Vista or Not

[tw]

Originally Posted by mbpark

Comcast's approach is that the hardware is cheap and replaceable. They'll swap out modems without doing proper signal tests until they fix the problem. This happened to my sister. Someone put a nail in the wall and nicked the wire. Comcast had to come back at least three times to fix the issue, and it was after they ran signal tests at the location that they finally figured it out. This was after three cable modems as well.

Verizon, on the other hand, has better testing tools and methodologies because they've been doing this for a century. When they fix a signal problem, it doesn't take three times and three hardware swaps.

Well Verizon's response is true when you finally get the lineman. But Verizon DSL tech support (according to the linemen) get bonuses when they don't roll a truck.

The wire clearly was broken. Westell reported signal stengths of 0 and worse dB. Repeated calls to Verizon - and they had the cutomer swapping ethernet cables. Told what the dB was, they did not want to know. Reality was not important. They had this procedure which only resulted in all ethernet cables screwed up.

Furthermore, after five day, when Verizon said a truck was being rolled, they lied. So I got a supervisor who then threatend $60 and $120 service charges. Yes, those charges exist when the problem is on customers wire. But I was making a connection direct to their wire - at the NID. Therefore the problem was 100% on his wire. So they said service could not come out for two day. In reality, he was taking revenge and never dispatched a single truck. Again, their intent is to eliminate truck rolls for increase bonuses.

Eventually I got someone on the day shift. Truck arrived at 9 AM next morning. He found the broken wire. Signal strength increased by almost 20 dB - all problems solved.

Yes, if you can get a patriot - someone who knows even minimal science - then Verizon works real good. But when I get a customer service rep with an American accent, then too often a technical grasp is missing.


Meanwhile, Westell modems can be flashed. Dell even warns about some early Westell modems with firmware that must be updated a software bug discovered by Dell.

[Kitsune]

Originally Posted by tw

But when I get a customer service rep with an American accent, then too often a technical grasp is missing.

Their turnover rate would explain this -- it is around three months or so. Training rooms are full on a daily basis, but always with new employees. They're pretty much trained to enter tickets and read from a troubleshooting script, nothing more.

[mbpark]

tw,

What I meant is that you can't find newer firmware for the Verizon-specific devices.

Thanks,

Mitch