Guru's Verification engine ensures consistency, confidence, and trust in the knowledge your organization shares. Learn more.

Tech Support Case Study: Realtek GbE Ethernet Adapter 100Mbps

Introduction

  • Client/Company Name: Alwyn Tan
  • Date of Support Request: 05 October 2023
  • Tech Support Team: Eugene Lim

Executive Summary

Provide a brief overview of the tech support case, including the main issue, the outcome, and its significance. This should be a concise summary of the entire case.

Customer had just received his new Dreamcore PC and connected the PC to an access point via a CAT 5E cable, but user was only getting 100Mbps when he was supposed to get getting 1Gbps. Eugene assisted via remote session, reinstalled the LAN driver, ensured that the network adapter configuration was correct, but still only able to get 100Mbps. The user had also tried to connect via a Gigabit USB Ethernet Adapter instead, where he was able to get 1Gbps, seemingly indicating that the Ethernet port on the motherboard was unable to achieve 1Gbps. Ultimately, changing to a CAT 6 cable resolved the issue.

Client Background

Briefly introduce the client or company and provide context for their tech support needs. Include information such as their industry, size, and any relevant background details.

Customer was a returning Dreamcore customer. This is his second PC.

Problem Description

Detail the specific tech issue or challenge that the client faced. Be sure to include:

  • Issue Identification: User e-mailed in via Zendesk at 1:28PM, with a screenshot of the issue along with comprehensive description of the problem and context.
  • Issue Details: Link speed only 100Mbps when it's supposed to be 1Gbps.
  • Impact: User unable to achieve high internet speeds.

Support Process

Outline the steps taken by the tech support team to address the client's issue. This may include:

  1. Initial Assessment: Confirmed that user had already reinstalled drivers, and had a 1Gbps router, with 1Gbps-capable CAT5E cable. Confirmed that user was experiencing 100Mbps via screenshot of network adapter settings.
  2. Communication: First over e-mail, but moved to WhatsApp for quicker communication.
  3. Resolution Strategy: Systematically attempted software fixes (change link speed type to Auto Negotiate, reinstalled LAN driver again), then changed cable.
  4. Tools/Technologies Used: Quick Assist.

Challenges Faced

Discuss any obstacles or challenges encountered during the support process, such as technical complexities, time constraints, or communication issues.

User had already spent the whole day trying to troubleshoot this by himself to no avail, so he was a little frustrated. User was also quite familiar with the technologies involved, as he was able to reinstall network driver and identify link speed correctly, so potentially could be dealing with a difficult user.

Solution Implemented

Explain the solution that was implemented to resolve the client's issue. Include:

  • Steps Taken: Eventually changed to CAT6 cable that user had.
  • Timeline: 30min from first contact on WhatsApp to resolution.
  • Testing and Validation: Ran speedtest to verify link speed is high.
  • Client Feedback: Customer was very satisfied with the quick turnaround time and complimented our aftersales service.

Lessons Learned

Reflect on the lessons and insights gained from this tech support case. Include any improvements or changes your tech support team plans to implement in the future based on this experience.

The biggest hurdle was that the user had used the same CAT5E cable with a USB Gigabit Ethernet Adapter and managed to achieve 1Gbps link speed, but the same cable connected directly to the motherboard only achieved 100Mbps. This seemed to indicate without a doubt that the port was faulty.

However, the difference between a CAT 5E and CAT 6 is susceptibility to interference. CAT 6 cables are better shielded. A 1Gbps link speed is only established between the router and the device if the router and device both agree that the connection is stable enough to support 1Gbps. In this instance, as the CAT 5E cable is less shielded, and the Ethernet port on the motherboard has more electrical interference than the USB Gigabit Ethernet adapter, the CAT 5E cable in the motherboard port did not support 1Gbps, but a CAT 6 cable did.

Conclusion

Summarize the key points of the case study and reiterate the positive impact of the tech support provided to the client.

Just because it looks like the port is faulty, does not mean you can jump to the conclusion - always make sure to test with a different cable especially when it comes to Internet speed issues.

Contact Information

Provide contact information for your tech support team or company for any further inquiries or assistance.
Eugene: eugene@dreamcore.com.sg

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.