COVIDiot vs WiFi Tech Support |
- COVIDiot vs WiFi
- Always follow your change request procedure
- My laptop just shut off and won't start
- Wakey Wakey!! Never give out your personal number!!
- Everything from nothing to nothing
- how much support do you need? the cost of nines
- The 3am call
- mitel phone system glitch gives me a chuckle
- The time I would have gotten fired if I hadn't already resigned
- Outlook isn't Working
- Fast, cheap, reliable – choose two.
| Posted: 13 Jul 2021 11:32 AM PDT This is a shortish one, mainly because I think I blacked out from the sheer stupidity. C = Customer, M = Me. C: "My WiFi keeps dropping out" M: "I'm sorry to hear that. Let's see if we can figure out what the cause is" 20mins of troubleshooting later, the line is fault free, router is running correctly, set up and positioning is correct and I'm drawing a blank on the cause. As a last-ditch, I boot up a mesh analysis tool. M: "I'm seeing some signs of interference. It looks like there's a device broadcasting quite a strong 5ghz signal on the same frequency as your router. It's coming and going so likely a mobile device. Have you bought any new wireless electronic devices lately?" C: "No but my neighbours have just had the vaccine" M: "I don't see what that has to do with anything" C: "Obviously the 5G tracking chip in the shot is interfering with my WiFi!" That was where I had a self-defensive stroke, made some vague comment about changing frequencies and hung up. Had to take a long break to recover from that one. [link] [comments]  |
| Always follow your change request procedure Posted: 13 Jul 2021 08:54 AM PDT I work for a company that supports a wide variety of products including self checkouts (SCO). A specific store wanted to make their SCOs cashless in order to make it less work for staff working in the cash office to balance the lanes, etc. Normally in situations like that, we would expect the customer's help desk to follow their own established process for change request. It wasn't. The help desk skipped that step and sent a ticket to field service to make the change. Of course, that ticket gets assigned to me. Rather than outright cancelling the request and telling help desk to follow the proper procedure, I called the store manager directly. I explained to him that any changes to the function of SCOs including making it cashless would require change request to be submitted and approved by their IT department before we can implement the change. He acknowledged that explaination and I closed the ticket and that was the end of it...so I thought. A few months later, a different technician inquired with me about an issue that was difficult for him. A store reported numerous issues with their SCOs not dispensing money correctly. The junior technician had been working on the issue for over a week and was unable to resolve it. I looked into it and noticed that it was the same store that had initially requested to convert all of their SCOs cashless. I did some digging around and got ahold of a manager in charge of change management for that company. He said that they did recieve a request from that store and it was denied. Ok, let's go to the store and find out exactly what's happening. I spoke to the head cashier, he said that there was an incident where a specific SCO dispensed an extra $5 to the customer. During the investigation, they discovered that all SCOs were short on cash and there was no apparent explaination for it. I started troubleshooting on the SCO in question that dispensed too much cash and couldn't find anything wrong with it. Performed the same set of troubleshooting on other SCOs, also turned up nothing. Throughout the troubleshooting, I spoke to various staff members and they all mentioned the same issue where a customer got an extra $5. Weird. At the end of my shift, I had to pack up and come back next day to continue working on the issue as well as do some preventative maintenance. I returned next day and spoke to a different supervisor, she too, said the same thing about the extra $5 being dispensed. Then it clicked. Everyone's story is exactly the same. They got the SCO correct, how much the customer purchased, how much the customer paid, and how much the customer got back in change. Normally when troubleshooting issues like this, I would get a few variation of the story but in this case, the details was exactly the same. Almost like it was rehearsaled. So I finished my troubleshooting and ultimately found nothing wrong. I went to the store manager to present my findings. He wasn't happy and stated that if their self checkouts are losing money and we're not able to find the source of the loss, he wants me to make it cashless. I, again, reminded him that as per contract with his employer, we cannot make major changes without their prior approval. Store manager: Well, I spoke to BrockN and he said you could! It just occurred to me that he doesn't realize that the person he spoke to months ago, is me. BrockN: Well, no that's not correct... SM: Yes it is! Quit lying and make it happen B: Sir, allow me to explain. What I said was, we can make it happen, as long as we have your company's approval. I already spoke to them before coming here and they already told me that they denied your request. SM: Wait, you're Brock? B: Yes... SM: And you won't do it? B: Not without approval At this point, the manager gave up. I closed the call as no fault found and made it billable at close to $250 per hour. With my 4 hours plus close to a week of work performed by other tech, the store didn't try pulling this stunt again. I returned to the store sometime later for an unrelated issue, found that the store used black duct tape to cover up cash entry. Looks ghetto. [link] [comments]  |
