Re: [AFMUG] why can't guys call tech support?

[Chris Fabien]

The ones I love are the wife calling in, husband clearly in same room and
won't talk on the phone himself, but wants to be controlling give the wife
a play by play.

"They say to find the black wire coming in from outside and follow it to
the power supply, see if it has a light lit"
"Mumble mumble argue argue back under the desk just look for it"
"Okay we are looking for it"
"Tell him this is F-Ing BS I ain't doing that"
"Umm we're still looking hold on"
"More arguing"


On Sat, Dec 21, 2019, 3:00 PM Ken Hohhof  wrote:

> (rant warning, you might want to hit delete now)
>
>
>
> Does everyone experience certain customers of the male gender who will
> call their wife, girlfriend or mom (who is usually driving or at work) and
> have them call the ISP about a problem but will never just call directly?
>
>
>
> Am I lacking in empathy, and these are socially awkward dudes whose only
> social interaction is playing on the Xbox, and thank goodness for the
> Internet?  They may have a genuine medical or psychological condition, but
> I don’t think it’s an inability to talk, they are able to call the female
> person in their life about the Internet problem.
>
>
>
> I am wondering if I’m just being a dick, having a mental image of these
> guys sitting at home playing games while their wife or mom is out working,
> and they can’t call the Internet place themselves.  Maybe they are
> stay-at-home dads trying to get multiple kids fed and diapers changed while
> their wife is out having a fun time and the least she can do is call and
> get the Internet fixed.
>
>
>
> I suspect it’s biology, or how we raise girls vs boys, or maybe the
> insidious effect of online gaming on social skills or lack thereof.
>
>
>
> Yesterday I was at a quite large house that a family had just closed on,
> trying to set up WiFi throughout the house.  Mom (high powered professional
> who needs Internet for work), dad, daughter home on break from college, and
> son.  The daughter handled all the tech questions and decisions, very good
> communication skills and decision making.  The son hardly said a word, was
> just waiting for the moving truck to bring his Xbox, only concern was
> Ethernet connection in the bedroom that was to be his gaming room, had to
> be “hardwired”, couldn’t be WiFi.  Now maybe he has autism or something,
> but it just felt like the stereotype of young men who can’t talk to other
> people IRL, only online.
>
>
>
> OK, sorry, this turned into a rant.  And my question is probably
> rhetorical.  I’m pretty sure you all have customers like this.  It’s just
> frustrating to try and do tech support when the person who is actually at
> the site and experiencing the problem doesn’t call himself, he calls
> someone else who is at work or driving or at the store or picking the kids
> up from school.  I wonder how outsourced tech support handles this?  Maybe
> the obvious way – call us when you get home.
> --
> AF mailing list
> AF@af.afmug.com
> http://af.afmug.com/mailman/listinfo/af_af.afmug.com
>
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Re: [AFMUG] why can't guys call tech support?

[dave via AF]

+1000

On 12/21/19 4:25 PM, Chuck McCown wrote:

I think the worst are the self proclaimed IT professionals.
*From:* Mathew Howard
*Sent:* Saturday, December 21, 2019 3:14 PM
*To:* AFMUG
*Subject:* Re: [AFMUG] why can't guys call tech support?
You should probably be happy those guys don't call... there are few 
things worse than dealing with a whiney gamer (which is a different 
than an ordinary gamer)...

On Sat, Dec 21, 2019, 2:00 PM Ken Hohhof  wrote:

(rant warning, you might want to hit delete now)

Does everyone experience certain customers of the male gender who
will call their wife, girlfriend or mom (who is usually driving or
at work) and have them call the ISP about a problem but will never
just call directly?

Am I lacking in empathy, and these are socially awkward dudes
whose only social interaction is playing on the Xbox, and thank
goodness for the Internet?  They may have a genuine medical or
psychological condition, but I don’t think it’s an inability to
talk, they are able to call the female person in their life about
the Internet problem.

