as someone who has worked in DSL suport for years now, I quickly learned that instead of asking specific questions I would ask open ended questions, because if people don't know the right answer they will tell you the truth.
So: Ok, find the fat phone cable on the back of your computer, OK, you got that? Is it plugged in? Now take your hand and trace it back to wherever it goes, and tell me what you see. OK, it goes to another box? what is the name on that other box? OK, netgear? OK, great, is that box on with green lights? Ok, great, now trace the cable which goes out of the WAN port, NO, it's labled, OK, trace that one to the next box. You mean there isn't one? I know there is, I can ping it. Ok, I'm glad you found it. now, unplug the phone cable *CLICK* (dialtone).
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as someone who has worked in DSL suport for years now, I quickly learned that instead of asking specific questions I would ask open ended questions, because if people don't know the right answer they will tell you the truth.
So: Ok, find the fat phone cable on the back of your computer, OK, you got that? Is it plugged in? Now take your hand and trace it back to wherever it goes, and tell me what you see. OK, it goes to another box? what is the name on that other box? OK, netgear? OK, great, is that box on with green lights? Ok, great, now trace the cable which goes out of the WAN port, NO, it's labled, OK, trace that one to the next box. You mean there isn't one? I know there is, I can ping it. Ok, I'm glad you found it. now, unplug the phone cable *CLICK* (dialtone).
I love residential support.