2020-01-15 15:37:02

<@UJUDPEBA6> has joined the group

2020-01-15 15:37:02

set the channel's purpose: My Support Team Discussions

2020-01-15 15:37:54

<@USC2UF467> has joined the group

2020-01-15 15:37:54

<@UNZ3BSK99> has joined the group

2020-01-15 15:37:54

<@U81FYTZ43> has joined the group

2020-01-15 15:37:54

<@UPA7Y6160> has joined the group

2020-01-15 15:37:54

<@U82ELCC4E> has joined the group

2020-01-15 15:37:55

<@USDAJAEL9> has joined the group

2020-01-15 15:38:15

<@U81H01GTV> has joined the group

2020-01-15 15:38:50

This is where we can ask questions or communicate regarding our support team

2020-01-15 15:41:00

<@USANXL7TL> has joined the group

2020-01-15 17:05:09

Sounds good!

2020-01-15 17:07:29

<@U81L1KUCT> has joined the group

2020-01-15 18:11:30

<@U82ELCC4E> has left the group

2020-01-16 20:00:23

I thought about adding Jenna and Meagan to this channel, but determined it would be best to keep this one just for Level 1 Support discussions regarding anything AMP, TCC, or Hay. Later when we go over AMP training 101 with me next week, we will talk about how we escalate to Jenna/Meagan for review and dispatch. Then _even later_ than that, on Feb 5th when we have Advanced AMP Training with Geoff, we will get into more details.

2020-01-22 20:41:25

If someone who is having problems accessing can do a screen connect, let me know

2020-01-22 20:49:00

i can if you would like

2020-01-22 20:50:48

Sure, your code is 42

2020-01-22 20:53:50

Should be good

2020-01-22 20:54:21

public IP was blocked by the firewall so could not access any sites on I cleared the block and whitelisted the IP

2020-01-24 20:25:10

Can you also whitelist 163.182.192.132 (tcc office static) and 163.182.194.75 (christopher static) as well please.

2020-01-22 21:04:00

thanks marcel :+1:

2020-01-24 21:13:00

image.png

2020-01-28 16:04:38

<@USPQ72P2L> has joined the group

2020-01-29 20:38:37

2020-01-31 17:06:24

<@UT1FEU999> has joined the group

2020-02-03 14:50:15

I sent some more questions to the assist mailbox for you guys to go through

2020-02-04 13:14:21

Joseph will not be in today. Car troubles.

2020-02-07 20:45:54

<@UTSQT8206> has joined the group

2020-02-10 15:34:13

Morning, Jeff, Peter & Joseph did you guys get the email is sent this morning regarding Greg Beuermann?

2020-02-10 15:35:51

yes, I was planning on calling after 11 am

2020-02-10 15:50:59

<@UPA7Y6160> <@UT1FEU999> how can we figure out how busy a customer is on wireless, just getting some info for TT 26344. Link detect 292, Link lost 291, and Link uptime 52 mins

2020-02-10 15:55:14

Perfect! I just wanted to make sure i have the correct email address.

2020-02-10 16:24:49

<@USC2UF467> You would used NTOP to find that out. DSLGW to determine their ip with the mac from the radio then look them up in NTOP to see usage. Unless their PPPOE

2020-02-10 16:37:20

I have forgotten what NTOP is

2020-02-10 16:34:07

they have a Dlink router, given their SM has been up for 21 days, I am thinking it is their router acting up, am I wrong thinking this?

2020-02-10 16:35:07

They showed quite a few Ethernet link loss and detects... did they say if they reboot their router frequently? If not, maybe it is an ethernet problem? If they do, it could indicate usage is maxing out on occasion, especially if the problem is resolved briefly after rebooting the router

2020-02-10 16:49:37

yeah 300 links in 21 days is alot. It could be their router, or the ethernet between the SM on the roof and the router.

2020-02-10 16:50:06

I see that alot with broken ethernet cables going outside

2020-02-11 16:00:00

The TCC Level 2 line should be working again

2020-02-12 15:51:14

<@USANXL7TL> <@USC2UF467> <@USDAJAEL9> I've assigned you some more trouble tickets to look into

2020-02-12 15:53:09

Ok. Thanks.

2020-02-12 21:39:30

TKJHKAMP - Is Joseph here today?

2020-02-13 15:35:18

Hey everyone, make sure if you assign yourself a ticket that you do not fill in the time and date unless you are closing the ticket.

2020-02-13 15:35:31

ok

2020-02-14 19:32:40

Make sure for the e-mail trouble calls you are leaving a ticket on every call so theres a record they called even if there was nothing done and its a quick call

2020-02-17 14:59:36

Who is on call today for tcc?

2020-02-18 20:53:21

Hey everyone, make sure when you fill out the troubleshooting part of the repair form, you put details on what you did to try to solve the issue. Detail is important, even if you paste your note.

2020-02-18 20:55:32

Ok. No problem. Ill make sure that I do that in the future.

2020-02-18 21:39:04

yep no biggie. :slightly_smiling_face:

2020-02-19 21:14:32

Possible issue with webmail for for some macos/ios users. We are looking into it

2020-02-19 21:18:59

okay so I heard back from Pete: We upgraded the webmail interface last week.� One of the updates was TLS 1.2/1.3 and no 1.1 anymore.��� TLS 1.1 is losing support of all major browsers (I think) in March.��� When we checked the stats, there were only 8 people using TLS 1.1 in the last month and everyone else was newer.� I'm guessing this is an old browser and they need to do a Safari update or use a different browser.

2020-02-20 13:26:29

thanks

2020-02-20 18:56:14

I just made ticket 26478 the ont is down can someone please call and troubleshoot with the customer

2020-02-20 19:03:10

never mind no need to call them

2020-02-21 13:12:53

I have added some ticket statuses for you guys

2020-02-21 13:13:10

you are too kind

2020-02-21 13:13:15

My lucky day

2020-02-21 18:11:43

Hurontel support is offline from 2-3pm today for their monthly meeting

2020-02-21 18:12:04

ok

2020-02-21 18:12:22

I am in the queue

2020-02-24 15:02:30

Morning! Can someone please call and troubleshoot the stb issue b4 I send someone out 11203792 ticket 26506

2020-02-24 15:12:13

ya sure thing

2020-02-24 15:26:13

thanks

2020-02-24 15:29:31

trouble shot box does not show up in minerva at all and wiring is correct, and there is no prompt for activation, said he was available from 8-5 everyday just to give him a call b4 coming out, do you want to escalate?

2020-02-24 15:29:48

cant do very much cuz it isnt in minerva

2020-02-24 15:30:10

can you call me please

2020-02-24 15:36:01

Did you guys get the name from the person at 92 Goderich St w?

2020-02-24 15:37:14

No, he didn't provide his name to Peter. Peter is in the process of escalating the ticket. It was Apt 3. He became very irate and I disconnected the call.

2020-02-24 15:37:42

We feel Like his name is Luis and he has mental issues.

2020-02-24 15:40:04

Yeah I think so, so we were trying to be extra considerate of that. Got him to switch some inputs, but he didn't make it to the proper input before he blew up. It was "No Signal" he moved the box, so his cable could have come loose from the back of the TV, or he may just now need to go to the correct input. It is possible someone may be able to successfully help him over the phone if he calms down and someone tries again in a bit. But he got pretty upset and was ready to "tear the TV off the wall" and "shove it *****************".

2020-02-24 15:58:24

yah hes way crazy. but we deal with this guy all them time when he lived in clinton

2020-02-24 15:58:34

guess he is back....fun times lol

2020-02-24 15:36:05

Joe looked him up by the last name in minerva and this is what came up.

2020-02-24 15:36:05

image.png

2020-02-24 15:36:36

When we looked up the account code it brought up the right account...

2020-02-24 15:36:36

image.png

2020-02-24 18:17:37

Can someone please call Tina Shanahan 11226538 tikcet 26515. thanks

2020-02-24 19:04:26

I can.

2020-02-24 19:06:13

Thanks!!

2020-02-24 19:07:26

no answer, left a vm.

2020-02-24 19:07:43

ill call again in an hour or so

2020-02-24 19:08:11

thanks

2020-02-25 15:38:10

Was someone trying to call me

2020-02-25 15:38:22

not me

2020-02-25 15:38:25

me i talked to casey

2020-02-25 15:38:37

oh, I didn't realize he was online. okay

2020-02-25 19:35:12

ticket 26510 please dont forget to call them today

2020-02-25 19:41:58

I think Jeff might be doing that now :slightly_smiling_face:

2020-02-25 19:42:10

perfect thanks

2020-02-26 21:54:44

are the people on roman rd fixed yet?

2020-02-26 21:54:50

26552 & 26551

2020-02-27 19:11:47

ROBBINS SHARON - Who just talked to her?

2020-02-27 19:14:33

not me

2020-02-27 19:14:45

not me

2020-02-27 19:17:25

not me

2020-02-27 19:17:34

I found who it was thanks

2020-02-27 19:31:46

tcc line that we log into calls and then goes to a busy signal when trying to login

2020-02-27 19:36:20

on all phones or just yours ? pete and i were working on a more perminant setup for tcc q

2020-02-27 19:37:10

all of us get the busy signal

2020-02-27 20:32:52

TCC q works now

2020-03-02 18:36:03

Hey Jeff are you available, I have a Luke asking for you

2020-03-02 18:36:55

Jeff's extension is 6019

2020-03-02 18:36:57

2020-03-02 19:41:12

weird, I couldn't dial his extension

2020-03-02 20:13:47

Thats a hay extension. for casey its 6074

2020-03-02 20:14:02

oops my bad

2020-03-02 20:14:36

soon we will have a direct number to reach you guys and bypass the queue

2020-03-02 20:16:34

Chris@Hay is looking at the Allworx to see if he can tell why TCC calls are not coming into the ACD. <@UPA7Y6160> Could you please also check your side with Pete@TCC? When I tested I got about 5 rings after hitting 1 for TCC Internet and TV support, then after that I got prompted a second time to hit 1 for Internet and TV support, and the second time I got forwarded over to Internet Support at HuronTel

2020-03-02 20:18:03

My understanding was that we didn't have the calls routed to the ACD yet its still setup the old way

2020-03-02 20:19:09

Any changes pete made the other day he reverted to fix registration issue with their existing extensions

2020-03-02 21:07:47

Thanks Chad! We are back into the other TCC Queue.

2020-03-03 05:01:37

Apologies. I did create the TCC q on the Allworx. So you might have seen that. Sorry if that caused confusion

2020-03-03 13:16:56

No worries at all! We were keeping busy with Hay and Amp calls.

2020-03-06 17:37:00

Hey Peter, 26673 can be closed eh?

2020-03-06 17:37:49

I'll check after I am done with my current call

2020-03-06 17:39:45

.

2020-03-06 17:59:07

These are the asus rtn12 routers most of our customers have, some customers have the older white rtn12s but there aren't many of those out there

2020-03-06 17:59:07

asus1.jpg

2020-03-06 17:59:07

asus2.jpg

2020-03-06 18:00:08

There are pictures of some of our other equipment here

2020-03-06 18:00:23

thanks

2020-03-09 14:20:45

Looks like Christopher has not made it in as of yet so if you need anything pete is here. You will have to call him directly. You can also call me and I'll see if I can help you.

2020-03-09 14:28:58

:heavy_check_mark:

2020-03-10 13:45:53

A bunch of voice stuff is currently broken. Pete is on his way to bayfield now to see what is going on.

2020-03-10 13:52:32

From Pete - There is some kind of equipment failure in bayfield causing a lot of voice services to be down. Started around 9:22. I had just woken up from maintenance last night. It looks like about half of the facilities are down. I will be heading there shortly to have a look. I wont be available for anything else other than fixing this issue. Anything else can wait.

2020-03-10 20:25:18

2020-03-13 17:25:43

Has anyone called Diamond Concrete yet?

2020-03-13 18:24:22

I have not

2020-03-13 18:24:44

it's okay i got it taken care of

2020-03-13 18:24:50

awesome thanks

2020-03-16 14:29:09

can you guys call Margaret Underwood at .

2020-03-16 14:29:10

margaret got a new tv, and needs help programming her remote

2020-03-16 14:54:11

Anyone see my message?

2020-03-16 14:55:12

Are you taking care of that one Peter?

2020-03-16 14:55:31

yup

2020-03-16 14:56:02

Ok. Thanks.

2020-03-16 14:56:14

Thanks guys!

2020-03-16 15:00:03

no answer but will try later

2020-03-16 15:20:04

I am in for the day

2020-03-16 15:27:42

thanks

2020-03-16 15:27:48

maybe she's down having lunch

2020-03-16 15:30:35

<@UTSQT8206> What is your direct #?

2020-03-16 15:31:42

2020-03-16 15:53:22

FYI - We are not aloud in to 100 james st nursing home. If you have a trouble and cant fix it. Escalate it to me and i'll take care of the rest. Please let the customer know will come when we are aloud back in the building.

2020-03-16 15:53:37

ok

2020-03-16 16:06:47

same with 820 turnburry

2020-03-16 17:38:44

2020-03-17 12:22:46

TCC Q should be active for calls this morning. Outbound calls to TCC customers. Should use the TCC support call appearance for outbound calls to TCC customers.

2020-03-17 12:23:16

Will be adding another for AMP for outgoing caller ID

2020-03-17 14:37:17

New DIDs: (al 10-digit DIDs, just writing 4 due to laziness) 519-263-XXXX 2212 - Main Support Queue 2213 - AMP Support Queue (security) 2215 - Natalie 2216 - Peter 2217 - Joseph 2218 - Jeff 2219 - Casey

2020-03-17 14:43:28

Nothing really to be done with this info other that let you know your TCC specific direct phone numbers.

2020-03-17 14:48:25

Did you setup my phone as well?

2020-03-17 15:09:04

wasn't on that list above that i got from pete.

2020-03-17 15:10:15

k. I can sign into the TCC queue though?

2020-03-17 15:10:25

Yes

2020-03-17 15:31:08

TCC Q on the allworx server.

2020-03-17 14:38:46

Thank ya

2020-03-17 15:46:08

I am logged into the tcc support chat btw

2020-03-17 15:46:21

Excellent. Hay Chat is hot right now. I just did one, and now Peter is doing one

2020-03-17 15:46:37

Yeah I tried to grab them before both of you.

2020-03-17 15:46:40

lol

2020-03-17 15:46:43

Too fast

2020-03-17 15:46:53

Challenge accepted!

2020-03-17 15:46:57

lol

2020-03-17 15:47:18

The one is who I spoke with earlier so I had been keeping me eye on it

2020-03-17 18:05:18

Just on with a customer I'll be a few minutes

2020-03-17 18:07:32

I am on customer right now, hope to be there on time

2020-03-17 18:08:34

We will just do what we can. We will fill anyone in on all the big news if you have to miss the call.

2020-03-18 12:08:26

26852 needs to be called

2020-03-18 12:09:43

not even a good morning to start, what a task master

2020-03-18 12:10:37

LOL

2020-03-18 12:10:44

Good morning, call your ticket lol

2020-03-18 12:11:05

:smile:

2020-03-18 12:11:22

good morning too, much better :grin:

2020-03-18 17:51:06

Phone support meeting today hapenning?

2020-03-18 18:08:26

Likely but I'm not too sure.

2020-03-18 18:09:10

I'm calling in when it's time

2020-03-18 18:09:15

Me 2

2020-03-18 18:28:17

Nicole Sweica

2020-03-20 17:19:23

She couldn't open connectwise.exe because the laptop was a chromebook

2020-03-20 17:34:59

Ok. Thanks. She insisted it was a lap top computer.

2020-03-20 17:59:33

I mean, it is a laptop, just not using windows OS

2020-03-20 18:42:52

She said didnt know what an OS was.

2020-03-20 20:13:47

Their other modem is on port 42

2020-03-20 20:14:30

Should I reboot both?

2020-03-20 20:15:02

Sure, but given that their's a samsung mac address on the TV VLAN on port 43

2020-03-20 20:15:13

I'm thinking they've messed up some wiring and failed to mention that to you

2020-03-20 20:15:18

Love it

2020-03-20 20:16:25

haha possibly they've got their samsung smart TV hardwired for internet, and they've switched the eth cables going into the TV and the STB

2020-03-20 20:16:27

They are now getting the same message on another tv

2020-03-20 20:17:24

I doubt they will be able to figure out the wiring

2020-03-20 20:17:27

I'll try though

2020-03-20 20:17:28

they may have also plugged one of the lan ports on their router into lan 2/3/4 on one of the modems and that's made a loop just killing everything

2020-03-20 20:19:06

I would have them leave the router powered off and then powercycle the STB's 1 by 1 and so you can see where each STB is plugged into (or not plugged into on their modems)

2020-03-20 20:22:48

ok i tried to get them to check the connections, they can't really tell me clearly what its plugged into

2020-03-20 20:22:51

Or since they've probably got one of the routers lan ports plugged into 2/3/4 on the modem, just having them disconnect all the lan ports on the router and seeing if you see an ethernet link drop on one of the modems. There's 100 ways to skin this cat

2020-03-20 20:23:32

they don't need to know what anythings plugged in to really, they can just power things off and you can refresh the diagnostics page when you're looking at the modem so that you know where its plugged in to

2020-03-20 20:28:07

the two boxes having the issues are plugged into 3 and 4 on the modem 10.70.105.29

2020-03-20 20:29:15

Ya so on that modem there's a samsung TV MAC showing up on the TV VLAN

2020-03-20 20:29:49

So either they've got one of lan ports on their router plugged into 2 on the modem

2020-03-20 20:30:19

well that's what I bet it is

2020-03-20 20:33:41

I got them to unplug the ethernet going to samsung tv

2020-03-20 20:33:45

nothing dropped

2020-03-20 20:33:58

on either modem

2020-03-20 20:34:08

I saw another MAC for an internet device show up

2020-03-20 20:34:14

oi

2020-03-20 20:34:33

on the TV VLAN, 99% certain they've got an ethernet cord running from eth2 on that modem to one of the lan ports on their router

2020-03-20 20:34:46

lol im trying

2020-03-20 20:34:49

they dont see that

2020-03-20 20:34:55

just power off the modem

2020-03-20 20:35:00

and see which links drop on the modem

2020-03-20 20:35:04

power off the router ****

2020-03-20 20:40:06

k got them to unplug lan 2 from the router

2020-03-20 20:40:12

it was feeding lan 2 on the modem

2020-03-20 20:40:31

Perfecto

2020-03-20 20:40:53

Can probably just reboot the STBs now and they'll work

2020-03-20 20:41:29

yep im praying

2020-03-20 20:46:12

looks like they came up

2020-03-20 20:46:34

:+1:

2020-03-20 20:46:42

now hes wondering about his wifi on his laptop

2020-03-20 20:46:46

lol

2020-03-20 20:46:54

just have him reboot it

2020-03-20 20:46:58

ya

2020-03-20 20:46:59

on it

2020-03-20 20:47:03

so so so on it

2020-03-20 20:47:04

it probably has a TV IP

2020-03-20 20:47:08

haha nice

2020-03-20 20:47:10

lol

2020-03-20 20:52:07

working!

