2021-05-25 23:11:49

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2021-05-25 23:14:34

I wanted to create a dedicated space where we can stick announcements and important information that everyone needs to see. Alot of times this gets posted in the daily chat and gets lost

2021-05-26 17:46:02

Reminder TCC: When creating an SO for a router pickup, you can only create these on tickets that have been opened on a 700-100 agreement. You can't create the so on for example a 700-500 (TCCTV) agreement. Make sure to keep booking your appointments through Sherri, a CSR, or myself

2021-05-26 18:05:19

<@U01N1MKP336> Make sure your checking these messages :slightly_smiling_face:

2021-05-26 19:05:22

Hay NOMS accounts have been adjusted for all My Support users. Please let me know if you run into any issues. Should be seamless, unless we missed a permission.

2021-05-26 19:05:47

<@U81H01GTV> has joined the channel

2021-05-26 19:06:16

has renamed the channel from "mysupportannouncementboard" to "mysupportannouncementboardofchampions"

2021-05-26 19:06:57

:loudspeaker:

2021-05-26 19:32:05

Blackout Days have been updated in the pay calendar to reflect our new support schedule. Any approved time off on these days will need to discussed directly with <@UJUDPEBA6> and myself before time off can be granted in the system. December 23 - January 6th has also been flagged as a blackout period. Any time off granted during this time will be on a case by case basis due to how the holidays fall to make sure we have enough staff on hand for the Christmas holidays. Let me know if you have any questions.

2021-05-27 14:27:10

Please make note of any Cable Internet customers who are reporting intermittent service since last week who are using Arris 860 or 862 modems. Many of them have had a Firmware update installed last week, and many more of them will be doing a firmware update on the next reboot. If we notice any problems with these modems we will want to notify Jeff@MSC right away. So far we have had Lambton Shores Municipality Fire Department call in reporting odd intermittent issues in the past week and we have swapped their modem to an Arris 820. Still waiting to hear if this has cleared up their issues. If the firmware is upgraded, the software version for these two models should read SW_REV : 9.1.103S5AT.

2021-05-28 18:45:42

When you are troubleshooting a cable box, if you have to escalate and there is more then one box on their account, please get the Host SN before escalating and put it in the ticket comments.

2021-05-28 19:42:05

If you are unable to get a hosted customers email working and all settings are correct, please verify the password they are giving you is correct by checking on their webmail. If it doesn't work further call either me or Marcel and we can check to see if their IP is being blocked, but please check the password is correct first. This is for Hay.

2021-05-28 19:44:53

Everyone please review ticket 79515 and read what I did in this case.

2021-05-28 19:50:36

Also if marcel and I are unreachable by phone & an issue like this comes up before we are both done at 4:30pm for this sort of stuff, feel free to send us a slack asking for help as well. We are pretty good multi taskers. I know for this ticket it was after we both left, but just saying for future issues.

2021-05-30 15:23:35

tried checking a Hay wireless customer in Cambium, but got this message - Access Pending Thank you for your interest in Cambium Networks. We are presently processing your request for access. We will send an email to `` when processing is complete. You can contact the account approval team if you have any questions. Thanks.

2021-05-30 15:27:10

I will have to follow up with this and see where the auth is

2021-05-31 16:09:47

Everyone please review 35233 on TCC side. No troubleshooting was done in this ticket, customer was just told to get our router, I looked and found an issue. Please read over this.

2021-05-31 16:24:00

Not sure what it is "Ethernet inerrors are continually climbing: 1351519 and going up." and how to check this. Can we have a quick session?

2021-05-31 16:51:14

When you go onto their equipment, their SM, in the statistics section there is an ethernet section, this shows the ethernet link and if there are any inerrors/crc errors.

2021-05-31 16:51:47

The ethernet should always be checked, same with bridging table.

2021-06-01 20:16:00

TCC: We are not telling customers that we will drop off things like STBs for self install when we are sending out a technician because of a trouble. The outside technician will do the install and verify it is working. We are never giving customer the option to do it themselves.

2021-06-03 14:45:57

TCC customers may report channel 36, CNN closed captions are garbled or in another language. I did confirm with my box that they are in another language. We are reporting this to on call.

2021-06-03 14:47:14

The Issue has been reported and will be looked into will update when we know more

2021-06-07 18:28:41

Daily meeting notes: *TCC:* • As of tomorrow, customers will be given a message before they join the queue: Tuckersmith Communications may send you an e-mail survey on the completion of your trouble to follow up regarding the reason you called in today. If you do not wish to be contacted about your issue once your ticket has been closed, please let the technician know at the beginning of your call."  For us to send them the survey you will have to ask the customer if they wish to receive the survey, if so then when you open their ticket you will go to the Open Field(s) tab, check mark the Is a Queue/VM call and put in the date, this will send a survey to the customers if they have an email on their account, if they do not then they will not receive a survey, they are not guaranteed to receive a survey but the option is there if they don’t mind it being sent to them.   If the customer does not want the survey, then still put the date, choose is a queue/vm call but also choose Customer declined survey and it will not send them a survey.   This feature will need to be filled out before we are able to close the ticket so we need to make sure we are doing this. • For copper customers - please make sure that if you have tried all other troubleshooting you are doing a factory reset on the modem, this needs to be done before the ticket can be escalated. You can do it by logging into the modem, if for some reason you cannot the customer is able to, but make sure they are only holding it down for about 2 seconds, otherwise the modem may never come back up and we will have to replace it. *HAY:* • You will not need to do any factory resets on cable modems, just do normal troubleshooting such as reboot and reseating the coax, factoring the modem will not bring it back up so there is no need to do that. • No need to factory DSL modems either when there are sync issues, just do all other normal troubleshooting. Also please make sure when you are done reading an email/putting it into a ticket that you are putting that original email in the done folder so that we all know it has been looked after already.

2021-06-08 15:28:36

TCC: You cannot open and close tickets in the same window. At the start of your call, open the ticket fully, then close it properly at the end of your call. Do not select a resolution when you open the ticket to instant close.

2021-06-08 15:29:44

Also, if a customer declines the survey, you still have to select it was a queue call or not

2021-06-08 15:29:50

for tracking

2021-06-08 19:42:14

Make sure you are putting the correct name of the person you speak to in the Reported By: field. This is the name that will appear on their survey so make sure its filled in and correct.

2021-06-08 22:35:25

General Reminder: TCC tickets can be reopened up to 72 hours after the ticket been closed.

2021-06-09 14:44:47

Reminder: Every ticket that is set to VM left, waiting on customer, and for example Monday, Tuesday, Wednesday etc.. or Needs to be called Monday, Tuesday Wednesday etc... needs to be checked every day and set back to their proper statuses (My Support, My support Needs to be called etc..) I am in most mornings at 8am so I normally do this but it is expected if I am not in that the 8am person does this.

2021-06-09 20:13:46

TCC: You do not need to mention the survey to customers at all during any of your calls. Just keep making sure your dating and selecting whether its a queue/vm call on each call. The customers are played a message when they call in and told to decline the survey with you if they want to decline, otherwise they MAY recieve a survey. You don't have to mention the survey to the customers in anyway. If a customer says they don't want one, check the decline box and save and move on.

2021-06-09 20:14:27

Support Meeting (Hay) • AGM tonight (see below) • New routers were expected in July but are shipping out sooner, more information will be posted when necessary. • On the evening shift continue to review tickets all the way until the end of the shift (My support VM tickets, monitoring tickets etc..) • We are required to ask COVID-19 questions still when escalating tickets. For the General Meeting tonight: Customers should receive an email with all the information in regards to the elector ID and password. If they have any troubles we can redirect them to: Support number for Voting Issues:  (Data On the Spot) Or to Vote By phone. It answers with "Welcome to Data on The Spot phone support. If you are in a live event and require immediate tech support please Press 1. To cast a vote in an election over the phone, have elector ID and password ready and press 2." Website for AGM:  It will be aired live on • Channel One •  Community-In-Video page:  Everyone should review that page and be ready to direct any customers here if they call in.

