I think there is an issue right now with any Hay Xstream customer with the new IP address range. I messaged the inside techs for more info but I think its most likely that the new IP address range has not been added for Xstream yet. I have encountered three so far where they all have IPs in the 136.175.69.0/22 range and they cannot play anything and/or are getting the not at home message on Xstream Services. (edited) Tickets 78340, 78342, 78344 have those IPs and cannot play anything/getting not at home errors. I have escalated them all. If you get one of these and they cannot play or anything or they are getting a not at home message and they have one of the new 136 IPs then I think just escalate it.

Due to ARIN requiring all of our IP address ranges to be at least 80% used before being allowed to apply for more, we had to remove 163.182.244.0/23 and 163.182.232.0/22 and add 136.175.69.0/22 to the DHCP pool. Some routers need an extra reboot if they did not automatically get a new DHCP lease this morning.

One vm I could not find, he said his name was john but didnt give an address, I couldnt find him by his cell number. - having internet issues staying connected - he would like a call tomorrow around 11-12 if we can.

FYI: If you have received your new Allworx login that includes your name in the username, please log into it *when you have time and we are not busy* just to be clear. It is not important to do first thing when you get in, we must be caught up and have a moment. Your current logins still exist and are to be used until we get a good moment to switch to the new logins. So just to clarify, do not do it first thing when you get in <@UNZ3BSK99> and <@USANXL7TL> please. Please first make sure we are caught up and not busy.

Reminder to call 4400 if you need us to check things before you escalate. Remember that we are aiming for First Call Resolution where possible. Also remember that we are trying to avoid sending truck rolls for things that can be fixed over the phone and calling 4400 is one of your steps to take.

A good way to tell if maybe you accidentally call a tcc customer with the hay line is that in your allworx it will either show an outgoing hay communications call or an outgoing tcc call from you to the customer.

Just took a call from Suntastic Hothouse, they said they spoke with Support 2 days ago, but there is nothing in Trouble history except my call from 1 Apr. Does anyone remember talking with Krista?

FYI: Every time you reboot a cable STB, the guide will reset and show TBA on all channels. It will take up to 20 minutes to begin loading guide titles and a few hours to completely show all guide titles.

We are working on figuring out why some of you are having issues connecting to Mac computers. It is verified to be happening to Peter and Jeff so far. But it works for others so we are trying to figure out the solution for you.

TCC TV Channel not available 412. Error: channel not available in region. Can someone check if its with all customer or only this customer. He is very annoyed and wants to view hockey game

<@U01N1MKP336> Yes you are correct, he will not be able to do that. Unfortunately he chose to cancel his service on the 12th of April and his phone and VM accounts were removed at that time.

Customer: My internet isnt working Me: Have you rebooted your router? Customer: Yep, yep yep. Me: Okay let me have a look. *Router has not been rebooted in 28 days* Me: Do you know where your router is? Customer: We dont have a router. Me thinking to myself then how did he reboot it?

They have a person coming in at 9AM that Peter is going to talk to, and he will verify the internet is working, and can check both modems as one does not have a link. Then if we verify our services are working, we can then re-direct them to call their IT person.

If you guys ever get an issue with thunderbird opening and giving you this error: Error: Platform version '78.9.0' is not compatible with miniVersion >= 78.10.0 maxVersion >= 78.10.0 1. Shut down Thunderbird. 2. Delete the program folder at C:\Program Files (x86)\Mozilla 3. Reinstall the program from

I was basically just like they are done for the day and we dont give out personal information like that for you to go pick up a box from their van.. it will have to wait till tomorrow.

chuckle for the day - one user sends us an email asking us to stop a spammer who is a hay customer. Checked the webmail of the sender and it matches the email received by the first customer. Called the second customer saying his email has been sending spam and looks like it is about 60 addresses at a time. He says it is his Rotary club members who signed up to receive joke type emails, and yes he has been sending those emails. Called the first customer back and told him who it is from the Rotary club and now he knows why he is getting them. He forgot he put his email down at the last meeting for the emails. Actually funny when you think about it.

Not Sure what to do for TT 78673. Fire Dept was called out. Auto alarm. On scene found no trouble. Panel had been cleared. Show fire zone history. Frank mentioned the Chubb fire panel showed ground fault alarm. Chad called SRC. Had them put the system Ie zone in test overnight. For AMP follow up saturday.

Can we do anything in below case or should i ask them to wait? "Our SmartHub account is locked, likely as a result of my failed password attempts To permit a password reset will appreciate if you will unlock the account"

<@U01N1MKP336> You go under the Account section in ivue and Logins tab. Then make sure suspend self server is not checked, enable my service is checked and set a temporary password, make sure the temp password box is checked. Then have them log in with the temp password and they should be prompted to change to a new password.

We forward the e-mails from the copyright holders to the customer as we are legally required to do so. We do not provide legal advise or anything related to them. If someone asks, they are real notices. Thats all we can say.

Stubbs Internet in Klondyke Trailer Park appears to be down. We've had two customers call in. Modems were up until sometime after 3:15PM. I checked and all we can do is tell customers "we've sent it to Stubbs and we are now waiting on them with no ETA."

We will review the Stubbs Klondyke Internet situation Thursday when everyone is back in. In the mean time when you escalate please let the customer know they will need to leave a key at the front desk in case Stubbs needs to get inside. Also, at this time we cannot guarantee any ETA as we do not currently know what Stubbs Repair Tech policy is. Also be sure to have verified the number that Stubbs can reach the customer at.

