Updating June 19, 2019 to clarify that Stubbs does not dispatch techs on the weekend and they do not have an on call technician if a customer is completely down. From Stubbs:
Moving forward if someone is calling in with an issue can you please advise them that our tech’s do not work on the weekend and that someone will be in contact with them on Monday to set an app during the week (Mon – Fri) between the hours of 8-4. If they or someone cannot be on site during the week then they will need to make sure that the office has a spare key for the trailer to allow us access to fix the problem.
In Klondyke Trailer Park we provide the internet connection to Stubbs, who services the customers. Hay installed the CMTS and it is linked into Ezlink NOMS. Finding customers in Ezlink NOMS is all the same as usual.
Customers may call into support when their service is down or has an issue. All we really do is basic Cable Internet modem troubleshooting. Power cycling, checking physical setup, see if RF graph looks good or bad, etc… It will be very similar to troubleshooting general Hay Cable Internet. If a modem does not come back up, just Escalate To Repair and we will take it from there.
Differences for Klondyke Trailer Park:
- Customers must provide their own router and WiFi
- Hay WiFi is not an option for Stubbs Cable Internet customers in Klondyke Trailer Park
- Stubbs also does not offer WiFi
- Customers will need their own router for WiFi
- There are some existing Hay DSL Customers in Klondyke who are grandfathered in and can keep their DSL
- in most cases they will be on 10x1Mbps
- no new customers will be signed up for Hay DSL in Klondyke Trailer Park, they must go with Stubbs
- they will have the option of switching to the Stubbs Cable Internet to get faster speeds up to 100x10Mbps
- When a trouble gets Escalated To Repair, we will dispatch the ticket to Stubbs via e-mail and from there it will be in their hands from there