2021-06-10 13:43:23

Support meeting today is at 3:30pm

2021-06-10 19:49:35

*Daily Meeting Notes:* • Please make sure you are reading everything in slack and check marking everything that applies to you. We really need to start doing this, it is a requirement as important information is posted in most channels especially the my support daily channel, in the my support announcement board channel and even the hay support channel on hay slack. • Make sure when you are making TCC calls you are using the TCC button for calling out on your phone, do not dial from the allworx app as it shows up as hay communications not TCC.  Too many times a customer from TCC calls into the Hay Q and listen to the Hay hold music, this should not be a thing and we need to make sure we are differentiating between the two companies. It’s the same with AMP as well.   • Remote Review of Basic and Coloured Buttons (HAY):  • Pressing the GUIDE button at ANY time will take you into the XstreamTV guide  • At ANY time while using the STB pressing the colored buttons at the top will take you to;  • RED - your recordings  • GREEN - Xstream Replay menu  • YELLOW - All movies menu  • BLUE - All shows menu  • All this information is on the hay website as well under Quickly Access Menus Using the Remote:   TCC’s colour scheme for the remote is different, I will post a FAQ about it if there isn't one already.

2021-06-10 20:11:35

TCC: Sara VanDrunen: So as of tomorrow we can go back to 'no appointment required'

2021-06-10 20:11:47

This is for in store visits

2021-06-11 13:53:13

TCC: If a customer has a comtrend modem instead of an OVISLINK modem, you cannot factory reset it. The comtrends will die on the spot if you factory it and then we have to go out.

2021-06-11 16:32:20

If you are unsure of how to spell someones name for the Reported By field, please ask the customer the proper spelling of their name please :slightly_smiling_face:

2021-06-11 17:37:09

Meeting is at 3:30pm

2021-06-11 18:12:17

804Mesh is $4/month

2021-06-11 19:16:29

TCC: We never split 2.4 and 5ghz on our Zyxels. It breaks smarthub.

2021-06-14 15:34:14

Please remember that Mr. or Ms. are not acceptable Reported By names. I need the actual name of the person you spoke to even if its the same as the account holder.

2021-06-14 18:03:24

For reference as to what I have mentioned before, make sure you are using the TCC button for TCC call backs and the Hay line for Hay call backs. Here's what it looks like in the allworx interact if you are not sure you are using the right phone line: It will show TCC support (phone number) if you are calling out with the tcc line, and it will show HAY COMMUNICATIONS (phone number) if you are calling out with the Hay line. This is just for example:

2021-06-14 18:03:24

image.png

2021-06-16 17:00:21

Please take note that passwords should not be sent in plain text over email. Preferably verbally relay it over the phone.

2021-06-18 12:47:17

Make sure your still doing Open Fields on TCC tickets. Even though the requirement is off to enter the date, I still expect this to be done on every ticket.

2021-06-18 15:52:55

TCC Boldnet password has been changed to Summer2021, please update Keepass.

2021-06-21 12:35:22

I have 18 tickets in the last 3 days that were closed without being checked for survey eligibility. This shouldn't be a thing

2021-06-21 14:31:59

Check out the TCC Survey Results. They will be updated frequently. support/xwxCum36&2du1MCENWZa#vUk

2021-06-21 14:57:25

Good job to everyone for making sure you are using the TCC line and HAY line properly. :slightly_smiling_face: Haven't seen any issues since I last brought it up.

2021-06-22 12:14:47

Make sure if someone emails us back that we are putting the responses in the tickets, if you can't find that ticket let us know so someone else can, dont just put it in the done folder.

2021-06-22 18:45:58

Daily meeting notes: Make sure you are using the appropriate statuses when at work. Example: Outbound call for outbound calls Other for meetings or working on something etc...

2021-06-22 18:46:48

For hay side we are short staffed until July 5th for repair so please make sure you are doing all troubleshooting steps before sending to repair.

2021-06-25 18:30:23

Daily Meeting Notes: *In general:* • Please make sure when taking VM tickets, you put more detail into the comments, if they don’t specify more detail then please put that in as well (EX. Customer having issues with TV, did not specify more than that) I have noticed recently that there aren't very detailed tickets opened from VMs and I just want to make sure we are putting all details the customer gives us that is relevant in the VM so that we have a bit more information to go off before we call them back.  • Before calling back a ticket, it is a good habit to get into looking at their equipment and putting some notes in the ticket before calling.  This will speed up the process when giving customers a call back and will give you some more information before going straight into the call. It also provides vital information to the next support team member in the case that you leave a VM for that customer & someone else calls them back later or the customer calls back in and someone else gets them instead.   • When you are leaving a VM please write down in the ticket what you said in the VM.  For example, in most of my voicemails I will tell them what I am calling about, then give them the support number to call back as well as the support hours & I note it in the ticket as such: Called and left John a VM asking for him to call back when he can troubleshoot the email. Gave him the hours of support and the support number.  *For TCC:*   • All tickets entered to be called that are for businesses should be set to needs called first. same with phone troubles as these are priority tickets. • Survey results are updated every day, you can look at this on  

2021-06-28 13:11:11

Don't forget you still have the MMS gateway at your disposal.

2021-06-30 12:14:30

If you call a customer and get no answer and no VM is available, do not set it to "Waiting on Customer" - you are not waiting on them, you need to try again later so leave it set to either My Support for Hay, or My support needs to be called for TCC and put in the comments you couldn't reach them, try again later. A lot of tickets have been ending up on Waiting on Customer when they should not be.

2021-06-30 12:15:13

Example ticket is 80325 - this was set to waiting on customer.

2021-06-30 12:18:16

Example ticket for TCC is 35833, this was also set to Waiting On Customer after the second comment.

2021-06-30 20:29:49

TCC: Remember that after hours (after 4:30pm on weekdays, and weekends, holidays) you must assign your escalated ticket to ONCALL PHONE after escalating the ticket using the normal process.

2021-07-02 12:16:12

Please make sure you are logging every email that comes in that is relevant to support, even if it is a customer just saying that what we told them worked. For example, ticket 35756 sent an email back to me on the Wednesday and no one put her response in the ticket, just put it in the done folder. The only reason I knew about this email was because it popped up on my phone on Wednesday so I knew when I looked at the ticket this morning it was missing that response. If you can't find the customer in that email then ask someone else to have a look, do not just drag the email in the "Done" folder.

2021-07-02 12:17:09

Also if you are working a holiday or a weekend shift and you have to escalate something to repair, set the ticket to ON CALL PHONE after the escalation process so a tech can go out if they have a chance. If you don't, no tech will know about it and won't have a chance to go out.

2021-07-03 12:57:04

When you call someone and the line is busy, do not set the ticket to My Support VM Left, as you did not leave a VM. Please leave it on My Support to try calling again later.

2021-07-03 12:58:13

*Example ticket is from Hay side:* *80394* *Last comments were this:* Spoke to someone. Was told to call 8114 number. Called 8114 number and line was busy. *And then it was set to VM left. There is no indication that a VM was left.*

2021-07-03 13:02:02

*Hay side: Ticket 80354* *Last comments were:* Customer called back. They are offline in USS. Rebooted power injector. Tried to reboot router and got disconnected. Called them back and left a VM to continue trouble shooting. *This was set to Waiting on Customer, should have been set to My Support VM Left.*

2021-07-03 13:41:36

For TCC side, make sure you are still doing the OPEN FIELD please.

2021-07-05 13:48:16

TCC: Please make sure you are checking with level 2 before escalating any trouble to repair.

2021-07-05 15:48:11

Friendly reminder to take breaks when appropriate, you do not want to be taking breaks too early after you start your shift. 2 hours after you start working is when you can start your first break. You need to at least be working for a little bit longer then two hours before taking your first break. Unless there is something that you need to leave quick for and have to take a break for, then please let someone know.

