- Joined
- May 14, 2002
- Posts
- 87,529
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We were staying at my girlfriends aunt and uncles house in Penrith 45 minutes out of Sydney for 2 weeks. When we arrived they were expecting to have their Optusnet DSL up and working they'd cancelled dialup and they figured DSL would come in handy for us to check emails etc while we were there. The first week we had no DSL. At dinner one night her uncle mentioned it and said if you work for a DSL company maybe you can help. I'm not in the technical side at work but I have a fair amount of experience on hold with CS on install type things so I got involved.
We straightened out a few things on how he hooked up the modem but still couldn't get the DSL to work. Finally his wife called Optus and gave the phoe to me. 45 minutes on the phone with Bangalore and they decided to send out another modem. 2 days later we installed that, still no DSL.
They escalated it this time to a manager who did a few tests. The first test was to ask me if the landline worked since DSL wouldn't work if the landline wasn't good. I informed him I had CALLED him on the landline so if he was hearing me I assumed that it worked! About 10 minutes later he transferred me up the ladder and the new guy mentioned they were escalating it and I should expect a call in a few hours, if I wanted to check status of the service ticket I could do so online. I said "if I could do that I wouldn't be on the phone with you now would I?"
About 4 hours later they called to have us check and voila DSL worked. They claimed the problem was that the initial setup of the modem we had entered the password incorrectly. In fact THEY did, they sent us a paper that had the login and password, we entered it correctly but when they registered the modem they included @optus.net in the login but it's not in the login on the sheet they gave us. Apparently after all that they simply had to reset that information so the modem could connect.
They were extremely polite but I've never had a company TWICE ask me questions that were so obviously clueless, yes the phone works I'm talking to you on it now, no I can't check status online because the DSL doesn't work capiche?
We straightened out a few things on how he hooked up the modem but still couldn't get the DSL to work. Finally his wife called Optus and gave the phoe to me. 45 minutes on the phone with Bangalore and they decided to send out another modem. 2 days later we installed that, still no DSL.
They escalated it this time to a manager who did a few tests. The first test was to ask me if the landline worked since DSL wouldn't work if the landline wasn't good. I informed him I had CALLED him on the landline so if he was hearing me I assumed that it worked! About 10 minutes later he transferred me up the ladder and the new guy mentioned they were escalating it and I should expect a call in a few hours, if I wanted to check status of the service ticket I could do so online. I said "if I could do that I wouldn't be on the phone with you now would I?"
About 4 hours later they called to have us check and voila DSL worked. They claimed the problem was that the initial setup of the modem we had entered the password incorrectly. In fact THEY did, they sent us a paper that had the login and password, we entered it correctly but when they registered the modem they included @optus.net in the login but it's not in the login on the sheet they gave us. Apparently after all that they simply had to reset that information so the modem could connect.
They were extremely polite but I've never had a company TWICE ask me questions that were so obviously clueless, yes the phone works I'm talking to you on it now, no I can't check status online because the DSL doesn't work capiche?
