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Lone Rogue posted:So you decided to stay on a phone for hours when you could have pressed 2, then when you got on the line you acted superior to the tech support because he clearly wasn't as smart as you? Seriously, I don't believe you're going to get much sympathy from anyone. You should have done what he asked and if nothing got solved, then maybe you'd have a reason to complain. I have a feeling during your argument you spouted, "Dude, seriously, I used to be a tech. You're doing it wrong. I don't have to do that poo poo." I have pressed '2' for a callback literally eight times and never gotten one back, which is why I had to wait on the phone for hours. Not once in a month of trying to get in touch with them have I ever gotten a call back. You can search my post history to find me complaining about it a few weeks ago, if you like. And while it might make you feel better to think so, I wouldn't be that much of a dick to a tech, regardless of how dickish they're being to me.
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Aug 6, 2011 20:07
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Twiin posted:Edit: Whatever. You guys can pretend like this is perfectly acceptable behaviour for a tech, but if someone came in here saying "loving rogers tech wouldn't help me and hung up when I asked him to look up my account info -- get this -- because i use a router!" it would be nothing but "yeah loving rogers are the worst!!" and "switch to teksavvy!!" posts for the rest of the day. No you loving twonk it would be. "Hey maroon you should bypass your router like every other isp tech support on the planet would tell you because then they won't hang up on you and actually proceed either passing you up to a higher level tech or solve the problem." It's like talking to a brick wall with a superiority complex with you.
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Aug 6, 2011 20:10
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Nitr0 posted:No you loving twonk it would be. "Hey maroon you should bypass your router like every other isp tech support on the planet would tell you because then they won't hang up on you and actually proceed either passing you up to a higher level tech or solve the problem." The problem I had was this: I think my account is provisioned incorrectly, due to the speeds I'm getting. Can you look it up for me please? He then refused to take my account info, ran me through speedtest, asked me about my network setup, and told me there wasn't anything he could do for me. If you think that's the correct response to my problem, then we live on different planets.
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Aug 6, 2011 20:13
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There's a lot of angry tech support dweebs in this thread. Embrace the rage, script monkeys. Twiin- I am in agreement with you. I would have escalated to his supervisor myself.
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Aug 6, 2011 20:18
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Backov posted:There's a lot of angry tech support dweebs in this thread. Embrace the rage, script monkeys. 
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Aug 6, 2011 21:28
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I'm so very glad to be back at my apartment using my TekSavvy internet.   It's ~6 times faster than the Bell internet I've been on all week. Also, I just realised that I'm getting a speed that is faster than advertised... their site still says up to 15 Mbps... has the recent change with Rogers' plans finally taken effect, or is Speedboost in effect or something? thexerox123 fucked around with this message at 21:47 on Aug 6, 2011 |
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Aug 6, 2011 21:42
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Backov posted:There's a lot of angry tech support dweebs in this thread. Embrace the rage, script monkeys. Actually, that might be an interesting poll, who has actually worked in ISP tech support in this thread? 'Cause as a former ISP tech support guy I'm with Twiin on this one. Our process was to advise the customer that while we could to do SOME troubleshooting, we couldn't do COMPLETE troubleshooting. Does that mean we wouldn't dispatch a tech if they had a 3rd party router when it's clearly the provisioning? NO, the router has nothing to do with it. BUT we wouldn't know if we didn't do basic troubleshooting! In fact, when I was working front line I'd have a provision test (amongst others) done within the first minute or two of the call, before the guy is even done telling me his problem. Customers are more willing to do troubleshooting for you when you say you've checked the ISP end and everything checks out. It doesn't matter if you've been on the phone for 5 minutes or 5 hours, you'd be pissed if a call center agent brushed you off and refused to do BASIC troubleshooting himself.
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Aug 6, 2011 21:46
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Nitr0 fucked around with this message at 04:10 on Jun 15, 2020 |
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Aug 6, 2011 21:54
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This thread reminds me of the time I did tech support for wireless. We'd always tell people not to call from the device that we need to troubleshoot. Was always fun resetting their connection and hearing the call drop. Almost the same thing with ISP tech support. If you're an unwilling to jump through hoops have fun with broken Internets 
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Aug 6, 2011 22:30
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Stanley Pain posted:This thread reminds me of the time I did tech support for wireless. We'd always tell people not to call from the device that we need to troubleshoot. Was always fun resetting their connection and hearing the call drop. Haha, oh god I hated that doing support for AT&T. Especially when the customer is on the road or calling in the middle of doing something. Why yes, I'd love to wait on hold for 20 minutes while you finish your drive home. Having said that, keep in mind that Twiin is jumping through hoops. He's indicated he's getting a laptop to troubleshoot with. He's just upset that the tech support agent wasn't willing to check anything else, and rightly so. Let's say Twiin gets his laptop/60ft ethernet cable and calls again. This time tech agent does complete troubleshooting and discovers it's a line issue (or provistioning issue etc.). Now he needs to escalate or dispatch. This chain of events essentially caused wasted time and negative perception for the customer and increased call volume for the call center (which in turn causes increased hold times), all because the original agent couldn't be bothered to do a couple 10 second tests.
