On 21/06/12 18:32, Rob Malpass wrote:
Hi all
Slightly ot but something we all have to do at some point... I ask in
all honesty - could / should any ISP have been able to do more for me
in my situation?
Tonight I contacted Zen because (having only had my connection
activated a couple of days ago) I returned home to find no
connection. Restarting the router fixed it but, just to be sure, I
checked the logs thinking it might be to do with "training mode". As
it's a new router (supplied by Zen) I'm not that familiar with all of
its' log "speak".
I rang tech support to find out why it had dropped the connection. I
was told that:
a) they couldn't tell me why the connection had dropped
b) the logs had contained entries around the time of the drop for
"Firewall rules modified" which worried me slightly. I would have
thought that only I, as admin, could modify my firewall rules. When
I asked him about this he said Zen didn't support the router (even
though they supplied it!) and he couldn't explain what rules were
modified or why.
It's probably coincidental that he sounded like a right lazy so and so
but to be honest, I expect better from Zen.
I'm not that much in a huff because all is well that ends well - I
have a connection - but I'm more surprised than anything. Zen are
usually brilliant for customer and tech support - so don't want to see
standards slipping - but similarly I don't want to hold them up to too
exacting a standard.
Cheers
Rob
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I have recently had a similar problem with an ADSL for work (business
class), it came with a router. I got a phone call on a Sunday morning
from the branch in Newbury saying line had dropped (I was home in
Bournemouth), when I contacted the ISP customer support I was told that
apart from resetting the circuit. They would not be able to do anything
until such time as I was on site and had tested the line with a phone,
changed the adsl filter and swapped the router. In regards to the
router, despite supplying the router they would only support the wan
side setup nothing else.
I took the matter up a few days later with the customer support manager,
it would not of mattered even if I had bought one of their offered
routers (Draytek and Cisco I think were offered) they would still only
support basic wan side setup and nothing else. I was particularly
annoyed by this as the service had been purchased as the site is remote
to me and I wanted as much help from the ISP in the event of a line failure.
In regards to Zen (the above ISP is not Zen) I had a ADSL from Zen
several years ago, I went with them based on the comments of there good
customer service. Unfortunately the one time the line fail (again remote
to me) I got the same inactions as above, Change the filter and the
router first and if that is still a problem we will contact BT. Fault
turned out to be a broken line coming into the building so I would of
had to spend my time and money before Zen would call out BT to resolve
their line fault. I moved away from Zen at the end of the contract
Tim
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