When Internet and email ground to a halt yesterday, my ISP told me I had a “time out” error, which sounds to me like a misbehaving three-year-old. I was told A) it would require a ticket; B) if someone had to come to the house would I prefer mornings or afternoons?; and C) it should be repaired by sometime Tuesday (this was on Saturday afternoon).
A few hours later, with me having done a grand total of absolutely nothing toward solving the problem, everything started working again. I attributed it to Scott holding his mouth right, which was the only conceivable logical explanation.
It worked for two hours and then quit again, but this time with a different set of error messages. By then it was late and I was tired, so I decided to go to sleep and hope that it would somehow work in the morning.
It didn’t.
Not only was there no email and no internet, this time my filter wouldn’t work (it had the day before when everything was down), and it gave me a serious message of doom.
Knowing that without the filter I wouldn’t be able to go online even if my ISP problems were solved, I chose to first call the filter folks. They don’t have a toll-free number, but I also didn’t want to have them call back, because we’d be leaving for church in 45 minutes. So I held. And held. And. Held. I decided that at 20 minutes I would hang up, even if they hadn’t gotten to me. While I was holding, the following conversations occurred at fairly high volume.
Jo – Mom, do you have any more pairs of green socks I can buy?
P – Maybe
A – MOM!!! I don’t have any black pants!!!
P – True. Wear what you have.
Cell phone on shoulder causing neck-ache – “Thank you for continuing to hold. Your call is very important to . . . “
A – But, MOM!!!
P – I don’t care
Cell phone on shoulder causing neck-ache – “. . . leave a number for a service technician to return your call in the order it. . .”
Jo – Where?
P – Go in the playroom, straight ahead in that cabinet, and behind the door on the right there’s a box marked, “sell to Jo.”
Jo – I looked there and I sure didn’t see any!
Cell phone on shoulder causing neck-ache – “. . . continue to hold.”
P – Well, either I have some or I don’t.
A – Mom, can you. . .
P – I am not ironing anything. Wear a nice pair of jeans. It will be fine.
A – But MOM!! (he bursts into tears)
Cell phone on shoulder causing neck-ache – “. . . call is very important to us. All our service technicians are busy assisting other important customers like you. . . “
And so it went until suddenly I realized the voice in my aching ear was saying something different. “. . . leave your name, number and a brief description of the problem, and we will return your call in the order it was received.” Great. It had been nineteen minutes and they weren’t even going to give me the option of holding for one more. We were leaving in 20 minutes, who knew which kids were dressed and/or had brushed their teeth, and I hadn’t eaten yet.
I hung up.
I decided to try the ISP before leaving. Maybe there was something evil going on besides the time-out error; something they would need to know about before there serviceman showed up at my door on Tuesday. After holding less than a minute – after all CenturyTel has billboards in our area advertising their “award-winning customer service” – I got to talk with Beth, who was indeed very friendly and helpful. We reviewed the error message situation, and I explained that the day before, I had been told that my “time-out” error would be fixed by Tuesday, but that it had started working Saturday night and then quit again.
We went through all the by-now usual stuff. Enter odd IP address into address bar. No, we can’t get online. Power cycle all the equipment. Netopia. Which re-set button? Oh, that little red thing? I never saw that before. What do I do, push it. . . ? Oh, with the tip of a pen or something. Yeah. For five seconds. Oh. it’s going red now. Ok… Yes, the DSL light is solid green. No, not straight into the computer because we have a network. Golly, Beth, I don’t think that wire will stretch that far. Just a sec.
P – JOSIAH!!!! Come here and plug the output of the modem straight into the computer.
Jo – I don’t think it will reach that far.
P – duh! That’s why I called YOU, handsome! Here. We can balance the modem on the side of the trash can.
P – Just a minute, Beth, we’re re-arranging the furniture. . .
A – Mom, do I hafftuh wear. . .?
P – Yes, and we leave in ten minutes. Did you take your Amoxicillin? And go brush!
K- Ummm. . . Mom?
P – JO!! Don’t drop the…
A- yes, I took it.
P – Great. Katie, I’m trying to get the internet working. If I’m still on the phone in ten minutes, you’ll have to go on and drive yourself. I’ll pay the gas.
Jo – OK
P - So you ran the yellow wire into the back of the computer?
Jo - Yes, Mom.
P – But what about the wire you took out? How will you know which hole to. . .
And on it went, but eventually, I got online! What a wonderful thing. Email even worked, which was a nice added bonus. Then Beth had me turn the modem off again, this time just with the power switch, and turn it back on. Back online, I was to click “bridge set-up” (which makes me think of Two No Trump) and go through some more gyrations in order to “bridge the modem,” which really means, “if Scott’s really holding his mouth right, you will be able to plug the router back in and still get online.”
