How to get chat support to listen
I'm very frustrated with the experience on live chat of being treated like an idiot.
I've had the same issue on May 31st and June 15th where my modem wouldn't be detected by the status check equipment and had effectively no upload bandwidth.
On the first occurrence it showed as 51-500 customers on the outage map so I just waited a few hours.
This occurrence wasn't showing as an outage but nothing I could do would convince that person on chat that it isn't an issue with my equipment. After the better part of 40 minutes, and being told to do the trouble shooting steps that I had already done prior to starting the chat, they tried to schedule a totally unneeded technician visit. I told them No and disconnected from chat is frustration.
2 hours later, with nothing ever showing on the outage map, things resolved.
Is there a secret to get the support personnel not to treat a customer like an idiot?