So the answers are that he appears to be using HDMI over ethernet adapters. This is not Hay Communications equipment in this case. For this you would just call them back and let them know that those are not Hay equipment and refer them to the pro-audio people that they had install it, or any pro-audio/video company that he may work with.

When people use pro-audio companies they have to get help from them with these types of things. We do support making sure the box is functioning though. Just not the HDMI over ethernet and other equipment they use to control all their STBs form the one room.

Ah, he is confused as he is not paying Hay for _support of his media room setup_, he is paying for the TV service. He chose to have it set up via someone who does that media room setup so they can have all STBs in a certain room - we didn't force him. You get this sometimes... so if you have to escalate that ticket, we will end up calling him to tell him that again - all we support is the STB and the service - not the HDMI over ethernet setup that he is using.

MSC Update on Super Sports Pack. Rogers made an error on their end and they are currently working to fix the error. They are supposed to get back to MSC this afternoon with an update.

Had a vm come in from caller ID Joy Hogg, callback . Phone number links to an account in another name. Nobody comes up for her name in the system. She mentioned having called a few days in a row and was related to TV trouble, so I pulled up TT 78738 and added notes.. unsure if this is the right ticket though.

Are you getting by so far?I believe you should be able to Use Internet connection sharing to feed your allworks phone from the laptop ethernet port when the laptop is connected to Wi-Fi

*XTV Customers Who Cannot Find Activation Email* For XTV customer who claim they are not getting the activation email we will need to verify that via screen connect from now on. We cannot take the customer's word for it and they need our assistance to check their spam folders via screen connect.

Who called on your cell a Hay customer? Just thinking we should take their number and open a ticket and get back to them if we have others who are waiting longer in the queue going through the proper channels.

My phone went to no answer for one call because I had to call a customer back and it switched back to the cue rather than outbound by mistake. I thought it would be best to ignore the call. Then I could not switch to outbound so I am now back in the cue.

When Peter gets in, lets do Jeff & Anshul on calls in the q and Peter and myself on call backs. Im just in the process of doing some call backs but there are quite a few on both sides.

Jeff is going to leave around 3 or 3:30 for a brief period for an apt. Afterwards he will be back, to make up for the lost time, to help with callbacks and/or the queue depending on what <@UNZ3BSK99> (or Christopher or I) recommends for the remaining time in his shift.

Reminder, we need actual name of the person you are speaking with in the *Reported By* field. Also, be sure to verify the number to contact them back on, and make sure you have it selected in *Contact Number* field, or entered in the *Alternate Number* field. If it their cell or home number, etc... (ask them) add it to the *Contact Number* dropdown list (ask if you need a reminder on how).

For TT#78898 please call the customer and recommend they speak to the front desk to switch to Cable Internet. They are too far form the CO. Then do a warm transfer to the CSRs and provide the account number and let them know and let them take the order.

When your in right at 8am, you need to be looking at waiting on customers, my support vm left tickets and any ticket assigned for that day. For example 3 were set to tuesday that need to be called back today because its Tuesday.

Just a side note that with TCC VPN connected we had issues connected to the Hay Ivue. Disconnected TCC VPN and Hay Ivue loads fine. Testing now with TCC VPN connected again. Could be related to their issue. I know my spark is also not working at the moment.

I open explain the problem then close it and this is my resolution: Told them that there is an outage, and to call back and check on the status message later to see if the issue has been resolved. As per Christopher.

<@U01T30C962X> since there are not a lot of tickets to look at I think today is a good day for you to be logging into the queues and practicing answering calls that way. To start, only log into the Hay queue please. Be logged in and ready to go by 8:25AM.

<@U01T30C962X> Just remember you can always kindly put the customer on hold for 3-4 minutes and call 4400 to talk to me. I will also be listening in and giving guidance over Slack.

I ended up leaving for lunch a bit later, but still call 4400 if you have any questions while in the Hay queue and Natalie, Kraig, Chris, or Chad or myself should be able to answer to help.

I believe <@U01T30C962X> is gone for the day today. I'll force log him out of the queues. Forgot to mention at the meeting that for the most part he will be leaving at 2:30PM until we start our new schedule on the 17th.

For 78973, they want a guest wifi set up. I am planning on enabling that through USS after calling and talking with them about what they'd like the SSID/pswd to be. That'll work right?

Just need to know what type of battery to drop off at Rasenberg's for ticket 78993. Please get him to either tell us what the battery says on it, or take a photo and send it to our text number. Whatever is easier.

Anything set to 'Waiting on Customer' should have the Ticket Status updated to 'My Support', as well as any that have the status listed as the day of the week (there are none today marked as 'Tuesday').

<@U01T30C962X> is going to log into all queues now to get more practice. He will continue to call in to the Hay and TCC help line for assistance as he breaks the ice with more and more types of calls. I mention to Christopher who we know is in training, but are you ready for these calls <@U01UDNMMW8Z>?

Provide customer education and tell them it is obsolete. We also don't support other obsolete programs and are also under no obligation to fix things in unsupported versions of Windows aside from checking that settings are correct.

For 79073 you could find out what VPN service he is trying to set up. If it is a work VPN (like us), he would set it up on the computer or device being used for work. The router from us does not support setting up VPN on it. He would need to get a different router that supports that if that is what he needs.