| My laptop just shut off and won't start Posted: 13 Jul 2021 08:24 PM PDT I had to travel for this one at the time, we have several sites that are offsite and I had a few incidents to do over there so I get to this lady's desk and ask her what's wrong. She explains she was working and all the sudden the laptop shut off and won't start *She presses the power button* I'm on her right side so I have a side view and I look over in the back of the laptop, then push the power cable all the way in that had come out, hit the power button and it started booting. She double facepalmed in embarrassment and apologized, I felt bad for her and whispered to her I've seen worse, which I have, and showed her the other incidents I had to do over there so it wasn't a wasted drive. [link] [comments]  |
| Wakey Wakey!! Never give out your personal number!! Posted: 13 Jul 2021 12:41 PM PDT This story about early morning calls made me remember something that happened to me almost 15 years ago. At that time I had become our team's expert on a specific product. If first contact couldn't figure it out it got routed to me. By chance there was a fairly large client that had constant problems with this product. At one point I was on the phone with them multiple times per day for weeks. I would come in and the first thing I would do is call them in response to an email or voicemail from them. That's how I started my day for a while. I dealt almost exclusively with two people, both of whom lived and worked on the East coast, where their company was based. I lived and worked on the west coast, although my company had general support staff on both coasts. But since I was the designated expert for this one product and was constantly on the phone with them about it, I became "their" contact by default. I quickly found that their issues were almost entirely self-inflicted errors due to both men not understanding basic principles. So they kept making the same mistakes, trying to correct them, then making more mistakes. Both guys were well meaning however and sincerely trying to do better. I eventually nicknamed the two guys "Tommy John," a play on their first names. They found it amusing since they were both big baseball fans. I would kid one of them about his giant moustache, which he did not have, making him a spitting image of the real Tommy John, who also did not have a giant moustache. In other news my lack of an eye patch makes me a spitting image for Brad Pitt. One day I was in the middle of a fire drill with both halves of Tommy John. It was some kind of emergency where they had a meeting with auditors in a couple hours. Both of them were panicking about not getting this done, facing some sort of penalty, their boss would explode, etc. Then we had a power outage. The generator did not immediately come online so briefly we lost phones and our network connections. At that point I knew Tommy's number by heart, so I called him back on my personal cell, breaking a rule of mine and a rule of my company, but he was a nice guy and he did need help. I talked them through what to do. I confirmed that I had called him on my personal cell and asked him not to call that number. Please go through the regular number to reach me. Both halves of Tommy John swore they would NOT call my personal cell. The next month they called my personal cell. They hadn't been able to reach me yet that day and needed help with another emergency. It was close to their end of day (early afternoon my time) and they needed to fix something before they submitted the result. I said I understood this was a one-time exception and helped them out. They swore they would never call that number again. Two months later they called again. This was another emergency, and they again promised to never call again. And this time they never did. They had gradually improved and were now almost competent. Thereafter I moved on to other things. Two years later I got a phone call about 6:30 AM waking me up. It was from someone who had taken over for both halves of Tommy John. He was having an issue with product I used to support and asked me to help. I explained that I used to support that product but didn't anymore, and suggested that he call the help desk. He said that he had and was promised a call back. It had been almost an hour and he had NOT gotten a call back. He found my personal cell number in the contact sheet for my company with a note next to it that it was to be used ONLY for emergencies. Well, he had one. I offered some vague general troubleshooting and asked that he wait a little longer for the resource that currently does support the product. Unfortunately for me, I still knew enough to recognize the likely problem and my basic advice fixed his issue. From that point forward he began calling called me whenever he wanted help, always between 5-7 AM my time. After the first few mornings of this I put my cell phone on silent until I got to the office. Then I would pass on to the person who took over my role that he had called and please call him back. She would roll her eyes and said she'd get to it as soon as she could. He would sometimes call again if she didn't call back quick enough to his liking. Occasionally he'd catch me when I wasn't on the phone and I just answered out of habit. I would always get an earful. This experience taught me three things. First, never break the rule of giving out out your personal contact information. Second, setting your cell phone to silent while you're asleep is fantastic. My parents also lived on the east coast. As my mother got older she started to occasionally call me early in the morning since she forgot about the time difference. Once she called at 5 AM because she needed to know my hat size. This solved that problem too. Third, East coast bias is intractable. In my current position I attend 6 AM meetings a few days a week. But god help me if I book a meeting past 1 PM my time. [link] [comments]  |
| Everything from nothing to nothing Posted: 14 Jul 2021 12:59 AM PDT TLDR: Nobody provides me with any information about an external e-mail account for a mobile device and in the end, nothing is resolved. So its vacation time in my country and my colleague decided to send me one of their unresolved ticket before they go on vacation. I say "Ticket", but what I really mean is that they forward an email chain with their message was "can you fix this on Monday? lemme know if you need anything." So immediately there are several things that annoy me.
