Company Plugs Every Ethernet Cable Into Router At Random, Distress Calls Tech Support

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mattstaff
Aug 28, 2021 2:00 PM EDT

People who have the daunting audacity to tamper with complicated systems that they absolutely don't understand can end up creating some literal waking nightmares for tech support. You've got to wonder with terrifying fascination what was going through these people's heads; Redditor u/JackalFeed posted to r/TalesFromTechSupport about a company that had a power outage and was struggling to make its systems functional afterward. Apparently, when the power returned but financial transactions couldn't go through, the company decided to unplug every ethernet cable in the building and plug them back in at random without noting what went where originally. This creates a situation where the original poster and their team can hardly help; in fact, it sounds like it actually put the company in question in breach of their contract with OP's tech support company.

Really, the only outcome seemed like it was going to be a panicked call out to tech support — one that kept u/JackalFeed at work late. All because a group of people elsewhere decided to behave stupidly. If this tech support tale got you going, check out another tech support tale where the customer didn't realize that files needed to be double clicked to be opened.

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  • 01
    Font - r/talesfromtechsupport + u/JackalFeed · 1d • Saves files in Recycle Bin 2 1 3 And that's how you invalidate your service agreement! Long It's time for another tale from the Petrol payment processing server industry! You can read my prior story The Screams From The Server Closet here!
    via u/JackalFeed
  • 02
    Font - It's late on a Saturday and I'm trying to wind down into the last half hour of my shift, when I get it, the call you don't want to get when you're trying to get out of the door. Call comes in, and not only does the site not really know how to explain what they did clearly (ESL caller), they don't know WHY they did it, all I can really get out of them is that after a power outage they can't run any cards. After some back and forth getting their service ID, verifying what equipment of ours
    via u/JackalFeed
  • 03
    Font - Do they call us? No. Do they submit an online support request? Nope. What did they do? They unplugged every ethernet cable out of the router, and jammed them back in at random, without noting what was where and where they put them. I look out at the setting sun from the office window and realize it may be a while before I get home to eat dinner.
    via u/JackalFeed
  • 04
    Font - First thing I do is shoot a message to one of my T3 specialists, because part of our SOP is to run situations like this by them. The reply to my teams message is, in verbatim: "НАНАНАНАНАНАНАНАНАНАНАНАНАНАНАНАНАНА НАНАНАНАНАНАНАНАНАНАНА". And then my T3 sends me a snippet of the KB on 'things that invalidate your service contract', with 'unguided attempts at self repair' highlighted. I let the site know that we won't be able to dispatch for this one, and that they, in nicer words, f don't
    via u/JackalFeed
  • 05
    Font - So I call their Managed Network Service Provider to see if they can see.. well.. anything. I tell the router tech guy what happened, and his immediate response is "НАНАНАНАН Oh wow." We end up walking the site through tracing cables together and trying to get the router talking to their ISP so we can log in and see.. anything, but the site is just so clueless about anything to do with tech and there are some blatant language issues that are making it harder. Router tech ends up escalating
    via u/JackalFeed
  • 06
    Product - Anyways, the site learned a very expensive and painful lesson today, and won't be able to do literally anything but cash transactions for maybe.. days? With that, I promptly fled the building before my luck got any worse. Thanks for reading! 2.5k 188 |↑, Share
    via u/JackalFeed

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