Author Topic: The Tech's Nightmare - Self Aware PC's  (Read 5913 times)

Offline Zeus

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The Tech's Nightmare - Self Aware PC's
« on: June 20, 2004, 09:24:25 PM »
I've also posted a bit of a humous look at a Computer Tech's nightmare. . . Virus Infested PC's bent on revenge.  I hope it brings some levity to your sometimes frusterating life, and also makes you aware of a potential future threat.

Read up here, or simply enjoy the clip:

Here's where the fear starts. About two months ago, I got a call from the School saying that the office was full of virus' and Xerox was coming to install a network-based office machine. Could I have it all done by tomorrow morning? Sure, I work full time, but I thought what the hey, they need some help.

Please post any comments you have here. . . or share your stories. . .
« Last Edit: June 20, 2004, 09:26:31 PM by Zeus »

Offline LobbDogg

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Re: The Tech's Nightmare - Self Aware PC's
« Reply #1 on: June 21, 2004, 06:05:11 AM »
LOL, wow did I ever enjoy that one.  I can relate so much to that story.  Actually that story almost pin points my job dead on.  I work for a company in Southern Alberta that supports libraries in lots of different towns in Southern Alberta.  Most of these libraries have a 56K ISDN line usually being shared by 5 or more computers.  Good news is, there isn't that many computers left out in the system that are older than Pentium 3s.  But most of the computers that are in the system take forever to get any kind of downloads off the net so of course Windows is not kept up to date, nor is the Antivirus.  The only thing keeping my sanity is that they use an ISDN line and connect directly to our office in Lethbridge, we have control over the server and we have a firewall in place to keep the peace.  If people want to keep themselves trouble free, it does take work to make sure all the proper security measures are in place.

Good Article Zeus  ;)
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Offline MegaHz

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Re: The Tech's Nightmare - Self Aware PC's
« Reply #2 on: June 21, 2004, 06:55:39 AM »
today I'm going to take a look at what the average american's problems are with the internet, stay tuned for my call notes from today. nice article tho zeus, thats definatly a gooder


ok, here we are, my notes up until lunch so far


A day in the life of Internet Tech Support
(at least the call notes from that day)

call times are recorded at the end of a call, not the begining


some of the lingo to be used in the notes:


truckroll : send a tech out to the house

tts # : just a referance number for the call

ulite : an escalation form I fill out to get to tier 2 techs, they call the subscribber back

b/s or blocksync : are the lights on the cablemodem saying the modem is connected to the server?

p/c or powercycle : unplug the power to the modem for 30 seconds

NP disco : non pay disco, sub has not made a payment for 60 days and the internet was cut off

CHN : Comcast Home Networking service



---------------------------

CVGLTH JAY 40197 0906MST
CALLER: JOHN
ISSUE: NO INET
- BS: NO
- P/C: MDM
- BS: YES
- CAN SURF
- SUB COMPLAINED OF BROWSER HIJACKS AS WELL AS OTHER SPYWARE ISSUES. EXPLAINED SPYWARE TO SUB.


CVGLTH JAY 40197 0915MST
CALLER: STEPHANIE
ISSUE: NO INET
- P/C: MDM
- BS: YES
- NP DISCO
- SUB WILL CALL BACK

CVGLTH JAY 40197 0932MST
CALLER: SHERRI
ISSUE: NO INET
- SUB IS CHN
- P/C: GATEWAY, PC
- SIGNAL STRENGTH EXCELLENT ON RESTART
- IE ERROR : CAN NOT FIND SERVER
- CAN PING SUBS GATEWAY
- SUBS IP IS 192.168.0.10, VALID
- UNABLE TO FINISH TROUBLESHOOTING, "THE SYSTEM IS DOWN"

---------------------------
0925MST : ALL TOOLS JUST CRASHED, EVERYTHING IS INTERNET BASED, AND I RAN A SPEEDTEST: 45.1 kilobits per second AT BANDWIDTHPLACE, NOW WE KEEP ANSWERING CALLS WITHOUT DIAGNOSTIC TOOLS
---------------------------

