如何让您的ISP要注意您的问题，（） -简单的帮助

First, a bit of background - which you can skip entirely - I’ve only included it to help to assure you that I (in this case) actually do know what I’m talking about.首先，有点背景-你可以跳过这完全是-我只是把它列入，以帮助向你保证，我（在此情况下）其实知道我谈论。

I’ve held almost a dozen different positions for 3 different Internet Service Providers over the course of my career (lots of promotions - which I always found amusing because I’ma high-school dropout), all within various Customer Care departments.我已经举行了近十几个不同的立场，为3种不同互联网服务供应商超过的过程中我的职业生涯（大量的促销活动-我总是发现有趣的，因为我是高辍学），所有各客户服务部门。 I started out doing actual phone support (when ISDN was considered broadband) and ended out as a corporate Manager for an unnamed (vindictive-tastic) broadband ISP.我开始做了实际的电话支持（时的ISDN被认为是宽带）和结束了作为一个公司的经理一无名（报复性- tastic ）宽频互联网服务供应商。 I can’t cite specific names or company names for this article due to various non-disclosure agreements, and though I don’t think anything below reveals private business practices, I’d rather play it safe (see previous vindictive comment).我不能举出具体的姓名或公司名称的这篇文章，由于种种不披露协议，虽然我不认为任何低于揭示了民营企业的做法，我宁愿发挥它的安全（见以前的报复性评论）。 As a manager I was forced into more Public Relations, Marketing and emergency “we need to fix this fast” meetings than I care to remember.作为管理者，我被迫到更多的公共关系，市场营销和紧急“我们必须要解决此问题快”的会议比我照顾要记住。 Here’s what I’ve learned -这里的什么我已经学会-

Each and every time you talk to a support agent on the phone, via email or live chat - ask for a ticket number early on.每一个时间，请您谈一个支持剂对电话，通过电子邮件或在线聊天-要求一个入场券号码，尽早就。
Why?为什么？ This ensures that they actually create a ticket.这将确保他们实际上创造一个票证。 Agents are notorious for avoiding this (it’sa pain in the behind), and a ticket ensures a ‘record’ of your contact.代理商是恶名昭彰的避免这（这是疼痛，在后面），和一票，确保'纪录'您的联系。 Be sure to ask for the agents name and location.请务必询问，为代理商的名称和位置。 Plus, you’ll need this info for additional steps below (5, 6, 7 and 8 ).另外，您需要此信息为额外的步骤如下（ 5 ， 6 ， 7和第8条）。
Be polite . 有礼貌 。 Say please and thank you, no matter how mad you are.说请和谢谢你，无论你如何疯狂。
If you’re very technical, don’t tell that to the agent.如果您非常技术性的，不要告诉向代理人。 The second you utter the phrase “I know more about this than you do” the agent will go out of their way not to help your arrogant ass.第二，你说出这句话： “我知道更多有关这比你做”代理将走出国门，他们的方式不是以帮助您的嚣张驴。 Put your ego away.提出你的自我消失。 The agent won’t be the least bit impressed with your MCSE or A+ certification, I assure you.代理人将不会是至少有点印象深刻，与您的mcse或一+认证，我向你保证。 Go through the motions even when you know they won’t help (reset the modem, read them the mail server settings etc).通过的议案，甚至当你知道他们是不会帮助（重置调制解调器，阅读他们的邮件服务器设置等）。 Support agents have access to tools that can legitimately resolve your problem (in many cases), but won’t always use them if they want to get off the phone with you - because some of them are time consuming and/or difficult to use.支持代理商获得工具，可以合法地解决您的问题，（在许多情况下），但不会永远使用他们如果他们想下车，通过电话与您联系-因为他们有些是耗费时间和/或难以利用。
Something you may not know - technical support agents are held to certain ‘metrics’ - and one of them is “average handle time”.一些你可能不知道-技术支持代理商举行的某些'度量' -其中一人是“平均处理时间”。 The average handle time is generally somewhere between 7 and 10 minutes.平均处理时间一般是某处7日至10分钟。 As soon as they’ve been on the phone with you for 10 minutes, they’re looking for ways to hang up.尽快，因为他们已经就通过电话与您联系，为10分钟，他们正在寻找各种方法来挂断。 If you’re polite and friendly, the agent is much more likely to stay on the phone with you.如果您的礼貌和友好的，代理人是更容易留在通过电话与您联系。 Promotions and raises are very much based on adherence to these metrics, so when an agent spends more than 10 minutes with you, it’s literally hindering their career.促销和提高是十分的基础上遵守这些指标，因此，当代理人的花费超过10分钟与你，它的字面阻碍了他们的职业生涯。 Oh - and actually helping you solve your problem is less important to the ISP than the amount of time the agent spent on the phone with you.哦-其实是帮助您解决您的问题是同样重要的互联网服务供应商较大量的时间花在代理人就通过电话与您联系。
