good customer support
Nov. 17th, 2004 06:54 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
cellioWe get our DSL service through Telerama. Allow me to sing their praises.
We've been seeing apparently-random short network outages just often enough to be annoying, and this is new behavior. The problem could be the DSL service, the modem, or a physical problem on the line, but how do you tell which?
So I wrote to Telerama's support folks to ask if they had any thoughs on this. In particular, had they received similar reports from anyone else? They had not, so they guessed that it probably wasn't them.
They then said "here, let me file a trouble ticket with Verizon on your behalf" and, when the results of that came back today, "sounds like your modem; would you like to borrow one from us to test with?".
I really didn't want to have to go out and buy a modem on the possibility that that was the source. Now we don't have to. Yay Telerama for helping us out with something that's not really their problem!
We've been seeing apparently-random short network outages just often enough to be annoying, and this is new behavior. The problem could be the DSL service, the modem, or a physical problem on the line, but how do you tell which?
So I wrote to Telerama's support folks to ask if they had any thoughs on this. In particular, had they received similar reports from anyone else? They had not, so they guessed that it probably wasn't them.
They then said "here, let me file a trouble ticket with Verizon on your behalf" and, when the results of that came back today, "sounds like your modem; would you like to borrow one from us to test with?".
I really didn't want to have to go out and buy a modem on the possibility that that was the source. Now we don't have to. Yay Telerama for helping us out with something that's not really their problem!
(no subject)
Date: 2004-11-18 07:02 pm (UTC)(no subject)
Date: 2004-11-18 07:09 pm (UTC)(no subject)
Date: 2004-11-18 07:10 pm (UTC)