(4:02 PM) Deborah: she is connected now, never mind
(4:03 PM) Deborah: oops another question, frequent disconnects
(4:13 PM) Deborah: checking pppoe credentials, firmware page does not want to display in Safari, switching to Chrome
(4:15 PM) Deborah: asking her to change modem passwords now
(4:20 PM) Deborah: now wants to do speed test
(4:20 PM) Baxter: Okay
(4:21 PM) Deborah: pppoe credentials are fine
(4:21 PM) Deborah: loopcare results fine
(4:23 PM) Deborah: another question
(4:24 PM) Deborah: seems to be billing issue now
(4:27 PM) Deborah: no asking me about lost emails on yahoo/frontier account
(4:29 PM) Deborah: who does she need to speak with about lost emails
(4:30 PM) Baxter: Deleted or just lot?
(4:30 PM) Baxter: lost*
(4:30 PM) Deborah: 'lost
(4:30 PM) Baxter: Check webmail.frontier.com
(4:34 PM) Deborah: omg! notes from Feb 8 from Vanessa Wingo TS: Email is trying recover email that were deleted Emails were

deleted 2/08 aroung 5pm EST Has no backups were emails can be found on PC or in virtual storage Has business emails that need to

be retireved as well Customer wanting to recover as much emails as possible since email address was created Previous rep has cx

delete account and re-add account to correct is of not being able to send/receive emails Checked to confirm emails were on

webmail.frontier.com Customer had option to remove email from server after deletion selected When Account was removed from Mac,

the emails were also deleted from server Submitted TR for Yahoo with a call back time/date of 2/09 ASAP
(4:38 PM) Deborah: wants me to show her how to change the option to keep mail on server
(4:38 PM) Baxter: This is going to the realm of PTS
(4:38 PM) Deborah: okay
(4:38 PM) Baxter: Try to get the customer sold on PTS
(4:40 PM) Deborah: okay she wasn't buying
*** Deborah is online at 5:37 PM
*** Deborah is online at 5:38 PM
(6:15 PM) Deborah: I HAVE GIVEN NO ONE PERMISSION TO READ
ANYTHING ON MY COMPUTER OR ELECTRONICALLY
SURVEIL ME.  IT IS ILLEGAL DON'T DO IT.
"all text in quotes is verbiage that I have
added to supplement the record."

2/9/2017  -   "excessively long call with
Robert Engle.  asked for help numerous times,
with Baxter. was asked questions BY bAXTER
that were clearly answerwed in the notes.
Baxter was speaking with Parisa, was given
incorrect information.  I asked several times
to  transfer teh call to DISH, was asked if
the customer had FIOS, clearly not.  Was asked
to check information in a tool which I had not
been trained on or had no login for.  Finally,
was told to transfer the customer to the dish
service which is what i had suggested early in
the call.  Length of call was greater than 42
minutes.  cx was 85 years old and took an
extremely long time to state the problem, was
told not to interrupt. could have saved him
and myself a tremendous amount of time if i
could have handled it differently. Also asked
Barbara Battersby in POTS training what was
the proper course of action and she confirmed
quickest way to go was to transfer the cx to
DISH."

"Also told Parisa at least 15 minutes before
training taht I had a training session to go
to at 4:00.  Parisa called me on the phone
twice when I was trying to listen to the
training."



(14:50) <LT> Travis M 0: one moment
(14:50) Deborah: kk
(14:50) <LT> Travis M 0: more specific on the
radius usage?
(14:51) Deborah:
tr27r9d7t@connect.frontier.com 	Stop 	29.8
NAS-Request
(14:51) Deborah:
ftr27r9d7t@connect.frontier.com 	Start
0.0
(14:51) <LT> Travis M 0: so one...
(14:51) Deborah: seem to be at user request
but there are quite a few for today
(14:51) Deborah:
ftr27r9d7t@connect.frontier.com 	Stop
2.7 	User-Request 	50-54-32-
1.adr01.nrwl.oh.frontiernet.net
50.51.100.27
2017-Feb-14 15:01:31 EST
ftr27r9d7t@connect.frontier.com 	Start
0.0 	 	50-54-32-
1.adr01.nrwl.oh.frontiernet.net
50.51.100.27
(14:51) <LT> Travis M 0: did you check PPPoE?
(14:51) Deborah: hard to copy in here
(14:52) <LT> Travis M 0: just count how many
in the last 24 hours and notate that many
(14:53) Deborah: she has to go and get her
child off the bus, dont have time to check
pppoe
(14:54) <LT> Travis M 0: ok, then she'll have
to call back later
(14:54) <LT> Travis M 0: we need to check that
loopc are says TT

