This story is so relatable it hurts. The amount of my time ISP executives have wasted by their malicious decision to absolutely gut “technical” support… It should be illegal to run a “support” department where most agents don’t understand the bare minimum of basics about how the internet works.
I’ve had issues like this with all 3 of my past 3 ISPs, which included Comcast, Astound (WaveG), and CenturyLink. The last two are even gigabit fiber…
Astound had an issue where their upstream device wouldn’t let me get an IPv6 address (despite allegedly supporting it) and some packet sniffing revealed a specific issue that of course no support could help with. So any customer in this building will continue having that problem. Anyways, I ultimately canceled service after they had a 36 hour outage in the summer with no storms. And this was in downtown Seattle — the two closest buildings are a god damned datacenter and Amazon offices.
CenturyLink was slightly better… but I noticed after signing up for the service that the fiber line going to their ONT had a bad kink in it which obviously breaks fiber. It took me like 5 chats and a couple phone calls to get them to send a technician, and even then, the technician said I was lucky they sent the only person who had and knew how to use the fiber splicer thing… That shouldn’t be fucking lucky! Every single person I talked to knew I needed my fiber line to be spliced because I told them exactly what the problem and fix was. Absolutely absurd.
Executives should be punished for making customer service categorically awful, and yet they simply get promotions and bonuses for making it cheaper. I hope every exec who decided to make customer support useless could have these stories shoved down their throats for the rest of their lives.
> It should be illegal to run a “support” department where most agents don’t understand the bare minimum of basics about how the internet works.
Recently when Optimum in NYC broke their IPv6, only 1 out of the 5 tech support people I talked to knew what IPv6 is. None of them fixed the problem. The problem resolved after a couple of days, so I assume someone finally noticed their infrastructure was broken. Incredibly frustrating to deal with an impenetrable wall of incompetence.
I’ve had issues like this with all 3 of my past 3 ISPs, which included Comcast, Astound (WaveG), and CenturyLink. The last two are even gigabit fiber…
Astound had an issue where their upstream device wouldn’t let me get an IPv6 address (despite allegedly supporting it) and some packet sniffing revealed a specific issue that of course no support could help with. So any customer in this building will continue having that problem. Anyways, I ultimately canceled service after they had a 36 hour outage in the summer with no storms. And this was in downtown Seattle — the two closest buildings are a god damned datacenter and Amazon offices.
CenturyLink was slightly better… but I noticed after signing up for the service that the fiber line going to their ONT had a bad kink in it which obviously breaks fiber. It took me like 5 chats and a couple phone calls to get them to send a technician, and even then, the technician said I was lucky they sent the only person who had and knew how to use the fiber splicer thing… That shouldn’t be fucking lucky! Every single person I talked to knew I needed my fiber line to be spliced because I told them exactly what the problem and fix was. Absolutely absurd.
Executives should be punished for making customer service categorically awful, and yet they simply get promotions and bonuses for making it cheaper. I hope every exec who decided to make customer support useless could have these stories shoved down their throats for the rest of their lives.