Quote:
Originally Posted by Nopanic
When the 30Mg order has been completed it would take a change of billing codes to get a customer back to 20Mb. Something a tech support agent shouldn't be doing.
Also the original modem will have been removed from the system and if done correctly, completely removed from the database that holds the devices. This means putting it back on becomes a royal pain.
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It eventually took a maximum of 5 minutes to complete once it was finally agreed it was possible. I had asked on at least 3 previous occassions for the old modem to be reactivated and been told "it can't be done", not "it's difficult", or "I can't do that".
It was only when I began saying that I wanted an explanation as to why it couldn't be done and then requested a downgrade that I got somewhere.
I really don't care if it's "royal pain".
Quote:
Originally Posted by Masque
We do not have the permissions to do that on an account only Customer Services can do that so anyone requesting a downgrade would be transferred to them.  |
No they will be told it can't be done when they ask for their old modem to be reactivated. If they really push they may eventually get it done.
The agents will not at any time suggest this as a solution.