Linksys/cisco tech support?!

brekky

My mum recently found her internet connection not working on her laptop - despite our best efforts we couldn't figure out what was going wrong so we phoned Talk Talk (her ISP).

They got her to turn off and on her wireless router but that didn't fix the issue. They then advised there was no issue with broadband in her area (Aberdeen) and couldn't do anymore to help.

So we tried the router people - Linksys (owned by Cisco). She was told she would have to pay £22 before anyone from technical support would talk to her! She then spent over an hour on the phone (I don't know how much they charge per min) to a woman who knew even less about IT than my mum (which is saying a lot). She told my mum to go out and buy a cable and at the end of it the problem was still not resolved.

I just wondered if anyone else was shocked at the fact that such a well known IT company as Cisco would charge people up front (and so much) for basic IT support? I would like to complain and ask for a refund as their information was both neither technical nor did it fix the issue - can anyone help advise me how the best people to go to with a complaint? Or the best people I can mention I will take my complaint to if Linksys/Cisco are not able to resolve the issue themselves?

I am so angry and feel that my mum was cheated out of this money without receiving any decent help or support. :mad:

Thanks,
Heather

debitcardmayhem

Hi Heather,
Talk Talk the ISP ....hmmm
Why did mum ring Linksys was the router her own or was it supplied by Talk Talk ?
Is the issue now resolved and what was the solution?

As far as the question of the support charge goes, I don't really know what the answer is but give us some more info about the problem/resolution and then there will be followers of the this forum giving you more advice than you can imagine.
I understand that you and mum feel short changed but give us more info and we may be able to help. It's like a someone saying "My Computer Won't Boot" without more information we can only speculate.

pcombo

brekky wrote: »

My mum recently found her internet connection not working on her laptop - despite our best efforts we couldn't figure out what was going wrong so we phoned Talk Talk (her ISP).

They got her to turn off and on her wireless router but that didn't fix the issue. They then advised there was no issue with broadband in her area (Aberdeen) and couldn't do anymore to help.

So we tried the router people - Linksys (owned by Cisco). She was told she would have to pay £22 before anyone from technical support would talk to her! She then spent over an hour on the phone (I don't know how much they charge per min) to a woman who knew even less about IT than my mum (which is saying a lot). She told my mum to go out and buy a cable and at the end of it the problem was still not resolved.

I just wondered if anyone else was shocked at the fact that such a well known IT company as Cisco would charge people up front (and so much) for basic IT support? I would like to complain and ask for a refund as their information was both neither technical nor did it fix the issue - can anyone help advise me how the best people to go to with a complaint? Or the best people I can mention I will take my complaint to if Linksys/Cisco are not able to resolve the issue themselves?

I am so angry and feel that my mum was cheated out of this money without receiving any decent help or support. :mad:

Thanks,
Heather

"Netgear" router probably best for average person. As to the cable im guessing RJ-45 Ethernet and you wouldn' need anyother sort if you can get online, but when you buy routers or supplied you generally get one in the box for the initial setup and configuring.

Also talktalk dont supply linksys routers, So talktalk wont offer support if your not using their equipment. Atleart that was the way it use to be a while ago.