Hi all,

It's not often that I get to write a post like this. I've been with Xnet, using their 'clothed HSI 05' plan. I like it because it's the only one around that lets me adjust my own data management in an easy, no-fuss way. Apart from a few hiccups that all service providers experience, Xnet's service has been top of the pile.

About 12 days ago my landline phone went down the toilet with no warning or explanation from Telecom. When I was reconnected two days ago, in a kind of synchronous event, my phone worked fine but my internet connection was nada.

The support guy at Xnet gave me the distinct impression he was not in the least interested in helping me figure out the reason for the blanket disconnect. His surly manner, tone of voice and what he said confirmed this.

I'm no techno-geek when it comes to modems/routers and trouble shooting connection problems. But I know my way around PCs, operating systems etc.

I have two D-Link router/modems which have been doing the biz with very few problems for a number of years. When the Xnet guy heard that I used D-Link he became quite dismissive of them, pointing out that Telecom were GIVING them away 10 years ago...blah, blah, blah. They only last so long he said, and he was right. Everything wears out.

When he finished his rant about D-Link he put a stop to any further discussion, pointing out that he had walked me through some basic router config steps several times and that "I could see the problem lay with my D-Links". End of story. No further enquiry as to what other things might cause my disconnect. The guy from Chorus, sent out by Xnet, more or less echoed his disdain for older D-Links. I thought this disease must be catching.

I've encountered people like this in other areas: convinced of their own superior knowledge, more elevated than their customers and a VERY poor example of tech support. Thing is, I took what he said to heart and bought a new NetGear router/modem. Arrived this morning from my favourite PC supplier, thankfully before the weekend. Internet withdrawal is no fun!

I hooked it up, configured it and BANG...no connection.

I went back to Xnet and told the very helpful and apologetic tech that I wished to file a complaint against the first Xnet guy. He was a fine example of what a tech support person should be like. Listened to my story, went through what was happening with my new modem and logically explained how the disconnect fault could not possibly be something caused by my home system.

The cause? Someone unnamed had pointed my internet pipeline at the wrong port at the Telecom exchange.

In a miraculous turnaround the whole caboodle suddenly connected this afternoon. The Chorus tech knew nothing about it. It wasn't his doing. It sounds more and more like a clandestine rescue mission by the holier than thou Xnet techy, in order to save (his) face.

So it goes. I plan to stay with Xnet, thanks to the "good" support techies on the help desk. The other guy? Sooner or later his big mean-spirited ego will come crashing down around him.