2 Jan
2005
2 Jan
'05
4:20 p.m.
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...
I hand delivered a nice little letter to them when I returned the
router. The same letter had been forwarded to the Consumers Association
as well. They had no reports on record of people's experiences with
switching from P&T to Cegecom. Though, to be completely honest, we did
sign up during the holidays, so they were short staffed and rushed to
get everything set up before the new year.
Regards
Mike
Well if you can prepare a nice letter we (Thierry and
I) could try to
send you it to the right persons ;)
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
>
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