After a few days of network dropouts, and one day of working at Joseph Beth to get more reliable network, I finally decided to call Time Warner to ask them to fix their network.
The short form is, as I’m sure you already guessed, is that they declined to do so, rather choosing to blame it on me. They suggested I had stuff connected incorrectly, that my wireless router was the problem, and so on. And of course, several iterations of “turn it off and on again.”
While I totally understand that tech suppose has to assume that the person calling doesn’t know anything, there aught to come a point in these conversations when they are authorized to go off-script and recognize that I might know something about home networking. I’m not a CCNA, but I’ve been running a home network for close to 20 years, and I know to turn it off and on again, several times, before I subject myself to the pain of calling customer disservice.
So, the final result was that the entire phone call boiled down to them assuming that I have something wrong on my end, and they’re not going to fix anything.
The network dropouts continue today, although it’s better. I’ve only lost my VPN 3 times today, as compared to 20 or 30 times on Tuesday. So maybe they actually fixed something and just chose to tell me that they think it’s my problem.
I wonder if there’s some legal reason (i.e., not wanting to get sued) that causes them to not accept responsibility for anything.
I also wonder what other options I have for internet in Lexington. I also wonder why I’m paying so much for so little, but that’s a question for another day.