This Information suplied by Vini ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- error 629 -------------------- Action taken -------------------- Checked the number of phone extensions present. - 1 advised cust to reomove extention and try advised cust to call 150 and increase the gain on the line Checked the length of cable between the modem and the phone socket .- 2.5m Disabled call waiting. [#43#] advised to re-connect ************************************************************************************ ----------------------- System Details ----------------------- O/S :-win98 Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- cust cannot connect, and recieves a message stating computer not answering. she cannot hear the modem dialing. -------------------- Action taken -------------------- cheked modem diagnostics-ok checked modem properties - general - ok connection -ok advanced - ok port -ok checked Network settings - ok checked tcp/ip properties - ok Checked DUN settings - ok checked DUN properties - general -ok - server types - ok checked tcp/ip settings - ok asked if cust has any other devices connected to the phone socket - YES a fax machine ADVISED to try without the fax machine attached asked length on connection from modem to socket -10m advised should be approx 3m and under advised cust to check dialing properties incase dial out is set to pulse dial, and change to tone dial so it can be heard from the modem. left cust to re-try ************************************************************************************ ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- customer called to ask how to get newsgroups through talk21 in Outlook Express -------------------- Action taken -------------------- Advised customer that TALK21 doesn't support newsgroups. ************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- customer wanted to know how he can register for an email address with talk21 -------------------- Action taken -------------------- advised customer to click on register on the homepage, under usernamer/password for talk21 **************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- customer has FREESERVE installed on his PC. He would like to know how to remove this from the computer system. -------------------- Action taken -------------------- Advised customer to call the FREESERVE helpdesk, who can then advise appropriately what to do and how. **************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- no dial tone -------------------- Action taken -------------------- Checked that the customer has the modem plugged in and switched on. Checked that the phone line is connected to the line socket. Unpluged all other extensions. Advised that the modem cable may be faulty. Advised customer to call the modem manufacturer / vendor. Advised the customer to call 151 to get their phone line checked and to get the gain on the phone line increased. Checked line with telephone, which is what the cust is using to call the helpdesk. **************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- cust wanted to know how to configure Outlook Express for use with Talk21 -------------------- Action taken -------------------- Advised to open Outlook Express Click on TOOLS/ACCOUNTS/MAIL/ADD mail Guided customre through Internet Connection Wizard Advised Incoming mail (pop) server address : in.talk21.com Advised Outgoing mail (SMTP) server address : out.talk21.com Left customer to send/recieve mail via Outlook Express *************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- -------------------- Action taken -------------------- *************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- cust needs to reset password -------------------- Action taken -------------------- confirmed mothers maiden name reset password ************************************************************************************** ----------------------- System Details ----------------------- O/S :- Software :- Modem :- Processor :- Ram :- Hard Disk Space :- PC Networked :- Contact Telephone Number :- ---------------------------------------------------------- Error Message or Customers Problem ---------------------------------------------------------- cannot send email via OE,,,smtp error -------------------- Action taken -------------------- checked mail props - ok advised to try web site Talk21 advised that we are aware of the problem, and engineers have been informed, and we are waiting on a response left cust to try via web site, and advised to re-try later via OE