Fibre Cut in Zurich 4-5h repair
Update: Between Goshen St to Spruce Villa is effected. Repair will be 4-5 hours.
Customer Service Improvement Strategy
We are taking action to improve our Customer Service. Usually we are already doing these items but this list is an official policy and will be kept up to date here. Take these very seriously and adhere to them. This follows up on what I brought up to the meeting …
CIRA Firewall Ticket Opened
Sept 9: No longer receiving calls regarding this. Ticket opened looking into why so many click tracker domains have recently been blocked. So far we have bypassed many. Continue to follow the procedures to test and escalate when customers report websites not loading.
Test if site is blocked in CIRA Firewall
Use nslookup to determine this. Remember to test the domain with and without the www if it is a root domain. If it resolves to the IP 162.219.51.2, it is blocked in our CIRA Firewall and we will need to escalate to have it unblocked/bypass the CIRA Firewall. Use the …
Amazon Firestick Remote Reset
Please use these instructions from Amazon when a remote needs to be re-paired with the Firestick. Always tell the customer they should have the Fire TV app installed on their smartphone/tablet as a backup remote for any issues, or if the remote is ever lost / fell in the couch. …
Updated Hay AMP Escalation Procedure
May 20, 2021 Updated AMP Escalation Procedure Continue to do everything as usual except when setting the ticket status to AMP Escalation in Ivue. Before setting the ticket status to AMP Escalation, assign the ticket to both Geoff Stasik and Ryan Williamson. Then save the ticket. Following the save, set …
Do Not Factory Reset Your Laptop
The laptop you are using is not to be factory reset under any circumstances. Setting them up for work is a time consuming process and we are all very busy and do not need extra work to do. These are not ‘your’ laptops they are provided by the company so …
Updated: Costs of Replacement Remotes
The changes made regarding charging remotes at beginning of Feb 2021 have been recalled and we are reverted back to what we have always done, keeping it business as usual. This includes the current price of $25 to replace XTV remotes.
Share Photos With Support Over Text
Customers can send photos and share them with us over text. The photos sent in will arrive in the assist@my-support.ca mailbox. The number to text to is 807-700-4500.