Always reinforce with the customer to never reboot their CPE unless on the phone and instructed by a technician to do so. Some radios will revert to a manufacture defaults if rebooted too many times consecutively. This can not be fixed remotely and will require a service call to restore services.
If you are unable to resolve the customer's issue over the phone, be sure to advise them that they will be contacted back by a tier 2 technician during regular business hours, M-F 9-5 and Sat 10-3
Doing so will have no impact on their issue, but can inadvertently encourage them to try it before calling as well as give them a false sense of where the issue is originating from. Some equipment can be set to manufacture defaults if rebooted too many times consecutively. Customers should always be reminded to call in to reboot their CPE if they mention doing it on their own.
-Reboot router (only the router)- Never reboot POE and router together. We need to know which device is causing a break in connectivity.
-Check for home network -Customers occasionally “reset” instead of rebooting routers, if a home network is not seen, ask if they pushed the “reset” button. This button resets routers to manufacture defaults and the router will need to be set back up to work. If no home network is available it meant the router is no longer broadcasting. Another common issue is inadvertently turning the WiFi off by bumping a button.
If the network is still available and there is no connection follow the steps for that customers related equipment
We only provide support for routers purchased through Intellipop. If a customer calls in with issues regarding router set up or in home WiFi issues for a router not purchased through Intellipop, refer them to the router manufacturer. A service call for assistance can be set up, but the customer will be charged a fee.
Recommendations
Intellipop offers a managed WiFi Service. Router Leases (managed WiFi Service) are $12.95/mo. We do not offer a direct purchase as they are licensed. Customers are welcome to purchase a router on their own as well. We recommend the Asus AC-1750 series and above.
We recommend the ASUS AC-1750 or higher for customers who wish to purchase their own
We advise against Linksys and Belkin.