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New Contributor
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How can I talk to an actual tech support person, NOT a sales person acting like tech support?
I'm having issues with my modem. It loses connection on occasion. I know enough to log into the modem configuration page and look at signal levels, etc. I called and tried to talk to tech support and the guy was going through trying to have me log into google, etc, even though I was telling him "THE MODEM IS NOT ONLINE. It WONT LOG INTO ANY WEB PAGE." So he tried to get me to switch ethernet cables. WHAT? How is switching the ethernet cable going to fix my signal levels to YOU? So, he puts me on hold for 2 minutes, comes back and says "Here's what I can do. It's probably an equipment problem. So, I'm going to sign you up for phone service, you'll get a new modem, and phone service for only $7.00 a month!" WTF. I Don't want to buy phone service. I want my dang internet working.
So, how do I call someone who can actually help me. Who do I call that actually understands signal levels, upstream ranging, etc? I'm not going to go buy a new modem or spend money on phone service until I know whether or not the modem is actually the problem.
ChrisL
Former Moderator
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The signal levels look fine but the modem is intermittently dropping off. The firwmare is up to date but the modem itself is a dated model. There would be performance benefits to upgrading to a 3.0 modem however it might be worth having a technician come out and try a test modem to see if that helps.
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ragedracer
New Contributor
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Thanks Chris. I notice when it drops off, my upstream power level jumps to about 55 dBmV. Is this caused by the modem going bad or more indicative of something going on with the line? Normally, it's around 37 dBmV. My downstream signal, even when the problems are occurring, always are within 'spec'. I have no problem spending the $100 or so for a new 3.0 modem (I know my SB5120 is very dated), I just want to make sure I'm not chasing wiring problems with equipment. This issue is pretty intermittent. I don't know that it would by chance replicate when a tech was here.
Do you have any suggestions on how to get actual "Tech" support when calling? It seems the first level always assumes you're an idiot who forgot to turn on his computer, which is really frustrating when I know what the problem isn't.
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