Inside Insight → Insightbb techs stupid?

I emailed the Peoria office when we had the night of slow connection when the cable was broke or cut. I was asking about a price break for the month because of the hell the system gave us. I get an email witht his response about the slow speed I complained about.

Have you had any service calls lately? I would advise you to have one of our service technicians visit to see whether or not your issue with speed is cable related.

What area of the system do you reside? Also have you had any service calls to your home lately? We would need to see if the problem is computer or cable related. Thank you

Maybe I should email back and make it clear as day when the slow speed was a why.

I just love it when someone jumps on here bashing all insight techs. 99.5% of the time, your "SLOW" speed is self created. Listen, enough whining about it...really. Go to AOL, Earthlink, hell, I don't care go anywhere but here. My speeds are rock solid. Maybe u need to learn a little more computer skills before your whining creates tears that will short out your keyboard!

I can't say I blame him for complaining. Whenever I was having my slow speed issue/latency through the roof I kept calling Insightbb tech support. They were quick to blame my router and my modem. You want to know what the problem was? Corroded video trap from where water got in. It took a field tech supervisor to find and fix it.

One time I called tech support and the idiot tech I spoke with had me to a modem/router reset and that's all he knew how to do. He actually said he didn't know what else to have me do.

I'm a computer support/network admin at my company, so I know what I'm talking about when it comes to computers and networking.

Oh so the broken or cut fiber cable was my fault now insightbbtec? It was a email back from insightbb tech that said it was probably an issue on my side. Funny that you would agree after most of Illinois being slowed to a crawl a few nights ago. I think you better ask some question before you spout off or read about some of the other subject saying something about being slow. I think you need to change your name cause that name says your a tech, And if your a tech you need to learn some manners. I hate techs that seem to think no one knows anything about their connection. Now seeing you know that the problem is my side please come over and fix it for me.

Calling the Peoria number for tech support is usually trying at best. It is often easier to call Lexington directly.

Sounds like the email was an auto-reply, so it isn't really the fault of the tech's for the reply. It probably helps them in most cases and of course looks moronic to above-average informed customers.

There was a mass outage/slowdown that night covering much of Illinois and beyond. Anyone who can look at this board knows that. Look around BBtec

I thought the mass outage was a AT T problem dont yell at bbtech he probably only works 3 days a week , i guessing thats a high paid position to act that way

While I can understand why InsightBBTec would respond they way they did. That type of response isn't going to get users to think any better of those on the other end of the phone or email. It also in no way shape or form helps to resolve the issue.

Both the end user and the tech ( actually more likely just a phone rep ) are both extremely frustrated at this point. So I could understand the end user being upset. They want a resolution to the problem they are seeing. The user doesn't feel as if they are getting that or being listened to. Now granted someone on the other end may not like how the user is dealing with them. But this is their job.

It is extremely frustrating when you have a fairly good idea the issue isn't on your end. Yet Insight always wants to lay blame on the customer. Very rarely have I called in the past and gotten a reply of - yes we are aware of an issue - the problem is being worked on - and then an ETA stated etc. This has gotten a bit better over the years. But still not perfect.

I can honestly say I've not had to call in relation to a broadband issue in several years. Unless trying to get an upgraded. Any issue we've called on the past few years. Has been related cable tv service.

The thing that got me pissed is an email that says I should probably set up a service call and that it might be on my end. I highly doubt it is the end user when it happens to a lot of people on the same night at the same time. Another thing I did not say the techs were stupid. I someone thinks I did they should reread the subject. I asked, see the question mark in the subject. Is it the techs or is it management not letting the Peoria techs know that there was an issue. I would guess that the tech would hear something about the issue but maybe not. Something does need to change at Insight that is for sure. The tech aren't informed about anything. The night of the slow down I called Kentucky and the tech said all he was told that there was a hardware issue and it was being worked on. He wasn't given a time frame or the accual reason, just a hardware issue. I even had to ask if he knew anything about the Plus users, if we would get more speed. He said they do not get that info until the last minute.

Do you know without a 100% doubt it may or may not be on your side ? What is it going to hurt to have someone come out and look.

