You still don’t have an internet connection.
It sucks, I know.
But keep calm and don’t rush. Instead of rage-dialing and ranting once your call is answered, follow the steps below to make the support process smoother and faster.
Before making the call, you should your router or modem’s the hardware information. Check to see the brand and model number of your modem and / or router. Just as important is the MAC address. This address is composed of twelve characters (digits and letters). It is usually printed on a sticker, and can be found at the bottom face of your modem or router.
You should also have the MAC address of your Wi-Fi or Ethernet card ready. These can be found by clicking on the desktop screen, click Start, and press Run.
On the window that follows, type in “cmd” to initiate a command console. Following that, just type “ipconfig / all” to display your network information. To find your Wi-Fi or Ethernet card’s MAC address, just scroll to your network device (ex.: Intel WiFi Link 5100).
Once you have those bits and pieces of information ready, it’s time to call for support.
What To Do On The Call
As with any tech support call, you should first ask for a callback number or an extension number. Should a problem crop up and the call was ended unintentionally, you can get back to the person you last spoke with.
No offense to the support teams of ISPs, but be warned that calling them quite tricky. It’s very usual that the support engineer, as soon as he gets the suspicion that the problem has nothing to do with the connection itself, will simply refer to another support service.
Rinse and repeat – you will be passed from one team to another without making any progress if you let it.
Fortunately, this racket can be easily defused. You should connect your computer directly to the modem via Ethernet or use the supplied by your ISP router. You should also make sure that you can connect to a different network to the Internet. For example, an Internet hotspot in the café next door. Now you can make it clear to the support technician that the problem isn’t your computer or network. Instead, it has something to do with the service itself.