2021-07-05 16:08:48

Also, Open Fields on tickets for TCC are not being filled out. This should be done when a ticket is opened

2021-07-05 18:00:46

Meeting will be rescheduled to 3:30pm when Matt is in.

2021-07-06 14:05:27

Just went through a lot of tickets open and hardly any of them had the Open Field checked off. This needs to be done on every TCC ticket please.

2021-07-06 15:57:27

When your leaving voicemails please note in the ticket what you said in the VM. Thanks. :slightly_smiling_face: Example: Called and left a VM letting them know they should be up and running now but asked them to give us a call back to let us know for sure. Gave them the support number and the support hours and asked they call whenever they get a chance too.

2021-07-06 16:39:56

Please make sure you are dialing the right number when calling a customer back, has been a lot of tickets recently where someone tried calling and couldn't get through because the number was disconnected, but then someone else tries and gets through just fine. So please if you get that message, double check there wasn't a mistake when you dialed.

2021-07-06 20:44:45

VM left tickets need to be called at least twice a day if possible.

2021-07-06 20:45:15

If you call them in the morning and leave a VM, try later on in the afternoon again. Two times is enough for one day.

2021-07-07 12:23:46

• *Break Complaints* - We are generally flexible if someone needs a break but we do have to be considerate of our co-workers as well.    We are pretty generous with our flexibility to begin with as in Ontario we are not required to give any breaks besides a lunch break after five hours.   We for sure want to keep our flexibility but should ask everyone to be considerate to their co-workers when they do need a break.  Please check with co-workers to be sure it is a good time to go for an early break if you can. • *Hay AMP Tickets* - Please make sure all tickets assigned to Geoff and Ryan for AMP Escalations are marked with the proper ticket status of *AMP Escalation*

2021-07-07 15:41:32

Everyone please review ticket 80509

2021-07-07 17:26:29

As well as ticket 80511

2021-07-07 17:37:15

Hay tickets - COVID questions have to be ask before escalating. The review tickets I posted earlier was for everyone to look at. There was not enough details in the tickets and they were sent back to support so that we could put all information that needs to be in there. Please make sure you are doing all troubleshooting and writing every detail in the ticket comments.

2021-07-07 21:23:43

FYI: Nobody at support should be telling a customer that "rebooting the router is not necessary".

2021-07-07 21:24:27

FYI: Rebooting the router, or getting a new WAN IP if that happens, does not have any effect on XTV service.

2021-07-07 21:26:28

FYI: XTV service has lots of bandwidth and there is no issue with us hitting our bandwidth limit at this time.

2021-07-07 21:28:17

FYI: XTV recordings are still streaming when the recordings play back. It is a cloud PVR service so it streams back to the user's device.

2021-07-07 21:40:56

FYI: The XTV service works as is at this time. If a customer wants to criticize how it works, or provide feature requests, we will only receive that via email to ... not over a support call.

2021-07-07 21:41:47

The app will be updated in time as we know, and as Christopher mentioned the beta is being tested.... But we will not receive complaints of functionality or how it works over a support call. It will have to be submitted to the company via .

2021-07-07 21:44:27

FYI: Overnight router upgrades will happen even if a user is using the service.

2021-07-07 21:45:59

FYI: If you force close your web browser, your web apps may have issues. You should Clear All Website Data if this happens and you have issues with XTV.

2021-07-07 21:50:50

FYI: Modern Browsers increase their security with updates. For example, it is common for browsers to be more strict with blocking trackers and cross site cookies. For WTVE to work smoother, you could change the settings. For example in FireFox go to Options, Privacy & Security, change to custom, and uncheck Cookies. Similar option will be in Chrome. This happens because the browsers increase their default security, it doesn't have anything to do with Hay.

2021-07-07 21:51:23

FYI: Customers can reboot their routers, including ONT's via SmartHub.

2021-07-08 14:14:07

I am about to send an email reply to Dorothy Gimpelj 10226394. I am offering to assist her over email and letting her know I've instructed the support team to provide support to her over email rather than the phone so we avoid any further situations like Natalie experienced the other day. Brian will be CC'd so he knows the route we are going with support for this customer. Also, for all email correspondence with her, keep copies of all email in the inbox under the Customer Specific\Dorothy Gimpelj folder.

2021-07-08 14:15:16

Perfect.

2021-07-08 14:22:12

Also, in all email communication with her, please cc to be sure we have an easy record of the communications.

2021-07-09 12:48:09

Customers are slowly moving over to the new TCCTV version of Mobi. Ill post updates as they come. So far so good.

2021-07-09 12:48:09

image.png

2021-07-09 13:07:12

Primary sick email is . is also set so which ever one you remember will end up at the correct place.

2021-07-09 14:54:01

Please take note of the updated supported devices list for XTV. One thing to note in particular is that all web browsers now have higher version requirements.

2021-07-09 14:54:28

The list is also now searchable so you can find devices quicker.

2021-07-09 20:20:58

If Dorothy Gimpelj emails back in on the weekend <@U01N1MKP336> <@USANXL7TL> please copy the email response into one ticket comment in the same fashion the other email responses have been entered into the ticket and move the email to her special folder on the inbox. Do not respond to her emails, leave it for me to respond on Monday.

2021-07-15 13:22:12

Make sure you get the correct contact information for every customer please.

2021-07-15 14:18:23

Hey, if you are going to assign a ticket to me, please let me know you are doing so. I just happened to notice a ticket was sent to me yesterday but I was not in. Even if I'm not in and you are sending someone to talk to me when I am in, please let me know.

2021-07-15 16:13:27

Please make sure you are doing open fields for TCC tickets, I have been going through daily making sure to add them to everyones tickets.

2021-07-16 12:18:48

For AMP tickets we need to make sure we are making an effort on trying to fix their problem before sending it to amptroubles. If you arent sure of the problem or how to fix it, use the knowledge base, if you cant find the answers in there then when you message the amp guys let them know you checked the knowledge base. You can also do simple things like rebooting for some troubles, try that. You can reboot in partner portal for cameras etc..

2021-07-16 12:19:07

We need to be trying with these tickets and not just giving them right to the AMP guys.

2021-07-16 12:23:30

You can always ask me as well for some help, I may not be available by phone but you can always slack me. Christopher also has some knowledge since he has an AMP system so you can always ask him a question if needed. We may not be able to answer the question but at least this way you have tried. You can also submit a ticket to and they can either fix it or send solutions.

2021-07-16 15:57:47

Everyone - At Hay we still ask the COVID-19 questions for all escalations. I have had a large number escalated without them recently.

2021-07-19 15:28:14

Remember if you leave a VM, please explain in the comments what you said in the VM, do not just put "Left a VM, or VM left" Example: Called and left Lindsay a voicemail asking her to call us back, gave her the support number and hours.

2021-07-20 20:30:42

Remember VM left tickets need to be called twice in a day. There are some on both sides, if they have only been called once, please try again today.

2021-07-21 12:47:36

If a customer contacts us over e-mail, we are not calling them and leaving voicemails. We are going to e-mail them back and troubleshoot/contact the customer over the method they contacted us with. See 36156

2021-07-21 12:49:42

Like Christopher said, same with when this happens at Hay.

2021-07-21 18:44:03

Daily Meeting Notes: • If you open a ticket with the Subscriber Report "Internet Problems" but later determine that the issue is WiFi related, be sure to update the Subscriber Report to the proper "Internet WiFi Coverage Issues".   Same for other types where you may have not selected the best Subscriber Report to begin with. • I am going to start assigning the two morning people to either queue calls or callbacks, we can start call backs at 8:30am. I am doing this so we can start getting call backs and VM calls done sooner rather than later. • The softphone testing is on hold until we get a chance to ask Chad to review some of the glitches we have been noticing.  • We need to be logged into the queue by 8:15am in case a call comes in early, for hay side.

2021-07-21 18:47:39

Outside Repair techs at Hay asking me to give a friendly reminder to ask customers for the best number to reach them at and add it to the Phone Numbers drop down, or use Alternative Number if it is a one off number.

