[CLUE-Talk] OpenSouce Friendly ISP [WAS Re: [CLUE-Tech] Easiest DHCP]

[Grant Johnson]

Mine too, but they also said that there was a problem with the modem 
because it was not responding propperly.  After about a week, I finally 
got escalated to senior tech support, they new that there was a problem 
with the COM 21 off of a couple of nodes.  I was able to swap out the 
modem with a spare I had sitting around and get it going again, but it 
took a week where it could have been working, but wasn't becuse of a 
known issue (it was known that COM 21 modems were having problems before 
I called).

Basically, it is great when it works, but when it doesn't, you're up the 
creek.  The hold times are well over an hour, and the first line either 
doesn't have the training or the tools to take care of it.  They only 
take care of Windows configuration issues, and cannot seem to take care 
of actual service outages.

Randy Arabie wrote:

>On Mon, 28 Jan 2002, Grant Johnson wrote:
>
>>>
>>><Rant>
>>>
>>>I was down for 24 days.  And, they never got it right.  I can't tell you 
>>>what the problem was...just never worked.  I sat here with a packet sniffer 
>>>and told the Tier 2 guys I was not getting any response to my DHCP requests.
>>>
>>>One could "see" my cable modem, another couldn't, one day there was a known 
>>>problem in my area, another day it was something else.
>>>
>>>I spent over 30-hours on the phone, mostly on hold.  That isn't an exageration
>>>either, I kept detailed notes for each phone call.  On four occaisions I 
>>>called, waited in the queue for 2+ hours, talked to Tier 1, and got dropped 
>>>on transfer to Tier 2...the only option was call back and get into the 
>>>Tier 1 queue again.
>>>
>>></Rant>
>>>
>>COM 21 brand cable modem?
>>
>
>No, it was an RCA.  They did ask for the model number several times because I 
>understand that there was/were issues with certain brands and models.  However, 
>on more than one occasion they said there were no known issues with my model.
>

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