My experience from doing tech support for residential users is that 'no
websites will load' means 'I tried going to one website and it didn't
work.' Or 'I opened my web browser, and there's a message I didn't
bother to read, I just don't like it.'
If it's anything related to her gear, I'd guess it must be the router -
I can't imagine multiple devices all suddenly refusing to load websites.
If it's any consolation, I can get to every website from my PC, phone
and iPad ;)
On 1/25/2017 11:48 AM, Ken Hohhof wrote:
Just checking because I fear getting sucked down a rabbit hole of
supporting things that are not our responsibility.
Customer as of about 1 month ago reports suddenly yesterday has �no
Internet�, yet I see regular traffic graphs and she can stream Netflix
fine using apps. This is reverse of usual, streaming should be more
challenging than just going to a website.
To make things worse, customer chose to buy own router and has a
TP-Link, so I have no visibility into it. Plus she has no actual
computers, just iPhones and iPads and a Blu-Ray player. Customer is
not at all tech savvy (doesn�t understand that Netflix uses Internet),
and seems to expect we will troubleshoot and fix anything Internet
related because she (actually her parents) are paying us for
�Internet�. She reports the same symptoms on all devices.
Is there anything that�s happened in the past day (other than Trump
related stuff) that I might be missing? Like a TP-Link firmware
upgrade, or something Apple pushed out to iPads/iPhones? It just
seems so strange that no websites at all would load, but Netflix would
stream just fine. I�d love to blame it on Trump�s media blackout but
it�s a bit of a stretch to connect those dots.
--
Simon Westlake
Email: [email protected]
Phone: (702) 447-1247
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Sonar Software Inc
The future of ISP billing and OSS
https://sonar.software