2021-07-21 18:50:49

Alt number is a good option even if the number is in listed as a contact. Alt number is specific to the trouble ticket and is easily identified as primary ticket contact number when there are multiple.

2021-07-21 18:48:33

Brian@Hay also asked that I tell you the management really appreciates that we have been adding email addresses to the Contact drop down. Keep up the good work there!

2021-07-21 20:07:47

I pushed the remainder of the Kaons the new TCC TV code and everything looks good. There is the odd straggler but almost all customers are on the new version now.

2021-07-22 18:54:26

Open fields for TCC are no longer required. They have been deleted.

2021-07-27 12:24:05

If you update a ticket assigned to someone please let that person know.

2021-07-27 12:29:15

sure

2021-07-27 13:45:14

Channel 32 - MSG TV, TCC has low sound, on call is already aware of the issue and are looking into it.

2021-07-27 14:13:12

Due to our payroll provider being closed on Monday August 2nd, *all timesheets will need completed by end of day Thursday July 29th* so that they can be input Friday morning. Any OT hours for the weekend can be added to the following pay period.

2021-07-27 15:42:20

New Hay Bold Password is Summer2021

2021-07-27 15:42:27

Please update in Kee Pass

2021-07-27 18:29:17

Daily Meeting Notes: Wireless issue for Huron Park Towers is still ongoing for Hay side, still no ETA of when it will be resolved. Chad is working on it.

2021-07-27 18:31:07

Also, for Hay remember to add equipment to the equipment tab in Ivue if it is not populated.

2021-07-28 12:22:05

The CNBC channel will be showing the CNBC WORLD content for the duration of the Olympic games. The regular content of the CNBC channel will be reverted back once the Olympic games are over.

2021-07-28 15:41:42

2021-07-29 13:44:43

If a Wireless Internet customer has trouble in Green Haven, please update the ticket comments with their IP, current signal, link text results. Then do a ping test for 1 minute and post the results. We are seeing some customers getting packet loss when pinging the radio, if this is happening escalate to repair after doing all the above.

2021-07-29 13:55:42

If you get to a ticket that is regarding a router firmware update a customer may be feeling uneasy that the call is not legitimate or a scam. Encourage the customer that that is the right feeling to have and invite them to call back at the official Hay office number and ask to be transferred back to you.

2021-07-29 14:00:41

Reminder that PQC tickets are lower priority than all other tickets, VMs, callbacks, queue, etc...

2021-07-29 15:06:15

Amazon Firestick Remote Troubleshooting Reset steps. Be aware of this as you may get calls in the future where we need to take these steps.

2021-07-29 18:19:50

2021-07-29 19:33:15

*IMPORTANT FROM JUSTIN*

2021-07-29 19:33:16

A reminder to complete timesheets at the end of the day as I will be processing early payroll tomorrow morning.

2021-07-30 12:41:00

Review ticket: 36314 has some important notes about an Amigo trouble in case you encounter this in the future.

2021-07-31 15:07:47

On the weekends, if you are escalating a ticket for TCC, after doing the escalation process you need to assign the ticket to ON CALL PHONE. If you do not know how to do that, then please ask me.

2021-08-03 17:07:25

It is clear that some are not asking the name of the person you are speaking with and putting it in the *Reported By* field. Please be sure to do this.

2021-08-03 17:13:36

Meeting will be pushed to 3:30pm when Matt is in.

2021-08-03 18:41:56

It is clear that some are not asking the COVID-19 questions for Hay Escalations. It is still Hay's policy and technicians and others at Hay are expecting it to be done when it is written in the ticket. I know for a fact that it is not being asked, yet it is being posted in the ticket comments.

2021-08-03 18:43:27

Please all do it until you hear further about Hay changing the policy. I would appreciate not having to speak to anyone one on one about something simple as this.

2021-08-03 19:57:24

Daily Meeting Notes: • Calendar has been updated for December/January, please review it and if there are any problems let Christopher and Marcel know. • Voicemails need to be checked and entered into IVUE at least every 30 minutes_._ This doesn't mean they need to be called back right away. It depends on how busy we are. This way if we enter the VMs in in a timely matter & it is very busy then its possible lvl2 and CSRs can help with some of them. • Please make sure to read over Marcels notes above this from today about the covid questions and grabbing the right names for your tickets.

2021-08-04 12:59:10

At Hay we've enabled 104.247.100.0/22 on our DHCP server and disabled 163.182.228.0/23. Please let us know if there are any issues related to the new block of IPs.

2021-08-04 18:06:20

Cable Internet - there is no higher package then 100x10

2021-08-04 18:11:17

Unless for TCC you see a special P&S for 200/20. Customer doesn't pay for this and it is only given out in special circumstances.

2021-08-04 18:11:22

But its never sold

2021-08-04 18:37:57

We need to make sure we are trying all troubleshooting steps before escalating. An example of one where no troubleshooting was done is TT 81207 I had to leave the customer with a VM but I put some steps in the top comments for you to look at to know what to do in this situation.

2021-08-04 18:39:03

We also need to be asking COVID 19 questions before escalating for HAY side. There have been multiple tickets today escalated with no questions being asked. Please start remembering to do this, it saves us from having to call back just to ask COVID questions when it should have been done at the end of the call if you are going to escalate it.

2021-08-04 19:46:06

I have noticed a lot of customers tickets are going to Waiting On Customer. I also notice I am the only one checking them everyday. Please make sure we are checking these on a regular, if the customer said they will call back if they have further issues, we can close the ticket. If you want to keep it open for a few days to monitor then please put it on monitor status. If we are simply waiting for them to get home we can leave it on waiting on customer, but the next day it needs to be called again and not simply kept on Waiting on Customer. Tickets are staying in the waiting on customer status for longer then they should be.

2021-08-04 19:47:04

I just closed a bunch that were to call back if the issue was to continue, I also sent a bunch of them to My support to check in with the customers as it has been a day or there are ones we can check again later in the day.

2021-08-05 12:49:26

Support techs are not to use ANY ticket status that does not start with My Support unless someone from Lvl2 has said otherwise.

2021-08-05 17:40:46

Just a reminder, TCC routers cannot be setup with no password. All routers must be setup with WPA2 and this should never be changed. Customers cannot choose to have no password configured

2021-08-06 19:07:57

Just a reminder that if a customer is on a Wireless AP that is having Interference issues, this will not cause the signal levels to get worse and it will need to be troubleshot if they have bad signal levels

2021-08-07 15:53:54

if you want a ticket to be looked at do not assign to a specific level 2 technician please set as escalated to repair so we are aware of the ticket to avoid them getting missed

2021-08-09 12:27:35

<@U81L1KUCT> has joined the channel

2021-08-09 12:30:34

Good morning support staff, I am requesting that if you have plans to enter any Hay offices that you confirm to me via email that you are fully vaccinated.

2021-08-09 15:23:40

KLON 222xx ONTs are showing Fibre Issues. Customers may experience pixellation on IPTV if they are on this splitter/section of ONTs. Set tickets to Outage Tracking. Jesse will look at the issue at the CO later this morning.

2021-08-09 18:25:40

Daily Meeting Notes: 1. If you are unsure of something or you think there may be more troubleshootig steps that you have not done for your escalations. Please call level 2 before escalating. 2. For TCC side, please do not use the ticket statuses LVL2 with Joseph or LVL 3 with Christopher unless told by either Joseph or Christopher, if you want level 2 to look at it and you cannot reach them then escalate the ticket to repair. 3. Notes need to be more detailed, if you do something with a customer please make note of it in your ticket.

2021-08-09 23:17:40

<@U01UDNMMW8Z> I can't close TT 36602

2021-08-11 12:34:57

For Hay - People Coming From USA: For repairs as well?   How do we confirm it is safe for us to go to a customer's house for repair if they just arrive back? *Brian DePaepe*  [4:28 PM] Good question. *Angela Lawrence*  [5:11 PM] I think we have no choice but to ask if they have been granted an exemption from quarantine and accept their answer and document it in the ticket

2021-08-11 14:29:09

For Hay when Escalating Adding two questions to COVID-19 questions for anyone who has arrived from the USA. When did you come to Canada? Were you told to quarantine? Anyone arriving on or after August 9 should have been told whether or not they had to quarantine. If they are elusive about the question of quarantining, it would indicate that they were told to quarantine and we should proceed with caution meaning we should wait the two weeks from arrival date.

