Originally posted by Labrats
@home is the easiest thing to troubleshoot... I find it amazing that anyone on this board would actually need their help.... quit the fibbing
Uh huh. I disagree with this. My cable provider, Rogers (a former @home company/partner), has decided to setup their own network. Mind you, the instructions they give out leave a lot to be desired. As an example: for the mail settings we are supposed to put in pop for the pop server and smtp for the smtp server. Now, this may seem silly but DNS suggests that there has to be more than one pop and more than one smtp. Besides which, the rest of the domain name is missing (maybe its just me). Anyways, a few calls later and I get the full address. Peachie! Im happily surfing away (there are about 5 people on my segment... .. ).

Then this week I can't send email. Weird. I check my settings, Authorization allowed is checked because I know they are using "secure smtp". Now I use Eudora. Been using it since I first got on the Internet. It has to be one of the longest standing commercial email programs. I call to find out why I can't send. "You are using an unsupported application.. I can't help you". I tell him I know what the settings are and they are set as per what the support app is (authorized authentication is the key here) and why can't I send. "I can't help you because you are using an unsupported app". I ask to speak to the supervisor. Tech puts me on hold. Comes back and says "we can't help you because you are using an unsupported app". I say "I want to speak to a supervisor". Puts me on hold. Comes back and pretty much says the same thing. I'm losing my patience. He says the supervisor will tell me the same thing. I say Fine but I want to speak to the supervisor. Finally I get the supervisor. The supervisor, who was quite intelligent and adept, tells me that there is a bug in the upgrade they did recently: seems that no matter what program I use, since I am an OS 9 (apple) user I won't be able to send. OS 8.6 and OS X are fine. It's OS 9 that's the bug.

I told him to train his techies better to ask questions. Just cuz I wasn't using a "supported" application doesn't mean that they can't still support me if I ask whether there is a problem with the server.

So. Long story short: sometimes you do need help with @Home. The question is "Is the Light on at tech Support to provide said help?!?!"