All good advice. Except I would not run over their dog. (without specific provocation)
From: Af [mailto:[email protected]] On Behalf Of That One Guy /sarcasm Sent: Wednesday, January 25, 2017 1:08 PM To: [email protected] Subject: Re: [AFMUG] customer suddenly can't browse but can stream using apps hard coded dns servers in the apps probably they probably dicked in their router and touched the dhcp server because their nephew is a computer genius (who recommended a tp fucking link) or when dns fails, the apps are reverting to the cellular data either way tell the customer to get fucked, then just get mad and drive to their hose to just take your gear, be so fucking irritated by the time you get there you burn down their hous run over their dog and grabbem all by the pussy. Then get an AR-15 and start plucking off every adult you see. (its been a shitty day today, im living vicariously) On Wed, Jan 25, 2017 at 12:53 PM, Simon Westlake <[email protected] <mailto:[email protected]> > wrote: 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] <mailto:[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] <mailto:[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:[email protected]> <mailto:[email protected]> <mailto:[email protected]> Phone: (702) 447-1247 <tel:(702)%20447-1247> --------------------------- 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> <http://www.avg.com/email-signature> <http://www.avg.com/email-signature> Version: 2016.0.7998 / Virus Database: 4749/13834 - Release Date: 01/25/17 -- Simon Westlake Email: [email protected] <mailto:[email protected]> Phone: (702) 447-1247 <tel:(702)%20447-1247> --------------------------- Sonar Software Inc The future of ISP billing and OSS https://sonar.software -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
