On most occasions, I do my own troubleshooting for my home network connections. However, I was too tired last night to do any check thus I decided to rang up my local ISP tech support.
The following is the conversation…
Helpdesk: Hi, welcome to S/i/n/g/n/e/t Broadband support, my name is Ramu (obviously an Indian FT)
Me: Hello, ok what information do you need from me first before I talk about the problem ?
Helpdesk: Ok Sir, let me verify you’re calling from 6XXXXXXX (like Duhh!) and your id is pXXXX80
Helpdesk: Ok Sir, how can I help you tonight ?
Me: Since morning (yesterday), I have problem connecting to Internet
Helpdesk: Ok Sir, have you tried to restart the PC because restarting the PC solve almost 2/3 of any computer problems.
Me: Yes, twice. (trying to stifle my laughter at his dead-serious tone)
Helpdesk: Ok Sir, can you tell me what modem are you using?
Me: 2wire HG 2700 model.
Helpdesk: Is it the 2wire 2700 HG wireless modem?
Me: Yes I just said that (trying my best to speak in a calm tone).
Helpdesk: Ok Sir, can you help me check if the modem power is turn on?
Me: Yes (started to think that it might take longer than expected)
Helpdesk: Ok is the light on the DSL status showing a fix light or blinking light?
Me: Fix green light.
Helpdesk: Ok I need you to open Start-> Run and type “cmd”
Helpdesk: Ok type in the following, “ipconfig”. Tell me what is the IP address that you’re getting.
Helpdesk: Ok then type in “ping www.yahoo.com”
Me: 4 request timeout.
Helpdesk: Ok I need to check your Internet Options LAN settings now.
Me: Ok I’m in the screen now.
Helpdesk: Can you please check if there is a TICK for use a proxy server?
Me: No because I’m at broadband line.
Now start the interesting argument…
Helpdesk: No Sir, you need to use the proxy server for Internet access. Without proxy server,
there is no way you can surf the Net.
Me: I’m telling you, the S/i/n/g/n/e/t proxy is meant for Jetpack and/or dial-up users. I’m using a BROADBAND connection. it’s automatically configured. (Which part of my sentence that he doesn’t understand ?)
Helpdesk: Sir, trust me on this one else I can’t help you very much.
Me: Ok fine then, let’s assume you’re correct (start to input the details).
Helpdesk: Thank you Sir, and now I need you to close and relaunch the Internet browser.
Me: It’s showing a page indicating Broadband link is not available, ATM connection error.
Helpdesk: No Sir, that can’t be right, even if you cannot see any website, you should be getting a “Page cannot be displayed” error instead.
Me: But I’m telling you, I’m getting a different page. Even after I close and reopen a new browser, I’m still getting the same error page (Can feel the blood rising already)
Helpdesk: I think you may have done some settings wrongly (oh so now its MY fault then). Can you please check the Local Area connection properties and check the TCP/IP properties if the DNS is obtain automatically ?
Me: Its already set to that.
Helpdesk: Ok try to do it manually. Insert this numbers.
Me: Done. (Starting to think it might be a mistake calling the ISP tech support afterall)
Helpdesk: Ok restart the PC and try again.
I didn’t restart the machine because this might not be a good resolution to assign a manual DNS IP in the first place. I decided to check physically on the phone line condition while placing the tech support on hold. Minutes later, I found the fault.
Helpdesk: So Mr Mohd, is everything ok ?
Me: Yes, no thanks to you coz the fault does not lie with the computer settings but because the phone line is physically damage thus getting a frequent loss of connection every few minutes.
Helpdesk: No Sir, I don’t think my diagnose is wrong Sir, if you could just-
Me: Its ok Ramu, I will followup from here.
Helpdesk:Ok Sir, if there is anything else, please call us again.
Me: Ok. (NOT)
I change to another phone cable and PRESTO, it works. What a waste of my 10-min. I think pure Indian tech support are rigid, as what Monyotmommy previously mentioned. Heh.