For the past few weeks I have been experiencing severe degradation in my broadband connection speeds. I’ve called my provider several times during the last month, and there has been no action whatsoever on their part.
Following some very basic troubleshooting on their behalf, I was asked to send in the results of some ping and traceroute tests. I was initially promised a call back from the agent the next day. Having spent 4 years working in call centers, I knew better than to expect the call back as promised. So I gave them a week to respond.
Even being this generous, I still didn’t get a response, so I called them, only to be told that the agent investigating my problem was out that day. Another call back was promised. Going on past experience, I decided to give it a couple of days to hear back from them. So nearly a week later, and there was still no call. And my connection was getting worse.
So I have made my final call to customer support. An engineer is going to be sent out to look at the problem. If the engineer cannot resolve the problem, then I will request that they take out the equipment and I’ll move to another provider.
You may have noticed that throughout my posts on this issue, I have refrained from naming the company involved. If it comes to pass that they cannot resolve the problem, then this policy will change, and I will name and shame them.
Tags: Broadband, broadband_connection, connection_speeds, customer_support, degradation, Technology, traceroute, whatithink