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Modem: Speedstream
Operating System: Windows
Agent ID number:
Customers due date:
Modem: 2wire Homeportal
Operating System: Windows
Agent ID number:
Customers due date:
Modem: Speedstream 5100
Operating System: Macintosh OS
Agent ID number:
Customers due date:
Modem: 2wire Homeportal
Operating System: Macintosh OS
Agent ID number:
Customers due date:
Empty
Modem:
Operating System:
Agent ID number:
Customers due date:
Problem: The customer has no sync on his modem
Email:
Troubleshooting steps
9. The
customer does not have a hub, router or switch connected to the DSL modem
After several attempts to obtain
sync on the DSL modem the customer was not able to get sync on their modem. I
believe that a trouble ticket should be made out to so the Maintenance
department or the Provisioning department should recheck their DSL Lines.
Problem: The
customer can connect but can browse
Email:
Troubleshooting steps
There is no filter on the phone
line connect to the DSL modem
The customer is
using the same DSL phone line that was sent with the equipment
There is no phone line extension
on the DSL phone line
There is rollover lines connected
to the DSL equipment
Checked the customer resources
Ran msconfig
Uninstalled the browse that the CD
install on to his computer
Shut down all the customer
anti-virus and firewall software
Had the customer ping URL through
IP address and the websites url
Verified the customer was not
using a router, switch or a hub (or any 3rd party equipment)
Performed a Winsock rip and
rebuild
Problem: The
customer was directed to the wrong department
Email:
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Troubleshooting
steps
Verified that
the customer problem could only be successful handled from another
Department.
Offer to warm transfer the customer to the appropriate department. The
Customer
accepted and I warm transferred the customer to the appropriate dept.
Troubleshooting steps
Warm transferred
the customer to the appropriate dept. Informed the other department
Of the problem the customer was having. After the
representative at the other department
Had gathered all the information that she needed to handle
the customer problem she asked me to transfer the customer over. I introduced
the customer to the representative and they took over the call from there.
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Problem: The customer wanted to ask a few question before he
began the installation
Email:
The customer had a few general questions about their dsl
installation after I took all of the customer information from him to update
his account I began to answer the customer questions about their dsl installation.
Answered the customer question about the dsl installation
and unsuccessfully offered to help the customer through the dsl installation.
Problem: Customer request to speak to a supervisor
Email:
The customer called and was irate about the service they
were receiving. The customer then requested to speak with a supervisor
immediately. I obliged the customer but first informed them that I would be
better able to help them if they where to let me update her information. The
customer agreed and I asked the customer if I could place the customer on hold
for 3minutes or less and they agreed. I spoke with my supervisor and informed
him of the situation. At that point the supervisor took the call and helped the
customer.
I talked to the customer found
out why the customer wanted to speak to the supervisor and warm transferred the
customer to the supervisor.
The steps to
solving every call
1. All the phone lines are
filter on the phone line that the DSL is connected to.
2. There is no filter on
the phone line connect to the DSL modem
3. The customer is using
the same DSL phone line that was sent with the DSL kit
4.
There is no phone line extension on the DSL phone line
5.
There is rollover lines connected to the DSL equipment
6.
The DSL phone line is not plugged int a surge protector
7.
There is no satellite dish or alarm system connect to the DSL
line
8.
Customer is getting 0% return on an end-to-end and segmented
ping
9.
The customer does not have a hub, router or switch connected
to the DSL modem
If a customer fails every one of
these question make out a trouble ticket
More
to come
