Current Events > *Gets pulled into a troubleshooting call where they're blaming the network*

(+) Yeah! (+)

*They're sure it's a problem with the network*

*I identify a specific problem on their device and they fix it*

https://gamefaqs.gamespot.com/a/user_image/5/4/3/AABjoOAADObn.png

It had a physical wifi switch and it was off?

Laserion posted...

It had a physical wifi switch and it was off?

Wrong subnet mask

Did they apologize for being idiots?

[LFAQs-redacted-quote]


In this situation, I typically like to use the network as a troubleshooting tool. That way I can see how the devices are behaving from a network standpoint without even logging into their devices.

What I did:

1. Set up a traffic sniffer on the firewall
2. Watch it as they try to ping from device1 in subnet A to device2 in subnet B

What I saw:

1. ICMP echo request coming from device1
2. Repeated ARP requests coming from device2 for the IP of device1

Relevant networking rules:

1. ARP requests are broadcasts and by default will never leave the subnet they're in.
2. If device2 is in a different subnet than device1 and it is sending ARP requests for device1's IP, then device2 thinks device1 is in the same subnet.

With the correct settings, device2 should send an ARP request for the gateway IP on its own subnet instead.

What_ posted...

Did they apologize for being idiots?

Nah, we typically don't make a big deal out of it, at least on the call. In our own team chat, we're roasting them, though.

That's good but what about when I get someone who assures me its my equipment because I opted to use my own modem for my gig download because the one they provide is 3.0 and whatever i dont even remember. And then it turns out it's actually their awful network and this happens over and over and over, do you think they should just refund me a considerable amount more than 15 dollars? I pay for a service.

Very_Unreliable posted...

That's good but what about when I get someone who assures me its my equipment because I opted to use my own modem for my gig download because the one they provide is 3.0 and whatever i dont even remember. And then it turns out it's actually their awful network and this happens over and over and over, do you think they should just refund me a considerable amount more than 15 dollars? I pay for a service.

Getting support from ISPs is freaking awful. It would depend on the service contract, but I would definitely record:

1. When you started reporting the problem
2. When they realized the problem was on their end
3. When the problem was actually fixed

And then call their customer service line, give them that info, and ask for a credit.