Quote:
|
Originally Posted by jonbr
I've even had one support person refuse to talk to me because I was not at home to help diagnose the fault!
|
As Paul says, it's not entirely unreasonable for them to expect you to be sitting by the computer. If you phone up reporting a dead connection, at some point, they may have to eliminate the PC (which they won't have access to).
Also, if the connection is dead, they may not be able to access your connection at all, and any remote diagnostic systems they have would fail. Similarly, if they try and reboot the modem, that may fail.
There is a limited amount the CSR can do from their end. They need you at home so you can verify things like the modem is plugged in properly, and the lights are showing.