The perks of BYU Info

I swear there are fewer frustrating things that trying to help an older person navigate the internet or a website over the phone. Oh wow.

A lady just called to help her daughter log on to Independent Study, and apparently it wasn't working when they tried.

Here's about how it went:

Me: BYU Operator
Lady: Are you like the operator to tell me places are closed now?
M: (it's 7:30pm) Well, most offices are closed, but I may be able to help you. What are you trying to do?
L: I am trying to log on to my daughters myBYU and it won't let me. It says it doesn't exist and I swear she just signed in two weeks ago. She's been taking this class since June.
M: Ok, well is it for an Independent Study class? (anytime it's a call where someone is frustrated about their class, test, or that they can't get access to their class they are usually talking about independent study)
L: No, she's taking some math classes. It's for a high school program.
M: (yep, Independent study). Well their office is closed right now, but I can try to help you. What website are you on right now?
L: It says myBYU, Brigham Young University. But it won't let me in. (yelling next to the phone) LAUREN! com'ere! come tell this lady what's your class thing.
M: Ok are you at the independent study website?
L: I'm just on the home page. It says brigham young university. but it won't let me log on.
M: Ok, try going to is.byu.edu (the independent study website)
L: where is that? What did you say? I don't know what you're talking about.
M: The address bar. It's up at the top
L: what? Do I log in? Where are you at?I'm on byu's page.
M: Where the website address is. Up at the top. You need to try this other website.
L: So do I not go to mybyu.education.edu (Ok, this is totally not even a real website, I have no idea where she was getting this from) They told us to go to mbyu.edu.education (she switched it this time...) I thought that's where I'm supposed to go.
M: Well if that's not working for you, I think this different website might help. It's a different website, So you have to type in the URL bar "is (pause) .byu (pause). edu"
L: Where are you looking? I'm trying to log on to my daughters class. (yelling) LAUREN!!! what's your ID for your class? It just says BYU.
M: Ok, do you see at the top, the long white bar that probably has "http://byu.edu" in it?
L: Um, ya, like http:? I, hold on, this thing is too dark, (to the side) Lauren, how to do I make it so I can see it? (me wondering if she is doing this on an iphone or something?)
M: Ok so where it says http://byu.edu- that is the address bar.
L:ok so I take it off?
M: yes, you need to delete it.
L: ok, so I have the https://
M: no you have to delete all of it
L: all of it, the whole line?
M: yes. So delete it and type "I" "S"....(waiting)..
L: i.........s...............
M: Ok, so IS.BYU.......
L: ......ok.
M: .edu
L: Ok, I got it. and it has her name on it?
M: That means that you are logged in, so go ahead and click on the "mycourses" link, and it should show the classes she is registered for.
L: courses,courses, ok, oh there's her classes! How come it didn't work before?
Me: Perhaps you were on the wrong website? I would use this one from now on.
L: But they told us to use the byu.education.edu? I'm supposed to use that one
M: Well since that one wasn't working for you, and this one is, I think it would be more helpful to just use is.byu.edu.
L: well I'm gonna have to give them a call next week and see what's going on.
M: well they'll be open on monday morning at 7am. (in my head: I know what's going on! your going to a website that doesn't exist! use this one woman! is.byu.edu! that's all there is to it! sheesh.)
L: ok well thank you. have a good night
M: your welcome, you too!


wow. some people struggle with technology. and listening.