Toad (nameistoad) wrote in bad_service,

I've been living in the same apartment for the past fourteen months, and one of the first things I did when I moved in was order my cable modem service.

I’m a network admin myself, so I know a couple things about computers, and I had literally no trouble getting my old modem from my old city set up and working on the new service. I called the company, had them add it to their lists, and all was well. (After the week it took them to clear somebody’s washing machine off the line. I have no idea what the tech meant when he told me that, but that was his description of the problem when I asked him what had been causing the trouble.)

Late last month, I started having trouble with keeping a valid connection. If I had nothing downloading, and no other computers hooked up to the line, I would be disconnected and reconnected a couple times an hour every hour during instant message conversations. I actually left a Trillian (AIM emulator) window up overnight to see what would happen, and determine if it was a load problem, and the window recorded my disconnects, an average of just over 2/hour for an entire 24 hour period.

Knowing that I probably don’t have any malware (Spybot S&D, Adaware, MS Anti-spyware, McAffee’s Anti-Virus, and Zone-Alarm), I called up the cable company to ask them to check the line for me. They report that my modem is on the line just fine, and has absolutely no trouble, and they insist that my problem is with my computer. They want me to do a system restore, which will restore my settings, supposedly to a point before the connection problems started, only I haven’t installed anything except Trillian in the two weeks or so this has been going on, and I don’t really want to go to the trouble of setting Trillian up again when I’m 99% certain it’s not my computer that's causing the problem.

I tell the cable company to bugger off, and I do some research on the net, only to find out that my cable modem itself is a model known to be a little overly sensitive to line noise. I remember being the first person to mention the trouble with the washing machine, and I conclude that purchasing a new modem might be a good plan, considering this one’s lasted me four years and only cost me $60 in the first place.

I buy a new modem and put it in place, then call the company and have them set it up, and now I have no problem with my ‘net connection, but I’m not happy with the way the conversation went when I was trying to get some help from them and all they would do is read the stupid non-solution from the little book they were given their first day.

How can I get across to the cable company tech the fact that I really do know what I’m talking about when they are convinced that I’m the generic idiot-of-the-day, and they are refusing to deviate from their script which requires I do something completely unrelated and time-intensive to attempt to solve the problem? Do we have any techs in the community who might be able to shed some light on the subject?

To be clear, I can’t really blame the girl reading from her little book, but I do think the cable company provided Bad Service and I nearly switched to DSL.

Am I the asshat?
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