| Tips before you call tech support I work for a company that offers support for modems.....I won't say which one, but look where I posted! Here are a few tips BEFORE you call me!!!!
1. READ THE USERS GUIDE! It might not make complete sense at the time, but read it anyway.
2. WATCH THE INSTALL CD! It gives vital information on installing these modems like.... you HAVE to register the MAC ID on the modem with the cable company BEFORE your service works. That info is actually on the third screen of the install CD.
3. USE ETHERNET INSTEAD OF USB! Ethernet is a much more stable connection and you do not need drivers to run it like you do with the USB cable.
4. TO INITIALLY SET UP WIRELESS YOU HAVE TO BE HARDWIRED!!! That means you have to connect the ethernet cable to access the modem interface and set up the wireless. If you try it without the ethernet cable, you are going to get locked out. AFTER you set up the wireless, you can remove the ethernet cable.
5. WRITE DOWN YOUR WEP/WPA KEY! Enough said, doncha think???
6. HAVE THE MODEL NUMBER BEFORE YOU CALL! I spend more time on the phone waiting for people to figure out what product they have than helping them.
7. IF YOU HAVE MORE THAN ONE COMPUTER THAT CAN CONNECT AND ONE THAT DOES NOT, DO NOT CALL........your modem is working right, that one computer is not.
8. HAVE THE MAC ID OF YOU PS3, XBOX OR Wii READY BEFORE YOU CALL......we can connect it but I am not waiting 5 minutes until you find it. Also, if you need ports opened, find out the port numbers and other vital info...if you do not have that, call back when you do.
9. LISTEN TO INSTRUCTIONS CAREFULLY.....I do not tell you how to do something just because I like the sound of my own voice. There is a reason for it, trust me! I will do everything I can to get you connected, but you have to help as well!
10. DO NOT TELL ME WHAT "MY FRIEND" SAID...obviously "my friend" had no idea what he/she was doing or you would not be calling me. Argueing and saying "But my friend said...." is not helping your cause, you are still not getting connected. Maybe you should call "my friend" and ask him/her for assistance! |
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| reply to luvsmyjob
Re: Tips before you call tech support My hourly rates:
$35 per hour.
$45 per hour if you want to watch.
$55 per hour if you want to help.
$100 per hour if you tried to fix it, and failed.
$175 per hour if you called tech support, and didn't fix the issue while making things worse |
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| reply to luvsmyjob
I almost forgot........
11. IF YOU ARE TRYING TO CONNECT WIRELESSLY, (refer to tip #4) THE LAPTOP IS PORTABLE, MOVE IT TO THE MODEM!!!
12. PLEASE HAVE ALL EQUIPMENT WITHIN REACH! I spend more time waiting for people to run up and down the stairs because the modem is in one place and the desktop, laptop and or gaming console is in another........ |
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 Sweet WitchBe the flame, not the moth.Premium,MVM
join:2003-07-15
Gallifrey | said by luvsmyjob :
12. PLEASE HAVE ALL EQUIPMENT WITHIN REACH! I spend more time waiting for people to run up and down the stairs because the modem is in one place and the desktop, laptop and or gaming console is in another........
This one isn't always possible  When I was staying at my father's before the modem/router and my computer were two floors apart. That made for a lot of running because he insisted on keeping them there even though he refused to be the one to call about problems. In my new place, it's a lovely yard away from me 
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"While you can teach an old dog new tricks, you simply can't teach him to be a cat." |
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aryobaPremium,MVM
join:2002-08-22
kudos:1 | reply to luvsmyjob
said by luvsmyjob :
1. READ THE USERS GUIDE! It might not make complete sense at the time, but read it anyway.
Probably the User Guide should be easier to understand? 
said by luvsmyjob :
2. WATCH THE INSTALL CD! It gives vital information on installing these modems like.... you HAVE to register the MAC ID on the modem with the cable company BEFORE your service works. That info is actually on the third screen of the install CD.
What if there is no CD reader media around?
said by luvsmyjob :
5. WRITE DOWN YOUR WEP/WPA KEY! Enough said, doncha think???
This should not be any ISP issue since it is subscriber or customer responsibility to keep it known.
said by luvsmyjob :
7. IF YOU HAVE MORE THAN ONE COMPUTER THAT CAN CONNECT AND ONE THAT DOES NOT, DO NOT CALL........your modem is working right, that one computer is not.
Maybe true, unless there are multiple Internet connection and/or multiple modem
said by luvsmyjob :
10. DO NOT TELL ME WHAT "MY FRIEND" SAID...obviously "my friend" had no idea what he/she was doing or you would not be calling me. Arguing and saying "But my friend said...." is not helping your cause, you are still not getting connected. Maybe you should call "my friend" and ask him/her for assistance!
If this "friend" is a technical person (or even more technical than Tech Support), then it might still be a valid to include. |
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| reply to luvsmyjob
Probably the User Guide should be easier to understand?
it has been my experience that no one reads the thing BEFORE they try setting up their connection. After they read it and continue to install the equipment, then it will make sense.
What if there is no CD reader media around?
then, you cannot install the modem
This should not be any ISP issue since it is subscriber or customer responsibility to keep it known.
I agree, but I get more calls from people saying, "I forgot my WEP key, what is it?" or they have changed the password to access the modem interface and cannot remember it, then get mad when they have to reset the modem and set up their wireless network all over again..
