Tech support

Today my T-Mobile Android phone suddenly stopped communicating with the Internet. I quickly ran through the usual troubleshooting steps. One step is to check IP connectivity by pinging an IP address on the Internet. I had no IP connectivity, but did have a decent RF HSDPA connection to a nearby cell site. These results suggested that T-Mobile’s backhaul link to their local cell site was broken.

android-pingI phoned T-Mobile customer hinderance assistance. Then I went through two tech support people who had no knowledge of the IP ping command. I asked to be transferred to someone who was familiar with ping. That person introduced herself as a member of T-Mobile’s highest tech support level. She didn’t know the ping command either but told me that she had been through the T-Mobile tech support training. She told me that that was six years ago.

This is normal. Tech support people who don’t understand the vocabulary of their trade is the rule — not the exception.

If you held a tech support position, wouldn’t you want to learn as much as possible about the technology? Why doesn’t T-Mobile require that its tech support staff know basic network vocabulary?

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© Russ Bellew · Fort Lauderdale, Florida, USA · phone 954 873-4695


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