It was years ago, but I used to work for a US based ISP. I’m a Canadian and the place I was working at had a contract to suppliment their support team.

My team did enhanced support, beyond what the ISP would deal with. Basically it was remote geek squad type service for people’s computers.

While I was working there in the mid 2000’s, there was a Facebook outage. All of Facebook’s services were unavailable. We broke records with how many calls we got that day. Almost all of them went something like this:

Client: “the internet doesn’t work!” Tech: can you open a browser and… Client (interrupting) “it says page cannot be displayed!!11” Tech: I understand, can you tell me what it says at the top in the address bar? (Insert some explaining of how to find the address bar) Client: “facebook.com” Tech: okay, I want you to click on that and erase it, then type in google.com, hit enter, and tell me what the page says. Client: " it says Google, with a (some bad description of a text entry field)" Tech: this is Google’s website, it loaded from the internet, so your internet works. Facebook is down. Client (without missing a beat): “can you fix Facebook?” Tech: No. (Call ends)

I’m certain my employer made bank that day, since clients had to pay an extra monthly charge on their internet bill to speak with us, and their support made a point of dumping calls to us whenever they could. If someone wanted to speak to another tech, sure, but you have to buy this service…

I did not like that job. I actually got a call from an inexperienced Linux user who couldn’t get DNS resolution. I tried to coach him over the phone to determine if his internet was working at all. Before I could actually give him an answer, my manager dropped by (he was monitoring the call) and told me to tell him we could not help him, that the support center only supported Windows based systems, since, out of everyone there, I was the only one with enough Linux knowledge to know what to do, and he didn’t want to give anyone the impression that we could help with Linux.

All the guy needed to do was change his resolv.conf to valid DNS servers and he would have been fine. It doesn’t work that way anymore, but it did at the time, and I knew it. I did not feel good getting off of that call. It’s like, I have the answer, this guy needs the answer, he paid to speak to me, and I really want to help him out, but I would probably lose my job if I do. I was very blunt with him. I said that I could help him, but I wasn’t allowed to. He understood, but I still felt like shit. I was too timid to realize my worth, which was part of the reason I was there to begin with… Now, I would have just made it clear that he’ll only get help on this once, and when we hung up, never expect to reach me again, and that nobody here knows what I do about this stuff, then helped him anyways. Fuck that manager. I’m so glad I don’t work there anymore.