Internet service technical support , how bad can it get

[Modelworks]

After having a few days of slow internet with charter, I ran some trace routes and saw a couple servers that are dropping packets.
sure enough I logged into my pfsense box and checked the graphs and it shows lots of packet loss.

I call charter.
give them my info.
The person on the other end is speaking some form of english I have never heard and can barely understand.

me: "My internet is slow and I see that there are lots of dropped packets on the charter servers"
her: "ok, I need you to reboot your pc"
me:"ok"
I did it just to humor them.
her:"ok go to the speedtest site"
me:"ok, it says 3mbit"
I have a 10mbit connection.
her:"ok , what version of windows are you using"
me:"its a linux pc, doesn't use windows"
her:"ok, is that xp or vista"
me:"its not using windows, its a different operating system"
her:"we don't support your version of windows, can you hold please"
her:"I spoke with my supervisor and you will have to contact microsoft to handle this problem"
me:"Its not a problem with my pc, your network is dropping information"
her:"I'm sorry sir, please hold for the microsoft support numbers"

At this point I'm about to throw the phone.

I called back and immediately asked for a supervisor.
I calmly explained everything again.
him:"ok sir, you need to reset the computer"
me:"I just did that"
him:"ok , I need you to go into internet explorer and clear your cache"
Me:" look, I just need a tech to come and fix this , the same thing happened two weeks ago and the tech said it would probably reoccur because they had problems with the local head end."
him:"ok, sir , I don't know anything about that, what brand and model modem do you have, I need to make sure it can handle the speed"
me:"I have had 10mbit service for months and the modem handles it fine."
him:"ok, but I need to check if we support that modem"
me:"get me someone higher up to speak with"
him"ok , hold"
6 minutes later I get someone who says they will send a tech tomorrow .

I think I need a drink

 

[James Bond]

God damnit. Reading this makes me angry just because I've had so many similar experiences.

This is the killer right here:
me:"its a linux pc, doesn't use windows"
her:"ok, is that xp or vista"
me:"its not using windows, its a different operating system"
her:"we don't support your version of windows, can you hold please"

After reading that, I think *I* need a drink.

 

[PottedMeat]

Heheh, where they ask 'vista or xp' just say xp. Then agree to whatever they're saying and say 'no it diddnt work'. Assume you're talking to a moron.

 

[sheemone00]

me:"its a linux pc, doesn't use windows"
her:"ok, is that xp or vista"
me:"its not using windows, its a different operating system"
her:"we don't support your version of windows, can you hold please"

LOL

 

[James Bond]

Originally posted by: sheemone00

me:"its a linux pc, doesn't use windows"
her:"ok, is that xp or vista"
me:"its not using windows, its a different operating system"
her:"we don't support your version of windows, can you hold please"

LOL

I would seriously be screaming into the phone at that point. Possibly smashing it into things and/or people.

 

[Robert Munch]

I'm sure there's a certain criteria that the ISP has to meet before sending out a tech, but the questions the CSR asked were dense. Typically giving those CSR's a hard time only make's it longer/frustrating for you play along with the program and win.

 

[PanzerIV]

I've played the "listen to the so-called tech read from a script" game many times myself. You just want to strangle them and/or hurl insults but I usually try to remain calm and polite while berating them in my mind.