My ISP is peeing me off

United States
January 24, 2008 10:33am CST
I am having issues with my ISP and my Internet connection is degraded to something just better than dial up. I spend a couple of hours last weekend doing all these tests that embarq said was the problem, before they declared it was a modem issue. The replacement modem arrived yesterday. Same problem. I then switched from my home pc to my work laptop to see if the problem was in my computer. Same result. I got on the phone with Tech Support and even after explaining the test I had performed with 2 PC's they insisted I must do a "safe boot" bandwidth test, which I agreed to do. Same result I then had to wait for an engineer to be free to work on it. He did a couple of tests and the embarq tech decided that they need to dispatch one of their techs. If the problem still occurs with their tech's laptop, then they will trace it back. Why am I peed off? It seems that embarq are only interested in trying to prove it is a problem with my computer(s) than trying to actually resolve the issue. Put it this way. I am a network engineer, I know networks and even though I didn't tell them this, I did ask that they do some basic testing, which they were reluctant to do. I asked them to check the speeds of the line and modem and the response was that it was provisioned(that means configured) for what I was paying for. I asked them what is the actual speeds the modem is recieving/sending?, they couldn't tell me. So, I have to wait until Monday now to be proved right. I guess I should be grateful, that at least the tech spoke very good English.
1 response
@lilybug (21148)
• United States
24 Jan 08
We had a problem with ours several months ago. We have satellite internet. We were not able to connect to the internet at all. They came out saying it was a bad router. NOPE! Then the guy says it is because of a tree in the way of the signal. He pointed out what tree. We cut down the tree. STILL no signal. Tree was not the problem. He cam back out and said it must be that other tree too and points. That tree got cut down and NOPE no internet still. We had him come out AGAIN. He had to rerun the cables that came into the house from the dish. We were without internet for almost a month because this guy is a moron and did not check all the possibilities before blaming not one but TWO trees.
1 person likes this
• United States
24 Jan 08
Sadly, customer service with a lot of companies is not about keeping you as a customer, but, more about getting new customers as the profit and retainability of new customers is greater than that of retention.
• United States
29 Jan 08
They came out yesterday and I decided I would stay home instead of leaving the wife to deal with them(I work in the field, so, I take no BS). The tech was very nice and was willing to work with me, but, he put his equipment on, which told him all was fine, he told me that according to his superiors, if that test worked, then it was a customer problem. As I said, he was happy to work with me and he then put his laptop on and instantly agreed with me. He was then instructed to go "outside" and test. After about 20 minutes he told me that they could see the problem and lo and behold it was fixed yesterday evening. Well done to the tech for working beyond what this tester told him and boo to embarq as a company, as they wouldn't believe me when I called them nearly 2 weeks back. I think I should be entitled to a refund on my monthly bill. Has anyone had any success with getting a refund?