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>> Quickest route to help: Just answer questions and do what they ask quickly... Either do it or lie. That's exactly what I do when I know it's not my stuff. J

>> Quickest route to help: Just answer questions and do what they ask quickly... Either do it or lie. That's exactly what I do when I know it's not my stuff. Just get me to someone who knows what's going on. "Is your computer connected directly to the modem?" Yes, sure, whatever. Of course it's actually not because I know my router isn't the problem. It's almost always their network. I'm almost always one of the first to report it so it's not declared an outage yet. I learned it's declared an outage when enough customers ask for a technician to come out. The last time I actually listened and believed that it was my equipment, they had me get a new cable modem. Wasted an afternoon going to swap out my modem at their office only to come home and find an outage had finally been declared. Edit: longer rant

generalk 16y ago
> "Is your computer connected directly to the modem?" > Yes, sure, whatever. Of course it's actually not > because I know my router isn't the problem. Be careful with this one. I know I said to lie, but lie only if you're certain, because you've tested yourself already. These places have central ticketing systems, and if the history of your calls indicates that you're telling us you've done things and you haven't, you'll have a hell of a time getting escalated unless you do everything asked of you. Fun fact: I had plenty of calls where the router was obviously not the problem. But I had plenty where the router may have been an issue, and if you refuse so many times to remove it, we were allowed to "disconnect the call due to unproductivity" -- hang up after a short statement. Just take the extra few minutes to plug a machine straight in and check.