2020-03-20 20:52:14

im a hero apparently

2020-03-20 20:52:29

according to the customer lool

2020-03-20 20:52:36

You're mine

2020-03-20 20:53:43

:bananadance:

2020-03-20 20:57:04

Way to go - too bad we didnt' organize that social distancing video beer lol

2020-03-20 20:57:26

lol there is still time

2020-03-20 20:58:03

thanks casey

2020-03-20 20:58:14

Haha that would've been a clutch moment for social distancing video beers

2020-03-20 20:58:26

Anytime :slightly_smiling_face:

2020-03-20 20:59:55

alright im out, have a good weekend peeps

2020-03-24 18:34:27

<@U833L2G74> has joined the group

2020-03-24 18:35:14

Thanks no action in here how do I know who is working or send them a message to take a olark chat

2020-03-24 18:35:59

hi Paula

2020-03-24 18:36:16

Hi

2020-03-24 18:36:19

how do I see you

2020-03-24 18:36:33

hi

2020-03-24 18:36:45

Hi Joe

2020-03-24 18:37:16

someone from the support team is on from 8 am to 10 pm mon-fri and 9-5 on weekends to help, we are always checking for msgs here

2020-03-24 18:37:34

FANTASTIC

2020-03-24 18:37:57

THANK YOU SO MUCH

2020-03-24 18:38:15

THIS WAS THE MYSTERY ROOM I WAS MISSING

2020-03-24 18:39:03

they may be too busy at times to take a chat

2020-03-24 18:39:14

This is a problem that we may run into.

2020-03-24 18:39:32

Yes thats cool today has been extremely busy

2020-03-24 18:40:24

This helps

2020-03-24 18:40:50

who is currently in olark ?

2020-03-24 18:41:12

Here we are left with three CSR's Paula and Liz are in olark

2020-03-24 18:41:26

You can always post in this channel and do <@USC2UF467> <@USDAJAEL9> <@USANXL7TL> <@UNZ3BSK99> and you will give all of support a notification.

2020-03-24 18:41:42

Christopher went in this morning when I was by myself and honestly I didn't think about it since

2020-03-24 18:41:47

Usually I’m logged into olark but I’m off today

2020-03-24 18:41:55

Unfortunately sometimes you may notify someone who is off.

2020-03-24 18:43:15

I would like three more Olark accounts so all (Peter, Joseph, Jeff, and Natalie) can be logged in at once. It is a big pain just having one person logged in, and trying to juggle it around on top of everything else. I believe at our meeting we said that would be fine and I think we should go ahead with that.

2020-03-24 18:43:38

I second that.

2020-03-24 18:44:51

This is over my head sorry guys.

2020-03-24 18:53:54

All good, I've messaged Sara.

2020-03-24 20:36:21

I know you guys are getting slammed I appreciate your great work.

2020-03-24 20:42:08

Everyone is putting the internet to the test.....

2020-03-24 20:42:18

Max

2020-03-25 12:51:53

Is there any particular First Name you want use to use for the Olark channel? Do you want a common name that the customer sees, i.e. TCC Support or My Support

2020-03-25 12:52:06

I've got it set up as Peter@My Support.

2020-03-25 12:52:26

We'll set everyone as Name@My Support

2020-03-25 12:52:50

so first name is that then?

2020-03-25 12:53:19

yes, I will set it for everyone

2020-03-25 16:21:22

TKPNSAMP

2020-03-25 16:21:42

Are you free to talk to Morgan corp again no internet

2020-03-25 16:21:49

ticket 26934

2020-03-25 16:21:58

no a call, will call him back

2020-03-25 16:22:09

nvm sherri got it here sorry

2020-03-25 16:52:02

np

2020-03-25 16:56:13

Can I transfer a olark to someone

2020-03-25 16:56:29

if I can figure it out lol

2020-03-25 16:56:49

I am on a call right so can't right now

2020-03-25 16:56:52

Im on a call right now too. Sorry.

2020-03-25 17:15:49

Thanks for the response greatly appreciated.

2020-03-26 16:36:56

Since I am off at 2:30, Hay TT 68098, they will call back after 4 pm today once they have swapped the STBs around. You will see comments from Marcel about the options, they are doing step 1 this afternoon.

2020-03-26 18:09:30

Anyone free for a chate

2020-03-26 18:10:02

Try <@USDAJAEL9>

2020-03-26 18:10:53

ok if customer replys I will

2020-03-26 18:11:33

<@USC2UF467> should be back from lunch soon too

2020-03-26 18:13:38

I think it worked thank you so much

2020-03-26 18:13:52

ya i got it thanks

2020-03-26 19:02:08

anyone free now?

2020-03-26 19:02:49

i am

2020-03-26 19:32:20

Thank you

2020-03-26 19:42:21

I lost my connection to her chat so I opened a ticket in case she contacts us back

2020-03-26 19:44:58

9.52 download , so it must be something at my end thanks they wrote this back did you see it

2020-03-26 19:59:31

Yeah they had high upload usage. Thanks for the update paula

2020-03-27 16:09:33

<@UTSQT8206> I'm on call right now.

2020-03-27 16:09:41

If you need me slack me.

2020-03-30 14:22:25

Can anyone tell me the log in information for groves tv.

2020-03-30 14:22:31

for there security cameras

2020-03-30 14:23:23

My Support Team is behind, and getting slammed, so we will have to put a ticket in for someone to get back to them.

2020-03-30 14:23:57

5 calls in queue, 7 VMs. It will take a bit to get caught up.

2020-03-30 14:24:12

Yes we are all busy I understand....thanks

2020-03-30 19:06:32

ticket 27005 sent this back to you guys. can someone have a look please and thanks

2020-04-01 20:35:33

anyone free for a chat

2020-04-01 20:35:44

im still on the phone

2020-04-01 20:35:53

and im off at 430

2020-04-01 20:35:57

ok our Pete is looking

2020-04-01 20:36:13

i can which one

2020-04-01 20:38:51

we are good but thanks

2020-04-02 13:13:29

In Olark, I have notifications turned on, but I think I missed a chat since I didn't get any notification one was being transferred, not sure how this process works

2020-04-02 13:47:07

It usually makes a sound for me and then pops up with a red dot on the top.

2020-04-02 13:47:37

none of that happened, hmmm

2020-04-02 13:57:34

Guess maybe ill do the compromised emails today?

2020-04-02 13:57:59

Sure, but can you hop in the q? 2 calls in there now.

2020-04-02 13:58:32

Ok ill get in now.

2020-04-02 17:14:04

how do I accept a chat in Olark again?

2020-04-02 17:14:21

Just reply to it

2020-04-02 17:14:30

missed another

2020-04-02 17:14:31

nvm

2020-04-02 17:14:35

christopher replied

2020-04-02 17:14:37

dont bother

2020-04-02 17:14:41

i missed it too

2020-04-02 17:14:45

didnt make a sound

2020-04-02 17:15:29

it says I am logged into multiple chats, that was the same error when we had one log in

2020-04-02 17:15:54

hm

2020-04-02 17:15:59

Mine doesn’t have an error

2020-04-02 17:24:37

Peter try relaunching the chat now

2020-04-02 17:24:56

after this call I will

2020-04-02 17:36:21

when I log out it reconnects right away for some reason

2020-04-02 17:39:35

finally was able to log out, logged back in

2020-04-02 17:56:05

Theres a chat if someone can take it

2020-04-02 17:56:08

Im on the phone

2020-04-02 18:00:00

took it

2020-04-03 18:16:59

why are we getting a called transfer to support for TV account issues. Who ensures channels that a customer wants are subscribed

2020-04-03 18:17:48

I don't understand the question sorry.

2020-04-03 18:18:40

I am on a call right now because the channels he thought he subscribed to aren't working.

2020-04-03 18:25:03

the customer wants to see the Hollywood Suite on free preview, but not getting them

2020-04-03 18:33:49

I didnt realize the free preview was over

2020-04-03 18:33:58

Sorry trying to keep up...

2020-04-03 18:43:55

ok thanks

2020-04-03 18:44:58

Far as I know free preview of Hollywood Suite is still on

2020-04-03 18:45:17

they are all listed on our website

2020-04-03 18:45:25

2020-04-03 18:45:33

(14:33) Dan Harmer: Hollywood suite freeview ended March 31st

2020-04-03 18:45:49

IDK it is not my thing to keep track of I am just relaying a message

2020-04-03 18:46:28

I think Peters question was just wondering if we are supposed to relay this information to them or transfer to someone who knows about the tv packages and such.

2020-04-03 18:48:00

Ah I see where there may be some confusion too: HS is off free preview on Cable TV as of March 31 HS is still on free preview on IPTV until end of April

2020-04-03 18:51:25

I see the Hollywood Suite is on Free Preview according to the list

2020-04-03 19:01:33

Hollywood Suites is not on free preview anymore for Cable TV.

2020-04-03 19:18:40

can someone please call the ticket i made for 27148 at 2:26

2020-04-03 19:19:01

ya no problem

2020-04-03 19:19:05

thanks

2020-04-06 13:09:37

Morning! Is someone calling Wendy Dunbar?

2020-04-06 13:14:17

ya as soon as i get a chance i will giver her a call

2020-04-06 14:46:28

sherri i have a customer here for a service order #255093 and was wondering if the service was already turned up or going to be done later today?

2020-04-06 14:46:42

what is the account number

2020-04-06 14:46:54

11291670

2020-04-06 14:47:28

50/50 MEG HS - ONT SET UP I LET TRACI KNOW

2020-04-06 14:47:40

its already set up

2020-04-06 14:47:44

i will double check

2020-04-06 14:47:51

ok thanks

2020-04-06 14:47:59

did they get the wi-fi info from the last customer?

2020-04-06 14:48:05

no

2020-04-06 14:48:17

hum....then they wont get online

2020-04-06 14:48:26

maybe you can help them with that

2020-04-06 14:48:37

i can try

2020-04-06 14:49:35

is there a chance he could get one of our routers?

2020-04-06 14:51:13

yes we can always drop off a router to customers

2020-04-06 14:51:17

and yes its set up

2020-04-06 14:51:29

and its 4$

2020-04-06 14:51:35

you got it

2020-04-06 14:52:01

can i have you put a service order in for that?

2020-04-06 14:52:08

yup

2020-04-06 14:52:18

what does he want the wi-fi name and password to be

2020-04-06 14:54:09

WIFI Name: Denomme Password: Tessndad

2020-04-06 14:55:49

are you gunna call b4 you send it out he has to go out for an hour and said he be back by 12:30

2020-04-06 14:56:08

no i will call him once its dropped off

2020-04-06 14:56:29

ok

2020-04-06 14:56:51

thanks sherri

2020-04-06 14:57:27

NP

2020-04-06 15:55:01

Can someone please call ticket 27130

2020-04-07 12:24:26

before I call back TT 27198, Bayfield boarding kennel, any chance his service was cut off a week early?

2020-04-07 12:24:50

they are not turned off

2020-04-07 14:46:21

2 tickets added to call customers

2020-04-07 14:46:29

I took one

2020-04-07 14:46:50

I'm just looking into it, if I have time after I'll look at the other as well right away

2020-04-07 14:46:59

thanks

2020-04-07 14:47:24

which one, I will look at the other

2020-04-07 14:47:43

27202

2020-04-07 14:47:51

is the one you can look at

2020-04-09 13:18:38

I have a customer ( Barb Machan) on the phone who says someone from TCC (did not identify themselves) called last night around 9 pm to discuss a problem with them having 17 devices radiating out and 4 or 5 other customers are having the same problem. They only have about 7. The call display showed TCC. She didn't do anything, but called this morning. There is no TT for this customer. She thought it was scam at the time. I did say we would all identify ourself by name if we call or when we answer a call. Just thought I would let everyone know.

2020-04-09 13:19:07

what is her number

2020-04-09 13:19:16

she doesnt have dial tone with us

2020-04-09 13:19:22

she is wireless

2020-04-09 13:20:27

Her contact number is

2020-04-09 13:20:45

40365 Morris Rd

2020-04-09 13:23:35

It was Pete that called her

2020-04-09 13:23:42

I just checked the phone records

2020-04-09 13:23:58

Ugh I also told her I thought it was a scam.....no tt

2020-04-09 13:24:21

It deffiently wasn't a scam lol she has a wiring issue

2020-04-09 13:33:14

If a customer sends us a photo regarding an issue, is there any way to attach the photo to the TT?

2020-04-09 13:33:57

Hay has Vault that can be used, but it is rarely used for that at this time.

2020-04-09 13:43:21

Peter I also told her we had no record of a call so don't feel bad....

2020-04-09 13:46:01

Actually I am glad she called, some people would never think twice about calls and just do things. She was worried about the barn equipment and someone trying to pull a fast one and potentially do something. Enjoy the :sunny: this morning.

2020-04-09 13:46:27

Oh totally....yes the sun is beautiful thanks have a great day

2020-04-09 15:06:11

Raymond: Frederick st brussels could be out for a half hour

2020-04-09 16:03:55

can someone please call ticket 27244

2020-04-09 20:21:31

4 tickets that customer's need to be called.

2020-04-09 20:21:43

2020-04-09 20:21:58

this has been sitting since this morning and i dont see that anyone has called them.

2020-04-09 20:30:07

Will do when I can

2020-04-09 20:45:47

Thank you for calling 27244

2020-04-09 20:46:14

now only 3 more 27258, 27259 & 27263 need to be called please and thanks

2020-04-09 20:46:22

Working on it.

2020-04-09 20:46:39

I have other tickets as well I'm bouncing around with so I will get to it when I can.

2020-04-09 21:00:27

I have patricia on the phone and i'll do the troubleshooting

2020-04-09 21:01:03

I was told to escalate 27244.

2020-04-13 13:02:17

I just sent Huron Ridge Acres to Support

2020-04-13 13:02:32

Intermittent internet.

2020-04-13 16:20:52

MSG is looking in to some voice issues on cable modes in brussels.

2020-04-13 19:29:35

MSG brussels issue should be fixed.

2020-04-14 12:43:18

How many techs work at this time a day? this guy is sick of waiting as the first person lol

2020-04-14 12:43:36

One

2020-04-14 12:44:02

Until 10AM then a second comes in. Then a third at 1:30PM.

2020-04-14 12:44:14

Tuesday and Wed we are down one person because they have their "weekend".

2020-04-14 12:44:36

He can press 0 to leave a message but we are far behind.

2020-04-14 12:44:49

So if I took a message do I email it or do I make a tt? for the customer to get a call back

2020-04-14 12:45:26

Either should work, but they should know there is a delay due to high call volumes. They would be about 17th in line as far as I see

2020-04-14 13:23:50

Smith packageing is fixed she just called to say no need to send anyone

2020-04-14 13:24:23

I updated the tt

2020-04-14 13:41:17

ticket 27294 - can you guys tell me the tn to reach questzones and who the contact is for this ticket?

2020-04-14 14:35:24

Hello, anyone there?

2020-04-14 14:35:39

updated the number on the ticket srry sherri

2020-04-14 14:35:43

here

2020-04-14 14:35:47

thanks!

2020-04-14 19:00:59

make a tt and set it to My Support Needs To Be Called

2020-04-14 19:01:07

opps

2020-04-14 19:01:10

ignore that

2020-04-14 19:01:20

ok

2020-04-15 20:18:29

I just added about 10 vm tickets between Hay and TCC and there is still a lot of other call backs and then the que calls obviously. I know theres lots of work and Peter is leaving soon, so Joseph and I will do our best to get back to everyone as soon as possible.

2020-04-15 20:34:26

I'm going to focus on the call backs and such and if the que gets really busy I will jump back in and help.

2020-04-17 18:03:55

I'm on the phone with the siemon farms

2020-04-17 18:04:01

Someone is trying to call them

2020-04-17 18:04:07

not me

2020-04-17 18:04:13

not me

2020-04-17 18:04:42

Not me

2020-04-17 18:15:04

Twas Casey, all good. :slightly_smiling_face:

2020-04-20 19:28:33

<@USANXL7TL>

2020-04-27 18:16:51

(14:15) liz_tcc: cancel trouble for McMaster

2020-04-27 18:16:59

I dont see a ticket yet but maybe they left a vm.

2020-04-27 18:18:05

I see a Dave Mcmaster CSR taken needs action

2020-04-27 18:18:15

i see it now

2020-04-27 18:18:20

cool

2020-04-27 21:02:28

David Hallman has a ticket from this morning and he needs to be called ASAP. Thanks

2020-04-27 21:05:20

Ill call him now.

2020-04-27 21:05:39

He is not grumpy anymore

2020-04-27 21:05:42

I updated the tt

2020-04-29 12:47:23

Noticed this morning at my house CH 17 ABC freezing and received a VM from a Hay customer that Ch 47 ABC is also freezing. Has anyone heard of an issue with ABC?

2020-05-01 18:49:39

Can someone please call ticket 27768 back

2020-05-01 18:49:52

Very busy right now, we will when we can.

2020-05-01 18:50:00

perfect thanks

2020-05-08 20:34:27

I sent back to support last time we confirmed she was getting what she is paying for. This time we need to prove what is causing her service to drop please.....

2020-05-08 20:34:50

Will do

2020-05-08 20:36:45

Thank you

2020-05-08 20:37:01

I have heard this story from her many times before so fingers crossed.....for you..

2020-05-08 20:37:06

On the phone with her now.

2020-05-08 20:37:13

Should be fun :slightly_smiling_face:

2020-05-08 20:38:15

John says the ont looks fine - the issue is prob with the 3 routers as support said

2020-05-08 20:38:21

2018 trouble ticket

2020-05-08 20:38:24

FYI

2020-05-08 20:38:47

Okay thanks

2020-05-13 19:20:47

I just read the notes on that trouble from Crystal oesch you rock

2020-05-13 19:21:13

thank you so much

2020-05-14 14:06:19

tried to escalate TT 27983 but it won't let me assign it to escalate it

2020-05-14 14:06:44

K i will take care of it

2020-05-15 14:08:51

Service is being worked on in Brussels and it will cause service to not work.

2020-05-15 15:02:12

Cable is complete doing service in Brussels

2020-05-27 19:19:13

We sent Wendy wall back to support

2020-05-27 19:19:29

Wendy who?

2020-05-27 19:19:51

Wendy Wall says you called her

2020-05-27 19:19:55

I just called her and left a VM.

2020-05-27 19:19:56

has a tt

2020-05-27 19:20:00

she was on with us

2020-05-27 19:20:03

frig

2020-05-27 19:26:18

Im talking to her now.

2020-05-27 19:46:40

Wendy is calling again

2020-05-27 19:47:01

do we need to go help the poor lady before she dies of asthma

2020-05-27 19:48:24

<@USANXL7TL> let me know

2020-05-27 19:49:59

Ok. She hung up me. Ill call her back.

2020-05-27 19:50:26

we transferred he again she could be in the que idk

2020-05-27 19:50:57

Ok i just got a cue call but its not her.

2020-05-27 19:52:13

Ill call her after this.

2020-05-27 19:52:17

thanks

2020-05-27 20:01:19

No problem.

2020-05-27 20:01:43

I think she has had enough pain and suffering we can go fix it if need be

2020-05-27 20:02:22

Ok. Im going to try one thing then Ill send it in.

2020-05-27 20:07:44

I sent it in. She said the stb was too hard for her to reach.

2020-06-03 14:15:40

Natalie or Peter. Can you please work ticket 28362 next

2020-06-03 14:18:04

Thanks!

2020-06-03 14:22:25

On it now

2020-06-03 14:22:34

oh good

2020-06-03 14:22:44

not sure what else I can do for him though

2020-06-03 14:23:12

if you cant fix it send it in

2020-06-03 14:23:18

sounds good

2020-06-03 14:23:25

can you get access hrs for today and tomorrow please

2020-06-03 14:23:32

will do

2020-06-03 14:24:00

Do you want me to start doing that for all tickets?? I usually only grab the day that I escalate it.

2020-06-03 14:24:25

nope we are just really busy today

2020-06-03 14:24:25

But I can start doing the next day as well if thats better for you

2020-06-03 14:24:30

Okay

2020-06-03 14:32:23

I escalated

2020-06-03 14:32:38

k

2020-06-03 14:32:44

Was hoping to be able to get a direct connect going but I cant. And I cant access the router.

2020-06-04 13:31:03

MSG IS WORKING ON ORD ST & HURON ST IN SEAFORTH. SERVICE COULD ON & OFF FOR A BIT THIS MORING.

2020-06-04 17:09:20

TICKET 28270 - Was to be called yesterday and looks like he was not called. Can someone call today please

2020-06-04 17:10:23

It is on the list :slightly_smiling_face:

2020-06-04 17:10:54

Says he is home in the evenings so I will get someone to call later.

2020-06-04 17:49:43

perfect

2020-06-04 17:50:03

tried to help him as much as possible but was a little hard lol

2020-06-04 17:50:13

i think hes on the wrong input and he needs a new remote anyways :slightly_smiling_face:

2020-06-04 20:58:52

Major outage but i dont know where. pete is fixing it now and will be fixed b4 he explains everything to me

2020-06-05 19:28:33

Can someone pleaes call wayne mckaig at . he picked up a new router and christopher says its not plugged in correctly so we cant set it up. he waited on hold for 10 and does not want to wait any more

2020-06-05 19:28:58

11221428

2020-06-05 19:29:12

i need to know once the new router has been set up.

2020-06-05 19:30:15

I will

2020-06-05 19:30:20

thank you

2020-06-05 19:30:37

So just get the router set up and let you know when that is done?

2020-06-05 19:40:04

Someone gave him an AP not a router. He is bringing it back.

2020-06-05 19:40:13

i heard jesus lol

2020-06-05 19:40:26

lol no wonder its not working

2020-06-05 19:40:39

ha

2020-06-05 20:07:15

tICKET 28449 Denise Corda will be home by 4:30. Please call him today. i put the tn he wants to be called on in the ticket

2020-06-05 20:50:06

I dont see anyone has call this guy as of yet

2020-06-05 20:50:37

There's only two of us here and lots in the q and lots of call backs. We will get to it when we can.

2020-06-05 21:19:20

That is fixed, I called and got it working.

2020-06-08 13:18:37

Morning! I know you guys are busy but ticket 28493 was opened yesterday and he was not called. Please call him asap hes not very happy today.

2020-06-08 15:02:07

June cooper 11200825 left a message with support that she had no internet but it is back working again so they do not need to call her back

2020-06-11 14:52:04

(10:48:46 AM) christopher: Londborough Fibre link is down on card 12. 2 Customers have called in

2020-06-11 17:53:33

Londborough should be fixed up

2020-06-26 14:00:34

2020-06-26 14:18:33

I'm on the phone with him now

2020-06-26 14:22:39

we can stop around if need be

2020-06-26 14:22:48

Might need to

2020-06-26 14:23:00

but we don't know when he was not happy with that

2020-06-26 14:23:08

we turned up port o1

2020-06-26 14:23:16

He had it plugged n wrong, plugged it in right

2020-06-26 14:23:22

it was up and working and then it went down

2020-06-26 14:23:39

oh shit

2020-06-26 14:23:58

do you need any of his details ?

2020-06-26 14:25:00

Is the asus router that he has there ours?

2020-06-26 14:25:17

i would assume I can a check

2020-06-26 14:25:21

I dont see it in the p&s

2020-06-26 14:26:44

the last person had one

2020-06-26 14:26:47

so it is likely ours

2020-06-26 14:26:54

okay

2020-06-26 14:27:04

idk it says we got it back though

2020-06-26 14:27:17

okay ill check if there is a sticker on it

2020-06-26 14:27:20

so its a crap shoot

2020-06-26 14:32:00

doesnt seem like its one of ours

2020-06-26 14:33:07

but he isnt sure though..

2020-06-26 14:33:21

lol good grief

2020-06-26 14:35:13

He doesnt have a router, he just has the ont

2020-06-26 14:37:59

He is going to bayfield to pick one up

2020-06-26 14:38:13

The asus connected was his computer

2020-07-02 15:47:01

Morning! Can someone work the ashwood ticket 28975 please

2020-07-02 16:12:15

Anyone?

2020-07-02 16:12:42

just clearing the queues and will start the call backs

2020-07-02 16:13:37

Call backs happen when they happen. If a customer wants immediate assistance they need to wait in the queue like everyone else. No exceptions

2020-07-02 16:15:13

this is a ticket that is for a buisness and has been open since 6/30

2020-07-02 16:15:24

Thanks peter

2020-07-02 16:23:11

Was it one where we were waiting for them or something though?

2020-07-02 18:03:19

<@UTSQT8206> has left the group

2020-07-02 18:43:48

For Peter - FYI - Irwin 28921 is closed up

2020-07-02 18:56:24

<@UTSQT8206> has joined the group

2020-07-07 14:06:30

Our Bayfield store does not have any routers at the moment if you are sending a client there to get one...please double check

2020-07-07 14:44:15

Thanks from Jim Collez to Marcel’s team for helping with upgrades on people’s internet in Oakwood park so they could handle zoom annual meeting.

2020-07-10 17:27:36

45 Charles st clinton the service guy thinks lighting hit there today.

2020-07-13 13:27:48

How is there a no dial tone trouble from Saturday am not dealt with ?

2020-07-13 13:29:02

Sherri can you deal with this please 29185 Customer just called back.

2020-07-14 18:28:37

ticket 29265 was worked at 9:21 this morning. It says: Can't log into the blade. I said we will call back later today after we take a look at our equipment.

2020-07-14 18:28:46

The customer is calling to find out when they will be called back.

2020-07-14 18:43:55

We are super behind. If he want immediate assistance he needs to call in and wait in queue.

2020-07-22 14:39:35

card 43 in bayfield is not working. Ive asked Christopher and Pete to have a look

2020-07-22 15:01:38

43 looks good again

2020-08-07 14:12:03

christopher is MIA this am so far

2020-08-07 14:12:19

Can I help or Sherri?

2020-08-07 14:12:33

Uhm its just me calling.

2020-08-07 14:12:40

we figured

2020-08-07 14:12:43

my tn is

2020-08-07 14:12:52

And i dont think so I was just going to ask to get someone to look at this radio for me

2020-08-07 14:12:59

seems strange as to why it isnt working.

2020-08-07 14:13:09

i thnk im going to have to escalate it

2020-08-07 14:13:21

we can look sherri will when you escalate it

2020-08-07 14:13:30

send in what you need I'll look after it

2020-08-07 14:17:10

sent it in.

2020-08-07 14:17:29

doesnt work over a direct connect to the radio but the radio looks good as far as i can see...

2020-08-13 14:59:09

card 10.69.1.116 is down. I've let Pete & Christoher know.

2020-08-13 21:07:19

did anyone get the customer who had no dial tone 5195220193

2020-08-13 21:07:28

me

2020-08-13 21:07:32

talking with her rn

2020-08-13 21:07:58

ok the switch looked find and it rings busy so I figured her phone but let me know if I can help

2020-08-13 21:08:04

*fine

2020-08-13 21:08:31

ya it just say off hook on the blade

2020-08-13 21:09:01

did she pull out all her phones ? i can ring it again

2020-08-13 21:09:18

and she only has one phone which i made sure she rebooted

2020-08-13 21:10:13

having her reboot one more time to make sure

2020-08-13 21:10:31

if she leaves it unplugged and we call it and it rings I would think its her phone set

2020-08-13 21:11:31

I could forward it to her cell phone for the night or we dispatch to on call

2020-08-13 21:11:51

just having her leave it unplugged now

2020-08-13 21:12:11

ok r u ringing it or me

2020-08-13 21:12:21

i can do it

2020-08-13 21:12:31

ok

2020-08-13 21:12:46

just get busy

2020-08-13 21:13:07

hm ok send to on call

2020-08-13 21:13:18

ok will do thanks

2020-08-13 21:18:46

she didnt have a cell phone right just on olark

2020-08-13 21:18:49

chat I mean

2020-08-13 21:19:24

ya escalating for tomorrow shell be home all day except for 30 minutes

2020-08-13 21:19:29

in the afternoon

2020-08-13 21:20:06

thanks

2020-08-13 21:20:30

have a good night

2020-08-13 21:21:16

thanks so much you to

2020-08-13 21:22:23

Side note I do really enjoy having you guys around I know doing support can't be easy but I appreciate your hard work and patience with the customers.

2020-08-13 21:23:26

thanks i appreciate the comment and also appreciate you and the CSR teams patience with us since we started learning the ropes

2020-08-14 00:54:39

8lJDuZ8V_400x400.jpg

2020-08-14 00:55:47

Natalie's cat after getting shots

2020-08-14 00:56:12

Lol he was surprisingly fine!

2020-08-14 00:56:29

Wait till the lights go out

2020-08-18 11:56:36

Someone mentioned that Natalie was in the Zurich office yesterday. As long as Jeff is working from here I would prefer only one support staff here.

2020-08-19 15:27:24

Hay Slack has been updated so you may notice some channels are no longer there for you as we were discussing in our recent daily meetings. Any correspondence with Hay CSRs should be done in the #haysupport channel. They will acknowledge your request with a reply, or check mark or something. This channel will replace our old Hay #mysupport channel. You are still responsible to read your Slack messages on all Hay channels you have access to except for the 'extra' ones such as random, Erich's Egg channel, etc... Our Daily Meetings are still going to take place on Microsoft Teams to be compatible with everyone's current setup in Windows/Mac/Linux.

2020-08-19 17:52:03

Could you check 72500, I've updated comments on the exact order of operations to do. When guide is not loading 1) unplug power to STB 2) plug in power to STB 3) when the customer has picture again do a refresh and force poll in broad hub at that time Check back with the customer after an hour or so to see if titles are starting to come in at all. If any are still missing, note that it can take a few hours to fully load the guide into the future days

2020-08-19 17:52:31

This customer is going to call when he is back from work.

2020-08-19 17:52:52

Oh nvm.

2020-08-19 17:53:30

This one was already unplugged earlier though and then they plugged it back in and they got TBA

2020-08-19 17:54:45

I didn't read that anywhere. Maybe we can let someone do those steps once more to be sure. Also if someone has a Cable STB and can reboot their STB to be sure the guide loads that would be good to confirm.

2020-08-19 17:55:21

I forgot to add it in but we can do it again.

2020-08-19 17:53:37

Step 1 and 2 make a big difference on this issue according to Brad and Dale so we always have to be sure to do that before anyone goes on site for guide not loading.

2020-08-19 17:54:37

The customer mentioned to me earlier when he first called that the TBA issue happened when they unplugged the STB and then plugged it back in. Thats why I did a refresh/force poll first then an install warm.

2020-08-19 17:55:57

We can do it again.

2020-08-19 17:56:01

No need to do Install Warm, it can make it take longer. So maybe when someone talks to them we can go fresh if the problem is still happening do the steps, and then we will see if the guide loads.

2020-08-19 17:56:21

After the force poll, we should note in the ticket comments if there were any errors after 2 min in the command history.

2020-08-19 17:56:34

Mkay

2020-08-19 17:57:14

Can you test reboot your cable box if you have one plugged in?

2020-08-19 17:57:40

I can yes, I'm just calling the customer.

2020-08-19 18:03:27

Mine went to TBA after a reboot

2020-08-19 18:03:37

Yes, all Cable STBs do and they take a few hours to fully load.

2020-08-19 18:09:11

Yep! Most have my channels have come back, but some still say that. I didn't see any errors when I did it with the customer so I will call her back in a few hours

2020-08-19 18:17:21

Awesome, thanks!

2020-08-20 12:57:25

Just as an FYI: A managed router's (ie: it is in USS) DHCP range can be viewed on the USS Care Dashboard in the LAN section as shown here: You can also open that section if you need to make changes. Only make changes after double checking with level 2 until you are fluent in DHCP.

2020-08-20 12:57:25

image.png

2020-08-20 13:07:26

Someone please address April Eiler's issues. The email is in the assist mailbox. If there is any need for help from Level 2, make sure there is a screen connect session open. If they have WiFi issues in their house/other buildings open a separate ticket so we can send someone on site to investigate the WiFi coverage.

2020-08-20 13:27:09

If Eilers has cameras that are not working, then you will also need to open a AMP ticket, and potentially escalate to repair as I am not doing anything with regards to their cameras remotely.

2020-08-20 13:52:47

She said they have been speaking with AMP Security already about the cameras, so she said they will continue to do so.

2020-08-20 13:54:23

as for the office clean up, she will send pictures when she gets the chance. Sounds like moving the router to a wall and a few other things

2020-08-20 13:56:02

OK, and when she says she was talking to AMP Security, isn't that us?

2020-08-20 13:57:43

She said she had called Jenna

2020-08-20 13:59:49

OK excellent, I'd talk to Jenna and make sure something is booked in the calendar, and open an AMP ticket so we can track when it gets fixed and what they do.

2020-08-20 18:33:12

Sorry I missed the meeting. I just wanted to bring up that for reoccurring issues we need to be opening the previous ticket not creating a new one. I have a trouble that has been an issue since July 9th and there have been 5 tickets opened/closed since then regarding the exact same issue.

2020-08-20 18:40:04

Daily Meeting Summary • Don't offer other services to customers (ie: switch form Cable to IPTV, Cable to DSL, etc...) unless you are 100% sure the service is available in their area • If a customer is requesting a discount on their services for any reason, or any other billing change, let the customer know they will need to speak to the front desk during business hours. - • Remember test emails should be sent with reply to set to , not where we collect all emails.

2020-08-20 18:42:46

or for a TCC customer

2020-08-20 19:29:11

I've added our preferred branch of Thunderbird 68.11 to our Connectwize Toolbox

2020-08-20 19:29:18

It is ESR and still supported.

2020-08-24 15:00:30

Hey team, remember about asking the COVID-19 questions all escalations should have that in the comments in their own comment it is easy for dispatched technicians to confirm.

2020-08-24 21:48:02

Just a heads up for the TCC csrs for tomorrow. Some lady called me at tcc support because she forgot the date she had to pay her bill and all her services were cut off... she was pretty mad about the fact that I couldn't do anything to help her and I told her to call the office tomorrow.... she hung up on me after complaining for a minute or so. She called me from . I was not able to get her name or anything.

2020-08-24 21:55:29

I found her by the number and it is for an Ashley Martin, I put in a ticket and closed it saying what she said to me and what I said to her.

2020-08-25 12:22:51

thanks

2020-08-25 13:57:57

If your Reprovision CPE button is greyed out in USS you can log out and log back into USS and it should be back.

2020-08-27 02:01:18

Barabara Burch, TT 72699, called saying that she is concerned about other people calling in and getting personal information about her account regarding her past due billing etc. Her account is disconnected and past due. She says they may say that that they are the customer. She says they know her account number and other account details. I told her that we MIGHT be able to verify peoples identity with a pin like she is requesting, but I wasnt sure. They would like their identity to be verified by a 4 digit PIN if possible. She would like to use 1921 She gave me her account number. I said that I would ask the office and see what they say. I wasn't sure what else to do so I posted it on here. Thanks.

2020-08-27 14:17:11

Cable Cut in Moore Ct effecting anyone on Cable Internet or TV. 33913 Moore Ct - Cable TV 33927 Moore Ct - Cable TV 33929 Moore Ct - Cable TV, Cable Internet 33930 Moore Ct - Cable TV 33932 Moore Ct - Cable TV 33964 Moore Ct - Cable TV

2020-08-27 15:38:09

Make sure you are using the right line when calling Hay and TCC customers. Just had a customer call Hay and say that he got a vm from Hay but he is a TCC customer. :slightly_smiling_face: Just make sure you aren't accidentally dialing out on the wrong line. Thanks.

2020-08-27 16:30:16

Also keep in mind Out of Territory customers for Hay are stubbs issues when it comes to escalations.. had a customer who wasn't told that Stubbs was coming out and was told we were and she just called wondering where we were.

2020-08-27 16:46:17

Yes that's right and in some cases they may be a bell wholesale customer. Thankfully there are only a small handful of those left. So be sure to differentiate by the service address.

2020-08-27 16:48:15

I was surprised Hay still has GAS circuits

2020-08-27 16:48:51

Hopefully it is only a grandfathered customers and I think it is less than a dozen maybe even less than half a dozen.

2020-08-27 16:49:52

You wouldn't happen to have a list of the TCC customers that HAY manages the GAS accounts for?

2020-08-27 16:54:24

No I don't have that but maybe if you email he may have the information

2020-08-27 20:13:26

I think we have a few Hay VMs

2020-08-27 20:14:28

I will have to close TB again and reopen, shows nothing in the VM box for me

2020-08-27 20:23:26

Anyone who needs a dispatch will have to wait until tomorrow. Note to them that we will likely be behind due to the storm so we will need their patience as we work on fixing everyone's problems.

2020-08-27 23:07:33

For ONTs that are down, be sure to do all the troubleshooting steps including • make sure there is power coming from the outlet the battery backup is plugged into • make sure no breakers have been tripped • try a hard reboot by disconnecting ONT from battery backup and reconnect.

2020-08-27 23:08:15

The ones for those apartment buildings are shared ones and they only had a router in their place.

2020-08-27 23:08:38

Yeah I'm not talking about 763GX ONTs, regular household ones

2020-08-27 23:08:46

Ah :slightly_smiling_face: okay

2020-08-27 23:08:51

Good just making sure

2020-08-27 23:09:25

But there is one someone should double check. TT#72703 as it is showing it is on battery. Could have a breaker tripped, or something...

2020-08-27 23:10:23

Yep

2020-08-28 13:14:51

You will likely run into some Cable Modems that will not actually reboot when you hit *Issue CableModem Reset* in Ezlink NOMS. If this happens to you, go to *Query CMTS cbr8-1* and then run the query *Delete Modem*. This will totally remove the modem from cbr8-1 and within 5 minutes or so, it will boot back up and re-enter the cbr8-1, usually working. It takes a few extra minutes for it to come back. If you want to monitor if it's coming back or not, you could do a ping -t on the IP address of the Cable Modem, or you could hit the *Query CMTS for this CableModem* button to get the pop up window that you can keep refreshing to see the statuses of it's initialization until it gets back to w-online status.

2020-08-28 13:22:05

Just wondering if everyone is updating their time sheet daily, and including any OT so you don't forget later on in the week. Please reply.

2020-08-28 14:04:58

I do.

2020-08-28 17:18:15

I will do that. Thanks.

2020-08-28 13:22:51

ok will do im going to do that on my lunch

2020-08-28 15:40:50

Please try to save your ticket comments more frequently during your troubleshooting in case Christopher, Natalie, or myself is reviewing your active ticket(s).

2020-08-28 15:44:34

Also a reminder, if someone else changes a ticket you are currently working on and it asks you to "refresh" you do have the option to hit "cancel" instead of "refresh" so you can copy your ticket comments before losing them. Refreshing loses your ticket comments that are not saved. Cancelling will allow you to get back to your comments, copy them to the clipboard, and then you can safely refresh the ticket and paste in your comments.

2020-08-28 17:45:41

For ticket 72601 please try a Reprovision CPE and when that is done, have the customer test again with a "Fresh" recording that takes place after the reprovision is done. If it's still happening, escalate to repair and we will test on site and look closer at the PVR.

2020-08-28 17:46:14

ok sounds good will doo

2020-08-28 18:12:41

Please check out 72761 further. Please power cycle the Actiontech MoCA Adapter. Then power cycle the 844E. Note, the customer does not have an ONT in their place as it is a shared ONT.

2020-08-28 18:18:36

This note is intentionally useless.

2020-08-28 18:57:29

@Joesph did you turn off the internet for the customer in TT 72601? She is on the phone again

2020-08-28 18:57:42

no

2020-08-28 18:59:03

what is their equipment? not in IVUE

2020-08-28 19:01:59

if i hit the user services care button there 844e comes up in NISC

2020-08-28 19:06:50

505n needs an adjustment in USS to allow us to change DNS services via USS care. I'll let you know when NISC USS Support has that adjusted.

2020-08-28 19:22:15

Daily Support Meeting • try very hard when helping AMP customers, ask questions, tell customers you will get back to them, find out more info, if it's sales related refer to the main number, ask in amptroubles, try hard not to pass off to Geoff asking him to call the customer directly as we are doing this for him as level 1 • We need Geoff, Ryan, Tom to put details into all ticket escalation resolutions and get back to us, otherwise we don't learn what is done to fix issues. I've asked Geoff to get his team to do this. • If you are facing a trouble with a system you are not aware of, let the customer know you'll get back to them when you have more information and ask in #amptroubles if necessary • If we need more training with Geoff, let me know and I will book the next session • Hay SmartHub integrated app will be active any day now

2020-08-28 20:01:28

The AMP Techs said they will improve their notes on resolutions. If we get any that don't indicate any details, I'm sure they'd be happy to elaborate in the mean time if you message them in amptroubles and do an @ before their name. They really want to help you get up to speed so if they forget to put notes in, simply ask for details in that slack channel.

2020-08-28 20:01:54

thanks

2020-08-28 20:24:53

Please check the #haysupport channel on the Hay Slack and acknowledge the updates Christina and Katie have put in there, and check into it if it hasn't been looked at yet.

2020-08-31 17:45:27

If someone can attempt to have them get on the right input with the buttons on the TV for 72820, we should try that before sending the tech out if the customer is able to.

2020-08-31 17:46:42

I asked her about that and she wasn't sure if there were buttons and she didnt have a phone that was portable so I couldn't walk her through it.

2020-08-31 17:46:47

She was elderly :slightly_smiling_face:

2020-08-31 17:48:50

Ah ok, thanks! Yes all TVs have either buttons or a joystick on the back to manage the functions. We'll try to get there today, but tomorrow if not.

2020-08-31 17:49:06

Yeah I know that but the customer did not lol

2020-08-31 17:49:33

I did tell her if she didnt get a call before 430 then the tech would be coming tomorrow

2020-08-31 17:50:03

excellent

2020-08-31 17:50:11

:slightly_smiling_face:

2020-08-31 19:55:38

Side note:

2020-08-31 19:56:45

If you update a ticket and it is assigned to someone, you will need to let that person know the new details. Or call Level 2 / On Call Inside Tech on Saturday/Sunday/Holiday so that the new information is known to everyone who needs to know.

2020-08-31 20:36:31

AMP Support shared call appearance has been added to everyones phones to use for outbound AMP calls.. <@UPA7Y6160> could you test ..i added on your phone as well.

2020-08-31 20:40:55

Hmm looks like caller ID comes up as TCC

2020-08-31 20:41:22

You may have to route those calls out your trunk

2020-08-31 20:42:51

Hmm. Ok. I will have to look further at it in the am

2020-09-01 00:04:56

Now sending calls out Hay Trunks with AMP Support 5192632677 on AMP Support shared call appearance. Reminder default call appearance calls do go out as Hay Support 5192364500

2020-08-31 21:02:54

Rebooted my phone and not there

2020-08-31 21:20:36

lunch

2020-08-31 21:51:15

back

2020-09-01 00:04:56

Now sending calls out Hay Trunks with AMP Support 5192632677 on AMP Support shared call appearance. Reminder default call appearance calls do go out as Hay Support 5192364500

2020-09-01 13:26:54

TCC Zyxels are back in stock at the stores and customers can be sent to stores again to pick up Zyxels!

2020-09-01 14:39:13

SmartHub app now has the integration which shows the managed device stats, do speed tests, change WiFi, etc... so this is the way we can now let customers know to access their device, rather than the SmartHub WiFi app. The SmartHub WiFi App will still be available for the time being and can work along side if a user already has it installed.

2020-09-01 15:19:19

This is the same for TCC

2020-09-01 15:20:04

There is a new process for sending customer to stores to get Zyxel equipment. Please read FAQ 1062 for the instructions

2020-09-02 14:09:21

If a customer calls and they have a vacation off order but it hasn't been done, please let me know so I can fix it. Thanks

2020-09-02 14:30:36

Hey everyone, we need to help the entire company by ensuring we are verifying the number that the customer can be reached on. Enter it into the Alternative Phone field if the number is not available in the drop down. If we find wrong numbers in the drop down, or missing numbers, we should add them in. If anyone needs a quick walk through on how to do that, we will cover it in our meeting today.

2020-09-02 14:42:03

Yes agreed. You have access to update the numbers and we should be actively doing this on all calls.

2020-09-02 14:55:13

Please confirm if you are able to log into in a web browser.

2020-09-02 14:55:35

I am able to

2020-09-02 18:33:20

FAQ has been fixed so it wont log you out like it was

2020-09-03 13:53:30

We have had calls form customers on DSWD slot 10, and the blade needed a reboot so we are rebooting it now. It will effect about 42 customers and the blade will be back up in 15-20 min.

2020-09-03 14:38:44

is the blade back?

2020-09-03 14:39:15

No, Jesse is going to pop over to Dashwood CO

2020-09-04 12:47:56

Hay ch 65 Fox news on cable - anyone having issues this morning of it freezing and starting?

2020-09-04 12:49:33

Hey Peter no I'm off today but I saw your post here

2020-09-04 12:49:52

thanks, enjoy the day off

2020-09-04 12:50:00

Just wanted to suggest that you try calling Kraig or someone in the office who can double check as soon as possible for that channel

2020-09-04 12:50:08

We tend to get some very heavy complaints from people when that channel has issues

2020-09-04 12:50:10

ok

2020-09-04 12:50:40

And if it is confirmed to be freezing escalate to level 2 and then ask Chad Chris or Kraig to message Mark or Dan at Mitchell seaforth cable as soon as possible to look into it

2020-09-04 12:50:45

Thanks and have a good day

2020-09-04 16:23:04

Okay so I'm finding a lot of email issues with Gmail on android phones. A lot of people have their security types for both incoming and outgoing set as SSL/TLS (accept all certificates) or STARTTLS (accept all certificates) and the error that usually comes up is that is it not secure or something like that and all I do to fix this issue is I get the customer to change the security types to just plain SSL/TLS or STARTTLS and then their email starts working again. I've had like 10 calls about this so far over the last few days. Just thought I would share this if you happen to get an email issue and they have an android with the gmail app. I think this is for Hay only.

2020-09-04 20:14:13

I have made some permission changes in iVue to enhance support. Please let me know if anything acts up or isn't working correctly

2020-09-04 21:32:46

You'll know at next reload of SIS

2020-09-08 14:13:02

Hey guys.. i jumped on hay q and grabbed a few calls.. one of which was an open ticket. TT 73024 Teresa Phillips. needs help setting up email on her samsung phone. if i can bother one of you to give her a ring back to help her out before noon.

2020-09-08 14:13:24

ok thanks

2020-09-08 14:16:00

Thanks.

2020-09-08 16:19:59

Please review the calendar. Because Joe is off at the end of the week, I had to shift everyones shifts

2020-09-10 16:17:05

If your Occam blades webpage are not working, it's now also available on Under Hay in the menu.

2020-09-10 16:33:59

Thanks :slightly_smiling_face:

2020-09-10 18:26:22

Daily Support Meeting Summary • Remember to make sure equipment is added in Ivue (check Support Porcess on ) • Hay Side Tasks. We haven't had time since we were in training, but it will likely be slowing down in the coming months. Please resume associating devices in USS to Ivue. Ask if you need any reminders how to do this, or if you'd like me to confirm one. Once this task is complete we will move on to creating some Tech Tips, which I will be assigning topics to each of you, for customers on our main website support blog

2020-09-10 18:28:08

I have one side task for someone if anyone is free, it's a quick and easy one!

2020-09-10 18:28:17

I can

2020-09-10 18:29:10

Can you look up the 505n that Jeff is using, and test changing the DNS servers in USS to 8.8.8.8 and 8.8.4.4? Then make sure the addresses reflect in the USS, and also log in via MER and make sure they are set in Advanced Setup\DNS

2020-09-10 18:29:34

yeppers

2020-09-10 18:29:42

Thanks

2020-09-10 18:29:46

How do I find the IP for that?

2020-09-10 18:30:31

Might have to ask Jeff to give you the last 4 of the MAC and look it up that way.

2020-09-10 18:30:55

Mkay will do

2020-09-10 18:31:00

It won't likely have MER, but should be able to log into it directly with the public IP.

2020-09-10 18:31:11

yeppers

2020-09-10 18:48:51

Done

2020-09-10 18:49:11

Looks good in the modem and USS too?

2020-09-10 18:49:41

Oh shoot

2020-09-10 18:49:48

hold on

2020-09-10 18:52:16

USS worked but I logged in to it via the MER and it didnt change there

2020-09-10 18:53:43

OK interesting, looks like it still isn't working right. I will check further into it and get back to NISC

2020-09-10 18:55:38

ok

2020-09-10 18:52:02

<@USC2UF467> I've sent you a ticket, let me know and I can help - it's a phone trouble.

2020-09-11 12:18:44

Whoever just called Gloria Workman - she left a vm. She will be there in between 830 and 10 or 3 and 430

2020-09-11 12:18:59

I will cal her back

2020-09-11 12:19:06

Thanks

2020-09-11 15:49:01

FYI Service Orders can only be created on TT that are opened on internet agreements

2020-09-11 20:49:35

If you are closing an AMP ticket make sure you also are closing the Jobber ticket :slightly_smiling_face:

2020-09-14 12:08:04

<@UNZ3BSK99> For the two marked for Monday, could you get someone to just ask the covid-19 questions and escalate to repair please?

2020-09-14 12:08:53

The one we have to call back and the other I'm not sure if Jesse was doing something else with it? Patterson.

2020-09-14 12:09:19

Ah I see.

2020-09-14 12:09:20

The one Jesse looked at will need component cables

2020-09-14 12:09:39

I already asked her covid questions

2020-09-14 12:09:43

And the other one is still bad signal after the re-provision so I think we should look into re-locating router.

2020-09-14 12:09:45

Excellent!!!

2020-09-14 12:09:52

See in my previous comment

2020-09-14 12:10:11

Right on, our i's are dotted and our t's are crossed on that one

2020-09-14 12:45:10

I threw in some one-on-one-over-the-phone-and-screen-connect training times for the Hay side of things for everyone. Feel free to jot down a list of anything you'd like me to go over with you.

2020-09-14 12:46:35

TCC one-on-ones are today

2020-09-14 12:46:38

hopefuloly

2020-09-14 12:46:54

I can't spell today

2020-09-14 12:56:01

I've updated Chuck Erb 73163 for you to please follow up / ask covid questions. Thanks!!

2020-09-14 13:04:08

done

2020-09-14 13:23:36

Thanks!

2020-09-15 16:38:40

I will not be in the meeting today. Casey will be taking over this afternoon

2020-09-15 18:28:23

Daily Support Meeting Summary • Working as a team :) ie: Today Jeff had a customer come in for assistance in the office, but he was on a call troubleshooting slow throughput. He asked Natalie if she was free to take over his call and she did. This allowed him to assist the customer at the front desk right away. Great team work! • Boldnet login is Hay Com and Summer2020 • Note: 400 series Entone STBs seem to have a bug. The video output is set to All, but when switching from HDMI to Component, we have had two cases where we get Audio but no Video unless we change the setting from All to the Component option. Also letting support know. • Seeing a lot of acknowledgement responses in Slack when others are communicating with the support team. This is very good!

2020-09-15 18:32:21

• Working out some shift trades to accommodate each others needs

2020-09-15 20:33:31

Clarification on Subscriber Reports: TEL CAN'T BREAK DIALTONE - When they press a number, they still hear a dialtone and the dialtone won't stop. TEL NO DIAL TONE - Customer has no dial tone at all when they pick up the phone

2020-09-16 11:41:51

There's more than a dozen TCC calls in VM from this morning starting at 6:03AM <@UPA7Y6160> <@UNZ3BSK99>

2020-09-16 11:59:23

oh knows. Ill take a look

2020-09-16 12:02:10

cable outage?

2020-09-16 12:02:15

Has to be

2020-09-17 14:40:10

Make sure your logging into TCC chat. Even if you don't take a chat, we need to all login so that the queuing works properly and the customer gets a form that goes to assist. Otherwise the transfer goes back to the CSR and makes the customer mad

2020-09-17 14:40:44

I set a reminder to login so I remember. I do it in slack with /remind

2020-09-17 14:41:16

Great idea!

2020-09-17 17:35:25

I will not be in our meeting today, please go ahead without me

2020-09-17 17:49:49

I'm actually taking the rest of the day off, have a good one.

2020-09-17 17:50:08

ok you have a good rest of the day

2020-09-17 17:50:41

Ok. Have a good rest of the day off.

2020-09-17 17:50:50

Have a good one!

2020-09-17 17:54:40

enjoy the time off

2020-09-17 20:34:56

Just a reminder everyone that I am off until Tuesday. You can still call level 2, Pete will be around. Casey is done now.

2020-09-17 20:39:34

enjoy

2020-09-18 15:09:09

Had a training session with Natalie this morning going over some more advanced Level 2 / Lead Tech stuff.

2020-09-18 15:09:30

Now doing a training session with Peter going over some items on his list. Remember to jot down a couple questions or topics for your upcoming session.

2020-09-18 15:51:37

Just finished with Peter and we went over phone related things in detail as well as translating facilities tab info into finding the ports/equipment.

2020-09-18 16:24:21

Peter and I are working with NISC and CSI to get to the root of the problem we are having with the times autopopulating on tickets and service orders

2020-09-18 16:35:14

Set default region/language to United States and remove Canada. [12:28 PM] This fixed the time auto-population issue [12:28 PM] Both this and the scaling may be related to Java conflicts, hard to say... *Chad Ramer*  [12:31 PM] where are you setting the default region/language? *Marcel Gelinas*  [12:34 PM] Settings\Time & Langugage\Region Settings\Time & Langugage\Language I just set it to all US and then tried and it worked.

2020-09-18 17:20:52

Jeff will be in training for a bit with me now

2020-09-18 18:16:18

Happy birthday Christopher! :slightly_smiling_face:

2020-09-18 19:00:25

Thank you!

2020-09-19 22:33:41

Who is in support this afternoon?

2020-09-19 22:34:14

I was

2020-09-19 22:34:36

We are done at 5 pm

2020-09-19 22:37:28

Ahh...sorry I didn’t even look at the clock...tomorrow

2020-09-19 22:38:32

I will be

2020-09-21 13:35:40

So I thought my issue was resolved but wondering is it’s possible to remotely check the WiFi within my home? Whoever does this may need to check with marcel remembering that I am on TCC fibre but with Hay equipment?

2020-09-21 13:35:57

No rush! Please help customers first

2020-09-21 18:55:56

I am looking into your issue and have noticed we need to update the router software at some point. Is there a good time to do this, can we do this now or another time?

2020-09-21 19:28:48

What do you need me to do?

2020-09-21 19:30:00

I would like to update the router, but you would lose internet connections for several minutes. I don't want to interrupt your work so we can do this another time

2020-09-21 19:36:45

just let me know when there would be a good time to do this work

2020-09-21 19:37:48

Can we do it shortly after 4:00?

2020-09-21 19:38:59

sure

2020-09-21 20:03:42

may I work on your router now?

2020-09-21 20:06:23

Yes please go ahead

2020-09-21 20:06:32

thank you

2020-09-21 20:16:43

your internet at the house should be back up now

2020-09-21 20:19:11

Thank you! Everything looks good?

2020-09-21 20:19:41

still taking a look, but initially yes

2020-09-21 20:40:38

can you please check to see if your Amazon stick is on

2020-09-21 20:55:28

I am at the end of my shift now. Could you please at some point, turn off your Amazon stick and then back on and I will look tomorrow again to see how things are working. Please let me know if you have any issues tonight

2020-09-21 17:08:43

30722 - has decided to come in and get a router and hook it up. Its pppoe so she will call you when she has it home and plugged in.

2020-09-22 12:33:46

Just a reminder that Brussels Wireless customers require us to go out to install a Zyxel. Customers are not expected to program pppoe with support.

2020-09-22 16:29:12

Whoever gets to that ticket regarding pausing devices in SmartHub, let me know if you have any issues and if you get things resolved. I can look it over with you if it is not working as she says.

2020-09-22 16:43:44

Note: If a CSR updates a ticket saying they put in a SO for the Mesh install, please close the ticket. It will now be scheduled and tracked as a SO because the customer has selected a date that works for them.

2020-09-22 20:39:33

When you email people the email settings, try to also include the SSL/TLS settings

2020-09-23 12:00:14

There was an issue were you couldn't edit passwords on the internet tab. This has been fixed.

2020-09-23 12:00:57

<@USC2UF467>you may need to close and reopen SIS

2020-09-23 12:03:58

ok

2020-09-23 19:16:19

Daily Support Meeting Summary • As you use Ivue, continue to customize the columns so the most important information displays without scrolling • There is a special procedure to upgrade SmartRG 505n modems running 2.5.0.2013 so let me know if you find one • Managed routers should be able to be brought in USS before closing the ticket

2020-09-23 19:44:02

Please try to remember to NEVER upgrade software if it is running 2.5.0.2013. Call me or escalate to me.

2020-09-23 19:44:16

There are extra steps and we will lose access if it is not done properly.

2020-09-24 14:30:57

Jeff will be working from the Kippen office for now fyi.

2020-09-24 16:18:40

Sent TT#73424 back to support to look further into the big picture

2020-09-24 16:30:54

is stubs 50$?

2020-09-24 16:31:21

I'm not sure on billing, I'd ask in the #haysupport channel on Hay Slack

2020-09-24 17:04:19

If you come across an 844E that you want to do a Reprovision CPE or something on after hours please let me know and I will schedule the task to run. Example is TT# 73301.

2020-09-24 18:12:02

Ready for support meeting if you are, just a bit early today.

2020-09-24 18:26:49

Daily Support Meeting Summary • Reminder to review all My Support tickets and read the latest comments. As a team we should be able to hit every ticket daily • Can't let a day go by without updating a ticket, unless there are comments specifically saying customer is away until a certain date or something similar • Reprovision CPE and other USS tasks can be scheduled to run. Just let me know if we need to schedule one for early in the morning and I can set that up on a case by case basis. • In most cases, you can search by address in Calix CMS • TO Fibre Connection still down. Repair starting at 3PM and no ETR. Internet Traffic may be slower if we peak out at our normal peak around 8PMish. Speed tests may show good, but could get slow throughput to other services.

2020-09-24 19:03:22

Anyone able to do a quick task?

2020-09-24 19:16:32

<@UNZ3BSK99>?

2020-09-24 19:16:42

I'm on the phone but after

2020-09-24 19:17:00

OK I forgot to go home to get my kids off the bus

2020-09-24 19:17:06

so I have to jet out right now

2020-09-24 19:17:41

But when you are off the phone can you check Vinnie's SO 320384? He installed 2 804Mesh but Jill said they did not get scanned in. Can you find them both in USS and link them to the Ivue Equipment Tab please?

2020-09-24 19:17:56

yes

2020-09-24 19:59:47

Thanks, and just let Jill know when they've been added to the SO

2020-09-24 20:05:39

ok sorry doing it now

2020-09-24 20:07:45

done, i will tell jill

2020-09-24 20:08:10

Thank you, we are all very busy, I appreciate it.

2020-09-25 01:55:51

one of the main fibres came up at 8:00pm or so, so that helped with peak traffic. The other one is still down and we are waiting to hear from a tech at Cologix in TO, should be about 30 min away from being looked at, and we're hoping he just plugged it in backwards.

2020-09-25 12:57:38

Construction team is working on Staffa Occam. It is down right now.

2020-09-25 15:31:36

any eta on the Staffa Occam

2020-09-25 15:42:33

I posted in #haysupport

2020-09-25 19:27:29

Could someone please try factory resetting the STB via pinhole reset for 73458 before we go on site?

2020-09-25 19:32:43

how long to push in?

2020-09-25 19:33:01

will say reset right?

2020-09-25 19:38:03

updated comments in 73458

2020-09-25 19:40:08

Thanks

2020-09-25 20:04:21

You have all been booked off for a day coming up in the next month and a half to do troubleshooting with Geoff for AMP for a day to get some experience. The dates are below: Joseph - Oct 23rd Natalie - Oct 29th Jeff - Oct 30th Peter - Nov 6th On your day, please come to the Kippen office. Its in the schedule.

2020-09-25 20:05:41

Are we going out for troubles with him?

2020-09-25 20:07:32

yes

2020-09-25 20:06:01

sweet

2020-09-25 20:07:10

I can wear my safety boots

2020-09-26 15:09:19

Can you please call 73460 and confirm what it says on the screen for 428 HPITV? The channel 61 CTV News he is complaining about recently came off free preview.

2020-09-28 13:49:54

Daily Support Team meeting will take place earlier today at 1:30PM. Sorry if you get an invite for 1:30AM as well lol

2020-09-28 14:04:26

New PQC tickets being added in regarding 804Mesh being offline. I'm busy here upgrading as many as I can remotely but some that are offline will have tickets entered for you to contact and assist.

2020-09-28 19:57:40

73524 updated. Customer can call the front desk to book Cable Internet install

2020-09-28 19:58:09

ok will let him know

2020-09-29 16:05:56

I am doing interviews today so I will not be in the support meeting.

2020-09-29 16:11:09

When rebooting IPTV STBs in the trouble ticket, please include in the comments details of how long the STB has been up in days.

2020-09-29 16:39:00

where do we find that info?

2020-09-29 16:40:01

You either SSH into the box and type the command uptime Or you hit get set that box info in Minerva and hit control after fine on the page and search for reboot with a space after it and read it from there.

2020-09-29 16:53:53

thanks

2020-09-29 18:45:20

Daily Support Meeting Summary • Reminder to review all My Support tickets and read the latest comments. As a team we should be able to hit every ticket daily • Can't let a day go by without updating a ticket, unless there are commends specifically saying customer is away until a certain date or something similar • Reprovision CPE and other USS tasks can be scheduled to run. Just let me know if we need to schedule one for early in the morning and I can set that up on a case by case basis. • In most cases, you can search by address in Calix CMS • Support Tip for Call Display Not Working: Reboot base of handset and indicate you took that step in the trouble ticket. • Please assist customers via email when they email in unless it is absolutely necessary to have them call in. In the case of asking them to call in, ask if you can call them instead. • For Disney Circle with 844E, you will need to enable ARP Spoofing

2020-09-29 19:23:00

I hate Disney Circles

2020-09-30 12:40:02

Hey Everyone, just so we're all on the same page with this - when you update a ticket and need to communicate with a CSR use the #haysupport channel on Hay Slack. If you are updating a ticket that is assigned to a technician, or escalated to repair, or needs dispatch, etc... call Level 2 and mention the updates or Slack in this channel with <@UJUDPEBA6> and <@UNZ3BSK99> and explain what the update is including the ticket number.

2020-09-30 13:21:17

FYI: Cable Internet customers were upgraded from 5Mbps to 10Mbps early this morning. Some may have to reboot the modem or router. If they have a M82 modem and the router does not come up, they may need to change to the other ethernet port on the M52 modem.

2020-10-02 19:41:41

Be sure to read over the Raymond & McLean emails you are being CC'd on regarding their domain transfer to Hay and the issue of it expiring soon. There is only one way to really learn about domain registrations/renewals/transfers, and web hosting and that is doing it. Reading in on this case will help build towards the bigger picture understanding.

2020-10-03 21:16:29

I have escalated 73675 as a phone trouble. I didnt get it until after 5pm when level 2 is not available. Just wanted to make sure that it was seen here. Thanks.

2020-10-06 16:33:21

Please take note of this new Support Note added to Pete Broeder's account: *Support Note:* Please note that we do not support LANs and internal networking for businesses. The customer uses Microage for their internal network and firewall stuff. We cannot take over their internal network as they would like because we do not support that service. All we would be able to provide is our 844E and 804Mesh APs where needed, but we do not support any advanced business internal configurations - this is why they would need a company like Microage.

2020-10-06 16:50:48

Note: It is possible, after the work MSC did early in the morning, that some customers may need to reboot their routers.

2020-10-06 16:51:02

Mostly customers in the south Grand Bend area.

2020-10-07 12:34:41

COVID-19 update • techs will wear mask in all houses, if the customer is in or if the customer leaves the house • COVID questions - slight change - we are still asking customers to leave the residence, recognizing it will be more difficult as weather changes. If they do not leave they will be required to also wear a mask while the tech is in their home. This is a requirement. If they refuse the tech can refuse to go in. We do this kindly and respectfully. So the third covid question will need to mention this now.

2020-10-07 12:34:58

• CSRs will ask the questions, Techs and support will also ask the questions

2020-10-07 15:13:13

Pete: There is apparently a more wide-spread issue with people having no dialtone issues in Broadhagen that I am going to start looking at shortly here,. If you hear of anyone having the issue, please let me know. I am going to call around to places on that same PON and see if I can gather more information. Steve was just at a trouble and apparently the neighbours have the same issue. Sometimes they pick up the phone and its dead air, but their calls don't drop, their TVs don't drop, and their Internet works fine.

2020-10-07 15:50:13

Time sheets will need to be done this week by Thursday due to the holiday on Monday, I've already updated mine, if you have a second, you should update yours as well :)

2020-10-07 21:17:59

For TT 73780, William Erb, he called about his phone line being down. He called after 5 so Level 2 support was unavailable. I told him to call us tomorrow to trouble shoot when he is at the location as he is not there right now. Im just posting this here so someone can see it sooner because it is a phone trouble. Thanks.

2020-10-08 15:22:01

Stephen Green says he got hung up on by accident after waiting 45 mins

2020-10-08 15:22:11

Can someone call him back or how can I transfer

2020-10-08 15:22:13

Yes I just tried calling back

2020-10-08 15:22:18

And he didnt wait 45 minutes

2020-10-08 15:22:22

ok I will hang up lo

2020-10-08 15:22:33

please try again

2020-10-08 15:22:36

i have hung up

2020-10-08 15:22:37

Will do.

2020-10-08 15:22:40

thank you

2020-10-08 15:26:22

Fixed him up. :slightly_smiling_face:

2020-10-08 15:28:11

If you are getting TCCTV issues with a "not in home" message please let me know right away.

2020-10-08 16:00:58

I added two FAQs about TCC TV that I just learned :slightly_smiling_face:

2020-10-08 20:01:10

Extra reminder for early time sheets to be done today

2020-10-10 18:00:48

Just a little side note for TCC customers when escalating for weekends. We cannot guarentee the On call technician will be going out on the weekend, so please dont promise them that there will be someone out.

2020-10-13 13:18:11

We will have to update this COVID-19 questions because for the time being, we are asking the customer to leave the house and if that is not possible, they must wear a mask. _Is the customer ok with waiting outside the house or making sure they are in another room while the technicians work inside?_ _*Is the customer aware they must wait outside of the house while the technician is working and if that is not possible, they must wear a mask?*_

2020-10-13 13:18:36

Bad weather would be one reason it may not be possible.

2020-10-13 13:19:02

The one i just did said they would leave and wear a mask while they are leaving to wait outside

2020-10-13 13:19:23

Sounds good!

2020-10-13 13:19:27

I put it in the comments :slightly_smiling_face:

2020-10-13 14:01:38

We need Jeff in and logged into the queues. I heard someone is shredding paper in his office and he can't log in.... can the paper not be shred later?? We are busy!

2020-10-13 14:02:40

Its done now. I just getting back in. Just need time to set up.

2020-10-13 14:35:39

Nov 3rd in the early morning we are upgrading the Exeter E7-20 chasis. So the following day we may get more calls than usual, or not if all just goes smooth. Anyone on our network operations notify list has been made aware.

2020-10-13 14:36:40

Morning of Oct 15 the latest software will be activated for a large number of ONTs (E7-2s except for Exeter E7-20). We don't expect any problems, but just FYI. Customers may need extra reboots.

2020-10-13 15:20:05

There was a power flicker in grand bend not too long ago.. lots of equipment just needs rebooting.

2020-10-13 15:33:50

I've invited <@USDAJAEL9> to come in early for some OT.

2020-10-13 15:36:00

Please check Ticket #73914 and be sure COVID questions have been asked.

2020-10-13 15:55:24

<@U81FYTZ43> and I are in NISC Thrive sessions for most of the day. <@U01CAL9UHNJ> will be around.

2020-10-13 15:58:05

<@U01CW1RE0N5> has joined the group

2020-10-13 18:11:07

See TT#73928. For any IPTV STBs that will not boot up after the power flicker this morning, please be sure to check this setting as on site techs have fixed a few STBs by doing this.

2020-10-13 18:13:58

I tried to do this already with the customer for this ticket but it did not work, just kept saying unable to connect

2020-10-13 18:14:44

But if someone else wants to try with her, they can, maybe they will be able to successfully do it.

2020-10-13 18:31:35

Brad was just at 73926 and that's how he got it working, I wonder if the customer is just not seeing it, you get the option about 10 seconds after rebooting and you need to hit menu then

2020-10-13 18:32:12

Okay Ill get one of the other guys to call back because we were watching it and did not see that option :slightly_smiling_face:

2020-10-13 18:32:17

And we rebooted a few times

2020-10-13 18:33:21

yea maybe even have them try pressing menu a few times even if you don't see the option, I feel like I've seen them boot up (or try) before and you don't get that option

2020-10-13 18:33:28

OK if everyone can remember to note all steps the take so we are sure. Outside Techs will make comments asking why we didn't try certain things.

2020-10-13 18:33:59

If it's already been tried with this customer, please update the comments and escalate and someone will check further on site.

2020-10-13 18:34:04

Yeah my bad, I thought I did but i didnt :slightly_smiling_face:

2020-10-13 18:34:13

Ill get someone else to try with her, see if that works out

2020-10-13 18:39:04

set up a reminder to “sign into TCC chat” in this channel at 8AM every day, Eastern Daylight Time.

2020-10-13 18:39:43

set up a reminder to “sign into TCC chat” in this channel at 8AM every day, Eastern Daylight Time.

2020-10-13 18:40:45

set up a reminder to “sign into the chat everday” in this channel at 8AM tomorrow, Eastern Daylight Time.

2020-10-13 18:50:04

Please double check 73913. Reminder we need to put the extra info from Ezlink NOMS into the ticket comments.

2020-10-14 12:00:10

Reminder: sign into the chat everday.

2020-10-14 19:46:49

Message from Jimmy Stewart:

2020-10-14 19:46:50

Thanks to Jeff, Peter (and others?) who solved our PVR recording problems by replacing the box with an improved model last week. All now works as it should, and we're delighted! Jimmy Stewart 68 Gill Rd Grand Bend, ON ===============

2020-10-14 19:48:28

Great to hear positive feedback

2020-10-15 12:23:53

Reminder: Today, everyone has a one hour booked training session with Christopher re: the new Mobi STBs.

2020-10-15 12:57:48

image.png

2020-10-15 13:57:43

We have two new additional COVID-19 questions to ask for all escalations. Do you or any member of your household work in a facility with a covid outbreak?  Have you or any member of your household traveled to an area even within Canada with a known Covid outbreak?

2020-10-15 14:05:59

We are a bit behind today, so Christopher has rescheduled training to tomorrow. Today we can focus on getting caught up. It's to be expected after a long weekend though as we discussed in our daily meetings.

2020-10-15 14:12:40

Also, I noticed when my Thunderbird upgraded that I have the same issue as Ezlink with in reguards to the TLS.min setting

2020-10-15 14:38:29

We are attempting to call in Joseph early today. He said he may come in if he is available.

2020-10-15 16:45:33

Judy asked a good question to clarify our new COVID-19 questions.   [12:42 PM] If someone answers yes to either of new covid questions....what is our reply? *Angela Lawrence*  [12:44 PM] Similar to if they answer yes to traveling out of country.  We can’t go until they are 14 days past travel or potential exposure.

2020-10-15 18:18:19

Reminder for the M82 Cable Internet modems, if the router is not coming up, try the second ethernet port on that modem.

2020-10-15 18:37:06

For reference, here are all the COVID-19 questions to ask as of October 15, 2020 at 2:36PM Copy and paste into it's own ticket comment for all escalations. 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Would you be willing to wait outside and if the weather is inclement social distance with a mask when the tech enters the premise? 4. Do you or any member of your household work in a facility with a covid outbreak?: 5. Have you or any member of your household traveled to an area even within Canada with a known Covid outbreak?:

2020-10-15 18:37:51

The IPs appear to have been finally added to Mobi. I have disabled all forced in-home customers. Let me know right away if anyone gets a not at home message on their Mobi with a 131. address

2020-10-19 12:19:22

<@UNZ3BSK99> is off today sick everyone fyi

2020-10-19 17:52:10

Bayfield store is only open Tuesday-Friday until next May FYI

2020-10-20 14:52:28

2020-10-20 14:52:43

Use this one going forward

2020-10-21 19:07:49

Every Thursday morning from 2am - 5am some 844E will upgrade. It will continue until all are upgraded to the latest tested version. There's about 2250 to upgrade.

2020-10-22 13:29:17

TT 74085 updated, he called and everything is working now, so we can cancel the tech visit.

2020-10-22 13:29:29

perfect

2020-10-22 13:30:25

Okay I will close, did you update comments?

2020-10-22 13:30:35

yes

2020-10-22 13:32:49

I think maybe Vinnie got to that this morning already and replaced the battery

2020-10-22 13:33:04

and thats why its working. ONT no longer has an alarm and its only been up for 14 minutes lol

2020-10-22 13:33:21

maybe

2020-10-22 17:13:32

Remember to open an S/O when sending a customer into the store

2020-10-22 19:54:48

ticket 31292 Elieene is all fixed up and working. You can close your ticket

2020-10-22 19:54:56

ok thanks

2020-10-22 19:55:06

Awesome thank you

2020-10-23 15:13:29

There is a known bug in USS that does not allow WiFi to be saved on devices that are only one band. They expect to have a fix included Nov 3rd in the next release. In the mean time for 505n, there is a fake 5Ghz added. Don't put anything in the 5GHz. This workaround allows us to continue to save 2.4Ghz WiFi for 505n.

2020-10-23 17:02:46

ticket 31304 - I reopened this ticket can someone call her please

2020-10-23 17:39:54

Calls are super busy right now, we will get to it when we can :slightly_smiling_face:

2020-10-23 18:59:32

all done with 31304. Shelf had fallen down and knocked her plug out to the ONT

2020-10-23 19:27:09

Someone should have tried 74133 by now, please attempt to reach them

2020-10-23 19:33:12

VM again

2020-10-23 19:53:05

Excellent

2020-10-23 19:54:18

On cable TV if you get the message "one moment please this channel should be available shortly" that message is coming from the STB so it is not an input issue. It is an issue with the RF signal reaching the stb.

2020-10-23 19:55:07

Please give a quick call back to the customer 74199 and let them know they do not need to come in to swap STBs and that instead they will need a technician to come by on site. Be sure to add in the covid19 questions.

2020-10-23 19:55:23

I will call back

2020-10-23 19:56:02

For Myra field, remind her we have been waiting for her to call us back to let us know when she is available for us to send two techs on site to help her. Find out what day next week works the best. Unless you are able to walk her through it over the phone...

2020-10-23 19:56:18

Doubt that

2020-10-23 20:02:40

she had/has service. She couldn't get her Spotify to work this last week.

2020-10-23 20:03:19

her last ticket from last week said she had unplugged everything and needed us to come and plug it back in properly. So if it's all working, then that is good

2020-10-23 20:14:14

her ipad which is what she only uses is connected with a great signal.

2020-10-23 20:17:48

sweet

2020-10-26 13:49:35

TT 31248 is like 85 and needs a knee replacement and finally got around to picking up a new router today. I think our techs can still go out and exchange our old ASUS routers for new Zyxel unless customers want to come pick one up I think either option works. We have to send a tech to this guys place anyway....

2020-10-26 14:02:52

TT 31248 you can close this ticket

2020-10-26 14:04:00

Our main goal is still superior customer service so if the customer can't wait for the tech by all means send them in but also we can go.

2020-10-26 15:21:14

One tip on Cable STBs that don't seem to power on after a power outage/flicker

2020-10-26 15:21:35

Please don't assume the STB needs to be replaced (ie: don't tell that to the customer) because it may just be the power supply that needs to be replaced.

2020-10-26 18:03:06

There is a known issue with NOMS that I've reported earlier. I'll let you know when I hear back from clear cable.

2020-10-27 16:22:14

FYI: This was fixed by clear cable yesterday.  I checked TT#74314 and it indicates we are waiting on NOMS issues to be fixed today... just wanted to clarify there are no known NOMS issues currently.

2020-10-27 17:39:38

<@USDAJAEL9> NOMS is good now

2020-10-27 17:40:21

I cant add someones static back to there account it is no longer in noms

2020-10-27 17:43:07

seems i can add email now

2020-10-27 17:43:11

wierd

2020-10-27 17:46:12

Nothing should have left NOMS. I'm free soon

2020-10-26 19:11:36

Because AMP is now unavailable Thursday, Natalies turn has been moved to next Thursday. Please review the schedule for changes.

2020-10-27 12:45:38

Some 844E were upgraded last night and some Wireless customers will need PPPoE re-entered in the aftermath.

2020-10-27 12:48:12

bet most of the 5 calls in queue are for this

2020-10-27 16:01:56

If you need any reminder on the process for re-programming PPPoE, it's on our support site here

2020-10-27 16:22:14

FYI: This was fixed by clear cable yesterday.  I checked TT#74314 and it indicates we are waiting on NOMS issues to be fixed today... just wanted to clarify there are no known NOMS issues currently.

2020-10-28 20:20:57

Reminder that in the Cable TV advertisements on the On Demand screen, not everything is available that is advertised there. For example, From The Vines is advertised but we don't have it and likely will not get it. Another example of one that is advertised is Mulan which can be found under "In Theaters Now" for $34.99. It has been like this since the beginning that we get advertisements that don't relate to what we have available so once in a while we do have to explain that to customers. From The Vines is available from other sources such as Google Play Movies for $4.99

2020-10-28 21:12:29

alice o'neil is a huge 4 order pending move of Kaon MOBI box and Zyxel from seaforth address to bayfield address keeping log inthe same for mobi and network and pw the same for zyxel may call tonight for help. this all just happened in the last five minutes so giving whoever is working tonight a heads up you will likely hear from her or her daughter

2020-10-30 12:45:24

This is just an FYI in case it comes up in any troubles.

2020-10-30 13:12:42

The TCCTV assist account has been reset. You will need to logout and relogin to your STB

2020-10-30 13:17:03

Please confirm you are able to log into Hay Xstream TV

2020-10-30 14:50:21

I can

2020-10-30 15:09:41

31402 - Patricia Tales trouble can be cancelled, we got it fixed

2020-10-30 15:21:47

Updated TT#74428

2020-10-30 15:21:50

Please follow up

2020-10-30 16:48:17

Ezlink mail server upgrade is going to begin to take place soon. It will take a few weeks at least to complete. There is a good chance that this will give us some support calls as users will have to be using the proper secure settings when the new mail servers are deployed.

2020-10-30 17:10:33

This shouldn't effect anyone who had their Thunderbird TLS overridden however in the Config Editor.

2020-10-30 17:35:15

Hey everyone at Hay there is a new ticket status where we can keep track of anyone who we have set to the lower security override in Thunderbird. keep these tickets open so we can track them and get back to the customers when we're able to revert them to the modern day TLS 1.2.

2020-10-30 17:35:15

Hey everyone at Hay there is a new ticket status where we can keep track of anyone who we have set to the lower security override in Thunderbird. keep these tickets open so we can track them and get back to the customers when we're able to revert them to the modern day TLS 1.2.

2020-10-30 20:57:27

Okay so I ran into an issue with 11289378 on TCC side where it shows on the customer's main page in ivue that they are on vacation, but if you check the s/o you will see that it is not going to be disconnected until Nov 1 and if you check their equipment it is still in service. The customer called wondering if it had been put on vacation early because her internet was not working and I just assumed by it saying Vacation that it was on Vacation, but that may not be the case, so just make sure you double check the notes or service order, and you could even check their equipment to see if it is still in service. Something to look out for in future tickets.

2020-10-30 20:57:27

image.png

2020-11-02 12:55:48

There are some cable internet outages. It will be that there is a power outage causing this seeing this

2020-11-02 14:12:01

Sounds good. They originally had the power outage eta at 10AM but it has recently changed to 12PM

2020-11-02 14:23:42

FYI the outage is due to a POWER OUTAGE

2020-11-02 14:24:00

Just to clarify

2020-11-02 14:24:13

We have techs putting generators out now.

2020-11-02 14:24:15

That's what I've been telling people

2020-11-02 14:24:20

So slowly people will come back online.

2020-11-02 14:32:55

Did you want me to call the vms that were left this morning and let them know about the outage?

2020-11-02 15:35:47

We can put them in the outage tracking if and call them back when it is resolved

2020-11-02 14:33:22

FYI: We had some escalations where a Smart TV's YouTube app was not working. The TV needs a factory reset to get back to the older App version. We can recommend this to the customer but we do not 100% support these smart tv app issue.

2020-11-02 14:33:53

Cool I got two of those I think

2020-11-02 14:34:48

We will direct the customer to the TV manufacturer support for these issues. If the other apps on the TV like Netflix work, and YouTube works in the Smart TV browser, it is not an internet problem.

2020-11-02 15:10:19

Cable Outage tickets can be marked as the Outage Tracking ticket status to help keep track of who to call back when it's fixed.

2020-11-02 15:10:30

I am doing that now.

2020-11-02 15:10:43

Yeah we were on the same thought there lol

2020-11-02 15:10:49

lol yes

2020-11-02 16:16:30

Hydro outage estimated restoration time changed to 2pm now.

2020-11-03 16:01:26

The IPTV guide issue has been resolved.

2020-11-03 16:01:35

thanks

2020-11-04 17:20:00

New TCC escalation procedure. Please read and let me know if you have any questions.

2020-11-04 17:20:00

FAQ-71-en.pdf

2020-11-04 21:54:26

Just a reminder, never set the security on the wifi on a Zyxel to Open. It should always be WPA2

2020-11-05 13:51:33

Please confirm you've watched this video showing Xstream TV on an Amino STB. Hay Xstream TV starts around the 9 minute mark and that is all you need to spend time watching.

2020-11-05 13:51:52

Video is unavailable for me.

2020-11-05 13:52:30

We will have to do a screen connect if this new link doesn't work for you and look into it.

2020-11-05 13:55:20

asks me to sign in still

2020-11-05 13:56:07

Join this screen connect and call me when you are ready

2020-11-05 14:16:18

Yeah video link was posted private

2020-11-05 14:43:14

Yes they did post it private so I'm working on getting something.

2020-11-05 14:46:47

Please view this demo video to get a glimpse of Hay Xstream tv running on an Amino STB and confirm you've seen it.

2020-11-05 14:46:47

PXL_20201105_141505645.mp4

2020-11-05 15:41:44

91 Victoria st - seaforth will be down for a bilt while we fixed an issue out front.

2020-11-05 16:31:53

Victoria st is all done now

2020-11-05 20:09:16

Please confirm your time sheets are done for the rest of the week by the end of today by responding to this message. Justin will be processing them early tomorrow.

2020-11-05 20:09:31

Mines done.

2020-11-05 20:20:27

Mine are done.

2020-11-05 20:23:29

done

2020-11-05 21:17:53

<@USDAJAEL9> Just need your confirmation and we are good

2020-11-05 21:56:19

finished it earlier

2020-11-05 20:49:23

On Remembrance Day (Nov 11) the queue will be closed from 11am until 12 noon so that you have a chance to tune in to the ceremonies on TV that day.

2020-11-05 20:50:16

I will be on call that day, but I don't expect the queue to be busy during that time. If we get any sort of backlog I'm sure we will be able to clean it up fairly quickly after lunch.

2020-11-05 20:51:05

There is a special status message being played to TCC customers informing them that we will not be open for that hour but otherwise will have regular business hours

2020-11-06 14:41:15

Please avoid using apostrophe's in SSID names with Gigacenters for the time being. If the customer insists on using one, please update it via the Native Interface GUI. USS support testing is finding that the extra apostrophe's showing in USS when a SSID with an apostrophe in it is saved via the USS, it adds in an extra apostrophe. They want me to open a Calix ticket if I would like to have the issue looked into further so I may do that.

2020-11-06 15:14:31

Yeah for TCC don't use apostophe's period. Unnessessary.

2020-11-06 15:15:28

Also, I will remind at the meeting but all troubles after 4:30pm durning the week as well as weekends, get assigned to ON CALL PHONE. We had 2 NO DIAL TONE troubles last night that didn't get dealt with

2020-11-06 16:43:30

Ridgeway Rd customers are fixed and customers can be called back now.

2020-11-06 16:43:40

On it

2020-11-06 16:48:16

Outage customers have been all called back.

2020-11-09 18:30:17

Joseph and I have the meeting going

2020-11-09 21:39:19

31582 - i just sent him to you guys. I told him to wait in queue for help. I also let him know i would have you guys call him back.

2020-11-09 21:39:38

just got him

2020-11-09 21:39:42

sweet

2020-11-09 21:42:01

customer doesnt have a coax cord

2020-11-10 13:53:12

image.png

2020-11-10 15:19:35

(10:17) anne_tcc: I have had 2 people complaining that they have been on hold with support for a long time. They hang up and call us back.

2020-11-10 15:19:49

We are not real busy here today but perhaps you guys are???

2020-11-10 15:20:39

They would have to define 'long time'. Currently there are two support agents in and the current queue has two calls in it and they have been waiting about 14 minutes.

2020-11-10 15:36:43

Yeah no one has waited real long today.

2020-11-10 17:18:13

The longest someone has waited for TCC to get through to support is 6 minutes today

2020-11-10 18:41:41

Easiest way to find out how to use Hay VoiceMail is go to , click Support and them Telephone and look on the Voice Mail side. There is a PDF lnk to the Voice Mail User Guide. It goes here:

2020-11-10 19:08:14

Support team can join the meeting any time if you are free now

2020-11-10 19:58:21

I have updated a bunch of FAQs for TCC

2020-11-10 22:03:30

11287936

2020-11-10 22:03:49

we installed today just sent to support service quit working I logged into mobi here with her credentials the work

2020-11-10 22:03:58

we cannot reach the router and she says she did nothing to it

2020-11-10 22:04:00

heads up

2020-11-10 22:05:21

side note she has a active mobi agreement in SIS but when I do a general on it it tells me its not active which makes no sense

2020-11-10 22:08:42

Im talking to her now.

2020-11-10 22:08:51

I can see her router now

2020-11-10 22:09:04

idk what is going on can you update the info thanks see you later

2020-11-10 22:09:29

Ok. Bye

2020-11-11 19:34:25

31509 - She came to pick up a new router yesterday fyi

2020-11-12 18:14:27

Ezlink email upgrade finished and has been live as of early yesterday morning. Please call back any of those Ezlink TLS 1.2 Support Fixes and revert any Thunderbird Settings back to the default for the minimum TLS version and close those ticket. Be sure to let us know if you run into any problems with ezlink email.

2020-11-12 19:09:11

Daily meeting is on whenever you are able to join

2020-11-14 19:48:52

Training has been scheduled for this coming week. Please check the schedule. Thx

2020-11-16 15:12:09

Please be sure you are accessing NOMS via the secure link: Not the insecure If the secure link is not working be sure to report it to me. It was down this morning for about 20 min but it is back up.

2020-11-16 18:06:50

After the crazy power flickers we may need to run re-installation of DSL modem software, and may need to run re-provision CPE on some 844E to make sure they are functioning properly.

2020-11-16 19:32:22

Hey team, could someone please open PQC tickets for these ONTs? Similar as what we did for the set up of the other ONT Battery Check/Swap tickets.

2020-11-16 19:32:22

image.png

2020-11-16 19:37:46

When you create these tickets, please add the workflow task ONTBATTERY, but leave the TMDISPATCH task open this time.

2020-11-16 19:37:59

Then I will review them before I complete the TMDISPATCH task and it becomes available for techs to pick up.

2020-11-16 19:38:05

I can.

2020-11-16 19:38:09

Want me to do it now?

2020-11-16 19:39:23

Anytime today or tomorrow

2020-11-16 19:39:29

Okay sounds good.

2020-11-17 14:33:54

31714 - Can someone please follow up with this business customer. Looks like the modem was not online when we talked to them this morning but it is online now. I sent the ticket back to you guys.

2020-11-17 16:03:18

I went to call them and checked the modem first and still says not registered in ezlink Noms

2020-11-17 16:49:47

Going forward, if your customers device is dead, and you have verified that the outlet is working and you think the device needs to be replaced, you can send these in now without calling level 2. Make sure your noting all your troubleshooting

2020-11-18 15:18:46

31740 - they have picked up the new router but need someone to call them as its not plugged in correctly. we have sent them to support

2020-11-23 18:50:30

2020-11-23 18:57:27

I am on with him now

2020-11-23 18:58:16

Thanks he is walking a fine line Maegan has bent over backwards for him and he was slamming TCC hard.

2020-11-23 18:58:35

I said nothing he doesn't realize I know all that she has done for him.

2020-11-23 18:58:53

he doesnt want to help himself and expects the world

2020-11-23 18:58:57

Yeah, I don't really know what the issue is yet, he cant really explain it well.

2020-11-23 18:59:14

exactly

2020-11-23 18:59:26

Internet problem, debit problem

2020-11-23 18:59:38

phone problem

2020-11-23 18:59:44

call eastlink might be better

2020-11-23 18:59:53

He said theres no internet now

2020-11-23 19:00:02

can you see his ONT is it linked

2020-11-23 19:00:09

Yes

2020-11-23 19:00:37

Router is up, looks good.

2020-11-23 19:00:55

No support meeting today due to how busy we are.

2020-11-23 19:02:34

He just wants me to send someone over for half a day to get all his stuff working properly I am sure

2020-11-23 19:02:51

I dont know if I'll be able to get anywhere

2020-11-23 19:02:53

With him

2020-11-23 19:02:55

I'm trying

2020-11-23 19:03:42

He needs to hire a IT person if all our stuff works good

2020-11-23 19:04:09

Tony latour in Seaforth maybe or Microage

2020-11-23 19:04:18

He cant seem to find the SSID but I think its just user error.

2020-11-23 19:04:32

me too

2020-11-23 19:05:33

Matt Merner was our last tech there if I can ask anything of him let me know

2020-11-23 19:06:10

christopher: IAD will go in port 4 of the ONT. No more services can go at this location/ONT. ONT will need a reboot. Because its attached to a CIBC bank, I can't do it during the day so Ill have to do it late tonight. everything should be ready to go. 6066998 is setup in the switch but disabled. you will need to setup charge number and calling party number and such. its disabled but ready to go

2020-11-23 19:06:12

Does this help

2020-11-23 19:07:42

His computer is painfully slow

2020-11-23 19:07:53

WE can send a tech to show him our internet is working

2020-11-23 19:08:11

but whoever gave him is debit machine needs to set it up

2020-11-23 19:08:24

the originally tt was for ndt does it work

2020-11-23 19:08:38

Okay because this is painful

2020-11-23 19:09:01

find out exactly what it is we need to tell the tech to do

2020-11-23 19:10:32

He needs it today

2020-11-23 19:10:41

then he should not have been a dick

2020-11-23 19:15:53

HANG UP

2020-11-23 19:16:11

We do not respond to people like that

2020-11-23 19:16:17

gee whiz

2020-11-23 19:16:21

you go to the bottom of the lisst

2020-11-23 19:16:27

im going on a break

2020-11-23 19:16:33

ive never been that direct before

2020-11-23 19:16:38

What do you know, W Kennedy allowed Peter to walk him through support steps, and look - he's back online. So I guess he only lost $4000 dollars today while he was refusing to troubleshoot...

2020-11-23 19:25:25

Yep I was listening in on that as well for the first bit of it.

2020-11-23 19:25:33

I am back now

2020-11-24 12:37:05

We should contact customers more than one in the evening(after 5PM) if we do not get through to them during the day and we are not too busy with calls coming in from the queue.

2020-11-24 15:30:04

There appears to be problems with Apple Big Sur (macOS v11.0.1) with Mail working properly with IMAP on SSL. I've seen others posting about it on the internet. Testing in Thunderbird and the email works fine. No answers from Apple seen online yet. For now we will recommend Thunderbird or have them speak to Apple to get Mac Mail working on Big Sur - be sure they have all the correct settings before sending them to Apple Support if they insist on using Mac Mail.

2020-11-24 19:53:46

820 turnberry st the service will be down for a bit. I called the nurse station to let them know. 5-10 min

2020-11-25 15:20:04

This updated list of questions has been posted, please update your local list of questions to this: Please let us know if you answer yes to any one of the first five questions below or no to question 6 prior to install 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility with a COVID-19 outbreak? 4. Have you or any member of your household traveled to an area even within Canada with a known COVID-19 outbreak? 5. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19 6. Would you be willing to wait outside and if the weather is inclement social distance with a mask when the tech enters the premise?

2020-11-26 17:18:14

Clinton is out of routers till 3 or 4 today. Please done send anyone there till then

2020-11-26 19:45:29

Sorry I missed the meeting. Two things. First, I have created some new subscriber reports for TCC. Starting the next time you load SIS you will see for TV troubles that there are TV subscriber reports and TCCTV subscriber reports. If the tv trouble is tcctv and not iptv or msg then make sure going forward you are using the TCCTV subscriber reports when appropriate. This brings me to thing two. Going forward, if you ever need to select SUB REPORT NOT FOUND as the subscriber report because there is no matching report, please follow FAQ 1073 to properly add workflow to get it fixed. You should go read this FAQ today to make sure you dont have any questions. Let me know if you need any clarification. Thanks everyone keep up the good work.

2020-11-26 19:57:49

I should also add that a ticket with no subscriber report should never be closed by anyone but me. I will close it once I have added and set an appropriate report.

2020-11-26 21:31:36

I just had a TCC TV call and after restarting SIS I selected TCCTC CHANNELS WONT PLAY, status is Being Worked ON, hit OK and get an error "please correct the fields in error and try again". It says the Subscriber Report is needed but it was selected. I hit OK, select the same Subscriber report, hit OK and same error, but can't edit subscriber report anymore as it is greyed out now.

2020-11-26 21:34:17

Wont let you open the ticket with the TCCTV subscriber report but if you open it with something else and then update it later, it works.

2020-11-27 14:32:00

weird.. Ill look into this

2020-11-27 14:36:08

reported to CSI

2020-11-27 17:12:45

In TCC iVue SIS go to menu View > System Tools > SIS Cache. Then click Remove All at the top. This will fix the subscriber report issue

2020-11-27 19:43:53

This will be uploaded to the FAQ and the info added but heres the document I gave my plant techs for TCCTV

2020-11-27 19:43:53

TCCTV - Tech training.pdf

2020-11-30 15:16:41

New calendar has been entered starting January 4th. Please review and let me know if you have any questions

2020-11-30 15:27:30

Awesome, thanks <@UPA7Y6160> :zap:

2020-11-30 15:27:14

Some customers had their Eset do an update early this morning. The update no longer allows a connection to the incoming mail server. We had the problem with an @hay.net user and a user on linux1 so far. We turned off email filtering to get things working.

2020-11-30 16:20:12

Please don't worry about any PQC tickets today.

2020-12-01 21:13:31

Everyone please review FAQ 1076. Its relating to AMP security troubleshooting

2020-12-02 14:32:03

Christopher is off this am not sure if you are aware.

2020-12-03 17:09:14

Please take a look at FAQ 1077. This explains how to pull the Mobi logs to see what a customer is actually doing on the Mobi platform. If you want extra training on this let me know. The basics are in the FAQ.

2020-12-04 14:55:05

I'm off at noon today for a bereavement day FYI

2020-12-04 16:07:00

Reminder that you need to be opening a ticket right at the beginning of your calls for all support calls. Just to be clear, not in the middle, and not at the end. See and view the Support Process if you need to.

2020-12-04 18:48:52

Was anyone working with Wayne & Jan Meyer 11290265 today. They said they were working with someone was put on hold and no one ever came back. No one at our office talked to them.

2020-12-04 18:54:26

I dont think I was.

2020-12-04 18:54:45

Okay thanks! We made a ticket for someone to give them a call

2020-12-04 18:54:48

i have not

2020-12-04 19:05:40

Nope wasnt me

2020-12-04 20:21:05

Wayne & Jan Meyer, ticket says they arent home till monday, so do we call monday then??

2020-12-04 20:21:26

Can't really troubleshoot with them if they aren't home.

2020-12-04 20:45:14

Anne Middigaal

2020-12-04 20:45:46

Has called here three times today was just on with a tech and got it working but it is out again now.

2020-12-04 20:46:24

Looks like the ticket was just closed and fixed up by Natalie

2020-12-04 20:46:32

now what it is out again

2020-12-04 20:46:34

I got it working

2020-12-04 20:46:44

it is not working right now

2020-12-04 20:48:22

Ugh what

2020-12-04 20:48:40

Its their router then.

2020-12-04 20:49:46

I called them and got them to reboot the router and then the IP showed up, and everything was working. I did this at 3:34pm, is when I closed the ticket.

2020-12-04 20:49:49

Did they call back in?

2020-12-04 20:50:02

Yes

2020-12-04 20:50:08

Then its their router.

2020-12-04 20:50:12

ya got that

2020-12-04 20:50:25

Did you transfer to support?

2020-12-04 20:50:41

nope

2020-12-04 20:50:54

Alright.

2020-12-05 19:42:54

Can someone call Christine Snell on Monday - 11223489 - she reached her 10 GB already and needs to talk to someone about it. She called me from

2020-12-07 15:05:21

sure

2020-12-07 15:05:59

31923 - this can be closed. I called and left a vm for naomi to call me with natasha's number and i'll call and arrange for a router to be installed

2020-12-07 17:06:47

Please remember that wireless escalations require a different workflow then a normal repair

2020-12-07 17:21:35

Oops that was me

2020-12-07 21:29:19

I would like everyone to try logging in and checking out the mobi analytic logs. You can use agreement 7005003687 for testing

2020-12-07 21:29:27

at some point soon

2020-12-08 13:31:38

TCC MSG internet has gone from 50/5 to 50/10. The modems have to be rebooted to get the new speed.

2020-12-08 16:51:09

Fun little thing I have found with newer TV's (LG as an example) - If you are trying to change inputs on the TV with the TV remote it is pretty hard to find it in the settings, but there is a button on their remote that looks like a plug and if you press that it toggles through the inputs.

2020-12-08 16:51:09

image.png

2020-12-08 18:56:49

If the customer has a comtrend adapter for Ethernet over Powerline, both ends of the connection need to be rebooted

2020-12-08 21:07:11

Please make sure that if a popup shows up when you access an account, you *MUST* read it and understand it before clicking OK. There could be important info in there that can save us sending out a technician. If your unsure what a note means, ask. Never click OK on a popup note without reading and understanding it.

2020-12-09 13:30:10

For any AMP ticket, please put the Job # in the ticket, just in case we have to go back to look at something in the future.

2020-12-09 20:53:05

We highly discourage forwarding from Ezlink to gmail (or any other provider for that matter) as that can get us banned faster if the customer is forwarding spamy emails. same with accounts

2020-12-10 13:35:11

If you open a customers account and they have an Equipment Outage ticket open on their account, don't update this shared ticket. Still create a ticket for the customer. Don't put comments on the shared ticket.

2020-12-10 13:36:06

I was wondering what that was.

2020-12-10 15:20:20

Check out FAQ 1078 for reporting Mobi TV outages

2020-12-10 19:58:09

32184 - Is this ticket on anyone's radar to call? Looks like they have been waiting for a call since 9:35 this morning

2020-12-10 19:58:35

Its in the needs to be called so we will get to it soon likely

2020-12-11 14:28:19

32157 - can be closed we are going out monday to help them

2020-12-11 14:30:06

Give me 2 min im going to call them and make sure its the same issue

2020-12-11 14:33:21

Customer claims we told her she needed a new router but from the notes on the ticket. I dont think that is true. Looks like you guys never even talked to her as she has not called you back

2020-12-11 14:33:59

Yeah we have not been able to reach her.

2020-12-11 14:34:26

I called and I'll see what her issue is when she call me back. Maybe keep your ticket for now.

2020-12-11 14:34:49

Will do

2020-12-11 15:37:18

I updated ticket 32157 - she will be home at 4:30 today to be called.

2020-12-11 15:37:31

Sounds good thanks

2020-12-11 15:38:28

I set it to 4:30 and needs to be called so we dont forget,

2020-12-11 15:38:59

perfect thanks. I'll look monday to see what happened so I dont send anyone if we dont need to go

2020-12-11 15:39:08

Sounds good.

2020-12-11 18:13:45

Make sure everyone is still doing their Covid Screening forms every morning

2020-12-18 16:17:57

Reminder: Person who works the 8am shift should be going through the waiting on customer tickets when they get in. Thanks :slightly_smiling_face:

2020-12-21 20:43:34

Starting December 29th, any customer who is being sent to a store, must book an appointment. Appointments can be booked with myself, or with a CSR.

2020-12-23 15:12:25

We are low on routers Seaforth does not have any at the moment. Heads up we are trying to figure it out for the tt that was made

2020-12-23 16:09:25

Clarification on COVID-19 questions:

2020-12-23 16:10:59

Please ask the questions exactly as they are written. The reason is that techs will confirm the questions again with the customer. For example today a customer said they were not asked question 6 and were only asked if they would wait in another room. If the management changes the questions I'll let you know but for now please ask them exactly as they are written to keep communication the same between My Support and the Dispatched Techs. 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility with a COVID-19 outbreak? 4. Have you or any member of your household traveled to an area even within Ont/Canada with a known COVID-19 outbreak? 5. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19? 6. Would you be willing to wait outside and if the weather is inclement social distance with a mask when the tech enters the premise?

2020-12-24 18:03:45

cancel jenny asschier trouble if it comes in from support

2020-12-30 15:15:16

When someone calls Terry Grant will they follow the instructions on the pop up of his account.

2020-12-30 15:15:25

He just drove from Seaforth to Kippen

2020-12-30 15:20:16

]He walks in here and demands a technician all the time which we don't have today let me know if its an impossible mission.

2020-12-30 15:21:03

ok, his VM was great to listen to as well

2020-12-30 15:21:14

oh he wont be home yet

2020-12-30 15:57:09

WILL you try him again Peter

2020-12-30 15:57:39

yes

2020-12-30 16:11:29

I just called and he just got home and the TV is working fine. I didn't do anything.

2020-12-30 16:11:42

Awesome you Rock

2020-12-30 16:12:14

maybe it was my good thoughts, please work, so I don't have to walk him through the steps

2020-12-30 16:12:32

:bananadance:

2020-12-30 20:00:04

Please call Nelly at they have Hay TV and touched the wrong button and cant get channels back up this is Linda's mom....let me know how you make out

2020-12-30 20:02:04

Mommersteeg

2021-01-04 14:44:41

Important Update to COVID-19 questions: Please let us know if you answer yes to any one of the first five questions below or no to question 6 prior to install 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility with a COVID-19 outbreak? 4. Have you or any member of your household traveled to an area even within Canada with a known COVID-19 outbreak? 5. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19 6. Due to current lockdown - all occupants will be asked to leave the premise.

2021-01-07 19:41:35

32584 - This customer is waiting for a call today. I just wanna make sure we dont forget about her

2021-01-07 19:50:32

fyi clinton is out of routers. i'll let you know when they get more

2021-01-07 21:29:18

clinton now has router

2021-01-12 20:08:35

I need help with my at home wifi...anyone able to call?

2021-01-12 20:18:54

Anyone??

2021-01-12 20:32:15

is this a good time to call now?

2021-01-12 20:21:22

as soon as Joseph is back from lunch I'll call

2021-01-12 20:46:02

Sounds good...

2021-01-13 14:31:14

Updated COVID-19 Questions: 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility or been in a facility with a COVID-19 outbreak? 4. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19 5. Due to current lockdown - all occupants will be asked to leave the premise.

2021-01-13 15:42:32

Here are a couple reminders and notes.

2021-01-13 15:45:22

*Notes on DSL-> Cable Cutovers* For all DSL to Cable cutover recommendations, please continue to call me to confirm as you have been. This is just a reminder as this is what we usually do. We will still be considering doing cut overs from DSL to Cable if it is considered essential for the customer, usually if they have less that 20Mbps down and all of the COVID-19 policies can be followed. Just note not to promise anything and before we send them to the front desk either myself or one of the other Inside Techs will confirm. If they are not essential, we can still have them put the order in but rather than call into the front desk it can be Escalated To Repair so we can work with Brian to put the order in and have it on hold for after our policy changes. *Notes on Repair Dispatches* Usually when you escalate to repair, you confirm with me or another Inside Tech if we think we can make it today, or the next day both in the morning or afternoon. We will continue to never promise that anyone will actually be scheduled to come out otherwise. We will continue to try to resolve issues over the phone but when we need to go on site I, or another Inside Tech, will be determining if the repair is essential or if it will need to be postponed until after the our policy in relation the the provinces recommendations are updated. If it will be postponed the ticket status will be set to *COVID-19 Postponed*. *Light Internet* Any time we come across a customer who is on Light Internet be sure to _always_ recommend they upgrade.

2021-01-14 18:37:35

<@USANXL7TL> please review this information

2021-01-14 18:41:27

Ok. Thanks. Im reading it now.

2021-01-13 21:14:09

If you call second level support and do not get anyone, do not keep calling back. One call per customer. If you don't get anyone, do your best to solve the problem or escalate it and move on. Thanks.

2021-01-14 18:38:33

All My Support team please confirm you are up to date on your slack messages. It is important to not get behind. If you have anything in White Bold Text it means you have not read what has been posted. Some of this information may be very important for you. You can ignore this with regards to the <#C80UAFCTS|random> channels.

2021-01-19 21:35:19

Please review FAQ 1080 and 1081. I will discuss in the next meeting about 1081

2021-01-21 17:08:59

TCCTV assist account has been fixed, Movies and Shows sections should work now

2021-01-21 17:15:18

hopefully we are done "updating the app" msg I get at least once a day

2021-01-21 18:06:34

yeah im not sure what is causing that

2021-01-25 18:16:56

32910 - Larry McClure - can someone have a look at what's going on with this ticket. She is loosing it on the phone.

2021-01-25 18:17:22

i was speaking with her earlier Ill talk with her

2021-01-25 18:17:38

her modem does not appear to be going offline

2021-01-25 18:20:13

I can see her modem dropped on the 24th.

2021-01-25 18:20:56

ya it wasnt dropping when i was talking with her earlier even though they were getting kicked off and they werent exceeding the speed in the qos either while i was watching

2021-01-25 18:20:58

but it also could of been rebooted. Oh and she does not have a tcc roueter

2021-01-25 18:21:13

she does not have a tcc router

2021-01-25 20:58:42

33024 - can someone take a look at this ticket please and thanks

2021-01-25 20:58:55

Will do when we can.

2021-01-25 20:59:02

perfect

2021-01-25 21:03:53

i got the ticket

2021-01-26 16:29:24

Can anyone shed any light on WTE troubles....who would I touch base with at Hay?

2021-01-26 16:29:40

What is the trouble?

2021-01-26 16:29:58

Are you able to login and authenticate and watch

2021-01-26 16:30:07

I have tried IPTV MOBI and MSG credentials

2021-01-26 16:30:27

It takes a long time for the bellmedia site to load then it tells me to contact my provider

2021-01-26 16:30:31

like I dont have a subscription

2021-01-26 16:30:51

it seems hit and miss

2021-01-26 16:30:58

not consistent

2021-01-26 16:31:12

I am waiting to hear back from Amy at wtve support on a problem I reported. It was more directed towards the Crave section, but could be effecting all of them. She said she is working on something and will get back to me to test soon.

2021-01-26 16:31:54

I thought it maybe was just crave also but I then just got the error on CTV

2021-01-26 21:16:46

Any word back from Amy ?

2021-01-26 21:24:00

Not yet

2021-01-27 13:45:30

She says the issue with bell channels on WTVE should be fixed now. Let us know if there are any further problems.

2021-01-29 20:58:17

See new FAQ 1082 which lists the Mobi error codes and what they mean.

2021-01-29 21:00:51

It will also tell you what to do to resolve the code (for example filing a ticket with mobi engeneering which I would do)

2021-01-29 21:19:40

See FAQ 1083. Images of lit up front and back of the Zyxel Gateways and the APs so you can see what they look like.

2021-02-02 18:39:09

33122 - can someone work this ticket. the router was picked up 1/29/21. thanks

2021-02-02 18:39:32

ill grab it after this call

2021-02-02 19:11:00

Joseph called and left a vm with the customer.

2021-02-02 19:11:33

Looks like her SSID and password are already set up??

2021-02-02 19:12:04

And the zyxel is up and running as well..

2021-02-02 19:32:43

And she is getting a proper speed test on the router, so I am closing this ticket. No need to bother the customer.

2021-02-02 21:43:14

Please check out FAQ 1084

2021-02-03 14:06:37

33080 - i put a contact for you to reach and I let him know you would be calling.

2021-02-03 14:07:13

Okay thank you

2021-02-03 14:07:28

I'll leave it with joseph as he was working on it :slightly_smiling_face:

2021-02-03 14:07:37

Ill let him know when he is in

2021-02-03 14:07:40

He did tell me they are having issues cause so many people are using the conntection.

2021-02-03 14:07:51

Okay good to know

2021-02-03 14:52:29

33204 - this can bel closed if you dont hear back from the customer today. we are going out tomorrow moring

2021-02-03 14:52:38

ok

2021-02-03 16:31:51

Charles Jewitt - got their tv problem fixed, not sure if they would like to still talk to the manager or not, but I talked to Charles and he was very nice and patient with me :slightly_smiling_face:

2021-02-03 20:57:38

When a customer askes for a manager NEVER tell the customer who will be calling them back. Thanks

2021-02-04 14:36:22

Read up on FAQ 1085

2021-02-04 15:04:28

33203 - customer is working ticket can be closed

2021-02-04 17:40:39

33080 this ticket can be closed

2021-02-04 18:32:10

Read up on FAQ 1086

2021-02-05 20:33:05

365 msg & IPTV - is not working food networking. it has been reported

2021-02-05 20:43:58

its fixed

2021-02-08 17:17:42

84 main st s is all fixed up

2021-02-08 21:16:04

Review FAQ 1087 for increasing stream counts. Let me know if you have any questions

2021-02-08 21:28:15

Just a reminder: EARLY PAYROLL PROCESS NOTICE: Due to our payroll provider being closed on Monday February 15th all timesheets will need completed by end of day Thursday February 11th so that they can be input Friday morning. Any OT hours for the weekend can be added to the following pay period.

2021-02-09 15:42:36

Clearcable fixed the issue of Ezlink NOMS not showing Usage Data in the Transfer Graph and the Offline Log. Let me know if you notice anything else that may be broken in Ezlink NOMS.

2021-02-09 15:44:18

33314 - this ticket can be closed

2021-02-09 19:33:26

Daily Meeting Summary • Any SmartRG 516ac, 515ac, 505n not on 2.6.2.5 that you come across can have the Firmware Upgrade button in USS clicked to get it up to date. • In the morning whoever is in first please check and post if the cameras are down so we can try to catch it before customers email in • Brian mentioned we are now charging for new remotes for IPTV, Cable TV as well as Xstream TV so see the update on for any more info • Minaxi and Ansul will start their training on Tuesday next week • email users who use to send via scanner/printer or similar device only will now need to also set up the account they use for that in an email client to be sure it gets checked every day. • Tip: Pull up customer's via Service Address or at least verify it to confirm you are opening the ticket on the correct location.

2021-02-10 18:53:33

Please check schedule changes for Feb 12th and 22nd.

2021-02-11 19:38:31

Daily Meeting Summary: • Please review the FAQ for status messages please as it has been finalized. If you have time, please test it out. • No one else but Natalie should be logging in and out of the queue

2021-02-16 15:14:52

<@U01N1MKP336> has joined the group

2021-02-16 21:20:38

Smarttrack is no longer being used to make appointments for now. Anyone can go to a store without an appointment.

2021-02-17 15:26:05

I have simplified/made changes to how TCC tickets are escalated to repair. Please re-read FAQ 1070 for the new process. Do not use the old way of submitting tickets going forward.

2021-02-17 17:59:15

I spoke with Marcel and he confirmed the only question that changed is number 5, so here are all 5 questions again: 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility or been in a facility with a COVID-19 outbreak? 4. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19? 5. are you willing to wait in another part of the house while work is being done and wear a mask if the technician has to talk with them:

2021-02-19 01:09:22

Pete may be not be available tomorrow morning but should hopefully be around in the afternoon

2021-02-19 16:15:24

FYI Pete and I are both here to help you today.

2021-02-19 17:10:07

Remember the person who comes in at 8am needs to not only check VMs when they come in at 8am but also check the Waiting On Customer tickets on both sides and set them to the appropriate ticket statues.

2021-02-20 21:09:59

Review FAQ 1002 it has been updated

2021-02-23 14:16:55

Updated COVID-19 Questions for Hay. Please be sure to update your local copies of these questions right away and begin using the updated ones.

2021-02-23 14:17:01

Please let us know if you answer yes to any one of the first five questions below or no to question 6 prior to install 1. Have you been out of the province in the last two weeks? 2. Have you been sick in the last two weeks? 3. Do you or any member of your household work in a facility with a COVID-19 outbreak? 4. Have you or any member of your household traveled to an area even within Canada with a known COVID-19 outbreak? 5. Have you or any member of your household been in contact with anyone who has tested positive for COVID-19 in the last two weeks. 6. Due to current COVID protocols - all occupants will be asked to leave the premise. Those that are unable to leave the premise will be asked to wear a mask while our technician is present as well as go to a room not occupied by our technician.

2021-03-09 19:09:23

Remember to ask these verbatim.

2021-02-24 18:18:45

33426 - can be closed

2021-02-24 18:20:24

Will do

2021-02-25 16:56:43

33609- can someone work this ticket

2021-02-25 17:34:33

****FYI The Lobby Channel will stop working on April 1, 2021 also, we are not notify these people.

2021-02-25 17:35:15

what is the Lobby Channel?

2021-02-26 15:34:09

I am sending Robert Swartman to support Natalie helped him last week

2021-02-26 15:34:31

he is not active in ivue he was our neighbour for ever in kippen

2021-02-26 15:34:39

so we let him keep his email address when he moved

2021-02-26 15:34:48

last week I think he just had his email sorted the wrong way

2021-02-26 16:18:33

got him sorted

2021-02-26 20:29:03

Who ever will be working on Monday at 10:00 please read and assign tt 33636 to your self someone please confirm. Thanks

2021-02-26 20:29:08

AM

2021-02-26 20:53:01

Does anyone have time to do this?

2021-02-26 21:04:22

I am on at 8 am myself to answer the morning calls from both sides, I can assign it myself but can't guarantee any call I am on before 10 am will be done by then, depending on the issue.

2021-02-26 21:03:49

33606 - FYi this customer brought the router back to Brussels and it was re-set up. Can someone follow up with them tonight. I can see its plugged in now. but no wifi name and pw on it

2021-02-26 21:05:49

I'll call them now and see if I can get them setup

2021-02-26 21:09:12

done

2021-03-01 14:44:56

Dont foget that Donna Cartwirght needs to be called at 10 am this morning 33636

2021-03-01 15:03:54

just finishing a call and will call her in a minute

2021-03-01 15:32:09

done, putting a SO in for one of our routers

2021-03-01 15:52:10

Thank you

2021-03-01 15:52:20

welcome

2021-03-01 20:44:47

Nursing Home update • Queensway has Rapid Testing so we starting next Monday we can do troubles there weekly on Mondays • Bluewater Resthome has no Rapid Testing yet so these troubles will continue to be postponed

2021-03-02 16:10:04

32992 - customer was in yesterday can you follow up with this ticket

2021-03-02 16:11:28

If its in needs to be called, will do when we can.

2021-03-02 17:16:11

What did we do when he came in? There are no notes.

2021-03-02 17:16:40

well hes back again right now so i'll ask when he leaves

2021-03-02 17:17:08

Okay, Joe sent them to the office because we couldnt help over the phone.

2021-03-02 18:32:45

the ticket has been updated

2021-03-02 18:37:40

So i can close then?

2021-03-02 20:23:41

Please put jobber ticket number in ivue tickets. Thanks.

2021-03-03 14:58:33

Marcel is off sick for the rest of the day.

2021-03-03 18:30:53

Sports dr 9 homes in brussels will have a short outage

2021-03-03 18:57:22

they are back now

2021-03-04 15:39:50

33636, 33699 & 33611 have not been in to get their routers yet.

2021-03-04 15:40:08

33658 has been in to get the router

2021-03-04 16:26:17

33611 picked up today

2021-03-04 18:16:33

IPTV has a issue with the guide loading after the stb is rebooted. Pete is looking in to it.

2021-03-04 19:31:13

14:26) liz_tcc: Chris Babb has a trouble ticket on his account from this morning, and hasn't had a call back (14:26) liz_tcc: he says it all sucks (14:26) Paula: UGH (14:26) Paula: they are all on their daily call I would imagine right at the moment also I will look at it (14:29) traci_tcc: yeah (14:29) traci_tcc: she isn't happy (14:30) traci_tcc: they have an AP and still says weak wifi signal

2021-03-04 19:31:26

Is anyone available to help this tt

2021-03-04 19:53:20

talk to christopher he is looking at it also

2021-03-04 19:53:31

we are short today, but I'll check it out

2021-03-04 20:04:28

I think he may have talked to them

2021-03-04 21:08:23

Ticket 33710 - they have hs with us 77238 DIVISION LI 11205136 - if that helps getting them a call back. They called in at 10:55 this morning.

2021-03-04 21:12:20

33710 was closed yesterday

2021-03-04 21:12:36

33740 is that account number

2021-03-04 21:16:30

opened in error on wrong service, I closed it and started a correct one.

2021-03-04 21:14:22

33742 - called in this morning at 11:02 to get the wifi name and pw. I called and gave her the info. the ticket can be closed.

2021-03-04 21:15:06

sorry you are right its 33740

2021-03-05 18:09:31

Remember if you are putting in a ticket where the customer emailed, please put their email address in the ticket as well. Thanks.

2021-03-05 19:54:45

33636 this ticket can be closed. she is not coming in to get a router and has told Rob her issue is all fixed.

2021-03-08 19:05:54

33781 - can someone please call this customer and see if you can set up their remote. ticket was created at 9 am. We are busy today to just stop by.

2021-03-08 19:48:45

Joseph I think is working on this as well.

2021-03-08 19:06:19

33794 - can you call and see if you can fix the tcc tv remote and if not i'll get one dropped off

2021-03-08 19:47:33

On this one now.

2021-03-08 19:06:45

We will get to both when we can.

2021-03-08 19:07:28

We are busy most days so sometimes tickets can't be called right away. There were other tickets before that ticket that had to be done first.

2021-03-08 19:36:53

Daily Meeting Summary for March 8, 2021 ======================================= Mr. Etches - reviewed his current situation and how support should handle his problems Ezlink Email Refresher - email addresses are added/removed via GLDS Broadhub - password resets are done via Ezlink NOMS Phone Status Messages - any time you put up or take down a status message please post your verbiage in the message on the My Support channel and the Hay Support Channel Call backs are not happening fast enough. - some customers are waiting too long for a call back - queue calls are not the highest priority all the time - allow wait times to go up a bit in order to get back to the callbacks - when there is time between calls on the weekends, be sure to get caught up on callbacks first - aim to be ahead on call backs - if a customer is not reachable first in the morning, then a second attempt can be made later in the morning and early afternoon, and evening Queue Status - you are to be in the Queue status waiting for calls in most cases - Outbound Call is to be used when making outbound calls only, do not sit in that status as we see some of you have been doing Breaks and Lunches - do not cut them short - be sure you use your Lunch/Break status accordingly and we'd like to see it 30 minutes, no less so you get your full lunch break - we show Lunch is being used well, but break is not - even if you are the only person on and have your break coming up, let the queue wait while you take your break - your lunch and breaks help keep you feeling good at work, and the stats where we are busy helps show we need extra help TCC Amino Engage - this is a separate login from the Hay Amino Engage - be sure to log in to make sure you have access

2021-03-08 20:02:51

Got her all sorted, had to de pair and re pair remote. All good now. She doesn't need a new one.

2021-03-08 20:06:39

ticket 33789 is being sent back to you. can you call him when to answer pete's stuff in the ticket

2021-03-09 19:09:23

Remember to ask these verbatim.

2021-03-10 20:37:52

2021-03-10 20:51:31

This is also found on our website

2021-03-11 14:38:21

Ben greidanus - 11223455

2021-03-11 14:38:29

If he is calling about slow speeds please call me

2021-03-11 14:38:34

he is.

2021-03-11 14:38:48

K let me guess hes only getting the $45.00 speedk

2021-03-11 14:39:04

I will likely have to transfer him to you, is that okay?

2021-03-11 14:39:14

i'll call him back

2021-03-11 14:39:20

Okay sounds good.

2021-03-11 14:39:20

i have to do some more investigating

2021-03-11 14:44:37

Okay, I will set the ticket to you with my notes.

2021-03-11 14:44:55

perfect

2021-03-11 14:45:19

He's not a happy camper

2021-03-11 14:45:30

that sounds about right

2021-03-11 18:41:11

FYI 33699 Picked up a router today

2021-03-12 13:13:08

Marcel is off sick today

2021-03-12 19:57:06

33848 - Can someone please call this customer. The ticket was created at 10 am and it is now 3pm

2021-03-12 19:57:21

I called him and got VM

2021-03-12 19:57:35

Thank you !!!

2021-03-12 19:57:35

We leave them under my support now when we call and leave a vm

2021-03-12 19:57:45

Because we do another one or two in the day now

2021-03-12 19:58:02

perfect good to know

2021-03-12 19:58:12

:slightly_smiling_face:

2021-03-15 16:44:38

33870 - can someone call. i sent an email with the techs comments

2021-03-15 16:46:20

I am by myself right now till Jeff is back with 5 callers in queues, will get to them as soon as we can

2021-03-15 16:46:34

sounds good

2021-03-16 15:49:30

Call ray if we get reports of any issue at 111, 113 & 115 Kippen rd or 114, 115 & 116 Centre st or 56 Anne st. Equipment is being changed so it may cause issues. Seaforth

2021-03-16 17:34:52

USS Config File Versions • 844G - managed by CMS (should be rg-1) and will show 0.0.0.0 • 854G - managed by CMS (should be rg-1) and will show 0.0.0.0 • 844E - managed by USS and should show 1.2.0.2 currently (if it shows 2.0 or anything else, you need to do a reprovision CPE on that 844E) • SmartRG 505n, 515ac, 516ac do not yet support showing the config file version

2021-03-17 15:53:00

Problem has been fixed with the WTVE Ivue Export -> WTVE Import. Next run of the script is 1PM. Anyone who could not register prior to this, should be able to register after 1PM.

2021-03-18 12:50:51

Morning - ticket 33939 has been sent back to you guys as per our tech. I put notes on the ticket. Can you call the customer back.

2021-03-19 19:40:07

Just a reminder, if a customer is watching the TV for more then 4 hours, the screen will pop up and say "Are you still there". This is similar to when you binge netflix and dont touch the remote for long periods. This can be increased to 12 hours on a per customer basis.

2021-03-19 19:48:31

David Hallman is likely going to be calling the front office to speak to someone about his spam call issue we cannot fix.

2021-03-19 19:48:42

<@U833L2G74> got him

2021-03-19 19:48:44

Just a heads up, he has already spoke to support but wants to talk to someone higher.

2021-03-19 19:48:50

we've got him now

2021-03-19 19:48:57

Mkay thanks

2021-03-19 20:05:20

np ive told him like 20 times already

2021-03-19 21:09:19

Please make sure you get the correct contact number for a customer when talking to them. Whenever someone leaves a VM, make sure the number they left the VM with is on their account, if it is not, add it. We need to make sure the numbers on the accounts are up to date from now on as it is becoming a problem sometimes for the technicians when they go on site and cannot reach the customer. Delete any number that says it is disconnected when you call it from a customers account.

2021-03-19 21:25:15

What I do to make sure everything is updated and good for contact info is: 1. If they leave a VM, I put the number that they left the VM with in the alternate number section, if another number is there I add it to their contact list if not already there and then put it to number one on the drop down. 2. If they call and I resolve their problem, I make sure the number they called me on is again either in the alternate field or in the contact list above the alternate field. 3. If I am escalating, I get the number from them, again I either put it in alternate field or contact list, and I also put it in the ticket comments for the technician. If you want to add a number to the contact list, all you have to do is click on the Customers Name on the ticket and it will bring you to the contact list page, you can add a row and add the number there. Then when you save and go back, that number will be in the drop down list.

2021-03-19 21:35:07

Chad would also like us to ask for email contacts as well. This is just for HAY side. You would add it the same way as adding numbers to contact list: Click on the Customers Name on the ticket and it will bring you to the contact list page, you can add a row and add the email there.

2021-03-23 16:38:56

33901 - router was picked up last week

2021-03-23 16:39:13

33964 - router picked up friday

2021-03-25 13:54:51

TCC Zyxel router inventory is low. Please talk to me before sending someone into the store to get a router.

2021-03-26 23:25:57

Posted status message in TCC cue...'We are currently experiencing an issue with channel 1 on TCC TV. We are currently working to resolve this as soon as possible.'

2021-03-27 14:09:21

What time does a second person come in today?

2021-03-27 14:21:39

We never have a second person on the weekend. Just one support person.

2021-03-29 16:21:08

I see 2 tickets 34090 & 34089 for an outage on MOBI that ch 1 was missing. Does anyone know if that has been fixed or not?

2021-03-29 19:29:33

<@U81L1KUCT> complaints that channel one is missing :joy:

2021-03-29 16:24:04

I just checked my phone and it is working for me

2021-03-29 17:02:16

thanks did you want me to call the customer's or do you guys have time today?

2021-03-29 17:02:48

I dealt with the two TTs

2021-03-29 17:58:57

34123 - Pete has added notes to this ticket. Can you please call the customer back

2021-03-29 19:34:27

thanks

2021-03-30 15:34:28

34143 - Pete has updated this ticket. Please have a look

2021-03-30 15:35:06

I spoke to him about it, I will update comments.

2021-03-30 15:37:38

Updated.

2021-03-30 15:37:55

thanks

2021-03-30 15:37:57

You can read the comments, and I can call back and double check everything if you want me too.

2021-03-30 15:39:06

her radio is not up

2021-03-30 15:39:12

No its not.

2021-03-30 15:39:18

so its deffenently not working

2021-03-30 15:39:51

She said everything is plugged in, but I dont want the tech to go there and think I didnt do any troubleshooting when she said everything is plugged in and we bypassed the router and everything.

2021-03-30 15:40:47

I can call back later and just double check everything to make sure again if everything is good.

2021-03-30 15:41:08

We can't go out till tomorrow anyways because she has an appointment today.

2021-03-30 15:41:34

it will prob be a good idea. she is only there till 2 today looks like.

2021-03-30 15:41:59

Ok I can call again.

2021-03-30 15:44:15

On the phone with her now

2021-03-30 15:46:22

nice

2021-03-30 15:49:34

We will still have to go out.

2021-03-30 15:54:33

ok updated notes

2021-03-31 16:28:56

I have messaged everyone new logins for the KRMS kaon system

2021-04-01 17:52:53

34169 - can someone follow up with this ticket. Pete put notes on it yesterday

2021-04-01 18:23:15

34186 - no need to call this customer

2021-04-01 18:23:20

i think peter may have it

2021-04-01 18:24:33

Sounds good.

2021-04-01 18:30:30

TKANJAMP - worked on ticket 34182 but i cant message him. I have a few questions. Can you please call me

2021-04-01 18:30:46

oops

2021-04-01 18:30:55

2021-04-01 18:31:02

sure

2021-04-05 14:46:17

i just sent tracy church over to you guys

2021-04-05 14:46:23

34194

2021-04-05 14:46:52

Got her

2021-04-05 18:55:48

<@U01T30C962X> has joined the group

2021-04-07 13:17:51

Please call me b4 you send a customer in to a store to get a router or ap. My direct line is .

2021-04-07 13:55:24

34240 - can be closed they got their own router

2021-04-07 16:51:31

34222 - sent back to support notes from pete.

2021-04-07 16:53:53

updated 34222

2021-04-07 19:06:11

fyi all stores now have routers again so you dont have to ask us b4 sending a customer in to get one.

2021-04-08 12:04:15

Starting today we are going to appointment only. Christopher or I can help you.

2021-04-08 13:06:19

I turned everyones smarttrack back on

2021-04-09 13:52:21

34295 - can you please call this customer.

2021-04-09 13:52:35

Sure

2021-04-09 14:21:53

Hey Anshul, that DSL modem wen't down at 11pm last night if that helps them peg down what might have been happening during that time

2021-04-09 14:22:14

Ticket 34310

2021-04-09 14:39:05

Hey Anshul, can you call me about that ticket? is my number. I got her going in a couple of minutes so I just want to explain what was missed, thanks

2021-04-09 14:39:48

Pete can you look at my pidgin message too??

2021-04-09 15:01:13

umm

2021-04-09 15:01:45

ohh yeah in the main room, all good

2021-04-09 16:16:24

34308 - please call as soon as you can. notes say to call him at 10:30

2021-04-09 16:22:35

On with him now

2021-04-09 16:25:36

That modem was up and good, but has went up and down 3 times in the last few minutes

2021-04-09 16:25:43

not sure if he's powercycling it over and over again with you

2021-04-09 16:25:59

I did a reset and then I think he rebooted the modem when I wanted him to reboot the router.

2021-04-09 16:26:06

he has an IP, the modem has a MGMT IP. I was able to get into the modem, and he has a link on the proper port of the modme

2021-04-09 16:26:11

modem* but I didnt see much traffic

2021-04-09 16:26:20

ok cool

2021-04-09 16:26:55

Yep, getting him to reboot the linksys now.

2021-04-09 16:27:14

it has a belkin mac, or did earlier anyway

2021-04-09 16:27:30

He says he has a linksys router there

2021-04-09 16:27:40

allrighty

2021-04-09 17:10:51

Natalie, that guy who couldn't connect to WiFi

2021-04-09 17:11:11

even if he only had a router, and had no internet service in the building, if the router was working he would be able to connect to WiFi

2021-04-09 17:11:21

he would get 192.168.0.x or whatever and tyhen his PC would say "no internet"

2021-04-09 17:11:32

and you could ping the gateway (router) and log into it

2021-04-09 17:11:39

so if NONE of that is happening then his router is not working

2021-04-09 17:11:58

His computer was saying no internet secured.

2021-04-09 17:12:10

yeah so you can do: cmd --> ipconfig

2021-04-09 17:12:14

I couldnt get a direct connect going, so I just wanted to be sure it was nothing else.

2021-04-09 17:12:16

get the IP, get the gateway

2021-04-09 17:12:33

wait, he had a cabled connection from his PC to the modem?

2021-04-09 17:13:00

No thats what I was trying to get him to do but his computer doesnt have ethernet so I couldnt test that.

2021-04-09 17:13:33

right, so if you can log into his router his laptop has an IP via WiFi, then his router is probably working

2021-04-09 17:13:41

so did you confirm that?

2021-04-09 17:15:39

Sorry I wrote that wrong... if you get him to connect to WiFi on his PC and then open cmd --> ipconfig. Does he have an IP/GW? If so, open the browser and see if he can log into his router using the GW IP

2021-04-09 17:16:03

if thats working then he router is prob good and his modem is bad, but his modem *appears* to be good because its getting online and grabbing a management IP

2021-04-09 17:16:11

and I can see traffic passing on his modem

2021-04-09 17:16:12

I did not test that no.

2021-04-09 17:17:09

Did you clear the lease in the Occam blade and have him reboot his router to see if it grabbed an IP?

2021-04-09 17:17:18

yes and it grabbed the same one

2021-04-09 17:17:38

Did you verify that his PC is connecting to the proper WiFi network?

2021-04-09 17:17:43

maybe he's connecting to something else

2021-04-09 17:17:56

he said he was connecting it to his network that he always connects too.

2021-04-09 17:18:04

Cant remember the name off the top of my head.

2021-04-09 17:18:17

ok so thats when you see if he's getting an IP from his router or not

2021-04-09 17:21:19

I can ping his IP, and set the size of the ping to 2000 bytes and watch the counters go up on his modem, so traffic is 100% getting to his router

2021-04-09 17:23:51

Okay so then the issue has got to be his router then?

2021-04-09 17:23:59

loks like it, im on with him now

2021-04-09 17:24:04

Okay

2021-04-09 17:24:10

Sorry million things going on today.

2021-04-09 17:40:09

his laptop couldnt even see the router

2021-04-09 17:40:12

no wireless networks in view

2021-04-09 17:40:21

a tech showed up right then so I dropped off with him

2021-04-09 17:41:49

oh okay

2021-04-09 17:57:45

I have a conf call in a minute, so there is prob no level 2 support for a bit

2021-04-09 18:33:00

Please make sure when you take a call that you please record the number they called from.

2021-04-09 18:46:25

rebooting a card in bayfield, BAYFIELD ADTRAN C2 SLOT 11, should be up in like 3 min

2021-04-09 18:46:35

affecting 24 people

2021-04-09 18:50:06

back up

2021-04-12 11:45:56

General Reminders: • if a ticket is created via email, please respond to the customer via email rather than ask them to call in • callbacks are a high priority - when the second person comes in they focus on call backs as we have discussed we want to attempt a morning, afternoon and evening callback - we will review this more during our daily meeting • timesheets are due to day, make sure they are done first thing in the morning if you haven't completed yours yet - ideally by the end of the day Friday before pay week is best

2021-04-12 16:03:55

<@U01UDNMMW8Z> has joined the group

2021-04-12 18:23:29

34326 - router has been picked up so it can be closed

2021-04-12 19:38:24

Kevin gave us an update on a new IP range: We have added 136.175.69.0/22 to the Hay DHCP server so you may notice this new IP address range.

2021-04-12 23:27:31

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.

2021-04-13 17:11:18

Someone just sent us a call for 74362 DRIFTWOOD DR. What tn did this guy call from?

2021-04-13 17:26:10

It was a private number

2021-04-13 17:26:21

thanks for looking

2021-04-14 18:23:56

The auto attendant has been updated with new voiceovers for TCC to give the customer a more streamlined experience. The TCCTV app tells customers to call support for package changes so I have added an option to the support menu to direct TCCTV changes and package add/deletes straight to a CSR instead of them waiting for support to be told to talk to a CSR. We also changed a bit of the wording to present the calling experience better.

2021-04-14 18:24:29

but did you change the music?

2021-04-14 18:24:51

No not at this time. I may look at that next. The current music is not horrible

2021-04-14 18:24:56

i've heard worse

2021-04-14 18:25:05

People just complain about whatever they can lol

2021-04-14 18:25:07

that sets the bar low

2021-04-14 18:29:08

At least your customer is not angry with why she is able to see neighbors Wi-Fi:sweat_smile:

2021-04-14 18:30:47

was she thinking that because there is a lockdown the bubble only extends to her wall of the house for wifi and nothing else gets through?

2021-04-15 14:42:14

FYI, Arva Grain wireless site is down - died at 10:15am, we have a tech heading that way shortly with a generator

2021-04-15 14:42:26

looks like an unplanned hydro outage but we haven't confirmed this yet

2021-04-16 00:28:59

I posted two new FAQS about the Amino software - #1094 and about the TCCTV only customers - #1092

2021-04-17 20:45:00

The schedule has been updated for the next 2 weeks. Please review it when you get a chance.

2021-04-19 17:38:19

34473 - called back and neither of her tv's are working now. My guess is they were just worked by TKANJAMP and the stb is now off. Keep me posted on how you make out with her.

2021-04-19 17:54:42

Sending it in. She is unable to troubleshoot.

2021-04-19 17:54:57

thanks

2021-04-19 17:39:18

Sure

2021-04-21 17:48:00

400 Alexander St 10 plex Brussels - MSG is doing work so they will be on and off for the next 30 min or so.

2021-04-21 20:10:48

34481 - this ticket can be closed

2021-04-23 02:05:37