I am wondering if I’m just being a dick, having a mental image of
these guys sitting at home playing games while their wife or mom
is out working, and they can’t call the Internet place
themselves.  Maybe they are stay-at-home dads trying to get
multiple kids fed and diapers changed while their wife is out
having a fun time and the least she can do is call and get the
Internet fixed.

I suspect it’s biology, or how we raise girls vs boys, or maybe
the insidious effect of online gaming on social skills or lack
thereof.

Yesterday I was at a quite large house that a family had just
closed on, trying to set up WiFi throughout the house.  Mom (high
powered professional who needs Internet for work), dad, daughter
home on break from college, and son.  The daughter handled all the
tech questions and decisions, very good communication skills and
decision making.  The son hardly said a word, was just waiting for
the moving truck to bring his Xbox, only concern was Ethernet
connection in the bedroom that was to be his gaming room, had to
be “hardwired”, couldn’t be WiFi.  Now maybe he has autism or
something, but it just felt like the stereotype of young men who
can’t talk to other people IRL, only online.

OK, sorry, this turned into a rant.  And my question is probably
rhetorical. I’m pretty sure you all have customers like this. It’s
just frustrating to try and do tech support when the person who is
actually at the site and experiencing the problem doesn’t call
himself, he calls someone else who is at work or driving or at the
store or picking the kids up from school.  I wonder how outsourced
tech support handles this? Maybe the obvious way – call us when
you get home.

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Re: [AFMUG] why can't guys call tech support?

[Ken Hohhof]

They are always the ones with traffic to 10.x.x.x destination addresses leaking 
to the Internet instead of over a VPN.

 

Also electricians who think they can do low voltage wiring.

 

I want to get in my time machine and go back and terminate all the electricians 
who “split” Cat5 cables to use 2 pairs for data and 2 pairs for voice.  So now 
of course they aren’t GigE capable.  Plus of course we look above the ceiling 
tiles in the basement and find they did this with Scotchloks or wire nuts to 
create a Y cable.  Also why do electricians strip a couple inches of jacket and 
then crimp an RJ45 plug onto the lose pairs, do they teach them in electrician 
school NOT to crimp the jacket in the plug for strain relief?  I was at a $600K 
home yesterday trying to use the existing data wiring to install 3 APs for a 
customer, and of course the electrician hadn’t labeled or documented anything.  
I was going nuts trying to use my voice tone tracing tools to find where the 
cables went, until I realized only the orange and green pairs went through, and 
the blue pair my tone was on went nowhere because blue and brown were split off 
for a phone jack.  All of which could be fixed since they aren’t using the 
phone jacks anyway, but I’m not getting paid to rewire their house.  And what 
do I know, I’m not an electrician.  Or an IT professional.

 

In fairness, some electricians can do low voltage wiring, but many don’t know 
what they’re doing.  And inspectors don’t seem any better, all they know is to 
tell you it has to be in conduit and the keystone jacks have to be a certain 
color.

 

 

From: AF  On Behalf Of dave via AF
Sent: Tuesday, December 24, 2019 8:23 AM
To: af@af.afmug.com
Cc: dave 
Subject: Re: [AFMUG] why can't guys call tech support?

 

+1000




On 12/21/19 4:25 PM, Chuck McCown wrote:

I think the worst are the self proclaimed IT professionals.  

 

From: Mathew Howard 

Sent: Saturday, December 21, 2019 3:14 PM

To: AFMUG 

Subject: Re: [AFMUG] why can't guys call tech support?

 

You should probably be happy those guys don't call... there are few things 
worse than dealing with a whiney gamer (which is a different than an ordinary 
gamer)... 

 

On Sat, Dec 21, 2019, 2:00 PM Ken Hohhof mailto:af...@kwisp.com> > wrote:

(rant warning, you might want to hit delete now)

 

Does everyone experience certain customers of the male gender who will call 
their wife, girlfriend or mom (who is usually driving or at work) and have them 
call the ISP about a problem but will never just call directly?

 

Am I lacking in empathy, and these are socially awkward dudes whose only social 
interaction is playing on the Xbox, and thank goodness for the Internet?  They 
may have a genuine medical or psychological condition, but I don’t think it’s 
an inability to talk, they are able to call the female person in their life 
about the Internet problem.

