eightzero wrote:
Yes, and no joy there either.
I did have an online chat with charter support. The rep had no real advice, then promised to "escalate." I don't expect a response.
Howdy " 8 0 " 😉
In my experience with email issues here in ASC threads, i recall that some (if not most) problems have resulted from the provider 'techies' making some change 'behind the curtain' which did not make it into the "Support Knowledge Base" of the support staff.
Mail Client is a 'mail client' - they all MUST work exactly the same regardless of age or version of the software - it is the PROTOCOL that must be followed.
While 'settings' bullet lists may be 'from' Charter's website, they may be "Dated" based on 'behind the curtain' change made = happens all the time, everywhere. I would expect a Support KB to be updated before a webpage.
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I am not a big fan of Chat Support - its only Pro is a 'paper trail' (if you somehow save the History = Con is that it is too 'anonymous' for my taste, they can just 'sign off' without resolution.
I AM an advocate for phone support - if only for the reason that when an "escalation" is required, you can 'wait on HOLD' until you get the higher up. Hold their feet to the fire!
Fan that I am, I cannot recall EVER receiving satisfaction from any 1st responder - thus, I EXPECT that there will be an escalation from the git-go.
I also take "notes":
- 1st support specialist name
- Trouble Ticket #
- Events during the call
- ± Timestamps of events
- all names & titles of 'escalated' responders
I have found that polite, assertive insistence is generally required to keep them on the phone is necessary. Phone reps are most likely afraid that their inability to 'resolve' will go into their "performance record" - which it may, but as a former manager of a support group, it should NOT.
good luck with your persistence...
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