A customer called and asked about her HP Compaq Presario CQ61 laptop wireless connection.
It was not able to connect to her wireless at home, but two days ago it was fine. At same place her iPad's wireless has been working without an issue.
She told me that she did not change any hardware or software configuration of the laptop.
And she called Telstra and got reply that:
- Recently Telstra upgraded the wireless from 1.0 to 3.0.
- She need to open the device manager and upgrade the laptop wireless driver.
- It could be done remotely but she needs someone who know what he/she is doing.
According to her description, I suggest that it should be checked on-site at her place, as her iPad has been working fine showing that the "upgrade" does change the wireless environment; The laptop probably will work fine here in our place as the network here does not have any "upgrade". I have to check her laptop's connection to her wireless, not any other wireless. This can only be done at her place.
But the customer insisted on bring it to our place. And at the first glance we found the hard wireless switch of the laptop was turned to OFF.
This teaches me that a customer's description is not always reliable.
It was not able to connect to her wireless at home, but two days ago it was fine. At same place her iPad's wireless has been working without an issue.
She told me that she did not change any hardware or software configuration of the laptop.
And she called Telstra and got reply that:
- Recently Telstra upgraded the wireless from 1.0 to 3.0.
- She need to open the device manager and upgrade the laptop wireless driver.
- It could be done remotely but she needs someone who know what he/she is doing.
According to her description, I suggest that it should be checked on-site at her place, as her iPad has been working fine showing that the "upgrade" does change the wireless environment; The laptop probably will work fine here in our place as the network here does not have any "upgrade". I have to check her laptop's connection to her wireless, not any other wireless. This can only be done at her place.
But the customer insisted on bring it to our place. And at the first glance we found the hard wireless switch of the laptop was turned to OFF.
This teaches me that a customer's description is not always reliable.
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