If anyone calls to complain that they have received a NON email and the Coordinated Universal Time in the e-mail indicates a date before October 5th, 2017 we should just let them know it was sent in error and our system has been corrected. If they ask further questions about …
When a ticket that is set to “For Heroic Hurontel Support” has been addressed and in the case that it needs to be sent to repair please remember to change the ticket status to ‘Escalated To Repair’ so they get looked at in a timely manor. We come across some …
If a TV will not power on properly be sure to take the step of unplugging the TV from the electrical outlet and plug it back in. Especially after a power surge/flicker/outage. Also especially with Smart TVs.
We have found recently that some iOS users are unable to ‘verify’ after updating account settings such as new password or correcting settings. The error usually is ‘smtp server not responding’. Or if it reverts to the original password, in the case of attempting to update the password, it may …
If a customer calls in and is missing nearly all their channels please confirm in Ivue P&S what they are paying for and check the Minerva services. There has been about 6 cases where we had to re-add the Hay_Complete_TV package to the Minerva account. It will only be effecting …
Comtrend modems in CC+ give a parameter error “Received TR-069/CWMP Fault from Device: 9005 Invalid Parameter Name”. It is not causing any known issue so for now we are not going to investigate it. Please know that this doesn’t mean there is any issue with the internet.
Shortly there will be an outage at 10 Lake Rd apartments. MSC and Brad@Hay are running a new drop wire to feed the building. They have been experiencing intermittent and fluctuating signals in all apts. Some customers may call during this outage. The outage should not last more than 10-15 …
When you change a WiFi or email password and want it updated into ivue please do not send it via plain text e-mail as it can compromise the newly created password. Instead please send in an iVue ticket to repair and we will take a look at updating ivue and …
Some customers may have received errors or find that there were e-mail delays due to this down time. The server is back up and running fine as of a few hours ago.
We have moved all Comtrend 5374/5381u and Smart/RG SR505N/SR515ac modems into CC+. It is now much easier to find the right modem and update WiFi passwords. Some troubleshooting features are also available for the modems. The IP in NOMS should pull up the correct modem. If more than one result …