- December 31st, 2011
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I don’t think there is any more frustrating experience in the world than being a technical type person, and having to call a tech support call center that is attempting to help you, that knows ORDERS OF MAGNITUDE less than you do about your problem.
So yesterday, rewind to approximately 11:30am. I was doing some browsing to find the address of the place where we have to send our insurance check to get it co-signed. Might as well put in a quick aside about that. It turns out that if you have some kind of problem that theoretically might de-value your home, any money the insurance company provides you needs to be endorsed by the mortgage holder as well. SO yeah, off it went in the mail today. But thats neither here nor there. So, 11:40, just as I’m getting the right phone numbers to call and account numbers, my Internet goes away. Damn you, Al Gore, I thought we had an agreement about this sort of thing.
So I poke around, do the usual resetting of modems, etc, no dice. Now I crack my knuckles and break out my network juju, and get to work. It took me roughly 5 minutes to find what I thought might be the source of the problem, along with 1 other extraneous piece of data that turned out to be nothing. My modem (this is DSL) is syncing up with the CO just fine, and PPP authenticates just fine. My router is getting its static IP address without trouble. I can ping both the internal interface on the router I attach to (private, facing me), as well as its public ip that faces the ‘net. After that? Its a big black hole of traffic. So at this point, all data is suggesting that my static ip address’ route is no longer routing back to me.
So, call up their tech support, and sure… I’m in the land of first tier support, trying desperately to get out. I try every tactic I know to get escalated, but the person I am on with just isn’t having it. Time spent in that first go at it? 3.5 hours. They had me try every possible method of resetting the modem possible, including hard resets and restoring factory defaults. Which of course means that all my custom routing stuff is now gone, and I’ll have to redo from scratch. Despite all my pleadings, they are very insistent on eliminating every possible local element from the equation. So no, I can’t have the DSL modem connected to my machine through a switch. I have to establish a direct connection to it, despite those things being in different rooms in the (now very much torn apart) basement. I humor them. I have to. I figure the only way to get through this tier is to allow them to walk me through all the “are you sure its plugged” in steps before getting me on the phone with the actual network engineer who will understand the language I’m using to describe the problem.
But no, 3.5 hours, and now I have to get to my dinner date with friends. I get the ticket number, the assurance that the person is going to put complete notes in the ticket, and pray I don’t have to go down the same road when I get back home and talk to the next tech support office servicing them, which will invariably be in India or China.
Fast forward a bit, midnight, back home and get back on the phone. I still had to do a little dancing for this next tech, but was able to convince her (probably along with whatever notes were in the ticket) that we had tried every available first tier method for solving this. Her answer? You have a defective modem. Now, please note… this is the modem THEY sold me, and it is now roughly 3 months past its warranty. So in effect, any further troubleshooting is on hold until I pony up for the new modem and continue on from there. But as I mentioned earlier… I *know* it isn’t my modem. I can see the entire connection process. I can see their router, it is a routing issue on THEIR side causing this. That does… hit the escalate button. Another 20 minutes of re-explaining things to the shift supervisor, who appears to listen to reason, and indicates he has to escalate it to their routing team. No problem, I’ll hold. No sir, sorry, they only come in at 8am. But I will send an email as soon as we get off the phone and let them know that you’ll call them in the morning. Here is a new ticket number with the escalation… blah blah blah. Phone hangs up, I go to bed, now 5.5 hours into this issue, and no resolution in sight, despite having properly diagnosed the problem FIFTEEN MINUTES into it, on my own, without their assistance. I go to bed thinking I’m going to have another long day of phone wrangling.
Get up, liesurely breakfast, get downstairs …
*gasp*… routing problem fixed, all restored (well, except my modem settings). All hail the gods of whatever person saw fit to take a look at the ticket in their incoming queue and do some investigation on their own before I called in and repoint my goddamn static ip back to the router that faces me. You deserve a quick bow of appreciation and a clink of glasses wishing you a happy new year. Cheers, random network dude. You saved me a frustrating day.