Assignment task:
In your initial post, imagine that you are a user writing an email to an IT help desk because your wireless internet is very slow.
In the email, explain what the issue is and provide some context that might help an IT professional resolve it. For example, you might state that you are having issues connecting to Wi-Fi on your computer or phone, or you are getting a 404 error when you try to access a webpage. Maybe your wireless router is blinking strangely.
You can describe an issue that you actually have experienced as a user in the past, or choose an issue that you think is common for many users to experience.
In response to two of your peers, answer the email as if you are an IT professional working at a help desk.
If you are having issues troubleshooting the user or system error because you do not have enough information, ask the user clarifying questions. Consider:
What important information do I need to know in order to troubleshoot the error?
Did the initial post provide me with enough information to identify the probable cause and to implement the fix?
If you believe that you have enough information, state your hypothesis concerning what is causing the issue.
Response 1:
Dear IT Help Desk,
I am reaching out to you as I am currently experiencing significant issues with my wireless connection and would greatly appreciate your assistance.
For the past few days, my wireless internet has been intermittent and slow. This issue affects all the devices I connect to the network, including my laptop and cell phone. I have asked some of my peers if they are experiencing the same issues, however, they have all stated that they have not had any. Here are some details that might be helpful in diagnosing the problem:
When the issue is present and I run a speed test, the results are far below the speed I am supposed to be receiving compared to what I have received in the past and what my peers receive. During those times, I consistently get a download and upload speed of around 5 Mbps when others are seeing closer to 100 Mbps on both.
The slow speed is intermittent. Sometimes the speed is good, but other times the speed drops significantly. This issue occurs regardless of my relative location to the access point.
The access point nearest me appears to be functioning normally from what I can tell but I have noticed that one of the lights that was green now appears to be yellow and does not blink as quickly. I am unsure if this is related, or if this was a possible update to the access point.
I have not noticed any error messages to indicate I have no connection to the access point, but I do experience frequent buffering when streaming videos and web pages can sometimes take a couple of minutes to load.
I have already tried rebooting my devices, but the issue persists. I also checked for any firmware updates on my equipment and applied them, but it did not resolve the problem. I would try to reset the access point, but it is high up and I would need a ladder.
Could you please investigate this issue and provide guidance on how to resolve this issue? Also, If you need any additional information or if there are specific steps I should follow, please let me know.
Thank you for your prompt attention to this matter.
Response 2:
Dear IT Help Desk,
I am writing to report a persistent issue with my wireless internet connection. Over the past few days, I have been experiencing prolonged internet speeds and significant latency issues. Here are the details of the problem:
1. Devices Affected:
My computer and phone experience slow speeds and high latency when connected to the WiFi network.
I have tried connecting both devices in different rooms, but the issue persists regardless of location.
2. Symptoms:
Web pages take an unusually long to load, often resulting in a 404 error before finally loading after multiple refresh attempts.
Streaming services are buffering frequently, making it impossible to watch videos without interruptions.
The latency is causing significant delays in online applications and video calls, which is affecting both my work and personal communication.
3. Router and Modem:
The wireless router's lights are blinking in a pattern I haven't noticed before. Specifically, the internet light flashes rapidly and intermittently.
I have tried restarting the router and the modem, which temporarily improves the situation, but the issue soon returns.
4. Network Configuration:
I have yet to change my network settings or add new devices.
I use a combination of 2.4 and 5 GHz bands, but both seem to be experiencing issues.
5. Interference and Signal Strength:
The router is placed in a central location in my home, with minimal obstructions.
No new electronic devices near the router could cause interference.
Your assistance in diagnosing and resolving this issue would be greatly appreciated. Thank you for your help.
Thank you,
Ismael Garcia Jr.