如何讓您的ISP要注意您的問題，（） -簡單的幫助

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，有點背景-你可以跳過這完全是-我只是把它列入，以幫助向你保證，我（在此情況下）其實知道我談論。

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.我已經舉行了近十幾個不同的立場，為3種不同互聯網服務供應商超過的過程中我的職業生涯（大量的促銷活動-我一直覺得有趣，因為我是高輟學），所有各客戶服務部門。 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.我開始做了實際的電話支持（時的ISDN被認為是寬帶）和結束了作為一個公司的經理一無名（報復性- tastic ）寬帶ISP 。 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).我不能舉出具體的姓名或公司名稱的這篇文章，由於種種不披露協議，雖然我不認為任何低於揭示了民營企業的做法，我寧願發揮它的安全（見以前的報復性評論）。 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.作為管理者，我被迫到更多的公共關係，市場營銷和緊急“我們必須要解決此問題快”的會議比我照顧要記住。 Here’s what I’ve learned -這裡的什麼我已經學會-

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.每一個時間，請您談一個支持劑對電話，通過電子郵件或在線聊天-要求一個入場券號碼，儘早就。
Why?為什麼？ This ensures that they actually create a ticket.這將確保他們實際上創造一個票證。 Agents are notorious for avoiding this (it’sa pain in the behind), and a ticket ensures a ‘record’ of your contact.代理商是惡名昭彰的避免這（這是疼痛，在後面），和一票，確保'紀錄'您的聯繫。 Be sure to ask for the agents name and location.請務必詢問，為代理商的名稱和位置。 Plus, you’ll need this info for additional steps below (5, 6, 7 and 8 ).另外，您需要此信息為額外的步驟如下（ 5 ， 6 ， 7和第8條）。
Be polite . 有禮貌 。 Say please and thank you, no matter how mad you are.說請和謝謝你，無論你如何瘋狂。
If you’re very technical, don’t tell that to the agent.如果您非常技術性的，不要告訴向代理人。 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，你說出這句話： “我知道更多有關這比你做”代理將走出國門，他們的方式不是以幫助您的囂張驢。 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.代理人將不會是至少有點印象深刻，與您的mcse或一+認證，我向你保證。 Go through the motions even when you know they won’t help (reset the modem, read them the mail server settings etc).通過的議案，甚至當你知道他們是不會幫助（重置調製解調器，閱讀他們的郵件服務器設置等）。 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.支持代理商獲得工具，可以合法地解決您的問題，（在許多情況下），但不會永遠使用他們如果他們想下車，通過電話與您聯繫-因為他們有些是耗費時間和/或難以利用。
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-技術支持代理商舉行的某些'度量' -其中一人是“平均處理時間”。 The average handle time is generally somewhere between 7 and 10 minutes.平均處理時間一般是某處7日至10分鐘。 As soon as they’ve been on the phone with you for 10 minutes, they’re looking for ways to hang up.盡快，因為他們已經就通過電話與您聯繫，為10分鐘，他們正在尋找各種方法來掛斷。 If you’re polite and friendly, the agent is much more likely to stay on the phone with you.如果您的禮貌和友好的，代理人是更容易留在通過電話與您聯繫。 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.促銷和提高是十分的基礎上遵守這些指標，因此，當代理人的花費超過10分鐘與你，它的字面阻礙了他們的職業生涯。 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-其實是幫助您解決您的問題是同樣重要的互聯網服務供應商較大量的時間花在代理人就通過電話與您聯繫。
Never, and I repeat never , threaten legal action to someone on the phone or via email.從來沒有，我從來沒有重複，威脅採取法律行動，有人在電話或透過電子郵件。
Not only do they not care, the ISP itself doesn’t. 他們不僅不照顧，互聯網服務供應商本身並沒有。 Every single large ISP has an army of in-house lawyers, with multiple armies of outsourced law firms.每一個大的ISP軍隊在內務律師，與多個兩軍外判律師事務所。 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. ，再加上事實上，您的服務條款，幾乎可以肯定給予的ISP的能力，為所欲為，使訴訟幾乎完全無謂。 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.幾個ISP的列車他們的電話代理商，以國家的東西大致相同的“好先生/女士，訴訟/階級的行動是絕對在您的權利” ，然後禮貌地掛斷你的。 The same holds true with ‘threats’ about contacting the Better Business Bureau - your ISP simply does not care .同時擁有真正的'威脅'接觸更好的營商務局-您的I SP根本不照顧。
Very similar to the above suggestion, never ever tell your ISP that you rely on your Internet connection for your livelihood.非常類似上述的建議，從未告訴您的ISP ，您依靠您的網際網路連線為您的生活。
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，他們聽到您使用它可為任何類型的“商貿”用途（包括eBay拍賣），他們會立即告訴你，你使用的是'住宅計劃'完全沒有保障。 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.他們會更樂意'升級'為您服務，以業務一流的產品-這將主要包括大幅增加，您的每月條例草案。 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.與說，如果您有公務艙計劃，採取一切手段讓他們知道，每分鐘您的連線是向下您虧本-但同樣地，仍然有禮貌。
