Intellipop Wiki

Never reboot Ignite equipment for slow speeds, and be sure to convey to the customer to never reboot their radio without being directed to by us. Inappropriately rebooting it can default the radio to manufacture settings and will then require a service call.

Basic plan- Guaranteed 5 up to 15Mbps

Classic- Guaranteed 10 up to 30Mbps

Premium- About 150Mbs

Upload speeds are not guaranteed but should average 130-140Mbps

- Log into radio

- *Have customer Bypass (requires MAC authentication) While the customer is setting up bypass, please follow the Ignite MAC Guide on how to pull a MAC address from the radio. First, click on “more” by their assigned router IP address. This will be the device with the Public IP address. Once inside, click on “Edit Device” About halfway down the page you will see a toggle for “Modify Mac Address”. Click this to edit the MAC. Paste the MAC address of the device they are bypassing with. NOTE You will want to make sure their router is back online before you are done with the call, copy the existing MAC address to a Notepad or program you like to use before pasting the new MAC address. This will save time after the bypass. Once you have entered the MAC, the bypassed device should be online, confirm with customer -Run speed test using fast.com

Ignite premium plans are an “Up too” service with no guaranteed minimums, but they should be getting close to maximum package speeds at all times. If they are receiving less than 110Mbps, advise that the issue is being escalated to a level 2 technician and they will be called back during regular business hours, M-F 9-5

NOTE If you see a speed test that is just under 100 Mbps, They are likely not using a Gigabit capable device. Confirm the router or device they are using is capable of 1 Gbps or the speed test will never reach over 100 Mbps.

-Name of person calling and callback #

-Details of issue

-Bypass results

-Outcome of troubleshooting and call