| 318 | Invalid troubleshooting | Invalid Escalation | 5/23/2011 8:40:00 AM | JDoe | 5/23/2011 8:57:00 AM |
| 317 | Invalid troubleshooting | Invalid Escalation | 5/23/2011 8:20:00 AM | JDoe | 5/23/2011 8:34:00 AM |
| 316 | I would like to request a copy of the call recording, customer states that tech told him she would call him back but never did. | Other | 5/19/2011 3:24:00 PM | JDoe | 5/19/2011 4:08:00 PM |
| 316 | I would like to request a copy of the call recording, customer states that tech told him she would call him back but never did. | Other | 5/19/2011 3:24:00 PM | JDoe | 5/19/2011 4:08:00 PM |
| 315 | Ticket states that customer is unable to connect and that they sent customer to equipment in basement, but there are no further steps or conclusions. Was the rep able to get the customer connected? | Other | 5/16/2011 3:02:00 PM | JDoe | 5/16/2011 3:40:00 PM |
| 315 | Ticket states that customer is unable to connect and that they sent customer to equipment in basement, but there are no further steps or conclusions. Was the rep able to get the customer connected? | Other | 5/16/2011 3:02:00 PM | JDoe | 5/16/2011 3:40:00 PM |
| 313 | No issue - | Invalid Escalation | 5/6/2011 4:52:00 PM | JDoe | 5/9/2011 8:38:00 AM |
| 313 | No issue - | Invalid Escalation | 5/6/2011 4:52:00 PM | JDoe | 5/9/2011 8:38:00 AM |
| 312 | No troubleshooting was done and Gsinet was not called prior to the escalation. | Invalid Escalation | 5/5/2011 7:54:00 PM | JDoe | 5/6/2011 11:38:00 AM |
| 311 | This ticket was not received by the office, can you check to see if it was escalated? | Other | 5/4/2011 4:13:00 PM | JDoe | 5/4/2011 5:08:00 PM |
| 310 | Ticket was escalated to Network but there was not enough information in ticket, customer could not connect wirelessly, notes indicate customer was able to connect and did not explain reason for escalation. | Other | 5/3/2011 9:55:00 AM | JDoe | 5/3/2011 4:54:00 PM |
| 309 | Customer is on business 24/7 list - please follow instructions for customer type | Invalid Escalation | 5/2/2011 4:33:00 PM | JDoe | 5/3/2011 8:47:00 AM |
| 309 | Customer is on business 24/7 list - please follow instructions for customer type | Invalid Escalation | 5/2/2011 4:33:00 PM | JDoe | 5/3/2011 8:47:00 AM |
| 308 | Did tech have customer check bbu lights during troubleshooting steps. | Invalid Escalation | 4/20/2011 3:30:00 PM | JDoe | 4/21/2011 8:37:00 AM |
| 307 | FAP & quality of support | Invalid Escalation | 3/29/2011 1:59:00 PM | JDoe | 3/29/2011 2:54:00 PM |
| 306 | Username not found | Invalid Escalation | 3/21/2011 4:35:00 PM | JDoe | 3/22/2011 6:26:00 PM |
| 305 | Customer was referred to Customer Service to add a child e-mail account. Our customers are able to do this themselves in AdminTool, tech should be able to walk customer through adding these. | Other | 3/17/2011 9:35:00 AM | JDoe | 3/17/2011 11:55:00 AM |
| 304 | Customer could not access new child accounts that they built. Rep should have realized that 'E-Mail' option in NRTC was not enabled and enabled it for customer or escalated to us so we could enable. | Other | 3/16/2011 4:09:00 PM | JDoe | 3/18/2011 9:38:00 AM |
| 303 | The customer stated that he is unable to connect. the customer has 3 red values and a modem rank of 179. I had the customer powercycle the system. The red values and modem rank returned after powercycling. I informed the customer that I would escalate the information to the home office for further investigation and review. The customer stated that they will be available today and tomorrow for the service call. The customer has the following red values:
Upstream Transmit Power red -0.8 dBm
Downstream Signal-to-Noise red 5.0 dB
Upstream Signal-to-Noise red 5.4 dB
Installation Quality red 179 | Invalid Escalation | 3/16/2011 9:44:00 AM | JDoe | 3/16/2011 4:07:00 PM |
| 300 | Request recording of call. Please send a copy of the recording of all calls related to this incident.
Thanks, JDoe | Other | 3/3/2011 9:33:00 AM | JDoe | 3/3/2011 9:50:00 AM |
