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What Else Were They Supposed To Do?

, , , | Right | CREDIT: ICantTakeItAnyMore10 | January 11, 2022

I used to work for a TV, phone, and Internet provider a good ten years or so ago.

It was one of the best places ever as management didn’t really care and we could get away with all sorts, within reason. To avoid calls going to managers, if a customer requested to escalate, we’d just grab the nearest available agent to take over the call. I remember this one I was asked to take that I enjoyed immensely.

The guy has called for a simple request but point-blank refuses to go through any security questions.

Agent: “I can escalate the call, sir, but the manager will also ask you to go through security before he talks to you.”

The headset gets passed to me.

Me: “Hi, you’re speaking to a manager. Can I start with your account number, name, and address, please?”

Customer: “As I told your subordinate, I am not giving that info. You already have it in your computers.”

Me: “Well, we have no details in front of us. Are you going to provide your account number so we can look up your file?”

Customer: “No, I will not.”

Me: “Then we can’t help you. Goodbye.”

I disconnected the call. I was only in that call center for two years, but it was the best two years in a call center ever.

Ping And Intelligence Level Are Not Necessarily Correlated

, , , , | Right | CREDIT: Amoridan | November 13, 2021

I work for a large-scale ISP in the United States. I work on anything residential, but I also offer technical support for small businesses and enterprises. This happened around a year ago. I work in the chat department, and I got a chat.

The guy chatted in, gave his details, and stated that he was having speed issues. I looked at his modem. Everything looked fine, so we decided to run a speed test. The speed test indicated that he was getting great speed and had a ping of 10. With modems, any ping from 5 to 50ms is considered great.

Customer: “But I’m lagging in my online games.”

He was hard-wired from his Xbox into the modem. We ran speed tests on the Xbox, as well, and it was showing very similar numbers to what we were getting with his PC.

Me: “There shouldn’t be an issue. You should try rebooting the Xbox or taking it to Microsoft since it’s a third-party device.”

Customer: “No, your connection is the issue, not my Xbox. I want higher ping!”

I explained to him what higher ping would do and that it would make the lag worse, but he didn’t believe me; he was going off what his friends were telling him. I get that in some games, lag can actually help (extremely rare).

Customer: “If you don’t give me higher ping, I’m leaving your company.”

Me: “Would you like to be on a lower plan that will make your ping higher?”

Customer: “Yes!”

We got him from 250mbps download and 10mbps upload to 50mbps download and 5mbps upload. We tested his connection and there was a higher ping due to the number of devices connected. He thanked me, told me I should get a raise, and hung up.

To this day, I still check up on that account every month or so and he has yet to change his speed back to the speed he had before. I guess all he wanted was higher ping after all.

You Catch More Flies With Truthful Honey

, , , , | Working | September 15, 2021

Yesterday, I got a postcard from a “beam” Internet company that deals with rural areas. I have DSL, and while slow, it’s dependable and cheap (for around here) and streams movies and allows most/all Internet stuff.

But this postcard was offering FIFTEEN TIMES the speed for the same price! It looked AWESOME! I decided that I’d give them a shot and pay them for a few months without cutting the DSL to make sure that they were above-board and stable.

I filled out paperwork online. They wanted my name, address, phone number, etc. One question was, “How do you want to be contacted? Email or phone?” I chose email because I hate dealing with voice and I like that email leaves a paper trail. 

Thirty seconds after I hit “submit”, my phone rang. The caller ID said it was the beam Internet company. 

I was torqued. 

Representative: “Did you just submit an inquiry about our service?”

Me: “Yes, I inquired and I specifically stated to contact me by email.”

Representative: “For the initial setup, it has to be voice.”

Me: “I’m no longer interested. If you are going to lie when trying to get customers, what happens next?”

She was surprised and seemed shocked that I wouldn’t talk to her after being deceived. Don’t tell me that we will set this all up online and then call. They haven’t tried calling back, though. 

I’ll stick with my slow-but-very-steady $64/month DSL.

CopyWrong

, , , , | Legal | September 2, 2021

Once upon a time, I got a letter from a copyright troll “threatening” me — it was carefully worded NOT to meet the legal definition of a threat, but yeah, it was a threat — with a lawsuit for copyright infringement I hadn’t committed. I even checked the provided IP address against my own logs and found that it didn’t match with any of the IPs I’d had with the ISP I had been with since before the time of the alleged infringement.

I contacted them, and they told me they were absolutely certain I was guilty and that I should pay up the €800 they were demanding as compensation. I told them I was not going to pay compensation for something I didn’t do. I posted my story on social media, instead. The troll contacted me again about being aware of my social media posts on the matter, hinting at taking separate legal action because of it, I just laughed because it’s not libel if it’s true.

I filed a formal request with my ISP for a complete record of the IP addresses I had had in my time with them so that if the copyright troll tried to take me to court, I’d have documentation to prove my innocence.

The law regarding this sort of request defines, in detail, the manner in which the request must be done — which I complied with to the letter — and what the options for the personal information registry owner are; either the ISP provides the requested information free of charge, or they reply with a written letter detailing their reasons for not complying with the request. I got neither. Instead, I got an email telling me they “didn’t consider” my IP address history to be the kind of information they are required by law to hand over free of charge, but that they were happy to provide the information I had requested for a price of something like €50 per hour of work compiling the information, a minimum charge of half an hour.

I called them and the representative I talked to said the email was correct. When I mentioned how the consumer protection ombudsman had stated that it actually WAS the kind of information an ISP must hand over free of charge.

Representative #1: “Well, that’s just an opinion.

No, it really isn’t. The closest it is to an “opinion” is in the sense that a supreme court ruling is “an opinion.”

Me: “Are you saying you refuse to hand over the information as required by law?”

Representative #1: “No, nothing like that. We are more than happy to provide the information, for a price.”

I hung up and went on social media, telling about my experience with their illegal behavior and tagging the ISP in the post. A week later, I received an email from high up in the ISP’s food chain.

Representative #2: “We have changed our policy regarding your kind of information request. If you still want this information, we can have it mailed to you in a few days.”

Naturally, I said yes and got something like fifty pages of IP logs in the mail. As I already knew, none of the addresses matched with what the copyright troll had claimed had been my IP address at the time of the alleged infringement.

However, the copyright troll never bothered me again after I got a government-paid attorney to write a letter to them on my behalf.

I am with another ISP now. My only regret is that, while the reps I dealt with on the matter above broke the law, for the most part, their customer service was better than my current ISP’s. Then again, my current ISP is well-known for defying market court rulings requiring them to hand over names and addresses of their customers to copyright holders, meaning even if I did do that sort of thing, for the foreseeable future the copyright trolls will never get my personal information again.

I’m Not A Someone

, , , , | Working | CREDIT: NinjasWCandy | August 9, 2021

I work for an Internet service provider assisting sales agents with order entry issues.

Me: “Thanks for calling ISP. This is [My Name]; how can I help?”

Representative: “Hi. I’m entering an order, but it’s not letting me waive their tech installation fee.”

Me: “What services are they ordering?”

Representative: “Only Internet.”

Me: “Ah, for the tech install to be waived, they need to purchase TV services as well as Internet. The fee, in this case, cannot be waived, so the customer will have to pay $49.99.”

Representative: “Is there someone I can talk to?”

Me: “You’re talking to someone right now.”

The representative hung up.