Re: [WISPA] Most Common Questions for Tech Support Line ?
Rick Smith wrote: If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... While I like the answers submitted thus far, I'm going to dare to make a semi-serious contribution or two. Assuming it's a typical hotspot environment, you'll probably have a lot of questions about email. If someone pops open Outlook or Thunderbird or whatever, they'll probably be able to read their email, but they likely won't be able to send email out. Your script will need to explain why the hotel won't let their guests talk to any random SMTP server on the Internet. (And you may want an optional paragraph for folks whose companies are semi-clueful and have SMTP AUTH or something like that set up.) Bonus points if you have an SMTP proxy of some sort, and if it can somehow handle the aforementioned SMTP AUTH (I'm not sure if that'd even be possible, but what the heck). A related stanza for people using MS Exchange may be useful too - at least some versions of Exchange use NetBIOS ports for talking to their server, which are exactly the same ports used by 9 out of 10 leading Windows viruses, and thus are probably blocked, wholesale, on your network. Then all the standard stuff about flip the little switch on the side of your notebook to turn on the wireless card and try rebooting, that fixes everything about half the time. David Smith MVN.net -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
[WISPA] Most Common Questions for Tech Support Line ?
If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Most Common Questions for Tech Support Line ?
Do you have a router? If yes, then reboot the [EMAIL PROTECTED] router!!! AND DON'T CALL US AGAIN EVER UNTIL YOU DO!!! Mark Nash Network Engineer UnwiredOnline.Net 350 Holly Street Junction City, OR 97448 http://www.uwol.net 541-998- 541-998-5599 fax - Original Message - From: Rick Smith [EMAIL PROTECTED] To: 'WISPA General List' wireless@wispa.org Sent: Tuesday, January 16, 2007 7:50 AM Subject: [WISPA] Most Common Questions for Tech Support Line ? If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
RE: [WISPA] Most Common Questions for Tech Support Line ?
We use almost all Smartbridge AP's but recently added one of their newer units, it just likes to stop associating or passing traffic randomely so that bridge is our nightmare. My sysadmin doesn't like Microtic stuff but he' leaves at the week for another job so you can bet I will be buying some because he never gave me any good alternatives. Of course for our new techs we love to call them with I can't get my PPP up just to see if they are listening. In reality the most questions we get are why is your Internet so slow and they yell at us because they have viruses and adware even though our startup disk includes adware and and AVG. I swear we have been blamed for divorces and the porn they go to see. It's always our fault. It makes me wonder if Cable gets questions like you let my kid see evil shows too. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nash Sent: Tuesday, January 16, 2007 9:47 AM To: WISPA General List Subject: Re: [WISPA] Most Common Questions for Tech Support Line ? Do you have a router? If yes, then reboot the [EMAIL PROTECTED] router!!! AND DON'T CALL US AGAIN EVER UNTIL YOU DO!!! Mark Nash Network Engineer UnwiredOnline.Net 350 Holly Street Junction City, OR 97448 http://www.uwol.net 541-998- 541-998-5599 fax - Original Message - From: Rick Smith [EMAIL PROTECTED] To: 'WISPA General List' wireless@wispa.org Sent: Tuesday, January 16, 2007 7:50 AM Subject: [WISPA] Most Common Questions for Tech Support Line ? If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- Internal Virus Database is out-of-date. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.15.18/585 - Release Date: 12/13/2006 -- Internal Virus Database is out-of-date. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.15.18/585 - Release Date: 12/13/2006 -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Most Common Questions for Tech Support Line ?
#1) IS THE INTERNET DOWN? A) No, but it sounds like you're having trouble... #2) IS THE INTERNET DOWN? (I just reinstalled my computer but that couldnt't be the problem...) A) No, but it sounds like your computer isn't set up correctly... #3) IS THE INTERNET DOWN? (The roofers just left, but I don't know what that would have to do with it, the screen says you're down and I want service credits now!) A) Hmm, it looks like your equipment has been destroyed and no longer registers with the service. Rick Smith wrote: If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Most Common Questions for Tech Support Line ?
