So I get this call at work today from a guy who cant connect.. right, I get 30 of these a day no biggy.
He says his modem is online but the computer wont get webpages... Usually the first thing I check is if the computer has grabbed an ip address. I can do this remotly via some tools we have at work, but in order to run the check I need a serial number which is in the database.
I check the serial# in our database... There is no serial number listed for this customers modem.
I ask the customer to look at the back of the modem and read the serial number.... He lists off a string of letters (it was actually the mac address for you techie types)
I say "no I need a serial number, there are no letters in it, and its 12 digits long" so he looks around the modem but cant find it. Fine, there is a second sticker that says the # under the stand that can be detached.
I tell him to take off the stand and check for the serial# under there. He rumages around for 2 or 3 minutes as I try and explain how to take off the stand. he says "Im an engineer and I don't nomrally have problems with this, I'll be right back"
So he comes back but hasnt picked up the phone. I can hear the sound of snapping plastic and hammering. "Sweet Jesus !" Im thinking.
So he gets back on the phone and says "ok I got the back part off but not the front part, and the back part is sort of broken"
I say "what ? you're trying to take off the stand right ? not the case" he says "there is no stand, im trying to take off the case"
"sir what colour is the modem ?" "white, it says 3com ADSL modem"
"Sir, that isnt our modem, that's telus's modem" "I know, I havent payed shaw in 6 months, Im with telus"
"ok well you need to call telus, I cant help you because we have no control over their systems"
So now he has to call telus with a broken adsl router ! hehe