Question

customer is connected to wi-fi but has no internet connectivity. what are some probing questions to ask and explain your troubleshooting process?

Answer 1

To troubleshoot a customer's Wi-Fi connectivity issue, ask probing questions and follow specific troubleshooting steps.

Step-by-step explanation:

When troubleshooting a customer's Wi-Fi connectivity issue, here are some probing questions you can ask:

1. Has the customer tried connecting to a different Wi-Fi network to see if the issue persists?
2. Does the customer have internet connectivity on other devices connected to the same Wi-Fi network?
3. Is the customer receiving any error messages or warnings on their device?
4. Has the customer recently made any changes to their network settings or installed any new software or updates?

To troubleshoot the issue, follow these steps:

1. Have the customer restart their device and the Wi-Fi router.
2. Check if the Wi-Fi network's password is correct and entered properly on the customer's device.
3. Ask the customer to forget the Wi-Fi network on their device and then reconnect again.
4. Verify if the Wi-Fi router's firmware is up to date.
5. Try resetting the Wi-Fi router to its factory settings if necessary.
6. If all else fails, suggest contacting the customer's internet service provider for further assistance.

Answer 2

Probing questions to troubleshoot a Wi-Fi connectivity issue without internet access include:

Is the Wi-Fi signal strength strong, and are you connected to the correct network?

What are the probing questions?

Have you tried connecting to the Wi-Fi using another device?

Are other devices connected to the same network experiencing internet issues?

Have you attempted restarting the router or modem?

Have there been any recent changes to the network settings or passwords?

Can you access the internet using a wired connection?

Troubleshooting involves verifying the network connection, checking for signal strength, rebooting the router, confirming correct network settings, and testing other devices for connectivity to isolate and resolve the issue.