2021-08-11 17:19:52

If a customer asks for credit for being down or having an issue, don't make any quotes or promises but do say something along the lines of "once your issue is resolved, speak to our office about your requests for a credit". This is because we don't know how long the issue may take to get resolved in some cases, and we don't do billing.

2021-08-12 12:57:11

Notes need to be more detailed on tickets. An example of a ticket where there are not enough detailed notes is 36686. Also not enough troubleshooting was done on this one either before it was sent to repair.

2021-08-12 15:37:41

Please suggest what should have been next step for 36686. When there is no light on modem and we have checked all the cables. Still no light on modem after thunder storm and power surge?

2021-08-12 15:39:36

• Can check the outlet going to the modem to make sure that there is power going to the outlet. • By checking cables, did you mean you checked if they were all in tight enough or just checked they were plugged in right?

2021-08-12 15:40:04

There was not enough detailed notes in the ticket, and a lot of tickets do not have detailed notes. Saying you checked the cables in not specific enough, what did you check?

2021-08-12 15:40:33

Also whenever there is no power going to something you need to make sure there is power going to the outlet wherever that device is plugged into.

2021-08-12 15:42:25

Also what you just said about the thunderstorm and the power surge was not in the ticket, that would have been good to note.

2021-08-12 15:44:52

My notes would have been this for example based on what information I have: No internet, customer reporting that the modem has been down since the thunderstorm as there was a power surge. There are no lights on the modem, I checked the cables, all of them were in tight and correctly connected. Tried a reboot of the modem and reseat of the coax cable of the modem and still not working. I also checked the outlet to make sure there was power going to it. Will need to go out as it seems like its possible the modem is dead.

2021-08-12 15:45:58

This is what I mean by more detailed notes.

2021-08-12 15:47:59

<@USC2UF467> <@U01T30C962X> <@USANXL7TL> <@U01N1MKP336> Everyone should read over these comments as well so you know what it is we should be doing and writing in our tickets.

2021-08-12 15:49:49

Since it is cable as well, we can also note the RF graph, the flap information as well etc..

2021-08-12 13:45:47

Please also read Pete's comments in the TT - 36674

2021-08-12 14:30:25

Couple notes on Cable Internet modem down escalations • Include the recent RF Graph readings • Include the query results for Show Modem Flap Information • Additional information you want to include that is pertinent to the trouble can be pasted into the ticket as well • Don't put in the ticket "need to swap modem" as swapping a Cable Modem is a decision for the on site tech to make - in many cases it is just a RF signal issue and when we say swap the modem it throws the tech off and they sometimes will waste time swapping the modem, or the customer will get the impression we have to swap it when we don't etc... When we escalate a Cable Internet trouble when the modem is down, the tech has to check the signal with their meter to confirm the RF signal is good.

2021-08-13 14:27:41

There is never a case where @hay.net needs to be in an email account username for @hay.net email accounts. We only use the full email address for hosted emails.

2021-08-13 14:29:20

I tried both ways and neither would work that time. Ill just try without the @hay.net from now on.

2021-08-13 18:39:17

Mitchell Seaforth has issues in the Highlands 2 and 3 area. Dale from MSC was there what we have heard is that they will be out to fix it early next week due to being short staffed and this is a pretty big fix.

2021-08-13 18:39:17

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2021-08-16 13:50:15

Dale mentioned there will be a short outage at Highlands 2 and 3 for maintenance.

2021-08-13 18:39:59

Any tickets from these areas should not be escalated to repair but instead put under Outage Tracking. Let the customer know it is due to an outage and it should be repaired early next week.

2021-08-13 18:41:08

So customers are completely down in that area or are they intermittent issues?

2021-08-13 18:46:41

Could be a mix of both.

2021-08-13 20:12:47

Clarification - MSC did a "bandaid" solution so customer should be somewhat working, so still escalate to repair so it can be sent to MSC on call if someone is completely down for hopefully another "bandaid" solution.

2021-08-16 12:24:40

Tickets the last 2 weekends have not been assigned to the On Call Phone so troubles are not being taken care of. It is very important that after hours (outside 8-4:30 mon-fri) you assign all troubles to the On Call Phone.

2021-08-16 12:34:06

When we have a Channel issue, and say its just on one channel we want to make sure we are doing these steps: -Reboot of the STB, if its IPTV reboot all STBs, if that does not work, then -Refresh, force poll and install warm on the box (For CABLE TV) -Note if he has multiple boxes, get the SN of the one having issues, if all boxes are having the same issue, note that in the ticket (For Cable TV) -If this does not work, or if multiple boxes are still having an issue with this after the troubleshooting, you can email , ask them if there is an issue with that specific channel on the service that is having an issue (ex, cable tv, tcc tv, etc...) and then make sure to let them know the company (Hay or TCC)

2021-08-16 13:50:15

Dale mentioned there will be a short outage at Highlands 2 and 3 for maintenance.

2021-08-16 14:46:52

On Saturdays when there are two people in, if the person assigned to call backs has no more call backs to do, then they must join the Queue with the other person & not stay on Outbound Call. If it is busy in the q and the other person needs help, the person on call backs should also jump in to help.

2021-08-17 12:22:38

Since we keep missing calling back VM left tickets two times in a day then in the afternoon everyday I will re assign them back to either My Support (HAY side), or My Support Needs To Be Called (TCC side) so that we don't miss them. If you can't get through the night and get them all done because it is busy, that is all good, we just want to try, that's all.

2021-08-23 13:41:53

TCC Zyxels are low in stock. Do not send someone in to get a router without talking to Level 2 first.

2021-08-23 19:10:47

I need a shift covered for Saturday September 18th. Anyone taking this day will get 8 hours of OT

2021-08-24 18:58:28

If someone with a Firestick is struggling to find the Hay Xstream App on their device, and if they have their Firestick registered with their Amazon account, they can go on a computer/phone/tablet to From there it will bring you directly to the Amazon App Store where you can sign into Amazon if you're not signed in, and deliver the app to your firestick from there.

2021-08-24 18:58:28

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2021-08-24 19:55:40

TCCTV is having an issue currently where loading the guide can cause the app to crash completely. TCC & Mobi are aware. I am waiting for access to a software update to fix the issue once I hear back from our Mobi Account Rep

2021-08-24 19:56:20

I don't have a fix though for anyone experiencing the issue. Its really bad on Firesticks 2nd gen

2021-08-24 20:04:28

I have also added as well if anyone wants to use it for the TCCTV side

2021-08-25 14:32:36

Remember with TCCTV if you encounter a customer with a stream count issue and they want more streams, you can follow FAQ 1087 to increase the stream count when customer wants more streams and the main office is closed.

2021-08-27 13:14:41

Status message FAQ 1088 has been updated and the way status messages are set have changed. You can set status messages, and put up a notice when there are higher then normal call volumes. If you have questions, let me know

2021-08-28 15:09:47

Does everyone still have their firesticks or boxes? If so then if there is a channel issue on TCC TV or Hay Xstream TV, we should be checking our firesticks or boxes when there is a channel specific issue before sending it to on call to verify if its a bigger issue or not.

2021-08-28 15:14:56

Also just an FYI, there is no need to factory reset cable modems, it will not do anything :slightly_smiling_face:

2021-08-30 19:47:09

When you call a customer and can't get ahold of them.. check to see if there are other contacts under their account that you can call instead.

