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And, to lordfriday, the qualifications that Skyman laid out, just because they don't include the word "cable" or "connection" don't mean they're not relevant. In fact, chances are someone with a similar job title probably wrote your troubleshooting flows, helps design, build and troubleshoot the infrastructure, and wrote the guidelines for the field techs that you dispatch, among other things. I'm not saying he understands what it's like to work in a call center, but don't immediately discount what he has to say, and don't assume that you have more knowledge on the subject than he does. For instance, my father spent 20 years designing cellular network air interfaces (electrical engineering is the qualification required to do that), yet when he calls into his cell phone company, they always give him a run around and talk to him like he's an idiot, and since they can read off of a troubleshooting flow, they obviously understand more about the technology than he does, when he took part in designing it.
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we write our own guidelines mostly HELL they are almost always in our heads... and i don't even know why i'm defending a thread that was started our of frustraion but not a lot of people get to try to understand what it's like to hear what some people complain about on the other end of the phone to tech support people.. it's quite funny really..... most of the support and helpdesk centers design and build their own networks... field techs know what to do if they need to be sent out...
listen, when you're dealing with major carriers and stuff like that, you're going to get people that are forced to do support from a chart or they are fired.. (t-mobile for example) what I was getting at is, most of the call centers for internet support in the local areas are manned by people in those local areas... people have to understand when it comes to calling someone for help, you have to remember that you're calling them, and they are just doing their job to try to get the problem solved.. if you don't have time to go through their procedures... then call when you have time... simple?? nope... never.