Last week, we began experiencing an odd on and off connection of our Smart Broadband (SmartBro). Thursday, they advised us that their technical crew will visit us on Friday morning. Came Friday morning, the technical crew arrived, but there was a power interruption in our area, so I asked them to comeback the next day at around 1500H (since I have a class in the morning).
Saturday came, and at around 1300H, my wife sent me an SMS advising that the SmartBro technical crew are already there — too early for the 1500H schedule. So I sent instructions to my wife, based on what the CSR and I had agreed upon — to replace the LAN cable and AC adaptor of the Motorola Canopy antenna. To my surprised, my wife sent me an SMS again saying that the SmartBro technical team advised her that the LAN cards (01 onboard the mother board, 01 PCI, and 01 USB) are all NOT WORKING. What?! I immediately called home, and advised the technical crew to wait for me til 1400H (that was 1335H already).
When I arrived home, some 15 minutes later, the SmartBro technical crew were nowhere to be found. Apparently, they had lunch while waiting for me — that’s OK! So, when their team leader finally came face-to-face with me, I asked him what is their findings, and he said that my LAN cards are all defective. WTF?! Is that a coincidence or what?! I told him that it is impossible, since the PCI LAN card came from a workstation, that is in tip-top condition, plus the USB LAN card is working 100%. As I see it, it’s the Motorola Canopy antenna or the LAN cable from the Canopy to my LAN cards which is defective.
So, he brought a new (still sealed) Motorola Canopy antenna, attached a new LAN cable to it and the other end to my LAN cards (testing each of the network adapters), and still the error is “A network cable is disconnected.” He then insisted that my LAN cards are all defective. But, I told him, during the installation of the service two years ago, the technical crew had to change the Motorola Canopy antenna four (04) times, before we were able to connect to their base station. So, with a grin in his face, he went back outside and returned with another set of sealed Motorola Canopy antenna. He said, if this one will not work, it is really my LAN cards which are damned. But, before I let him attach the new antenna to my PC, I showed him that the onboard LAN card (Intel) is indeed working, as reported by the diagnostic tools software.
So, the cables were all changed, the new Motorola Canopy antenna attached, and wallah! SmartBro is back online in my PC. Now I firmly believe that their technical crew are NOT that technical at all. You see, troubleshooting needs some analytical thinking, and I do not know if they have it.