Bell Support Is Awful!

* Update: See my new post Bell Problems Solved on how this issue turned out! *

It’s late, and as I sit here and wait in queue for bell ‘support’ chat, I’ll tell you about the kind of trouble that I’ve been having tonight. Well, basically, I need to be able to print from a laptop to a different computer on the network. What really irritates me is that they just don’t understand what you’re saying.
I think that Bell and other big corporations should stop making these people who have
english as a second language do the support chat! This is what I got:

System Welcome Connor.
System Connecting to server. Please wait…
System Connected to server.
System Muthu (SCI-12047) has joined the session.
System Connected with Muthu (SCI-12047).
Muthu (SCI-12047) Greetings Connor,

Thank you for choosing Bell, my name is Muthu (SCI-12047), how may I help you today?
You hi
Muthu (SCI-12047) Hi Connor.
You I need to be able to use a printer on a different computer than the one i am using right now
You I want to install it so I can connect through the router and access files on that computer too
Muthu (SCI-12047) May I have your b1 user id?
You ok it’s ——–
Muthu (SCI-12047) Thank you for your information, give me a moment to retrieve your account.
You sure
Muthu (SCI-12047) I apologize we do not offer support for this specific issue. I request you to configure your printer provider for assistance.

The one before that was much worse, but you get my idea! It’s not the printer company’s modem, it’s YOUR modem.
And by ‘configure’…
I’m sure you mean ‘call’.
I’m fed up and I’m going to bed.


Now it’s the morning and I still have to fix it. I’m going to start another support chat.
I have suspicions that it’s the new modem/router that’s causing the problem.
Also, with our new internet we’re supposed to be getting around 5 mbps!
I wonder if anyone else is having this problem.
First I’ll try and fix the network issue and then I’ll fix the speed issue.
I was also searching on Google, and found that people were also having issues with home networking. I just went through another chat:

System Welcome Connor.
System Connecting to server. Please wait…
System Connected to server.
System Vinod R (SCI-9020) has joined the session.
System Connected with Vinod R (SCI-9020).
Vinod R (SCI-9020) Greetings Connor,

Thank you for choosing Bell, my name is Vinod R (SCI-9020), how may I help you today?
You Hi, I need to be access files on a different computer from the one I am on.
Vinod R (SCI-9020) May I have your b1 number and your e mail address please?
You ——–
You ——.——-@sympatico.ca
Vinod R (SCI-9020) Thank you for your informations.
Vinod R (SCI-9020) May I confirm that you need to connect your computer wireless?
You I need to access files on a different computer wirelessly
You yes
Vinod R (SCI-9020) I certainly can help you with that Connor
Vinod R (SCI-9020) May I know that you are connecting wireless for the first time?
You No, I connected before
Vinod R (SCI-9020) So, you need to reconnect. Am I right?
You No, I can connect, but I need to access files on a different computer in the network
Vinod R (SCI-9020) Would you mind if I ask a few questions before we proceed? This will
give me a better understanding of your problem.
You sure
Vinod R (SCI-9020) Thank you.
Vinod R (SCI-9020) It seems that already you are having wireless connection. Now you need to access the files on your first computer from your second computer. Am I right?
You yes
Vinod R (SCI-9020) I apologize we do not offer support for this specific issue. I can redirect you in to the proper direction and you should be able to get the information you need regarding this.
You ok
Vinod R (SCI-9020) I would suggest you to contact your local network technicians.
Vinod R (SCI-9020) Thank You. Is there something else we can help you with today?
You no thanks

NRRGH! I AM THE LOCAL NETWORK TECHNICIANS! I’m sorry but, I don’t live in a company. I AM the computer administrator, vendor and network technicians!

Help!

Here’s a chat I had with someone about our speed issue.

System Welcome Connor.
System Connecting to server. Please wait…
System Connected to server.
System Paul (SCI-11624) has joined the session.
System Connected with Paul (SCI-11624).
Paul (SCI-11624) Greetings Connor,

Thank you for choosing Bell, my name is Paul (SCI-11624), how may I help you today?
You Hi, we recently ordered a Bell Total Internet Performance package, and I ran a speed test and there was no difference in speed
You we’re supposed to be getting around 5 mbps
Paul (SCI-11624) Connor, I certainly can help you with that
Paul (SCI-11624) May I have your b1 number please so that I can pull up your account?
You ——–
Paul (SCI-11624) Thanks for the Information, Connor.
Paul (SCI-11624) Please give me a moment.
Paul (SCI-11624) May I have your service telephone number?
You — — —-
Paul (SCI-11624) Thanks for the Information.
Paul (SCI-11624) Please give me a moment. Let me check with your line profile.
You sure
Paul (SCI-11624) Connor, I checked with your line profile and its seems a problem with your line profile.
You ok
Paul (SCI-11624) I can walk you through a few steps right now if you wish and I am sure we can fix your issue.
You i would like that very much
Paul (SCI-11624) I would suggest you to verify your physical setup:
1. There should not be any filters or extensions between the modem and the phone jack. The should not be a router or hub between the modem and the computer.
2. The cable should not be longer than 2 meters (7 feet).
3. Make sure the modem is at least 30 CM (1 foot) away from any electrical device including the computer.
4. Verify that filters are installed on every phone except the one plugged into the modem.
5. Ensure that the wires are in good condition.
6. Unplug all phone devices. Plug one phone at the time and try to browse one more time to see if the service have improve.
Paul (SCI-11624) Thank you.
You should I try that now?
Paul (SCI-11624) Yes.
You thanks
System The session has ended.

