(on hold for 20 minutes, then–)
MTS — Hello this is K___, how may I help you?
K — Hi, is your server down?
MTS — …No…Why?
K — I can’t connect.
MTS — Okay. What’s the error message?
K — Server timeout.
MTS — …Restart your computer and unplug your modem’s power cord.
K — …(while complying, about 5 minutes)… Do I plug it back in after I log in?
MTS — Plug it in after you’re up and running.
K — Okay, it’s back on.
MTS – Give it a few minutes to sync back up to your computer and until the lights turn green.
K — (confused, since all the lights were already green and now only 3 are on. 3 mins pass.) Okay… Well, the PWR, DSL and ENET lights are green. Can I connect now?
MTS — Go for it.
K — (connects successfully) I’m connected.
MTS — Great. (about to end call)
K — SOOOOO… This has been happening a LOT over the past week and a half. Could you tell me what the possible causes are?
MTS — Sometimes your modem and the software on your computer don’t sync properly.
K — …Is there any way for me to minimize this behaviour in the future?
MTS — Whenever it happens, unplug your modem and restart your computer.
K — … … … So there’s nothing else I can do to prevent this from happening? I’ve restarted several times before without unplugging, and it works for a bit, but then it stops again.
MTS — No, you have to physically unplug the cord.
K — Well, that’s very inconvenient. This has been occurring frequently–
MTS – OHHHHH wait, what is your modem’s model number? It’s on the underside of your modem.
K — (checks modem) 5360.
MTS — There’s actually a patch for that modem on our website. If you go to www.mts.ca and go to Technical Support, you should be able to download the firmware upload (blah blah blah blah blah)…
K — Right. Thanks. Bye.
MTS — Thank you for calling MTS. Have a great day.
———-Soon after————–
IRIS — Thank you for calling Shaw, how may I help you?
K — Hi, I’m looking to switch to you from MTS Internet…(blah blah questions and installation scheduling ensues)