CVGLTH JAY 40197 0953MST
CALLER: GLORIA
- WANTS TO DISCONECT SERVICE
- NO TOOLS AVAILABLE
- SUB WILL CALL BACK


CVGLTH JAY 40197 0955MST
CALLER: PATTY
- MISSED APPNTMENT IN SATERDAY
- UNABLE TO SCHEDULE TRUCK, NO TOOLS
- SUB WILL CALL BACK


CVGLTH JAY 40197 1000MST
CALLER: LAURA
- CHN INQUIRY
- PROVIDED INFO ABOUT OUR HOME NETWORKING SERVICE
- SUB WILL SCHEDULE INSTALL APPNTMENT WITH SALES

« Last Edit: June 21, 2004, 10:45:25 AM by SoltoN »

Offline MegaHz

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Re: The Tech's Nightmare - Self Aware PC's
« Reply #3 on: June 21, 2004, 10:46:10 AM »

CVGLTH JAY 40197 1007MST
CALLER: MR BAZOWSKI
ISSUE: NO INET
- JUST DID A SYSTEM RESTORE, NOW CAN NOT GET ONLINE
- DOES NOT KNOW HOW THE MODEM HOOKS TO THE COMPUTER
- DETERMINED USING ETHERNET CABLE
- SUB RUNNING WIN 95, NOT SUPPORTED
- REFERED TO MICROSOFT TO INSTALL NIC DRIVERS
 

CVGLTH JAY 40197 1013MST
CALLER: ROB
- SUB RECEIVED CALL THAT HIS TRUCK WAS CANCELED DUE TO OUTAGE
- PROBLEM STILL PERSISTS
- NO TOOLS TO CHECK IF HIS APPNTMENT STILL SCHEDULED
- SUB WILL CALL BACK


CVGLTH JAY 40197 1032MST
CALLER: SAM
ISSUE: NO INET
OS: WINME
- BS: YES
- SUB HAS VALID IP
- CAN NOT SURF BY NAMESERVER
- CAN NOT SURF BY IP
- CAN PING GOOGLE.COM BY NAMESERVER
- SUB USING IE 5.5, PERFOMED BROWSER CLEANUP
- INFORMED SUB TO GET AHOLD OF IE6 AND INSTALL
- PROVIDED MICROSOFTS PHONE # IF THAT FAILS


---------------------------
Break
---------------------------

CVGLTH JAY 40197 1056MST
CALLER: STEVEN
- CAN NOT COMPLETE REGISTRATION, SAS R5 UNAVAILABLE
- INFOMRED TO TRY AGAIN IN APROX 1 HR
- SUB WILL CALL BACK


CVGLTH JAY 40197 1102MST
CALLER: RYAN
- WANTED TO KNOW HOW TO GET A YAHOO EMAIL ACCOUNT
- REFERED TO YAHOO
- WANTED TO KNOW HOW TO GET TO GAMES ON THE INTERNET
- REFERED TO COMCAST.NET


CVGLTH JAY 40197 1106MST
CALLER: THERESA
- SUB WAS HARD DISCO'D
- WANTS TO KNOW IF A TECH HAS BEEN OUT
- TOOLS STILL DOWN
- SUB WILL CALL BACK


CVGLTH JAY 40197 1112MST
CALLER: MATHEW
ISSUE: SLOW INET
- CONN DROPS 10-12 TIMES A DAY
- IF POWERCYCLE THE ROUTER EVERYTHING COMES BACK
- INFORMED TO BUY A NEW ROUTER FROM BEST BUY, SEE IF PROBLEM CONTINIES, IF IT DOES, RETURN ROUTER AND WE WILL SCHEDULE A TECH.
- SUB WILL CALL BACK


