Service Outage - Rural Internet DT

Last updated 1 year ago First published 23 March, 2017

internet English Rating: ALL ages Shortest path: 3 nodes Longest path: 17 nodes Possible solutions: 38
Transcription
  • What is the customer’s subscriber status? Disconnected. Seasonal Disconnect. Connected. Disconnected for Non-Payment.
  • The customer must pay off the balance showing in their Account History Tab before we can reconnect service and change their subscriber status to Connected..
  • We can change their subscriber status to Connected and they should come online within about 10 minutes. There is a $25 reconnect fee added to their next invoice unless the subscriber is on a 3 year contract..
  • Escalate a Work Order Request ticket with the location, package, and contact details for the ex-subscriber..
  • In there a notice about a service outage for the subscribers AP? No. Yes.
  • Inform the customer of the notice for their area..
  • What is the customer's radio status? Offline. Clearing. Online.
  • What kind of router does the customer have? None. 3rd party router. AirGateway. AirRouter.
  • Power cycle the AirGateway by unplugging the black power cable for 10 seconds. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Try to help the customer get a device online and escalate a ticket if you are unable to do so..
  • Power cycle the radio by unplugging the power supply for 10 seconds. Power cycle the AirRouter by unplugging the black power cable for 10 seconds. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Try to help the customer get a device online and escalate a ticket if you are unable to do so..
  • Power cycle the radio by unplugging the power supply for 10 seconds. Power cycle the router by unplugging the black power cable for 10 seconds. Can the customer load web content? Yes. No.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Bypass the router and connect the radio directly to the ethernet port on a device and then power cycle the radio and wait 2 minutes. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Try to help the customer get a device online and escalate a ticket if you are unable to do so..
  • Power cycle the radio by unplugging the power supply for 10 seconds. Restart the computer or device. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Restart their device. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Does the customer have an alternate device with an ethernet port you can connect the radio to? Yes. No.
  • Try to help the customer get a device online and escalate a ticket if you are unable to do so..
  • Connect the radio to the alternate device and then power cycle the radio. Wait a couple minutes. Can the customer load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • What kind of wireless radio (SM) does the customer have? Canopy. Ubiquti.
  • Power cycle the radio by unplugging the black ethernet cable from the PoE port on the Ubiquity power supply for 10 seconds. Wait a couple minutes and then click refresh SM status in BAM4. Does the radio come back online? Yes. No.
  • Is the light on the power supply on, off, or flashing? Off. Flashing. On.
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Please disconnect the black outdoor rated cat5e cable from the port labeled PoE. Is the light on the power supply on or off? Off. On.
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Connect the power supply to a different power outlet. Is the light still off? No. Yes.
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Please restart the decision tree..
  • Is the customers signal strength between their radio and the access point good or poor? Poor. Good.
  • Is the customer able to load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Please restart the decision tree..
  • Is the customer able to load web content? No. Yes.
  • Please escalate a ticket and ask the customer to call back if they have further issues..
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Power cycle the Canopy radio by unplugging the Canopy power supply for 10 seconds. Wait 2 minutes and then click refresh SM status. Is the radio back online? Yes. No.
  • Is the customers signal strength between their radio and the access point good or poor? Good. Poor.
  • Is the customer able to load web content? Yes. No.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Please restart the decision tree..
  • Is the customer able to load web content? No. Yes.
  • Please escalate a ticket and ask the customer to call back if they have further issues..
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Is the light on the Canopy power supply On, Off, or flashing? Off. On. Flashing.
  • Please escalate a ticket and let the customer know tier 2 will investigate further..
  • Is the black outdoor rated cat5e cable from the radio outside connected to the port labeled "To Radio" on the Canopy power supply? No. Yes.
  • Please escalate a ticket and ask the let the customer know a tier 2 technician will investigate further..
  • Please connect the black outdoor rated cat5e cable from the radio outside connected to the port labeled "To Radio" wait a couple minutes and restart the decision tree (DT).
  • Please disconnect the black outdoor rated cat5e cable from the port labeled "To Radio." Is the light on the power supply On or Off? Off. On.
  • Please escalate a ticket with your findings and the let the customer know a tier 2 technician will investigate further..
  • Try a different power outlet. Is the light on the power supply on or off? Off. On.
  • Please connect the black outdoor rated cat5e cable from the radio outside connected to the port labeled "To Radio" wait a couple minutes and restart the decision tree (DT).
  • Please escalate a ticket with your findings and the let the customer know a tier 2 technician will investigate further..
  • Power cycle the Canopy radio by unplugging the Canopy power supply for 10 seconds. Wait 2 minutes and then click refresh SM status. Is the radio back online? Yes. No.
  • Please escalate a ticket and ask the let the customer know a tier 2 technician will investigate further..
  • Is the customer able to load web content? No. Yes.
  • Please mark the ticket as resolved unless the customer has a recent history of calling in about this issue..
  • Please restart the decision tree(DT).