you have been hired as tech support specialist for a new company.On your first day you have three customers call in needing support.how would you handle each customers situation

Question

1 coustomer:Jamal's computer is able to connect to the WIFI signal but there is no internet access.which device do you think might be causing the problem and why

2 customers: Felica's WIFI connection to her phone is extremely slow however her computer that is wired directly to the modem works really well might be causing problem and why?

3 customer: `Credence would like to set up a wireless DSL network for his home he would like to keep his landline working while he is online as well explain how he should go about setting up this network include all of the devices and cables that he need.

Answer 1

Certainly! Here’s how I would handle each customer's situation:

Customer 1: Jamal's Computer with Wi-Fi but No Internet Access

Situation: Jamal's computer can connect to Wi-Fi but does not have internet access.

Troubleshooting Steps:

1. Check the Router: Ask Jamal to confirm if other devices connected to the Wi-Fi network (like smartphones or tablets) also have internet access. If they do, the issue may be with Jamal's computer. If not, the router may be the problem.

2. IP Configuration: Instruct Jamal to check his computer’s IP configuration. Sometimes, it may be set to a static IP that doesn’t match the router’s settings. He should run the command prompt and enter ipconfig.

3. Forget and Reconnect: Suggest that Jamal forget the Wi-Fi network on his computer and then reconnect. This often resolves connectivity issues.

4. Router Restart: If the problem persists, recommend that he restart the router to refresh the connection.

5. DNS Settings: Additionally, if he is still facing issues, check if the DNS settings are set to automatic. Sometimes manually setting the DNS to Google’s (8.8.8.8 and 8.8.4.4) can help.

6. Network Troubleshooter: Finally, suggest using the built-in network troubleshooter on the computer, as it can identify and often fix common issues.

Customer 2: Felica's Slow Wi-Fi on Phone

Situation: Felica's Wi-Fi connection on her phone is extremely slow, but her computer wired directly to the modem works well.

Troubleshooting Steps:

1. Proximity to Router: Ask Felica about her phone’s distance from the router. Signal strength can significantly impact speeds, especially as physical obstructions can weaken the signal.

2. Network Congestion: Check if the Wi-Fi network is overloaded with too many devices connected at the same time, which can slow down the connection for everyone.

3. Bandwidth-Intensive Apps: Suggest that she close any apps on her phone that may be using a lot of bandwidth (like streaming apps).

4. Update Phone Software: Ensure her phone’s operating system and apps are updated as improvements can often fix performance issues.

5. Wi-Fi Channel: If there are multiple networks in the area, suggest switching the Wi-Fi channel on the router to reduce interference. Some routers automatically select the optimal channel, but sometimes manual intervention is necessary.

6. Factory Reset Router: As a last resort, if everything else fails, she might want to consider resetting the router to factory settings and then reconfiguring it.

Customer 3: Credence Setting Up a Wireless DSL Network

Situation: Credence wants to set up a wireless DSL network at home without interrupting his landline service.

Setup Instructions:

1. Required Devices:

   • DSL Modem: This connects to the phone line to receive DSL internet.
   • Wireless Router: This transmits the Wi-Fi signal within the home.
   • Ethernet Cable: For connecting the DSL modem to the wireless router.
   • Telephone Splitter (if needed): This allows the DSL signal to coexist with voice calls on the landline.

2. Setup Steps:

   • Connect the DSL Modem: First, he should plug the DSL modem into the phone line using the DSL filter/splitter (if needed). The filter prevents interference between voice and DSL signals.

   • Link Modem and Router: Use an Ethernet cable to connect the DSL modem to the WAN (or Internet) port of the wireless router.

   • Power Everything Up: Ensure that both the DSL modem and the wireless router are plugged into power outlets and turned on.

   • Access Router Configuration: Using a computer or smartphone, connect to the router via Wi-Fi or use an Ethernet cable. Access the configuration page (typically entering 192.168.1.1 or 192.168.0.1 in a web browser) to set up the wireless network name (SSID) and password.

   • Test the Connection: Once set up, have him connect a device to the newly established Wi-Fi network to check for internet access.

3. Final Confirmation: Explain that he should be able to use the internet while still having access to the landline phone, as the DSL connection allows for simultaneous use.

By guiding each customer through the process and offering clear and concise troubleshooting steps and setup instructions, I would ensure they feel supported and confident in resolving their issues.