Posted by MarkB_MI on September 25, 2011 at 18:29:03 from (32.178.9.122):
In Reply to: O/T Update......... posted by Goose on September 25, 2011 at 16:32:03:
A few months back I was surfing the web and I lost my internet connection on my AT&T 3G USB modem. I did the usual routine I follow: unplugged it, plugged it back in and reconnected. The modem showed the two solid lights indicating a connection, but I couldn't ping anything. Traceroutes seemed to stop after a couple of hops. Neither my home Linux machine nor my Windows laptop would work.
I kept trying of and on for a day or two before I called AT&T and worked my way through to their customer support help desk. Knowing they don't support Linux, I reported it as though it was only my Windows laptop that had the problem. The support agent kept insisting it was my laptop. Following her instructions I ended up completely uninstalling the drivers, which (as I explained to her upfront would happen) left the laptop dead in the water, since the Windows 7 drivers couldn't be reinstalled without a working internet connection.
I then explained to the agent that it didn't work on my Linux box, either. She immediately jumped to the conclusion that the modem was bad, despite my suggestions that the problem was in their network, and that maybe they should check things out on their end. She shuffled me off to someone who was going to sell me a new modem, the catch being that I had to sign up for another two-year committment. Given that I only had a couple of months to go on my contract, I told her to forget that.
The next day I reinstalled the drivers on the laptop at work, and the modem now worked just fine. I left it on for the drive home, and found that it worked just fine the whole way home, UNTIL I got to the tower closest to my house, where it dropped the connection. I then drove back an forth a couple of time, and you could see that when it got in range of my tower, it lost the connection.
I called AT&T back again and explained the situation to them. It took a couple of days after that before they finally fixed their problem.
It seems that their service desk agents are taught to assume that the problem is always on the customer's end, because they sure don't take any steps to confirm that their equipment is working.
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Today's Featured Article - Listening to Your Tractor - by Curtis Von Fange. Years ago there was a TV show about a talking car. Unless you are from another planet, physically or otherwise, I don’t think our internal combustion buddies will talk and tell us their problems. But, on the other hand, there is a secret language that our mechanical companions readily do speak. It is an interesting form of communication that involves all the senses of the listener. In this series we are going to investigate and learn the basic rudimentary skills of understanding this lingo.
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