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Aug 6, 2011 23:59
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Martytoof posted:New Cogeco plan coming into effect in my area: Be ready for a surprise - there are no overage caps on the high end packages anymore. I couldn't believe it myself but it seems to be true. So if you're on either of the two high end packages and you go over they start billing at $1.50/GB. Their timing couldn't be worse either, TPIA tariff adjustments are being sorted out right now and a few resellers have commented that Cogeco-land resale will be ready in a month or two. The new prices go into effect in October. Anyway I can't wait to be rid of Cogeco again, they are a scummy little company. They bought some cable company in Portugal against investment advice and surprise it hasnt gone anywhere. Their quarterly financials were very weak so they're trying to pass the losses off to consumers. They should be going the other way with package pricing and traffic parity. I'm paying $115 a month for internet/phone and that isn't enough for them to make a profit on? Good riddance.
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Aug 7, 2011 00:02
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Twiin why are you fighting this fight? If it's this much trouble look for an alternative! You live in probably the best place in the country for options (Bell/Rogers would love us to think otherwise lol). This was a good thread until everyone started jumping down your throat.
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Aug 7, 2011 00:03
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Zigmidge posted:You live in probably the best place in the country for options (Bell/Rogers would love us to think otherwise lol). I wouldn't go that far. Western Canada's options are far superior to anything in Bell/Rogers territory.
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Aug 7, 2011 00:09
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I'd say if you had access to SaskTel you're set!
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Aug 7, 2011 00:15
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The Gunslinger posted:Be ready for a surprise - there are no overage caps on the high end packages anymore. I couldn't believe it myself but it seems to be true. So if you're on either of the two high end packages and you go over they start billing at $1.50/GB. Their timing couldn't be worse either, TPIA tariff adjustments are being sorted out right now and a few resellers have commented that Cogeco-land resale will be ready in a month or two. The new prices go into effect in October. Thanks for the heads up. I think we'll be staying with the 80GB/mo + 50 overage max for now then. We don't usually go over all that much. I'd say we probably hit 130-150gb on a heavy month, but if I can get all that included in a $50 max overage then I guess that's the way it's going to have to be. Hopefully whoever resells Cogeco hits us soon so we have some leverage. Our HDTV/cable box/etc contract is coming up and whatever breaks we got on equipment are going to hit in a few months so that should be a nice chip to bring to retentions. I'm willing to stay with them if I can get a little push/pull on my TV service. Depending on whether or not the resellers have a deal I can't afford to pass up, I guess.
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Aug 7, 2011 00:48
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Zigmidge posted:I'd say if you had access to SaskTel you're set! But then you'd have to live in Saskatchewan. Ughhhhhhh.
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Aug 7, 2011 00:49
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Is it normal to get dramatically slower speeds on speedtest.net when torrenting, or is that a sign that I'm being throttled?
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Aug 8, 2011 14:57
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thexerox123 posted:Is it normal to get dramatically slower speeds on speedtest.net when torrenting, or is that a sign that I'm being throttled? Are you running the torrent at the same time you're testing? Because the torrent is sucking up all your bandwidth.
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Aug 8, 2011 15:08
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It's a bit like clocking your car's top speed when you've got the engine pulling double duty as an industrial lathe.
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Aug 8, 2011 16:59
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thexerox123 posted:Is it normal to get dramatically slower speeds on speedtest.net when torrenting, or is that a sign that I'm being throttled? Speedtest.net sends you a file, then receives a file from you and measures how fast the file got there. If you are using your internet for anything else during that period the measurement will be off because the tool can't see the traffic your torrent client is managing. On the other hand if your torrent's combined up and down speed is, say 5Kbps, nothing else is using the connection, and speedtest.net only comes up at 1Mbps when you normally have a 15Mbps connection, something may be up. In that case try enabling protocol encryption and see if it makes a difference. On SHAW I see large speed increases for torrents when forcing protocol encryption. ZShakespeare fucked around with this message at 17:09 on Aug 8, 2011 |
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Aug 8, 2011 17:05
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Vergeh posted:It's a bit like clocking your car's top speed when you've got the engine pulling double duty as an industrial lathe. Announcer 1 - "And here they come out of turn 5, and just look at Team Home Depot go! They're pulling into the lead, some fine driving there by driver Scooter Johnson!" Announcer 2 - "I couldn't agree more. And just look at the quality of that victorian writing-desk leg that co-pilot Tim Abrahms is turning on their engine-lathe. They'll certainly be earning style points at the finish line with quality craftsmanship like that."