"I have been docked for 2/9/2017 for the rest
of the evening on 2/9/2017.  for allegedly not
taking calls properly.  4 hours"


I AM NOT GOING ANYWHERE AND I AM GOING TO
DOCUMENT ALL THE BULLSHIT HONEY I'VE BEEN
PLAYING THIS GAME FOR DAMN NEAR 30 YEARS SO
BRING IT ON.


account Holder:  Robert Engle
SW: Robert Engle
BTN: 5415922229
CTN:  none
AoHD: none
Verify/Validate:  DOB
Modem:
Modem Lights:
Issue:
Troubleshooting Steps:
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

2/10/2017
Mary McArt  5742643411
14:48) <L2> Kara: well she wont get anything
if her phone is unpluged

"NOTES SAID SHE PLUGGED IT BACK UP.
CONDESCENDING REMARK AND A WASTE OF TIME. ITS
OBVIOUS THE PHONE WOULD BE DEAD IF UNPLUGGED
DUH"

(14:48) Deborah: i had her unplug it and plug
it back up
(14:49) <L2> Kara: if the ticket is still open
the tech is still probably working on it
(14:49) Deborah: it is confusing, she said he
rang the line and it worked, but she said he
thought it was fixed
(14:50) Deborah: what should I do?
(14:50) Deborah: tell her he is still working
on it.
(14:51) <L2> Kara: i would if the ticket is
still open
(14:51) Deborah: thank you
35 minutes on call waiting for respose from L2
(14:54) Deborah: I told her the ticket was
still open and that there is still something
that needs to be done ,she is insisting that
he told her it was fixed and wants us to
contact him, of course I told her we cannot do
that.
NEVER RECEIVED A RESPONSE BACK FROM KARA
14:57) Deborah: Phone is connected to
LifeAlert
(14:57) <L2> Kara: ok
(14:58) <L2> Kara: the ticket is still open
(14:58) <L2> Kara: the tech is still working
on it
(14:58) <L2> Kara: she needs to wait

SW: Stephan Amegashie
BTN: 6172838826
posted in room lc cx has slow speed on phone
at 15:26 did not receive assistance response,
posted again at 15:28-
(15:31) <L2> Kevin (0): sec
(15:32) Deborah: BTN is actually 3156847188
(15:32) Deborah: sorry gave me that number as
CTN
(15:35) <L2> Kevin (0): change security type
(TOLD ME TO CHANGE SECURITY TYPE ON WIRELESS
ROUTER (WTF)
(15:35) Deborah: you mean WEP/WPA
(15:36) <L2> Kevin (0): yes


Account Holder:  Shiralyn Yates
SW: Shirlayn Yates
BTN: 5625960098
CTN: 5624390178
put in call for tt at 16:04 for kevin
received response at 16:08
Frontier Portal not working not allowing me to
craete a tcikect.  Had to do in JWalk
Don't understand this error? Check with a L2
in your team chat.
(16:45) <L2> Kevin (0): refresh log out and
back in
(16:50) <L2> Kevin (0): everything ok?
(16:54) Deborah: yes
(16:54) <L2> Kevin (0): ok
(16:54) <L2> Kevin (0): ty
(16:55) <L2> Kevin (0): done with that call/


______________________________________________
____________

Account Holder: Kevin King
SW: Kevin King
BTN: 8189515828
CTN: (818) 951-9210 office line

reqeusted L2 help 17:18 Kara


Richard Boyud
SW: Richard Boyd
BTN:  2130548167
CTN:  8183637464
(cell)  8186321613

