Technical Support for Internet Service Provider

- Background in Electrical Engineering

A woman called with an error message, "modem failed certification". The worklog showed she called 5 times before but same error message still persisted. She did not want me to fix it and requested to speak to the supervisor. I told her that the supervisor can't fix that problem and to give me a chance. I mentioned to her that my name is "Mohamed" and if I can't fixed it, then changed my name .Oh yeah! she shouted and called her daughter Joan, to search for a new name for Mohamed.

I instructed her on the phone, to start the "automatic detection" but this produced the same error message stated above. My heart started to beat fast.

I instructed her again to start the "manual detection" and to select a modem from modem database of my choice. The new message was " your modem was successfully certified"

She was pleased and restarted the computer

The modem, which I instructed her to select was not in the training manual nor the ISP's Solution data base at that time

Another person called with an error message, "Your computer is disconnected from the World Wide Web,try again later". This member called in numerous times, but the same error message still persisted so his case was sent to higher level. His worklog was huge and that made me scared. I was trying to transfer him back to the higher level technicians but he begged me, not to.

I instructed him to delete the software and re-installed it to my instructions. Trying to connect to the internet as he had 2 phone lines. The same error message pops up. Higher level technicians, even did some extraction & re-installation of TCP. All possible data base Solutions were applied but the same error still persisted.

I instructed him to go “access number" setup and removed the local access numbers. Then I got him to select 2 long distance numbers just for testing. He tried again to access the Internet and it worked! It was the Phone Company’s problem.

I asked him to please tell the higher level technicians that I fixed the problem. Case number was forwarded to my supervisor.