I really like the functional service level of my DSL. When it’s not working right though, it’s irritating as can be. I’ve had intermittant problems with them since I moved into this house last June. It may not make any technical sense, but apparently every time the weather changes, my internet stops working right at home. For this season, it seems like during the day the uplink is almost non-functional and download works great. Then as the weather cools down at night I completely lose service until I reboot a few times.
I’ve called Verizon technical support enough times I know all the basic troubleshooting steps, and I do them before calling. I’ve been instructed now by a “Tier 3″ technical support person to just ignore whatever “Tier 1″ wants and just ask straightaway for Tier 3. If they want to do the basic troubleshooting stuff, I just get fed up until they transfer me. I hate to be that way, but it’s the game you have to play since Verizon is too ignorant to open an American, English-as-a-first-language call center. They have one for business users, but consumer accounts have to speak to “Paul” or “Anna” in the Phillipines, Mexico, or Brazil.
To make matters worse, I called from work on Friday because I have terrible cell signal at my house (it’s Verizon Wireless, go figure) and blessed out a Tier 1 agent until I got retention, who got me a Tier 3 person, who scheduled a new modem and ran a 24 hour line test. The next day, Saturday, I got a phone call that I missed. My voicemail said it was Verizon tech support and I should call them back if I’m still having the same problem. I called, they had closed my ticket because I didn’t immediately answer their call. I cried BS on that and the tech opened a new ticket referencing the old one. I asked for him to send me to Tier 3, and instead he kept me on hold for about 15 minutes (taking their required two-minute check-in to tell me to continue to hold) while he spoke with a “Network Specialist” and finally figured out I wasn’t just pulling his leg about having a signal problem.
Tier 1/2 techs run a line test, and apparently it’s not nearly as detailed or comprehensive as the next level’s line test, because he said I had a “good connection” and should be fine, but I was still having the issue. I said “Look, I didn’t just call you for $#!ts and giggles, I’m not bull$#!tting you here. Your test seems inaccurate, because it’s definitely having uplink problems.” Finally he came back from hold to say they were having technical difficulties with the line test with the Network Specialist, and then they did discover a problem. I got tired of waiting and just asked if there was anything else they’d need for me today, and they finally acquiesced they didn’t really need me to wait on hold while they resubmitted my request to the central office.
Today I got a phone call that I answered right away. I’m so nervous about answering unknown numbers from outside my area code. It was Verizon, sounded like probably a Tier 3, he was at least a non-accented english speaker. We confirmed an 8am – 12 noon time on Friday when I’m off work for a tech to come out. My modem should be in Monday or Tuesday and maybe that will resolve the issue.
However, I’ve inspected my modem’s status page, and what I see is that my attenuation is fine, SNR (signal-to-noise ratio) for download is fine, but SNR for upload is 5 (not sure what the unit is, maybe dB?) – which I looked up and that is supposed to cause sync issues and connectivity problems, which is exactly what I’m seeing. I’m going to try moving the DSL modem to another room and a shorter phone cable to see if that fixes anything.
Anyone else pissed off by the random outages, signal issues, service issues, and the really ridiculous foreign call centers? You shouldn’t have to learn another language or play some sort of game to get real technical support and timely customer service. Also, remember when you’re a business and you upset one customer, that customer goes and tells at least 5 other friends. Well what happens when that customer is a blogger? Hundreds of people find out just how much you suck. Fight back, friends.