I once went to a pay phone to report a problem with her home phone line. None of the phones on my street were working, and I volunteered to walk down town and make the call.
I was told I had to call from the home phone to report an issue.
I argued with that woman for about five minutes until she accepted that I couldn't call from a non-operational phone.
Why do they even have these crazy policies?
Couple that with tech support on the phone is sometimes too limited as to what they can do, so customers get irate and the tech support people get worn down, which leads to worse service and more irate customers.
It's a vicious cycle.
The last time I had to call I spoke to one woman who said that there was a service outage and it would be back within 12 hours. Total lie.
I called back and I told them that the problem was clearly somewhere on their side because the TV and internet went out at exactly the same time but they just kept telling me that they could only deal with the internet and that I'd have to call the TV service number to get the TV fixed. It's a horrible system.
They bumped me around until finally I hung up and called the TV side of things, where I miraculously spoke to a woman who grasped the concept, admitted that the issue was almost certainly on their side, and sent someone out.
It took about five days to get through to someone who would finally send someone out. The tech took less than 5 minutes to identify the problem (a rusted connection outside the house) and fixed it in less than 20 minutes.
From: Register Robot
I called recently because my connection has been spotty and it seems like they can't really do much for you.
I described the problem in detail, told them what steps I'd already taken to correct it (I'm somewhat savvy when it comes to computers), but they couldn't really offer much advice. They offered to have a tech come by, which I may or may not have to pay for, but they wouldn't give me price ranges, so I declined.
I ended up fixing the connection myself, though it still drops every now and then.
They really need to do more than put people on hold for half an hour and then say "your connection looks fine from my end, would you like to schedule a tech visit?"