Welcome to another (lack of) customer service diatribe.
Or as I like to call it: Dan O’s rant #743.
A week ago this past Sunday, on June 11, I was watching Netflix around 2pm
when it went into a never ending buffering that wasn’t buffering
anything. I go check the modem and it’s cycling through trying to
reconnect. I powered it and my router down; powered the modem back on;
still no connection. Unplugged the modem again and went back out and
started watching a DVD.
After a movie, I tried the modem again
and still no connection. Called the cable company GLWB, which I’m pretty
sure stands for Great Lengths Without Broadband, and left a message
figuring they were having an outage in the area. Went out and mowed the
lawn and when I came back in and plugged the modem in it connected.
Cool. Problem solved. Until a couple hours later.
gain-off again continued throughout the next 2 days. So, on Tuesday when
I got home from work I called again. No they weren’t having any other
reports in the area and they’d send someone out as soon as possible. I
had no clue that meant it could be days.
Wednesday night and
Thursday it was still connecting periodically. Which is to say, it was
disconnected more often than connected. At least during our waking
hours. Who knows what it was doing overnight. So, Thursday afternoon I
called again. That’s for the 3rd time for those keeping score. By this
time, since I had done a little checking into the connections and such, I
was convinced the modem was flaking out. That’s a technical term we use
in the electronics biz. ;)
So, when I inquired on whether not anyone had been out to check my
service yet and was told no but, they would be out on Friday, I
mentioned that I was pretty sure the modem was at fault.
first they’ll check the outside and verify whether it’s out there. Then
they’ll call the office to let us know and if they need to come in we’ll
give you a call. He'll have a modem with him so he can swap it out if
that's the problem”.
Really? Service guy can’t just come to the
door and ring the fucking doorbell? (I only said this in my head. See,
I’m not as grumpy as you may think.)
I said, “Good. Will they be here in the morning or afternoon so we can watch for them.”
“It will be sometime after 11am.”
Ah, narrowing it down to a 6 hour window. Nice.
“O.k., we’ll be sure to be here.”
We stayed home all day Friday and every time I heard a vehicle door I
got up to see if it was the We’ll-get-to-it-when-we-can-service-guy.
5 o’clock came and went. The internet was still coming and going.
Saturday morning, Mrs. Dan O said, “The internet is down, you should call them.”
“Nope. I’ve called them 3 times. We’re just not going to pay for however many days it takes them to fix it.”
So, she called and was told they were out on Friday and discovered
everything outside was good and the problem was inside. No explanation
for why there was no contact with us initiated by them.
They promised to be here Monday (June 19) between 9 – 11am.
It was then that I decided bullshit. I know it’s the modem. So, I
disconnected the modem, took it to the office, set it on the counter and
said “I want a new modem.” The young guy (I’ve been an electronics
technician longer than he’s been breathing) behind the counter grabs it
and says, “Let me go test this one first.”
“No. That won’t do any good. It’s an intermittent problem”
“Oh, well then it’s more likely to be the cable or something else.”
“No. you guys checked everything outside and said it was fine.“
“It could still be the cable or a splitter.”
“No. You guys replaced the inside cable and the drop to the house 2 to 3
years ago and there isn't a splitter inside on an internet cable.”
“Well, the cable can go bad in 2 –3 years.”
“An inside cable? Not so much. Just give me the new modem. If I install
it and it fixes the problem, we’ll call you Monday morning and cancel
“Well, you should keep the appointment. It could still be something else.”
In my head: Oh, BULLSHIT! There’s only the cable and the modem and my
experience tells me it’s the modem which IS the only. other. "something
“Fine. Give me the new modem.”
Came home and installed the modem around 10:30am. Saturday. Internet has been up without fail since.
And no one from GLWB showed up or called on Monday. Or since.
Great customer service and techs you’ve got there
The New Civil War
15 hours ago