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Customer's service is not working. I checked and sure enough, they are in an outage area. I told them "Oh! They are working on the situation right now! It was reported as an outage as of 1:10 this morning!" Customer doesn't beleive me. Wants to be transfered to someone who will help them.

SECOND customer calls in to say that he turns his computer off, but if he leaves the modem on then the computer reboots itself after 5 minutes. And it DOESN'T do that if he unplugs the modem. And he wants me to fix it. I told the customer there's no way that can happen if the computer is turned completely off because when it is of, it is OFF. He called me a liar and demanded to speak to a supervisor.

BACK-TO-BACK CALLS HERE, FOLKS!

Date: 2006-07-20 12:10 pm (UTC)
From: [identity profile] freydis.livejournal.com
Jeebus! Your night was chock full of the crazies.

What? Is Pluto in Reverse or something?

actually, I don't think Pluto goes in Reverse, or if Reverse is even something planets do.

Sorry you had to deal with the wacks.

Date: 2006-07-20 01:12 pm (UTC)
From: [identity profile] nani-ka.livejournal.com
I just realized. Troy was off tonight!

You were obviously answering the Troy Line.

Oh, and the rebooting thing? His NIC probably has "wake on lan" enabled.

Date: 2006-07-20 09:14 pm (UTC)
From: [identity profile] captain-slinky.livejournal.com
"Wake On Lan"? Never heard of it. What's it mean?

Date: 2006-07-21 01:33 am (UTC)
From: [identity profile] nani-ka.livejournal.com
Its a network thing for computers you use as print or data servers - the computer will go into standby or turn itself off until a request comes through for the server to do something... great for machines that do something where they don't need to be on all the time, rotten for a home machine plugged into an "always on" connection.

Date: 2006-07-21 03:50 am (UTC)
From: [identity profile] collisions.livejournal.com
You know, I was going to suggest that too. In which case he wasn't crazy, even if it wasn't technically Comcast's fault. I'm not sure if your support charter includes talking people through mucking with their BIOS - I'm assuming you'd rather be tortured to death.

Date: 2006-07-21 03:59 am (UTC)
From: [identity profile] captain-slinky.livejournal.com
Yeah, that's *juuuuust* beyond our line of demarcation. All we really cover is the "Did you reboot it yet? Try rebooting it" end of things :)

Date: 2006-07-22 07:21 am (UTC)
From: [identity profile] nani-ka.livejournal.com
No, no BIOS mucking allowed. That's so far out of demark that even [livejournal.com profile] teengin hasn't gone there... I hope.

Date: 2006-07-20 05:03 pm (UTC)
From: [identity profile] lady-absinthe.livejournal.com
Just transfer them to my ext. *snickers*

Date: 2006-07-20 09:15 pm (UTC)
From: [identity profile] captain-slinky.livejournal.com
I'll need that home phone number from you... this'll be GREAT!

Date: 2006-07-26 12:40 am (UTC)
From: [identity profile] supernovame.livejournal.com
yeah, we shouldn't do it, but if you wanna know how...

in WinXP:
go to network connections,
right click on their local area connection they are using
hit properties
in the window that pops up click on the configure button
in the window that pops up this time click on a tab that says power management
on that tab are two magical checkboxes...
one says "allow the computer to turn off this device to save power" which turns off their internet. Since there is no way to set how long to wait before it turns off the internet. I have found that if the csmr says it goes of at regular intervals, like my internet goes off every day at 3pm, or every 3 hours, or every 5 minutes, then unchecking this option fixes it sometimes. It at least surprises the customer who swears that nothing with their computer would be doing this. I usually have them read it to me out loud... so far it has seemed to be a very random timing, but it would be nice to know if it should be after 2 hours of non-use or something.

right below that option is the check box for "allow this device to turn on my computer" or something like that, which turns on the computer when it sees a signal from the internet. you could always freak the csmr out by saying it will turn the computer on when it gets a signal from the internet... like a hacker trying to steal all their stuff... then see if the csmr gets very paranoid

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