Customer of the Year
May. 26th, 2004 09:22 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
azraelsdaisy.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoverySo I got this call from *unnamed ISP* indicating that a customer was getting only 2 megs on a 6 meg ADSL line. Still decent speeds, but still, something seemed off.
I telnetted into the backhaul switches. The utilization of the switches were fluctuating between 300% and 700% (NO that is not a typo). I asked the ISP if the customer was runnnig a server. He said that he had 6 PCs but at this time he has only one directly linked to his CPE. So I rebuild his backhaul. I got him moved to another backhaul... No change in bandwidth. He's running Windows XP on his machine. Apparantly, he hooked each computer up individually and there was no change in the bandwidth.
I asked the ISP to have the customer switch PCs. The customer switches it from the XP machine to the LINUX machine. Bandwidth drops immediately to 30% utilization over the backhaul. Speed tests cap out at about 5 - 5.5 megs. We check his XP machine for Viri, but there was nothing. So I mention spyware.
End user has never heard of Spyware. He had never run a spyware check. He didn't know that he was supposed to click "no" on those little popup windows... I pity the poor ISP having to walk this guy through downloading and removing spyware.
Dear lord. Issue solved! But only solved after wasting an hour and 20 minutes where I could have been working genuine issues.
I telnetted into the backhaul switches. The utilization of the switches were fluctuating between 300% and 700% (NO that is not a typo). I asked the ISP if the customer was runnnig a server. He said that he had 6 PCs but at this time he has only one directly linked to his CPE. So I rebuild his backhaul. I got him moved to another backhaul... No change in bandwidth. He's running Windows XP on his machine. Apparantly, he hooked each computer up individually and there was no change in the bandwidth.
I asked the ISP to have the customer switch PCs. The customer switches it from the XP machine to the LINUX machine. Bandwidth drops immediately to 30% utilization over the backhaul. Speed tests cap out at about 5 - 5.5 megs. We check his XP machine for Viri, but there was nothing. So I mention spyware.
End user has never heard of Spyware. He had never run a spyware check. He didn't know that he was supposed to click "no" on those little popup windows... I pity the poor ISP having to walk this guy through downloading and removing spyware.
Dear lord. Issue solved! But only solved after wasting an hour and 20 minutes where I could have been working genuine issues.
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