I just want to update my issue.
I used fido live chat connecting to technical support.
My feeling is that most of the agent are from different company and different area. Their training is also very random. Some know a lot more and some know nothing. And it is a gamble who you connect to.
As I mentioned before, I have a lot of T3 time out.
Most agents have no idea what that means and keeps telling me it is my router. It seems that they dont even understand that T3 timeout is about the communication between modem and CMTS. It gets nothing to do with my router at all.
And it is funny that one agent told me because I turned off the gateway mode, it would be impossible for me to login to my modem to see the log file. And that if I do, I must have hacked into the modem and modified its firmware and I need to do a reset.
It seems that he has absolutely no idea what he is doing and talking about. I (may be not most people) can easily setup my router to access the modem. He thinks the modem ip is 192.168.0.1 and not 192.168.100.1. The truth is once the gateway mode is off, the LAN 192.168.0.0 no longer exist.
Anyway, it took me many painful try and each try take more than 1 hour to get to an agent who know what he is doing and agree that I have lots of timeout.
I finally get a technician to come. Unfortunately, the technician is the one who has no idea what he is doing this time. I asked him to use the TDR to check the integrity of the cable for split and short. He refused. He told me TDR is for checking the cable length only. I was like what!!!! Was he lying or was he not properly trained?
He literally checked if the cable are screwed in properly and pulled out his computer, connected to the modem and run a speedtest and say everything is fine.
Which part of intermittent he does not understand? He didnt even go to the tap and check for open.
It seems that the technician are either instructed not to fix complicated issue or that are not trained for another other than put in a filter here and there and say everything is fine.
I also heard stories about if you keep asking technican to come, they will say the fault is within your home and they will pass the charge onto you to deter people to complain about the real issue.
I was not asking for much, but a stable internet connect. Is it too much to ask for?
If it comes to that, may be there is a pay service from fido that I can pay to have some "real" technician coming and actually fix the problem? Not just waste my time and his time to say everything is fine?
If they really want to improve the service, it is really simple. Just have a survey for each visit asking the customer if the technician actually fixed the problem. They will be able to collect a lot of useful information. But I guess fido would not want to know that.