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Aug 8, 2011 17:26
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I have reservations about whether a speed test would work at all in this case (especially if it isn't using multiple connections for the down and upstream tests), but I usually found folks were quick to hit connection count limits that affect their browsing and Internet access pretty badly when torrenting. This could be bottlenecked at the ISP for you (maybe a router thing too), or your router simply doesn't cope (kinda less likely. 2048 or 4096 was a common limit but Rogers has capped me earlier than 4096 before). You have to be pretty conservative with the connection settings in your client. Almost a Less is More kind of deal? It sounds more like either the torrent really was taking up a lot of the line capacity or indeed there was some funky throttling. Or throttling unrelated to the torrent like peak hour limits or something. I like the lathe analogy.
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Aug 9, 2011 04:16
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Thanks for all of the replies! Yeah, I figured it was just slowing down due to the torrent, but I was surprised at how much it was slowing down, so I figured I'd ask. I do get pretty consistently fast torrent speeds, though, so the more I think about it, I doubt I am being throttled at all. I think I probably do want to get a faster router at some point... I bought a D-Link DIR-615 kind of on the fly, because we hadn't realized that we were only getting a modem from TekSavvy, and not a combo device... but we just got a third roommate, and we use XBox Live/Netflix pretty regularly (and have already been having connection issues with them with just 2 people), so I'm thinking it might be better for the three of us to split the cost of a better router. What do I want to be looking for in a router to make sure it can handle the load that three college students would put on it? thexerox123 fucked around with this message at 13:12 on Aug 9, 2011 |
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Aug 9, 2011 13:01
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thexerox123 posted:What do I want to be looking for in a router to make sure it can handle the load that three college students would put on it? RAM. My Netgear WNR3500 has 64MB. I suggest getting one with equal or more. Consumer routers crap out due to active connections/NAT tables eating RAM before they max out their processors.
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Aug 9, 2011 13:45
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Also gigabit switch/LAN ports if a lot of file sharing goes on between computers! Or you can save some cash and get a separate gigabit switch for quite cheap and connect one of its ports to the router too. I find gigabit switch-equipped routers to be a bit more expensive but they may still be pretty good all around. If you've got a lot of wireless going on then ignore the above. I personally built my own pfSense firewall box and have a 16-port gig switch and a couple of wireless APs attached. :p
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Aug 9, 2011 18:12
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I have a question about switching to Teksavvy and I am hoping someone will have an answer. I used to live in Montreal and I had Videotron cable internet. I have a modem which I used while in Montreal and it is a Motorola Surfboard. I don't have the exact model number on me but I have checked in the past and the modem is listed on the list of supported modems from the Teksavvy site. However, I do not know if I own the modem or if it was rented and I didn't return it before leaving; I honestly do not know if I own it but they have never contacted me about returning it and I haven't been billed or notified that they want it back. Anyway my question is; If I were to sign up for Teksavvy cable internet, would I be able to use the Motorola Surfboard modem which I have? Is it "locked" to videotrons network? Can I reset it or something? Ideally I want to get Teksavvy internet without having to buy a modem if I can use the one I have.
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Aug 10, 2011 15:56
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Naes posted:Anyway my question is; If I were to sign up for Teksavvy cable internet, would I be able to use the Motorola Surfboard modem which I have? Is it "locked" to videotrons network? Can I reset it or something? Ideally I want to get Teksavvy internet without having to buy a modem if I can use the one I have.
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Aug 10, 2011 16:05
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Currently I am not at home to check but I do believe I have that information. I dont spend a lot of time staring at my old cable modems but from what I can remember there is a sticker with lots of numbers on it. I will obviously check this evening when I get home. I have a box for the modem and everything though. There is a sticker on the box which for sure has the serial number on it and other information. Not sure about mac address. Is it possible modems are "locked" to a network? or is it just that the mac address of a modem has to be registered with a service provider for it to work? Does anyone know would Teksavvy charge to setup this modem on their network? or is that all part of the "installation" cost?
