Referral = a PITA client

[Briggsy]

I'm happy to talk to ISPs for clients - with the exception of TalkTalk.

If they're with TalkTalk, they're on their own. I haven't got the time or patience to deal with that company.

 

[nerd2u]

I've spent hours on hold with ISPs for them to tell me ok we can't do anything for you over the phone send us an email and we will action it as soon as possible.

I don't charge more than my hourly rate but they aren't getting a discount, mostly because ISPs have the worst hold music ever I don't think Bell Canada has updated theirs in years

Sent from my SM-G870W using Tapatalk

 

[Archon Prime]

I have to deal with Bell most of the time for what I do. Problem is, they are a pain in the ass, and they basically read off of a stupid checklist. No brains, and can't think for themselves. And your lucky to talk to someone that know what English is, let alone anything about technology or telecommunications. I'll tell the customer what they need to do and what they need to get from their ISP and send them off.

If it's technical support, I don't mind doing it because it's easier for me to deal with their BS than the customer.
If it's a long wait, (more than 45 minutes) I'm not going to bother.

 

[cypress]

I have no problem getting on the phone with an ISP for a client. Did one on Friday with a signup to TPG, home phone, internet and mobile phone. I charge my usual rate per hour and people are happy to pay especially since they get confused with " the gigabytes and megabytes" etc!
They appreciate someone who knows what all the nomenclature means and get them what they need - not what the ISP tries to force them to accept.
When clients don't understand they just go for the lowest price. That isn't always the best option - especially when they find out their 12Mbps connection the ISP said they would get is only around 5~7 and they are trying to stream Netflix to 3 TV's.

Same here, definitely don't mind doing it especially when being billed by the hour.

 

[Diggs]

I won't sit on the phone waiting for Bell/Charter/US Cellular/etc. for a customer. That part is their responsibility. I don't have the patience.

I should mention that Charter/Spectrum Business division answers their support phone on the third ring and you are immediately talking to a knowledgeable tech. That call I will and do make too often. (What do you mean you will port forward but not static an IP?....)

 

[Erick]

I developed a relationship with a client like this. VERY needy, very technically unsavvy, complains alot, gets hostile and when I'm on the phone working on an issue with him in a three way call he's rude and obnoxious.

The fix for this is that I charge him as stiff a rate as I can. My invoices to him are always eyebrow-raising and he never balks at it.

Two years into the relationship he made some comment about how he knows he's a pain in the *expletive* and as a result he knows he gets charged on the high side for it, and he's OK with that. He's just happy to have someone to call that will put up with him.

 

[MichaelBits]

I hate talking on the phone in general... so talking to a customers ISP isn't on my "like" to do list and I rarely do. I will give them the info they need when they call the ISP to solve the issue.

There have been exceptions.

I recall being called out to an older couples home because of internet issues. They had been around and around with the ISP trying to get it working. The ISP would basically say, "It's something on your end, everything is fine on ours."

I get there and discover their modem is bad. Called the ISP for them (they were such a sweet old couple and sick of dealing with it). The ISP wanted me to jump through all their hoops of course, which I put the kibosh on and told them they needed a new modem, they tried to argue with me and I basically told them I'm a technician and I do this for a living, I am here to resolve this for my customers, let me talk to someone on my level. They put me through to a level 2 tech who agreed with me (after checking some modem diagnostic I assume) and mailed them a new modem.

Being as we're a WISP, I am the ISP for many of my customers though.