Re: [Lilux-help] Cegecom Experience

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 pst(a)lilux.lu wrote: | Oh, sounds really 'nice' the Cegecom service, good i didn't go for them, | cause their are good. | | Maybe you have prepared a nice letter to the direction of cegecom, I | could even try to get it to the CA, cause some people at the ministry | are in ther I think ;). Maybe we could also do a letter as LiLux | wondering how why they are not supporting Linux helpdesk... | | Well if you can prepare a nice letter we (Thierry and I) could try to | send you it to the right persons ;) | I approve. We should always write a letter each time we encounter some trouble. One personal and one from LiLux. It worked for banks why not for ISPs | | Mike Pressel wrote: | |> Just in case anyone is interested in switching to Cegecom here is a |> description of my experience with them so far.... |> |> The basic learning points: |> 1. Cegecom will not provide any support unless you have their modem and |> are using Windows. |> 2. Cegecom's first line tech support people are systems guys. They know |> windows very well, but they can't do anything beyond simple |> troubleshooting. |> 3. As a customer you can't get into direct contact with the real |> engineers, even if you tell them what the exact problem is, and how they |> can fix it. (I guess no one likes being told how to do their job) |> |> Ok, so here is my painful story. It only took 2.5 weeks to resolve.... |> |> My service was supposed to start on the 14th of December. I bought a |> Linksys all in one router and tried to hook it up. Unfortunately it |> wouldn't synchronize with the DSLAM. So I called Cegecom and asked them |> if I could bring the router in for testing. I was told that I could |> bring it in at any time. When I arrived at the office they asked if I |> had an appointment, which I didn't. In short, they refused to do |> anything that day. I had to set an appointment for the next day. So |> the next day I show up again, the tech support guy comes out to meet me, |> he takes one look at my router and says "We don't support that." At |> this point I was positive that I had a hardware problem (I had done |> loads of other tests on the router by this point) and all that I wanted |> them to do was to check to see if the stupid thing would synchronize |> with a line that they knew worked. It took quite a bit of pleading just |> to get them to do this small thing. Total time pleading: 10 minutes |> total time to do my test: <2 min. |> |> The test confirmed that I had a bad router, so I got a replacement |> (netgear this time). This router synchronized with the DSLAM instantly, |> but PPPoE wasn't working. I tried calling their tech support to see if |> they could check their configuration, but was told that they don't |> support this router either. In fact, they only support the Alcatel |> Speedtouch router.... By this point I was certain that they were at |> fault, so I went into their office, bought one of their routers which |> was "Guaranteed to work" brought it home, and amazingly, it didn't |> work. So, once again, I called their tech support, they ran throught |> the usual troubleshooting steps with me, asking which version of windows |> i was running. I said Linux and was told that they don't support |> Linux. No problem, I said, since the problem is with the DSL line and |> not my operating system. Of course that didn't get me anywhere. I told |> the tech guy that I was not receiving any replies to my LCP |> configuration requests. The answer: "What's LCP?" (in case any one |> doesn't know, LCP is Link Control Protocol, it is the part of PPP where |> the end devices negotiate the communication rules, how authentication |> will be handled etc...) Anyway, he checked the Radius server to see if |> my credentials was correct only to find that he wasn't receiving any |> authentication packets from me (no kidding, since we haven't even gotten |> through LCP yet). At this point he wanted to try to debug my computer |> again..... I eventually brought the modem into Cegecom, made them test |> it and confirm that my configuration was correct. It was. At this |> point my wife called our sales rep and started tearing the poor girl |> appart. They agreed to send a tech rep out to my house to install the |> system for us. When the tech rep arrived, he got out his router hooked |> it up and guess what, it didn't work either.... He called the guy that |> manages the radius server and asked him to check things out. At which |> point the raduis guy said that he saw something wrong in the DSLAM |> configuration. He made one change and my DSL finally worked. We |> returned the modem to Cegecom and demanded our money back. We've also |> demanded that they pay the installation fee (for sending a tech rep to |> our house), our phone bill for all calls to tech support, and our phone |> bill for the analog modem connections to our old service provider. The |> financial problems are still outstanding. |> |> In short, I'm not very impressed with the company. However, once I got |> through to a good tech rep (probably the youngest employee in the |> company) my problems were resolved very quickly. |> |> Regards |> Mike |> |> _______________________________________________ |> Lilux-help mailing list |> Lilux-help(a)lilux.lu |> http://lilux.lu/mailman/listinfo/lilux-help |> | _______________________________________________ | Lilux-help mailing list | Lilux-help(a)lilux.lu | http://lilux.lu/mailman/listinfo/lilux-help - -- Thierry Coutelier Président LiLux asbl 7, Rue Jacques Sturm L-2556 Luxembourg Office:+352 710725 608 Home:+352 406776 http://www.lilux.lu/