How to Make a Tech Support Call to Your ISP

Making tech support calls can be frustrating and time-consuming, and sometimes completely fruitless. To get the most help for problems with your Internet connection and from repeated browser errors, it's important to plan the call before you make it.

Things You'll Need

• Paper and pen
• Basic information about your computer and modem
• ISP support software
• Flashlight

Instructions

1. Plan ahead,. Your Internet service provider will have a wealth of information about technical service issues and important phone numbers on its official website, but it's tough to access this information when your connection goes down. Be sure you have the right tech support numbers jotted down in a phone book or planner and saved on your hard drive.

2. Download any support tools from your ISP. Internet service providers often have software that you can run when you're having connection issues or other problems with the Internet. It can test your modem, network, and run through a list of common fixes that may resolve your issue without a tech support phone call. If you still have a problem, print out any information the support tool gives you about your particular issue.

3. Make a list that you can refer to when you make your tech support call. Start by making a note of what type of computer you have, what operating system (e.g. Windows, Unix, OS X), and what version of the browser you are using (e.g. Microsoft Explorer, Mozilla Firefox).

4. Note what type of modem you have. If you have an external modem supplied by your ISP, get the model number usually found on the bottom of the unit.

5. List any and all problems you are having, such as a slow connection, emails not being sent and spotty connectivity. For each problem, mark the date when you began having the problem. If you can't be precise, get as close as you can. Knowing when the problem started can help the technician figure out if it coincides with downtime on the ISP's side or if it may be a problem unique to your system.

6. Copy down any error messages, word for word. If you're getting an error message every time you try to open a Web page or each time you try to send out email, you'll want to let the technician know the exact wording (and number if there is one) of that error.

7. If you feel your connection is slow, check the speed with an online speed test. You can share the results with the technician and see if it's in the correct range. (See Resources below.)

8. Allow at least a half hour for the call. If you have to leave for work in five minutes, then postpone the call until later. You want to be able to devote your full attention to the call and getting the assistance that you need.

9. Keep a flashlight handy, especially if your CPU or modem are under your desk. The technician may ask you about model numbers or how your wires are connected, and it can be difficult to see the necessary details without some extra light.

10. Connect with a technician you can understand. If you subscribe to a major ISP and are phoning a large call center, you can employ a valuable trick I've learned: if you reach a tech support person that you can not understand, hang up. Call back and you will most likely reach another person in the call center, hopefully one who speaks clearly and loud enough for you to hear. How well your call goes depends on how well you can communicate with the technician. If you can't understand him and he can't understand you, then the call is a complete waste of time. Don't be intimidated. If you're in the middle of the call and are getting nowhere, ask to be transferred to another support person.

11. Speak clearly and concisely to the technician. Just as you need to be able to understand the technician, she needs to be able to understand you. Be specific about your issues. Try not to ramble, mumble or make vague statements. Stick to your list and give the technician facts that she can work with.

12. Be polite. It's all right to express frustration with the situation, but getting hostile with the tech support person will not resolve your situation any sooner. Technicians are human and are generally more apt to respond well to courteous requests for help than yelling.

13. Ask for clarification if you don't understand a question. If the technician asks about modem speed or how your network is connected and you don't have the answer, be honest. Ask the technician to explain what he needs and how you can get the right answer for him.

14. Make a log of the call. Write down the date and time you called, and the technician's name. Add any information you've been given, such as the day your new modem will be shipped, the time a technician will arrive at your house, or how soon the server will be up and running again. If the problems persist and you need to make a follow-up call, it's good to have a record of exactly what you were promised and by whom.

Tips & Warnings

• If you have repeated problems with your ISP and can't seem to communicate well enough with them, ask a computer savvy family member or friend to make the tech support call for you. Sometimes a difficult problem can be resolved more quickly by someone who knows all the right computer jargon. Stand by and assist with any information your friend might not have access to, such as passwords.