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Originally Posted by Ignition
LOL
It does beg belief when they force you to go through all that gack even though the modem quite kindly informs you where the fault lies due to the 'cable' light being off.
They should of course also have remote diagnostics which will show your modem to be offline.
I hope mate that this is a one off and isn't the standard process. This kind of incompetence or bad process is a waste of customer and Telewest's time.
What would be really really revolutionary is if when a call is made to cable modem support the support tools do a quick query to see if the modem is actually connected and a bit of polling while the agent is verifying your details. Wouldn't that save SO much of the customer and therefore the support agent's time, meaning happier customers and more productive worker, rather than blindly following a troubleshooting sheet.
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As a BY 1st line tech I understand your point but you also need to be aware
there are various other ways to "fix" a flashing cable/status light.
For example on a Surfboard modem you have four green lights which mean the same as the single cable/status light on the scientific atlanta modems.
And as each light has a specific meaning on the way to connectivity.
it is also worth noting that although some customers may have some tech knowledge we have a basic diagnostics routine we follow to ensure there are no other issues causing the problem. This includes checking for network issues and sending updates to and rebooting the modem.
We also have software which allows us to talk directly with the modem but only if the cable modem is online. If the issue needs it we will raise this to our 2nd line for a callback or book a tech. this is not intended as a rant but merely to show that there is more going on when we ask you a question than just checking your address
