Re: [LUG] Modem Drivers-Meet

[Julian Hall <linux@xxxxxxxxxxxx>]

Sadie Brinham wrote:

> Funny.I did not interpret Julian's constructive comments in that way.I took it 
> to mean:find out which modems are supplied by each ISP-e.g Speedtouch USB 
> from OneTel. 
> The term "not supported" basically means,whether it be modem or O.S.,if it 
> goes wrong,you can't expect any assistance from the ISP.
> To that effect,a person connecting via OneTel with anything other than the 
> Speedtouch supplied by them,will likely be told their modem is unsupported.
>
> Sadie
>  
Thanks Sadie.  You're right up to a point.  As I briefly mentioned in 
one of my other replies, our remit is "get the customer back online", or 
to put it another way "If it is NOT required to get online it is 
unsupported".  Modems are required to get online, so limited support has 
to be given to helping novice users to reinstall them.  Similarly if 
Dialup Networking blows up we have a responsibility to hep the customer 
reinstall that.  I know techs who even go as far as asking the customers 
how long the phone line is from the socket to the PC to help them gain a 
bit of line quality and stability (OK I'm one of them :))

So as an ISP tech, we do support more than may be thought.  It's not 
simply a question of telling a customer who can't get their email "Well 
the server is up so the problem is your end."  Although humanity being 
what it is you *could* get an unhelpful response like that (but if it's 
one of my team he or she will get a thick ear pronto!) or the ISP may 
have differing guidelines, but in the main we try to help out as much as 
we can.

Kind regards,

Julian

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