Comment Re:Pick a better ISP, if you can (Score 1) 479
For most people in the US, there is no such thing.
They will generally listen and have greater understanding if escalation to technical staff is needed to resolve the issue, but there is a process for supporting certain issues that are caused by common user errors AND you still have to go to through the process, to be satisfied you don't just have a case of user error, before spending $$$.
Just because you're this big and mighty IT smart guy doesn't mean you get to skip the processes they have in place.
How arrogant and disrespectful is that, to expect to call in the ISP and tell them how to fix the problem And believe they should just take your word for it and spend the $$$ with no required troubleshooting and independent verification of the issue? Pretty darned arrogant.....
There are lots of people who think they know what they're talking about but don't; these people will call in and say the router is broken, but in fact the issue is caused by a virus on their computer or windows malfunction, And the SPs are not hiring engineers for frontline support, they are trained on a specific process, and support staff are not competent to take ad-hoc willy nilly sidetracks or alternative resolution paths.
If a troubleshooting step or observation is not in their flowchart, then they cannot act upon it, because they do not know how to take into account that information
So the support people themselves don't have the same knowledge you would have as an IT person, and they can't just take your word for it that you've isolated the router as a definite issue, until they've walked you through some guided troubleshooting exercises. Their company would go broke on massive numbers of unnecessarily modem replacements per month.