This weekend my DSL account started having problems holding a connection. It isn’t that uncommon for the connection to drop once a week or so, but it was dropping every 15 minutes. I was watching a movie online from Netflix which was grainy anyway because I have the slowest speed of DSL, but then it would just freeze. Sometimes the connection would come back on its own and sometimes I would go and unplug the modem so it would restart (the modem would re-initiate on its own, so really it was the same process either way).
I hoped it would go way, but it didn’t so when it was causing me problems tonight I called tech support (888-321-2375) and got a computerized solution system that detected I had a connection problem. It walked me through a series of steps and at the end asked me if I could see the internet page it had directed me to. I could at that particular minute in time, so it congratulated me on fixing the connection and hung up.
I called again and made up stuff so that I would get a real person. I hoped I didn’t get anyone from Mumbai since they are probably all stressed out about this weekend’s terrorist attacks. I think I got an American though.
Sure enough, they walked me through their standard steps and I had internet. I explained that it would go down in a few minutes. And he said that he wouldn’t be able to tell anything as long as the connection was good. On cue, the connection went back down. He had me go in and make sure my password was correct, which was a waste of time. I said, isn’t there a way to test the line? He said yes, but it would only show something if my connection was down. He wound up running the test while my modem lights were red instead of green and discovered some line interference (I figured it had to be the line or the modem). So he said he would contact line maintenance and asked me to hold. This phone call has now lasted one hour and fourteen minutes (shouldn’t count against my Verizon minutes since it is toll free) and I haven’t heard from the guy for the last 40 minutes, but he asked me to stay on the line. I really have other things to do so I think I’m going to have to hang up or at least go to the grocery store.