I just wasted 2 hours of my day.
Yesterday Brian informed me that the internet was not working, so today I start to troubleshoot the problem. I unplugged the modem and reset the computer. I even unplugged the modem again and pushed the reset button cause Brian said that is what he had to do last time he called AT&T to fix the internet. Unfortunately my own troubleshooting was not working.
So, I had to call AT&T. I go through all the stupid automated questions (even though I know the representative will ask me the exact same questions again when I finally get him/her on the phone) wait for 17 minutes and finally talk to someone with a very thick British-Indian accent. He is asking me what phone number is on the account...can't find the account...what is the account #...I don't know...look on your statement...I don't have access to the internet and am "going green" so I don't have a paper copy... He can't find my account so he transfers me to billing to track down my account. On hold for 2 minutes...talk to a woman who helps me track down my account number...transfers me back to tech support where the automated message says my wait will be 8 minutes. Great. I am finally connected to another gentleman with a very thick British-Indian accent and I promptly give him my account number.
Now that we know which account we are working with we can get down to business. What is the problem...my wireless internet is not working...how many lights are on the modem...4 green ones...do you have an ethernet cable? I have a gray and a yellow one which is it? use the yellow one. Plug it into the computer...ok it says I need to reset my connection... DID YOU PUSH THE RESET BUTTON ON YOUR MODEM? (In a scolding tone) yes, my husband said he had to do that last time the internet wasn't working. NEVER PUSH THE RESET BUTTON UNLESS DIRECTED TO BY TECH SUPPORT. I respond timidly..ok sorry...how do we fix the problem. He takes me through a series of steps (having some mishaps along the way including me getting ahead PLEASE WAIT FOR MY INSTRUCTIONS... and i'm finding it difficult to understand what he is saying...until finally...
YEA the internet is working...
but my wireless is not....
We go through multiple menus on the laptop for about 15-20mintues and to no avail so I finally hand over remote access to my computer to him. He fiddles around with it and asks... what kind of laptop do you have?... ASUS... there should be a button for the wireless, it looks like a fountain, can you push it?
I find the button on the side of the computer. I did not know it existed. I notice it is switched to off, I switch to on and...
It worked.
Was that it?
The wireless is working now?
Was that the problem the whole time?
I feel so silly.
Since we were probably being recorded the tech support guy was very polite and asked me to check to make sure a couple sites were working properly and after confirming that they were we ended the call.
I asked Brian if he knew that button was there and he didn't
SNEAKY COMPUTER!!!
That is hilarious! I bet everyone with AT&T has similar stories about those Indian people. When Casey was on with them last time he discovered it was 3am their time/ and afternoon here.
ReplyDeleteOur modem crashed and the tech people said to replace it. I went and bought one but Casey checked forums first and learned how weak those modems are and went and bought a $20 cord to fix the problem instead. He was still on the phone for an hour setting it up, though.
We had the same thing happen to us! The button thing, I mean. we avoid calling tech support at all costs. lol. We went a few days without internet until one day I noticed the button.
ReplyDelete