(18:13) Deborah: dontk now if I need help yet,
it's just taking him forever to find anything
I ask him for and then the info is not
correct, just wanted to give heads up about
long call
(18:14) Deborah: cx purchased Linksys router
so I'm going to suggest Premium Tech Support
and tell him we can't troubleshoot equipment
that is not ours, is that the thing to do?
Requested users attention
(18:15) <L2> Kara - training: yes, if they
need help with 3rd party router, pts
(18:15) Deborah: thank you
(18:20) Deborah: cx is signing up for PTS so
this call will last a little longe
(18:20) <L2> Kara - training: ok

(18:22) <L2> Kara: just keep me updated please
(18:26) Deborah: kk, finishing up now
(18:27) Deborah: how long after he signs up
will he be eligible to call the PTS folks
Requested users attention
(18:28) <L2> Kara: please stop buzzing me
(18:28) <L2> Kara: you can transfer them now
(18:28) Deborah: i don't need to transfer,
just wants to know how soon can he call the
PTS people after he signs up for PTS
(18:29) Deborah: you mean transfer to PTS
(18:29) <L2> Kara: you will need to transfer
to activations
(18:30) Deborah: okay thank you.
(18:33) Deborah: sorry about the buzz, didn't
know whether u can see me when i put something
in

(18:22) <L2> Kara: just keep me updated please
(18:26) Deborah: kk, finishing up now
(18:27) Deborah: how long after he signs up
will he be eligible to call the PTS folks
Requested users attention
(18:28) <L2> Kara: please stop buzzing me
(18:28) <L2> Kara: you can transfer them now
(18:28) Deborah: i don't need to transfer,
just wants to know how soon can he call the
PTS people after he signs up for PTS
(18:29) Deborah: you mean transfer to PTS
(18:29) <L2> Kara: you will need to transfer
to activations
(18:30) Deborah: okay thank you.
(18:33) Deborah: sorry about the buzz, didn't
know whether u can see me when i put something
in
(18:34) <L2> Kara: just please dont buzz me
anymore
(18:34) Deborah: i'm on hold, what if cx
doesnt want to hold
(18:36) Deborah: what if he doesn't want to
hold, is there any other way to activate his
service
(18:37) <L2> Kara: not really no
(18:40) Deborah: how long do i need to stay on
hold with cx, not to make it a call time
issue?
(18:40) <L2> Kara: 5 mins, then cold it
(18:40) Deborah: okay thank you.

PREMIUM TECH SUPPORT
(18:52) marlon.lascano: hey for btn:
2130548167
(18:52) marlon.lascano: what does the customer
need assistance with their router ?
(18:58) Deborah: he has a 3rd party linksys
router that is causing trouble with keeping
his internet connection steady
(18:58) marlon.lascano: PTS cant assist with
that
(18:58) Deborah: can't do 3rd party routers
(18:58) marlon.lascano: PTS DOES NOT SUPPORT
THE FOLLOWING
Third Party DSL Modems (Not supplied by
Frontier)
Account Holder:
SW: Richard Boyd
BTN:  2130548167
CTN:  8183637464
(cell)  8186321613
AoHD: none
Verify/Validate:  PIN
Modem:  Actiontec GT784WNV
Modem Lights: n/a
Issue:  router internet during the day it will
jump to a different.  has connected to a
Linksys router which he purchased individually
Troubleshooting Steps:  cx has 3rd party
Linksys router:
Power cycle: n/a
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

boyred8@aol.com


We will provide the username and password,
whether the area is PPPoE or other, the VC/VCI
ex. 0/35 etc

(18:58) marlon.lascano:
http://techhelp.northcentralnetworks.com/vsc/c
ontent/support_reference/ihd/ptsinfo/pts_suppo
rtboundaries.asp.
(18:58) marlon.lascano:
http://techhelp.northcentralnetworks.com/vsc/c
ontent/support_reference/ihd/ptsinfo/pts_suppo
rtboundaries.asp
(18:59) Deborah: okay


