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A horrible experience with ISP tech support.

  1. Mar 14, 2012 #1

    turbo

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    My wife wanted a laptop, and she got a nice bonus this year, so I bought her an ASUS. After checking for compatibility issues, I also ordered a wireless DSL modem/router. I stayed with Actiontec because that's the brand my ISP provides. I tried to Auto-Config the modem with no luck, so I called TDS tech support for some guidance.

    [Rant]The tech said "Why did you buy a wireless modem?" as if I was an idiot. I explained that when the wireless ADSL modem that TDS supplied died, they refused to replace it with another wireless-capable modem. Instead they sent me some little featureless piece of crap about the size of a deck of playing cards with a single Ethernet port.

    He said "That doesn't sound right." and when I insisted that that was exactly what customer service foisted on me, he got all bristly and rude. I asked him to confirm the user-name and password that I had used with that first wireless modem and he refused because I didn't get a TDS wireless modem, which his company refused me when the first one failed. Next, he told me that TDS doesn't support Actiontec wireless modems (compatibility issue) and I would have to get another modem instead. I told him that it is pretty odd for the ISP to standardize on a modem brand and not provide compatibility for most if not all of their products. Also, since I had already tried to auto-configure the modem, I didn't want to go mucking around with manual configurations/selecting ISPs from a list in case re-configuring caused more trouble. He said that I'd have to call Actiontec if I wanted any help. Instead, I looked at the configuration options (instead of spending more hair tearing time on the phone) and found out that indeed TDS is on the list of ISPs that support Actiontec wireless modems, so I dove in and did an ISP-specific configuration. Worked like a charm.

    I wanted to kill that "support" guy, and wonder why he didn't know that TDS ADSL is compatible with Actiontec wireless modems, or perhaps he was too lazy and wanted to get rid of me, or was too greedy and wanted to score an order for an "approved" modem. In any case, I am not a happy camper, and wish there was a 2nd or 3rd phone service provider up here. [/Rant]
     
  2. jcsd
  3. Mar 20, 2012 #2
    Wow, that sucks.
     
  4. Mar 20, 2012 #3

    turbo

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    Terrible! When TDS customer support followed up regarding slow ADSL speeds, I complained to them about the lack of support, and got responses that were incredulous at best. One lady said "Why wouldn't he help you?" That's what we do? I had no answer.
     
  5. Mar 20, 2012 #4

    Mech_Engineer

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    Time to get FIOS or cable. They won't give you good customer support if they think you're stuck with them no matter what.
     
  6. Mar 20, 2012 #5

    turbo

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    No cable out here, ME. We are 'way out in the woods. That customer "support" jerk could have helped me configure this modem/router in seconds, but he didn't. Instead, he stonewalled me because I didn't buy/lease the equipment from TDS. I'll remember this treatment in the future and if other broadband options come available, I'll probably switch.
     
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