Posted 05 April 2005 - 04:29 AM
That's just the beginning, Rimmer. And by the way, I think ISP techs are RIDICULOUS.
Here's the deal - my story:
For nearly 2 years, all was well. Fast speeds, no disconnects, etc...
Then about a month ago, connection speeds were funky and kept changing, as I kept reconnecting for a higher connection speed. Browsing and such slowed as well, especially clicking on links of any kind. So, with my own blonde little head, I used some brain cells and first "Restore My Account", a feature provided through my ISP settings. No changes. I then changed my access number. No changes. I called my ISP, which happens to be my phone company as well.
1st call - They had me reset my modem, restore defaults in IE. Numbers increased but links were still slow and I lost my Google Toolbar.
2nd call - They had me reset my modem, change TCP settings or refresh them, forgot now. Then they had me remove Winsock and Winsock2 folders, reboot, and reconnect. No change. Then we changed the access number. I was told to update modem drivers.
3rd call - I tried to get the phone company (remember, they are my ISP too) to come out and check inside and outside wiring and cords but they refused to do a work order because I had no problems with my phone service. The tech had me do all of the above from the first 2 calls almost to a T. When he tried to get me to reset my modem, I explained this was already attempted. Then he suggested I update modem drivers which I explained was also attempted. Then I bought a brand new modem the night before. He asked me why. Frustrated, I told him I figured they kept having me mess with my modem, resetting and updating, every single time I called. When nothing worked, I bought a brand new one. He said "I don't understand why you would do that." Anyway, he lectured me for about 15 minutes on modems and connection speeds and how none of that truly mattered. I didn't hear a word he said and didn't really care. It was mumbo-jumbo.
4th call - Quite frustrated now, I explained I was fed up and wanted advice on fixing the problems other than resetting my modem as this was her first course of action. She leafed through my other phone calls to the techs and transferred me to service/repair. This genius said it wasn't his problem my internet was acting up and transferred me back to techs without a "goodbye" or "have a nice day".
5th call - I am beyond livid at this point. I run down my list of events and attempts and frustrations. I'm trying to figure out how everything can be perfect for nearly 2 years, then bam! Nothing's good anymore. I asked her what the heck did the IE settings have anything to do with my modem or connection speeds. She replies with "nothing, they are not connected in any way. There was no reason for you to change your IE settings". Umm, a tech had me do it, I tell her. I get nowhere time and time again. She transfers me and I get another tech. He tells me to reset my modem, update modem drivers (yeah, who would guess huh?), and once I tell him all that has been done and he should check my history on my records, he says "well there is nothing else that we can do for you." I told him that I am a paying customer and have been dealing with one inexperienced tech after another for a week now and I think it's time to dump my ISP and my phone company, as they are one and the same. I rant for awhile. Then he says "also, may I ask how far is your computer from the outlet?" And I reply with "about 15 ft, why?" He says, "there is your problem then. It should never be further than 6ft. You must understand that so much data and information must transmit through all of your cords and wiring. Sounds like the problem is solved. Otherwise, we can no longer help you." To which I reply, "wait a minute. I have made no changes in my computer. No changes to the system, wiring, cords, or position. Something else is wrong and you want to dump me off like I'm nothing? I'm not going to move my computer or buy a new phone cord or anything else. This is ridiculous." All he can think to tell me is "I'm sorry, that's all the information I have. Please contact your phone company."
This goes back and forth. The phone company wants my ISP to take the heat for my troubles and my ISP wants to blame the phone company. I have told them both that THEY ARE both. It doesn't sink in, I guess. I think the main problem is that they outsource to India and NO OFFENSE TO ANYONE but they are sometimes rude, often inexperienced, not up to par on communications and relations, and the accent can be hard to comprehend. I know people from all over the world, literally, and the toughest to understand, for me, is people from India. Oh and a message to all of the outsourced techs I've had so far: Please stop telling me your name is Shawn or Adam or Nikki or Mike or Joseph. I'm not an ignorant, uneducated American. I can handle whatever your real name is. Otherwise, don't give me one. Incidentally, it's not an "Icon Screen", it's a "Desktop". It's not a 'hardware manufacturer', it's a 'computer manufacturer'. It's not a 'photo-picture', it's a screenshot.
I apologize for my rant. I'm fed up. Tomorrow, I think it's time to dump AT&T for all of my services.