I’ve not really had any experience with Road Runner tech support, but my cousin called me the other day and said she spent 30+ minutes on the phone with them trying to fix a connectivity issues, and they finally gave up, and told her the problem was with her computer.

But they forgot two things: She owns a Mac, and she knows me…

She said that she could get to web sites by typing in the IP address, but not the domain name. Figure it out yet? I had her open the Network Preferences, type in the DNS Servers I got from OpenDNS, and she was up and running.

I think our call lasted less that 2 minutes. Obviously I should be in the tech support business…

5 Responses to “Road Runner Tech Support Might Suck”

  1. GabeNo Gravatar says:

    Nine times out of 10, I end a call to Roadrunner tech support by demanding they send out a new modem.

    That nearly always fixes the problem.

    Now, Mr. Tech Support, if you ever want to have a crack and what went wrong with the php on my writelarge.com blog, have at you.

  2. AshleyNo Gravatar says:

    Trust me, you don’t want to work in tech support.

    Unless you want to shadow me for a day :D

  3. I’ve done the tech support gig, see my bit on the life cycle of the help desk/tech support person

  4. KeVroNNo Gravatar says:

    I almost fell on the floor laughing when your blog comment software asked for my URI, very relevant. I was offered a job @ TW on level 2 support and almost too it until I toured the floor. The questions that I heard the reps answering were mind numbing. And these people were level 2!!
    I agree with Gabe that sometimes the best solution is a new modem. I have had clients where an hour of analysis showed something fundamentally askew at the ISP level. Most of the time it was an ARP problem, but after finding a tech that knew what that was and refreshing the cache took longer than sending a tech out. Bush league

  5. v'ronNo Gravatar says:

    Its not rr tech support per se that drives me nuts. Once you actually GET THROUGH to them, (and they bring out the new modem), they’re fine. Its the 2 hours of listening to muzak and promos and your ear hurts that dirves me nuts.

    I did time on a help desk for two years. That’s enough. Never again. NEVER.

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