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Where can you look up a frontier customers account?

Hello?

Thank you for calling Frontier Tech Support, this is ___ speaking. May I please have your billing telephone number?”

Account Holders Name

Thank you, and the first and last name on the account please?

Callers names

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?

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?

Yeah, I have the power light, E1, wireless, a blinking DSL light and no internet light.

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.

Check cords

Check Lights

Do I need to be home when the
tech comes out to fix the issue?

Will I get a ticket number or information about my ticket?

Key

Customer

Agent

Frontier

Questions

Answers