I was helping a client today troubleshoot their Internet connection. Their office is over 600 miles away, so on-site support was out of the question. I had to work with one of the 2 people that works in their office and walk them through checking cables, indicator lights, resetting things, etc. This is part of our conversation:
Client: OK, so what am I looking for again?
Me: A network cable.
Client: Oh, OK. They’re the fat phone cord looking ones, right?
Me: Yes. The ends look like large phone cord connectors.
Client: All right … (sounds of her moving things around for about 30 seconds) .. Oh! Here’s one.
Me: Great, now let’s follow it to one end and see where it’s connected.
Client: This is a long sucker, must be almost a hundred feet.
Me: Are you sure it’s a network cable? It should be just like the ones we were connecting to the router, but longer.
Client: Yeah, this looks just like those.
Me: Good. Are you able to trace it back to where it’s connected?
Client: Yeah, I think so … it’s pretty tangled up, though.
Me: All right. When you find where it plugs in, unplug it and plug it back in until you hear or feel it click to make sure it’s connected properly.
Client: Ah! I think I found it *click*
Just another day in tech support.
This entry still can’t stop shaking its head.