Conversation with Parisa Dehkordi
(19:02) Deborah: signed cx up for PTS but now
find out PTS doesn't support 3rd party modems,
how do I undo that


No response from Parisa at 19:37
never responded


team-dehkordi wants your attention
(21:06) Deborah: im trying to get an L2

"Parisa never responded"

(19:02) Deborah: signed cx up for PTS but now
find out PTS doesn't support 3rd party modems,
how do I undo that

(20:05) Deborah: none yet
(20:05) <<TL>> Parisa: You need to be
following the Assist Policy and getting with
an L2 at 12 minutes, please.
https://sites.google.com/a/telenetwork.com/tea
m-dehkordi/assist-policy
Let me know if you have any questions.
(20:06) <<TL>> Parisa:   LC at 12 minutes and
then   LC, with [l2 name], [description of the
issue] once you are with an L2
Requested users attention
(21:03) Deborah:   reset password but account
is not in inet

requested L2 assistant at 21:12 and 21:15 no
response from L2

mike.thelen@frontiernet.net
(21:20) <L2> Kara: its there under a sub
account
(21:21) Deborah: i see madison. thelen and
cindy.thelen but not
mike.thelen@frontiernet.net
(21:21) <L2> Kara: you see the
subaccounts....click on the magnifying glass
(21:21) <L2> Kara: wait no
(21:21) <L2> Kara: sorry
(21:21) <L2> Kara: click on the triangle
(21:22) Deborah: thank you
(21:24) <L2> Kara: keep in mind that if you
are ever having trouble finding an email in an
account, u can search by the username in inet
portal
(21:25) Deborah: cx also got new computer and
had antivirus on old one needs to put on new
one
(21:29) Deborah: in Dynamics cant email
security key, says object address not found on
party or party is markeda s non-emailable
(21:29) <L2> Kara: you shouldnt be doing that
in dynamics
(21:29) <L2> Kara: do they have f-secure ont
he account?
(21:29) Deborah: yes
(21:29) <L2> Kara: get them to activations

"Wiki says Customer can do self-install if
they already have the product. Says email
customer key from JWALK instead of DYNAMICS

Barbara Bollhorst/Joe Bollhorst
(22:09) Deborah:   need permission from sup
for callback on BTN for cx that can't verify
account info


(14:40) Deborah(0):   POTS TT
(14:40) <L2> Baxter (5):
(14:45) <L2> Baxter (5): Yes thank you for the
loopcare results
(14:45) <L2> Baxter (5): What did you do as
far as troubleshooting
(14:45) <L2> Baxter (5): Did you reseat the
cables
(14:45) Deborah: no what cables
(14:46) <L2> Baxter (5): You got a ringer off
the hook from LoopCare -- The cables would be
the phone cables
(14:46) <L2> Baxter (5): For the line with
static
(14:46) Deborah: they have unplugged the one
phone and nothing works
(14:47) <L2> Baxter (5): Please be sure to
mention that and all steps including LoopCare
in your notes for the future
(14:47) <L2> Baxter (5): TT for static

"cx says there is no dial tone, why ticket for
static?"

(15:24) Deborah:

Account Holder:
SW: Stacy Hughes
BTN: 2033714703
CTN: 2035724578
AoHD:
Verify/Validate:
Modem:
Modem Lights:
Issue:  service was supposed to be connected
yesterday, open trouble ticket -- SO 55557390,
tech left, said she was connected, but she has
no service, customer is rather upset,
requesting supervisor, told her the ticket is
still open, something still needs to be done
Troubleshooting Steps:
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC


