Whirlpool

Today I had an interesting computer call out.

Our customer had been talking to AAPT for over two weeks trying to ascertain why she could not connect, her username and password was being accepted on both dial up and her adsl connection but she could not surf.

Because she was connecting to the network and the authentication was taking place AAPT kept blaming her PC. However, the client had two different computers getting the same problem on this single port modem.

I was already suspicious that AAPT had the problem. I spoke to a technical representative called David (Indian accent) who seaming always wanted to blame the computer for everything. I explained I had tried another router with the same results, I also explained that I tested with my computer. I could ping, via command prompt, I could trace route and even ping websites. What the problem was that a setting was set wrong at the AAPT end and the dhcp server was sending the wrong gateway address to the router, this meant it looked connected but couldn’t transfer any data.

AAPT just wanted to send out another router that would not have fixed the issue as the settings issue was at their end and modem said that in its diagnostics, I continued to tell the technical representative who again failed to comprehend. When I begain mentioning the TIO they finally decided they should put me on hold and look at it. They finally discovered the problem, escalated it to a technical manager for rectification and told the client and myself they would have it fixed asap.

The fact is, they should have been able to find the issue easily on their own gear, they shouldn’t have wasted this persons time for over two weeks and then pretty much forced her to pay a technician to illuminate a fault at her end. It cost her $50 plus for my services for the hour, AAPT should reimburse her for that if they have any moral fibre.

Get some decent Helpdesk Monkeys!!!!

john farkin writes...

They finally discovered the problem, escalated it to a technical manager for rectification and told the client and myself they would have it fixed asap.

john farkin writes...

The fact is, they should have been able to find the issue easily on their own gear

Obviously it wasn't an easy one to find. Troubleshooting has standards, they need to be sure the standard stuff has been checked. Once it has, then escalate even if they don't know the problem.

john farkin writes...

they shouldn’t have wasted this persons time for over two weeks

How much of the time was actually in contact with AAPT?

When a DSL connection has sync and auth, there is a very low chance of a connection not working (assuming no wide outages), so it is easy to blame a computer. When you get to the two modems/routers tried, could still be a modem config issue.

Point is: Doesn't look like it was obvious, ISP's always troubleshoot from the CPE (Customer's Private Equipment).

john farkin writes...

It cost her $50 plus for my services for the hour, AAPT should reimburse her for that if they have any moral fibre.

Only if they advised her to contact a PC Engineer. If she did, and wasn't advised by AAPT, then they should pay no attention to reimbursement as it was her choice.

Ashrat writes...

Obviously it wasn't an easy one to find. Troubleshooting has standards, they need to be sure the standard stuff has been checked. Once it has, then escalate even if they don't know the problem.

There were atleast 12 calls to AAPT but the alarm bells should have rung load and clear when she couldn't use the dial up service on either computer, that should have told AAPT that the account settings being sent to the computer at the time of authentication are wrong!!!

When a DSL connection has sync and auth, there is a very low chance of a connection not working (assuming no wide outages), so it is easy to blame a computer. When you get to the two modems/routers tried, could still be a modem config issue.

yes that is true but if they had done some basic testing with the customer (like run the modems own diagnostics) it would have told them the exact fault. Someone with some basic networking skills could have picked this up easily and a helpdesk monkey who should be familiar with the product, modem supplies and the aapt network should have been able to as well.

Point is: Doesn't look like it was obvious, ISP's always troubleshoot from the CPE (Customer's Private Equipment).

checking their helpdesk customer contact logs they should have realised this avenue had been exhausted!! also if they had fully trouble shooted the CPE of which they supplied the modem, then the CPE would have told them where the fault is...

Only if they advised her to contact a PC Engineer. If she did, and wasn't advised by AAPT, then they should pay no attention to reimbursement as it was her choice.

yes that is unfortunate, but considering when i was there all that David wanted to do was send her a new modem and charge her for it. I think having the technician was the appropriate option. It took me some time to convince the helpdesk monkey he actually had to do something about it. I think we may have deviated from the script to much and he just couldn't handle it!

I'm had 7 years experience working on ISP helpdesk's and in my time at the ISP's I worked for I never fobbed a client off like these guys did. To make matters worse I'm an AAPT customer with multiple connections with them.... This isn't the first bad experience with their helpdesk I have heard of, quite simply things must improve or the list of complaints on this forum will continue to grow.

john farkin writes...

I'm had 7 years experience working on ISP helpdesk's and in my time at the ISP's I worked for I never fobbed a client off like these guys did.

Perhaps not, but you would understand why they wouldnt be convinced or impressed at your testing or tech title.

Surely you remember dealing with lying customers and unskilled techs during your time as a phone monkey.

The dhcp server sending the wrong address...pretty unusual, wouldn't you agree?

john farkin writes...

I could ping, via command prompt, I could trace route and even ping websites.

Sorry to bring reality into this, but if you can ping and traceroute, then the default gateway is accepting and passing on packets correctly.

golgy writes...

Sorry to bring reality into this, but if you can ping and traceroute, then the default gateway is accepting and passing on packets correctly.

not according to the modem

john farkin writes...

not according to the modem

So what was the conclusion, does aapt have multiple gateways and this one wont pass http?

I had exactly the same problem as your friend, AAPT did crap all to help me, tried to blame it on me so I am now with Bigpond, they will not get my business again.

Fist4jesus writes...

So what was the conclusion, does aapt have multiple gateways and this one wont pass http

that's exactly right they do have multiple gateways, but also somewhere in their set up file that send the network information to the modems when they authenticate had a bogus IP address for a none existent gateway that you couldn't ping or trace route to

This is only one example of an issue – get over it quick!

There are some great techs there and I do use their service too. Don't judge on this one occasion as you're sounding very judgmental – it's not as if we all know everything. lol.

john farkin writes...

a none existent gateway that you couldn't ping or trace route to

I'm confused. Earlier you write that you could ping and run traces but were not connected??

Or are you saying you couldn't ping, or trace TO this particular gateway.

Have they fixed the problem?

Fist4jesus writes...

I'm confused. Earlier you write that you could ping and run traces but were not connected??

Or are you saying you couldn't ping, or trace TO this particular gateway.

Have they fixed the problem?

to stop your confusion... the router tests showed this

PPP OK
Sync OK
IP Address OK
ATM OK
Gateway error

john farkin writes...

I spoke to a technical representative called David (Indian accent)

Get some decent Helpdesk Monkeys!!!!

Nice to see racism is well and strong.

Yert writes...

Nice to see racism is well and strong.

I like the way you edited my text!!! I merely pointed out he had an accent, the same if I spoke to a guy with a Scottish accent I would have posted that too... considering it was a phone call its the only way i have of describing him...

I don't quite get why his accent is relevant to the call at all, or that there's a massive need to describe him... thank god he didn't (or isnt allowed) to give his sir name!