and any other ISP Indian call centre that have zero intelligence..........
God these call centres frustrate me, its crib sheet hell.......
My mate has had issues with his broadband dropping the connection, I had a spare router (DGN2000) laying around and an AP, homeplugs and some other bits and pieces, so decided to set him up a little better and upgrade his 11Mbps wireless DLink Router..... I know they are fine as I just pulled them from my setup having switched to Virgin.
So gets it all setup and we think we have sorted the issue, but apparently not. He can be running fine for hours on end and he drops to a local connection (no internet) or it can do it every 30 minutes, it is completely random. At first I thought it was his DNS, because he simply couldn't browse (internal wireless/LAN connectivity was fine), so after doing the usual F/W upgrades, drivers on his laptop, replaced the ADSL filters etc, just in an attempt to rule things out i discover that while I'm logged on the to the router it drops, syncs and his address changes to a 2.x.x.x, where as previously he had a 78.x.x.x.
I reboot the router, still gets a 2.x.x.x, then eventually picks up the same 78.x.x.x address again and his connection is fine. Naturally I can see there is a routing issue here in the Talk Talk network. It isn't rocket science and it's simple to understand that if he picks up a 2 address he cannot browse. Something isn't right obviously because he shouldn't randomly be picking up two addresses when the DHCP WAN Lease is still active.
He calls Talk Talk, and passes me over to them.....
The initial call center guy was OK, understood what I was talking about but advised I would need to be passed to the Technical Team that can resolve it.....
What a bunch or moronic retarded f**kwits, they just don't listen, or more importantly want to listen.
I ask him if he can first off confirm the VPI/VCI and MUX settings, just to make sure I have then right, he ignores me.
I explain to him what's happening, and what I think it is, he's not listening, blatantly as he tries to interject with some rubbish.
First of all he tries to make out the problem is with the login credentials, I try to explain that if they were incorrect he wouldn't be getting access at all. He makes me recite them back to him and then confirms they are actually correct.....REALLY, i wouldn't have guessed.
I explain to him again what's happening.
He then says he can't see the router if he pings the address, so i explains to him that is because ICMP on the WAN port is disabled and he won't be able to. He then goes on to say ah, it's a router problem then... er no, it's deliberately disabled.
He asks me the make and model, I hear a flurry of keyboard action and he then says, OK, I have a picture can you login to the address 192.168.1.1, i again explain I'm already logged in, and in actual fact thats wrong because I've changed the default address to 0.254.
He still insists I try to login to 192.168.1.1..... dick.
Usual, can you go to here, click this......blah blah....
He tells me again, he can't see the router....
Frustration starts to set in, as I'm not very patient sometimes.......
I explain again, he ignores me and continues to follow the script.
Asks me if I'm on a mobile phone...wtf? and then if I'm using a desktop, laptop or on wireless...
I then try to explain again......
He simply says, well I can't connect to the router, so I'll send you another.
I explain at this point, why he can't connect, why it's secured and in such a simplistic manner that even a 5 year old can understand that there is a problem with their DHCP lease, routing, possible mac address table issue/reservation etc etc....
He then says, "I understand what you mean", but where do i send the router to.
ARGGGGHHHH. At this point I lost it, ranted a little bit about escalation to their networks team and someone that knows what they are doing, he went silent and simply couldn't understand the concept of escalation to the next tier.........
I end's up telling him just to forget it, he quite clearly doesn't understand the issue and passes him back to my mate, they are now sending out a new (pointless) router.................
I ended up telling my mate just move to another ISP, as apparently another mate of his and his father have had the same issues and left.
It's just god damn ridiculous. God help people that don't have any technical knowledge, it's like the blind leading the blind.
God these call centres frustrate me, its crib sheet hell.......
My mate has had issues with his broadband dropping the connection, I had a spare router (DGN2000) laying around and an AP, homeplugs and some other bits and pieces, so decided to set him up a little better and upgrade his 11Mbps wireless DLink Router..... I know they are fine as I just pulled them from my setup having switched to Virgin.
So gets it all setup and we think we have sorted the issue, but apparently not. He can be running fine for hours on end and he drops to a local connection (no internet) or it can do it every 30 minutes, it is completely random. At first I thought it was his DNS, because he simply couldn't browse (internal wireless/LAN connectivity was fine), so after doing the usual F/W upgrades, drivers on his laptop, replaced the ADSL filters etc, just in an attempt to rule things out i discover that while I'm logged on the to the router it drops, syncs and his address changes to a 2.x.x.x, where as previously he had a 78.x.x.x.
I reboot the router, still gets a 2.x.x.x, then eventually picks up the same 78.x.x.x address again and his connection is fine. Naturally I can see there is a routing issue here in the Talk Talk network. It isn't rocket science and it's simple to understand that if he picks up a 2 address he cannot browse. Something isn't right obviously because he shouldn't randomly be picking up two addresses when the DHCP WAN Lease is still active.
He calls Talk Talk, and passes me over to them.....
The initial call center guy was OK, understood what I was talking about but advised I would need to be passed to the Technical Team that can resolve it.....
What a bunch or moronic retarded f**kwits, they just don't listen, or more importantly want to listen.
I ask him if he can first off confirm the VPI/VCI and MUX settings, just to make sure I have then right, he ignores me.
I explain to him what's happening, and what I think it is, he's not listening, blatantly as he tries to interject with some rubbish.
First of all he tries to make out the problem is with the login credentials, I try to explain that if they were incorrect he wouldn't be getting access at all. He makes me recite them back to him and then confirms they are actually correct.....REALLY, i wouldn't have guessed.
I explain to him again what's happening.
He then says he can't see the router if he pings the address, so i explains to him that is because ICMP on the WAN port is disabled and he won't be able to. He then goes on to say ah, it's a router problem then... er no, it's deliberately disabled.
He asks me the make and model, I hear a flurry of keyboard action and he then says, OK, I have a picture can you login to the address 192.168.1.1, i again explain I'm already logged in, and in actual fact thats wrong because I've changed the default address to 0.254.
He still insists I try to login to 192.168.1.1..... dick.
Usual, can you go to here, click this......blah blah....
He tells me again, he can't see the router....
Frustration starts to set in, as I'm not very patient sometimes.......
I explain again, he ignores me and continues to follow the script.
Asks me if I'm on a mobile phone...wtf? and then if I'm using a desktop, laptop or on wireless...
I then try to explain again......
He simply says, well I can't connect to the router, so I'll send you another.
I explain at this point, why he can't connect, why it's secured and in such a simplistic manner that even a 5 year old can understand that there is a problem with their DHCP lease, routing, possible mac address table issue/reservation etc etc....
He then says, "I understand what you mean", but where do i send the router to.
ARGGGGHHHH. At this point I lost it, ranted a little bit about escalation to their networks team and someone that knows what they are doing, he went silent and simply couldn't understand the concept of escalation to the next tier.........
I end's up telling him just to forget it, he quite clearly doesn't understand the issue and passes him back to my mate, they are now sending out a new (pointless) router.................
I ended up telling my mate just move to another ISP, as apparently another mate of his and his father have had the same issues and left.
It's just god damn ridiculous. God help people that don't have any technical knowledge, it's like the blind leading the blind.
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