I work for Charter internet tech support from a call center in Kamloops BC, Canada; there are 4 offices; Kamloops, Florida, and 2 others.

I understand the frustration ppl go thru when their internet isn't working, but there are a few things that I want to share considering I work "behind enemy lines." If u can't figure it out, yes I do hate my job and I do hope this gets me fired.

1)When u call in for assistance, don't say "I have service with ya'll" or "We have the Charter Bundle". You obviously do otherwise you wouldn't be calling.

2) Don't say "I don't mean to take it out on you." We all know that you do because a) you're pissed off and b) you're talking to a person instead of listening to a machine.

3) The things that we say, a lot of the time, is scripted. The opening statement, the ending statement, a lot of the questions we ask to figure out what's wrong with the internet... other people wrote it, we get paid to say it. The things we ask ppl to do (unplugging, typing, etc...) DO work, it's not a waste of time as some ppl like to think.

4) If you think asking for a supervisor will take care of everything... don't bother, and u actually have Oprah to thank for this. Ms. Winfrey did an episode on what to do when to call in for assistance on well pretty much everything, and one of the things to was automatically ask for a supervisor. Because of this episode, Charter has made an internal policy stating that supervisors (Lead Services as they're called in our offices) are "non-technical." Meaning that they are to ACT DUMB, while they know 3 times more than agents like myself. The only way we do transfer to a supervisor is if the customer's irate to the point where they don't want to talk to us. If any technical work is needed to be done, they will transfer u back to the agent.

4) If you're calling to complain, we have a complaint dept. with its own number that you can call; Just ask the agent u're talking to. You're wasting your time and ours by complaining to us, and we simply don't care; we get paid to fix the internet and sell u stuff.

5) If you don't know what you're doing but know someone who does, have them call in on your behalf; it saves time fo everyone and saves you from getting frustrated.

6) We DO NOT help with Routers, or email programs (Outlook, Outlook Express, etc...)

7) Charter does NOT block ports for gaming, nor do we open ports. Home Networking Customers especially; Opening ports is beyond our scope of support. Contact NetGear to get assistance with that.

8) We don't help with XBox Live/PS3 Online. With the online connection, if it works on your computer it's not our problem.

Keep what I said in mind, and things'll be a lot smoother next time you call.

Thanks for listening; I'll take ur death threats now, please.