ha, u had to call their tech service for that?

well. its better than,

me : "im getting lots of packet loss"
comcast tech: "clear the cookies"
me: "..... !*()#?"

incident 2
me : "cable modem doesnt go online"
comcast tech: "goto microsoft website, run windows update"
me : ".... ()#(*$()@!?"

yes, they are that retarded

Hey! You had the same tech I did! I wonder if he quit Roadrunner to work for Comcast or the other way around?

Dave

 

[Bolvangar]

Originally posted by: MustangSVT
ha, u had to call their tech service for that?

well. its better than,

me : "im getting lots of packet loss"
comcast tech: "clear the cookies"
me: "..... !*()#?"

incident 2
me : "cable modem doesnt go online"
comcast tech: "goto microsoft website, run windows update"
me : ".... ()#(*$()@!?"

yes, they are that retarded

lmao

 

[guapo337]

Originally posted by: MustangSVT
ha, u had to call their tech service for that?

well. its better than,

me : "im getting lots of packet loss"
comcast tech: "clear the cookies"
me: "..... !*()#?"

incident 2
me : "cable modem doesnt go online"
comcast tech: "goto microsoft website, run windows update"
me : ".... ()#(*$()@!?"

yes, they are that retarded

I had to call tech support because we lost the connection. I was not home all day. I had no idea WHY we lost the connection. The reason for calling was to find the reason, and hence, fix it. If i knew the reason I could fix it.

 

[Tom]

I've found Roadrunner tech support to be as good as tech support I've gotten anywhere else.

When I've had an outage the first thing they always do is have me power off the modem for a minute or so, which should have fixed the probelm you apparently had, I don't know why they didn't in your case.

 

[SaintGRW]

winipcfg doesn't work for me 🙁

I've had to call on occasion but they seem to be one of the better customer support centers i've had to call. I Subscribed to road runner almost 4 years ago. the showed up at my house and installed it on my 18th birthday 🙂 never had a problem since (with the exception of I like to write checks once every 3 months so like once a year the service might cut off for a day because of late payment.)