All You Need To Know About Wifi Operations

1. The caller is a guest at a wireless-only hotel. They are running on a Asus laptop with Windows XP. The caller starts by saying "I can't get online" and through troubleshooting you are able to determine that they have a 192.168.0.1 IP.

As per the KB: The valid range for the network in question is 192.168.1.10 - 192.168.1.250.

How can you resolve this guest's issue?

Try to repair their Wireless Network Connection

Try to disable / enable the Wireless Network Connection

Refer guest to the FD for a Wireless Bridge

See if the guest has a static IP and change to DHCP if needed.

The guest's issue can be resolved by checking if they have a static IP and changing it to DHCP if needed. Since the valid range for the network in question is 192.168.1.10 - 192.168.1.250, and the caller has a 192.168.0.1 IP, it is outside the valid range. By changing the guest's static IP to DHCP, they will be assigned a valid IP address within the network range, allowing them to get online.

Explanation

The guest's issue can be resolved by checking if they have a static IP and changing it to DHCP if needed. Since the valid range for the network in question is 192.168.1.10 - 192.168.1.250, and the caller has a 192.168.0.1 IP, it is outside the valid range. By changing the guest's static IP to DHCP, they will be assigned a valid IP address within the network range, allowing them to get online.

2. True or False: Passing the guest through the gateway/manually authenticating them will improve the speed of their connection.

True

False

The answer is false. Passing a guest through the gateway will not improve the speed of their connection and should not be used as a troubleshooting method if the guest is complaining of speed problems.

Explanation

The answer is false. Passing a guest through the gateway will not improve the speed of their connection and should not be used as a troubleshooting method if the guest is complaining of speed problems.

3. For Point of Presence - Your caller is a student at St. Thomas University and is complaining that their phone service is no longer working. How should you proceed?

Phones? We don't support phones! Advise them that it's unsupported and end the call right away.

Refer them to the school/residence administrator

Clearly and fully document the issues the student is experiencing and escalate.

Recommend they try a new phone.

The correct answer is to clearly and fully document the issues the student is experiencing and escalate. This is the appropriate course of action because even though the support team may not directly handle phone issues, it is important to gather all relevant information and escalate the problem to the appropriate team or department for resolution. This ensures that the student's complaint is properly addressed and resolved by the responsible authorities.

Explanation

The correct answer is to clearly and fully document the issues the student is experiencing and escalate. This is the appropriate course of action because even though the support team may not directly handle phone issues, it is important to gather all relevant information and escalate the problem to the appropriate team or department for resolution. This ensures that the student's complaint is properly addressed and resolved by the responsible authorities.

4. Your caller is a guest at a wired/wireless hotel that is complaining of general "poor" service. You push the caller for details but they are very resistant and keep on trying to blame the hotel for the problem.

After pushing the customer, you eventually learn that they have a low signal. The guest then keeps on insisting that someone come check out the equipment at the hotel and continues to refuse to troubleshootl. You have now been on the phone for nearly 10 minutes and the guest is continuing to be difficult, how should you proceed?

Keep working with the guest to try and get them to do some basic troubleshooting.

Refer the caller to the FD to voice their concerns.

Offer to manually authenticate them to try and improve their service.

The best course of action is to let the guest know that you will notify the administrators of the network of their concerns and escalate FYI. There is nothing you can do when the guest refuses to cooperate and troubleshoot and you would only be wasting time. Sending them to the Front Desk isn't advisable as it just generates complaints and in all likelihood, the guest will contact the FD on their own to complain anyway. Manually authenticating the guest will never improve performance of the network for a guest so this wouldn't have helped.

Explanation

The best course of action is to let the guest know that you will notify the administrators of the network of their concerns and escalate FYI. There is nothing you can do when the guest refuses to cooperate and troubleshoot and you would only be wasting time. Sending them to the Front Desk isn't advisable as it just generates complaints and in all likelihood, the guest will contact the FD on their own to complain anyway. Manually authenticating the guest will never improve performance of the network for a guest so this wouldn't have helped.

