[nflug] ISP troubleshooting from a TW employee's point of view

[Tony E - Jaraeth]

Daniel V wrote:
> I can understand the customer's point of view.
> 
> I've asked management about some of these concerns (I
> mentioned this forum).
> 
> I talk to quite a few of my teammates and many either
> use GNU/Linux or they actively use it at home.
> 
> I actually agree with you that people should be
> trained in GNU/Linux, but then that brings up the
> question of how to justify training them, putting them
> on a team, and opening a phone bank. How many
> GNU/Linux geeks are going to call ? 
> 

Not as many as Windows/Mac users... albeit probably due to the fact that
to run Linux, you still need a desire to learn to manage the OS than
just a simple "point & click" OS with menu's that do everything.
Windows is still one of the better "point, click & use" OS', that and
Apple OS imo... but, the ability to run an .exe and have it install your
favorite program, isn't truly all there yet.  Thus, and my point, you
*will* have fewer calls...

However, at the ISP I used to be a tech for in Fredonia, became known as
Linux friendly, and many people would call up and buy our ISP service,
just for the fact alone that they knew we supported it, yet, they rarely
ever called in.

IMO, it shouldn't be necessary to have a separate call queue, just make
sure there's some documentation or notes for Linux.  9 times out of 10
most Linux users forget their ISP's DNS servers (for /etc/resolv.conf),
or local phone numbers/dhcp settings, and need nothing more.

Ciao,

   ~ Tony E.


> 
> 
> 
> --- anthonyriga <torrodimerda at yahoo.com> wrote:
>> I understand where your coming from I also did
>> support
>> on the phone too myself and know what its like. Im
>> my
>> case I did offer TW tier2 the traceroute and
>> explained
>> to them what speeds and hops were dropping. As far
>> as
>> being nice I was very patient. I was hung up on once
>> because the tier 1 techs phone didnt work right no
>> biggie called back and when I asked the tier one
>> person if I could talk to a tier 2 person she said
>> "there not gonna be able to do anything for ya" the
>> wait times where 45 minutes average and instisted on
>> having a tech to come out and check the cable lines.
>> No biggie I just wanted to see if tier 2 could solve
>> the problem without me having to take a day off from
>> work to wait between 9-5 for someone to come and
>> check
>> the lines. Plus without having my connection I cant
>> even vpn from home to work. I do work in IT and for
>> sure have respect for anybody doing this kind of
>> work.
>> From helpdesk to the engineer.
>>  
>>  Maybe its up to TW to teach their tech people or
>> have
>> them somehow be exposed to Linux. Im sure somewhere
>> in
>> TW IT dept there is Linux being used somewhere in
>> the
>> company. Sorry to rant just one of my experiences.
> ...
> 
> 
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