Never tell technical support people you're using OS X

Discussion in 'macOS' started by Dreamkatcha, Jul 19, 2006.

  1. Dreamkatcha macrumors regular


    Mar 17, 2003
    Manchester, England
    A myriad of internet connection problems are platform independent, yet if you let on to your ISP's tech support people that you're using OS X they'll wash their hands of you in the blink of an eye.

    I contacted Tiscali to let them know that roughly 1 in every 10 web sites I try to access won't open and asked them to look into it for me. I know these sites are available because I can get to them via a proxy. I've also flushed my DNS cache to make sure the problem isn't on my side, and resolved their IPs and tried to connect that way (it didn't work). Their solution was to contact Apple because they don't know anything about Macs. It's always the same.

    Any ideas? Is it for my ISP to sort out or is there something I can do myself?
  2. kevin.rivers macrumors 6502a


    Dec 4, 2005
    Your ISP should be helping. I am guessing you had to tell them you had a Mac when you got the service. So if they didn't have a problem then, they shouldn't have one now.

    If they don't have the technical know-how to help, I would switch to a company that does support Mac.

    Basically they are saying to you, "even though you are paying us for this service and it doesn't work properly, since you have a Mac we can't help. Thanks for the cash though!"

    That is not how a business should operate. I personally would switch services, and when I called to cancel you better believe I would tell them why.

    As far as your problem. I am not really sure. I don't think Apple would be able to help you though. It sounds like a problem on the ISP's end.
  3. macsrockmysocks macrumors regular

    Feb 21, 2006
    I feel proud telling people I have a Mac now. I mean, when the guy comes to hook up our internet at my new house tomorrow, I am purposefully going to put my iMac in front of his face. As for the internet problem, it most likely them. They just don't feel like dealing with your computer. Probably because none of their technicians know how to work them.

    EDIT: ^ Replied at the sam time as me. lol
  4. Dreamkatcha thread starter macrumors regular


    Mar 17, 2003
    Manchester, England
    No, I didn't inform them that I'd be using a Mac with their service before signing up because it shouldn't matter. The router does all the 'hand shaking' and that's not tied to a particular OS.

    You're right. They've actually admitted that they don't have the expertise to deal with (supposed) Mac issues. I don't know how you can get a job in tech support without ever having touched a Mac.

    I'm starting to think switching ISPs is my best option too. This isn't the first time I've been fobbed off by these clowns.
  5. Macnoviz macrumors 65816


    Jan 10, 2006
    Roeselare, Belgium
    Do you have Bootcamp? If yes, you can tell them you're using Windows XP SP2
  6. Dreamkatcha thread starter macrumors regular


    Mar 17, 2003
    Manchester, England
    No, and don't even mention the 'W' word. You'll give me nightmares. :D

    My [that word] computer at work has a mind of its own - it reboots itself whenever it feels like it. There doesn't seem to be any one consistent cause. Sometimes it happens if I open VLC, sometimes when I open WMP and at other times when I click on web links.
  7. apunkrockmonk macrumors 6502a


    Nov 20, 2005
    Rochester, NY
    Call them again and tell them you're using a PC.

    If they start to get suspicious pretend your computer just crashed, they'll believe you're on windows for sure.

    Haha, just kidding about the crash part.

    I think when I delt with linksys they tried to snub me off because of using a mac.

    I told them I also had a PC and I'd go get on it (I had a router and the wireless no longer worked).

    Things like this happen when they hire clowns who can't afford a computer much less know how to operate it run tech support hotlines.
  8. ITASOR macrumors 601


    Mar 20, 2005
    Oneida, NY
    Set either in your router or system preferences (network) to use the DNS servers: and See if that fixes it.
  9. sunfast macrumors 68020


    Oct 14, 2005
    Hilarioiusly, I was on the phone to Netgear last night with some router problems (turns out it's broken) and when they asked me which OS I was using I said Win XP. I don't know why, I just had a nagging feeling they would blame my mac if I said OS X. Even though when using web configuration they are the same.
  10. Dreamkatcha thread starter macrumors regular


    Mar 17, 2003
    Manchester, England
    Exactly, that's what I told them - the web is the web, but oh no, they wouldn't have it. These Mac things are alien territory too scary to so much as glance at sideways. The 'techies' even referred to them as MACS. :rolleyes:

    ITASOR, that did fix it! Thanks muchius! :eek:

    ...why did it fix it? :confused: :D
  11. MacsRgr8 macrumors 604


    Sep 8, 2002
    The Netherlands

    Is there internet for Mac? :confused: ...........:p .......:mad:


    This happens too often. Tech support can't help you because you don't use some version of that "W"-word...
    If that really is the case, then I think you shoul be liable for a discount.

    Fill in the form:

    "I don't use W... as my OS, and therefore claim a 10% discount as I cannot receive any tech support"

    "singed... bla bla bla.... over here...."

    "yours truly, a Mac user."
  12. ChrisBrightwell macrumors 68020


    Apr 5, 2004
    Huntsville, AL
    You got some new DNS servers, basically.

    I use OpenDNS.
  13. California macrumors 68040


    Aug 21, 2004


    Why should there be ANY problem at all with Mac on your service?

    I'm dumbfounded. Any company that can't help you should be sued or made to pay you back for everything you've spent on them.

