Okay, so I’m on the phone with SBC DSL Tech support/billing. Well, here’s the situation…I ordered the 768k/256k ADSL service. The download is about 1.2 Mbps, but the upload floats between 90 - 120k…obviously not what I paid for.
Okay, so I get on the phone with support and I tell “Karen” the problem.
She tell me that she needs to preform a “special test” called “ping”.
Right…
So she tells me that it returns 100%, so everything must be ok…
Ummmkay…so I decided to give her a quick networking tutorial…how, even if a ping returns 100% that it is refering to the “packet loss” and that only will tell you if the line is saturated. Okay, she tells me that she needs to talk to her supervisor…Ok, fine…
She comes back…sorry, we can’t do anything and that the “upload” of 256k is a “MAX” upload and that the range is 128k - 256k.
Huh? I tell her that I’m paying for 256k upload, and that’s what I expect. After listening to her obviously pre-canned responce, that the website where I ordered service didn’t say anything about a “range” or “max speed” (except for the download. Well, okay…she said I need to take it up with the billing department. I tell her the website said nothing about this…she said that they’re docs say that it is a range. I told her that the website is not displaying correct information…she says no. Ummmkay…
Enter “Bill” for the billing department, I explain the issue, and he says the same thing. They give me the pre-canned response…however, “Bill” does suggest several OS tweaks. He’s actually much more helpful than Tech support. He sends me back to support (PC support…I’m on a Mac).
Enter “Pam”. I tell her the issue, and tells me that she cannot help with a line test becuase I’m using a Mac…
WHAT THE HELL DIFFERENCE DOES IT MAKE…IT’S NOT AN OS ISSUE!!!!!!!!! So “Pam” insists that she transfer me.
Enter “Reggie”…he asks me to run a test and report the resuts. He doesn’t belive me. AHHHHH!!!!!!!!! So finally “Reggie” and I come to an agreement that I am in fact telling him the truth. So finally “Reggie” asks if I know the difference between upload and download, and the download is what I need to care about. ACTUALLY, I want the fast upload…I work on a lot of websites…and so I upload alot. So, after that little adventure in to “Stupid Tech land”, Reggie tells me that they don’t guaranty ANY speed up or down. That registered about a 9.5 bullshit scale. Sooooo…they just have different tiered plans for us morons who don’t know any better.
So after discussing that with “Reggie” he tells me that my speed is affected by the distance between the CO and my house, and I am too far away from the CO.
Okay, I’ll bite… “so how far am I?”
[Reggie]: I’m sorry we don’t keep that information in our records.
WTF…you tell me that is the problem, but you don’t actually know how far I am from the CO?!?!?!?!
I hung up on him….
More to come later in my adventures into “SBC Yahoo! sucks land”