So apparently, a router can still affect a PC that isn't hooked up to it

[Kremlar]

Just a thought - cutting the power to the router might be on their checklist because it could be a wireless router with a laptop attaching.

 

[Queasy]

Originally posted by: Kremlar
Just a thought - cutting the power to the router might be on their checklist because it could be a wireless router with a laptop attaching.

Possibly but I had also told her that nothing was connected to the router except for the power cord. It wasn't plugged into my IFITL jack. If anything it just shows such a strict adherence to scripts that the tech can't think outside of it.

 

[Amused]

Originally posted by: Queasy

Originally posted by: Kremlar
Just a thought - cutting the power to the router might be on their checklist because it could be a wireless router with a laptop attaching.

Possibly but I had also told her that nothing was connected to the router except for the power cord. It wasn't plugged into my IFITL jack. If anything it just shows such a strict adherence to scripts that the tech can't think outside of it.

They aren't SUPPOSED to think outside of it. She's just doin' her job.

 

[Amused]

Originally posted by: dug777

Originally posted by: Amused

Originally posted by: Queasy

Originally posted by: dug777

Originally posted by: Amused

Originally posted by: Queasy
I don't know. I'm wondering if my Netgear router may be flaking out and causing the problem as well. I'm gonna stop and get a Linksys router today to see if that solves the problem.

My D-Link DGS-1005D has been great.

My D-Link DSL G604T has been too

Well, there's a great deal on a WRT54G for $17.99 after PM and rebate so that's why I'm going that direction.

OOPS! I mean my DI-774.

the 1005 is my gigabit switch.

I'm an idiot.

Good deal on the Linsys, though.

QFT.

<^>

 

[aswedc]

Originally posted by: Queasy

Originally posted by: Kremlar
Just a thought - cutting the power to the router might be on their checklist because it could be a wireless router with a laptop attaching.

Possibly but I had also told her that nothing was connected to the router except for the power cord. It wasn't plugged into my IFITL jack. If anything it just shows such a strict adherence to scripts that the tech can't think outside of it.

I would have done the same thing. How does she know you're not a dumbass? Wouldn't be the first user to have a wireless card in their PC and a wireless router without even knowing it.

 

[JasonSix78]

Tech support can be worthless sometimes. Kinda funny story though.

Tech Support (NSFW: Language)

-Jason

 

[DrPizza]

Should have told her to hold on for a couple of minutes while you unplug the router cord
"why would it take you that long to unplug it"
"I had it over at my neighbors house, attempting to see if it was a router problem by using his computer and connection. It's still plugged in at his house. But, as you said, my computer will somehow magically know that it's on."

 

[wondersteve]

Thats funny...

 

[jjones]

lol, your computer may "think" it's still connected to the router. It may think it's going to fvck the cat too; you got to keep on eye on computers as they are known to be a randy bunch.

 

[FoBoT]

this is why you don't call tech support


just say "NO"

 

[Electric Amish]

Why oh why did you even mention the router??

 

[Viper GTS]

Originally posted by: Electric Amish
Why oh why did you even mention the router??

That is the key in dealing with ISP tech support.

I personally have a SmoothWall connected directly to a cable modem, the green interface from the smoothwall goes to the switch on a wireless router (using the wireless router as a wireless bridge). I have both wired and wireless connections running from there.

You think they'd talk to me if I told them that?

Viper GTS

 

[Quasmo]

Originally posted by: Amused
Some thoughts:

Maybe they have a list they MUST go through. If they don't make you do all the steps (no matter how inane), they are reprimanded?

EDIT: It appears Wag and I think alike...

Anyone know a good form of suicide?

See Sig

 

[Snapster]

If it isn't on their script you haven't got a chance. Some ISP's will flat out refuse to support routers as well as I found out to my detriment, similar situation to yours.

 

[Cristatus]

BS Tech sounds like an appropriate abbreviation

 

[LikeLinus]

Originally posted by: dmcowen674

Originally posted by: stag3
im impressed you can understand the bellsouth tech, i have a hard time understanding indian people's english

QFT

BellSouth is all american tech support as far as I can tell.

I ran into this same problem. Those people are complete idiots. I installed a DSL modem for my Mom a few weekends ago. I called them up because I knew the line wasn't active...the dsl light just blinked. The guy on the phone actually told me her DirecTV dish could be the problem. I was like WTF? I said "are you joking" and he was being dead serious. They kept going through all this stuff that was the problem. It FINALLY occured to him that...yeah the line hadn't been activated.

Good Game

 

[InverseOfNeo]

Originally posted by: Amused

Originally posted by: Queasy

Originally posted by: Kremlar
Just a thought - cutting the power to the router might be on their checklist because it could be a wireless router with a laptop attaching.

Possibly but I had also told her that nothing was connected to the router except for the power cord. It wasn't plugged into my IFITL jack. If anything it just shows such a strict adherence to scripts that the tech can't think outside of it.

They aren't SUPPOSED to think outside of it. She's just doin' her job.

This is the reason why I wouild never want to do tech support. Even if I am sure that I know what is wrong with the person and/or their equipment, I still have to go through needless steps to get there. I would be like how the OP feels, even though I am on the other side. I am seriously thankful that I do not have to do any type of tech support.

