I believe ISPs find out my job title and spend extra support time with me just to see how long it takes for me to snap.
Something in the way I call in must say to the tier one specialist, "I work with computer systems and network equipment all day. If possible, please speak to me as though I know nothing."
I'm trying to set up an internet account at TG's apartment. She already has cable for free but no internet. I volunteered to have it in my name and get it all set up. Time Warner had a special so I called. After paying a deposit (don't ask) we got the equipment for a self install. It's super easy and stupid if you don't. You get the cable from the wall to the modem, modem get your network cable to the wireless router, done. Some times you'll need to configure your wireless but that's a different story and there's easy software for that. The communication between the wall, the modem and the wireless should be a no-brainer, unless there's a problem.
And there usually is. Why? Because I work in IT, so there will be a problem.
I get everything connected and of course it doesn't work. Laptop sees the wireless, but gets no outside connectivity. (I hate saying "I don't have the Internet" or "I can't connect to the Internet." It's semantics but it drives me nuts. Sadly it's the only thing even level 1 support people understand.) I'm unable to reach outside addresses. After doing the regular troubleshooting on my own I call support.
First thing is they can't find my account. I'm already tweaked about the connectivity, now I'm double spiked about the account info. Finally they are able to find it and it's because a different phone number was listed. I called from my work number and despite giving them my cell number as the MAIN ACCOUNT number, they put in my work number anyway. Okay, sorted, no problem. Now let's look at this problem.
Can see your modem from where you are?
I'm going to stop and say that I understand why tech support people do this. I'm sure there's a large slice of the pie chart that leaves things unplugged, loosely connected, soaking in the fish tank, set on fire or otherwise unable to function. I'm not them, but I don't know how to tell them without making me look like a PowerDouche 4500. So after trying to explain my circumstance and what I've already done, I just shut up and let them read their script.
Yes I see the small black box with the flashing green lights.
Okay I've checked all the connections.
Yes it's plugged in.
No oddly after those three steps I still can't get to the Interwebs.
The first guy at the local Time Warner office here in Austin, was nice enough though I had a feeling he was on the 9pm to 6am shift for a reason. After running 2 hours of trouble shooting (mostly involved with me rebooting my laptop, which takes 59 minutes each time) he decides it's a software problem. It may also be the memory. And you should try taking the battery out and tightening all the screws.
Okay thanks dude.
I give up for the night because my head hurts from all the dumb. The next day is too busy and we aren't done till late so I don't even try. Today at lunch I get on chat because I mainly want to find out what's wrong with my account and why they can't find it. I had no intention of troubleshooting mainly because I didn't think anything would come of it. I'd already resigned myself to calling for a tech to come out or just bring the modem back to the local office and get a replacement. But, while I was on the Time Warner Grand Help Chat You Save Time, Go Fun! I decided to actually mention my problem. Here's what follows (edited for personal information.)