Never, and I repeat never , threaten legal action to someone on the phone or via email.从来没有，我从来没有重复，威胁采取法律行动，有人在电话或透过电子邮件。
Not only do they not care, the ISP itself doesn’t. 他们不仅不照顾，互联网服务供应商本身并没有。 Every single large ISP has an army of in-house lawyers, with multiple armies of outsourced law firms.每一个大的ISP军队在内务律师，与多个两军外判律师事务所。 That, coupled with the fact your Terms of Service almost certainly grant the ISP the ability to do whatever they want, makes a lawsuit almost entirely pointless. ，再加上事实上，您的服务条款，几乎可以肯定给予的ISP的能力，为所欲为，使诉讼几乎完全无谓。 Several ISP’s train their phone agents to state something along the lines of “well sir/madam, a lawsuit/class-action is absolutely within your rights” and then politely hang up on you.几个ISP的列车他们的电话代理商，以国家的东西大致相同的“好先生/女士，诉讼/阶级的行动是绝对在您的权利” ，然后礼貌地挂断你的。 The same holds true with ‘threats’ about contacting the Better Business Bureau - your ISP simply does not care .同时拥有真正的'威胁'接触更好的营商务局-您的I SP根本不照顾。
Very similar to the above suggestion, never ever tell your ISP that you rely on your Internet connection for your livelihood.非常类似上述的建议，从未告诉您的ISP ，您依靠您的网际网路连线为您的生活。
The second they hear that you’re using it for any type of “business” purposes (including ebay auctions), they will immediately tell you that you’re on a ‘residential plan’ that has absolutely no guarantees.第二，他们听到您使用它可为任何类型的“商贸”用途（包括eBay拍卖），他们会立即告诉你，你使用的是'住宅计划'完全没有保障。 They will be more than happy to ‘upgrade’ your service to a business class product - which will primarily include a huge increase to your monthly bill.他们会更乐意'升级'为您服务，以业务一流的产品-这将主要包括大幅增加，您的每月条例草案。 With that said, if you DO have a business class plan, by all means let them know that each minute your connection is down you’re losing money - but again, remain polite.与说，如果您有公务舱计划，采取一切手段让他们知道，每分钟您的连线是向下您亏本-但同样地，仍然有礼貌。
Be absolutely certain to document each and every time you contact your ISP , and by what method.绝对的某些文件的每一个时间，您与您的ISP联系 ，和由什么样的方式。 Dates and times, method of contact, ticket number (see step 1 above), the agents name and location, and a summary of your interactions.日期和时间，联系方式，机票号码（见上述第1步），代理商的名称和位置，并简要您的相互作用。
Write a letter to the CEO of your ISP . 写信给行政总裁的您的ISP 。
Copy the CIO, COO and anyone in upper management you can find.复制的CIO ，首席运营官和任何人在管理上，您可以找到。 That’s right, a plain old-fashioned snail-mail letter.说的权利，一种朴素的老式蜗牛邮件的信。 Cable companies in particular are still extremely old school, and will respond to a letter much, much more seriously.有线电视公司，特别是仍然非常旧式的校舍，并会作出回应的信，还有更严重的。 I cannot count the number of times that I, as a corporate manager (my job description didn’t come close to including one-on-one contact with customers) was told to drop everything I was doing and phone a customer who wrote a letter to the CEO.我不能指望有多少次，我，作为一个企业经理（我的职位描述没有来接近，包括一对一的接触，与客户）获悉， 下降的一切我是做电话客户谁写了一封信向CEO 。 Now in my particular case I was the “go-to” guy for this type of thing because I had a technical background and didn’t mind doing it at all.现在在我的案件，特别是我是“去”家伙为这种类型的事情，因为我有一个技术背景和并不介意这样做，在所有。 In these instances I was granted the power to do anything that it took to make the customer happy - crediting significant amounts of money to the customers account, having local technicians dispatched immediately (not that day, that HOUR) etc. For your convenience I’ve included the mailing addresses for some of the larger broadband ISP’s below.在这些情况我是理所当然的权力，做任何事情，它发生，使顾客高兴-计入大量的钱，给客户的帐户，经当地技术人员立即出动（不那一天，即小时）等为了您的方便'维生素E包括邮寄地址为一些较大的宽带ISP的下面。 If your ISP’s CEO/President isn’t listed below, try checking their home page in the “About Us” or “Contact Us” section.如果您的ISP的行政总裁/主席是没有在下面列出，请尝试检查他们的主页，在“关于我们”或“联系我们”一节。
