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this post was submitted on 05 Aug 2024
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Asklemmy
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I just ask for the next tier of support.
Lots of tier 1 support aren't even armed to do much troubleshooting. They are there to enter tickets and to advise the cookie cutter "have you tried turning it off and on again" type answers and to give scripted explanations of known outages or bugs. More advanced troubleshooting gets done by higher tiers.
In your case, I would ask for a rep to be assigned your case number and get their phone number so you have one point of contact. Whether they actually do that for you is another matter, some companies put very little emphasis on customer service and support once you're already a paid customer.
This had already gone past the first level “customer service” level to the 2nd level “technical support” team who sat on it for a couple of weeks, they’ve apparently now escalated it again and they’re waiting for their “network team” to take a look at it.
I’ve basically lost all hope with them at this point.
It might be worth switching providers. Starlink and 4G ISPs (TMobile, Verison) are surprisingly good.
I’m in the UK, we have a system for switching ISPs that is apparently relatively painless so I’ve started that process but it’s apparently going to be another 2 weeks before the switch can happen :(
If you are willing to switch, tell your current carrier and sometimes that will light a fire under them to actually address the Support call. We had that happen recently. Internet went out. The issue was outside our house with the provider's line. They said they'd send someone a week later, so we pointed out it would be faster for us to switch providers, to which they replied, "We can't get there tomorrow but how about the next day?" We accepted and they actually did fix it in two days instead of seven.