So we did, but we couldn’t, and my new good friend, Beth, gave me the number for Netgear (the router company). I would need to call them and tell them what we have done (?!?!?) and that the modem was bridged, but the router might need to be re-configured and the setting should be PPPOE.
Thank you, Beth.
Off to church and home again, and I went straight to my desk to call Netgear. They have some REALLY wanging music-on-hold, and I had to listen to it for about five minutes – which seemed like twelve. Finally a guy with an accent (“Peter? Stephen?” I couldn’t tell for sure what he said his name was and I was embarrassed to ask him to repeat it.) came on and asked how he could provide me with excellent service today. I quickly came up with some really witty things to say, but decided to play it straight.
I told him about the Saturday “time-out” error and how it fixed itself three days early but only for a few hours. I told him I wondered if it was the filter, but that I couldn’t get through to them to find out, and so called back the ISP. I told him that Beth said the modem was bridged and that the router needed some PPPOE, but that when we used the router I couldn’t get online, although I could when we went straight to from the modem to the computer.
Stephen/Peter had me type that same IP address into my address bar, and it didn’t work any better for him than it had for Beth, but I didn’t tell him that; him being a guy and all. Then we went back to that DOS thing where they always have you type cmd/enter to get to that other black screen with all that blurb on it. Now, I actually know that screen pretty well, because I always have to go there to fix Rosetta Stone when our dynamic IP changes. But for Rosetta, I type ipconfig/all, and for Peter/Stephen I only typed ipconfig.
Well! Up came some REALLY odd IP address, and from there he told me what to do to get online. However, after several tries he deduced that the filter was blocking it. He told me to disconnect the filter, but I don’t know how to do that. He asked if there were any computers on the network that were not using the filter, and there is one – Katie’s.
Up I trundled to the third floor, shoved aside a pile of research material on her desk, and we tried to get back to where I had been on my machine. We had almost gotten there when I bumped something with my shoulder than hung up Peter/Stephen. I could have cried.
I dialed back to Netgear, and thankfully – because I had a significant headache by that point – their music on hold was not quite so wanging. This time I waited about seven minutes and got a different tech support person, #2496, another man whose name I could not follow at all, and who DEFINITELY lives in India, Pakistan, Bangledesh, or Bhutan. His accent was extremely hard for me to understand and he talked very fast, just to make it a little more challenging.
I told him about Saturday’s time-out errors, the ISP not working then working then not working, my lovely conversation with Beth, the fact that I could go online direct from the modem to the computer, but not through the router, Beth’s recommendation that the router be reconfigured and given a healthy dose of PPPOE, and how far Stephen/Peter and I had gotten on that process before I so rudely disconnected him.
#2496 repeated an incredible string of (English?) verbage back to me at a high rate of speed and said, “does that describe your problem?” I don’t know if it did or not, but I said, “sure.”
He took me to a lot of places I had been before, but at a certain point needed me to give him the IP for the modem. For crying out loud! Do YOU know the IP for YOUR modem? Well, the modem is on the windowsill in our office, so I flew back down to the second floor and back to my own (filtered) computer. Then #2496 had the audacity to tell me – quite rapidly – that we needed to go straight from the modem to the computer to get the modem’s IP. Sheesh.
“JOSIAH! Come in here with a good attitude and run this yellow wire from the modem straight into the computer – again.”
His attitude wasn’t so good, but he once again scooted the computer out, climbed behind it and shoved the yellow wire into some hole back there. With the info thus obtained, I was armed and dangerous again, so back up to the unfiltered 3rd floor computer I huffed. When I plopped into Katie’s desk chair, probbaly breathing heavily #2496 said – in .75 seconds flat – “Ah. I am making you work too hard, eh?”
Actually no. I’m just overweight and out of shape. Now, where were we? More screens, more buttons, more numbers dot number dot number number dot number, and suddenly, voila, I’m online on Katie’s computer! Yay! But wait. That is not enough for #2496. Now he wants to set the wireless one, despite the fact that that computer isn’t even on the network today. So we click through a bunch of things and change an 11 to a 6. I have no idea why.
Then it’s back down to the second floor to my own computer, but this time we need Josiah to put it back through the router, which he does, and lo and behold, I’m online on my own machine. I do have Excedrin Pounding Headache #607, but I am online, and for that, I am grateful.
#2496 now asks me how his service was and I am candid: “Your technical ability to understand, diagnose, and solve my problem is excellent, but because I am not familiar with your accent, it is very difficult for me to understand you.” He was gracious and slung another half page of text into my ear in a mere 3.08 seconds, said he’d send me an email form about this customer service call, and wished me a nice day.
That was five hours ago, and if Scott is still holding his mouth right, I will be able to click “Publish” and put this baby online.