Reply to post: Re: An incident like this..

Re: An incident like this..

I used to have CenturyLink DSL. One time my support call was something like this:

(10 minute wait, then)

Me: I'm having trouble getting my external modem to connect. I think it's noise on the line.

Tier 1: What? It's hard to hear you over the noise on the line.

Me: (Repeat myself, then) The modem's DSL and Internet lights are off. I've restarted the modem, with no effect.

Tier 1: I need to you restart your computer.

Me: The lights are out on the MODEM. Rebooting my computer won't help.

Tier 1: I need you to restart your computer anyway.

Me: Fine.

(Five minutes waiting for the computer to reboot)

Me: Nope, same issue.

Tier 1: I need you to restart the modem.

Me: I already did, no effect.

Tier 1: I need you to restart the modem anyway.

(Five minutes waiting for the modem to connect.)

Me: Nope, same issue.

Tier 1: I have to transfer you to tier 2. Please hold...

Tier 2: What's the trouble?

Me: Modem DSL and Internet lights are out. Restarting it doesn't fix it.

Tier 2: I hear some serious noise on the line. Do you know how to get into the modem diagnostics?

Me: Yes, already there.

Tier 2: Read me line (x) on page (y).

Me: (Series of hex digits)

Tier 2: Wow. No wonder - WAY too much noise. We'll dispatch a tech to fix it.

They ended up running a new phone cable, which dramatically improved it. (Except for the 60Hz hum, probably caused by putting the phone pedestal 6 feet from the neighborhood transformer.)

How can I talk to Tier 2 to start with?