 

[MechJinx]

Just begging for a headache by mentioning the router.

 

[Viper GTS]

BTW as someone who has done ISP tech support Amused & Wag are dead on.

They probably know that some of the stuff they're asking of you is stupid, just play along & make their job easier.

Companies can pay significantly less for their tech support if all they have to do is follow a script (and if all they CAN do is that).

Towards the end of my tech support days new hires were making about 60% of what I was, & shortly thereafter they laid everyone off & moved the contract to Canada where they could pay people even less.

Viper GTS

 

[sao123]

Originally posted by: Queasy
My DSL connection went down yesterday and I called Bellsouth tech support to get it fixed. I had already unhooked my PC from the router and hooked it straight into the IFITL line prior to calling while trying to troubleshoot on my own. During the course of my conversation with the Bellsouth tech I mentioned that I usually have my computer hooked up through a router but have it plugged in straight to the IFITL line now.

BS tech: "You need to unplug your router."
Me: "It is unplugged. The ethernet cable is going straight from the jack to my PC. It isn't hooked up to the router."
BS tech: "Is the power still on to your router?"
Me: "Yes."
BS tech: "You need to unhook the power cord from the router."
Me: "Why?"
BS tech: "If the router is still on, your computer may think it is still hooked up to it and that could be causing your problem."
Me: "HUH? The computer isn't even connected to the router. How is it supposed to "think" that?"
BS tech: "Because the router is still on."
Me getting incredulous: "I have an ethernet cable going straight from the wall to my PC. Nothing is plugged in to the router right now except for the power cord. I fail to see how that could be causing my problem."
BS tech: "Sir...."
Me cutting off tech: "Ok, fine there. The router power cord is unplugged."
BS tech: "Can you connect now?"
Me: "No."
BS tech: <pause> "Ok."

Eventually, I had to tell her to just give me an ip address to use instead of having my network connection obtain one automatically. That fixed my problem temporarily.

My connection has been going up and down so much the past few weeks I'm actually tempted to use Comcast now. But I'm still pissed at them too from billing errors five years ago.

Fire yourself cuz your too stoopid to be a tech. DAM BellSouth Morons.

 

[imported_Pablo]

Originally posted by: PingSpike
You're doing this wrong. When they tell you to do something retarded like "unplug your toaster and then try it." you don't go "WTF does the toaster have to do with my internet?!" You just say "ok, just a second." clunk the phone around a little bit then go "It still doesn't work, now what?"

Why fight with them when you don't have too?

QFT.

No need to prove the size of your epenis.

 

[Queasy]

Originally posted by: Electric Amish
Why oh why did you even mention the router??

In retrospect, not the best idea. Just trying to give the lady an idea of the troubleshooting I had already done.

My Netgear router was screwed up though. I just tried to connect to it and couldn't. I was wanting to get rid of it anyways and this gave me an excuse. Picked up a Linksys during lunch and I'm sailing smooth now.

 

[marvdmartian]

And exactly what did you expect from someone with 5 minutes training and 2 weeks worth of experience, who's doing this job for $2 an hour?? :roll:

You think that's bad.....talk to Microsoft's tech support sometime. Had a problem with a computer build one time, had to re-install winxp a couple times. Third time, it told me I had to activate it by phone. OMFG, 5 minutes on the phone with that tech support gave me such a headache!! :|

Just remember that you're dealing with people that know less than the person who's always asking you tech advice, and deal with it. Let them get all the way thru their list, like someone else said here (fake it.....women do!! :laugh: ), then get what you need. Is it a pain in the keister? Betcha it is....but it's a lot less stressful than dealing with them when you run into a situation like yours.

 

[darkamulets]

Ya I know the feeling, had dsl working fine for years but recently their has been construction on my block and periodically the modem loses sync. So after testing with 3 modems I come to the conclusion it's not the modem and i double checked all filters. So I call them up first call in like 4 years to them for tech support. You think I got support? No the tech believed that yes having electronics around my modem could be affecting it even though nothing has happened in 4 years. The real kicker was when she said to make a 4ft empty space around the modem.... What are they feeding these people... how bad are their little support datagrams? I had to break it to her that she didn't know what she was talking about, and got a manager on the phone to just have someone come and look at my line which if they didn't find anything wrong with I would be billed $80. Guess what happened? I didn't get billed. I worked the tech support role but when you don't know something don't try to lie about it just pass the call to the next tier...

 

[darkamulets]

Ya I know the feeling, had dsl working fine for years but recently their has been construction on my block and periodically the modem loses sync. So after testing with 3 modems I come to the conclusion it's not the modem and i double checked all filters. So I call them up first call in like 4 years to them for tech support. You think I got support? No the tech believed that yes having electronics around my modem could be affecting it even though nothing has happened in 4 years. The real kicker was when she said to make a 4ft empty space around the modem.... What are they feeding these people... how bad are their little support datagrams? I had to break it to her that she didn't know what she was talking about, and got a manager on the phone to just have someone come and look at my line which if they didn't find anything wrong with I would be billed $80. Guess what happened? I didn't get billed. I worked the tech support role but when you don't know something don't try to lie about it just pass the call to the next tier...