The way it worked when I worked at TWC was that we'd send out a tech for
free. If we can show it works fine on our laptop, you get billed. If
it's something that's our problem and we have to fix, we'll do it for
free. I always thought that was pretty fair, and deters the 'I don't
care, just come and fix it' mentality.
On 1/25/2017 12:49 PM, Ken Hohhof wrote:
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
--
Simon Westlake
Email: [email protected]
Phone: (702) 447-1247
---------------------------
Sonar Software Inc
The future of ISP billing and OSS
https://sonar.software