But hey, I'm a good sport. Also we get these kind of lazy requests all the time. E-mails that say "HELP URGENT!" and nothing else, y'all know the routine. So anyway, Monday comes and I talk to the user and explain I am leaving a bit earlier that day since I've take the early shift. "OK he says, I'll swing by before then." Immediately, all my alarms go off. This guy is gonna swing by last minute and fuck up my afternoon isn't he... Yup.... Again, I swallow my pride and try to help the user. And as a cherry on top, turns out, its an external e-mail. So not only am I helping a former employee with the most basic task for a mobile device with no information, they also need help with something completely unrelated to our systems. Again, putting on my best support smile and ask some routine questions. Me: "Is it an outlook e-mail, a gmail or yahoo? What kind of e-mail account is it?" User: Don't know. Me: *screams internally* "I see. Well what information can you provide? Wee need some specifics to add the account you see." User: I have the e-mail address, my daughter help set it up. Me: OK great, maybe she has some additional information provided. Can you show me your correspondence about the e-mail? User: *Shows me.* Basically its an e-mail domain purchased by some third-party vendor I've never heard of and the user account that made the purchase but no account information for the current user so completely unrelated. Me: Huh, I see. Well just give me a minute. *Goes to the vendor, find their settings for IMAP/e-mail and add everything, all that's left is username and password.* Ok that should do it! What is your password to the e-mail? User: Do I need it? I am not sure how long I stared at them but I had this sensation of sinking for what felt like a five minutes of silence, probably just a few seconds thou.... I hope. Me: Yes, you will need the password for the e-mail to log in to the mailbox. User: Could it be X? Me: I am sorry but there is no way for us to know.... But you could maybe try and access it in a web GUI? How do you access the mailbox from your PC? User: I can access it from my PC? Me: Have you ever logged into the email? User: I think so. (WHAT DO YOU MEAAAAAAAAAAAAAAN?) Me (Finally losing my patience): Look, All you need to do when you get home is enter the correct password in here *shows them*. Unfortunately that's the best I can do. User: Ok, thank you **Me: ***Leaves, having achieved basically nothing that has anything to do with my job description* So in summary: I had no information about anything, trying to help a user who no longer works a my company with a completely external problem where I have zero tools to help them. And the user had no information to help themselves either so in the end my time was wasted and nothing was resolved. [link] [comments]  |
| how much support do you need? the cost of nines Posted: 13 Jul 2021 11:14 AM PDT At a previous job we had a fairly economical server infrastructure, many services running on older desktop machines with desktop type UPS units. Critical services were mirrored, DNS and LDAP for example. There was no line conditioning or fire suppression, not even sprinklers. The one thing we actually spent money on was an enterprise grade file server. When we purchased it the vendor offered several levels of support, 24X7, NBD, and none. We had upgraded from an older version of this unit and really liked the support offered, so we laid out the cost for the bosses. The 24x7 was pretty pricey, NBD cheaper, but if something happened on a Friday afternoon, it would Monday before we could get support unless we paid extra, and weekend support was "best effort". Everyone agreed loosing a weekend's worth of production could be lived with, we couldn't afford those extra "nines", so NBD was it. This worked perfectly well for many months, but of course all good things come to an end. I had been camping with my kids and was driving home on a Sunday. My co worker calls me and says he's been trying to check his email and can't access the mail server. He then tried accessing some other systems and can't reach anything in our server room, which also has our gateway network switch. Co worker is feeling sick, can I go in and check? I explain I can but I have to drop my kids off at home first, so it will be a couple of hours. He decides he'll go in and check. Calls me back me in about 45 minutes. Server room A/C has completely failed, the door knob to the server room was actually hot to the touch, what should he do? For weekends we contact the security folks, they can call in plumbers, or electricians, or the HVAC folks as required. Mean time he shuts everything down and props the door open, puts a fan in the doorway. I join him after I drop my kids off. HVAC guy is there, compressor on the A/C unit (we only have one for this room), will not turn on. Its Sunday afternoon, the Lead HVAC guy will look at it on Monday. In the mean time he brings over two portable units which we vent into the plenum, total jury rig but we get some cooling and are able to bring up