Any time someone calls in with an issue you will want to collect and note as much information about the issue as possible. If someone calls in with a speed complaint ask if it it affecting multiple devices or just one, and ask what they are seeing, Note the issues in the ticket.

Basic plan- Guaranteed 5 up to 15

Classic- Guaranteed 10 up to 30

Premium- Guaranteed 20 up to 50

Upload speeds are not guaranteed but should average 4-6mbps

- Verify issue, affected devices and note in ticket If using a phone to check speeds, be sure to advise the customers that they are the least reliable device for checking speeds. A laptop or PC is always preferred and package speeds are only guaranteed on bypass.

- Log into radio- Username: admin Password: QZMm7wWaMxhJ8sag

- Note the Signal Strength and current throughput.

-Have customer bypass (verify that customer clearly is connected directly to POE)

-UBNT radios require MAC authentication, dont forget to set up, and set back to router when done. Pull the MAC address from the LAN0 on the bridge table.

Click on “more” next to the public IP in Powercode, Edit Device and select Modify MAC. Don't forgot to save the router MAC in th enotes section to save yourself a step later on. Save the new MAC address and have the customer reseat the ethernet cable in the laptop. The customer should now be connected.

If the customer is hesitant to bypass, explain that this will immediately show whether or not there is a problem with the speeds coming from the radio. Speed tests done on the home network only show the remaining bandwidth not being used by everyone else in the household.

-Run speed test using fast.com It will run the download speed for them, if you need the upload speed as well, have the customer click “Show more info” after the initial test and it will run the upload and ping times.

-Watch throughput chart and verify the speeds you see match the customer results during test

-Compare to customer package

If speeds are at or above package guarantees create a ticket and advise that a level 2 technician will call back to assist with home network troubleshooting during regular business hours, M-F 9-5

If speeds are below package guarantees create a ticket and 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

If the customer is not able/willing to bypass make note in the ticket and an administrator will follow up during normal hours.

-Name of person calling and callback #

-Details of issue

-Radio signal info

-Bypass results

-Outcome of troubleshooting and call