Make sure when you are doing iphones, ipads etc.. you are filling out the username and password section in the outgoing settings, even if it says optional it needs to be filled out for the apple device to work.

Reminder to verify customer's internet is up and running when troubleshooting email issues. Use USS or check MX480 if they don't have one of our devices and are on FTTH, Wireless or DSL. Ezlink NOMS for Cable Internet.

Hay Babylon Wireless tower is having issues, customers on that tower are down. If you get a customer like this set them to Outage tracking. Chad is going to look at the issue. If they would like a call back when this is fixed then please get the number to call them back on.

Friendly reminder, when you leave a VM for the customer please indicate in the ticket comment what was said in the VM so the rest of the team knows what is going on when the call back.

OK Matt can you click the link and register an account with please? Set a password and save it in your keepass but make it one that you will be able to share with everyone else on the team.

If it ever comes across as a possible tool for troubleshooting a customer's problem, note that we can turn on Web Activity Log in gigacenters. It lists Date, Time, IP Address, and Website URL. By default it is disabled.

lease issue should be fixed now and if you have customers calling in with no ip may need to clear in dalo and should be fine, anyone who had multiple leases from being incorrectly plugged in will likely call in

Everyone please import this new password for Cambium Cloud cnMaestro into your keepass. S:\Support Cambium Cloud Access - Import Into Your Keepass.kdbx Delete your old entry as your individual accounts are now going to be deleted.

Please remember to check all tickets, on TCC side there was a ticket from the weekend that clearly said My Support Call Sunday, and it was not touched, there was also a VM left ticket from the 14th that was not touched. There were a few tickets left as well on Hay Side. We need to make sure we look at everything.

Just a note here, for apple devices sometimes when its not working and you try deleting and re adding the email account it just wont let you do it no matter what. Simple solution is after you delete the account, reboot the apple device (ipad, iphone etc..) then try re adding, should work then. If not then you will have to try a different app like outlook or gmail.

<@USANXL7TL> Please read all slacks before you get in and checkmark anything that applies to you or the support team so that everyone knows you read it. There was a message this morning in this channel I posted that needs to be read by everyone.

Odd one. TT 79031. The STB keeps reverting to 4:3, this will be the 3rd time I've changed it back to 16:9. I'm positive she is not changing it herself.. ever see a STB behave that way?

Updated TT#79254. Note for 804Mesh drop offs / recommendations there are a couple things to remember: • mention each 804Mesh is $4/month • check that they have a Gigacenter as their router as 804Mesh only work with them • make sure the Gigacenter is on the lastest software and config file (844E is config file v 1.2.0.2 so use Re-provision CPE in USS to load this config file if it says anything other that it, 854G/844G is rg-1 in CMS and pretty well any customer can be changed to this config file instance (make not of WiFi as a backup just in case it doesn't auto-restore) - in both cases after making the change to the config file you have to give it 10 minutes to go through the provisioning scripts) • if they have a SmartRG modem they can still get a 804Mesh but we will also swap out the SmartRG modem for a SR501 in bridge mode, with an 844E, and then the 804Mesh can be installed

If you are getting together for a daily meeting today, I will not be in there. Just getting ready to do some training with the AMP Techs this afternoon. Ask if you have any questions.

Note: What you guys are calling IDP, everyone at Hay refers to as Engage. When dealing with Hay tickets, please use that term as some have asked what IDP is. Amino Engage. Thanks.

The bottom line is that we should not do Reprovision CPE on anyone who has an 844E with XTV because it will put the IPTV programming back in and make the STB not boot up onto the internet side of the network due to the APAS config.

The Hay support channel is on the hay communications slack and there is an important update in there right now in regards to a TV channel being down where some calls may come in because of it

Seeing it is a long weekend, please hold off saying we are available Tuesday for repairs. Mention Wednesday or Thursday, and if you do mention Tuesday, please say we can try but no guarantees.

TCC Updates: - No covid comments in ticket for TCC calls - Always post a number in the alternate field customer can be reached at - Make sure the last comment summarizes issue for outside plant technicians so its easily read and they just have to look at your last ticket comment. - troubleshoot every ticket, have noticed some troubleshooting being missed or skipped

I have had two pictures texted to me that arrived in the inbox and after 30 secs disappeared, only one showed up in the deleted items folder. If it happens to anyone else, that is a folder to check first.

<@UJUDPEBA6> <@UPA7Y6160> Should someone be doing call backs right now? Or should we all stay in the q until 12 since its so busy and then we can have someone on call backs when there are 4 of us in?

There are occasions where just a particular show has it playing on a particular channel. In some cases we have to verify that the language of the STB is set to "English" in the settings, rather than "Default". In other cases, we can report to our TV head end to look into it if it repeatedly is on for a particular show.

Nice work keeping up after the long weekend! I also heard from the office that they recognize you guys are doing well adding Email contact info for customers!! Keep up the good work with that! Have a good weekend everyone!

Go into hardware settings then you will find cc, click on it, then push the down arrow until it says off, click ok again then go down the bottom, click submit, then ok, then exit.

35292 - Gene & Rita Powell - they are never home because he is always at the hospital, i left a VM this morning, but the customer is aware to let us know if the issue continues so I'm leaving it under my name for now until he calls back.

