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Judy in Ags

Jan 24, 2007, 1:34 PM

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Contacting Telmex

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The other day after posting about how helpful Telmex technical service had been, I had the opposite experience. I woke in the morning to find that I had no DSL connection. I checked all the cables, cords, etc. and everything was fine. SO I called the 01 800 123 2222 number (which had been so helpful before) and asked for someone who spoke English. A young voice came on the line and in rather poor English suggested that I call 01 800 123 0000 to get help in English. I told him maybe he could help me in Spanish if he spoke slowly. We went through some of the regular questions and checks, including his having me press the reset button on my modem. It ended up with his giving me a report number and telling me if I hadn't heard anything in 72 hours, to call again and refer to that number. I told him I thought 72 hours was a long time, so he told me he was putting a rush on the order.

After 24 hours, I took his suggestion and tried to call the 0000 number, but found when I'd get to the part about technical service, neither I nor John could understand what we were supposed to press. Finally, I tried calling the 0000 again and John interrupted me after the 000 and it rang anyway....?????? and an actual person came on the line, at which time I asked for an English-speaking person. Jorge came on the line and spoke very good English. We went through the settings and when he had me change the Advanced Settings, I asked him how they get changed to start with. He asked if the modem had been reset. (DUH!!! Why didn't the other guy that had me reset it, give me the settings again????) The connection was fine immediately after that.

Well, I thanked Jorge and complimented him on his English. He asked me to remember his name--Jorge Herrera and he can be reached by calling the 01 800 123 2222 number, pressing #1, and then asking for him.

I hope I didn't lose you before I got to the informational party.

(This post was edited by Judy in Ags on Jan 24, 2007, 2:19 PM)