Sheesh, I hate to bad mouth smart bridges, but I went that way once, was sort of like being blinded while walking in your bare feet and stepping into a pit of hot coals. Kinda still haunts me. I'm not that technically savy, but I have no problem using ssh'ing ito a star-os ap and configuring it. And they work. George Forbes Mercy wrote: We use almost all Smartbridge AP's but recently added one of their newer units, it just likes to stop associating or passing traffic randomely so that bridge is our nightmare. My sysadmin doesn't like Microtic stuff but he' leaves at the week for another job so you can bet I will be buying some because he never gave me any good alternatives. Of course for our new techs we love to call them with I can't get my PPP up just to see if they are listening. In reality the most questions we get are why is your Internet so slow and they yell at us because they have viruses and adware even though our startup disk includes adware and and AVG. I swear we have been blamed for divorces and the porn they go to see. It's always our fault. It makes me wonder if Cable gets questions like you let my kid see evil shows too. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nash Sent: Tuesday, January 16, 2007 9:47 AM To: WISPA General List Subject: Re: [WISPA] Most Common Questions for Tech Support Line ? Do you have a router? If yes, then reboot the [EMAIL PROTECTED] router!!! AND DON'T CALL US AGAIN EVER UNTIL YOU DO!!! Mark Nash Network Engineer UnwiredOnline.Net 350 Holly Street Junction City, OR 97448 http://www.uwol.net 541-998- 541-998-5599 fax - Original Message - From: Rick Smith [EMAIL PROTECTED] To: 'WISPA General List' wireless@wispa.org Sent: Tuesday, January 16, 2007 7:50 AM Subject: [WISPA] Most Common Questions for Tech Support Line ? If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Most Common Questions for Tech Support Line ?
Kinda got of the subject there, but I've spent a lot this past year retooling my network, and support has dropped to a very low level. Guess the first thing I woul ask, is if they have rebooted everything, their poe adapter, their router, the pc's. in that order. One major question I learned to ask real fast, like very first, was how many computers and laptops do they have and which one doesn't work. If they say all, it's one direction and if they say, just my mac, etc, it's end of the story. George Rogato wrote: Sheesh, I hate to bad mouth smart bridges, but I went that way once, was sort of like being blinded while walking in your bare feet and stepping into a pit of hot coals. Kinda still haunts me. I'm not that technically savy, but I have no problem using ssh'ing ito a star-os ap and configuring it. And they work. George Forbes Mercy wrote: We use almost all Smartbridge AP's but recently added one of their newer units, it just likes to stop associating or passing traffic randomely so that bridge is our nightmare. My sysadmin doesn't like Microtic stuff but he' leaves at the week for another job so you can bet I will be buying some because he never gave me any good alternatives. Of course for our new techs we love to call them with I can't get my PPP up just to see if they are listening. In reality the most questions we get are why is your Internet so slow and they yell at us because they have viruses and adware even though our startup disk includes adware and and AVG. I swear we have been blamed for divorces and the porn they go to see. It's always our fault. It makes me wonder if Cable gets questions like you let my kid see evil shows too. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nash Sent: Tuesday, January 16, 2007 9:47 AM To: WISPA General List Subject: Re: [WISPA] Most Common Questions for Tech Support Line ? Do you have a router? If yes, then reboot the [EMAIL PROTECTED] router!!! AND DON'T CALL US AGAIN EVER UNTIL YOU DO!!! Mark Nash Network Engineer UnwiredOnline.Net 350 Holly Street Junction City, OR 97448 http://www.uwol.net 541-998- 541-998-5599 fax - Original Message - From: Rick Smith [EMAIL PROTECTED] To: 'WISPA General List' wireless@wispa.org Sent: Tuesday, January 16, 2007 7:50 AM Subject: [WISPA] Most Common Questions for Tech Support Line ? If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Most Common Questions for Tech Support Line ?
HA HA HA. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Mike Ireton [EMAIL PROTECTED] To: wireless@wispa.org Sent: Tuesday, January 16, 2007 1:13 PM Subject: Re: [WISPA] Most Common Questions for Tech Support Line ? #1) IS THE INTERNET DOWN? A) No, but it sounds like you're having trouble... #2) IS THE INTERNET DOWN? (I just reinstalled my computer but that couldnt't be the problem...) A) No, but it sounds like your computer isn't set up correctly... #3) IS THE INTERNET DOWN? (The roofers just left, but I don't know what that would have to do with it, the screen says you're down and I want service credits now!) A) Hmm, it looks like your equipment has been destroyed and no longer registers with the service. Rick Smith wrote: If I were to build a script for my tech support phone answering, and share it with you all as an FAQ, what do you think the most common questions are, and how are they answered. Keep in mind, that I'm attempting to write a script, so to speak, for an operator to pick up the phone and cluefully help someone through wireless or hotspot problems in hotels... R -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
