When Technical Support Dweebs Attack
I have quite the large collection of devices on my home network, as I'm sure most tech geeks do. This includes: Computers (5), Kobo eReaders (2), iPads (2), AppleTV, PS3, XBox360, Wii, Apple TV, iPhone, Blackberry and a Partridge in a Pear Tree. Well, maybe not a patridge in a pear tree, but you get the point... a number of these devices are enabled at any given time.
So that's the background on my network, now for the story.
I recently experienced an internet outage at home. This wasn't a single occurance but occured 10-15 times in the course of a day. I'd spoken to my ISP a couple of days prior about a single instance but that issue seemed to have gone away. Today's call resulted in the identification of the problem, there are line issues in my area and a technician will be coming by to investigate further.
This verdict was reached after only three phone calls which involved speaking with four "technicians". I hesitate to use the word "technician", so we'll stick with dweeb. In particular, I want to discuss Dweeb #1, the first Dweeb I spoke with.
This guy actually started reading to me from his script, not the portions that he was supposed to ask me, but the entire script, "OK, now it says that I should get you to test your browser." and "It says here that you are required to reboot your router before we proceed, should we try that now?"
Now keep in mind, before I share my favourite tidbit of technical advice, that my issue is an internet outage, something I feel I'm more than qualified to identify, that affected both wired and wireless connections. My internet service and my IPTV service were both affected at various points.
So at this point I'm half asleep, doing other things, and listening to the dweeb read off his script. I throw in the occasional 'yep' or 'ok', but otherwise I'm in la-la land. That is... until he reads the next portion of his script, "OK Sir, it sounds like it's probably the security settings, we'll need to change them."
I use WPA2+AES on my network, I have for the last year that I've had this service, and no one has ever told me that my wireless settings might be an issue on previous calls. I asked him to repeat himself and he indicated that I needed to "lower my security". Apparently I have two many devices on my network which causes "too much security to occur", so if I "switch to a lower security setting, less security will happen." I can only assume that in some instances, security means encryption but I'll never know for sure.
He suggested we start lowering my security settings, first to WPA and then lower if necessary and I couldn't help but laugh. I've never before had tech support tell me I had to make myself less secure, but that's what this guy was doing. I allowed him to test WPA+TKIP and then afterward moved myself back up to WPA2+AES but what if I wasn't a tech geek?
If this is standard practice for ISPs dealing with wireless issues, then we have a serious problem. ISP routers are finally shipping with something more secure than WEP enabled by default, but tech support could potentially reintroduce this insecure setting. That's a scary thought! Support organizations for these ISPs are reducing security instead of pushing to improve security.
I don't have an answer, but I still have to ask the question... What do we do when tech support dweebs attack?