After I talked to this guy, I got back on the phone about our network issue (again) and the lady gave me dell’s phone no – 1 800 847 4096.
She said that you might need admin privileges which I agreed with, but I’m not sure what calling dell will do. So I called them.

And they said they don’t help with that…

Sometimes you get a good one, and sometimes you get a bad one, is what I conclude from this.

Digg my article

  • Craig

    Hello my name is Doctor Who (wink wink, nudge nudge…connor you know who this is right? IT STARTS WITH A C!!! ENDS WITH A G!!! NO NOT COG!!! CRAIG!!!) umm *ahem* anyways I read your blog everyday but for the past few days you havent posted. I love reading it every day can you PLEEASE post every single day? I would love it!

  • Craig

    Hello my name is Doctor Who (wink wink, nudge nudge…connor you know who this is right? IT STARTS WITH A C!!! ENDS WITH A G!!! NO NOT COG!!! CRAIG!!!) umm *ahem* anyways I read your blog everyday but for the past few days you havent posted. I love reading it every day can you PLEEASE post every single day? I would love it!

  • Anonymous

    First of all, you SHOULD know that “these people who have english as a second language” do the job that you and many many “native” people don’t DO due to different reasons I’m not going to discuss now.

    According with you “POST” Maybe you are more ignorant than them, because it is true, there is nothing to do with the wireless connection, it is more simple, it is between the new modem configuration (set up) and the printers. It doesn’t have to do with LANGUAGES barrier SORRY

  • Anonymous

    First of all, you SHOULD know that “these people who have english as a second language” do the job that you and many many “native” people don’t DO due to different reasons I’m not going to discuss now.According with you “POST” Maybe you are more ignorant than them, because it is true, there is nothing to do with the wireless connection, it is more simple, it is between the new modem configuration (set up) and the printers. It doesn’t have to do with LANGUAGES barrier SORRY

  • Connor M.

    Dear Anonymous:

    I understand that they do work that most people in North America don’t do, because they are cheap labour. I don’t understand what you were saying when you were saying this:

    “According with you “POST” Maybe you are more ignorant than them, because it is true, there is nothing to do with the wireless connection, it is more simple, it is between the new modem configuration (set up) and the printers. It doesn’t have to do with LANGUAGES barrier SORRY”

    I think that it has EVERYTHING to do with the language barrier – even you don’t seem to have english as your native language. The person didn’t understand my question, and ALSO replied in english that wasn’t gramatically correct. What you said above that it is between the new configuration and the printers is rubbish! I can’t even access my files through my SMB shares on my network using that new router. THE ROUTER IS GARBAGE!

  • Connor M.

    Dear Anonymous:I understand that they do work that most people in North America don’t do, because they are cheap labour. I don’t understand what you were saying when you were saying this:”According with you “POST” Maybe you are more ignorant than them, because it is true, there is nothing to do with the wireless connection, it is more simple, it is between the new modem configuration (set up) and the printers. It doesn’t have to do with LANGUAGES barrier SORRY”I think that it has EVERYTHING to do with the language barrier – even you don’t seem to have english as your native language. The person didn’t understand my question, and ALSO replied in english that wasn’t gramatically correct. What you said above that it is between the new configuration and the printers is rubbish! I can’t even access my files through my SMB shares on my network using that new router. THE ROUTER IS GARBAGE!

  • Anonymous

    doesnt networking have to do with your OS, the company who manufactured the modem and maybe the manufacturer of the printer? it has nothing to do with bell

  • Anonymous

    doesnt networking have to do with your OS, the company who manufactured the modem and maybe the manufacturer of the printer? it has nothing to do with bell

  • Connor M.

    it does have to do with the os and the modem manufacturer, but since bell provided me with the modem, they should provide me with support.

  • Connor M.

    it does have to do with the os and the modem manufacturer, but since bell provided me with the modem, they should provide me with support.

  • Anonymous

    This sounds like a windows file/printer sharing issue. Not a bell modem issue. Unless bell is providing you with a router as well… and the router is somehow blocking communication between the two computers.