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Aug 10, 2011 16:20
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Naes posted:Currently I am not at home to check but I do believe I have that information. I dont spend a lot of time staring at my old cable modems but from what I can remember there is a sticker with lots of numbers on it. I will obviously check this evening when I get home. I have a box for the modem and everything though. There is a sticker on the box which for sure has the serial number on it and other information. Not sure about mac address. I know that at least one of the Telus dsl modem that I have had uses customized firmware and the user is locked out of the lower level configuration so it would probably be hard or impossible to use on another network. If your modem is just a regular motorola cable modem though it should be fine. There's a list of models that Teksavvy officially supports on their site. Teksavvy charges a setup fee and there's a discount if you buy your modem through them so using your own modem you would have to pay the full fee but that's still cheaper than paying the discounted fee + cost of a modem.
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Aug 10, 2011 16:43
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Alright perfect, thanks for the help. I am gonna call up Teksavvy tonight when I can physically hold the modem and give them any information they might ask. I will just ask them directly, they should be able to tell me what is or isnt possible. This modem issue is not a deal breaker for me, just would like to pay as little as possible obviously
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Aug 10, 2011 17:42
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I just signed up for Shaw's 100mbps/500gig package. Wow is Shaw ever busy right now. I tried calling them a few times last night only to be hit with an "all circuits are busy" message so I couldn't even get as far as to get on hold to talk to a sales agent. Then I tried again early this morning and got through but the sales department wasn't open yet. I tried again a little after 8:00am and got 'all circuits are busy' again a few times but finally got through after about 4 or 5 tries. Fortunately they had a call back option and they actually did call me back about 20 minutes later. They are mailing my modem to me tomorrow or Monday so I should have it mid-next week, yay!
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Aug 11, 2011 19:27
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Squibbles posted:I just signed up for Shaw's 100mbps/500gig package. And they wont come in the east  .God drat monopolies and land-splitting deals...
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Aug 11, 2011 20:29
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I might look into that setup, I loving love Shaw. Always will stand by them.
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Aug 11, 2011 20:56
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Vintersorg posted:I might look into that setup, I loving love Shaw. Always will stand by them. Since I already have my cable and phone through them it's not even that bad. $100 for cable + phone + 50mbps +$10 for 100mbps +$10 for the movie pack so I can get AMC for breaking bad +$10 for the sports pack so I can watch the canucks It's another $10 if you want a 750gig cap instead of 500. There's also an unlimited option but it's quite expensive. Also I think next year they are rolling out 250mbps 
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Aug 11, 2011 21:16
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Squibbles posted:I just signed up for Shaw's 100mbps/500gig package. Normally you wouldn't run into that much congestion. I think last night and this morning though they were having some serious problems with their infrastructure. Not only was my internet out for quite a while last night, even the TV signal was effected on the digital box.
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Aug 11, 2011 21:22
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Also keep in mind that the next two months are going to be super busy for ISP's. With the school/college year starting and people moving, techs are probably working over time for new installs and moves.
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Aug 11, 2011 22:21
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Bloody Hedgehog posted:Normally you wouldn't run into that much congestion. I think last night and this morning though they were having some serious problems with their infrastructure. Not only was my internet out for quite a while last night, even the TV signal was effected on the digital box. Yeah Shaw had an outage last night in BC. Don't know what it was but their support line was prefaced with the message 'unplug your modem, let it sit for 10 seconds and then plug it back in', so it had to have been pretty far-reaching.
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Aug 11, 2011 22:25
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Squibbles posted:Since I already have my cable and phone through them it's not even that bad. 250!?!? Wow... Canada is a good place to ship the high seas right now. 
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Aug 11, 2011 22:53
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Scaramouche posted:Yeah Shaw had an outage last night in BC. Don't know what it was but their support line was prefaced with the message 'unplug your modem, let it sit for 10 seconds and then plug it back in', so it had to have been pretty far-reaching. We did indeed have some interruptions last night (Mostly Maintenance afaik), and this morning / early afternoon (Not Maintenance) specifically in the GVRD. (Though not exclusively) Barring any isolated cases, they should be resolved. I think pretty much all of our queues that take BC calls got absolutely killed, however. Our volume is higher during the summer months for sure, but yesterday and today were.. uh.. a little more than seasonal volume. (Shaw Employee. *Not* an official rep, nor an official statement.)
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Aug 12, 2011 02:39
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Awesome: http://stopthecap.com/2011/08/03/cogeco-customers-pay-for-companys-european-mess-rate-hikes-sooth-portuguese-write-off/ So we have Cogeco and neither TekSavvy DSL nor cable is available to us. gently caress monopolies.
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Aug 14, 2011 02:03
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