You’ve called for help. Your internet connection is still down, but at least you’re about to get that much-needed support. Now, there are a couple of things you should anticipate when calling your ISP’s tech team.
For starters, ISP support calls and problems usually fall under one of the three following categories:
– First, your internet connection is yet to be properly established by the ISP. This is a very common problem among new customers.
– Second, it is possible that the ISP is experiencing technical problems. I’m not sure what your ISP’s service level agreement is but this happens, too.
– Last but not the least, there’s a hardware problem in your end. Perhaps your cable, Ethernet card, Wi-Fi, etc. is defective and must be replaced.
If your connectivity problem is of the first type, it’s very easy to fix. Just notify your ISP and all they have to do is flick a switch or two to get the job done. However, if there is something wrong with your hardware or cables and it’s hard to fix even with help on the phone, then a technician will be sent to you to perform the repairs. Typically, such problems take only a day to fix. The problem with this is that you need to be at home and ready for the visit.
If all goes well, the technician should easily restore your internet connection and everything should be back to normal. However, you should, before the technician arrives, be prepared for the worst. So make sure you have your customer data; device numbers; and customer service call-back number if another call to the support center is necessary
“But How Will I Get Compensated For The Time Spent?”
That’s a very good question. While there’s no surefire way for getting compensated for the time spent getting support, there are a few things you can do.
First, record how many minutes you have spent in the telephone queue; how long you had to talk to the technician on the phone; how much time has taken a home visit to repair to complete.
Internet provider contracts are usually equipped with a minimum term of 2 years. Therefore, it is in the provider’s best interest to keep their satisfied customers so that they’ll remain as customers even after the 2-year term has ended. The number of minutes and potential financial damage can help you negotiate a better deal when the contract ends.