At 14:32 4/01/02 +1300, Jonathan Santaana wrote:
>Mark Foster <blakjak@blakjak.net> wrote:
>
> > Lets not let this get blown out of proportion.
> >
> > Chrissy - Problems with your connection should ALWAYS go to your ISP
> > helpdesk first. I dont know why youd even consider using the adsl
> > discussion list for this - whilst you use DSL, your problem is not
> > specifically related to DSL and as much as we are able to render
> > assistance, we are NOT a helpdesk. If this list (which is informal, and
> > was created by enthusiasts, not people professionally involved per se)
> > didnt exist, would you have considered emailing someone for help? I think
> > not - thats what helpdesk is for.
> >
> > FWIW all the suggestions ive seen on the list so far are exactly what I -
> > as a helpdesk employee - would go through with you. Call your helpdesk.
> >
> > Next time, try your helpdesk first... its all about context.
>
> It's worth noting that Chrissy did later say that she'd called the
>helpdesk several times - but yes, that should have been noted in the first
>post. (Chrissy: No, we can't assume that you've done that already, for
>exactly the same reasons that helpdesk staff cannot assume that callers
>have already checked the power cable. Troubleshooting *always* starts
>with the basic steps if we (the troubleshooters) aren't explicitly told
>that they've already been checked, and sometimes even if we are.)

I conceed this point - I skimmed the message and added my response mostly
out of frustration.
The point is that if the IP shes getting is bad/unusuable - and it is- then
only the ISP can take action. Even if thats logging a fault with Telecom
and having Telecom fix it, only the ISP can do that.

The short term fix would be to drop her current IP and get a new one -
usually by shutting down the router and restarting it (or rebooting for an
internal).

Point is, the Helpdesk should have been able to arrange both of those. With
a non routable IP none of the other suggestions (pings traceroutes etc) are
going to work, altho they might just help illustrate the problem (which is
already identified).

Mark.

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