Could someone please look at 79659 and finish the troubleshooting there next so we can find out if we have to go on site or not? Queue can be secondary to this ticket since they have been waiting longer than anyone in the queue.

From now until 430 I will be doing some work for Christopher I have to catch up on, I have admin time booked in the calander from 3-4:30pm. So I will not be taking calls unless I finish early.

*Some websites prompting to download a php8 file.* Noticed on some customers have called in with issues loading their websites. They had their PHP version set to v8.x it appears. That version doesn't appear to be currently installed on host1. The fix is to change their PHP version using the MultiPHP Manager to version 7.4, or 7.3, whatever it is not set to. Toggling back and forth after that the sites I've tested work fine on both 7.4 and 7.3.

09:30:50 AM) Pete: Ill turn down the 3 APs that are broadcasting on that frequency and see if If that spectrum is still full (09:31:04 AM) Pete: , so this is going to cause an outage for 3 APs

The Exeter hospital gala is on channel 1 and it is live. They were having audio issues. Kevin is aware and looking into it. Customers can also watch it on our community page on the website. There is a link somewhere on there to community videos

Good morning, any tickets under "Outage Tracking" can be called back / closed. Sound issue on Channel One was known and being worked on during the live broadcast of the South Huron Hospital Gala.

<@U01N1MKP336> 79443 an be temporarily repaired by testing the line in oamp tlt in the c15. i have done this so their modem is back up. please follow up and also escalate the ticket to repair so we can follow up this week.

If you are the 8am shift, the first break should be taken around 10-10:30 if you are taking one, as that is two or two and a half hours into the shift rather then an hour or hour and a half into the shift.

If someone calls from near 20 Ontario St S in Grand Bed, a tech did find a wire on the side of the road, so far we don't see anyone down. If anyone calls who is down in that area escalate to repair.

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.

currently and outage in Blyth and Londsborough for Adtran gpon customers and wireless customers, PON 3-6 are currently affected as well as the wireless customers fed from this location

Sam Panopoulos, *a* Greek-born Canadian, created *the* first *Hawaiian pizza* at *the* Satellite Restaurant in Chatham, Ontario, Canada in 1962. ... In regards to *the* naming of *the* dish, Panopoulos chose *Hawaiian* after *the* brand of canned pineapple they used.

Guys I think I goofed on TT 79884, quite possible I wasn't looking at the right node in CMS for the customer to see if it's up or down.. also they were taken off vacation mode recently.

Just an advanced mention that our new Calix GigaSpire u6 GS4220E routers will have the same support password, except with an additional ! at the end. Same goes for the Calix GigaSpire Mesh BLAST u4m AP.

alright pretty well wiped clean most of the call backs, there is one on hay side now and two on tcc, please do some call backs if you are not in the q answering calls. :slightly_smiling_face:

TT 79915, I can't seem to figure out how to pull up the correct blade for their connection.. I do have some notes on what I think the problem might be but not sure how to resolve it given they already have 2 mesh units.

His putty sessions got overwritten with the wrong settings. I deleted them a nd re-loaded the copy on our S drive, and then re-pointed them to the current key on our S drive, and verified everything is working properly now.

linux1 is currently working, but has intermittent issues. Last night Liquid Web was doing work on it and they are again tonight. So far they are not sure what is causing the issues but they appear to be triggered by disk i/o and some swap problems. linux1 = our cPanel/WHM server hosted by Liquid Web host1 = our cPanel/WHM server hosted by Hay

Skipping meeting for today since Natalie is off, unless Joseph or Christopher wants to have one. Feel free to have your own quick one between the three of you if you'd like to catch up with things.

<@U01N1MKP336> Looks like that one went through. It was not that the mailbox was full, the message was Greylisted since we had not received email from that server they are sending from before.

Note that we do not have a full time repair person all week so we will just be doing our best to get through repairs. Looks like we have a dedicated person this afternoon for today.

Note that anyone hosted on linux1 would have had a reboot this morning around 9AM. Liquid Web was doing monitoring on the server last night so the workaround in place was taken out so they could investigate the root problem. Resulted in the server going down when general use kicked in this morning so it was rebooted again. We will be leaving the work around in place from today until July 5th at least while some people are away on holidays.

For 79126, Hay does not send repair technicians out after 6PM so this can't be escalated. If she is unable to be available during our repair hours, she may have to see if she can get a friend or family member to be there for her.

Updated 80338 as well. Here's some info on it for anyone who has forgot as you likely do not see it frequently... This works with Gigacenters, not currently GigaSpires. Customer can use either the SmartHub WiFi (old) app, or use the SmartHub app. Start by making sure the Gigacenter is on the latest software and config file. In the SmartHub app, sign in and give it a moment to display the MANAGE DEVICES section. Then click to open the router. It will show five options. alerts, Connected Devices, WiFi Settings, Speed Test, and Reboot Router. Choose Connected Devices. Select a device. Click Pause Device. The device will be paused and should take effect within 0-5 minutes. If there are any issues, verify you selected the correct device, and if everything looks correct escalate to repair. Test out Smarthub on your own device with your own 844E if you have one.