2021-08-30 22:04:19

MSC did a Cable STB Upgrade the morning of the 17th of August. Some STBs being put in may have been in vans and did not get the upgrade. If you want to confirm you can check the STB software version. To confirm the new version, Press Menu, Press Menu, Choose Setup, Choose Cable box Setup, Choose Configuration. The first line in that menu should show S/W ver: 81.57 ? R31.1-3.r3 Do an Install Cold on the STB and then have the customer check it again after a few hours. If it is still a problem make sure the software version shows as above before escalating in. Before doing any Install Cold, make sure if it is a PVR you verify with the customer that the hard drive will be erased (should not be an issue for newly swapped ones, but just as a reminder always do this to avoid losing recordings).

2021-08-31 12:58:29

When pasting e-mails into comments, always included what time the e-mail came in please so that level 2 can see that info

2021-08-31 15:55:16

If you are taking a VM please make sure you are putting the number they called from in the ticket on the contact page. For example, if the customer called from this number here and there is a list of numbers, please either put that number to the top or put it in the alternate number.

2021-08-31 15:55:16

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2021-08-31 15:58:22

If you find a number that is disconnected or not in service, then delete it from there account, you can do that by clicking on the customers name:

2021-08-31 15:58:22

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2021-08-31 15:59:40

It will bring up a page like this, with all contact information we have for them. You can click on the number and press Delete Row. You can also add numbers in here by choosing Add Row.

2021-08-31 15:59:40

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2021-08-31 20:23:51

New TV related *Subscriber Reports* and *Resolutions* to help track if we have a pattern in TV troubles. *Subscriber Reports*_:_ • Missing Channels • Amigo Remote Problem • Firestick Problem • Firmware Update Error • Max Stream Count Reached • XTV Initial Setup Help • Amigo STB No Internet • Amigo STB Not Working • WTVE Problem *Resolutions*: • Changed to correct input • Customer Education • No Trouble Found • On Site Customer Education • Rebooted STB • Rebooted router Restart Ivue if you do not see the new updates.

2021-09-01 13:34:53

We are posting for another Support Technician position at AMP. Please let us know if you know anyone who would be interested. Here is the link to the posting:

2021-09-02 20:18:21

TCC Now has a message telling people about the reduced support hours for Monday

2021-09-02 20:18:58

What reduced hours?

2021-09-02 20:19:03

9-5 on monday

2021-09-02 20:19:13

its a holiday

2021-09-02 20:19:22

OH i thought you meant every monday

2021-09-02 20:19:26

LOL

2021-09-02 20:19:26

haha read that wrong!

2021-09-02 20:19:34

I was wishing for that too

2021-09-02 20:19:37

lol

2021-09-07 12:23:14

VMs were not checked yesterday. In order to provide good customer service we need to log VMs as a ticket within 30 minutes of them being left or sooner. There are quite a few that were left for both Hay and TCC yesterday.

2021-09-07 12:25:52

This means that even if your the only one on, you stop taking calls, check the VMs then go back to calls.

2021-09-07 13:10:57

Shift Summaries need to start including a bit of detail on how the shift went for you, how busy it was, cases where you had many calls in queue at once and couldn't get to them, etc... Please give a few brief sentences to give us an idea of how your shift went. Not just how many callbacks are left over. Also, those of you who are not doing shift summaries, please get back into the habit of it right away.

2021-09-08 13:33:48

At least 15 Cable Modems (more, but not in Hay area) went down at 2021-09-07 23:55:06 and did not come back up.       Going to email Jeff to double check if there is an issue in Hensall relating to it.

2021-09-08 13:41:40

A lot of these modems im getting are all just dead.

2021-09-08 13:42:43

Yes please still check the tickets that are Cable Internet and confirm if there is power or not to the modem. Could just be that there was a bad power surge at that time.

2021-09-09 16:24:59

KUDOS <@USC2UF467>: Peggy called in this morning to let our staff know what a great experience she had speaking to Peter last night. She was overjoyed at how patient and helpful he was.

2021-09-09 17:29:39

I can't remember her last name and what I did for her lol

2021-09-09 18:08:36

Please make sure before you are doing a call back that you are reading others comments from before if there are any... there may be information in their comments that are important. Also if you put a number in the comments please make sure it is on the front page of the ticket too in the contact information section. Can either add it to their account by clicking their name on the ticket, or put it in the alternate number section. The picture below is just an example picture to show you where I mean, wasn't calling out this specific ticket. :slightly_smiling_face:

2021-09-09 18:08:36

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2021-09-09 18:09:13

If its already in the drop down, please select it and make it the first number.

2021-09-09 20:14:53

If you can't reach the customer on the first number you try, if there are multiple numbers, please try calling all numbers. :slightly_smiling_face:

2021-09-10 19:18:38

There is a Fibre Cut causing phone problems for users.

2021-09-10 19:21:54

Put any tickets with phone call issues to the Fibre/Copper Cut status.

2021-09-10 19:35:28

Internet issue too or just phone?

2021-09-10 19:35:42

Just phone calls

2021-09-11 12:30:30

Anshul has called in sick. Is anyone able to take his shift?

2021-09-11 12:31:05

I’m already in as well today

2021-09-11 12:31:56

Joseph is in for TCC side today just for his job so I’m sure he’d be able to help if needed

2021-09-11 12:58:36

3 emails last night that were not logged into IVUE, every email, every VM needs to be logged into IVUE especially if its earlier in the day..

2021-09-11 12:58:36

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2021-09-15 14:09:31

For any reports of phones cutting out, we need to gather a few pieces of info as Bell so far does not see any issue • phone number • time of call • location of call ( to determine which tower )

2021-09-15 16:29:22

For wireless customers, make sure we don't tell them they can get faster speeds. Just that they can call the office and enquire if its available to them.

2021-09-16 12:37:41

Just a reminder that today we start with the new ticket opening procedure FAQ 1105

2021-09-16 14:01:38

<@U01N1MKP336> <@USC2UF467>

2021-09-16 15:47:15

Joanne has mentioned that the front office is getting enough calls to add details to the Bell Mobile ticket. If customers call, just let them know we have a ticket in with Bell Mobility regarding the problem and are waiting on them to look into it further. No ETA.

2021-09-16 15:51:20

Want us to keep the tickets open?

2021-09-16 15:51:29

Or just let them know then close the TT?

2021-09-16 16:01:57

Let them know and close ticket. Unless they want a call back when we know the issue is resolved - in that case keep the ticket open under Bell Issue.

2021-09-20 18:29:39

<@U02EUQJ8R2A> has joined the channel

2021-09-21 12:53:46

Make sure to open a service order when sending a TCC customer in to pick up a router. Mention the store they are going to and the SSID and password they want as well in the service order.

2021-09-21 18:24:59

Timesheets need to be done by the end of Thursday September 23rd.

2021-09-22 20:01:30

the TCCTV account password has been changed. You will find the new password in faq 1058

2021-09-22 20:57:08

<@U01N1MKP336> has left the channel

2021-09-29 20:13:12

I made a change in the TCC switch, I am hoping that now you guys stop seeing the stores IE: CLINTON BD 60XX instead of the customers phone number and info. Let me know if you still see the 4 digit call displays going forward on TCC queue calls

2021-09-30 17:36:41

Clinton office does not have routers right now.

2021-10-01 19:29:19

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2021-10-01 19:29:19

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2021-10-01 19:29:47

TccTV app see the difference between a customer on their home wifi and on cellular data.

2021-10-01 19:31:00

When on your home wifi you will see free previews instead of out of home on the home screen

2021-10-01 19:33:52

Also the home screen has been cleaned up considerably but I am still working on it

2021-10-04 20:01:39

<@U02GZH0KBND> has joined the channel

2021-10-05 15:14:37

Everyone should have gotten an e-mail to setup a password for TCCTV in their @my-support.ca emails. I have given you each a unique account to use going forward. It is attached to your @my-support.ca e-mail address. Please set your passwords today as I will be disabling the today

2021-10-05 15:14:51

okay

2021-10-05 15:16:14

Timesheets need to be completed by the end of Thursday October 7th.

