Communication Breakdown

One day, I got a call regarding a problem about why he can’t access the office internet. I asked what’s wrong and he told me that he had forgotten the password. And the reply was his smartphone cannot connect the internet without the password. So I presume it is that the wifi password? He said yes.

Okay so meaning smartphone cannot access internet without password. Meaning I have to access the wireless modem router, for him to get back or maybe change the wifi password. Then I got him to go to his desktop computer and open up a browser to type in the wireless router address. He replied, he had no idea but have Microsoft Outlook on the screen now. I explained that the browser can be Internet Explorer, Mozilla Firefox or Google Chrome, where you double click on it, it will open up for you to go on the internet to search for things. As to access the wireless modem router, please click start button. On top of it will have a box saying search programs and files.

Please type in “cmd” and a little black box will appear. Then type at the blinking cursor “ipconfig”. There will be 3 row of numbers, please look at the default gateway number and write it down on a piece of paper.

He got to the Internet Explorer and typed in to the place where normally he would type the www and instead of the www just type 192.***.*.* number into it and press enter. Anything on the screen I asked? He replied a login in screen. Now, time to type the username and password, and again he said I have no idea. Alright I then tried to guide him with some default username and password and finally got into the wireless modem router.

Now please look on the left panel and look for something that says wireless setup. He got to wireless setting, and clicked it. Now look for manual wireless setting, I said. Okay, got it, he said and I guided him to look for passphrase, this is where the password is keyed in. The password is all ******* and can’t be read, he said. Then please key in a new password, as he did that, I explained the importance of writing down all the settings process that we went through. Right, when we are all done, please press save and then logout.

After all the process, he said, still can’t “GO ON INTERNET – NEED PASSWORD”. I was confused why the internet need password and asked him whether the smartphone was connected and he said yes. Please go to the desktop computer and open the Internet Explorer and see if there is a search bar. He then type in on the search bar and results came out. Next please do the same for the smartphone browser and he replied he did the same and typed to search and result came back okay. Everything look fine to me I said, what’s with the NO PASSWORD?

Want to read something funny!!

He then explained to me slowly, that when he opened the Microsoft Outlook, he could check his mail. And when he tried to open the browser on his smartphone to check his mail, it asks to key in the password and he doesn’t have the password. That is why he says, can’t internet and need password. (I am guessing that someone helped him set the default browser page to his webmail web address and as there is no password saved, he would not be able to login to webmail account).

I was thinking of whether to CRY or to LAUGH. I finally laughed out loud!!!

I explain to him that there is nothing wrong with the internet and the password needed, has got nothing to do with the modem. What he had to do now, is either to call the company that does the hosting for his company, or refer back to their email, regarding the hosting setting procedures. Hosting is where you subscribe or rent a place for your company web design profile and products to be shown on the internet and normally the package comes along with mail. Then he goes OOOOHHHHH!! He apologized and will call the hosting center, call ends.

Time spent, 13 minutes 25 seconds. Lesson learned, INVALUABLE.

Why? Never ASSUME and always listen carefully for keywords.

He said can’t go on internet, no password and I’m on Microsoft Outlook now.

Have a good day.