Internet Availability Errors Recently got the 25mbps service where I live, (Woot! - I thought I'd be 3mbps till h377 froze over!). However, when visiting the online availability check OR calling into a CSR, we're told that only basic, 6mbps, is available.
CSR's argued black was white when I've called, saying its not available when I'm concurrently d/l'ing at 24 and change, and I've also setup businesses on 15. They're adamant its 6 only. Their response is its a line issue.
When my own install came along, CSR said, "I must have a tech come out and do some work on the demarc". Tried to explain that there is no place where I live that is is more than 600m from the telus office, to no avail. The guy showed up, said, "Nah there is no where in town that would have a line issue", tossed me a Cellpipe (he knew me!) and said, "Have a Nice Day!". Only thing he touched on my house was the doorbell.
Are there any other avenues besides repeatedly beating one's head into the brick wall, after speaking to the CSR? And don't get me wrong, I appreciate the job they're doing, but we've got a communications breakdown somewhere is all.
That's normal. The system isn't regularly updated when new hardware is installed in COs or neighborhoods, so users won't always have the right availability information for their area. The support people should be able to see what your modem is trained up at and if you have VDSL cards in the CO you're running from, Network Support should be able to test them out on the higher speed profiles to see if they work. Most won't bother to call network support though.
So, a suggestion would be, in the conversation, for the CSR to verify with Network Support. Thanks.
If you're speaking to technical support specifically, yes. Sales will just be confused.