Monday, November 24, 2008

Customer Service...

Yesterday, I woke up to find my DSL line no longer working quite right. I was cut off from the net. Well, mostly, I did use the dial-up to get to the football score I was looking for.

Eventually, I decided to call up the big phone company and after about 15 minutes I was connected. The guy answering the phone was obviously first-level windows support and tried his best to help me. The first bit was to have me reset and power on and off my modem/router. I'd done this about ten times already, but I gave it another try. Didn't work. Then he tried to escalate my call. Being Sunday in Switzerland, this wasn't the easiest thing for him to do, and it ended up being impossible. So, he then started with my router configuration. I'd mentioned it'd been working fine for several months and that I'd not changed it. It was possible that it could be a hardware problem, but not the configuration.

Not having any other options other than my suggestion that there was a problem with the DSL line, he suggested I do a factory reset of the router. There was no way I was going to do this, after all, it'd been working fine for months. I suggested again that it was probably the line. He decided that he'd make a call to see if this was a possibility.

Yep. There was a problem with the line, and a number of folks in the neighborhood had already called it in. So there goes an hour of my life and I ended up with a cold pasta lunch yesterday. Magically, this evening the un-reconfigured DSL modem was once again functioning perfectly....

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