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My internet went out and the two support calls were night and day
My connection dropped last Tuesday, so I called my provider. The first agent, after 20 minutes on hold, just told me to restart my modem for the third time. I said I already did that, and he sighed and said, 'Well, the system shows it's fine on our end.' I gave up and called back later, hoping for a different person. The second agent, named Chloe, actually listened. She asked for my router model, had me check a specific IP address in my browser, and found a weird signal issue on my line. She scheduled a tech for the next morning, who fixed a frayed cable at the pole. The difference was one person reading a script and the other actually thinking. Has anyone else had a fix that was totally dependent on which rep you got?
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the_quinn6mo ago
My old ISP in Austin had a tiered support system that basically punished you for calling. The first line reps had zero tools and a script, but if you got transferred to "Tier 2," they had real diagnostic access. The trick was you had to say "line noise" or "packet loss" to even get past the first gatekeeper. It wasn't about the rep's skill, it was about a company policy designed to block access to actual help.
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quinn9585mo ago
Totally. My cable company did the same thing. They'd make you reboot your modem three times while reading from a script. I finally learned to just say "intermittent connection drops" right at the start. That was the magic phrase that got you a real tech who could see the signal levels were actually garbage. It's such a dumb game to play with customers.
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lisa_hill236mo ago
Ugh, I learned to just say "packet loss" right away to skip the script.
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