True Tech Support

[qualtrough]

I have called True for tech support in the past and found it was pretty good. Recently I had a new phone line extension installed (same number) by True and connected my computer to that. Since that time my 'High Speed' Internet connection has been pretty poor, really slow, and in the last couple days there have been periods where I get nothing. Yesterday I could not send emails, and this morning I can barely send them. Have to click several times to get them out. Forget about an attachment.

I called the True help line twice in the last two days and got a message apologizing for a problem with High Speed Internet, which is what I have. Last night and just now I called them a couple times and this is what happens:

1. Dial Help Line number

2. Please press 9 for English

3. Please press 1 for Tech Support

4. Enter your number followed by the # sign

5. Sorry, all lines engaged

6. Please enter your number again, followed by the # sign

7. Press 1 to submit

8. Busy signal

I don't recall ever having to enter my number repeatedly like that.

My problem is that I am not sure if this issue is related to the new extension, or if there is some larger issue. The problems commenced with the new line, so it seems like a likely suspect.

I would appreciate any suggestions on how to proceed. If those include switching to another provider, please provide details and recommendations. Thanks in advance for any helpful replies.

[qualtrough]

After writing my previous post I moved my computer back to the old phone like. Brilliant, works like a charm now, so definitely related to the new extension. Can anyone advise about what kind of issues might be involved with the extension? I believe it comes directly off the street to an outbuilding we have, it is not grafted on to the existing extension? At any rate I guess I will need to contact True phone co. about the line.

[Pib]

An always busy number usually means more calls coming in due to more problems, customer growth, and/or fewer staff. Of course none of this helps you with your problem...at this point in time I recommend you keep calling...be sure to try different times of the day/night as there are high and low times.

Don't know if a True "Service" Center might be nearby where you could go to report the problem....even though they may tell you you should call the True Call Center/Help Line, you can then say you can never get through and you need the Service Center to take your trouble report....but then you are in wait mode for a technician to showup. Yeap, recommend you keep dialing the True Help Line at this point in time...probably a little early to be seriously thinking about switching from True.

[qualtrough]

Hi Pib, thank you for your advice.

Moving the computer and swapping stuff let me to determine that the issue is related to the modem I used in the new room. I am now back on the new like with the wifi router I used to use and things are back to normal. The other modem must not have been compatible in some way, it worked, but barely.

The other issue is the tech support for True. I had occasion to use that a few years back and it was great. Little wait, competent help, and 24/7. This bit about constantly having to re-enter your number is a joke, only to get a busy signal necessitating re-dialing and starting the process again. Back in the day you were just put on hold and waited until they picked up the call, which was never long in my experience.

[Pib]

After writing my previous post I moved my computer back to the old phone like. Brilliant, works like a charm now, so definitely related to the new extension. Can anyone advise about what kind of issues might be involved with the extension? I believe it comes directly off the street to an outbuilding we have, it is not grafted on to the existing extension? At any rate I guess I will need to contact True phone co. about the line.

When you say new phone line extension was that all work pretty much "inside the residence work?" And where is the DSL/Phone Line Adapter or Splitter installed?

A DSL/Phone Line "splitter" has one input and two outputs. The input is the DSL/Phone line, one output allows the DSL signal through without affecting it (that is for your modem input), and the other output goes to your phone and blocks the DSL signal otherwise you may have noise on your phone/voice line. Sometimes technicians install a a splitter in boxes where the electrical lines and phone lines enter the house....for apartments/condo's I guess they could be installed in building boxes you don't have access to. Anyway, you need to ensure the way the extension was installed that the extension is not blocking the DSL signal...even if a phone appears to work OK when plugged into the extension wall jack if no DSL signal is riding on that extension you are not going to get the modem to work/connection to the internet. But you have indicated the modem/internet does appear to work sometimes/slow/etc so maybe the extension was probably setup to allow a DSL signal through and it just a funky connection somewhere

Or do you have a couple of "inline adapters" for your phones to block the DSL signal on "either" phone jack outlet? Usually when all extensions are setup for have the DSL signalm you will be using inline adapters to block the DSL signal from your phone.

Beyond checking the phone wiring/jackets/adapters you have easily access to within your residence you'll pretty much have to get True's help to track down the bad connection phone which could be in many places on the inside or outside of your residence.

Good luck.