Helping someone connect with AOL

Discussion in 'Hardware' started by litlfrog, Jul 31, 2008.

  1. litlfrog

    litlfrog Private E-2

    Hi,

    I recently started doing phone support for a small ISP. We had a broadband customer call in today who said she couldn't connect. Her wireless broadband equipment tested fine and I determined that she was able to ping. Turns out that when I had her open Internet Explorer, she could view webpages fine, but she's an AOL user. She said she'd been able to access her e-mail just fine earlier at work, but couldn't connect to AOL from the home account.

    I told her that the problem may be caused by a firewall problem or a temporary problem at AOL. In any case, the problem didn't seem to be with her Internet connection. I've never used AOL in my life--does anyone know if there's a setting that needs to be changed, a program that has to be rebooted, or something else that can be done to let AOL connect? I just have a feeling that she's going to contact AOL's support and they won't be able or willing to help.
     
  2. studiot

    studiot MajorGeek

    My first reaction to clients who scream

    'My internet stopped working'

    is to tell them to wait until the next day. Then I do something if it is still not working.

    9 times out of 10 there is a fault at the broadband suppliers end which magically fixes itself within a few hours. The ISP/Supplier of course never admits to a fault.
     
  3. WharfRat

    WharfRat Guest

    If I called my ISP & they told me to "wait until the next day", I would IMMEDIATELY ask for a supervisor. Sorry, I really don't see that as a helpful answer. My ISP might be slow to admit there's a problem, but they always do so when I can prove it to them.

    As to the OP, all I know is that AOL is a different creature than most common ISP's & since I don't use them, I will defer to someone who does. My first move would be to search AOL FAQ page or email setup FAQ
     
  4. musksnipe

    musksnipe Guest

    The AOL software has a bunch of one-click fixes. One of them is to rebuild connectivity.
    I'm not able to get to my wife's PC right now, to give you a complete list, but I can later if you need it. Possibly, you can have them go down through the list while you help them walk through the steps. They're pretty easy but a complete novice might need some help.
    They're found by right clicking the task bar AOL icon.
     
  5. Still Learning

    Still Learning Private First Class

    I once learned about the 80/20 rule, 80% of the time the customer does not know what they are talking about, and they are doing something wrong with your instructions.
    20% of the time they are lieing. She was prob in that 80%

    What lights were showing on her modem? If she is AOL she maybe trying to use dial up on a broadband connection, there are some older folks who have no idea how to use computers, at all.
     
  6. Unbanable

    Unbanable Specialist

    This would be my first guess. There is a difference in using AOL's software and using AOL as your ISP. If she has broadband with you, as far as connection settings in the AOL software, she just needs to tell it broadband. The option for it is available on the login screen.

    Other than that... AOL just sucks.

    But, if she can use IE, then that pretty much eliminates the connection itself as the problem and pretty much narrows it down to AOL's software. I suppose there could be something blocking AOL specifically while letting IE through... Ask about anti-virus and firewall programs.

    You should probably also ask, if you haven't, if she's been able to use AOL with her current setup before and, if yes, was there any added software or changed settings around the time that it stopped working.
     
  7. WharfRat

    WharfRat Guest

    isn't this an email problem, not a connection one?
     
    Last edited by a moderator: Aug 1, 2008
  8. Unbanable

    Unbanable Specialist

    Eh, he said couldn't connect multiple times in the original post. Of course, the customer could always be using the incorrect terminology, but I'm pretty sure that it's not connecting at all. That's probably more likely than being able to connect but not being able to view emails.
     
  9. musksnipe

    musksnipe Guest

    Her connection is fine. It is an AOL config problem. Doesn't anyone have helpful info?
     
  10. foogoo

    foogoo Major "foogoo" Geek

    Is she using an AOL client or webmail? Have her send you the link to AOL she is attempting to use...
    If you can get to it then have her walk you through what she is doing specifically...

    Is it Email or AOL in general?? Get the link, best bet.
     
  11. Unbanable

    Unbanable Specialist

    Not without more info... "Not connecting" can mean many different things, especially when it's the words of a customer who may not be using the correct terminology. Even if the computer has a connection, the AOL software may not due to, like you said, a configuration problem. In that case, it WOULD be a connection problem, just not in the same sense that you used the word. Who knows what sense the customer might use it in...

    Things that would be helpful to know that we don't know:
    The version of AOL.
    The OS on the computer.
    Has it ever worked?
    Security software? Is there any, what kind, settings in it?
    If it has worked and it all of a sudden stopped, was there anything significant that happened right before it stopped? Changed setting of any kind, added software, removed software, software update, OS update?

    All of those things, and more, can make a difference.
     
  12. ollieburd

    ollieburd Private E-2

    Sorry - not exactly a reply but the same problem. I have broadband with talktalk/AOL which works fine as soon as I switch on the computer. BUT if I have disconnected the plug from the wall (ie: thunderstorms) when I switch on the computer again my broadband connection has disappeared. I have spent hours on the phone to India, followed all the instructions (including deleting all my browsing history - which then had to be re-installed. By following long and detailed insructions I CAN get connected - but shouldn't have to do all this - it should be automatic, and they cannot seem to fix it. I am sure there is a little box somewhere that just needs ticking -? Ollieburd.
     
  13. ollieburd

    ollieburd Private E-2

    Finally got talktalk/AOL to phone and walk me through connection. As I suspected all that was needed was a tick in a box - but it is knowing which box! Ollieburd.
     
  14. xWLx

    xWLx Private E-2

    Hi Litlfrog,
    The Home account is for Dial-Up and the other one, Broadband, is for .. Broadband..
     

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