    But really, this is a software issue and has nothing to do with your internet provider. Honestly, Bell’s support DOES STINK!!! But in this case, you need to read up on windows file and printer sharing before talking to your internet providers tech support.

  • Anonymous

    This sounds like a windows file/printer sharing issue. Not a bell modem issue. Unless bell is providing you with a router as well… and the router is somehow blocking communication between the two computers. But really, this is a software issue and has nothing to do with your internet provider. Honestly, Bell’s support DOES STINK!!! But in this case, you need to read up on windows file and printer sharing before talking to your internet providers tech support.

  • Connor M.

    “Not a bell modem issue. Unless bell is providing you with a router as well… and the router is somehow blocking communication between the two computers.”

    I hope that I mentioned in the post that this is a modem combined WITH a router.

    Thanks for reading :) you people should see my latest post on this issue: Bell Problems Solved

  • Connor M.

    “Not a bell modem issue. Unless bell is providing you with a router as well… and the router is somehow blocking communication between the two computers.”I hope that I mentioned in the post that this is a modem combined WITH a router.Thanks for reading :) you people should see my latest post on this issue: Bell Problems Solved

  • Connor M.

    Oh yeah, and the reason I know the problems with THEIR router is because when I use my old Linksys router the networking works fine – with the 2Wire the computers don’t recognize eachother. DHCP is configured and everything. VERY strange.

  • Connor M.

    Oh yeah, and the reason I know the problems with THEIR router is because when I use my old Linksys router the networking works fine – with the 2Wire the computers don’t recognize eachother. DHCP is configured and everything. VERY strange.

  • Bernard

    Dear Connor
    I have exactly the same problem wiyh my new high speen modem-router 2701HG-G from Bell. I cannot see other compiters from my network and more important, cannot get access of my shared drives from another computer on the network.
    It use to work when i was intermediante speed and had a seperate linksys router.
    While looking for solution on google I found that you had this problem (zoomcities june07) and solved it solved it by using a signal repater (recommendation from darkfate. What is a signal repeate, how does it work and how did you do it ?
    Thanks
    Bernard

  • Bernard

    Dear ConnorI have exactly the same problem wiyh my new high speen modem-router 2701HG-G from Bell. I cannot see other compiters from my network and more important, cannot get access of my shared drives from another computer on the network.It use to work when i was intermediante speed and had a seperate linksys router.While looking for solution on google I found that you had this problem (zoomcities june07) and solved it solved it by using a signal repater (recommendation from darkfate. What is a signal repeate, how does it work and how did you do it ?ThanksBernard

  • Connor M.

    Hi bernard.

    I see you did some real “in-depth” research while searching. That indeed was my post there at Zoomcities.

    I tried the signal repeater and it increased the range of the router – it pretty much echoes EVERYTHING the router says so it increases the router’s range based on where you put it, but the problem was – I didn’t mention it at the time, but the file-sharing STILL didn’t work. So I hooked up the linksys yet again to the router, and I decided to completely bypass the modem/router from 2wire and then connect all computers to the Linksys. I used the Linksys for file-sharing and simply disabled the wireless on the 2wire. Also, I used the Linksys as a dmz-plus device, so all of the NAT was correctly forwarded and therefore I could open ports through the linksys and not have to use the frustrating 2wire.

    The reason I said “Thanks that worked” was because He gave me the idea to hook everybody’s computer up to the Linksys and that worked (sort of indirectly).

    Eventually, our Linksys broke (it is broken now as we speak), and now we are using the 2wire again – but we can’t print or share files (back to square one!).

    Bell is completely ignorant of the situation. They don’t get that their router is useless.

    Somebody needs to do something… or; save us all – switch to Rogers!

  • Connor M.

    Hi bernard.I see you did some real “in-depth” research while searching. That indeed was my post there at Zoomcities.I tried the signal repeater and it increased the range of the router – it pretty much echoes EVERYTHING the router says so it increases the router’s range based on where you put it, but the problem was – I didn’t mention it at the time, but the file-sharing STILL didn’t work. So I hooked up the linksys yet again to the router, and I decided to completely bypass the modem/router from 2wire and then connect all computers to the Linksys. I used the Linksys for file-sharing and simply disabled the wireless on the 2wire. Also, I used the Linksys as a dmz-plus device, so all of the NAT was correctly forwarded and therefore I could open ports through the linksys and not have to use the frustrating 2wire.The reason I said “Thanks that worked” was because He gave me the idea to hook everybody’s computer up to the Linksys and that worked (sort of indirectly).Eventually, our Linksys broke (it is broken now as we speak), and now we are using the 2wire again – but we can’t print or share files (back to square one!).Bell is completely ignorant of the situation. They don’t get that their router is useless.Somebody needs to do something… or; save us all – switch to Rogers!