Smartbro WiMAX Review V: Modem Problems

This morning my modem restarted suddenly. Now I didn't see any problem with it since I think it's a normal thing. However, I noticed that it could not find a signal, so I went ahead and checked it's control panel.

It turns out that it had hard-reset itself and now Smart's configuration (Security, Username, Password and Realm) is gone, so obviously it would not be possible to connect to Smart WiMAX internet. (I'm using my other internet connection now, btw).

I decided to call customer service despite the numerous claims that they sucked. I got a technical support rep in just one try. I then proceeded to tell him my story, and that I needed Smart's configuration to make the modem work. However, this happened:

1. He asked me if the modem had "running lights", and told me that it was looking for a signal. He suggested that I reconnect the modem and wait for it to find a signal. Which is a stupid thing to suggest, by the way, since the modem does not have Smart's configuration, obviously IT WOULD NOT FIND A SIGNAL.
2. So I asked him if it was possible for him to give me the configuration instead, but he told me that they don't cater to that request, and then proceeded on the "running lights" solution once again. This time I told him that I was actually an EcE and I at least knew the basic things about modems and how they FREAKING NEED the username and password from the freaking internet service provider for them to work. Actually, one does not have to be an EcE to know that! Nowadays, it's called "common sense".
3. Again with the "running lights".
4. When I asked him if I should just bring my modem to the wireless center, he actually was discouraging me to do so! He told me that what they do is the same with what the wireless center would do. It also seemed that he wanted to waste more of my time by lengthening the conversation. What, do they have a time quota for every call they get?

I'll be bringing my modem to the wireless center later, and hopefully they fix it as soon as possible.

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Update:

When I had my modem checked at the wireless center, the customer care representative did not get to find out what was wrong with it, so she had it replaced with a new one, which I am using right now. She also did not have any idea about the username and password necessary for the modem to connect to the internet. The tech support was right about one thing though: that the wireless center customer care would do the same exact procedure he was asking me to do (although I've done it numerous times already, that's how I knew what was wrong), although of course as he was on the phone, he couldn't replace my modem, which the wireless center could do. LOL.

Tatagalugin ko na: Smart, pwede ba paki-update yung mga manuals ng mga customer service at technical support reps nyo para hindi sila nagmumukang tanga. At wag nyong pagmukaing tanga ang mga customers nyo, matagal nang gumagamit ang mga tao ng modem kaya kahit papano alam na nila yung basic troubleshooting. Nagsasayang kayo ng pampasweldo sa kanila, wala naman silang naitutulong sa mga customers.


Ok I'm done ranting. It's just so frustrating that the one thing that you need, you couldn't get because of stupid people. Anyway, I'm just glad I have a new modem. And now for the test drive.

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Another update:


I can surf now! I was expecting the internet to be super slow at this time yet here I am updating my blog. So the modem was really the problem then. Or the base station. Since I have a new modem I also got a new serving site too. Hmm. Lemme ask my friend who works at Smart. :)