Question on Live Support?

I found where to start an Outworld Live Chat and right away there was a message thanking me for contacting them and to please explain my issue fully.

I did that and clicked send and my message went in fine. Now I have been sitting here 15 minutes twiddling my thumbs waiting for a response. Can anyone give me an idea how long I may be waiting?

Thanks

It doesn't usually take that long for them to give you a non-answer. Copy your question and start the session again.

Hmm I've only ever used Concierge live chat, I'm not sure this is the same thing but I've never had to wait fifteen minutes for a response from concierge live chat.

I've always had the session start almost immediately.

Not that it ever helped

It turned out they were super busy at the time I was trying, so while I did have to wait at first...once someone responded they were great help. I have to admit I was really surprised at first how helpful the Live Chat support turned out to be after all I had read.

I had a terrible technical problem...after logging off a sim I am estate manager of yesterday morning before going to my RL job, I decided to clean my hard drive and start a defrag as I was leaving. When I returned home after work...I could no longer get to that particular sim. If I tried to log into the sim I would get logged off SL as soon as there was a region handshake. I was able to log into my home sim...but when I tried to TP to this other sim I would get disconnected from SL. I had a friend try to get there...they had no problem. They also said that when they would TP me..my avie would show up has a firey ball high off the ground...then simply disappear.

As a premium member I tried the live chat off-world and that is where I had to wait a bit...but when she responded she was great. She ended up connecting me with live help in SL...and that Linden spent at least 2 hours trying different things to see if it would help. We even tried my testing alt...who also could not get to that particular sim. It was pretty weird. After clearing out all my router, modem, cable lines and rebooting..the Linden then had me do a command from my DOS prompt to clear my DSN and then she restarted the sim again....and I was finally able to get there.

For this instance...my first support try in the 2 years I have been a premium member..I was very impressed!

Belle, it's really good of you to post the final solution like that. It helps future searchers and answerers alike, and it turned out to be something I wouldn't have thought to try. (It's undoubtedly "DNS" by the way; coincidentally, some of us actually carry around a very different association for "DSN" for our sins in past lives. )

LMAO

Typical LL help. First they make you jump through all sorts of hoops for 2 hours and then they do what needs to be done: restart the sim.

FYI, your DNS servers have nothing to do with SL since their is no Domain Name translation involved when the SL client connects to the SL servers. How do I know this? I have disabled DNS intentionally and found that while I could not get my browser to find a website that SL would still connect up and run just dandy.

I'm glad you got help, though. I have never gotten any solutions through LL help. In each and every case of a technical issue with SL I have either gotten a solution from other users or found a solution on my own.

I would like to think that this is a sign that LL is improving their tech support, but I think you got very lucky.

Actually the sim was restarted before anything else was tried...even before I received live help in SL. Since I could not get there to restart it myself...that was my first request. Unfortunately...it did not work.

I have to say that 90% of the times that I have used concierge help, I have always found them very helpful, and the help has generally been well informed.

However, it depends on how the question is formulated, ask the right questions, you will generally get the right answers

As I stated above it was my first time I've had to use any type of SL support..and the experience was a positive one for me. I paid for a premium membership when I first joined to take advantage of the "first land", but never did find anything at the right time and quickly grew tired of trying to get to new first land and finding it already gone. Then they stopped giving it away. But...when I consider that I have been getting a stipend for the last 2 years...added to the help I received this time...I would say a premium membership is worth it. I have no idea if I would have been able to figure out the problem on my own...and if not, I would still not be able to get to the sim now.