No Sync

Mer som dette

Agile Transformation Model

Ved kurt crowley

Learning Management System

Ved Josue Pearson-Granados

חקרשת ככלי פדגוגי בחינוך המיוחד

Ved yael gilboa

Internet Services

Ved Jimena Rivera

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