@home cable, Tech support structure (if your fighting to get help for bad connection)

[JuKe]

If your with Rogers @ home, know that the tech support system there is much like the army. they have ranks and lots of divisions.

the dude that picks up the phone initially knows almost nothing. they are taught a few tricks, they do it and tell you what they have been programmed to say to get you off the phone.
if they cant fix your problem, ask his name (so they don’t hang up) and politely ask for a supervisor, if you have a heart of steel, ask for a higher grade technician. trust me, it makes a huge difference.
Also keep in mind they may put up an argument not to patch you through. Stand your ground!
When the better techs come on the phone, they will run better tests and have more power to fix your problem.
if its needed to send a tech over, beware that those guys have ranks also.
So far Ive counted 3 waves.

1st is a pure newbie. he actually said 'what the F##k..' to my problem. (Severe packet loss)

2nd did some street stuff, couldn’t figure it out and bailed. (writing a report saying they couldn’t fix it, doesn’t look good for them)

3rd guy said, go to 4th guy (no joke) - this guy knows he cant fix it but knows who can

4th guy... the elite ' Poll guy' - they mentioned this guy along the way but its tough getting them on a first go. these guys can fix the nodes on the streets. if you have a really bad connection, try and get one of these dudes.

Still haven’t seen one myself as they don’t like to knock. They do their stuff outside and leave it to the 3,2,1 guys.

Final advice, get the guys name and tech number. 2 of these guys actually told me they cant fix the problem but wrote in their report that they fixed it so that they get paid because the 1,2,3 guys are contracted. the 4th dude is the actual employee.
In fact, the 3rd guy made the request for the 4th guy using the supervisors name " you know I can make the request myself you know... but what was that supervisors name?"

so if your stuck like me, try to crack the command structure and go straight to the top get on the back of the invisible people. They are the ones that know what they are doing.

Goodluck!

Now to get some of my money back from December when I first started reporting the problems....