Going Down The Wrong Route(r)
(I’ve been on a call with this customer for 22 minutes troubleshooting her Wi-Fi on her tablet.)
Me: “Let’s restart your router.”
Customer: “Okay. How do I reset it?”
Me: “You can unplug it or press the power button.”
Customer: “I can’t; it doesn’t have either of those.”
Me: “Hmm, is there a small hole that says reset?”
Customer: “Yes.”
(Four minutes later:)
Customer: “It won’t turn off.”
(There is no other troubleshooting I could possibly do at this point.)
Me: “Are you able to take the batteries out of it? We have to reset it.”
Customer’s Husband: “Take the batteries out of what?”
Me: “The router.”
Customer’s Husband: “The router? What do you mean?”
Me: “How do you get your Internet?”
Customer’s Husband: *chuckles* “Honey, how do you get your Internet?”
Customer: “Just around, from the neighbor, I guess?”
Me: “So… You don’t have a Wi-Fi router in your house?”
Both Simultaneously: “No.”