- Feb 7, 2004
- 11,088
- 2
- 81
Cliff's Notes:
Asked Internet Provider to hook up service at new address (next door to old).
Order got stuck in loop and would not complete.
Couldn't get real tech support because it wouldn't complete.
Finally got it completed (240 minutes later).
Now, I'm addressing a slow sync issue - only getting 1/2 of speed I'm paying for.
Currently over 70 minutes into it.
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Pure torture. Caught in catch 22 scenario. Might not emerge from event horizon. Deeper I go. . .
Sigh.
Update:
Success - catch22 scenario is eliminated. Warp drive engaged. Scenario took 240 minutes.
Onto scenario #2 - which prompted the discovery of scenario 1.
Scenario 2 is getting 1/2 of speed that I'm paying for despite moving next door to old house (can't be a distance issue). . .
Now I can begin working on scenario 2. Timer is reset. I'm at 25 minutes on scenario 2 now. On hold as we speak.
Update 2: Just escalated to tier 2
Update 3: Was disconnected with out tier 2 answering.
Called back on hold with tier one again (I'm demanding tier 2 quite vociferously) - up to around 40 minutes on scenario 2. Just put on hold with the promise that they'll personally make sure it goes through. . .
Update 4:Got through to tier 2 who agreed with everything I said. They gave me a maintainace ticket and said they will call me back tommorrow before noon or sooner. Got the ticket # and direct phone #
Update 5: Got a call from automated repair dept. and it said to press 0 to be connected to the repair dept. - I press 0 and nothing happens. Then it says to call this number instead and it reads my trouble desk ticket to me and hangs up. I call the number it gave (same as update 4 number) and it says current hold time is 16 minutes. Bah.
Update 6: Repair dept just answered and they act like they might know what they are doing. Fingers crossed. On hold again while they 'look at things'.
Update 7: Repair dept reset my modem. I'm now getting my full speed down. If it is that dadgum easy - why can't they do that before 275 minutes have passed. I wonder how many ppl give up and just accept whatever speed they get.
Now I dare to ask. Should I try to upgrade to the new faster tier that is available - or simply shut up and be happy.
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Here is everything that happened before my original post.
Monday 15th - called and had service moved. Was told it would complete on Friday.
(15 minutes)Thursday 18th - noticed modem lights were on - connected and the service worked - albeit at half the speed I'm paying for. Called and was told it would probably correct itself on Friday when the order went through. (25 mi)
(40 minutes) Friday 19th - called and an agent told me I had to change user name passwords on my ppoe connection and associate it with the new DSL account #. Which was odd because the agent on Monday just said it would all switch over. After doing this did nothing, he 'noted' that the account wasn't scheduled to complete until Saturday (was told Friday initially). Says they may need to some rebuild or something.
Saturday 20th - didn't call.
(20 minutes) Sunday 21st - called as the account move was supposed to have completed on Sunday - agent says that 'yes, the move HAS NOT completed' and I would have to call back Monday as no one in whatever department was there. Agent could not seem to get that I was on the internet - just the speed was half of rated.
(40 minutes) Monday 22nd - called and was put on hold by DSL tech support for an inordinate amount of time and was told that they were waiting on another department to finish the order. Told me some story about "O yea your speed is fine - despite the fact that you pay for 3 down, apparently half was fine. To which I protested and was told that someone would call me and noone ever did.
(30 minutes) Tueday 23rd - called back - reread all of this transcript to the new person - they say at first that they cannot find the new account number. They put me on hold. They said there is an error in the order. They must get another department to wipe it out and fix it and that she'll call me back before 4pm. She didn't.
Tuesday 23rd
evening they did not call back. I called back and the agent says that orders keep being rejected out for 'whatever reason' and said that he would solve it. He said that he could see agents were putting orders in and they were dropping out. transferred me to a department that he got special authorization to send me to that would fix my problem right away..
The person they transferred me to was on the other side of the country and no earthly idea why I was transferred there.
Tueday 23rd
I tell the whole story to again. He listens and puts me on hold. He says he sees the account with no problems and has no idea what all of the other agents are talking about as far as not being able to see the acct.
The supervisor sent me to 1st tier Tech support as a solution. 1st tier tech support listened to this long story again and suggested that I had to change the user name password again like I did on Friday the 19th. When I reminded him that I already had done this he put me on hold. He then said that the speed increase was scheduled on Saturday the 20th and for whatever reason has not gone through. He then said that he was transferring me to the department that did that.
He then put me on hold - and it said your number dialed was unable to be completed. Please hang up and try again. Asked for Level 2 tech support. Was told I was being transferred over. Came back after 5 minutes on hold and said that the account was on hold and that tier 2 doesn't take on hold accounts. That is the problem NOONE can tell me why the account wont stop being on hold. It is on hold everyday. This is what other agents have mentioned over and over again that evidently the supervisor from 2 calls ago failed to note or notice and went as so far to say the other employees were not telling me correctly or whatever. . . .
Agent transferred me to the department that could help me who as I predicted told me yes, it is stuck in the system - probably something to do with the wiring. She says she is powerless and cannot help me. She says that someone 'will call me' as they have said before.
Basically, I've been told by tech support that I can only talk to your dept because the account is in hold status - but that is the whole problem - the account won't leave hold status. So she gives me a supervisor who finally fixes the 'on hold problem'.
