Dark_angel - i will discuss with management this issue. I think all resellers MUST have such kind of accounts.
Padre - Politics... most of them old people, who dont know what is internet, and why people need it. What is internet... when i see how poorly way international calls done in lebanon, i was shocked!
On tech support noone putting admins, because 95% of calls companies getting, require very little knowledge in networking from support person. Most of them - "why internet slow?", and support have to ask stupid questions... imagine, most of time it looks like this:
C - Why internet slow?
S - What is your username?
C- xxx
S - You account is 128/32, how much download speed now? (it is BEFORE, now i did system for support, he can see customer bw usage realtime)
C - 0.1 Kb/s
S - From where you download?
C - mp3.for.free.nigerian-backbone.com
S - Can you download please file from
www.kernel.org?
C - Mmm... yes, now 1 Kb/s.
S - What else is running on your computer?
C - Nothing...
S - $#$%$ (running tcpdump, and seeing 1 million udp packets). Do you have antivirus installed?
C - Yes
Support calling me. I can recognize usual Kazaa/Gnutella pattern packets.
S - Do you run any P2P program? Called like Kazaa or Gnutella or ... ?
C - Yes
S - #&*$^#&*$^#*$&^ !!!! Can you stop it please?
C - One second... wow internet is fast now!
#*(&$^*#$&^ !!! Thats why on support usually "beginners" of IT science and their knowledge can be lower. Also when i was working as support, i was able to resist only 1 year. After that, i told "enough".
I guess u have to show, that u know networking and u can give really useful suggestions to admin. But! If you are not running some "cable", and "faulty" point is poorly designed network, huge bridged Ethernet with wireless hops from you, ISP cannot help you in this case. U will have to pressure reseller to upgrade some wireless, maybe it will help a bit...