    I've been on Macs since 1989 so to me, it's the Windoze machines that are STRANGE and VIRUSY and IDIOTIC.
  14. quigleybc macrumors 68030


    Jun 17, 2005
    Beautiful Vancouver British Columbia, Canada
    I called Telus (Canadian ISP) for support, told em I was on OSX, and I could hear the "sigh" and them pull out the old dusty OSX book...

    But, they were very good actually, and set me straight right away...

    no biggie.
  15. Eraserhead macrumors G4


    Nov 3, 2005
    They say they don't offer tech support for the Mac, however as the problem can be shown to be with the connection, then get it escalated, as they say they offer service for the Mac, argue that as they say you can use a Mac they have to support it as it is obvious that it isn't a Mac issue.
  16. Dreamkatcha thread starter macrumors regular


    Mar 17, 2003
    Manchester, England
    A discount would be a nice gesture. I hear all the time that if you ring up to cancel your account, many ISPs will haggle to hang onto your custom.

    Oh so these are public domain DNS servers. I thought maybe this was some sort of internal re-routing workaround - the addresses looked too short. :eek:

    I tried a similar service once, except I configured the servers through my router admin panel instead. After that I couldn't access any web sites so I removed them and made do with Tiscali's scanty coverage.
  17. Applespider macrumors G4


    Jan 20, 2004
    looking through rose-tinted spectacles...
    I got a discount from BT for 6 months since I pointed out to them that I wasn't able to use most of their value-added services so I was leaving.

    When it ran out, I left anyhow ;) Oh yeah, that was just after they'd switched over to an overseas call centre who insisted that my connection problems were due to a problem with my Registry :rolleyes: In actual fact, there was a problem at the exchange...
  18. Queso macrumors G4

    Mar 4, 2006
    Their main problem is they just don't know how to get the right information out of a Mac. Being prepared with traceroutes, dig results, round-trip times etc. can work wonders.

    I never accept my use of Mac or Linux as an excuse for them not doing their jobs. Ask them what info they need, then provide it. Once you've ruled out your own equipment it can only be network related, so stick to your story that it's the connection thats the problem, not your computer. Providing your versed in the various TCP/IP troubleshooting commands you should be able to prove this.
  19. Bern macrumors 68000


    Nov 10, 2004
    I get the same issue with our ISP. Tell them you're using a Mac and they send you to their "Mac specialist team" where you get someone who then asks what OS you're using, after clarifying that the "Mac specialist" then asks you to open internet explorer :rolleyes:
  20. eva01 macrumors 601


    Feb 22, 2005
    Gah! Plymouth
    Never had a problem with Adelphia in me saying I run a Mac.
  21. MoparShaha macrumors 68000


    May 15, 2003
    San Francisco
    Yeah, I've all but given up in admitting to using a Mac when calling any kind of tech support. I just say "XP" when they ask for what machine. I know how to "translate" their Windows requests to get the info they need.

    I know it's dumb, and it makes it quiets the voice of Mac users, but I just don't feel like dealing with ignorant people.
  22. kylos macrumors 6502a


    Nov 8, 2002

    You're now using a top level Domain Name Server, which maintains a listing of all top-level domains on the internet. Your ISP's DNS server is basically a cache of the most commonly used domains by people on their network. The top level DNS servers are meant as a backup for local DNS servers if their cache does not contain a url requested by a user. Basically, your ISP is having issues with their DNS system, so in the meantime you're going around them. I'd recommend that you stop using the top-level DNS server as soon as your ISP gets its act together, otherwise, if too many people start using the top-level servers, there'll be too much load on them, which could adversely affect internet usage. (No, your individual usage won't bring down the internet, but if too many people start using these ip's in order to avoid issues with their ISP's DNS, it could have a negative effect on internet use)
  23. RedTomato macrumors 68040


    Mar 4, 2005
    .. London ..
    My dad was having problems with his internet connection and called me in to help. (he borrowed my spare iBook on long term loan...)

    Found he was using AOL, so we gave them a ring.

    "Oh, we don't support Apple Macs."

    And that was that.

    What a pile of cobblers - I personally know people who use AOL fine with apple macs.

    Eventually tracked the problem down to two phone companies fighting over his phone line, so it was nothing to to do with AOL, but ...

    Still, it was a good reason to advise my dad to find a different supplier. Also told him to kick up a fuss and report it to his bank if there was the slightest delay in cancelling his account.
  24. mduser63 macrumors 68040


    Nov 9, 2004
    Salt Lake City, UT
    Well, my ISP is a local ISP and while I haven't ever had to call for technical support, when I first called to set up our broadband account, they asked me what OS I would be using. When I told them primarily OS X, the guy on the other end of the line made some comment about being a Mac guy himself and good choice. Our DSL service is provided by Qwest and they also had no problem with the fact that we were using a Mac. They just told me that the modem would work fine regardless of whether we were on a Mac or a PC, and that it can be configured with either a web interface or via software (Mac and Windows) using a USB interface. I've never used the USB interface/software, always just done it using the web interface.

    Anyway, not all ISPs and support people are unable to deal with Macs.
  25. chairguru22 macrumors 6502a

    May 31, 2006
    hehe. i remember i had internet connection problems at school and IT kept telling me to do all this software stuff, restart my computer, change settings, etc, etc.

    and im no computer genius but im not stupid either. i knew how to troubleshoot and called them when i realized my problem had to do with the jack in my wall. the first guy came and didnt have a clue as to what he was doing and so a second guy had to come before they fixed something in the internet box.

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