-=PCTechTalk=- Re: Earthlink DSL
- From: "=^;^=" <alienkc@xxxxxxxxxxxxx>
- To: <pctechtalk@xxxxxxxxxxxxx>
- Date: Sun, 11 Jan 2004 23:11:48 -0600
Hank
Just ask for a level 2 call back and you will work with the same tech until
it is fixed. The tech who answers the phone cannot call you back BUT the
level 2s can call you back. That is all they do.
----- Original Message -----
From: "Hank" <hdka@xxxxxxxxxxxx>
To: <pctechtalk@xxxxxxxxxxxxx>
Sent: Sunday, January 11, 2004 11:03 PM
Subject: -=PCTechTalk=- Re: Earthlink DSL
> Hi Mike, That is a good idea about the notebook but I write to slow to do
that while I am talking, I just tell them what I have done and let them go
from there. each will have a diff idea of what is wrong, soon I'll get the
one that has the answer, Maybe this one checking the phone line will do it.
> Sincerely Yours,
> Hank
> My home page
> http://members.fortunecity.com/hdka
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> ----- Original Message -----
> From: Mike
> To: pctechtalk@xxxxxxxxxxxxx
> Sent: Sunday, January 11, 2004 10:39 PM
> Subject: -=PCTechTalk=- Re: Earthlink DSL
>
>
> Hi Folks,
> what I do is keep a notebook handy.
> Every trouble call I make I star by writing down the number I'm calling
and
> the time I start the call.
> I log how long it takes to get to a live person and all the #'s I have
to
> enter as I go through their press 1 for help ect.
> Log the time.
>
> I ask the help persons name, and explain I have trouble hearing <G>
> I use one of those cordless headsets so I can move around as required.
> I write down everything they have me try or instruct me to do so I can
tell
> the next person I talk to what I have tried.
>
>
> I also have a ready made list of what I tried before I call them.
>
> I have learned from experience that they will want me to;
> Clear cookies, clear temporary internet files, reboot.
> Un plug modem wait 5 min then plug it back in.
> Unplug and remove Router from the system as they don't troubleshoot
> networks.
> Disable firewall, they don't support them !
>
> I have XP so I have to go to comand prompt and type in "ipgconfig" and
do a
> release all and renew all.
> I have High Speed ADSL
>
> I try to avoid letting them know that I have some idea of what may be
wrong,
> as they will quite often talk 'techspeak' if they think you can
understand
> the networking and configuring of the system.
> I like the KISS principle 'keep it simple stupid'
>
> No offence meant to anyone.
>
> Don't forget to log the time you finish the call.
>
> Mike ~ It is a good day if I learned something new.
> Editor MikesWhatsNews see a sample on my web page
> http://www3.telus.net/mikebike
> <http://www3.telus.net/mikebike/mikes_virus_page.htm>
> A Technical Support Alliance & OWTA Charter Member
> *********** REPLY SEPARATOR ***********
>
> On 11/01/2004 at 11:08 PM T. Hunt wrote:
>
> Hank-
> Be patient and go through the menu when you call Earthlink. It's the
only
> way to get to talk to a person and get them started on solving your
> problem. BS will not even talk to you since your DSL is provided by
> Earthlink; they will ALWAYS refer you back to Earthlink. The only
people
> that can talk to BS and get anything done are the level 2 techs from
> Earthlink. So call Earthlink and wait through the menu to talk to a
> tech. Have all your info at hand and understand that they don't know
you
> from Adam's housecat, so each one will start from scratch. Bear with
them
> as this is about the only way it can be done. Explain that you've power
> cycled the modem and rebooted your computer and still no Sync. If they
ask
> you to unplug any other phones on the line, do it once anyway. They
will
> ask you if you have a 900MHz phone near the modem. Make sure you
> don't. The one thing that WILL help is to move the DSL modem as close
to
> where the phone line enters the house as you can.
>
> I've had the Earthlink techs ask me to do a number of strange things but
> moving the modem is the first one that actually made a difference.
Nothing
> else on the phones has changed in well over a year but I started to get
> dropped connections. Now, I don't know if a filter went bad or a phone
> started putting out static or what but moving the modem 9" from the NID
has
> had me connected for over a week with nary a drop. Obviously, something
in
> my wiring/phones/filters has changed; I have no idea what. But moving
the
> DSL modem to the nearest point to the NID made the difference.
>
> Hang in there; it'll be worth it.
>
> Tom
>
> At 03:01 PM 1/11/2004 -0600, you wrote:
>
> >Thank you Milady I will try it. People say not to talk about DSL to the
> >phone co, What could I ask them to check on to see if it is set up or
> >being set up when.
> >Sincerely Yours,
> >Hank
>
>
>
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