Ask the customer to reconnect her router and perform a pin reset on the modem.
Provide the customer with the Technical Support number for Netgear and end the call.
Warm transfer the customer to the MSA unsupported queue.
Walk the customer through the settings on her router
Educate the customer that the slow speeds is most likely an issue with her router and provide her the number for her router manufacturer and end the call.
Have the customer hang up, bypass the router, reset the EMTA and call back to continue troubleshooting.
Have the customer run a speedtest.
Have the customer connect directly to the modem and run a speed test.
Res Tech Support Inet - E-Mail - Provisioning
Res Tech Support Inet - FAQ INET - E-Mail Management
Res Tech Support Inet - No Service INET - Customer Equipment
None of the above.
Res Tech Support Inet - No Service - Customer Equipment
Res Tech Support Inet - Unsupported INET - Unsupported Equipment
Res Tech Support Inet - Unsupported INET - Unsupported Software
Res Tech Support Inet - Unsupported INET - Internal Configuration Issue
Res Tech Support INET - FAQ INET - HSI Usage - Transferred
Res Billing - Billing Inquiry - HSI Usage - Transferred
Unknown - Unknown- Unknown - Esclated
Save Team - Not Selected - Not Selected - Transferred
Warm transfer the customer to the MSA unsupported team.
Provide him with the servers and educate the customer that we cannot walk him through the setup of the newsgroups. Provide him with the Microsoft support number or refer him to a friend or family member to assist them with the setup.
Advise the customer that Cogeco does not offer access to newsgroups and end the call.
Walk the customer through setting up the newsgroups step by step.