RR Tech Support Incompetence ...2001.02.01 01:50 by Tim Talma
I recently moved from one roadrunner area (Rochester) to another (Binghamton). When I moved I didn't want to pay the $120 installation fee, so I managed to convince the Binghamton office to let me pick up the cable modem box and install it myself and they would only charge me a 24$ moving fee. I figured that was great I save almost a 100 bucks!
So I went home and took everything out of the box and there was no Ethernet cable. I figured no big deal I have a 12 footer that's better than the one they give anyway. So I made all the connections, plugged in the box and nothing. I looked at the box and no lights were on, not even the power light. I checked to see if it was plugged in, it was. I then whipped out my handy multi-meter and found there was no power on the cord. Since this was a special connector I didn't have one lying around, so I called the Roadrunner office and asked them to have a new one ready for me and I would be right over (There office was literally right across the street). When I told the person on the phone my dilemma I was transferred to tech support because she didn't know how to handle a roadrunner problem. I figure fine put me on the phone with tech support so I can get this over with.
After explaining my problem again, and telling the tech guy there is no power on the cord, he said "I have never had a bad box since I started here I doubt that's it". After 45 min on the phone the tech was stumped and he asked "Where is the box located in relation to the computer?" I said, "It's sitting right on top of the case." Then remembering I had used my own Ethernet cable I added "But I'm using a 12 foot Ethernet cable." He replied "That doesn't matter the box just needs to be within 6 feet of the computer...! "
I then realized that I had wasted my time with this guy and he knew nothing, so I just asked him to have a service guy stop by. I figured waiting a couple of days would be less torture than dealing with guy. He said okay he'll come on (35 days later). I flipped out and the tech said that was the first available time. So 35 days later (and after daily calls to the office trying to get a new box) the service guy showed up, looked at the box and said "Oh looks like you have a bad power cable. Happens all the time." He plugged in a new one and I was off and running. I though to myself someone should tell the tech's. But things have been great ever since.