Tech Support #6

[Blade_Raver]

For this call I serve as Hotel Internet Tech Support. The call center I worked at did tech support for a lot of hotels across the country, and in some other countries.

Me: Blade_Raver
SC: Stupid customer

Me: Thank you for calling tech support, my name is Matt, how may I help you?
SC: I have been trying to get onto the internet for an hour now and I can't get on. Your network is down.
Me: Alrighty, I'll be more than happy to help troubleshoot the problem. Which hotel are you calling in from?
SC: (Gives city name)
Me: Which one in (city name)?
SC: (Gives city name again)
Me: We service at least 3 hotels in (city name). Which one?
SC: (tells me name of hotel.)
Me: (Pulls up hotel sheet, logs into router. It's up, 3 people online and running.) Okay. Can I get your name?
SC: (SC)
Me: Okay, (SC). Is this hotel using a wired or wireless setup in your room?
SC: Wireless.
Me: Alrighty, let's check your wireless settings..
(So, to make things short.. 20-30 mins pass as I painfully guide him thru diagnosis and troubleshooting..I check his Wireless settings.. He's connected into the SSID.. He's got a valid private IP address.. He was able to ping by IP address.. but couldn't ping domains.. A simple DNS resolution issue. Force DNS server on his wireless card. No big deal.)
Me: Okay, it's a DNS resolution issue. The fix is very simple. Let's go back into Network Connections... Right click your wireless connection, properties. Click Internet Protocol TCP/IP, Properties....
SC: Okay, I'm there.
Me: Alrighty, we'll need to specify DNS servers. Please let me know when you're ready for the first one.
SC: (gets snippy) I didn't have to do this in any other hotel. Why do I have to do it here?
Me: The wireless card isn't resolving DNS host names.
SC: (Throws more corporate ignorance attitude) Why is my card not doing whatever you're saying?
Me: The Wireless card isn't grabbing the DNS server information off of our DHCP server.
SC: Whatever, I think you're full of s***. I've never had this problem before, and this isn't going to fix my problem. I've wasted 3 hours (gotta love how they exaggerate!) on the phone with you and now I can't get any work done. I'm going to go elsewhere.
Me: Very well, it is your choice. I was only trying to fix your problem. Bye sir.
SC: Bye.

Heh.. what a moron... 5 more minutes and he'd have been fixed.

[technical.angel]

Setting an IP and DNS server annoys me, because to get connected here, the computer has to obtain those from the server automatically. So, the kiddies will come in from home, have stuff set, and start whining because they can't get online. A few clicks later, done!

[BravoOrig]

Whenever theres a snow storm or we feel like it, the wife and I will get a hotel through priceline in town, so we can still get to work, or enjoy the pool. They have wireless internet, but usually we get a room where you can barely pick it up, if at all. Probably why they now leave an ethernet cable hooked to the ethernet jack in their rooms now. The last two times I just picked up a signal from the adjacent hotel. Whats funny is they ask you for your name, then give you access, so I always put in a made up name. I've had a network come up saying Free Public Wifi with 100% signal strength and I can connect to it, but then it drops or I never get online.

[MacPrince]

I've had a network come up saying Free Public Wifi with 100% signal strength and I can connect to it, but then it drops or I never get online.

The apparent source of those "Free Public WiFi" access points

[JustADude]

The apparent source of those "Free Public WiFi" access points

*snicker* Wow, viral propagation of non-viral code... that's something you don't see every day. Good thing it's harmless.

[BravoOrig]

Aww, an explanation, thanks! I'll still be stuck with the hotel next door's crappy wifi.

[FrancoTek]

The apparent source of those "Free Public WiFi" access points

Thats windows for you, always setting up stuff that you don't need to and becoming a security risk at the same time.