The seasonal customers are returning to Green Haven. The service was turned up there this morning. Customers will need to be sure their radios are powered up and their routers should be programmed with PPPoE to connect. We will see them show up in the logger as usual once connected …
We should not use VOID on any trouble tickets – especially if the ticket you are voiding has troubleshooting notes or any information. Even if there is another ticket already opened for the customer please just close the duplicate indicating it is a duplicate ticket and also include the other …
Any time you reboot a Cable TV STB, for example when On Demand is not working, you will need to ask the customer to try it out again in 20-30 minutes. The STB takes time to re-load all the features. You can check that it has an IP in the …
After a customer goes on vacation in BroadHub the WTE account gets removed. When they return from vacation and want to log into WTE once again they need to register first.
Just was notified that MSC will be cutting Zurich over to the new cable modem equipment between 4 and 6am. The outage will affect TV and cable modems. Total downtime is expected to be no more than 20 minutes. For POPL IPTV Move if anyone calls in in the morning …
To confirm – we do not support WiFi printers and do not dispatch technicians to look into these problems. Support for WiFi printers is a simple “best effort” by support, or an on site technician if they are swapping the modem, just to confirm the customer has the correct SSID …
When a remote control is not working be sure to check what is lighting up on the top of the remote when they press buttons. If anything lights up – then we know the batteries are in properly. If they are trying to hit Guide and TV lights up – …
If a customer would like to forward their @hay.net or @ezlink.ca e-mail to another email address this is something that can be done through webmail. Have the customer log into webmail. From there they click the Settings link at the top right and then the Vacation/Forward tab. Forwarding options are …
We need to be careful what we say to customers when escalating a ticket into repair. Please do not tell customers you are sending someone out when sending in a ticket to repair. The only case where it is OK to do that is when you call or check in …
When you attempt to call into 236-4400 and get no answer this means that Marcel, Kraig and Chad, and anyone else who may be answering at that moment is busy. Please indicate in the ticket comments that you attempted to call and there was no one available. Many of you …