 

I am wondering if I’m just being a dick, having a mental image of these guys 
sitting at home playing games while their wife or mom is out working, and they 
can’t call the Internet place themselves.  Maybe they are stay-at-home dads 
trying to get multiple kids fed and diapers changed while their wife is out 
having a fun time and the least she can do is call and get the Internet fixed.

 

I suspect it’s biology, or how we raise girls vs boys, or maybe the insidious 
effect of online gaming on social skills or lack thereof.

 

Yesterday I was at a quite large house that a family had just closed on, trying 
to set up WiFi throughout the house.  Mom (high powered professional who needs 
Internet for work), dad, daughter home on break from college, and son.  The 
daughter handled all the tech questions and decisions, very good communication 
skills and decision making.  The son hardly said a word, was just waiting for 
the moving truck to bring his Xbox, only concern was Ethernet connection in the 
bedroom that was to be his gaming room, had to be “hardwired”, couldn’t be 
WiFi.  Now maybe he has autism or something, but it just felt like the 
stereotype of young men who can’t talk to other people IRL, only online.

 

OK, sorry, this turned into a rant.  And my question is probably rhetorical.  
I’m pretty sure you all have customers like this.  It’s just frustrating to try 
and do tech support when the person who is actually at the site and 
experiencing the problem doesn’t call himself, he calls someone else who is at 
work or driving or at the store or picking the kids up from school.  I wonder 
how outsourced tech support handles this?  Maybe the obvious way – call us when 
you get home.

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  _  


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[AFMUG] Let the Holidays Begin

[CBB - Jay Fuller]

Happy Holidays everyone.  Off to visit my grandpa for his 96th birthday.

Ready to enjoy some time off.  High temp here today?  70!

Thanks for the warm weather Faisal lol

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Re: [AFMUG] why can't guys call tech support?

[Jay Weekley]

And they swear they have rebooted their radio but you can clearly see 
that it's been up for 2 months.


dave via AF wrote:

+1000

On 12/21/19 4:25 PM, Chuck McCown wrote:

I think the worst are the self proclaimed IT professionals.
*From:* Mathew Howard
*Sent:* Saturday, December 21, 2019 3:14 PM
*To:* AFMUG
*Subject:* Re: [AFMUG] why can't guys call tech support?
You should probably be happy those guys don't call... there are few 
things worse than dealing with a whiney gamer (which is a different 
than an ordinary gamer)...

On Sat, Dec 21, 2019, 2:00 PM Ken Hohhof  wrote:

(rant warning, you might want to hit delete now)

Does everyone experience certain customers of the male gender who
will call their wife, girlfriend or mom (who is usually driving
or at work) and have them call the ISP about a problem but will
never just call directly?

Am I lacking in empathy, and these are socially awkward dudes
whose only social interaction is playing on the Xbox, and thank
goodness for the Internet?  They may have a genuine medical or
psychological condition, but I don’t think it’s an inability to
talk, they are able to call the female person in their life about
the Internet problem.

I am wondering if I’m just being a dick, having a mental image of
these guys sitting at home playing games while their wife or mom
is out working, and they can’t call the Internet place
themselves.  Maybe they are stay-at-home dads trying to get
multiple kids fed and diapers changed while their wife is out
having a fun time and the least she can do is call and get the
Internet fixed.

I suspect it’s biology, or how we raise girls vs boys, or maybe
the insidious effect of online gaming on social skills or lack
thereof.

Yesterday I was at a quite large house that a family had just
closed on, trying to set up WiFi throughout the house.  Mom (high
powered professional who needs Internet for work), dad, daughter
home on break from college, and son.  The daughter handled all
the tech questions and decisions, very good communication skills
and decision making.  The son hardly said a word, was just
waiting for the moving truck to bring his Xbox, only concern was
Ethernet connection in the bedroom that was to be his gaming
room, had to be “hardwired”, couldn’t be WiFi.  Now maybe he has
autism or something, but it just felt like the stereotype of
young men who can’t talk to other people IRL, only online.