2021-10-06 20:49:29

If you encounter an Amino STB that is not displaying on a TV (especially samsungs), try logging into the stb and try forcing the video output to 720p. This has fixed two previous tickets this week when the tech went on site. Its worth a try before escalating.

2021-10-07 13:06:31

Over the next 48 hours the TCC TV 2.7 app will be pushed to all google, amazon, and apple stores. The new app seems more snappy and better so fingers crossed. I will let you all know when I push the app out to the STBs

2021-10-07 13:07:01

Firesticks should ask to update to open the app once the update is ready

2021-10-07 16:20:25

Reminder that when opening tickets that we've received via email, that the email address needs to be included in the ticket comments. Please set the Call Received Date/Time to the date/time the email came in, similar to how we do it with VMs so we can easily find the original email where necessary.

2021-10-07 19:12:11

Copper Cable Cut between Water Plant near Grand Bend, and Turnbulls Grove. Could be up to 300 copper customers down. Cable Internet will be fine.

2021-10-07 19:12:50

The repair will take far into the dark tonight.

2021-10-07 19:13:05

It is a 900 pair cable with 300ish active customers.

2021-10-07 19:19:48

:open_mouth:

2021-10-07 19:19:55

ouch

2021-10-07 19:20:34

Ah okay so likely why my customer dsl and phone are down

2021-10-07 20:12:17

Outage Area (Copper services effected only - Cable Internet is up and running)

2021-10-07 20:12:17

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2021-10-08 14:14:55

2021-10-08 14:19:39

Yes, same with Hay - always Warm Transfer - no Cold Transfers ever.

2021-10-12 12:35:55

Just a reminder, customers who don't have a firestick or a box.. can just simply have the app installed on their Smart TV.

2021-10-12 14:03:26

Reminder when changing WiFi SSID or Key for customers, be sure to do it via USS rather than the Native Interface. If you do have to do it in the Native Interface for some reason, make sure to mention it to me so I can look into why.

2021-10-12 15:57:01

When you leave a VM please write in the ticket what you said in the VM to the customer. *We don't want this:* Called and left a VM. *We want something like this:* Called and left another VM with the customer. I asked that if he is still having issues with the internet service that he please give us a call at support. I gave him the support number.

2021-10-12 17:50:33

From Mark@MSC regarding Fox News: It looks like it is working now. It appears as though Fox News has been going in and out roughly the same time for the last couple days. It is very likely that we are experiencing "sun fades/transit" that are causing this to happen. It usually last for around 15-20 mins and is the result of the angel of the sun hitting the receiving dish this time of year. Unfortunately there is nothing to be done but to wait it out. Hopefully the will be over in the next few days. I should mention if an outage lasts longer please report it as the source may have failed once the channel was available again. Mark

2021-10-12 20:16:08

Contractors hit another main coax cable in Kingsmere Subdivision north of Grand Bend. Cable customers in that area will be out until Mitchell-Seaforth Cable gets it repaired. Approximate time line of 6-7pm tonight.

2021-10-12 20:17:04

Effected customer will show a down time as of 2021-10-12 12:05:05 on this report here:

2021-10-12 20:17:58

13 internet customers effected. Likely more Cable TV only customers.

2021-10-13 13:16:34

New BOLD Net Password for TCC is Fall2021

2021-10-13 14:28:13

You may notice cable modems in Zurich have three MACS for the same router, like this:

2021-10-13 14:28:13

image.png

2021-10-13 14:30:18

This is an issue that Kraig is getting MSC to look into, nothing to worry about, customers should be working just fine There is also a new cableos-1. So you may notice when you go to query the cable modem it looks a lot different and flap information is not there anymore, same with modem qos and some other options as well. If you want to get flap information now, just go to View Flap Graph and grab the information off there.

2021-10-13 15:54:28

2021-10-13 19:34:06

The calendar schedule has been updated to January 9th. Please let me know if you have any questions or concerns.

2021-10-13 19:34:19

This included the xmas scheduling

2021-10-14 18:56:56

XTV Note XTV does not work outside of our network range. Be sure to verify a customer's WAN IP to confirm it is in the Hay Range. Use ARIN search if it is not a range you recognize to find out who owns it. Make sure you get the exact error wording that is popping up.

2021-10-16 12:52:34

> *From:* June Anne Melady <> > *Date:* October 15, 2021 at 11:31:10 PM EDT > *To:* > *Subject:* *Good evening* > Hi, > Please let the guy who helped me get back on line at work today a big thank you. > I sometimes have a….holes that I work with. > I am not very iT savy so thanks for the guy who walked me through and got me back working. I think I may have a bit of a poor piece of work equipment. > Still thanks. I forgot his name. > Anne Melady

2021-10-16 12:52:47

This was Phil's ticket, good job Phil!

2021-10-17 13:40:38

If you are replying to an email, do not just email them back, telling them to call support when they are at the location then put their ticket on waiting on customer, this just makes the customer wait longer when they already emailed into support looking for help. They should at least either be getting an email back with some questions about their issue or a solution (if possible) or they should be getting a phone call that day.

2021-10-18 14:58:59

Clinton is out of APs right now.

2021-10-18 15:00:44

8 am person needs to do this when they come in: • Check VMs and emails, then put them in the Done Folder. • Check any VM left tickets, put them back on My Support or My support Needs to be called • Check all Waiting on Customer tickets on both sides and put them on the appropriate ticket status. If they have not been checked in a few days, the ticket either needs to be updated or called back.

2021-10-18 15:01:22

It seems this is not being done by everyone and this is a requirement, you have half an hour in the morning to do this. I should not have to do this when I come in at any time past 8am.

2021-10-18 17:29:42

If someone runs into issue with no Audio on Kaon on specific channels, 60,61,71,362 and possibly a few others please notify me and assign to joseph and let them know we are looking into the issue

2021-10-18 18:58:34

Remember to check other channels such as Haysupport in the Hay slack and checkmark anything that applies to us as well as this channel. Please go through it and read everything, thanks.

2021-10-18 19:11:13

if anyone runs into a KAON where no sound on some channels, go to the sound settings and set the surround to never

2021-10-19 16:21:11

NEVER put a call back number in the ticket comments. It MUST go in the Alternate Number field on the ticket. There is no exception to this.

2021-10-19 18:01:44

Remember we do not want to guarantee a time/day that we are coming out if we escalate a ticket for a customer, as sometimes we may not be able to get out the same day. Just get their availability, put it in the ticket and then tell them the tech will call before arriving and put the number in the alternate field and in the comments write "Please call before going" This would be for both Hay and TCC.

2021-10-19 18:08:43

IVUE just died for TCC and CSI has been notified

2021-10-19 20:24:21

133 Amino Amigo devices are set to reboot between 2am and 3am today to upgrade the TCCTV app. This should be the last of them.

2021-10-20 18:06:53

Still working on figuring out the issue effecting customers with Static IPs on VLAN 2375. Richard, Chad, Chris and I are troubleshooting and working on re-producing the issue in a test environment.

2021-10-20 18:16:51

Jesse Gingerich  [1:52 PM] Just FYI - Mt Carmel Shelf 2 Card 1 reloaded this morning at ~10:45am Any Mtcl.11 ONT's in the 21xxx range would have lost service for ~10 minutes.

2021-10-20 23:24:14

The IP addresses for TCC TV have been updated as of now. What this means is that fixed wireless customers cannot use a TCC TV service from another location on a wireless connection. It will show out of home. Let me know immediately if you experience any other issues with not at home aside from this. Thanks

2021-10-21 16:39:29

Just an FYI: I've set our Amigo STB's to use the latest (2.7) version of our XTV app.  These should upgrade over the next 24hours as they check-in.

2021-10-21 19:48:00

Do not upgrade any Kaon STBs firmware in the KRMS. There is new firmware available but it is broken and will cause issues if you upgrade the customer.

2021-10-22 13:57:37

Any customer with an IP address starting with 206.130.211 that is getting OUT OF HOME on TCC TV please escalate to me immediately to implement a resolution.

