Try to repair their Wireless Network Connection
Try to disable / enable the Wireless Network Connection
Refer guest to the FD for a Wireless Bridge
See if the guest has a static IP and change to DHCP if needed.
Advise the caller that you will notify the network administrators of their concerns. End the call then escalate the issue to Tier 2.
Keep working with the guest to try and get them to do some basic troubleshooting.
Refer the caller to the FD to voice their concerns.
Offer to manually authenticate them to try and improve their service.
Issue is with both ethernet cables, refer customer to FD for a new one.
Issue is with the NIC on Laptop#1. Refer customer to IT Department or computer technician
Issue is with the port in the room, refer guest to FD for possible room transfer.
The VPN software is causing the problem. Refer guest to his IT dept.
We have a time cap of 30 minutes per ticket and 20 minutes per call
We have a time cap of 60 minutes per ticket and 15 minutes per call
Any call that is left 'open ended', ie. we are not able to confirm resolution, must be escalated for Tier 3 follow-up.
We must escalate in order to have a guest passed-through or manually authenticated.
We are allowed to pass through or manually authenticate guests on our own.
We must escalate the case immediately.
The call can be closed since the guest was able to get online
The call driver must be set to "Credit Card Billing System - Passthrough"
The call driver must be set to "Credit Card Billing System - Payment or refund"
Phones? We don't support phones! Advise them that it's unsupported and end the call right away.
Refer them to the school/residence administrator
Clearly and fully document the issues the student is experiencing and escalate.
Recommend they try a new phone.
Have the customer uncheck "Work Offline" from the Tools menu in IE.
Double check that they do not have a proxy.
Simply have them restart the computer.
Reset their IE settings completely from the 'Advanced' tab of Internet Options
The customer has a dial-up network setup. Double check that IE is NOT set to 'Always dial my default connection'