Road Runner Tech Support Says Computers Work By Magic
Wow, this was fun. Yesterday I couldn't send e-mail (although every other Internet function worked), so I tried using Road Runner's "live chat" option to see what was up. I was lucky enough to draw "Chris H" from the pool of support people. Here's our transcript (two lines moved to clear up chronology, otherwise unedited):
Chris H: What technical issue can I assist you with today?
Jim: Hi. Haven't been able to send mail since this morning. Can receive mail, and all other Internet services work. Thunderbird throws this error: "The message could not be sent because connecting to SMTP server mail.adelphia.net failed. The server may be unavailable or is refusing SMTP connections. Please verify that your SMTP server setting is correct and try again, or else contact your network administrator."
Jim: I tried online chat with you folks earlier, and was advised to switch my accounts/settings from adelphia.net to roadrunner.com servers, but that didn't solve the problem, and also appeared to break incoming mail.
Chris H: Lets see what we can do to address this. Unfortunately we cannot assist with Thunderbird. Make sure you entered pop-server.roadrunner.com and smtp-server.roadrunner.com instead of "mail.roadrunner.com.
Jim: Yes, that is what I had done. I have since switched back to adelphia.net settings because the change [1] didn't solve the problem of not being able to send mail, and [2] broke my ability to receive mail.
Jim: (re: [2], I had sent myself a test message which didn't show up until I changed the settings back)
Chris H: As we cannot assist with Thunderbird I can only suggest trying to disable your firewall or e-mail scanning within your antivirus software and use the correct server names.
Jim: Hmm. That is not very helpful. I have been using Thunderbird and this antivirus tool for months without issue. My computer configuration has not changed since Friday, when e-mail was working fine. All other Internet services work. Are you sure you aren't having problems with SMTP on your end?
Chris H: Yes. Did you wish to troubleshoot your issue?
Jim: Isn't that what we're doing?
Chris H: I'm asking because you are intent on blaming the servers instead of trying the options I have presented.
Jim: I have told you I already tried the options you presented.
Chris H: Then you may wish to try it in a supported e-mail program such as Outlook Express so that I can assisr you with your issue. And you didn't say you tried what I said. You said "my computer configuration has not changed since Friday".
Jim: I think if you re-read the history you'll see where I tried the server settings you suggested in my previous online chat earlier today.
Chris H: And if you do the same you will see that I am referring to disabling your firewall and e-mail scanning.
Jim: Did that too.
Chris H: Then try the last option I mentioned.
Jim: Switching to Outlook?
Chris H: Yes.
Jim: No thanks. Will call later and hopefully get someone more helpful.
Jim: Hey, look at that. E-mail works now with no changes on my end. It was something on your end.
Chris H: Incorrect.
Chris H: No one within Road Runner assists with Thunderbird so you will not be able to do that. If you are unwilling to troubleshoot your issue that is, of course, your choice.
Chris H: Are there any other technical issues I can assist you with?
Jim: Can you give me an explanation for how it magically fixed itself, then?
Chris H: If you are still using the Adelphia servers they will eventually be taken down completely so your settings will definitely not work.
Jim: Then that is a separate issue.
Chris H: Computer's "magically" work and not work all of the time. It's how they function.
Jim: No, they are deterministic.
Chris H: /byue
Jim: Wow, I can't wait to forward this chat around!
At this point Chris H. replied "Please do. Have a nice day." and then he cut the chat window, making it disappear. I knew this would happen from the last time though (chatting with someone else), so I had already grabbed a copy.
"It's how they function." Beautiful.