said by rspsas :

just another rant...

said by La Luna :

»Rants, Raves, and Praise

said by LiberalKing :

i got charged 46 bucks the other day for a visit . i didnt get dial-tone of my OV phone. i called tech support, they made an appointment. once he came he started talking to a dispatcher and it turns out my modem was having software problems.

i got charged 46 bucks . there is no such thing tech coming to your house for free.( even for a problem on their end.

said by rspsas :

not for nothing but - this post belongs here because it is specific to OOL, not a generic rant - my intention is to bring awareness to OOL customers and not anyone in general - that being said i believe OOL users should be aware of the tactics they use

said by La Luna :

Yeah, but, you didn't have to pay (which is good!), and charging for a visit that turns out to be something wrong on the customers end is nothing new. Apparently all they did was inform you of this.

I've had tech visits at my previous residence (no problems here so far), and they've always warned me ahead of time that I would be charged if it turned out to be something on my end....luckily, it never was and I was never charged.

You wasted a fine rant....if they had charged you without informing you that they might, THEN a good rant would be in order.

said by GeekNJ :

CV seems to be no different then Verizon or other ISPs. Until there's enough issues reported in an area, the assumption is it is local to the subscriber. Verizon replaced my ONT (equivalent of the cable modem + more) 3 times when I told/proved to them the issue was in the CO.

said by rspsas :

now that i read your reply - i'm thinking maybe their logic is that it is cheaper to dispatch one tech to isolate an issue than to have a network witch hunt - based on a customer's report. anyway it's just frustrating that they don't put any faith in conversations with knowledgeable customers

said by rspsas :

knowledgeable in who's opinion? yours? and they're supposed to take your word that you're knowledgeable?

i work in IT.. and i've spoken to MANY endusers who think they're knowledgeable.. and dont know jack.... i aint gonna take an enduser's assessment that they know anything until i see a physical piece of paper that says they know anything..

i had an enduser call op support the other day and told me 'the server must be down.. i cant get in... i've done all the troubleshooting, so it must be the server'

when i asked him how he knew the server was down... his response was 'when i log in.. it says my password is wrong.. and i know it's not.'

well.. after resetting his login password. he got in. told him to leave the troubleshooting to us.. and just call in with the error instead next time.

--
I walk a lonely road
The only one I that have ever known
Don't know were it goes
But its home and I walk alone

I walk this empty street
On the Blvd. of broken dreams
Were the city sleeps
And I'm the only one and I walk alone

said by comp :

Not true. If the issue is from the pole to your house they can not charge you. Anything in your house is fair game

said by GeekNJ :

Your quote above has me saying what rspsas said.

Often here, someone new pops in as an "expert" (ie I've been in networking for x years so I know my stuff...) yet makes completely incorrect or inaccurate assumptions about their issue.

On the other hand, there are plenty of folks that do know more then a level 1 rep and maybe a level 2 rep and it would be useful if the reps "listened" to what was being said and then acted accordingly.

In my couple of previous dealings with OOL support, often times on behalf of someone else, I explained things to the rep in such a way that it was never a problem getting my call escalated to the next level or having the rep do the due diligence to determine it wasn't a local issue and providing the appropriate info to the engineering dept.