2021-10-22 14:24:03

Going forward for TCC customers, if they request a billing change/cancellation/or anything billing related outside of regular hours, assign the ticket to Lvl2 With Sherri and message her on Slack so she knows about it and she will take care of it in the morning.

2021-10-22 15:23:08

The TCCTV out of home issue should be resolved now

2021-10-22 18:57:12

Mobi engineering made a second mistake affecting 163.182.201 customers getting NOT AT HOME. Escalate to me or Joseph to fix

2021-10-25 13:24:03

Just as a heads up, the Bayfield Store is not open on Mondays again until the spring

2021-10-25 15:50:55

Hay protected DNS (the default DNS customers get) seems to have an issue loading some images with certain sites, like Google. Profile picture doesn't load, and google photos doesn't load properly. Re-produced on our send in testing so we are looking into it. Customer can temporarily be switched to our unprotected DNS in the mean time or use Google's 8.8.8.8 and 8.8.4.4.

2021-10-25 15:51:11

Keep ticket open so we can revert back to the default protected DNS when it's fixed.

2021-10-25 18:27:40

2021-10-25 18:27:40

Creating Trouble Tickets for AMP Security in Jobber.docx

2021-11-01 15:42:59

<@U02GZH0KBND>

2021-11-01 15:43:57

thank you

2021-11-01 15:44:54

<@U02EUQJ8R2A>

2021-10-25 22:09:19

If an IPTV customer is having an issue with something on their TV and they have multiple boxes, reboot *ALL* of the boxes, please and thank you. Even if just one box is having an issue, reboot all of them.

2021-10-25 22:30:34

Also if all call backs are done and you are not getting calls in the Q, please go through the VM left tickets and try calling them again.

2021-10-27 16:21:05

Anytime we are seeing an 804Mesh that has a bad backhaul signal during troubleshooting of Wifi issues, please keep the ticket open on My Support Monitoring so we can check to make sure signal stays improved. If it stays bad, we will want to follow up to improve WiFi coverage if they are having problems and we should make the customer aware that it may be intermittent if the backhaul signal is bad.

2021-10-28 13:17:37

The upgrade of the Amigo 7x wording of the notification that first comes up is "Finish Setting Up Your TV. Add a Google account..." with the options Details or Dismiss. Customers would choose Dismiss if they do not care to sign into Google.

2021-10-28 22:25:21

Just had a customer with a firestick remote that was not working for TV on/off and volume. The way in the settings did not work for us. So I found this and tried it and it worked like a charm.

2021-10-28 22:25:21

image.png

2021-10-29 12:41:43

Lol this is like the longest most complicated process, what was Amazon thinking? I'm surprised at the end it didn't say Now wait 2 days for us to deliver you a new FireStick

2021-10-29 17:58:10

It was a long process but it worked lol

2021-10-28 22:57:03

:+1: Thanks for sharing!

2021-10-29 14:18:31

November 20/21 weekend. Anyone interested in one or both days on this weekend for overtime? We can also look at other options if you don't want to do it as OT.

2021-10-29 14:34:55

If no one claims them I will start filling in names to fill the spots as regular hours

2021-10-29 18:02:55

I take my last comment back. If its for the CSRs, set the ticket status to LVL2 with Sherri and it will be taken care of

2021-10-29 18:03:11

no more email

2021-10-29 23:17:48

I've created a ticket status for TCC named My Support Waiting on MSG/Mobi so that when we send an email to on call we can put the ticket to this.

2021-10-30 20:06:01

The schedule has only been posted until November 14th. All shifts after that are being reshuffled. I hope to have it posted and finalized Monday.

2021-11-01 15:32:09

If you have any customers who are unable to access content on WTVE, TCC no longer offers Citytv or FXNOW too WTVE

2021-11-01 15:43:12

Christopher is working on migrating to the TCC Microsoft Partner Setup. When he does the cut over there will be a brief downtime. He will let us know when he starts the cut over.

2021-11-01 16:19:54

I am hoping to start at 1PM

2021-11-01 17:56:32

Timesheets need to be done by November 4th at the end of the day

2021-11-01 20:50:22

Hello, Just wanted to let you know we are aware of intermittent issues with Fox News and are working on the issue. Mark --

2021-11-02 14:12:38

For Hay: When <@U02EUQJ8R2A> and <@U02GZH0KBND> start working on their own until 10PM you both can reach me for help if I'm available. Attempt to message me on Slack (will be on Teams once we are officially moved over) and if I don't reply, attempt to reach me over text message. If you want to attempt to reach me at 4400, please hang up after the forth ring (so it doesn't start rolling over to others phones) if I don't answer and send a text message instead. If I'm unavailable, escalate the ticket to repair and message me.

2021-11-02 15:39:50

On XTV if you get the error "Something when wrong..." Please make note of the channel the customer was watching when it came up. Also note if the STB is online in Engage. If it is not online in Engage, check the LAN Connected Devices (DHCP client list) and see if it is listed there, ping the LAN IP from the router. Include the error code in the ticket comments. Put all of these details into the ticket and be sure to call 4400 if you are not sure how to do any of these steps.

2021-11-03 12:42:41

We need to make sure we are checking the haysupport channel in the Hay slack please. Important information goes in there from our CSRs at Hay.

2021-11-03 13:01:22

Be sure to check Kevin's updated XTV FAQ in the Hay Slack

2021-11-03 14:14:31

Anyone with an issue pulling up a certain website, open the ticket using status "Certain Website Not Loading". Troubleshooting information to include in the ticket would just involve doing a screen connect to the computer and running a trace route to the website and pasting the results in the ticket and then escalating.

2021-11-04 21:42:57

This will relate to customer who have an IP in the 104.247.100.0/22 range.

2021-11-03 14:25:53

Some Cable TV customers may have our older Atlas remote. Most have the newer remotes you will be more familiar with.

2021-11-03 15:33:08

Note on moving to our new My Support Teams: As we prepare to make the full move from AMP Slack to Teams, please note that you will still keep Slack on your computer and be logged into the Hay Slack as guests as you currently are and will continue to use the Hay Slack for the same purposes you currently do.

2021-11-03 15:33:43

We will also be using the amp troubles in AMP slack too no?

2021-11-03 15:34:37

I'll talk to Christopher to sort that out. Would be nice to fully cut over off AMP Slack if possible, but Christopher and I have not discussed things that far so I'm not sure of the complete plan.

2021-11-03 17:33:51

If accessing @my-support.ca email in Thunderbird - set the Authentication to OAuth2 for Incoming as well as Outgoing. This fixed my incoming and outgoing issues in TB.

2021-11-03 19:45:49

There is now a My Support AP Pickup option

2021-11-04 14:26:52

GLDS commands are not going through and there is a backlog of commands.. Dan@MSC is looking into it.

2021-11-04 15:20:13

Please take a moment to review this ticket #83372. Give a check (or a more fun emoji) to indicate you've done this.

2021-11-04 16:39:15

What are AirTies?

2021-11-04 16:44:24

AirTies are used to send the IPTV signal from the modem/router to the STB. An AirTies in AP mode will be near the modem. A second AirTies will be near the STB. These are used in cases where the STB cannot be hardwired. Other models of point-to-point wireless transmitters we have used for IPTV in the past that are or may be out there still are: • Airsonics • Rukus • Motorolla • u4m (with GigaSpires • 804Mesh (with GigaCenters) If in use, most of these will show up in the associations/DHCP Leases area of the blades on the VLAN 6, along with where the STBs get listed.

2021-11-04 16:44:59

We have discontinued the use of AirTies and most of these other models in new installs and instead just use 804Mesh or u4m APs.

2021-11-04 16:45:28

ok

2021-11-04 15:46:52

Commands are going through.

2021-11-04 17:42:56

Reminder to complete your full timesheet by the end of the day. Justin is processing payroll tomorrow morning.

2021-11-04 18:02:53

There is a new TCCTV subscriber report TCCTV AIRPLANE MODE ACTIVATED

2021-11-04 18:03:01

Please use this to track airplane mode issues