a minimal number of services plus network switches. We have no idea how hot the room got, our "economy grade" server room is really biting us. Monday we get the main A/C unit fixed, room is at normal temperature and we return all services to normal. By some miracle, NONE of our servers has died. But we are scared. We don't know how long after end of business on Friday everything was stewing. We figure out our fancy file server actually has a high/low temperature sensor that will tell us how hot the air input temperature got. Its kind of tricky to get via a command line interface, but we find it. Temp reached 140 degrees F. Now we are really worried. Schedule a meeting with the bosses, we are on borrowed time, stuff is going to start failing way sooner than we would have expected. We are going to have to replace hardware, we should budget for an upgraded A/C unit, one with some redundancy. We will implement temperature and power monitoring right away (all stuff that people said was "too expensive"). Bosses say they will think about it. But everything is working now right? So we have time, right? Two weeks later our fancy file server fails. On a Friday. Completely. This thing has multiple power supplies, two controller modules with fail-over, and of course, disks are redundant. But the module that connects the two controller modules is a single point of failure, and it looks like its dead. We are on the phone for hours with the vendor, they are very good but they simply do not believe the connection module is bad. It never fails, they've never heard of it. They are trying to locate a spare but we can't get it until Monday at the earliest. We are flat down all weekend, no one can access their files, no email, our website is down. Monday we finally get the part in the afternoon and get it installed. No data loss, so that good. Big Boss calls us in, new project: find out how much it will cost to upgrade the service to 24x7, find out how much to upgrade the A/C unit. Come up with the plan to improve uptime across the board. Suddenly all the stuff that was too expensive is now possible. What I really learned from the entire episode was that folks don't really know how much uptime they need, until they actually experience an extended outage. [link] [comments]  |
| Posted: 13 Jul 2021 08:06 PM PDT The personal cell post reminded me about this one thought you might get a laugh out of it. I work for a communications company and I'm one of the few on my team who has a personal phone. My friends and family know I'm not customer facing so usually Im only able to direct them to the call center, sometimes (rarely) with helpful advice on how to get where they needed in the phone system. Cue end of 2020, I get a call on the personal about 3am Wednesday morning... I look at the number see it's one of my friends calling. Thinking something bad has happened to my friend I answer the phone. It was my friend.... my very drunk friend. Me: hello? VDF: everythings down (I could barely understand him between my 3/4ths asleed mind and his level of drunkenness) Me: what? Vdf: dude your networks down Me: huh? Vdf: I can't watch anything (said at almost full roar as if yelling would clear things up ) Me: dude I can't do anything about TV just go to sleep Vdf: I can't... Common man just do something... The internet is down. (this shifts my mind into gear for at least a moment) Me: hold on On my phone, I quickly navigate to Facebook do a quick Google search, pull up the weather site, it's all working. Me: internet works for me Vdf: but I can't watch any videos (said in a near whisper) At this point I should have seen where this was going, but my tiredness had already shifted my mind back out of gear I make a couple hold on noises as I Pull up first video I see on YouTube, it's working Me: YouTubes working, it's probably just that website, seriously man I gotta get some sleep. Vdf: but it's been like this for 2 days. again cried out at full roar, my mind was trying to figure out how he hadn't woken up his whole house yet, my wife clearly stirred by the noises coming out of my side of the bed gives me the who is going to die look. Me: don't know what to tell you... what website is it. As soon as the words left my mouth, the alarms start going off in my head. I knew I was going to forever regret asking. And that fellow techies, is how I learned of the great PH purge of 2020. *edited for formatting from my phone. [link] [comments]  |
| mitel phone system glitch gives me a chuckle Posted: 14 Jul 2021 01:24 AM PDT we got a mitel phone system mid last year, and it's caused no end of problems. most of them are tearyourhairout frustrating, but this one wasn't so bad. for some reason the system decides to assign my name to phone calls, even when i'm not involved. it has led to lots of confusion as the user picks up expecting to speak to me and it's not me. there were two recent instances of this with the finance director and accounts manager, both of which i'm on good terms with. the accounts manager answered with 'yo' and the finance director answered with 'whaddya want, phoenix?', only to find they were talking to the senior partner. they both asked why this was happening, and all i could say was 'mitel is shit'. their main complaint though was that they didn't want to speak to the senior partner and only answered cos they thought it was me! [link] [comments]  |