Issue in Hensall was due to a noise issue at 100 King st. MSC techs will need to go into their basement to look further, but in the mean time everyone else in Hensall should be back up.

okay she sent an email about it this morning it was happening ever since I worked on it yesterday, so thats why I reopened the old TT but I can close it now and you just work on this one here and close it

Dorothy Gimpelj is extremely pushy, constantly stating to be a 'tech person' and 'it person' and is very argumentative. Hard to speak to her as she constantly interrupts and doesn't let you discuss her issue. She constantly goes through all of her problems she has experienced since she started with Hay. She has a Mac computer, who knows if it is functioning correctly or not, but she constantly has issues with her cookies. If she is becoming irate, take notes on the tickets and end the call saying you will escalate it to repair and she can issue her complaints to Brian at the office. We don't have to deal with her irate attitude if your call with her goes down that route. Try to help her, be kind, but if she gets pushy and rude, and gives you a hard time, let her know the above.

i fought with her about that too because angela asked for the error code and she hasnt given it to her yet, I told her I could not pursue it until I have the error code as it does not show up for me here on my screen

If the account holder for calls in I accidentally changed his email password because I thought i was looking at who I was working with. So he will just need his password set back up.

Status message is up for the iptv outage in bayfield. We do not open tickets and leave them open for callbacks when fixed. They can call back and check the status message to see if they still have an issue

Could someone call back 80646 and attempt direct connect to PC or other device with ethernet capability to test connection. Also we should be able to look up the model number of their CPE router online to be able to tell her exactly where the WAN port is on the router to be sure she has the modem connected to it.

Also please be sure to test pressing the Cable Button, then the green circular power button to be sure she is attempting to turn on the STB. She can be a difficult customer to work with even simple instructions like this.

Hey Matt, here is the info for troubleshooting red service light on 844E for wireless customer. Sometimes the router may get factory reset and lose the PPPoE login information. Follow these steps to check that.

Assist VM filtering is back on. Has been updated and no longer requires my email client to be running. Let me know if we see any in the inbox or wrong folders once we start getting some VMs.

If everyone can test their soft phones over the next few shifts and get the hang of it, that would be great. You may find some finicky things, or run into some issues, but this is why we want to use it for a few days or a week to get used to it. This way we will be ready to go when/if internet or hydro goes out.

They are all in there. Create your personal favourites list and you can list more contacts at once if you change the view to smaller icons. For Hay the helpdesk number is under "Marcel 4400".

If we switch back to hardware phone for now, when Chad is free later on we will ask him to look at: • frequently being notified that allworx has found a new route and needs to restart, and the softphone restarts with 7 seconds - regardless if you are on a call or not • ~check the hold settings, as we are finding when we put someone on attended transfer and cancel, there is dead air when we come back until we put the call on hold and resume it~ ◦ ~this issue seems inconsistent but is for sure happening~ • Peter is not hearing any ringing when customers call however he is hearing ringing when I call him • Jabre handset working over hardwired USB connection, but not over bluetooth and the 360 USB dongle • Anshul intermittently is unable to log into the queues despite typing the correct PIN

• ~check the hold settings, as we are finding when we put someone on attended transfer and cancel, there is dead air when we come back until we put the call on hold and resume it~ ◦ ~this issue seems inconsistent but is for sure happening~ The above issue should be straightened out. Just needs some testing.

If Adrian from ticket 80870 calls tonight, try to help him out, but marcel and I found the problem, so just read all the notes in the ticket and you will understand everything I told the customer, he no longer wants to speak to me. "I have been dismissed from the case" is what he said.

It can be a pain sometimes. On my office phone depending what line I use depends on whether a number needs a 1. One line is based in Bayfield one in Kippen so im always redialing when i get the 1 wrong lol

Thanks for coming in early Anshul! I'm also outta here myself for the weekend. You guys have a good one!! It will be a bit tougher with just two on, but keep eyes peeled for emails/VMs/etc...

[9:13 AM] Still ongoing wireless issues with HP Cambium 3.65. (10.237.103.x SM's ) Intermittent interference is best guess at this point. causing SM's sessions to drop and reconnect. customers with poor and sub par signal to begin with will have a tougher time reconnecting. Log any new tickets with detail. we can follow up when we know more.

Just an FYI that Hay IPTV DHCP server has no free leases. Some customers who reboot their STB will not get a lease and ask for an IP. <@U01CW1RE0N5> is checking further into it for you.

so we have a squall warning, stay off the water, a severe Thunderstorm watch (large hail and high winds) for the area and a Special weather statement due to the high amounts of rain expected. What a fun day if you are in the weather forcast business. At least one of the three may come true.

<@U01N1MKP336> It looks like someone 'completed' the DISPATCH task. If you go to Workflow tab, right click on TMDISPATCH-DISPATCH and click Re-open. Then make sure the assignments are good, and last step is to make sure the ticket status is correctly set as 'AMP Escalations'.

OK, thanks I think I will check with him to see if he'd be up for three h or so to help us out considering the steady calls and small bit of storm damage we've already started to see.

<@U01N1MKP336> is coming in for a few hours to help. He is busy at the moment but when he is free he'll join us, likely within an hour and a half or so. We should be good after that as we will also have Matt and Jeff

When checking VMs you'll find one from a Private caller (who may have left more than one VM). He complained about having to wait on hold in the queue. We informed him it is due to longer wait times due to the storm. Please put this in as a comment when you get to his VM ticket. ```TRYINGHayComm Main7/29/2021 9:59:04 AM0HAY My Support Q4501 RINGINGHayComm Main7/29/2021 9:59:04 AM3HAY My Support Q4501 QUEUEDHayComm Main7/29/2021 9:59:07 AM3448Hay My Support Q*4402 COMPLETEHayComm Main7/29/2021 10:56:35 AM0Hay My Support Q*4402```

Just a note to make sure no one on support is asking customers if they are vaccinated as it is a privacy concern. I see it written in a lot of escalated tickets and I assume it is the customers giving up this information freely.

