* * * * *
Connectivity II
Since Rob [1] called last time, [2] this time it was my turn to listen to
light jazz over the phone.
I call. I'm informed that for quality assurance this call might be monitored.
I'm also informed that I'll be listening to the light jazz for twenty minutes
while Technical Support busily ignores my call. So I wait.
Maybe fifteen minutes later I get Tech Rep #1. After getting the appropriate
contact information Tech Rep #1 finally asks what the problem is.
“Yes, I just bought a new network card for my computer,” I said. “I think you
setup is storing the MAC address of the old network card so I need for you to
remove it and let me renew the DHCP lease with the new network card.”
“Okay, could you please repeat that again?”
Fifteen minutes and a dozen repeats of what I want done later, he gives me a
case number and informs me that I'll be passed up the Tech Food Chain to Tech
Rep #2. A few minutes of light jazz later, Tech Rep #2 picks up the phone.
“What is your case number?”
I give Tech Rep #2 the case number and repeat the request. Twice. Then Tech
Rep #2 has me rattle off the old MAC address. At this point, I'm pretending
to be Rob, since his name is on the account, and I'm yelling at Rob to rattle
off MAC addresses since the computers in question are in his room, and the
phone is in my room. If Tech Rep #2 clued in to what was happening, Tech Rep
#2 didn't say anything, which is a Good Thing. Then I have to rattle off the
new MAC address. Reset the cable modem, grab a new IP (Internet Protocol)
address using DHCP and we're good to go.
Unfortunately, I think this means I'll be making the tech support calls from
now on.
[1]
http://www.tragic-smurfs.com/
[2]
gopher://gopher.conman.org/0Phlog:2002/02/16.1
Email author at
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