| The time I would have gotten fired if I hadn't already resigned Posted: 13 Jul 2021 02:45 PM PDT This is a long one filled with a user being an annoying person and me being petty as hell. So at my last job, I gave a two month notice because my old boss retired, senior tech got promoted and let the power go to his head. About three weeks from my last day, some fun started with an always problem employee. For context, when the employee (who lives in the midwest USA) started, he was given essentially a dumb terminal with decent specs, windows 10, and a vpn to connect to a tower in the building using remote desktop. Towards the end of my tenure there, we started standardizing the equipment that the company used and encrypting drives. This meant we had to send him another work from home terminal with all the changes, standardization, and encryption. It had a slower processor but was more than enough for what it had to do. This user was always causing trouble, complaining, berating our IT staff, to the point we had to get HR involved. If anyone wants more stories about this guy, I'm more than happy to share. About 90% are involving him complaining about lag that was either self inflicted or something we couldnt fix. I sent him the new computer with a letter inside requesting he send back the old computer once he receives and sets up this new one. I also asked that he email us the tracking number for his old tower. I got an email from UPS a few days after shipping it that it was delivered. I give him two days, and havent heard from him. I shoot an email over requesting he send us back the old computer. Me: Hello [user], I am aware that you received your replacement computer a couple days ago. Please get the new one set up and return the old one to us at your earliest convenience. Thank you, HangmanMatt User: Hello. I have received the tower you sent however I'm confused. I googled the specs on it and they're significantly worse than my current computer. Why did you send me this? Me: I'm sorry? The specs dont exactly matter. It's only purpose is to connect to a vpn and then remote desktop. It doesnt need a powerful processor. We've also already distributed about 50 of these computers and havent gotten any complaints. This is our new standard. Please get it hooked up and mail us back the old one at your earliest convenience. A few hours go by and I get a call from him. User: i set up the new computer, my password isnt working. Me: The password is in the paperwork in the box. User: why did you change my password? Me: we didnt change it. This is a new machine, it's our temp password. Set it to whatever you like. User: ok, I'm in. Did my vpn get moved? Me: your vpn is there. Same method to connect as before. User: ok. I'll call you if I have issues. The user hangs up and I think this is the end, but far from it. Another day or two passes and still no tracking number from the user. I send another email requesting he send the old computer back. A few more days go by. I check TeamViewer because something tells me somethings up. Sure as shit, he is using his old computer. At this point, I'm annoyed. two years of dealing with him and the fact im gone in two weeks took over. I sent one last email. "Hello user, I noticed you plugged youre old computer back in and are using it instead of your new one. I have requested that you send back the old tower multiple times and you have failed to follow my instructions. Since you are going to continue using your old computer and I am aware the new one is functional, I will be terminating your old vpn connection in 30 minutes. This will render your old tower useless. Please send the old tower back to us at your earliest convenience so it can be repurposed. Thank you, HangmanMatt" I set a timer on my phone for 30 minutes. At the end of it, I checked that he was still using his old computer, checked that he saw my email (he read it and disregarded it), then terminated his vpn while he was still working. About two hours later I get an email from him asking who my supervisor was, I deleted it. About 20 minutes after that, my bosses phone rings. I wonder who that could be? This is the conversation as I heard it. Boss: "Hello user... yes... uh huh... ok... is the new tower working?... ok... yes... well, hes leaving soon anyways... yes... ok... alright, I'll talk to him... goodbye. sigh Matt, please come in here... Why did you kill user's vpn while he was working?" I proceed to explain that I asked multiple times both in email and over the phone that he return his old tower once the new one worked. It worked, I confirmed it did yet he unplugged it and set the old one back up. I have dealt with this asshole for two years and I'm done with his shit. I