5. Your caller is a guest at a wired-only hotel. The guest has two laptops and two ethernet cables.

Laptop#1: IBM laptop running Windows XP, has VPN software
Laptop#2: Apple laptop running OS X, does not have VPN software

Laptop#1 is getting a network cable unplugged error with both cables.
Laptop#2 is working just fine with both cables. The laptop can get all the way to the internet.

You double check Laptop#1 and confirm that the Local Area Connection is enabled and the Device Manager recognizes the NIC and states that "This device is working properly". You also confirm that the customer is using the exact same port on the wall as Laptop#2 which is working fine.

Given the equipment setups and symptoms, what is the most likely cause of the guest's issue? and where would you refer them?

Issue is with both ethernet cables, refer customer to FD for a new one.

Issue is with the NIC on Laptop#1. Refer customer to IT Department or computer technician

Issue is with the port in the room, refer guest to FD for possible room transfer.

The VPN software is causing the problem. Refer guest to his IT dept.

The issue lies with the NIC on Laptop#1. Given that both cables work in the same port on the wall when the guest tries Laptop#2 there is no need to do any further checking as the only variable being changed is the Laptop. In this case, there is nothing we can do to assist the guest over the phone, they must contact their IT department or a Computer Technician.

Explanation

The issue lies with the NIC on Laptop#1. Given that both cables work in the same port on the wall when the guest tries Laptop#2 there is no need to do any further checking as the only variable being changed is the Laptop. In this case, there is nothing we can do to assist the guest over the phone, they must contact their IT department or a Computer Technician.

6. Your caller is a guest at a wired-only hotel. The customer is having an odd issue where their Internet Explorer is stuck in work offline mode and they occasionally get a prompt asking them to dial-up to the internet.

How do you fix this problem? (hint: two of the options are needed to fix this issue)

Have the customer uncheck "Work Offline" from the Tools menu in IE.

Double check that they do not have a proxy.

Simply have them restart the computer.

Reset their IE settings completely from the 'Advanced' tab of Internet Options

This problem occurs when a customer has a Dial-up network (DUN) setup on their laptop AND when IE is set to "Always dial my default connection". Any of the other two options - "never dial a connection" and "dial whenever a connection is not present" - will both tell IE to use the high-speed LAC instead of dial-up. You will also likely need to manually uncheck "Work Offline". Provided no other issues exist, the customer will then be able to get online.

Explanation

This problem occurs when a customer has a Dial-up network (DUN) setup on their laptop AND when IE is set to "Always dial my default connection". Any of the other two options - "never dial a connection" and "dial whenever a connection is not present" - will both tell IE to use the high-speed LAC instead of dial-up. You will also likely need to manually uncheck "Work Offline". Provided no other issues exist, the customer will then be able to get online.

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7. Wi-Fi Guys: Your caller is staying at a Wi-fi guys location. This particular hotel has a Credit Card Portal system in place. At the end of the call, you have to pass them through the portal page to get them online.

From the following list of call drivers and actions, choose those that are true:

We must escalate the case immediately.

The call can be closed since the guest was able to get online

The call driver must be set to "Credit Card Billing System - Passthrough"

The call driver must be set to "Credit Card Billing System - Payment or refund"

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Explanation

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8. Which of the following are Tantus Networks-specific Policies or Procedures?

We have a time cap of 30 minutes per ticket and 20 minutes per call

We have a time cap of 60 minutes per ticket and 15 minutes per call

We must escalate in order to have a guest passed-through or manually authenticated.

We are allowed to pass through or manually authenticate guests on our own.

The correct answer includes policies and procedures specific to Tantus Networks. These include a time cap of 30 minutes per ticket and 20 minutes per call, the requirement to escalate any call that is left 'open ended' without resolution for Tier 3 follow-up, and the need to escalate in order to have a guest passed-through or manually authenticated. These policies and procedures are unique to Tantus Networks and may not be applicable to other organizations.

Explanation

The correct answer includes policies and procedures specific to Tantus Networks. These include a time cap of 30 minutes per ticket and 20 minutes per call, the requirement to escalate any call that is left 'open ended' without resolution for Tier 3 follow-up, and the need to escalate in order to have a guest passed-through or manually authenticated. These policies and procedures are unique to Tantus Networks and may not be applicable to other organizations.

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