Hos1234
Rellek Pc
join:2003-06-12
Fort Worth, TX
| reply to whocares
Re: NOW, I've have something to say SWBELL/SBC/DSL
It is frustrating, I spent an hour and a half, trying to tell them the problem was not on my end. She (phone tech) kept trying to get me to create a new profile. Now this is after I told her that I had changed modems and cat5 cables out on two different computers and still no browsing. I had a green light on dsl but that's it. Could not ping or do a tracert. "But no sir I can ping your IP address so it must be on your end." Finally after an hour of keeping my patience, she transferred me to a level two tech. The transfer took 15mins. within 5mins of talking to him he reset my switchboard on their end and I was back up and running, the thing had locked up. Now the dsl locked up in the middle of updating a clients computer and I had to start all over again, so that was extremely frustrating, I did learn along time ago to get name and employee numbers when dealing with people at SBC though, that is the first question out of my mouth. that way I have a record of who I talked to and at what time. Hopefully SBC will get the message as their customers slowly move away. |
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reiher95
Premium
join:2003-01-12
Maricopa, AZ
| kungfu78, I'm still laughing about your post. You nailed it! The sad thing is, you've obviously gone through this so many times, you have the script memorized.
Just a tip to everyone else who goes through this trying to get to level 2 support . . . pretend to do what they tell you. As they ask you to do it, tell them you've deleted your internet files, deleted all cookies, unhooked your router and connected directly, and so on. Also, tell them that before you called, you disconnected every phone, satellite receiver, or anything that connects to the phone line. Save yourself the trouble and humor them. It's the quickest way I know to get to level 2. |
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Jazzgirl
join:2001-12-20
Arlington, TX
| I do exactly as you suggest reiher95. I pretend I'm doing it! SBC tech non-support has become the worst ever. It is awful that it takes at least 30 minutes for them to fill out the ticket. SBC might be saving money on the short end but I bet if people start bailing and they start losing subscriptions they might rethink how they're doing this. It sucks eggs big time! |
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richwohl
join:2004-01-19
Saint Louis, MO
| Well, I'm bailing. After being out of service since Sunday and my sync bouncing like a yo-yo the last month and dealing with crappy SBC support which is a complete waste of time I finally called charter. They are coming out tommorrow to install service. I've been in the tech field for 15 years and even began my career in a help-desk job so I've seen both sides of the fence. I've have never seen such horrible customer support as SBC. I've heard SBC support personell complain that they don't have the tools to properly support us. I say 'NOT MY PROBLEM'. I pay for a service and you fail to deliver support when the service is not working correctly. I even go through the extra work of connecting to the NID to insure its not on my end of the connection and you still fail to fix the problem. Its pathetic and fortunately something I don't have to live with since I have an alternative in my area. |
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