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Why i hate tech help desks

M

moonshinemadness

Platinum Member
Having problems with my internet connection, in that it keeps disconnecting, especially when uploading files (Tried to upload pictures to an email attachment and would disconect every time before the file uploaded)
So i ring tech help.

A) She cant diagnose the problem without a computer (IE. questions set in a program and a process of elimination) surely tech support should mean she herself should have the knowledge to diagnose the problem without program aid.
B) I know for a fact the problem is with my isp because i have got rid of all problems on my end...but still according to her it 'must' be the msblaster worm or at least my computer. Cant be, this has happened on four different installs of windows xp pro and suse 9.0 linux.
C) Lack of knowledge of anything but the basic knowledge of computer navigation.
D) Im not using their software so that must be the problem
E)Whats linux?

Coming to the end of the phone call i lost it and just hung up. #Bear in mind this is Technical support not customer services and im paying 50p p/minute for this. Arghhh

/Rant
 
I love my ISP. I called them a few times BEFORE we were customers, and their tech support not only talked to me but gave me a bunch of technical crap I was trying to find out.

"What's Linux?" indeed 🙂
 
Originally posted by: DotheDamnTHing
why are you paying for tech support? dont isps give free tech support?
Click to expand...

Yeah thats what i thought but apparently freeserve want to making as much money out of there customers as possible....bastrads

sm8000 it was more like:

her: whats linux?
Me: Now why doesnt that surprise me. am i or am i not on to tech support?...learn something about your job and try to be less useless in future.

**Hangs up**
 
Originally posted by: moonshinemadness
Originally posted by: DotheDamnTHing
why are you paying for tech support? dont isps give free tech support?
Click to expand...

Yeah thats what i thought but apparently freeserve want to making as much money out of there customers as possible....bastrads

sm8000 it was more like:

her: whats linux?
Me: Now why doesnt that surprise me. am i or am i not on to tech support?...learn something about your job and try to be less useless in future.

**Hangs up**
Click to expand...

Are you on DSL or dial up? If you're on DSL then you're ringing the wrong number if you're paying 50p a minute thats only for the free dial up account.

Are you using a router to connect? If so check the MTU/MRU and RWIN settings go to Broadband Tweaks to test and download a program called DRTCP to make changes.

I had the same problem with uploads, though downloading was fine, if your MTU is wrong then the packets will need to be fragmented on the way out and they won't be transmitted.
 
Originally posted by: moonshinemadness
Im using dial up, and not using a router its the only number given for tech support on the website.
Click to expand...

Anytime or the free one? Again if you're using an anytime account you should have an 0845 number to ring not an 09 number

It's even more critical to get your mtu correct with dial up, you should still go to that website I linked to before and download drtcp.

Edit: Sorry forgot you're using linux so drtcp won't help. I'm not that good with linux (still learning) so can't help you there sorry
 
Originally posted by: TurtleMan
lol u sure the tech center is not located in India... that's problaby why she can't do anything about it ..
Click to expand...

The tech centre is in Sheffield I used to work for PCServiceCall, the company that used to own freeserve (I always refused to do their support though as all we got was abuse) and the OP is right most of them are minimum wage monkey who don't know anything.
 
Using anytimeand its cr*p the only connecting at 22.8kbps i have learned to deal with put that down to where i live, but the disconnections just take the p*ss
 
Originally posted by: moonshinemadness
Using anytimeand its cr*p the only connecting at 22.8kbps i have learned to deal with put that down to where i live, but the disconnections just take the p*ss
Click to expand...

Erm if you're only getting 22.8k then you will have a very poor line and that will definitely cause you to have connection problems, get BT to increase the gain (voltage) on your line. Also ask them if you have a DACS installed, if you do ask them to remove it.
 
they have increased the gain serveral times. I had managed to set it up so i had no problems but when wannadoo took over freeserve all my original problems came back.....whats DACS?
 
DACS is a way BT have of sharing a line between two houses commonly used in villages or where an exchange is overloaded, it's a cack handed way of doing it and if you are unfortunate enough to have one then you will always get sh!t connections

You need to get BT to do a line test then they must send an engineer out they cannot do it over the phone so do not let them fob you off. BTW until they tell you the gain is at it's maximum they can keep going so I would ask them to do it again. Do you hear crackling/noise on the line during voice calls?

Edit: I'm going out on the lash now so won't be able to answer any more questions until tomorrow, just leave them here if you've got any... erm it will be late tomorrow heh
 
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