I’ve been putting off calling my internet provider helpdesk for about a year now. It turns out I would rather deal with intermittent loss of internet, even when it stays off all night occasionally – than talk to helpdesk.
We all know why. It’s the same at every telco and ISP isn’t it? You wait patiently, explain your problem…and then start to cry because the operator a)speaks poor English, or b) is reading prompts from a screen, with no IT training whatsoever.
Did you turn your computer on?
Case in point. I finally called my ISP’s offshore helpdesk, and this is how the conversation went:
Me: My internet keeps dropping out, I’ve done the isolation tests and even swapped over an alternate modem.
Phone Monkey: I can see it’s working though, why are you calling?
Me: Because there’s a strong chance it won’t work in half an hour.
Phone Monkey: Let’s check the settings. To log into your router, you -
Me: Done. I’m in advanced settings, which do you want to check?
Phone Monkey: *click* *click* *click* Let me put you on hold.
Phone Monkey: Are you there? Perhaps you keep moving out of wireless range, you should plug in next time.
And so on….
30 minutes later, the Phone Monkey had finally decided my settings were in fact correct (duh) and I should restart my modem. Wow. Never thought of that. After escalating to a slightly senior Phone Monkey, who also wanted to explain to me that my internet was in fact working and I had no reason to call them, a job was logged with the engineers. They will get back to me at some point, and ask me some more dumb questions.
And this is why I put up with my glitchy net for so long – because it’s easier to wait for the NBN to roll out, or move house. Anything but call help desk.
Is there anything else I can help you with today? Perhaps you’d like to leave some feedback.
Linking up with Grace for a Friday Flog
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OHH!!! Yes.. know that very well… I have been on hold for the last 4 days for atleast 45-1hr to various call centres trying to sort things out.. and you go through the same story.. get put on hold again for another 30 mins to another department etc etc etc..
oooh it bugs me…
visiting from FYBF :)
Yvette @ Little Bento Blog recently posted..Bento Lunch 14/01/13
I had an entire month of wonky internet once. Finally they realized the modem (provided by them) was worn out. I made them reduce my bill for the month too.
My Half Assed Life recently posted..The Phone Number That Gets Around
So been here. Most of the time I let them walk through their dumb questions, and when they ask me to go and unplug or replace the modem, I put them on hold and use the opportunity to put the kettle on, make a cup of tea, and come back.
I feel your frustration – spent 42 minutes on hold last week waiting to speak to a human.
Jacana recently posted..Finances on Friday – Glasses
my pressure really rises when I talk to monkeys like that so I usually leave the job to hubby ;p
Ai Sakura recently posted..Japan 2013 | New Year Fukubukuro Lucky Bags
I’m in the process of changing ISPs, but not because of poor service. I was basically made an offer I couldn’t refuse (because the price was so good), but now I’m a bit scared. That old saying “if it ain’t broke, don’t fix it” keeps running through my head. Fingers crossed I haven’t made the wrong decision!
Mum of Adult Kids recently posted..It’s far too hot for that!
Unfortunately the only way you can get what you want is to be persistent and occasionally angry. I don’t have shares in the company but one ISP (that’s not the big two, but the next one) has been really easy to deal with.
kevin recently posted..Caught my eye Friday – Desperate housewives and doting Dads
We’ve been having problems with our internet too, but the fact that I pay a cheap monthly rate for unlimited usage increases my tolerance for this somewhat. That and the fact that I have a USB modem with prepaid credit from a different telco for redundancy (I cannot be without internet as the ‘virtual’ part of my virtual assistant business dictates 100% uptime) also reduces my stress. I find it is hit and miss with the telephone operators, sometimes getting help is like pulling teeth and other times you can strike the jackpot and get the help you need without the dental work.
Hope you get your intermittent outages sorted soon.
Shelly recently posted..Sweet Promise
Phone Monkeys are everywhere. I ‘ve actually had positive experiences with the overseas call centres but was ready to stab the local, English speaking operator.
Go figure.
Grace recently posted..FYBF – The Baby G Edition
Oh I hear you. My mobile phone basically doesn’t work but my plan is up in June so I’m thinking I’ll just wait it out rather then ring my provider. Pathetic really.
SarahMac recently posted..30 Odd Foot Of Les Mis. Or should I say LES MIS!
I feel your pain. I really do – I wrote a post earlier this week about a similar conversation with Phone Monkey while trying to get my credit card activated. IT problems are even worse. I especially like when they ask me to reboot the computer, as if that had never occurred to me. Ugh.
Azara recently posted..Make it fast and make it expensive