You Need To Be Online To Access The Internet These Days

, , , , | Right | May 1, 2018

(I work at a call centre doing technical support for a rather popular brand of smartphones.)

Me: “Welcome to [Company]. My name is [My Name]. How can I help you?”

Customer: “Hi. I can’t add my email account to my phone. I just keep getting error messages that it’s not available.”

Me: “Okay, I’m sure we can do something here. If you can please try to add the account again, just so that I can get the exact error message?”

(The customer does that and gives me a very common error message that can mean just about anything, from the phone being disconnected from the Internet to the email server being down. So, to narrow it down, I start with something that I can actually help with.)

Me: “Do you have an active Internet connection?”

Customer: “No. Why do I need that?”

Me: *long pause* “You need to have an active Internet connection, so that the phone can connect to the email server, so that it can add your account. Just like on your computer, it needs Internet to be able to reach the emails that you have waiting for you.”

Customer: “Really? That’s not how I thought it would work.”

(He then hung up and left me wondering how he thought it would work to access your email without having Internet.)

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