Ans so this saga ended, and the on above began.
Asked Internet Provider to hook up service at new address (next door to old).
Order got stuck in loop and would not complete.
Couldn't get real tech support because it wouldn't complete.
Finally got it completed (240 minutes later).
Now, I'm addressing a slow sync issue - only getting 1/2 of speed I'm paying for.
Currently over 70 minutes into it.
--------------------------------------------------
Pure torture. Caught in catch 22 scenario. Might not emerge from event horizon. Deeper I go. . .
Sigh.
Update:
Success - catch22 scenario is eliminated. Warp drive engaged. Scenario took 240 minutes.
Onto scenario #2 - which prompted the discovery of scenario 1.
Scenario 2 is getting 1/2 of speed that I'm paying for despite moving next door to old house (can't be a distance issue). . .
Now I can begin working on scenario 2. Timer is reset. I'm at 25 minutes on scenario 2 now. On hold as we speak.
Update 2: Just escalated to tier 2
Update 3: Was disconnected with out tier 2 answering.
Called back on hold with tier one again (I'm demanding tier 2 quite vociferously) - up to around 40 minutes on scenario 2. Just put on hold with the promise that they'll personally make sure it goes through. . .
Update 4:Got through to tier 2 who agreed with everything I said. They gave me a maintainace ticket and said they will call me back tommorrow before noon or sooner. Got the ticket # and direct phone #
Update 5: Got a call from automated repair dept. and it said to press 0 to be connected to the repair dept. - I press 0 and nothing happens. Then it says to call this number instead and it reads my trouble desk ticket to me and hangs up. I call the number it gave (same as update 4 number) and it says current hold time is 16 minutes. Bah.
Update 6: Repair dept just answered and they act like they might know what they are doing. Fingers crossed. On hold again while they 'look at things'.
Update 7: Repair dept reset my modem. I'm now getting my full speed down. If it is that dadgum easy - why can't they do that before 275 minutes have passed. I wonder how many ppl give up and just accept whatever speed they get.
Now I dare to ask. Should I try to upgrade to the new faster tier that is available - or simply shut up and be happy.
---------------------------
Here is everything that happened before my original post.
Monday 15th - called and had service moved. Was told it would complete on Friday.
(15 minutes)Thursday 18th - noticed modem lights were on - connected and the service worked - albeit at half the speed I'm paying for. Called and was told it would probably correct itself on Friday when the order went through. (25 mi)
(40 minutes) Friday 19th - called and an agent told me I had to change user name passwords on my ppoe connection and associate it with the new DSL account #. Which was odd because the agent on Monday just said it would all switch over. After doing this did nothing, he 'noted' that the account wasn't scheduled to complete until Saturday (was told Friday initially). Says they may need to some rebuild or something.
Saturday 20th - didn't call.
(20 minutes) Sunday 21st - called as the account move was supposed to have completed on Sunday - agent says that 'yes, the move HAS NOT completed' and I would have to call back Monday as no one in whatever department was there. Agent could not seem to get that I was on the internet - just the speed was half of rated.
(40 minutes) Monday 22nd - called and was put on hold by DSL tech support for an inordinate amount of time and was told that they were waiting on another department to finish the order. Told me some story about "O yea your speed is fine - despite the fact that you pay for 3 down, apparently half was fine. To which I protested and was told that someone would call me and noone ever did.
(30 minutes) Tueday 23rd - called back - reread all of this transcript to the new person - they say at first that they cannot find the new account number. They put me on hold. They said there is an error in the order. They must get another department to wipe it out and fix it and that she'll call me back before 4pm. She didn't.
Tuesday 23rd
evening they did not call back. I called back and the agent says that orders keep being rejected out for 'whatever reason' and said that he would solve it. He said that he could see agents were putting orders in and they were dropping out. transferred me to a department that he got special authorization to send me to that would fix my problem right away..
The person they transferred me to was on the other side of the country and no earthly idea why I was transferred there.
Tueday 23rd
I tell the whole story to again. He listens and puts me on hold. He says he sees the account with no problems and has no idea what all of the other agents are talking about as far as not being able to see the acct.
The supervisor sent me to 1st tier Tech support as a solution. 1st tier tech support listened to this long story again and suggested that I had to change the user name password again like I did on Friday the 19th. When I reminded him that I already had done this he put me on hold. He then said that the speed increase was scheduled on Saturday the 20th and for whatever reason has not gone through. He then said that he was transferring me to the department that did that.
He then put me on hold - and it said your number dialed was unable to be completed. Please hang up and try again. Asked for Level 2 tech support. Was told I was being transferred over. Came back after 5 minutes on hold and said that the account was on hold and that tier 2 doesn't take on hold accounts. That is the problem NOONE can tell me why the account wont stop being on hold. It is on hold everyday. This is what other agents have mentioned over and over again that evidently the supervisor from 2 calls ago failed to note or notice and went as so far to say the other employees were not telling me correctly or whatever. . . .
Agent transferred me to the department that could help me who as I predicted told me yes, it is stuck in the system - probably something to do with the wiring. She says she is powerless and cannot help me. She says that someone 'will call me' as they have said before.
Basically, I've been told by tech support that I can only talk to your dept because the account is in hold status - but that is the whole problem - the account won't leave hold status. So she gives me a supervisor who finally fixes the 'on hold problem'.
Ans so this saga ended, and the on above began.
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