Comcast: Comcast的：
Brian L. Roberts布赖恩罗伯茨的影响
CEO, Comcast Corporation行政总裁，康卡斯特公司
1500 Market Street 1500年市场街
Philadelphia PA 19102费城坝19102
Verizon: Verizon的：
Ivan Seidenberg伊凡
CEO, Verizon Communications公司首席执行官中， Verizon Communications
140 West Street 140西街
New York, NY 10007新的纽约， NY 10007
Cox: 考克斯：
Patrick J. Esser帕特里克j.塞
President, Cox Communications Inc.主席，考克斯通讯公司
1400 Lake Hearn Drive 1400年湖hearn驱动器
Atlanta, Georgia 30319 USA美国乔治亚州的亚特兰大30319美国
Time Warner: 时代华纳：
Glenn A. Britt格伦答：布里特
President and CEO, Time Warner Cable主席兼行政总裁，时代华纳有线电视
One Time Warner Center 1时代华纳中心
New York, NY 10019-8016纽约州， New York 10019-8016
Rogers: 罗杰斯：
Ted Rogers, President and CEO泰德罗杰斯，总裁兼首席执行官
PO Box 249 Toronto-Dominion Centre, Suite 2600, Commercial Union Tower邮政信箱249多伦多的统治中心， 2600套房，商业联盟大楼
Toronto, Ontario加拿大安大略省多伦多消息
M5K 1J5 m5k 1j5
Shaw: 答：
Jim Shaw吉姆逸夫
Chief Executive Officer总行政主任
630-3rd Avenue SW 630 -第三道瑞士法郎
Calgary, Alberta卡尔加里，艾伯塔省
T2P 4L4 t2p 4l4
Don’t for one second think that the actual CEO will read your letter, but their administrative assistants, secretaries and mail readers are trained to pass letters of this nature to the appropriate person or group within customer care.不为一秒认为，实际的首席执行官会读你的信，但他们的行政助理，秘书及邮件的读者受过严格训练，通过信件，这种性质的可向适当人士或集团内部的客户服务。
If the problem is unique or you believe it might be widespread, get the attention of the media .如果问题是独一无二的，或者您认为它可能是广泛，获得媒体的注意。
Blogs like博客一样 Consumerist消费 are a great way to get attention, but old-fashion print and TV media are best.是一个伟大的方式获得重视，但旧的方式打印和电视媒体是最好的。 See看见 http://comcastissue.blogspot.com/ as an example of how the media will get a cable company off of their collective asses and resolve a problem that shouldn’t have occurred in the first place.作为一个例子，媒体如何能电缆公司关闭他们的集体资产和解决的一个问题应该不会发生摆在首位。
Seek out the help of fellow customers on online forums such as寻求帮助的同胞顾客对网上论坛，如 BroadbandReports.com broadbandreports.com . 。
Whatever your problem, chances are someone else has experienced it as well, and forums are a great place to see how others got their issues resolved.无论您的问题，机会是别人的经历，以及它作为，和论坛是一个很棒的地方，看到别人如何得到解决的问题。 In addition, some forums have employees lurking in the background, and those employees will sometimes help shed some light on your problem.此外，一些论坛上有员工在潜伏着的背景，和这些雇员有时会帮助了解一些光照对您的问题。
If your problem involves sloppy wiring or work around your house, take pictures and/or video.如果您的问题涉及马虎布线或工作的房子周围，采取图片和/或视频。 Make a creative video of it and post it on YouTube.作出创造性的录像，它和它张贴在YouTube上。 The那个 sleeping tech video睡觉的高科技视频 still makes me laugh, after 20 or so viewings.仍令我笑，后20年或使viewings 。

Have you had a problem that your ISP finally resolved?有你有问题，您的ISP最终解决？ How did you get them to take action?您是如何让他们采取行动？ Please feel free to share tips using the comment form below.请随时与分享提示使用评论下面的表格。 If it’sa particularly good tip I’ll include it in the article itself (of course citing you as the source).如果是特别好的提示我将它包含在文章本身（当然引用您作为源）。 Good luck!祝您好运！