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Testing Plugs And Patience

, , , | Right | September 10, 2010

(Several of our customers recently experienced an Internet outage and needed to reset their equipment to get back online.)

Me: “You’ll just need to unplug your modem, wait a few seconds, plug it back in, and then wait for all the lights to come on. Once they’re all on, you’ll be back online. If that doesn’t work, call me back.”

Customer: “Okay, that sounds simple enough.”

(A few minutes later…)

Customer: “I just spoke with you. It’s still not working!”

Me: “I apologize, let’s take a look. Have you reset the modem already?”

Customer: “Yes! I need you to fix this. I need the Internet now!”

Me: “Of course. Are all the lights on the modem lit up?”

Customer: “No!”

Me: “How long ago did you reset your modem, ma’am?”

Customer: “Just now, after I called you back!”

(As we’re speaking, I see that her connection has re-established.)

Me: “I’m showing you’re online now. Are all the lights back on your modem?”

Customer: “Oh… that’s what you meant by waiting.”


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