There is a retirement party from 12-2 today for Hay side, so not sure what the availability is to reach someone on level 2 at this time. You can try to get through but I'm not sure if anyone will answer from this time.

near the end of my shift I lost the connection to the Allworx dashboard and got this error - An error occurred during a connection to 10.10.6.240. Certificate key usage inadequate for attempted operation. Error code: SEC_ERROR_INADEQUATE_KEY_USAGE I did not lose my VPN connection

We escalate to repair and a tech goes on site to replace the router and make sure it is installed in a good spot and they check that WiFi coverage is good and they also install APs($4/month) where necessary.

If you are talking about John Winspear TT, they picked up the router from Zurich this afternoon, but can't log into the router to set things up. The office told them to call support to have it done. It would appear there is some miscommunication with the office not saying a visit is required to set it up.

Just to clarify, the Hay Xstream TV can't just be downloaded from the internet for SmartTVs. If it doesn't come up on the SmartTV when you search Hay, then their SmartTV model is not compatible at this time. They can either get their own Firestick, or supported device, or they can rent an Amigo 7x STB from Hay.

for people who have arrived from the USA with the new Border rules - Have gone through Border requirements to get in, 14 days fully vaccinated, negative PCR test 72 hrs in advance, ArriveCAN documents done in APP. What is the protocol with the questions and getting repairs done?

There is a status message up for TCC and Hay saying this: Due to the recent lightning storm, we are experiencing longer wait times then normal, please wait on the line to report your trouble or press 0 to leave a message. You can also open a ticket with your smarthub app. We appreciate your patience.

You could if you want, but if you do it later, just stay in the queue and be set to 'lunch' link normal. you may have a few VMs to come back to or a few people waiting in queue, but due to being short staffed today that is just how it will be... kind of like it is on a Sunday.

3:00:07 PM) Pete: There is a 50 pair cable cut in Wildwood from the crew that was doing some drainage work there. This is the cause for the DSL/services being down to some people in Wildwood. Justin just got there FYI

Sounds good, everyone should have the assist webmail open in a separate browser than their @my-support.ca as a backup since Office 365 starts blocking TB after so many IMAP connections.

For any tickets regarding swapping an AR-5381u if you reach the customer, let them know, do COVID-19 questions, and escalate. If you get VM, leave a message and close the ticket and we will wait to hear from the. If they don't want to swap, note it in the ticket and close it.

I see there is a ticket marked for Monday that hasn't been looked at yet. TT#81618. • 804Mesh has bad signal • other devices have bad WiFi signal • she may need more 804Mesh APs if there are other areas that are not good • find out what areas are bad ie: if they are in the house or elsewhere

FYI for the email question I have removed and from AutoSSL so the certificate stops trying to renew. They don't host their site with us, it points to another web server so that is where they have their SSL certificate installed.

Could you please call 81839 and have them troubleshoot by disconnecting phone devices one at a time to see when the static clears. Re-escalate to repair if it does not clear after all phone devices are disconnected.

Hey Anshul, I was just checking how it is going since we're short staffed tonight. Looks good so far. Just need to catch up on three VMs from the afternoon and I added info to one ticket.

If the person with the CXNK00898F5D 844E and the 261807039099 804Mesh calls in. I've changed their SSID to "Call For Support" since we cannot determine who has these devices. You will need to find out who the customer is, open a ticket, etc... and call level 2.

& dont close the ticket because I will need it open for tomorrow, so if he calls back, get his email, send him either the link or the PDF and then I will deal with the ticket tomorrow.

Tried to send an email from Amp and got this error: An error occurred while sending mail. The mail server responded: 5.2.252 SendAsDenied; not allowed to send as ; STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message.

OK - reminder for everyone please try to be ready to be logged into the queue right at the beginning of your shift. Morning start at 8:00 has more time before the queue opens, but all other shifts we should be logged in right at our start time.

Everyone, please be sure to get the big picture when you are reviewing someone's trouble. For example, if they are reporting phone and internet down don't just try to call them and consider the ticket dealt with. Check their phone service, do line tests, see if the ONT is up, etc... and make comments in the ticket or escalate as necessary.

My allworx is acting strange I think. It says that someone is waiting but there is no one listed for the cue depth. Normally it would say 1 person is there if there is a wait time?

The call is Nigel from Colonial according to the Allworx View. I think it must be a ghost call of some sort as there is no queue or wait time right now. I've just called the support queue for a test and got Anshul right away.

<@USC2UF467> please do call backs and start with TCC to make sure they are caught up before tackling all the leftover Hay ones. I am filtering out Hay troubles where we know the modem is fried. <@USANXL7TL> will stay in the queue while <@U01N1MKP336> sticks to exclusive Hay call backs.

This is an old school modem we used to use. Don't see that very often these days but there are still some out there. Automatic ticket escalation for a new modem if you ever hear of one.

just fixing two at the same address right now, rebooted the ONTs but it didnt work, said connected but no internet, just deleted the mac and deleted the session from dalo and I think we may be in action

We are still falling behind, so please prioritize what you are working on and if you have an issue you can get back to a customer later on we may have to sacrifice first call resolution for the time being.

