It's Always A Bad Time

[Alltheshots]

Ok, it's never a convenient time to have a faulty product arrive but why is online tech support so bad?

 

I've had (as I'm sure many of you have) a few occasions where I have to get in touch with online support to try and resolve a problem but today was one of the worst and the timing is just about as bad as it could be.

 

My parents old broadband modem/router is on its last legs, it's been in use since 2008 (12 years is pretty good going) and I decided to get them a new one. So I pop onto Amazon and find a Belkin Play N600 DB wireless dual-band modem router for about £22 which arrived yesterday. Today I decided to get it set up for them so its just a case of going to them tomorrow and plugging it in, this would be easier as they don't have a laptop/pc and only use the internet for Netflix/Prime and their mobile devices.

 

I plugged in the associated cables for internet and connection to the PC and powered up the unit only to find the modem/router cant see the broadband connection. I could access the router settings and looked around to see if there was some sort of option to switch the modem on/off and found nothing. so I did a factory reset but the problem persisted. I then tried a different modem cable with no success. I messed around for about 10-15 mins trying different cables, resets, factory resets, entering the ISP details manually, hunting through other router settings and got nowhere fast. I've pretty much decided the router is faulty and needs to be returned. Thankfully I discovered this before going 40miles to my parents house.

 

At this point I decided to contact Belkin online support just to confirm I'm not missing something simple. I give them the model number and serial number of their product, I explain all the steps I've taken so far to try and resolve the problem and the first thing I'm asked is...

 

"have you connected the router to the modem?"

 

I wanted to end the world right there, the Play N600 DB is an all in one unit! no external modem is required (which I politely explained to the rep). I was then asked to do pretty much everything I'd already told them I had done but this time it took almost an hour while I followed their instructions only to be told...

 

"the problem is the connection between the modem and the router"

 

At this point it's obvious the person I dealing with has no clue what product I'm having issues with so I simple ask "is it the port to the broadband line that's faulty?" with a simple "yes" from the rep I was gone from the chat and headed straight for the remains of my 12 year old malt.

 

I have a new router arriving today which I will test and set up as soon as it arrives as I have no way to get another one by tomorrow.

 

I have my fingers crossed it works. If it doesn't work I will not be contacting support as I have run out of alcohol. 

 

 

Rant Over

[Eigenvektor]

5 minutes ago, Alltheshots said:

Ok, it's never a convenient time to have a faulty product arrive but why is online tech support so bad?

Because most of the time the people doing first level phone support have no clue. They have a script they're supposed to follow. That script takes care of 90% or more of cases of people simply forgetting to plug things in. Only once you make it past that you get to people with a clue. This helps keep support costs in check by filtering out routine cases before you get connected to an actual specialist.

[Spotty]

9 minutes ago, Alltheshots said:

the Play N600 DB is an all in one unit! no external modem is required

What's the model number of the unit you have? Link to the Amazon product page?

There's both a modem+router and just a router version of the Belkin Play N600.

 

https://www.belkin.com/support/dl/F9K1102_8820ed00777_N600uk.pdf

https://www.belkin.com/support/dl/F9J1102_8820ed00841_N600_uk.pdf

[Alltheshots]

1 minute ago, Eigenvektor said:

Because most of the time the people doing first level phone support have no clue. They have a script they're supposed to follow. That script takes care of 90% or more of cases of people simply forgetting to plug things in. Only once you make it past that you get to people with a clue. This helps keep support costs in check by filtering out routine cases before you get connected to an actual specialist.

Thats a fair point but if they cant identify what product you're having issues with after you've given them the product name, serial number and model number then its a poor experience for the customer and they won't be able to provide any sort of assistance making them a pointless and weak link in the chain.

[Alltheshots]

4 minutes ago, Arika S said:

 

unless you mistyped the model number, the Belkin Play N600 DB is just a router, not a modem

 

[Alltheshots]

5 minutes ago, Spotty said:

What's the model number of the unit you have? Link to the Amazon product page?

There's both a modem+router and just a router version of the Belkin Play N600.

 

https://www.belkin.com/support/dl/F9K1102_8820ed00777_N600uk.pdf

https://www.belkin.com/support/dl/F9J1102_8820ed00841_N600_uk.pdf

https://www.amazon.co.uk/dp/B005626U9W/ref=cm_sw_r_cp_apa_i_hHAaFb1T9R56H

 

 

[Spotty]

Box is definitely for the Modem+Router model. Just double check the model number on the sticker on the bottom of the router. FDJ1102 (modem+router) or FDK1102 (router).

 

I guess just wait to see if the replacement unit works.

[Alltheshots]

The model number on the bottom is F9J1102v2 and on the box it F9J1102as. 

 

I've opted to get a refund and purchased a TP-Link AC1200 modem router. Its more expensive but will arrive today.

 

If this one is faulty then I've run out of options for tomorrow 

 

Fingers crossed  

[Alltheshots]

4 minutes ago, Benji said:

apparently it isn't compatible all over GB

Thats true but shouldn't be an issue where I live unless I've been sent one made specifically for use on Kingston Communications.

[Alltheshots]

The standard Annex in the UK For BT is apparently A. To be fair though that means nothing to me, my  useful knowledge of UK phone/broadband networks stops at the socket inside my house. 

[Alltheshots]

It would not connect at all. On setup it just kept telling me the cable was not connected to the phone line. In theory it should have been able to auto detect everything and work.