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DavyB · 12-02-2006, 09:15

I've been a BY customer for going on 4-5 yeards and so far I have to say that I've been relatively satisfied.

I've read all the posts here and elsewhere about the poor service sometimes experienced when dealing with telephone support and thought it was all a bit tongue in cheek.

However, last night I experienced this phonomenon for my myself and how!!!

The problem: Can't get connectivity

The symptom: Scientific Atlanta DPX110 modem, 10meg connection. Modem has power light, PC light, NO cable light and Status light blinking.

Internet working perfectly at 1100hrs yesterday, then at 1930hrs - no connection possible.

There are no 'outages' in my area I'm told and after 1hr 30 minutes on the phone to BY "support" being told to reboot my Pc, reboot my modem, ipconfig /release; ipconfig / renew. Then remove the ethernet and connect through the USB, no joy. Re-install the Usb drivers - still no joy. Finally 'Reg' is starting to clutch up the "Your computer probably has some fault which I can't advise you about" straw.

All through this process 'Reg' was putting me on hold, obviously going away to ask his mates what to try next!! The last time I was holding for approx 20 minutes with nothing but a dead phone line for company, not even garbage musak to keep me company.

It'll be no surprise that, slightly frustrated at lack of progress and thinking there is the possibility that I have been cut off, I hang up and call BY support back.

This time I get to speak to rather surly sounding individual called Danny.

I explain to him in concise and calm terms the crux of my problem and that I have been dealing with 'Reg' for 90 minutes with no progress. I politley ask him to refer an engineer to my home address to remedy the problem.

Danny then utters the fact that without going through his 'troubleshooting' screen we will not be able to proceed. Not, let me connect you with 'Reg' again, not sorry not anything.

Hows that for BY customer care?

The kicker is that this morning I wake up and find the internet connection restored to full working order.

12-02-2006, 09:15	#1
DavyB Inactive Join Date: Nov 2005 Posts: 3	Blueyonder "Support" I've been a BY customer for going on 4-5 yeards and so far I have to say that I've been relatively satisfied. I've read all the posts here and elsewhere about the poor service sometimes experienced when dealing with telephone support and thought it was all a bit tongue in cheek. However, last night I experienced this phonomenon for my myself and how!!! The problem: Can't get connectivity The symptom: Scientific Atlanta DPX110 modem, 10meg connection. Modem has power light, PC light, NO cable light and Status light blinking. Internet working perfectly at 1100hrs yesterday, then at 1930hrs - no connection possible. There are no 'outages' in my area I'm told and after 1hr 30 minutes on the phone to BY "support" being told to reboot my Pc, reboot my modem, ipconfig /release; ipconfig / renew. Then remove the ethernet and connect through the USB, no joy. Re-install the Usb drivers - still no joy. Finally 'Reg' is starting to clutch up the "Your computer probably has some fault which I can't advise you about" straw. All through this process 'Reg' was putting me on hold, obviously going away to ask his mates what to try next!! The last time I was holding for approx 20 minutes with nothing but a dead phone line for company, not even garbage musak to keep me company. It'll be no surprise that, slightly frustrated at lack of progress and thinking there is the possibility that I have been cut off, I hang up and call BY support back. This time I get to speak to rather surly sounding individual called Danny. I explain to him in concise and calm terms the crux of my problem and that I have been dealing with 'Reg' for 90 minutes with no progress. I politley ask him to refer an engineer to my home address to remedy the problem. Danny then utters the fact that without going through his 'troubleshooting' screen we will not be able to proceed. Not, let me connect you with 'Reg' again, not sorry not anything. Hows that for BY customer care? The kicker is that this morning I wake up and find the internet connection restored to full working order.