| Unfortunately, having worked in Fios tech support, there are many users who think that the ISP is responsible for all those issues. I've had many customers claim that their previous ISP supported all of their other hardware and threaten to go back to them if we cannot fix their issue. My personal experience is that for every 100 can't connect calls I took, more than 95 were for PC related issues. Whilst Fios does go down (very rarely) , usually the PC is the problem. The most common fixes were reset IP Stack, reset Winsock, reinstall drivers (I hated doing that with Dells) and, recently, update Windows. Things which tech support will now be able to do will be to run spyware and virus scans for customers, update drivers and, perhaps most important, update Windows.
I have lost count of the number of people I have spoken to who had never been to Windows Update. Reasons given for this include:
1) I was on dialup and updates took too long,
2) You mean Windows needs to be updated? Why didn't anyone tell me?, and
3) My cousins, friends, ex school buddy who is a geek told me that updating Windows causes problems!
I think this is an excellent step by Verizon and after they iron out the bugs in the DSL area I'm sure Fios will also have this option (for those who need it, if you do not need it you do not have to buy it!) |
