Comments on: Bell Canada ‘technical support’

By: Reader's Write

Reader's Write — Tue, 12 Aug 2008 00:43:14 +0000

well, it is not that Ma Bell would be the first company with crappy phone support

http://dir.salon.com/story/tech/feature/2004/02/23/no_support/index.html

And don’t forget the old sketch by 3 dead trolls in a baggie

http://www.deadtroll.com/video/helldeskcable.html

By: Rekrul

Rekrul — Mon, 11 Aug 2008 17:53:35 +0000

This type of thing isn’t unique to Bell. My dialup ISP, LocalNet, was the same way whenever I called them about something. Periodically, their authentication server would go down, meaning that I couldn’t login because it couldn’t verify my information. If it lasted more than 20-30 minutes, I’d give them a call and the first words out of the tech’s mouth were always “Ok, I need you to go into Dialup Networking…” At this point, I’d stop them and ask them to trying logging in from their terminal, which would invariably get the response “Umm, yeah, it’s not working here either…” If I’d followed their advice, they would have had me delete the DUN entry and create a new one from scratch.

I had frequent disconnects using a USR modem and they could never tell me why I kept getting disconnected all the time. When my average download speed went from an average of 6K/s to 2-3K/s, literally overnight, they blamed line noise. Even after I had the phone company test the line and pronounce it clearer than the average line, they still blamed my end. I had a professional IT tech run a couple tests on my account and he found the same problems. They ignored this. In the end, they claimed that an average speed of 2-3K/s was normal for dialup.

By: Reader's Write

Reader's Write — Mon, 11 Aug 2008 14:25:53 +0000

I can’t stand Bell’s Technical Support.
Basically the main issue I have is they require you to go through the whole troubleshooting process even though the issue is obvious.
2 years ago I was able to phone a support tech directly without having to go through the automated process.
But now that ability is blocked and now I have to call my buddy at bell on his cellphone to get things fixed asap
I’m a very busy IT Admin who doesn’t need to use the automated system since I have the knowledge needed to troubleshoot where the issue is coming from (9/10 times its bell, 1/10 times its faulty hardware)

Wake up Bell, your clients should be #1 not your bs ideas