SBC's dsl support sucks big time

[lobadobadingdong]

ok more info....

they just suck tonight, I'm just tired and cranky. (cry me a river, give me a )

I have been having disconnects every 30-45min. and my router has had to re-establish the pppoe connection constantly. (I monitor it when I'm having issues) I download large files and play on-line BF1942 (often the Desert Combat mod) and anyone can tell you getting disconnected in the middle of a game sucks. getting disconnected in the middle of downloading a 600MB file sucks big time as well (unless using a download manager, then it's just an irritation)...anyyyyway, the on-line chat guy seemed to know what he was doing well enough, but said he didn't have rights to make some adjustment to my account to correct the problem, he had me call into the tech support line, I got some guy named "billy" (I really doubt that is his real name) his accent sounded like maybe Pakistan, or Western India (I work as a field tech, and am getting pretty good at guessing global English accents) He spoke well enough English, but we had to repeat ourselves a few times....no biggie, it happens. He pretty much left me high and dry, had me do the same exact stuff they have on the web site, that I've been doing repeatedly since Thrusday evening. (I'm a+, net+, and ccna by the way) The guy on the on-line support guy says he's sorry that the phone support guy didn't seem to know what he was doing, and that I should call back during the m-f peak times when thier better trained support personel are on the job.

long story short...if you need to call SBC's dsl tech support, do it during the M-F 9-5 work day.

 

[thomsbrain]

they've been ok the times i've had to deal with them. *shrug*

 

[HappyPuppy]

Different strokes for different folks. Maybe it's you that sucks and not SBC.

 

[NightCrawler]

Originally posted by: HappyPuppy
Different strokes for different folks. Maybe it's you that sucks and not SBC.

People always say that when there DSL/cable is working great then RANT when their line goes down as well.

I've been lucky to have a rock solid connection but understand that big corps can definitly suck.

 

[Dulanic]

Ive had nothing but bad experiences with SBC tech support, EXCEPT their techs on broadbandreports.com. Their phone techs however are horrid, I called simply to check to see if there were any known network issues in my area at the time because I was getting slow speeds, instead of just a yes or no, he spent 30 minutes clearing my cookies and having me reboot, finally I said can you PLEASE just give me an answer to my question? I finally just hung up.

 

[NightCrawler]

My line went down about two weeks after I was signed up with SBC and I called them at midnight on Friday and they had it fixed on Saturday by noon. The SBC guy even called me back to make sure it was fixed.

 

[Sukhoi]

Yeah the SBC Indian techs are 100% clueless. The first guy I talked to had absolutely no idea how to fix my problem (modem was syncing too slow), and his Indian supervisor didn't know either. So they set me up with an appointment with a U.S. tech and he called the next morning and had it fixed in 5 minutes.

 

[ScottMac]

I'm curious: How do you tell an (Asian) Indian Tech working from India, from an Indian technician working from the US?

We have a number of Indian phone folks, some even have Indian Managers (and some of them have Indian bosses ...) in our call center outside of Chicago.

I'm not disputing your claim: I believe that SBC does have a consumer DSL desk in India (all the others are located in the US), but I've read a number of posts here where someone speaks to an Indian support person and automatically assumes that they are talking to India (which, of course, may or may not be true).

So, I'm wondering ..... how do you know / how can you tell?


Thanks.

Scott

 

[Curly01]

Go to DSL reports, register and check out the appropriate SBC forum. You might have to go to the SBC direct forum. By using the Direct forum you are by passing tier 1 support and going to the people that can actually help. I've had to use them twice and both times they solved my problem.

 

[0roo0roo]

eh they suck in general

 

[Pliablemoose]

Agree with the SBC rant, I've never had a good experience with them (at least not until i got past tier 1 support).

However, when it's up & running (99.9999%) of the time, I have no complaints.

Also agree with broadbandreports, last time I had a problem, they were very helpful.

 

[lobadobadingdong]

Originally posted by: ScottMac
I'm curious: How do you tell an (Asian) Indian Tech working from India, from an Indian technician working from the US?

We have a number of Indian phone folks, some even have Indian Managers (and some of them have Indian bosses ...) in our call center outside of Chicago.

I'm not disputing your claim: I believe that SBC does have a consumer DSL desk in India (all the others are located in the US), but I've read a number of posts here where someone speaks to an Indian support person and automatically assumes that they are talking to India (which, of course, may or may not be true).

So, I'm wondering ..... how do you know / how can you tell?


Thanks.

Scott

I didn't say he was in india, or pakistan, I said his accent was from india or pakistan. (I have several frineds who moved here from both countries)


edit: thanks for the link to dsl reports, I'll check it out later.

 

[Sukhoi]

Originally posted by: ScottMac
I'm curious: How do you tell an (Asian) Indian Tech working from India, from an Indian technician working from the US?

We have a number of Indian phone folks, some even have Indian Managers (and some of them have Indian bosses ...) in our call center outside of Chicago.

I'm not disputing your claim: I believe that SBC does have a consumer DSL desk in India (all the others are located in the US), but I've read a number of posts here where someone speaks to an Indian support person and automatically assumes that they are talking to India (which, of course, may or may not be true).

So, I'm wondering ..... how do you know / how can you tell?


Thanks.

Scott

Well I found it pretty fishy when I talked to an Indian support guy, and then an Indian supervisor. So I guess it's possible that could have been in the U.S., but I hightly doubt it. And besides I know a tier 2 tech for SBC and he said I was talking to guys in India.

 

[Pliablemoose]

Originally posted by: ScottMac
I'm curious: How do you tell an (Asian) Indian Tech working from India, from an Indian technician working from the US?

So, I'm wondering ..... how do you know / how can you tell?


Thanks.

Scott

I just ask straight out. They usually answer truthfully.

 

[tfinch2]

My grandparents cancelled their SBC dsl and refused to pay the cancellation fee because of bad service. The cancellation fee was waived.

 

[RobCur]

Originally posted by: tfinch2
My grandparents cancelled their SBC dsl and refused to pay the cancellation fee because of bad service. The cancellation fee was waived.

I think they got hit with a pretty big bill later on... lol. sbc always does this crap.
mine did, from 87.00 to 139.30
These guy are NUTS
when asked why I am be billed so much for final billing, they say " you ended in the middle of the month!"
LMAO, well fvck you sbc :|