5 ms·

Back in the early 2000s, I could call up my internet provider (Bellsouth) and talk to an actual, technically trained person who could intelligently diagnose and

Back in the early 2000s, I could call up my internet provider (Bellsouth) and talk to an actual, technically trained person who could intelligently diagnose and fix problems with my service. Now, I get someone who parrots back my problem descriptions without understanding them, insists I perform useless steps that could never help, then shrugs and tells me a technician has to come to my house. That's if I can get through the phone system that forces me to use voice commands.

CamperBob2 7y ago
Never, ever sign up for residential Internet service. Always sign up for business service. You'll be amazed at how much better this type of situation plays out, for both you and the support rep.
- close04 7y ago
  What about the price?
  - CamperBob2 7y ago
    Completely insignificant for many people here who regularly complain about incompetent or patronizing first-line tech support. You have to decide what you value more -- reliable and responsive ISP service, or a few extra bucks a month.
    - close04 7y ago
      > Completely insignificant Agree to disagree. For most people it's probably the most important criterion, a make or break. It's why so few people go for the business services. SLAs cost. And without SLAs you get to learn that "0" is also "up to xxx Mbps" for example The problem is companies like Comcast, AT&T and the likes champion low quality services for high prices because consumers have 0 protections.
      - CamperBob2 7y ago
        Note that "business Internet" doesn't imply an SLA. I don't pay significantly more than a typical residential customer for Comcast business service at my house. If you're concerned with driving every last penny out of the cost of service, then you're going to have to deal with the lowest-level consumer support personnel. That's just how this works. Grandma and Grandpa are not going to get a direct line to the red phone at the NOC for $39.99/month, and neither will you.
        close04 7y ago
        > doesn't imply an SLA Without an SLA it's just a different label on the same package. If it offers the same (lack of) guarantees as any residential contract, and only costs marginally more then why would it be better? Why are they giving you substantially better service for just slightly more money if there's absolutely no contractual obligation? You're probably just in an area with better service. When the service is crap do you threaten them with the label on the plan or with the SLA in the contract?
        CamperBob2 7y ago
        Without an SLA it's just a different label on the same package. Sigh Without an SLA it's just a different label on the same package. The whole point is that the service isn't crap. You have a separate telephone number for business support, where even the first-line support people are helpful. And your static IP also comes from a different subnet in many/most cases, one that tends to stay off the radar of bottom-feeding copyright trolls.
        close04 7y ago
        > The whole point is that the service isn't crap And my whole point is trying to understand how a service that costs basically the same and has 0 extra contractual obligations for the provider is somehow better than the regular residential internet. I'll say coincidence and you'll say "no but I can't tell you why". If you don't have a smoking gun for why a service is good then it's happenstance and there are no guarantees that others will have the same experience. It's a good area, the infrastructure is better there, there are very few "business but no guarantees" subscribers so your dedicated line isn't busy all the time, etc. So it may very well be good but with no SLAs you're still at their mercy and they can do to you whatever they do to the "plebes internet". What happens if on the dedicated line (that you get without paying much) you get told "we'll look into it, kthxbye" and then nothing? I have great residential internet and actually only had to call my provider for my connection once in my life (thought they cut me off after not paying the bill for 3 months; turned out they didn't care and I just had to reboot the router). Would you take this anecdata as proof that all internet connections are good or as mere coincidence?

CamperBob2 7y ago

Never, ever sign up for residential Internet service. Always sign up for business service. You'll be amazed at how much better this type of situation plays out, for both you and the support rep.

close04 7y ago
What about the price?
- CamperBob2 7y ago
  Completely insignificant for many people here who regularly complain about incompetent or patronizing first-line tech support. You have to decide what you value more -- reliable and responsive ISP service, or a few extra bucks a month.
  - close04 7y ago
    > Completely insignificant Agree to disagree. For most people it's probably the most important criterion, a make or break. It's why so few people go for the business services. SLAs cost. And without SLAs you get to learn that "0" is also "up to xxx Mbps" for example The problem is companies like Comcast, AT&T and the likes champion low quality services for high prices because consumers have 0 protections.
    - CamperBob2 7y ago
      Note that "business Internet" doesn't imply an SLA. I don't pay significantly more than a typical residential customer for Comcast business service at my house. If you're concerned with driving every last penny out of the cost of service, then you're going to have to deal with the lowest-level consumer support personnel. That's just how this works. Grandma and Grandpa are not going to get a direct line to the red phone at the NOC for $39.99/month, and neither will you.
      - close04 7y ago
        > doesn't imply an SLA Without an SLA it's just a different label on the same package. If it offers the same (lack of) guarantees as any residential contract, and only costs marginally more then why would it be better? Why are they giving you substantially better service for just slightly more money if there's absolutely no contractual obligation? You're probably just in an area with better service. When the service is crap do you threaten them with the label on the plan or with the SLA in the contract?
        CamperBob2 7y ago
        Without an SLA it's just a different label on the same package. Sigh Without an SLA it's just a different label on the same package. The whole point is that the service isn't crap. You have a separate telephone number for business support, where even the first-line support people are helpful. And your static IP also comes from a different subnet in many/most cases, one that tends to stay off the radar of bottom-feeding copyright trolls.
        close04 7y ago
        > The whole point is that the service isn't crap And my whole point is trying to understand how a service that costs basically the same and has 0 extra contractual obligations for the provider is somehow better than the regular residential internet. I'll say coincidence and you'll say "no but I can't tell you why". If you don't have a smoking gun for why a service is good then it's happenstance and there are no guarantees that others will have the same experience. It's a good area, the infrastructure is better there, there are very few "business but no guarantees" subscribers so your dedicated line isn't busy all the time, etc. So it may very well be good but with no SLAs you're still at their mercy and they can do to you whatever they do to the "plebes internet". What happens if on the dedicated line (that you get without paying much) you get told "we'll look into it, kthxbye" and then nothing? I have great residential internet and actually only had to call my provider for my connection once in my life (thought they cut me off after not paying the bill for 3 months; turned out they didn't care and I just had to reboot the router). Would you take this anecdata as proof that all internet connections are good or as mere coincidence?