This rant is dedicated to Telia(Sonera), the former Swedish governmental telecom company. They’ve delayed, broken things and been plain unhelpful since day one. Quotes in Blue are from Telia.
About 10 months ago we ordered “Triple play” from them (Phone+DSL+IPTV) since it would be cheaper in total than our current setup (Phones+DSL from BBB and TV from Boxer).
First problem: “Oh you don’t have a phone contract with us?” “No I just ordered phone+DSL+IPTV “triple play” from you, why would I already have phones from you?” “Well you need to have phones from us to get broadband and then IPTV.”
Took a month for the piece of paper we needed to sign to show up, we signed it, mailed it (using a pre-paid & addressed parcel they sent with it). A week later I called “We haven’t received that.” Another month and I got a second paper signed and sent.
“Ok we got the paper, now we’ll start negotiating with your current phone provider about switching over” I had no contractual obligations with my then current phone/DSL provider BBB and they said it would take about a week to switch over. A couple months later I get a call about our phones being transferred the next week.
The tech that switched our phones killed our DSL dead, simply unhooked it, most likely since he saw we didn’t have DSL from them yet since we could only order DSL from them when we had their phone service, and though it shouldn’t be connected, though there is no real point in disconnecting it, BBB isn’t authorized to re-connect, only Telia’s subsidiary Skanova is and there was some confusion about the fact that we were in the middle of switching DSL provider so for 3 weeks we were without an internet connection.
They finally hooked it back up after 2 techs failed to realize the DSL station’s harware was literally fried, the third tech did, and a couple weeks later they sent a tech and switched the DSL provider to Telia (at the time of writing this was a couple of weeks ago). Worked OK but was quite a lot slower than it used to be, tried both their modem and BBB’s modem, both gave me about 8Mbit down and 0.8Mbit up, I used to have 12.7Mbit down and 1.4Mbit up. Called them and asked why it was slow “That bandwidth is reserved for the IPTV” “The IPTV I haven’t received yet? Have you sent that box to me yet by the way?” “Let me check… No we haven’t, do you want me to send it?” “…yes? *facepalm* there was no mention of the IPTV cutting into the DSL’s speed, and even if it needs some bandwidth why does it have 4-5Mbit dedicated to it at all times even if it’s not in use? why doesn’t it just use what it needs when it’s on?” “I don’t know, what’s how it’s set up, the station sees you have IPTV on your account and splits the bandwidth.”
We finally got the hardware for IPTV a week and a half later, and while I’m trying to set it up they pushed a firmware update to the modem to use VoIP instead of analog phones, but since there is no actual warning about a firmware update in progress I turned it off since it stopped working thinking it had crashed, thus bricking the modem.
I just spent 2 hours on phone support most of that time just waiting and talking to an automated system that doesn’t comprehend plain Swedish at all, guess the note of frustration and pleading in my voice wasn’t to it’s linking. After finally getting through the first time a step they asked me to do disconnected the call, and they didn’t call back even though I asked them to, second call I got them send me a new modem, no one knows how long that’ll take. (If my previous experiences are anything to go by, months).
Luckily I still have that BBB modem (yes modem! no router nonsense) that works just fine for internet, IPTV is out of the question though.
The clueless 20 something person on the other end then asked “anything else I can help with?” and I tried to explain that I’d like to set the modem in gateway mode, or add a DMZ, both options are locked down in the software (screenshot of the software) but they had access from their end, “Why would you want do do that” “I want to use my WRT54GL router running DD-WRT instead of using the modem as a router.” “Why would you want another router? we’ve given you a router” “It’s very basic, It doesn’t have that many options, none of note anyway and I can’t set it as a gateway or add a DMZ, it asks for a password, the one you supplied doesn’t work, but you can do it from your end” “We’ve given you a router, use that router” “My previous ISP BBB pushed other firmware from their end making my previous modem that’s near the same model and of the same make into a gateway when I asked, you’re saying you don’t do that?” “Call the premium support (their name for Tier 2) they might know.” *click*
I’m a collage level network technician, do they seriously expect me to use software aimed at grannies? I want a DSL service + IPTV from my ISP, that’s all, I don’t want locked down networking infrastructure.
The “Premium Support” is 19 SEK ($4) a minute. I guess I got no choice but to call them, but I’ll wait until the new modem arrives (hey I might even get lucky, they might send some other model/brand that isn’t ) I just hope that they actually know what “DMZ” (demilitarized zone) and gateway means and can actually help.
TEO neatlieka paslaugų (GALA TV)