Customer says she watches Netflix app just fine on the same iPad that can't browse websites.
Oh, and as far as calling the router vendor, they typically say to bypass the router and if you still have no Internet it's obviously an ISP problem. (we use PPPoE so this won't work) -----Original Message----- From: Af [mailto:[email protected]] On Behalf Of Jay Weekley Sent: Wednesday, January 25, 2017 12:23 PM To: [email protected] Subject: Re: [AFMUG] customer suddenly can't browse but can stream using apps They insisted on using their own router and you can verify your radio is sending traffic through it to their Netflix box. I would give them the option of calling TPLink or sending someone out for an $80 charge if the tech finds it's a problem they created. Ken Hohhof wrote: > > I do not relish the thought of having a newbie run ping tests from an > iPhone while talking on it. > > Also there’s a conversation that never seems to take place out loud: > > “I have a list of computer techs you could call to work on the problem.” > > “But I’d have to pay them!” > > I’d even be willing to pick up the cost of the service call if it is > our problem, but the basic issue is customers expect anything they can > talk their ISP into fixing will be free. So do I call the guy I have > to pay, or the free guy? > > *From:*Af [mailto:[email protected]] *On Behalf Of *Simon Westlake > *Sent:* Wednesday, January 25, 2017 12:01 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] customer suddenly can't browse but can stream > using apps > > 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] <mailto:[email protected]> > Phone: (702) 447-1247 > --------------------------- > Sonar Software Inc > The future of ISP billing and OSS > https://sonar.software > > No virus found in this message. > Checked by AVG - www.avg.com <http://www.avg.com/email-signature> > Version: 2016.0.7998 / Virus Database: 4749/13834 - Release Date: > 01/25/17 >
