User:Bizeth8173

*

"Thank you for calling the Verizon fiber solution center, my name is Beth, how can I help you?"

"Thank you for calling the Verizon fiber solution center, my name is Beth, I would be happy to help you today, can I please have your home phone #?

CBR

name of speaking

verify service address

? OS?

? wired vs wireless?


 * GTA - go to assist**

- must ask permission

- must tell they can control anytime

- verizon.net/showme


 * Security Settings**

- router - 192.168.1.1 admin/password

- change channel

- set MAC filtering

- set WEP higher

- set to WPA


 * Static IP Address**

- put info in router

- get from SSP email

- get from iVapp


 * can't connect**

- pc has private IP adress

- check physical connections

- jack?

- cables?

- IWMP?

- check router lights

- ipconfig is 169.x.x.x

- wrong password - rebuild wireless connection

- check dynamic/ static IP adresses - check in iVapp for static IP#, or SSP email

- check WAN & LAN cords are correct

- check cable in 2 router ports ?cable ok?

- release/ renew IP address

- break DHCP lease

- powercycle router

- check in network connections for LAN properties

- to secure webpages

- clear SSL state in IE

- repair connection; cleans up many settings, flush DNS

- there is no LAN

- check device manager –

-network adapters = USB, PCI, PCMCIA, On Board

- refer to vendor

- if ethernet coming in, bypass router

- all websites/ all computers

- IPCONFIG goes right back to the C: prompt, network card disabled or needs drivers - go to device mgr

- Loopback test – PING LOCALHOST (ping won’t work on all sites)


 * cx needs new router**

- router = default gateway, has public and private IP address

- clear the MAC binding in DTI - break DHCP lease

- RED power light = router dead

-unplug 30 sec

-reset

-ship new

- warranty forever if FD & FV

- give TT#, if can't drop ship, disp/out with equip


 * wireless**

- only support 10ft or within sight

- change channel

- antennae perpendicular?


 * - unable to configure wireless

-make windows default network configuration software


 * - can not connect to wireless

-delete connection and add connection make sure pass is correct

- SSID and webkey match router settings (SSID is network name)

- wireless btn on laptop on?

- enabled in device mgr?

- router set up for wireless?


 * email**

-passwords

- can change in CSR tools or CAD

- start.verizon.com > my account > change password

- if we set password, expires in 24 hrs, cx change while on call

- email enabled? activatemyfios.verizon.net

- email client?

- home/ work?

- last able to login?

- outlook express - - mail; properties; checkbox; myserver requires authentication!! - -

- access at home/ or online (webmail)


 * Portals**

- go to techhelp for more info

- find cx portal on CAD

- cx can get games, VISS, on demand

- enable portal switching in CSR

- wait 90 days between switches

- -OSC operations support center; back end account issue- -refer through exception code in CAD

- create trouble ticket


 * **


 * 18+?


 * 2nd CBR?


 * access notes/ remarks?


 * commit D/T?


 * SUPE appr?


 * exception code?


 * CAD pink fields


 * IWMP?


 * CAD click create trouble report


 * DISP/OUT CLOSEOUT**


 * recap commitment


 * trouble ticket number


 * thank you for calling verizon

Example ?’s

Cx can’t get email

How begin troubleshooting? Fields?

CAD & CSR

Fact finding ?’s

Webmail or outlook?

Connected to internet?

Able to surf?

Cx has 1 wired & 2 wireless able to ck email 1 week ago

Any setting changes?

Verify connected?

Password?

Went on vacation 1 wk ago, now can’t ck email

Correct email addy?

Check service on webmail

Cx error “invalid password”

CSR tools reset password

Take to site and verify login

Have cx change pass right then

CAD pink fields

FECO