Letting everyone know Anshul has giving his resignation notice as he has found a new job. We can hear details from him at our next meeting but let's all wish him well. Also, today is the last day we are receiving applications so if you know anyone who has been on the fence, now is the time to nudge them to apply.

Hey, I took a look to get ahead of things for the morning and I've updated 82220 for you with some info to get back to the customer with. Also found one submitted by smarthub and set it to the My Support status. Have a good night!

Any reports of cell phone drops please get the number of the cell and post it on the #haysupport channel before closing the ticket. We are collecting phone numbers to help push bell to take quicker action on our ticket. More numbers the better.

I am just putting it out there, that on the TCC side they have Terry Grant that must be friends with Fred Scott on the Hay side. They both start out with their life's story and neither one I want to hear about.

I'm just going on break, have to pick something up from the store before it closes. If I'm a bit longer then my break for whatever reason I will just stay longer tonight to make up for it.

We are getting ready to do a PON cutover which is going to affect 10 customers. 40 5TH AV UNIT 3 40 5TH AV UNIT 8 40 5TH AV UNIT 2 39 ST CHARLES PL 40 ST CHARLES PL 40 5TH AV (UNIT 4) 42 ST CHARLES PL 44 ST CHARLES PL 36 ST CHARLES PL 40 5TH AV UNIT 5 They may need a router reboot after and we will get the phone back up within 15 minutes

Robert Cianci is contacting management about the fact that he had to wait 29 minutes in the Q. Says he expects more of us. Wants to talk to management about us hiring more people to help lol

At Apple a lot of customers complained about the skill level of most support people and I was like yeah okay? Want me to send you a job app? Think about how many damn Apple customers there are and how many people actually wanna do this job :man-facepalming:

You could put a sign outside the store - Stop - If you are buying a device for your elderly parents, answer the following question, do they live next door, proceed in, if not go away

tbf the helpless old people with new Apple tech were often the friendliest. The worst was the highly educated people who wouldn't admit their PhD has 0 relevance to their ability to use an iPad

My thunderbird has been useless for over an hour. Ive tried the usual shutting down and waiting then restarting fixes. Just letting you know Im not able to access VMs / email for the time being. It says server disconnected.

<@USANXL7TL> and everyone else - Make sure you always have the assist account open in a tab in a second browser via webmail because with this many people connecting via IMAP in thunderbird Office 365 will throttle us due to too many connections. If you want to keep it in Thunderbird as well that is fine, but recognize you will get that error on occasion with multiple people connecting via IMAP to that account.

There are two models of Docking Stations that we have ordered in the past. I just want to know which models you guys all have and which one we like better if you have different ones. Please let me know ASAP as we are ordering additional ones today.

heads up I checked that TCC VM just waiting on Joseph because I shadowed him talking to this guy earlier, he was told to call the company that apparently helped him setup his 3rd party router (for the pass) and looks like he just called us again instead :joy:

alright re-opened that TCC VM Ticket. Be a 2 second call, just need to advise him he called the wrong # (accidentally called us again) and either call whoever setup his router or pickup one of our routers instead so we can help him

I love people with animals because every time someone's on the phone with me and I'm doing something all I can hear in the background is "whos a good girl, are you? yes you are" or other things like that lol

I am going to be heading out at 3pm today, I tried my best but my throat is getting worse and it hurts so much to talk. Let me know if theres anything anyone needs before I head out.

If everyone could please take a moment to read my response to Angela from the Canadian Surrogacy Community, it is good information that you should be aware of. Please put a check on this or something to indicate you've read it.

I'd stay logged into the queues in themeantime, or confirm the callbacks are all done. If there's no calls feel free to work on the worksheets or equipment list between calls but be ready if a queue call comes in.

So this morning none of the waiting on customer tickets were set to needs to be called and they hadn't been touched in days. This is not acceptable. Everyone should be looking at these tickets.

First they have to subscribe to Crave and have it set up on their account in Minerva. Second, they register for account. Third, they go to crave's website and click log in, use hay as the provider, and log in with their WTVE account they created.

Normally it is Natalie who looks after making sure Queues are getting looked at, and making sure someone is on call backs - all as part of being our amazing Lead Tech on the support team.

Trying to determine who has this router: Similar to when we had some 844Es in TCC territory, but this time it is someone hooked up to Hearst Connect ISP up north. I've asked around and no one knows who it may be. I've set their WiFi to "Call Support ". If they call in we can confirm who they are and if it is legit we can add the 844E to their account. If not get their contact info and escalate to repair. It is possible a Hay customer brought it from their house as well. They should get set back to CXNK003D60E5 34292de3a0abdd2f to restore their WiFi service after getting contact info and escalating to repair.

It's however long the customer was waiting in the Q plus however long you talk to them. It just shows that in interact, if you look at the actual stats in the allworx view it only shows how long you've been on the phone.

just an FYI we're having a funky issue where on TCC Kaon STB's they won't have audio on channels (60-62/71/362 are some of the examples I've seen on a couple calls). Joseph looking into possible solution with this customer now, thought I'd let y'all know though

lol ever hear of a printer, or any device for that matter...not accepting a 0 when entering the network password? His password is all #'s and all the others can be entered but it just outright refuses the 0 lol

Not everyone has checkmarked all recent messages in the announement board channel, please take a minute to go through all the messages in there dating back to Friday October 8th, read everything and checkmark anything that you have read please.