sent him a warning which he read and disregarded. So now his old vpn is gone. Boss: "I understand why you did what you did and I agree that you did the right thing however you should have talked to me first. Now hes pissed, I'm in hot water, and user is demanding I give you disciplinary action." Me: What are you gonna do, fire me? I can call my new job and tell them I can start earlier. Boss: "No, you're leaving in a week and a half. Just please keep your frustration with users and me under control. I'll deal with him from now on and we will just call this a verbal warning." Looking back on it, I could have probably gotten away with more petty shit if I really wanted but didnt want to leave a category 5 shitstorm in my wake as I left because there were people I liked who would have had to clean it up. Now I work with way more chill people and am making about $20k more. [link] [comments]  |
| Posted: 13 Jul 2021 11:26 AM PDT Ok, so this is my first post here and one of the few posts I've made on Reddit. Just wanted to share this story. I get a ticket from a client stating that he cannot access his emails. He said he could access them last Thursday, but has not received any new emails since Thursday. I say ok, no issue, can I connect to your PC? He says sure. I ask him to open his "web browser". He says, "What?" To which I reply "Google Chrome or Microsoft Edge, whichever you prefer." He again asks "What?" I say, "When you look something up on the internet, can I get you to go there?" He says, "I'm going to go get some help. I don't know what you're asking." Internally I'm screaming PLEASEEEEEEE!!! He brings in a coworker and she is able to open a browser so I can connect to the PC. I remote in and am looking at his Outlook and it is asking for his password. I ask him to enter it, and he's like, "A password? I don't know any password." At this point, I'm debating how he is able to use his computer at all. I ask him, "When you get into work in the morning, what password do you enter to log in?" He's like, "OHHHHH, (tells me his password)." I enter what he told me, but it was invalid. I ask him, "Are you sure that's the correct password?" He says, "Yes! I use it every day. (There's a pause.) Wait it said it expired last week and my coworker changed it to (new password)." I enter that password and it authenticates him and loads his email. I am like, "There you go sir, anything else I can help you with?" He says, "No. Thank you." I hang up and just laugh. I've been working in the IT field for about 2 months now since I got out of the service and stuff like this just cracks me up. Thought I'd share for others to get a good laugh. [link] [comments]  |
| Fast, cheap, reliable – choose two. Posted: 14 Jul 2021 03:31 AM PDT Here's a story from not that long ago: our CTO signed a contract with this company to deliver us some software-hardware solution for our wireless network along with upgrading all of the wireless hardware in the building. It was supposed to be a gradual process of interchanging APs and introducing new hardware as we go along. And so it was until one moment when someone from upper management got upset about techies being constantly on the floor for the second day in a row. He talked to the CTO and we were told to try and hurry up the process. If the fact that our operation had to take time in order to not disrupt anything wasn't enough of a reason to give us that time, then the fact we were also dealing with new hardware and configuring it on the go had to be THE reason to give us time. Alas, no one really listened. Long story short, we tried our best to finish everything in one day by just blasting through the place without paying too much attention to detail. Next day we start getting drop-outs and problems at some people's workplaces. An interlude: Our staff uses company-provided laptops as their main machines (LG grams…don't ask, they were chosen because they are light) because we have a mixed work schedule (three days in the office, two days at home), obviously not everyone's at work at the same time but it still creates a precedent for a very sensitive wireless environment. We can't let it be interrupted. I long since talked to management about buying laptops with dedicated LAN ports to not bother people with type-C dongles but it lead nowhere. Okay, back to the business at hand: well, what do I know, we misconfigured several APs while trying to just go fast. Turns out we used wrong configuration on several APs. It was a more strict config for some departments that don't have access to certain parts of our internal network. Guys just went from one department to the next without checking. In the end we still were the ones to blame for not doing our job properly, who would have thought! The whole thing turned out to be not so fast, not so reliable and absolutely not cheap. It's a bit of a clusterfuck this place. If anyone wants to see what "new hardware" we were setting up, here, get a laugh: https://wyebot.com/. [link] [comments]  |
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