 Doctor OldsI Need A Remedy For What's Ailing Me.Premium,VIP
join:2001-04-19
1970 442 W30
kudos:18 | reply to deadgal
Re: [Modem] Can't PPPOE authenticate after outage said by deadgal :
Personal rant here: should an end user actually have to know this much about speeds, providers, who's responsible for what and have to guide dog a Tier 3 person to this level? If this had been my parents they'd have thrown the modem against the wall and changed providers. Seriously lame that I had to continually interpret for them their own diagnostics and try to use your tips to get them down the correct path.
I agree with you 100% that a user should not have to know any of the details and they should be able to call in to simply report that the service does not work and the ISP should just fix it with zero run-around and without multiple Modems being shipped which is a time waster. Sadly that is not the reality as EL deserted us in that regard so we have to hold Support's hand and tell them what to fix most of the time as they don't know as they are not properly trained.
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