ISP your router is always at fault, when it is not.

[Third Opinion]

Maybe somebody can give me advice on how to deal with technical support.

I use plus.net and have done for many years. I live in a very rural area where we are prone to power outages.

Sometimes after a short outage I lose service. From what I gather something Plus.nets end fails to log me off or disconnect me. This means I can no longer connect.

After the usual ages waiting on the phone you get the same old story about it is not their fault it is because I am using my own router. So I hang up connect their router only to have no service still and have to make the phone call.

Twice they have dispatched a new router which has taken 4 days to arrive and has the same no service.

Any tips on how to deal with tech support. Today was a short 4 hours before they discovered the fault was yet again their end.

 

[Third Opinion]

How do you know that when you have your power outage, when it comes back up your router isn't sending a small spike up the ADSL line and tripping the line card out? Just a thought as had something similar with a customer a couple of years ago.

From this;
"From what I gather something Plus.nets end fails to log me off or disconnect me"
That sounds like a stale session so sometimes a 15 minute power off can clear this or generally a Flex VC and RAS rebuild is needed, if it continually happens then I think you can ask for a lift and shift.

I have no idea what that means technically. But the last chap I spoke to said something about it being reset.

He said I can expect lower speeds and a few disconnects as if it was a new ADSL connection.

Is that the kind of thing you mean? I probably should add the telephone exchange is only about 100 metres from my home so when I lose power so does it. It has a generator which kicks and can run for days (it has done on some long outages last Xmas).