Posted by: David Scott
internet service provider, ISP, outage, service outage, tech support, technical dispatch, technical support, technician
Last evening as I was writing some content, I noticed my internet connection had gone out – my broadband modem indicated that I was offline. Rebooting my modem put me back on… until about 15 minutes later, I was off again. It went like that for a couple hours – naturally, I was corresponding with a client in Bangladesh throughout some critical work.
This morning I was online briefly around 4 a.m. – and then, out completely. Rebooting and monkeying with connections didn’t help.
A call to my friendly internet service provider (ISP) indicated that there were no service outages in my area, and confirmed that I had already tried everything; a service visit was in order – for next day. I politely mentioned that I have international clients and have critical work. When I asked if there would be an adjustment to my bill (“yes”) given my inconvenience, the tech support representative told me that I might wish to consider a business-class line.
I haven’t looked into that. At that moment, I wasn’t interested in an up sell to business-class (undoubtedly more expensive) – but what was really interesting is what happened next – this morning.
I received a call from another tech rep who told me that a technician was in my area and could show at my home between 8 a.m. and 10 a.m. Bring him on.
Turned out there was no problem at the street, and nothing apparent in my home office. However, a splitter in the ceiling of my basement showed itself to be the culprit. The tech said, literally, “They’ve been fluctuating the signal some lately, and about 5 out of a thousand of these old splitters don’t like it.”
Me: “Oh.” And also, “By the way, add to your notes that I want an adjustment on my bill.” All well and good – we’ll see how much it is.
Sooo… maybe I don’t need business-class just yet. And maybe my provider can consider a better management for the weave of their technology to my business, thank you very much. My day is off to a rocky start – it’s catch up time.
If only a few splitters fail to handle a new signal configuration, I guess it’s not too practical to replace an entire population involving thousands and thousands of customers.
But I darn sure don’t need an up sell when I’m offline due to their equipment mismatches and malfunctions.
Thoughts… opinions… stories? Let’s hear ‘em!
February 1st: On this day in 1914, the New York Giants and the Chicago White Socks played an exhibition baseball game in Egypt.