Be absolutely certain to document each and every time you contact your ISP , and by what method.絕對的某些文件的每一個時間，您與您的ISP聯繫 ，和由什麼樣的方式。 Dates and times, method of contact, ticket number (see step 1 above), the agents name and location, and a summary of your interactions.日期和時間，聯繫方式，機票號碼（見上述第1步），代理商的名稱和位置，並簡要您的相互作用。
Write a letter to the CEO of your ISP . 寫信給行政總裁的您的ISP 。
Copy the CIO, COO and anyone in upper management you can find.複製的CIO ，首席運營官和任何人在管理上，您可以找到。 That’s right, a plain old-fashioned snail-mail letter.說的權利，一種樸素的老式蝸牛郵件的信。 Cable companies in particular are still extremely old school, and will respond to a letter much, much more seriously.有線電視公司，特別是仍然非常舊式的校舍，並會作出回應的信，還有更嚴重的。 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，作為一個企業經理（我的職位描述沒有來接近，包括一對一的接觸，與客戶）獲悉， 下降的一切我是做電話客戶誰寫了一封信向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.現在在我的案件，特別是我是“去”傢伙為這種類型的事情，因為我有一個技術背景和並不介意這樣做，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.在這些情況我是理所當然的權力，做任何事情，它發生，使顧客高興-計入大量的錢，給客戶的帳戶，經當地技術人員立即出動（不那一天，即小時）等為了您的方便'維生素E包括郵寄地址為一些較大的寬帶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的行政總裁/主席是沒有在下面列出，請嘗試檢查他們的主頁，在“關於我們”或“聯繫我們”一節。
Comcast: Comcast的：
Brian L. Roberts布賴恩羅伯茨的影響
CEO, Comcast Corporation行政總裁，康卡斯特公司
1500 Market Street 1500年市場街
Philadelphia PA 19102費城壩19102
Verizon: Verizon的：
Ivan Seidenberg伊凡
CEO, Verizon Communications公司首席執行官中， Verizon Communications
140 West Street 140西街
New York, NY 10007新的紐約， NY 10007
Cox: 考克斯：
Patrick J. Esser帕特里克j.塞
President, Cox Communications Inc.主席，考克斯通訊公司
1400 Lake Hearn Drive 1400年湖hearn驅動器
Atlanta, Georgia 30319 USA美國喬治亞州的亞特蘭大30319美國
Time Warner: 時代華納：
Glenn A. Britt格倫答：布里特
President and CEO, Time Warner Cable主席兼行政總裁，時代華納有線電視
One Time Warner Center 1時代華納中心
New York, NY 10019-8016紐約州， New York 10019-8016
Rogers: 羅傑斯：
Ted Rogers, President and CEO泰德羅傑斯，總裁兼首席執行官
PO Box 249 Toronto-Dominion Centre, Suite 2600, Commercial Union Tower郵政信箱249多倫多的統治中心， 2600套房，商業聯盟大樓
Toronto, Ontario加拿大安大略省多倫多消息
M5K 1J5 m5k 1j5
Shaw: 答：
Jim Shaw吉姆逸夫
Chief Executive Officer總行政主任
630-3rd Avenue SW 630 -第三道瑞士法郎
Calgary, Alberta卡爾加里，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.不為一秒認為，實際的首席執行官會讀你的信，但他們的行政助理，秘書及郵件的讀者受過嚴格訓練，通過信件，這種性質的可向適當人士或集團內部的客戶服務。
If the problem is unique or you believe it might be widespread, get the attention of the media .如果問題是獨一無二的，或者您認為它可能是廣泛，獲得媒體的注意。
Blogs like博客一樣 Consumerist消費 are a great way to get attention, but old-fashion print and TV media are best.是一個偉大的方式獲得重視，但舊的方式打印和電視媒體是最好的。 See看見 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.作為一個例子，媒體如何能電纜公司關閉他們的集體資產和解決的一個問題應該不會發生擺在首位。
Seek out the help of fellow customers on online forums such as尋求幫助的同胞顧客對網上論壇，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.無論您的問題，機會是別人的經歷，以及它作為，和論壇是一個很棒的地方，看到別人如何得到解決的問題。 In addition, some forums have employees lurking in the background, and those employees will sometimes help shed some light on your problem.此外，一些論壇上有員工在潛伏著的背景，和這些僱員有時會幫助了解一些光照對您的問題。
If your problem involves sloppy wiring or work around your house, take pictures and/or video.如果您的問題涉及馬虎佈線或工作的房子周圍，採取圖片和/或視頻。 Make a creative video of it and post it on YouTube.作出創造性的錄像，它和它張貼在YouTube上。 The那個 sleeping tech video睡覺的高科技視頻 still makes me laugh, after 20 or so viewings.仍令我笑，後20年或使viewings 。

Have you had a problem that your ISP finally resolved?有你有問題，您的ISP最終解決？ How did you get them to take action?您是如何讓他們採取行動？ Please feel free to share tips using the comment form below.請隨時與分享提示使用評論下面的表格。 If it’sa particularly good tip I’ll include it in the article itself (of course citing you as the source).如果是特別好的提示我將它包含在文章本身（當然引用您作為源）。 Good luck!祝您好運！