To be proactive in case any modem does not reconnect we have put up a phone message on the Zurich and Exeter business office lines: “We are doing scheduled maintenance early morning March 22nd. If you are unable to get online after 6AM please try rebooting your modem or router.”
We are migrating all dynamic subscribers to our new internet connection tonight. So PPPoE and DHCP customers will start a new session. If their router does not start it on it’s own the customer will need to power cycle. Connections in the middle of the night will drop and there …
Reminder – for IPTV problems be sure to reboot ALL STBs. Especially if they have been up for more than a few weeks. Or 125 days and 97 days like this one ticket that came in. If you do not know how to find out when the STB was last …
We have upgraded Standard Internet for Cable Customers from 10×1 to 20×2 Mbps. All customers with compatible DOCSIS 3 modems have been upgraded. The following letter was sent out to customers who need a modem upgrade. They will be invited to pick up a new modem at the office and …
This website (support.haycomm.ca) has been updated to use SSL by default. You may have to log in again. Please note that Firefox and Chrome are slated to start indicating if a website is insecure in a more blunt fashion with their next releases. They will focus on certain page elements …
This is just a piece of information to help for future reference. When a customer is getting quota warnings they will start deleting e-mails. Just note that if they are using an e-mail client, such as Thunderbird or Outlook, the disk usage percentage will usually note update right away. Have …
There are many cases where we get escalations when the answer to the trouble is in the previous ticket. Remember to get the big picture of the situation and review previous tickets when a customer calls in before escalating a ticket. You may find answers in the ticket comments and …
If a customer is unable to reach hay.net, or any other website, please have them clear the browser cache and try again. The IP address for hay.net has updated and it is up and running fine from all my tests. Just seems to be a caching issue. If that doesn’t …
We had a question regarding this via TT#40297. There is too much risk in doing this for a customer who has so many e-mails and who cannot afford to lose any of them. Also if they are concerned about losing their e-mails we would hope they have a backup in …
This year already we have had a couple issues with this so we wanted to send a reminder of what information is required to look into this type of problem. If a customer reports a VOD asset is not playing all the way through please indicate: name of the show …