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ADSL2 - ADSL2+ and customer service


I learned the hard way, that ADSL2 and ADSL2+ are complete different specs. My hardware zoo recently welcomed a Linksys ADSL2MUE for the upcoming speed upgrade of my Internet home connection. I bought the package from the retailer, not the ISP:

ADSL Modem

When looking closer at the package, Linksys reassures you, that ADSL2+ is an option:

"The ADSL2 Modem is compatible with the latest ADSL standards including ADSL2 and is upgradeable to ADSL2+"

Singtel has adopted ADSL2+ (with PPPoA instead the usual PPPoE, but that's another story), so I searched the Linksys support site, where the ADSL2MOE seems to be non-existent. The only thing I found was the GPL software for it. Ok, contact customer service. Why wasn't I surprised by their answer:

Dear Valued Linksys Customer,

Thank you for contacting Linksys Technical Support.

To upgrade the ADLS2MUE to ADSL2+, the ISP will be the one who will update it to that standard. We do not have any available software that will set the ADSL2MUE device to ADSL2+ standard. You may check with your ISP on how you can upgrade it.

If you have further questions, you may reply to this E-mail so that we may further assist you.

Regards,

[innocent supporters name]
Linksys ??? A Division of Cisco Systems, Inc.
Product Support Specialist
support@linksys.com
Website: http://www.Linksys.com

http://www.NetworkEverywhere.com
>Network Setup: http://www.linksys.com/edu

This correspondence is considered confidential and any reproduction for the purpose of public disclosure is forbidden without written permission by the author signed above.


I teach my children: Keep what you promise. Seems not to be valid for Linksys?

Posted by on 06 October 2005 | Comments (2) | categories: Buying Broadband

Comments

  1. posted by Stephan H. Wissel on Thursday 20 October 2005 AD:
    Hi Suresh,
    no I did read them. However a confidentiality disclaimer BELOW a message does not bear legal status. Furthermore I would challenge the legal foundation for forbidding me that. Copyright? The sentence only shows either how clueless their messaging people are or how scared they are, that support incidents might turn into bad publicity.
    Anyway the story continues soon...
    Emoticon smile.gif stw
  2. posted by Suresh Subramanian on Thursday 20 October 2005 AD:
    Hi Stephen
    did u forget the last two lines of the e-mail sent by Linksys?