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.
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