5 Day outage saga:DHCP issues...
I'm a cheapskate. Yes, I'm using teksavvy as their prices are low and I am willing to go to the lowest bidder (at least at the time I signed up). The issue? Service and continuity. The wall of text below is larger than life so I do have a summary at the bottom. Interested in the saga?; read at your own peril....
I have always thought to myself, I can fix anything on my side and I know what I'm doing as I'm a full out system admin and all around geek. But as my story goes, this was more than I bargained for.
My internet goes down Wednesday morning with my modem/router combination unable to get an IP. Self diagnostics shows that I still had a strong connection from my modem stats but IP renewal just wasn't satisfying my router's cravings...
So time for the dreaded call-in. My phone being VOIP was down and my cell doesn't have a great plan (read cheapskate); I had to secure a real phoneline. Once I was able to borrow a neighbours phone via cordless; I did the dreaded dial... After about an hour of listening to the top 20 best hits and some automated voice asking if I unplugged my modem to fix it, I get through.
I autocratically give the lady on the phone a quick summary of the situation including all my stats. She insists on gathering realtime information through a direct connection... OK, I understand; we have to play the game and follow the script. The script of course doesn't have any linux instructions so I'm walking her through how to get the modem stats anyways... At the end of this; she goes, yup; we have sitewide outage on DCHP server and I'll add you to the ticket. Why she didn't say it upfront is probably the first failure of customer service but I'm thinking I'm done and will be up in 24-72 hours via rogers fix. My first letdown....
In the meantime, I did have direct support forum ticket opened earlier in the day as I was able to do that at work. They of course run through the same script but I could only give them a summary of my stats since I only have internet remotely. Of course; at this point the teksavvy agent mentioned I can't open the ticket as My name is not on the account. The ticket the phone agent had said they opened the ticket, but I guess that was just the agent trying to end the call. My second letdown...
The direct forum agent instructs me to have the account owner call in to add my name on that account. As you can see; I'm not keen on having someone else call in and wait for hours on end just to add a name (and of course other issues with this that I can bring up another time). Also add to the fact the odd logic that the internet is down; and not an account change; anyone should be able to add themselves to that ticket. My third letdown...
My lesson here: Add my name to any accounts I'm managing at sign up or suffer going through hold waits and circles. Yes - I wish they could handle this better with the circumstances but I understand the legalities for this.
Name on account is added. Call back in to have the ticket in fact opened. Agent walks me through the same steps again with me and asks for the highest and lowest stat numbers which I of course give. He mentions I have an RF issue with 32.5db upstream and that rogers requires at least 35db for any ticket. I say OK (my will is now shot anyways) and to get that truck rolling...
A check with the direct forums then tells me a ticket was not opened and cannot be as they do not have the full stats. Why the agent tells me a truck roll will happen and doesn't is beyond me. My fourth letdown...
Of course the agent on the forum wants the full stats so I put together some hack to get the stats into there without internet. Cut and paste done and the agent then says my stats are good enough?? (this I will have to follow up with once my issues are completed). My fifth letdown...
I'm still without internet and I don't really even know if I was added to ticket. All I get from the agent is that the DHCP is still down and I'm still affected by this.... Which I knew from the start of this saga. Is my upstream stats good enough? I have no clue but my line hasn't changed and has always had approx. the same upstream stats.
My action plan going forward: wait it out until I can find a matching price/plan while trying to amortize all the setup and equipment fees of a provider change...
Teksavvy: "Small enough to have low prices. Big enough not to care; "...
I do miss the old Teksavvy which had it all...
- teksavvy is cheap and good when you don't have issues
- being an expert at computer systems won't save you the support nightmares when things do go wrong
- add yourself as an authorized user of an account at sign up if required to prevent slow downs when **** hits the fan.
- don't trust the phone agents
- always follow up and pray you never have to call in/open a ticket.
Re: 5 Day outage saga
Teksavvy isn't that cheap they're much better offerings out there now by far. This way I'm former Teksavvy customer.
Who are you using now?
For me; 300GB is enough and I need a dry line (Cable or DSL) but from what I'm reading; dry fees don't really exist anymore. Download I can do with with 10Mbps+ and Upload 1Mbps+. as long as its cheap.
Installation and hardware costs(If I require a new modem) creates massive fees: $50-$150 which I amortize over the term I'm with a company. This would add ~$10/month if I switch every year which of course eats into any savings.
|reply to slvrsi |
Re: 5 Day outage saga:DHCP issues...
About the account owner and "authorized names" - I'm sure that's a form of fraud prevention. Ex-husbands/wives/bf's/gf's do crazy things like, oh, canceling each others' internet or terminating email/social accounts. Your only two choices are lie about being the account holder or ya, get your name put on. If you are outright managing others' connections, it probably pays to do it upfront when signing up or shortly thereafter, like you said. I think it's SOP in the telecomm/internet biz now.
As for the scripts and the scriptreaders, well, I can't offhand think of any provider that puts knowledgeable techs right on the front lines anymore, so basically another necessary modern evil to just bear through. And, like you said again, followups are crucial because of the clunky communications setup where you need to talk to the incumbent but are forced to go through TSI. Again, that won't be any different at any other CLEC/TPIA ISP when you've got two ticketing systems (incumbent and TPIA) trying to solve ONE problem. Setups (CRTC-enforced) like that are just bound to have lost communications. This doesn't happen to the incumbents own retail customers, but your cheapskateness rules THEM out!
These are things you now know; going to another ISP can bring a whole set of new unknowns. Personally, I *like* having the CEO around.
My own highly anecdotal observation is that cable is flaky these days, so if you want stability then some form of DSL will be more reliable. If you can live with (and can get) 15/1 speeds, a $25 TP-Link 8816 modem plus activate/install fees are your total sunk costs, and $33 mth + GST ongoing (300GB).
things like, oh, canceling each others' internet or terminating email/social accounts
None of which applies to troubleshooting a failed connection
-I have delt with this in the past, where every third call to the same ISP, for the same account, I magically wasn't listed on the account again, call back, speak to someone else, and I was again...
None of which matters when troubleshooting.
Knowing from experience, some ISPs don't require 100% account verification (nor care when you tell them you are not on the account) when troubleshooting, but account changes, yes.
Yes, I am not employed and looking for IT work. Have passport, will travel.
|reply to slvrsi |
Yup - I was kind of referring to kevinds point; but I understand teksavvy's stance on this. Just wish they were more flexible at this point; especially when wait times on the phone are extremely long.
ftp1020 - I don' think the drop is communicating with rogers, its within teksavvy themselves as it seems like the techs either didn't have authorization to open a ticket (with me not being account holder) or not enough information to open a ticket (did not collect all the stats with me on the phone). For these cases; they should not have told me a ticket will be open and relying on me to call in/dslforum direct to find out that a ticket was not open.
If I wasn't checking as a regular user would; I would be waiting for nothing becoming irate...
not that i'm not irate now.
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