I didn't post this because I had things going on at the time and simply forgot.
Anyway, a woman called in for help with her wireless network dropping constantly. We knew it had to be an issue with the wireless as her wired PC worked great.
So I did all the normal troubleshooting, and nothing worked. Until a lightbulb went on. I asked her to look for the model number of her cordless phones. I looked them up, and sure enough they were the type that ran on the same frequency spectrum as the modem.
I called her on her cell, had her power down the base and the extentions and - presto! - functioning wireless. She asked me what can she do to prevent this from happening.
I told her she needs to replace her cordless phones with a newer model that doesn't run in the same frequency as the modem. She had me on speakerphone when I said that. I wish she didn't, as her husband comes running into the room and became, well, an SC.
Husband: Why should I spend money to buy new phones just to get your piece of junk modem to work? Isn't there something else you can do?
Me: I have already tried. Your phones and modem operate in the same frequency, so they are going to clash. Once you get new phones you'll be fine.
Husband: Don't you have any modems that are better than this?
Me: This is the only modem we have at the moment.
Husband: Why don't I just disable the wireless in your modem and use my own! Will wireless-N work?
Me: Wireless-N operates in the same frequency as this modem does, so there is a good chance that your phones will clash with it as well.
Husband: What about that the wireless-AC* stuff I've been hearing about?
Me: The AC standard does operate at a different frequency then G or N but it's so new that unless your laptop and tablet have wireless AC capability, then it's just going to do the same thing as your present modem.
Husband: How so?
Me: When a wireless AC router detects a device that doesn't have wireless AC, it switches back to either G or N, which operates at a frequency that may clash with your phones.
Husband: So what you're telling me is that no matter how I slice it I'm going to have to replace cordless phones that have been functioning fine for the last 7-8 years?
Me: Based on what I have seen, yes.
Husband: I'm not happy. Is there like a retention department that I can speak to?
Me: Right now they are closed but you can speak to them in the morning when they open.
Husband: I'll do that, thanks.
*click.*
I believe the SC had a separate modem and router but requested an all-in-one unit from us when they finally bit the dust. Don't know if his previous device filtered out interference better than this one (Which could explain his objections) or if he just tolerated the constant drops on the wireless side.
*The wireless AC I'm talking about is the new 802.11ac standard. Awesome if you have a device that works on it, otherwise it's a waste of money.
Anyway, a woman called in for help with her wireless network dropping constantly. We knew it had to be an issue with the wireless as her wired PC worked great.
So I did all the normal troubleshooting, and nothing worked. Until a lightbulb went on. I asked her to look for the model number of her cordless phones. I looked them up, and sure enough they were the type that ran on the same frequency spectrum as the modem.
I called her on her cell, had her power down the base and the extentions and - presto! - functioning wireless. She asked me what can she do to prevent this from happening.
I told her she needs to replace her cordless phones with a newer model that doesn't run in the same frequency as the modem. She had me on speakerphone when I said that. I wish she didn't, as her husband comes running into the room and became, well, an SC.
Husband: Why should I spend money to buy new phones just to get your piece of junk modem to work? Isn't there something else you can do?
Me: I have already tried. Your phones and modem operate in the same frequency, so they are going to clash. Once you get new phones you'll be fine.
Husband: Don't you have any modems that are better than this?
Me: This is the only modem we have at the moment.
Husband: Why don't I just disable the wireless in your modem and use my own! Will wireless-N work?
Me: Wireless-N operates in the same frequency as this modem does, so there is a good chance that your phones will clash with it as well.
Husband: What about that the wireless-AC* stuff I've been hearing about?
Me: The AC standard does operate at a different frequency then G or N but it's so new that unless your laptop and tablet have wireless AC capability, then it's just going to do the same thing as your present modem.
Husband: How so?
Me: When a wireless AC router detects a device that doesn't have wireless AC, it switches back to either G or N, which operates at a frequency that may clash with your phones.
Husband: So what you're telling me is that no matter how I slice it I'm going to have to replace cordless phones that have been functioning fine for the last 7-8 years?
Me: Based on what I have seen, yes.
Husband: I'm not happy. Is there like a retention department that I can speak to?
Me: Right now they are closed but you can speak to them in the morning when they open.
Husband: I'll do that, thanks.
*click.*
I believe the SC had a separate modem and router but requested an all-in-one unit from us when they finally bit the dust. Don't know if his previous device filtered out interference better than this one (Which could explain his objections) or if he just tolerated the constant drops on the wireless side.
*The wireless AC I'm talking about is the new 802.11ac standard. Awesome if you have a device that works on it, otherwise it's a waste of money.
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