Really Slow Internet Connection

[MarchHare]

I had the same problem last night, but it seems to have been resolved by this morning. I could connect to this site and MSN Messenger just fine, but other sites like cbc.ca were very slow (but did eventually load). I couldn't connect to other websites or logon to World of Warcraft at all.

[mykalberta]

I am going to assume you power cycled the modem/router?

MYK

[Bobblehead]

The other issue is that 95% of the people calling in are the type of people that a reboot will fix their issue.

I'm sure anyone who has worked tech support knows that for every person who calls in and actually knows what they are doing there are 20 that don't have a clue and 10 more that talk a good game but still don't have a clue.

The number of times I have been on my company's internal help desk, and had to convince somebody to go ahead and reboot again (I usually tell them it is so I can hear the 'beep' in case there is a message) and that magically fixes their problem.

In last night's case it is beyond belief that they had no idea there was something wrong. But I've been on Telus for 5+ years and the only issue I've had was my modem died, which they came and replaced.

[ken0042]

Originally Posted by Bobblehead

I'm sure anyone who has worked tech support knows that for every person who calls in and actually knows what they are doing there are 20 that don't have a clue and 10 more that talk a good game but still don't have a clue.

True, but on Shaw's system they have my skill set flagged. If I call in with a problem they know they can just ask me to do an IP release and renew, or whatever else. Or if there's a mail problem they will tell me what the issue is.

Having been with both Telus and Shaw, I have to say Shaw's support wins hands down.

[OnTheFly]

Originally Posted by ken0042

Having been with both Telus and Shaw, I have to say Shaw's support wins hands down.

Man you hit it right on the head! I've been with Shaw for years (Telus before that) and I've ALWAYS been impressed with the service I've gotten. Because we host our own web pages and use a dedicated IP I deal with the "Business" side and they've always solved problems (Sometimes it takes longer than I like but they've always been pleasant to deal with).

I know it's no secret be the biggest advice I can give is to make them "want" to help you. People want to help people they like... I always say "I know it's not your fault but...". I also ask "What would you do?". I know it may sound gay but man.. I've never had a problem dealing with the people at Shaw. The few times they've royally screwed up (Let's lock down port 25 outgoing even for people with their own I.P.s) I've gotten a month free and like 5 free pay per views.

saving 5 bucks a month might sound well and good until you need service and realize that it's not there...

[RougeUnderoos]

Originally Posted by FanIn80

I

TJ: "Hello sir, so... you said your internet works fine, right?"

Me: "..."

Me: "No, I said some sites work fine and others don't, but even the ones that do are really slow."

TJ: "Ohhh ok. I understand. Hold please."

Ha ha. What did he expect you to say? "Yep, works fine, just thought I'd let you know".

[someguy51]

My brother in law works at Shaw. Whenever I run into problems I call him directly and he gets it resolved for me. Its really convenient.

[Resolute 14]

Originally Posted by Bobblehead

The other issue is that 95% of the people calling in are the type of people that a reboot will fix their issue.

I'm sure anyone who has worked tech support knows that for every person who calls in and actually knows what they are doing there are 20 that don't have a clue and 10 more that talk a good game but still don't have a clue.

The number of times I have been on my company's internal help desk, and had to convince somebody to go ahead and reboot again (I usually tell them it is so I can hear the 'beep' in case there is a message) and that magically fixes their problem.

In last night's case it is beyond belief that they had no idea there was something wrong. But I've been on Telus for 5+ years and the only issue I've had was my modem died, which they came and replaced.

Actually, it isn't beyond belief. Communication between groups is notoriously bad at a lot of places. It is entirely believable that the network team was looking into an issue, but didn't bother to tell the help desk lead. Or, the HD lead didn't bother to tell the staff. The front-line people could easily have been in the dark.

But you are right on the cluelessness of many end users. Couple that with the fact that help desk is usually an entry level position, and you end up with techs reading from scripts - 1. because they don't know any better yet, and 2. because the simple stuff really does fix most problems.

Shaw will be no better than Telus in this regard.

The company I work for recently outsourced our help desk, desktop and network teams. Everybody at work hates the help desk because they are all new people in Mississauga, who don't know our systems yet. But the appreciation for people like me, who remained with the company through this changeover, has gone sky high. I know the systems, and I can usually fix it faster than if they call help desk first... much to my annoyance.