Transcription
  • After bypassing the router power cycle the radio and wait about 3 minutes for it to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? No. Yes.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Click Show Traffic Rate. Is the customer’s internet saturated? No. Yes.
  • Please explain that something is saturating their connection. If you can, try to help them turn off devices until their connection is no longer saturated, run another speed test and document the results in a resolved ticket..
  • Power cycle the radio by unplugging the power supply for 10 seconds and plugging it back in. Power cycle the 3rd party router by unplugging the power cord for 10 seconds and plugging it back in. Wait about 3 minutes for the radio and router to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? No. Yes.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Run a speed test at http://speedtest.littleloon.ca Are the speeds within 80% of their package speeds? Yes. No.
  • Please explain that they are getting their correct package speeds, and try to find out exactly what problem they are having and document it in a resolved ticket..
  • What kind of router do they have? No router.. AirRouter. AirGateway. 3rd party router..
  • Power cycle the radio and wait about 3 minutes for it to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? Yes. No.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Power cycled the AirGateway and radio by unplugging the power cord for 10 seconds and then plugging it back in. Wait about 2 minutes for the radio and AirGateway to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? Yes. No.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Power cycle the radio by unplugging the power supply for 10 seconds and plugging it back in. Power cycle the AirRouter by unplugging the power cord for 10 seconds and plugging it back in. Wait about 3 minutes for the radio and AirRouter to come back online. Run a speed test at http://speedtest.littleloon.ca Are the speeds within 80% of their package speeds? No. Yes.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Can you walk them through bypassing the 3rd party router and connecting the radio directly to the Ethernet port on a computer? No. Yes.
  • After bypassing the router power cycle the radio and wait about 3 minutes for it to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? No. Yes.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Power cycle the radio by unplugging the power supply for 10 seconds and plugging it back in. Power cycle the 3rd party router by unplugging the power cord for 10 seconds and plugging it back in. Wait about 3 minutes for the radio and router to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? No. Yes.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..
  • Power cycle the radio and wait about 3 minutes for it to come back online. Click Show Traffic Rate and have them run a speed test at http://speedtest.littleloon.ca. Are the speeds within 80% of their package speeds? Yes. No.
  • Document your findings in a resolved ticket and ask them to follow up next time they have any issues with their internet service..
  • Please explain that all internet speeds are on a best effort basis and let them know that you have escalated a ticket and the tier two support team will investigate further..