If basic troubleshooting such as a simple router reboot/check for home network visibility does not resolve the customer issue escalate the issue for administrative review.

The procedures for how to handle MDU issues are currently under review due to the sensitive nature of the equipment log in process and bypass procedures. If the customer is upset that the issue can not be resolved immediately over the phone, please advise them that any mistakes made while logged in to MDU networks can impact their entire building. As such only administrative technicians are currently allowed to manage those networks.