OK, sorry, this turned into a rant.  And my question is probably
rhetorical. I’m pretty sure you all have customers like this. 
It’s just frustrating to try and do tech support when the person

who is actually at the site and experiencing the problem doesn’t
call himself, he calls someone else who is at work or driving or
at the store or picking the kids up from school.  I wonder how
outsourced tech support handles this?  Maybe the obvious way –
call us when you get home.

-- 
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http://af.afmug.com/mailman/listinfo/af_af.afmug.com


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--
*Jay Weekley*
*Cyber Broadband
*

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[AFMUG] Alexa, where's Santa?

[Ken Hohhof]

Seriously?

 

https://www.amazon.com/NORAD-Tracks-Santa/dp/B077D2GY1Z

 

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Re: [AFMUG] Alexa, where's Santa?

[Nate Burke]

Which part are you surprised about?  The fact that NORAD is still 
tracking Santa after all these years, or that you can now ask Alexa when 
Santa will be at your house?


On 12/24/2019 9:24 AM, Ken Hohhof wrote:


Seriously?

https://www.amazon.com/NORAD-Tracks-Santa/dp/B077D2GY1Z





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Re: [AFMUG] Alexa, where's Santa?

[Ken Hohhof]

Yes.

 

From: AF  On Behalf Of Nate Burke
Sent: Tuesday, December 24, 2019 10:02 AM
To: AnimalFarm Microwave Users Group 
Subject: Re: [AFMUG] Alexa, where's Santa?

 

Which part are you surprised about?  The fact that NORAD is still tracking
Santa after all these years, or that you can now ask Alexa when Santa will
be at your house?  

On 12/24/2019 9:24 AM, Ken Hohhof wrote:

Seriously?

 

https://www.amazon.com/NORAD-Tracks-Santa/dp/B077D2GY1Z

 





 

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Re: [AFMUG] Let the Holidays Begin

[Jaime Solorza]

Feliz Navidude!!

On Tue, Dec 24, 2019, 8:07 AM CBB - Jay Fuller 
wrote:

>
> Happy Holidays everyone.  Off to visit my grandpa for his 96th birthday.
>
> Ready to enjoy some time off.  High temp here today?  70!
>
> Thanks for the warm weather Faisal lol
>
>
> --
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> AF@af.afmug.com
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>
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Re: [AFMUG] Billing Platform

[Carl Peterson]

Why is a radius server an issue.  Freeradius is simple, stable, and
mature.

Not sure if I'd recommend it starting out this way, but we use Netsuite
which is integrated with our radius server.  If a NAS/BNG doesn't work with
Free radius, we don't need it.

On Mon, Dec 23, 2019 at 7:38 PM Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> I know IEA has been around for ages. But it requires a radius server.
> There’s still no way to make it work without one and still rate limit
> customers at the head end correct?
>
> For me that’s a show stopper.
>
> On Dec 23, 2019, at 8:25 PM, Jesse DuPont 
> wrote:
>
> People will mock this, but you should look at Emerald. It isn't nearly as
> pretty as Sonar or Splynx, but it is very mature, extremely flexible and
> functional, and very fast. Support is super responsive and competent. It's
> also a great value; annual cost is about $1200 for support and licenses are
> one-time buy per active account. Even after having ours hosted in an Amazon
> XL compute VM, it's still very cost effective. Point in case: we switched
> away from one of the currently popular pay-per-sub ones and our annual cost
> went from $24K to about $6K and we lost zero functionality.
> We're dual-stacked (v4/v6) and billing is fully integrated with RADIUS
> (either PPPoE or DHCP w/dual-stack queue on Mikrotik), including having
> currently-assigned v4 address and v6 prefix in billing (and a log of past
> assignments). When customers are behind on their bill, they get different
> RADIUS attributes, which shoves them behind our implementation of a
> hotel-style captive portal so they have a shot at seeing our "you haven't
> paid" landing page.
> And FWIW, accounts on annual payment are truly annual, not 12 months.
>
> *Jesse DuPont*
>
> Network Architect
> email: jesse.dup...@celeritycorp.net
> Celerity Networks LLC
>
> Celerity Broadband LLC
> Like us! facebook.com/celeritynetworksllc
> 
>
> Like us! facebook.com/celeritybroadband
>
> On 12/23/19 10:50 AM, Josh Luthman wrote:
>
> One month is due but the invoices will print a full 12 months of charges.
>
> Josh Luthman
> Office: 937-552-2340
> Direct: 937-552-2343
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
> On Sat, Dec 21, 2019 at 6:37 PM Steve Jones 
> wrote:
>
>> It increments and only shows 1 month due
>>
>> On Sat, Dec 21, 2019, 12:51 PM Josh Luthman 
>> wrote:
>>
>>> 12 month prepay is exactly how you would do annual billing.  It works
>>> for me and a bunch of customers...
>>>
>>> Josh Luthman
>>> Office: 937-552-2340
>>> Direct: 937-552-2343
>>> 1100 Wayne St
>>> Suite 1337
>>> Troy, OH 45373
>>>
>>>
>>> On Fri, Dec 20, 2019 at 4:22 PM Steve Jones 
>>> wrote:
>>>
 does freeside handle annual billing? Powercode has never had a clean
 way to do it other than 12mo prepay or something