Insightbb techs stupid? well when I read that it's no wonder people may misunderstand you , sorry no need to flame someone who maybe following protocols.

This thread is a perfect example of why Insight will not let tech's come here and reply and help , nothing worse than dealing with a User who thinks they know it all , Trust me I used to work in a Call Center and oh the Ego's of some people.

Sorry I guess you can call me stupid also , cause I would have suggested the same thing if someone was having speed issues on a regular basis , It's called "troubleshooting " a problem , you cover all bases.

The last post here I find a bit funny actually. The whole point of them coming into this forum would be to give us a better understanding. And open up a better line of communication - so this type of thing gets minimized.

The SBC forum is a good example of exactly how that can be accomplished if the right people are chosen for the job.

If InsightBBTec truly works for Insight and is an example of who they have chosen to do forum support. Then no - things won't work in a positive and effect way.

A minor note on the SBC forum. They have pulled their star helpers out of the forum recently. I think the rumor is their no going to outsource forum support - as they have done with phone support.

A real shame. Because they really improved their PR image the past few years. With the work that was done in that forum.

I don't believe hes a insight tech.Lets hope not from the way he worded his post above.And the fact his profile says brooksville,fl.

TheSauceMast did you read all the post in this thread or are you just replying to one of the post? If you didn't read all of the post in this thread I advise you to read them all. In which case I don't think you did or you would know I know without a doubt it was not my side. I was not the only one with this problem the other night. Most of Illinois had this problem. And as to tech's coming here I would guess they do and post just don't let us know they are techs. I didn't know about dslreports.com until a tech at insightbb told me about it. I never said I knew it all either. When I can't figure something out the dslreports forum is the first place I look. I have learned a handful of things coming here.

hey it's your rant continue on having issues , personally I get on the phone and call the people who can fix it. I have made 2 calls in almost 5 years of service with Insight and 1 of those calls was when I had @Home and I was down for 1 week solid , and the other was when I moved to my new house , they still had my old account active and my service wouldn't work.

so carry on with your rant , $100.00 says it won't fix the problem.

I don't have speed issues TheSauceMast. If you would learn to read you would know what is going on here. Why post a response if you don't read what the thread is all about not the first 2 posts.

TheSauceMast, everytime I call for support the first thing they want to do is pin it on me, I ask what changed from yesterday to today as it worked fine the day before or as in this case that evening that everyone had slow speeds it had worked fine a few hours earlier. All most of us ask is for insight to inform their support personnel of these problems, as to not dispatch a bunch of techs for no reason, or have techs check if there are other problems being reported that might explain the problem. A good example is when I call the power company to say my power went out they don't setup an appointment, they fix it, most of the time you don't even talk to someone and there phone system tells you that they are aware of problems these areas, that is what we would like of insight.

I don't think its a very good thing to call the people you call when "YOU" cant fix your problem stupid. I think the main posters first problem was sending an e-mail about this problem in the first place.

Let me give ya a run down of the set up at Insight

You first call in you get a "CSR" at your local office who probably knows less about you. All they know how to do is Power cycle the modem and the router. Once they do that (if they even do that) they transfer you to tier 2 (which is in Louisville KY) They are the ones you need to be talking to.

So before you pass judgement make sure you've gotten a hold of the people insight pay to troubleshoot your internet problems and get them working.

Digital

I swear I see a troll or two. Two users that joined just to make a post in my thread. And I swear the insightbbtec location said Louisville,KY when the post was made, Now it says Brooksville, FL. The second one DigitalTechs location says Louisville,KY. Let's not mention that they are techs or think they are. I guess I have myself a personal troll.

LoL. The Tech support is in Louisville KY. I joined to try and help clear the air some and maybe provide some help. Insight Doesnt have any service in FL. Insight provides service for Kentucky, Indiana, Illinois, and Ohio. They have Teir one tech support at every local office. The "National Help Desk for insight is located in Louisville KY.

Troll lol. thats funny i like it.

Digital

But there H Q is in new york go figure

Thats correct Insight's Corp office is in New York. The tier to office in Louisville is a corp div office. just happens to be in louisville.