The Business-Technology Weave

Feb 1 2011   11:46AM GMT

Service Outage? Just another opportunity for up sell…

David Scott David Scott Profile: David Scott


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. 

 Comment on this Post

There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when other members comment.

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to:

Share this item with your network: