Key
Customer
Agent
Frontier
Questions
Answers
No Sync
3042726581
Will I get a ticket number or information about my ticket?
Great news Billy! You appointment is scheduled tomorrow between Noon and 5pm. Do you have a pen and paper? I can give you your ticket number as well.
Always remember to save your notes in Inetportal in the ticket tab section. You can find your note requirements for a ticket located on your cheat sheet.
I am very glad I could help you today is there anything else I can do for you before we end this call?
Thank you for calling frontier, have a wonderful day/night.
Do I need to be home when the
tech comes out to fix the issue?
We prefer that you are home so that
the if the tech needs to come in to resolve any further issues he can before leaving,
however it is not mandatory.
What tool is used to escalate repair tickets?
Frontier Portal
Yeah, I have the power light, E1, wireless, a blinking DSL light and no internet light.
Check Lights
I apologize but after running
some tests and seeing the DSL light still
blinking I will need to send out a tech. Just a
few moments and I will set up a ticket for you
to have this resolved as soon as possible.
Check cords
Is everything securely plugged
back into the modem?
Also are you using a phone cable that is
longer than 10 feet?
Powercycle
Thank you Billy. I need you to please unplug the DSL cable and the power cord from the back of the modem for about 45 seconds.
Are you using any filters on the phone line, if so
please unplug the filter and then powercycle the modem.
Use this time to input the customer’s BTN into Frontier Portal tool as well. This will give you detailed information found in the customer’s account. You will also be able to see if your customer has any Frontier Secure products and if they qualify for a discount.
Run Radius Usage in Inet Portal to check connectivity.
You can also run a Loopcare line test during this time.
Yeah, I can’t get online, its been like this for hours.
I do apologize for the inconvenience. I’m going to run some tests and see about getting you back online. Can you please tell me on the modem, what lights are on and off?
What order do we always check the lights in?
Power
DSL
Internet
Ethernet
USB
Wireless
Hello?
Thank you for calling Frontier Tech Support, this is ___ speaking. May I please have your billing telephone number?”
Call Back Number
Is the number you gave me a
good number to call you back on should
we be disconnected?
Thank
Always remember to thank them for the information given.
Thank you very much for that information how may I help you?
Callers names
Thank you, is this Billy I’m speaking with?
Account Holders Name
Thank you, and the first and last name on the account please?
Where can you look up a frontier customers account?
Inetportal