 On Wed, Dec 18, 2019 at 10:13 AM dave via AF  wrote:

> We still use freeside and now added preseem recently and seeing how
> well the mapping goes but we have integrated cacti as well into freeside 
> so
> customers can see their actual usage.
>
>
> 
> On 12/16/19 10:37 AM, Matt wrote:
>
> Looking at outsourcing our database, ticketing and billing platform.
> What is everyone using?
>
>
>
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 --
 AF mailing list
 AF@af.afmug.com
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>>> --
>>> AF mailing list
>>> AF@af.afmug.com
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>>>
>> --
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>> AF@af.afmug.com
>> http://af.afmug.com/mailman/listinfo/af_af.afmug.com
>>
>
>
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>
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>


-- 

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*PORT NETWORKS*

401 E Pratt St, Ste 2553

Baltimore, MD 21202

(410) 637-3707
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Re: [AFMUG] Alexa, where's Santa?

[CBB - Jay Fuller]

The radio station I run checks in with norad "live" every hour starting at 
noon...

Sent from my smartphone

- Reply message -
From: "Nate Burke" 
To: "AnimalFarm Microwave Users Group" 
Subject: [AFMUG] Alexa, where's Santa?
Date: Tue, Dec 24, 2019 10:01 AM

Which part are you surprised about?  The fact that NORAD is still
tracking Santa after all these years, or that you can now ask Alexa
when Santa will be at your house?  



On 12/24/2019 9:24 AM, Ken Hohhof
wrote:








Seriously?
 
https://www.amazon.com/NORAD-Tracks-Santa/dp/B077D2GY1Z
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Re: [AFMUG] Billing Platform

[Jesse DuPont]

  
  
There always has to be some kind of AAA process happening to have
the billing system apply customer rate-limits, where ever you choose
to apply them. Whether the billing system uses an API to control and
account for the networking plane, or RADIUS or some other kind of
scripting, there is still some kind of AAA-type functionality
occurring. So yes, to do that, Emerald uses RADIUS. We chose to use
their RADIUS because the integration with Emerald is deep; that is,
once it was setup installed, we've never had to actually touch the
RADIUS server itself (except to restart it after updates) because
its configuration is all handled within Emerald.


  
  
  
  
  
  
  Jesse DuPont
  Network Architect
  email: jesse.dup...@celeritycorp.net
  Celerity Networks LLC
  Celerity Broadband LLC
Like us!
  facebook.com/celeritynetworksllc
  
  Like us!
  facebook.com/celeritybroadband
  


On 12/23/19 6:38 PM, Matt Hoppes wrote:


  
  I know IEA has been around for ages. But it
requires a radius server. There’s still no way to make it work
without one and still rate limit customers at the head end
correct?
  
