Help! I Can't Connect to the Internet!
by Cate Eales
Appeared January 28, 2010 on castanet.net
We get a fair number of calls here at Computer Care
Kelowna from people who say they can’t send or receive email, and they
can’t get to the web. If you can do one but not the other, you do have a
working connection. But if you can’t do either, odds are your connection
is down.
Start with the simple stuff
Take a good look at your modem. Those flickering or steady or flashing
lights actually MEAN something. Make sure the one that says “Power” is on.
If it isn’t, make sure the modem is plugged into an electrical outlet.
Check both ends of the power cord; they both have to be plugged in for the
modem to work!
This is one type of cable modem.
If you have a router, make sure that is powered up and connected. Check
all cables to make sure they are plugged in securely to the correct ports.
This is one type of wireless router.
If you have a DSL connection, the modem and router are
generally in the same unit, but you should still check all the cords and
cables.
This is one type of DSL modem + router combination.
OK, that all looks fine. What next?
If your internet connection is provided by a cable company (like Shaw,
here in Kelowna), turn on your television. If your cable is down, that’s
also the source of your internet problem! Call the cable company.
If your TV works, try restarting your computer and see if that corrects
the problem.
If none of that helps (or if you have DSL service from a telephone
company), now is the time to contact your ISP. Have a bill handy in case
you are asked for account numbers. Minesweeper is a good game to play
while you are on hold. If you’re still using XP,
this
Mah-Jongg game is great.
But I don’t understand what the technician is
telling me!
Be prepared to do what the technician asks --- within reason. S/he might
ask you to unplug something, turn something off or on, describe the modem
lights, or type a command into your computer. If you have more than one
computer, the technician might ask you if you can connect from another
computer. If your wireless connection is the problem, the tech might ask
you to connect directly and tell you how if you don’t know. These are all
reasonable requests.
If you don’t know the difference between a modem and a router, you should
tell the technician and ask for help with that. If you believe you’re not
getting the help you need, you should ask the technician to connect you
with a supervisor. Part of your phone or cable bill goes to paying for
support. You’re entitled to support.
What if they say it’s not their problem?
Usually, they are right, but not always. If the technician tells you s/he
can’t resolve your problem and it’s up to you, be sure to get specific
information about what you need to do. Get the tech to give you the
reference number/ticket number of the call, and write it down.
I’ve replaced cards, cables, and jacks; I’ve reprogrammed routers, and
turned firewalls off and on, all at the request of ISP technicians, only
to prove to them that it was the ISP’s problem, and never the customer’s
problem. When that happens, I encourage the customer to defray the cost of
paying me by seeking a credit from the ISP. That ticket number helps!
Links
Mah-Jongg Detlev
http://www.caiman.us/scripts/fw/f141.html
Computer Care Kelowna
http://computercarekelowna.com
Getting Along With Your Computer Column Archives
http://rlis.com/column.htm
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--
Do you need help with your computer? I'm here to help you and your home or
business computer get along!
Cate Eales runs Computer Care Kelowna, a mobile service helping home users
and businesses get along with their computers. To arrange an appointment
phone her at 250-764-7043. Cate also welcomes your comments and
suggestions. Send email to
help@computercarekelowna.com.
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©
Cate Eales 2009 – All Rights Reserved
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