Maybe true, unless there are multiple Internet connection and/or multiple modem
then that is a separate issue........."if you have more than 1 computer connected to a single modem...." is how I should have phrased that
If this "friend" is a technical person (or even more technical than Tech Support), then it might still be a valid to include.
it has been my experience that "my friend" knows even less about internet connection issues than the person having the issue....on the off chance that "my firend" is a technical person, then yes, you have a valid point |
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 fancydancerPerception is realityPremium
join:2002-08-28
Springfield, IL | reply to luvsmyjob
Another one: some people that call tech support immediately turn "dumb". You tell them to double click on My Computer and they say, "how do I do that"? Its like they freeze up. I tell them I can't think for you. 
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Thank you for keeping this a work-free environment! |
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| Asking a person what version of Windows they have on their computer is like asking them to perform brain surgery blindfolded......."UHHHHH, how do I find that out?" is the question I usually get. I mean, honestly, how does one NOT know that info? It immediately pops up on the screen when the computer starts up. Am I the only person on this planet that watches my computer start up?? |
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| reply to aryoba
said by aryoba:said by luvsmyjob :
1. READ THE USERS GUIDE! It might not make complete sense at the time, but read it anyway.
Probably the User Guide should be easier to understand? said by luvsmyjob :
2. WATCH THE INSTALL CD! It gives vital information on installing these modems like.... you HAVE to register the MAC ID on the modem with the cable company BEFORE your service works. That info is actually on the third screen of the install CD.
What if there is no CD reader media around? said by luvsmyjob :
5. WRITE DOWN YOUR WEP/WPA KEY! Enough said, doncha think???
This should not be any ISP issue since it is subscriber or customer responsibility to keep it known. said by luvsmyjob :
7. IF YOU HAVE MORE THAN ONE COMPUTER THAT CAN CONNECT AND ONE THAT DOES NOT, DO NOT CALL........your modem is working right, that one computer is not.
Maybe true, unless there are multiple Internet connection and/or multiple modem said by luvsmyjob :
10. DO NOT TELL ME WHAT "MY FRIEND" SAID...obviously "my friend" had no idea what he/she was doing or you would not be calling me. Arguing and saying "But my friend said...." is not helping your cause, you are still not getting connected. Maybe you should call "my friend" and ask him/her for assistance!
If this "friend" is a technical person (or even more technical than Tech Support), then it might still be a valid to include. Thank you for not only proving luvsmyjob's point, but giving a fine example of what he must deal with at his job on a daily basis.
I really have new respect for your work, I just couldn't deal with people like that ALL day long.
Luvsmyjob, It must be nice to know that you will always have job security with people like this around!!
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Live and learn........ |
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 ykronicPremium
join:2006-01-31
Canada | said by thewolfman:Luvsmyjob, It must be nice to know that you will always have job security with people like this around!! yes, and we're also always going to need people to empty port-a-potties doesn't mean people want to catch crap all day.
seriously though, did tech support for 3 years so I know how irritating it can be but I gave up on hoping people would have a clue before they called in very early on in the job. |
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| reply to luvsmyjob
that is why we have tech support.. |
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| reply to luvsmyjob
And I have no problem helping anyone that calls, but for heaven's sake, if you have no common sense, FAKE IT..........just say "okay, what next.........." |
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 Greg_ZPremium
join:2001-08-08
Springfield, IL | reply to luvsmyjob
Re: Tips before you call any Support Line Only thing that you need to remember when calling any Customer Service line.
1) If you are bored, find something else to do.
2) If you already know the answer, why pick up the phone and call?
3) Next time you call, put a gag on the kids, get your manners in line, and at least speak comprehensible sentences.
4) Remember, if you start cussing like a Sailor or Marine, you get to hear the nice sound of a click.
5) Always remember that you are wrong, and the CSR does not have all of the answers, and most likely the CSR/Company/Govt. Agency was correct to begin with.
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I threw out the map a long time ago. Now I follow my own direction! |
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| gag the kids, nice one.. |
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| reply to Greg_Z
you forgot..........put the stupid barking dog out!!!!! |
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 beldinScript Monkey number 50Premium
join:2006-06-06
Union, SC
 ·AT&T Southeast
| reply to Greg_Z
For God's sake, if you can't turn the TV/Stereo off, then at least turn the volume down. You wouldn't believe how many times I have to ask a customer to repeat something because I can't hear what they are saying over the blaring TV/Stereo.
What gets me is when someone calls and it's readily apparent that they are holding a screaming baby. Really shows where your priorities lie. Call back when you get your baby down for a nap. I'll be happy to help you.
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DSL Extreme 6.0
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| reply to luvsmyjob
Re: Tips before you call tech support said by luvsmyjob :
I work for a company that offers support for modems.....I won't say which one, but look where I posted! Here are a few tips BEFORE you call me!!!!
Now realize, if everyone did that and could figure it out, they wouldn't need you, and you'd be out of a job.
I know the feeling though, been there, done that. Worked for an ISP for 2 1/2 years, small local one, so it was locally owned and operated. I had to field calls off hours. Nothing like drunk people calling you at 3AM because they can't get their porn...... |
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 taoChaos ImpendsPremium
join:2000-12-03
Lansing, MI | reply to luvsmyjob
Personally, I find it strange that 'wireless' devices need a wire to be configured.
The WAN port will tell the modem what it is, the output to the user ought to be a DHCP server, so why is a wire needed? |
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Sweet WitchBe the flame, not the moth.Premium,MVM
join:2003-07-15
Gallifrey | said by tao:
Personally, I find it strange that 'wireless' devices need a wire to be configured.
Because you have to set up the security in a secure manner in order for the router to accept an incoming connection. It's annoying, but I'd rather it be that way.
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"While you can teach an old dog new tricks, you simply can't teach him to be a cat." |
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