New Wireless Router

August 15, 2008

I finally got tired of my old wireless router and it’s ever more frequent reboots yesterday. So I purchased a new Netgear model today.

Now it has been a while since I set up the old one so I was a little rusty and not a little surprised when it came to me needing to call technical support.

Not that I should have bothered.
Virgin Media confirmed that all the settings I had input were correct and kindly forwarded me to Netgear technical support. Before calling either support team I had figured out by myself that the problem was DNS related. Anyway, after spending another half an hour on the phone with Netgear the support staff finally decided that he couldn’t fix the problem and that I would need a call back from his supervisor. This call has yet to arrive.

So why shouldn’t I have bothered calling either companies? Well after putting the phone down to Netgear I proceeded to fix the problem myself….

So what lessons have I learnt?

1. I know more than I think I do sometimes.

2. I know more about Netgear’s products than their support line (This is the first one I have ever owned and I have only had it for a couple of hours).

3. It’s nice when the technical support tells you that they don’t often get calls from ‘people with my expertise’. But not so nice when they are about as much help as an automated message.

4. It might be fun telling the support supervisor, when he eventually calls back, that I solved the problem by myself.