Arg, ugh, umm.....
Here is one of mine, with “advanced support” and my ISP…
support: this is Todd, I understand you are having a problem...
me: describe the situation, express my JOY at being out of warranty (given that they keep saying "oh, what, it is working again”, great - talk to you later, no follow up root cause analysis) - so no overnight delivery of new hardware (I’m sure the Christmas holiday won’t delay my two day delivery – oh wait, that would actually be over the weekend – not). Explain how support has described to me how routers normally generate 25MB of traffic every day - they see it all of the time... (umm, no, they do not – but the support guy says “you have to believe me sir, I see it all of the time). Express my sincere happiness with the competency of support overall. I learned a lot of new things from them recently about networking I never knew before.
Then I do say "but it appears to be working right now"
support: no it is not.
me: umm, sure it is.
support: no sir, you are not on the network.
me: umm - I can ping google, sure seems like I'm connected.
support: yeah, but are you on the 'internet'. According to us, you are not on the network, therefore you are not on the ‘internet’ (great reverence for this word “internet”, like it is “special”)
me: well, I'm pinging google, google is on the internet, so sure - I'm on the internet (getting sort of incredulous sounding by now)
support: yeah, but does your browser work (reminds me of the last support call - the guy wouldn't believe I was on the network until I confirmed that my EMAIL PROGRAM functioned - for him, the internet and networking is "email", never mind I needed to have a VPN tunnel set up to work already in order to access email…)
me: (biting my tongue really really REALLY hard at this point) - well, not that it makes a difference (I mean, how could I ping google otherwise???) but yes, I can browse the web too
support: oh, that is strange - you are not on the network... I don’t see how this could be.
Right now, I am less than pleased with my new ISP. We won’t even get into a “quota” discussion right now.
Posted via a reliable EVDO card. It is all about redundancy isn’t it. I have ISP (well, not really, down more than up), EVDO card, Treo with GPRS/edge (workable over the hot sync cable) and – yes, dialup as a last resort. Guess I can always go to Starbucks as well and get a coffee and broadband (T-Mobile, full access to all of their hotspots – dig it).