For the potentially compromised @hay.net email report, 173.209.153.53 appears to be CG Guelph, so their IP may have changed. Just confirming but it can be ignored in this case as it is legitimate.

Something had to be corrected in the IPMC profile. The Stingray channels come in from a different multicast IP block, and they were not currently allowed on the blades. So it would not have been working for any customer, until now.

If you call level 2 (when you call marcel it also rings me & the rest of the inside guys) and get no one then just slack me because if I dont answer I am also in the middle of something or on the phone already. I answer slacks very fast though.

So a customer is getting TCC TV installed tomorrow and we sent her the email to setup her password. It asks for username, but they have two emails on their account. How do I know which it'll be?

If any customers call in with a Static IP and hare experiencing slow throughput, please out the ticket to Outage Tracking. Also ask and indicate in the comments if they have recently changed routers at all.

Seems like users after the update are getting the google sign in section when they turn on their TV, older people don't understand they can just press skip and then go back to their TV. All you need to do is skip that if they don't want to sign in with their Gmail and then they should be fine. I've had two already in the span of 10 minutes lol

Just an FYI guys and gals, I had a ticket today (Hay Xstream) where the customers one STB video would flicker. Issue had only started occurring after the latest update. After a lot of troubleshooting, we determined it was an issue with just the connection to the home theatre, but directly connecting to the TV would work fine and other devices connected to home theatre in same port still worked. Solution: Turned out we had to change display resolution from 4k to 1080p on the STB and the issue was resolved. Any of the 4k resolutions and the issue persisted, 1080p worked fine though.

Marcel's been notified, just wanted you guys to know and possibly save you a long road of troubleshooting if you see this happening. Check if they're on a home theatre, test on just the TV and if it doesn't occur there, try doing the home theatre but with 1080p resolution set

Jeff can you put out a status message saying "Customers north of grand bend may be experiencing issues with their cable internet, tv and phone. We are looking into the issue. We appreciate your patience"

just a reminder, if you are working on a call try and have that TT created as soon as possible. If you require help from one of us or lvl 2 then any comments you have written and saved are there for someone else to read.

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I'll be back after lunch. If you call 4400 let it ring longer and it will roll over to Chris, Kraig, or Chad. If you don't get ahold of anyone and it's minor, Escalate To Repair and I'll check the ticket when I return. If it's a bigger issue (ie: effecting multiple customers), just slack Kevin or Richard on the Hay Slack asking for help if no one else is available.

FYI had a customer who already had Crave+ service and when he tried accessing it from the app on Roku (idk that this would be the case everywhere), it was telling him he had to subscribe to access content. Just had to sign him out and back in

<@U02GZH0KBND> If you log the VMs first and then work on call backs for now that would be great. At some point this morning I'll call you so we can go over your Allworx Recordings set up and R:\ drive mapping as well. It doesn't seem to have saved from our earlier set up the first week.

Troubleshooting details If you contact your administrator, send this info to them. Copy info to clipboard Error Code: 120016 Request Id: 7816face-1fbb-45bc-accb-c6b3faf6b300 Correlation Id: f8aebc48-45e8-45e6-9a0f-84eb37644cff Timestamp: 11/01/2021 18:42:49 Flag sign-in errors for review: Enable flagging If you plan on getting help for this problem, enable flagging and try to reproduce the error within 20 minutes. Flagged events make diagnostics available and are raised to admin attention.

Thanks for your hard work on the migration <@UPA7Y6160>! We will get all set up and move forward on the new setup with Microsoft Teams coming up and migrate all of our chats over there.

Customer Service Tip: One of our aims is First Call Resolution. If we can help it we try to stay on the phone with the customer and resolve the problem. Call into 4400 if you need any direction, or ask your team members. Not every call can achieve FCR, but it is our aim. Aim definition: • have the intention of achieving

Whoever responds to the Mulder email, let them know that all we can do is recommend they upgrade to the fastest available Wireless Internet in their area. Since they are on Huron Park AP they can go from Direct Wireless (2Mbps x 0.2Mbps) to Innovative Wireless (10Mbps x 1Mbps). Let them know that even 10x1 can easily get maxed out however. They would need to be transferred to the front desk to put the order in.

I'll be logging out shortly. Gotta go help someone set up their new Macbook Pro (one of the few people I still help on the side). Didn't have a babysitter so they said they would lol Have a good night. I'll check in later likely to see how things are going with escalations.

Let him know we apologize the installers left without verifying things were working and that Chad will be calling shortly to follow up with him. <@U02GZH0KBND> <@USANXL7TL> <@USC2UF467>

I called Kerri direct then tried to blind transfer to her but I guess because I already had her on the line it screwed it up. I should've just chosen attended transfer in the first place

IPTV/Cable TV Remote TV Quick Setup Reminder: 1. Press and hold SETUP until LED light blinks twice 2. Press TV button. 3. Press and hold OK key. 4. Release OK key once TV turns off. Test remote.

Yeah that's odd, I don't see it displaying in Teams, but I got an email saying you were trying to reach me... Try posting in our Teams channel rather than Chat if that's where you posted and we can see if that works better.