On 21/06/12 18:32, Rob Malpass wrote:
>
> Hi all
>
> Slightly ot but something we all have to do at some point... I ask in
> all honesty - could / should any ISP have been able to do more for me
> in my situation?
>
> Tonight I contacted Zen because (having only had my connection
> activated a couple of days ago) I returned home to find no
> connection. Restarting the router fixed it but, just to be sure, I
> checked the logs thinking it might be to do with "training mode". As
> it's a new router (supplied by Zen) I'm not that familiar with all of
> its' log "speak".
>
> I rang tech support to find out why it had dropped the connection. I
> was told that:
> a) they couldn't tell me why the connection had dropped
>
> b) the logs had contained entries around the time of the drop for
> "Firewall rules modified" which worried me slightly. I would have
> thought that only I, as admin, could modify my firewall rules. When
> I asked him about this he said Zen didn't support the router (even
> though they supplied it!) and he couldn't explain what rules were
> modified or why.
>
> It's probably coincidental that he sounded like a right lazy so and so
> but to be honest, I expect better from Zen.
>
> I'm not that much in a huff because all is well that ends well - I
> have a connection - but I'm more surprised than anything. Zen are
> usually brilliant for customer and tech support - so don't want to see
> standards slipping - but similarly I don't want to hold them up to too
> exacting a standard.
>
> Cheers
>
> Rob
>
>
>
> --
> Please post to: Hampshire@???
> Web Interface: https://mailman.lug.org.uk/mailman/listinfo/hampshire
> LUG URL: http://www.hantslug.org.uk
> --------------------------------------------------------------
I have recently had a similar problem with an ADSL for work (business
class), it came with a router. I got a phone call on a Sunday morning
from the branch in Newbury saying line had dropped (I was home in
Bournemouth), when I contacted the ISP customer support I was told that
apart from resetting the circuit. They would not be able to do anything
until such time as I was on site and had tested the line with a phone,
changed the adsl filter and swapped the router. In regards to the
router, despite supplying the router they would only support the wan
side setup nothing else.
I took the matter up a few days later with the customer support manager,
it would not of mattered even if I had bought one of their offered
routers (Draytek and Cisco I think were offered) they would still only
support basic wan side setup and nothing else. I was particularly
annoyed by this as the service had been purchased as the site is remote
to me and I wanted as much help from the ISP in the event of a line failure.
In regards to Zen (the above ISP is not Zen) I had a ADSL from Zen
several years ago, I went with them based on the comments of there good
customer service. Unfortunately the one time the line fail (again remote
to me) I got the same inactions as above, Change the filter and the
router first and if that is still a problem we will contact BT. Fault
turned out to be a broken line coming into the building so I would of
had to spend my time and money before Zen would call out BT to resolve
their line fault. I moved away from Zen at the end of the contract
Tim
--
Please post to: Hampshire@???
Web Interface:
https://mailman.lug.org.uk/mailman/listinfo/hampshire
LUG URL:
http://www.hantslug.org.uk
--------------------------------------------------------------