CVGLTH JAY 40197 1127MST
CALLER: TRACY
ISSUE: NO INET
- HAS NOT HAD INTERNET FOR 2 WEEKS, WANTS A TECH TO COME OUT to fix it
- "ONE OF THE CABLES ON THE MOTHERBOARD IS OUT"
- INFORMED SUB TO RESTART THE COMP AND TRY THE INTERNET
- SUB IN CONVINVED THAT THE NETWORK CABLE UNPLUGED IS NOT THE PROBLEM
- SUB COMPLAINING THAT OUR SERVICE IN NOT HIGH SPEED, IT TAKES FOREVER TO START UP (windows)
- DPCROXY TIMED OUT ERROR ON STARTUP??
- SPYWARE ISSUES, SUB BOUGHT "SPYSCAN", DID NOT KNOW THAT SHE HAD TO RUN IT, THOUGHT INSTALLING IT FIXED HER PROBLEMS.
- INFORMED TO RUN SCAN AND CALL BACK

CVGLTH JAY 40197 1130MST
CALLER: TOM
ISSUE: NO INET
- TRYING TO REGISTER
- SUB WILL CALL BACK LATER TO SEE IF OUR TOOLS ARE UP YET TO FINISH REGISTRATION


CVGLTH JAY 40197 1134MST
CALLER: WENDA
ISSUE: REG ISSUE
- SUB REQUEST REG CODE AND ACCOUNT NUMBER
- ALL TOOLS DOWN
- SUB WILL CALL BACK


---------------------------
1137MST ALL TOOLS COME BACK ONLINE
---------------------------


CVGLTH JAY 40197 1158MST
CALLER: DENISE
ISSUE: NO INET
OS: W2KPRO
- NO INTERNET FOR 2 DAYS
- CAN PING MODEM
- CAN NOT PING COMPUTER
- DISABLED FIREWALL SOFTWARE
- 169 IP, CHECK CABLE FROM MODEM TO COMPUTER, RESTART COMPUTER
- 169 IP
- REFERED TO COMPANY IT DEPATMENT, SUB IS NOT ADMIN ON COMPANY COMPUTER


CVGLTH JAY 40197 1207MST
CALLER: JOLITA
ISSUE: NO INET
- P/C: MDM, PC, RTR
- CAN SURF
- SUB HAPPY


CVGLTH JAY 40197 1211MST
CALLER: FRED
ISSUE: BILLING ISSUE
- WANTS TO KNOW WHY HE IS NOT RECEIVING HIGH DEF CHANNELS, AND WHY HE IS PAYING $113/MONTH
- REFERED TO VIDEO DEPARTMENT


CVGLTH JAY 40197 1219MST
CALLER: WILLIAM
ISSUE: EMAIL ISSUE
- EMAIL ACCOUNTS IN SUSPENDED STATUS SINCE NON PAY DISCO
- ACTIVATED EMAIL ACCNTS


CVGLTH JAY 40197 1226MST
CALLER: MATT
ISSUE: NO INET
- BS: NO
- P/C: MDM
- BS: NO
- SERVICE CALL FEE = YES
- 18+/ENG = YES
- TRUCKROLL
 TTS 017546776


---------------------------
1230MST LUNCH
---------------------------

Offline Seeker

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Re: The Tech's Nightmare - Self Aware PC's
« Reply #4 on: June 21, 2004, 06:09:07 PM »
all i can say is HAHAHAHA but at one time or another most ppl can say that they have done most of these right??
Remember kids, if you happen to find yourself upside down and on fire, you've just discovered the meaning of "too fast".

Offline MegaHz

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Re: The Tech's Nightmare - Self Aware PC's
« Reply #5 on: June 23, 2004, 06:17:17 AM »
That was the calls I took before lunch that day, I have the joy of talking ot people like that 40 hours a week. The real rason I posted this is to try to deter(sp?) anyone from working in a call center taking internet calls. Trust me, this is what you deal with 8 hours a day, 5 days a week, 52 weeks a year. if you do do this dont do it for under $17 /hour. (thats telus and shaw's starting wages), basicaly dont be stupid like me and work for $10/hr
« Last Edit: June 23, 2004, 06:23:35 AM by SoltoN »