[colug-432] ISP Recommendation

[Stephen P. Molnar]

Thank you for your reply.  It is most appreciated.

On 01/16/2015 01:59 PM, Tom Hanlon wrote:
> When we as members of a group of what I most likely correctly assume
> to be highly literate, very intelligent people have trouble with
> "customer service" over technical issues I pause with horror to think
> about the struggle that the non-technical or the semi-literate face
> when dealing with the same issues.
>
> If you think we are angry when we often _know_ what the problem is and
> have to convince the script reader on the other side to listen to us,
> those without the power of knowledge or the literacy of tech.. they
> perhaps just end up hurt and taken advantage of and feeling stupid.
>
> At least we know they have a script, we know at least in theory how to
> escalate, we understand structurally what these companies have done to
> ignore the customers needs.  The semi-literate non technical masses,
> they just end up losing time and money and money is something that
> they also most likely have little of.
>
> It is a personal issue, and a societal issue.
>
>
>
> On Fri, Jan 16, 2015 at 11:54 AM, Rick Hornsby
> <richardjhornsby at gmail.com> wrote:
>>
>> On Jan 16, 2015, at 09:36, Stephen P. Molnar <s.molnar at sbcglobal.net> wrote:
>>
>> A tale of wor!
>>
>>
>>
>> I have been with AT&T as an ISP since 2003, 10 years with DSL and 3 years
>> with Uverse.  Each year has required a new router.
>>
>>
>> I lost service early Wednesday evening and immediatly called what they
>> non-laughingly call "Tech Service".
>>
>>
>> ugh.
>>
>> I've mentioned Wide open west on this list before, but we had a great
>> experience with WOW in Columbus some years ago.  They were always quick to
>> help on the rare occasion something went wrong, and were technically
>> competent.  When we described a problem in technical terms, they didn't
>> treat us to the whole "here's how to first clear your internet explorer
>> cache" nonsense.  They sent a tech a couple of times when needed without any
>> argument and quickly.
>>
>> It was about 10 years ago (moved to another house which had no WoW service),
>> so YMMV today.
>>
>> After sorting out some initial issues with a "stolen pair", ATT dry-loop DSL
>> was reliable and a crapton more consistent than TW* residential service ever
>> was.  They were the worst, and support almost entirely useless.  Then again,
>> my experience in another state with ATT DSL was that when it rained the
>> interwebs quit working. They wouldn't troubleshoot or fix it because it
>> would never be raining when the tech finally came out.
>>
>> * I know there's at least one TW biz class employee on this list who in the
>> past has been helpful in troubleshooting issues and providing good advice.
>> I had a co-worker up in Delaware who was happy w/ TW biz class service at
>> his house. He may have had an SLA, I don't recall.  However, the residential
>> class experience has always been awful and I'd only recommend it as a last
>> resort.
>>
>> Then again, you could always try this [awesome] lady's approach to get ATT's
>> attention -
>>
>> http://www.washingtonpost.com/wp-dyn/content/article/2007/10/17/AR2007101702359.html
>>
>> -rj
>>
>>
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