I know that I've covered this ground before, but it just can't be emphasized enough. If one is going to call tech support about an Internet connection problem, is it not logical to start by call one's Internet service provider? Especially if nothing has changed on the computer, and all of a sudden one is unable to connect to the Internet.
Strangely, there are those who's first impulse in this situation is to call the tech support line for their computer. The logic behind this is far beyond my comprehension, but it does happen.
Today, for example, I took a call from a customer who was unable to get online with his DSL modem. After about ten minutes of trouble shooting, it was revealed to me that the lights on the modem were not on. Observe:
Me: Can you power the modem on?
Him(tries to turn on the modem): Nothing's happening.
Me: Is it plugged in to a power outlet?
Him: Yes.
Me: Ok, there's obviously something wrong with your modem. You'll need to call your Internet service provider to get this taken care of.
This is my favorite part:
Him: Ok then, I guess I'll have to call you back about this after I get the modem straightened out.
Me: Ummm... sure. Ok.
He was going to call us back about his Internet connection problem after he got the modem issue resolved by his ISP. At this point I was obligated to explain to him that in all likelihood, the lack of power to the modem was the cause of his Internet connectivity issue, and there should be no need for him to call us back.
Admittedly, I could have ended the call much sooner had I asked right away whether or not the modem was turned on. How naive of me to believe that one of our customers would have the sense to make sure his modem is functioning properly before calling us for help. You'd think I would know better by now.