  
  For me that’s a show stopper. 
  
On Dec 23, 2019, at 8:25 PM, Jesse DuPont 
wrote:

  
  

  
  People will mock this, but you should look at Emerald. It
  isn't nearly as pretty as Sonar or Splynx, but it is very
  mature, extremely flexible and functional, and very fast.
  Support is super responsive and competent. It's also a great
  value; annual cost is about $1200 for support and licenses are
  one-time buy per active account. Even after having ours hosted
  in an Amazon XL compute VM, it's still very cost effective.
  Point in case: we switched away from one of the currently
  popular pay-per-sub ones and our annual cost went from $24K to
  about $6K and we lost zero functionality.
  We're dual-stacked (v4/v6) and billing is fully integrated
  with RADIUS (either PPPoE or DHCP w/dual-stack queue on
  Mikrotik), including having currently-assigned v4 address and
  v6 prefix in billing (and a log of past assignments). When
  customers are behind on their bill, they get different RADIUS
  attributes, which shoves them behind our implementation of a
  hotel-style captive portal so they have a shot at seeing our
  "you haven't paid" landing page.
  And FWIW, accounts on annual payment are truly annual, not 12
  months.
  
  





Jesse DuPont
Network Architect
email: jesse.dup...@celeritycorp.net
Celerity Networks LLC
Celerity Broadband LLC
  Like us! facebook.com/celeritynetworksllc

Like us! facebook.com/celeritybroadband

  
  
  On 12/23/19 10:50 AM, Josh
Luthman wrote:
  
  

One month is due but the invoices will print
  a full 12 months of charges.
  

  


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

  
  



  On Sat, Dec 21, 2019 at
6:37 PM Steve Jones 
wrote:
  
  
It increments and only shows 1 month due


  On Sat, Dec 21,
2019, 12:51 PM Josh Luthman 
wrote:
  
  
12 month prepay is exactly how you
  would do annual billing.  It works for me and a
  bunch of customers...
  

  


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

  
  



  On Fri, Dec

[AFMUG] OT Benefits

[Chuck McCown]

In the past, I would cut people loose mid day on xmas eve and new years eve 
with full pay for the day.

This year I am just giving them the day off with pay.  While I lose a couple of 
days of paid productivity, it times past that half day did not accomplish much 
any way.  
So, it sweetens the benefit package a bit.  

What is common amongst employers these days?-- 
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Re: [AFMUG] OT Benefits

[Jim Bouse [Brazos WiFi]]

We go to skeleton crew December 24 z January 2nd.

We give them this PTO as a thank you for the year.

Jim



Sent via the Samsung Galaxy S8 Active, an AT&T 5G Evolution capable smartphone



 Original message 
From: Chuck McCown 
Date: 12/24/19 1:34 PM (GMT-06:00)
To: af@af.afmug.com
Subject: [AFMUG] OT Benefits

In the past, I would cut people loose mid day on xmas eve and new years eve 
with full pay for the day.

This year I am just giving them the day off with pay.  While I lose a couple of 
days of paid productivity, it times past that half day did not accomplish much 
any way.
So, it sweetens the benefit package a bit.

What is common amongst employers these days?
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[AFMUG] Dragonwave Horizon MIB

[Nate Burke]

I'm working with a customer that has an old set of Dragonwave horizon 
18ghz radios.  So far my Googlefu is failing me finding a MIB for these 
units so I can setup some monitoring.  Does anyone have a copy of the 
MIB laying around?


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Re: [AFMUG] OT Benefits

[Matt Hoppes]

That's what we do nothing gets done anyway, and the phones are dead.

We take off Christmas Eve through New Years Day, with support answered 
by techs remotely.


On 12/24/19 2:33 PM, Chuck McCown wrote:
In the past, I would cut people loose mid day on xmas eve and new years 
eve with full pay for the day.
This year I am just giving them the day off with pay.  While I lose a 
couple of days of paid productivity, it times past that half day did not 
accomplish much any way.

So, it sweetens the benefit package a bit.
What is common amongst employers these days?



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