On Thu, 23 Feb 2006 16:47, you wrote: <snip> > Since I have heard that almost all ISPs are staffed by a symbiotic > collection of barely post-pubescent youths and semi-geriatric Ebenezer > Scrooges, I suppose that it's asymptotically close to a probability of > zero.
That's a sweeping generalisation. I will counter it by saying I had excellent technical support from two techs at Xtra yesterday. Yes, Xtra. > I hope Our One will demonstrate that it is an exception to the general > rule. > > What are the chances of getting the 172.20.18.55 host/modem sorted out? > As of now ( 16:37 ), the log for today says:- > From 172.20.18.55 - 10062 packets to udp(68) > > Apart from the obvious, rather drastic, action of writing to the Internet > Product Manager and the Head of Consumer Sales, I wonder how one gets > this escalated further up the TelstraClear chain-of-command? Er, why is that drastic? Write a letter! IMHO it has more weight than an email or phone call. I can even give you the name of the person to write to. The alternative is to keep asking to speak to supervisors. I spoke to the Head of Disconnections, threatening to leave my ISP as I was royally pissed. He was very patient and helpful, and actually sorted out my problem-of-the-time. It is a sad fact that griping here will have no effect. You must tell someone who cares. Really. Complaining is an art, and to be successful you need the following: 1) Know exactly what you are complaining about. Have figures, names, dates and details to hand- write them down so you can refer to them later. Add to them as things happen, and whilst you are in the process of complaining on the phone. 2) Know what you want to achieve as a resolution. This is often overlooked- there's no point in complaining for the sake of it, you have to know what you want. For example, if you know what the solution to this particular problem, then demand (or rather, suggest most vehemently) that it is implemented. If you think you can put a monetary figure on your distress, suggest that you are compensated. 3) Be polite. Most people on this list are tech-savvy, but when you are talking to the front-line tech support staff then remember, these people are used to talking to grannies who forgot their password, or people who unplug their modems (or keyboards, or anything) and can't get on the internet. They are not used to tech-types calling up as usually we solve our own problems. If you are not getting anywhere then ask to speak to a supervisor, but remember, these are people who are being paid to help you. Have fun! Andy
