From: here@there.com   
      
   On 8/11/2012 9:57 AM, Marc Bissonnette wrote:   
      
   > To be fair, there is also another big problem I am seeing that a lot of   
   > ISPs are having: When there are line problems with cable or DSL, a   
   > Rogers/Bell tech are dispatched, be it to the home or wherever; That $100   
   > charge is nailed to the ISP, which is then passed on to the customer;   
   > According to the customer, their line was working, then it wasn't: Why are   
   > they being dinged $100 ? Understandably, they don't understand the   
   > relationship between Bell/Rogers, so when they see the $100 fee, they,   
   > again understandably, get ticked off at the ISP, who has no choice in the   
   > matter, whatsoever.   
      
   It's my understanding (from Teksavvy) that if the problem is in Bell   
   territory (i.e. upstream of the demarc point) there is no charge to the   
   customer or the isp. Which seems reasonable since neither I nor my ISP   
   have any control over that area. It goes along with Bell's monopoly over   
   the infrastructure.   
      
   If the problem is on my side of the demarc and Bell ends up locating   
   and/or fixing it, they do, in fact, pass on the cost to their customer   
   (the ISP) which will, in most cases pass it on to their customer (me).   
   Likewise, if the problem is within the ISP's realm, Bell will pass on   
   the cost to the ISP (whom I hope would *not* pass it along to me in that   
   case).   
      
   None of that seems unreasonable to me.   
      
   It's also why TS insists that a comprehensive troubleshooting procedure   
   be followed before opening a ticket with Bell .... including, where   
   possible, plugging the modem into the outside dmarc point to see if it   
   will connect from there and repeating with a spare modem if available.   
   My house is older and has an inside, non-pluggable dmarc - although I am   
   wired directly to that via a POTS splitter.   
      
      
      
      
   > And wait times: Yeah, there are a few ISPs I know of who could *really* do   
   > some serious improving on hold times; An hour on hold just is not   
   > acceptable, no matter what industry you are in.   
      
   To be fair, the TS hold time seemed to get back to a more reasonable   
   value after the holiday. Nonetheless, the business *is* 24/7 and that   
   should include holiday weekends   
      
   --- SoupGate-Win32 v1.05   
    * Origin: you cannot sedate... all the things you hate (1:229/2)