(15:25) Deborah: but in viraynet, it says
complete
(15:25) <L2> John: there is nothing we can do
about an open SO here at tech support. not
even a sup here can do anything with that.
they need to speak with CS
(15:26) <L2> John: make sure they know that
(15:26) Deborah: viraynet says complete, jwalk
says open, what's the real deal
(15:26) <L2> John: we go by jwalk
(15:27) <L2> John: even if the tech has done
the physical the acc doesn't work until it's
active
(15:27) <L2> John: a\
(15:27) <L2> John: it's active after the So is
completed
(15:27) Deborah: it says active in INET
(15:27) <L2> John: you have your answer
(15:28) <L2> John: if they still want to speak
to a sup after you tell them we can't do
anything here
(15:28) <L2> John: send it up
(15:28) <L2> John:
https://tools.telenetwork.com/reportcall/tange
nt.php

(15:28) Deborah: so if it says in INet portal
should I troubleshhot
(15:30) Deborah: *troubleshoot
(15:31) <L2> John: you are welcome to TS, but
we can not TT with an open SO or close an open
SO. if they want a sup about the open SO they
need CS
*** <L2> John is online at 3:37 PM
Created supervisor callback form.

(17:36) Deborah(0):   POTS TT
(17:38) <LT>Joshua: ok TT



(20:25) Deborah:

Account Holder:  Betty Payne
SW: Betty Payne
BTN: 9287631629
CTN: 9092387108
AoHD:
Verify/Validate: DOB
Modem: NETGEAR B907550
Modem Lights:  POWER LIGHT - SOLID GREEN, DSL
LIGHT - SOLID GREEN, E3 - flashing green
Issue:  was connected earlier, but now it's
not, but ethernet connection is good, can't
get connected wirelessly, smartfriend through
HP, McAfee anti-virus,
Troubleshooting Steps:  powercycled
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB): 17	27
SIGNAL ATTENUATION (DB):  39	20
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

larryandbetsy@hotmail.com

(20:26) Deborah: cx is computer illiterate,
ethernet is connected, but can't connected
wirelessly, trying to get her into the
firmware now
(20:26) <L2> Kara: so they dont have an inet
light?
(20:27) Deborah: all her lights are on and the
ethernet-connected computer has internet
access, problem is with wireless devices
(20:27) Deborah: i'm trying to walk her
through accessing the firmware now but she has
no computer skills at all
(20:27) <L2> Kara: Modem Lights:  POWER LIGHT
- SOLID GREEN, DSL LIGHT - SOLID GREEN, E3 -
flashing green
(20:28) <L2> Kara: just reading based off ur
notes....
(20:28) Deborah: flashing green is okay, just
means traffic is passing
(20:28) Deborah: flashing green is okay on E3
(20:28) <L2> Kara: e3 isnt the same as
internet light
(20:29) Deborah: E3 - flashing green says the
notes, E3 is one of 4 ports on the modem


(20:29) <L2> Kara: ok, what im saying is ur
notes dont show and inet light
(20:30) <L2> Kara: u might want to make sure
that the inet light is on and green and then
update ur notes
(20:30) <L2> Kara: where are you in accessing
the fw?
(20:30) Deborah: INTERNET LIGHT IS FINE, cx is
connected with internet on the computer that
is connected
(20:31) <L2> Kara: you need to FIX YOUR NOTES,
and I can only go by the NOTES YOU WRITE


"if the cx has internet connectivity on the
computer upstairs she ought to know she is
connected. why is she typing in capital
letters? she is  rude and obnoxious"

(20:57) parisa.dehkordi: Heya, Deborah. We're
a bit slow this evening. I'm going to have to
cut staffing a little bit, so I've approved
you for early leave.
(20:57) parisa.dehkordi: We can have you pick
up hours on a day when we're busier if you'd
like.


21:11) parisa.dehkordi: deborah what
troubleshooting step are you on with that
customer
(21:11) Deborah: trying to get them hooked up
with PTS but have to get them connected to
ethernet first
(21:12) parisa.dehkordi: okay do they have
another pc
(21:12) parisa.dehkordi: ask them that
(21:12) parisa.dehkordi: do they have any
devices currently connected to our wifi
(21:12) parisa.dehkordi: ask them
(21:13) Deborah: not another laptop, they have
one desktop already connected
(21:13) parisa.dehkordi: ok

L2 Cara Keeps asking me the same questions
that have already been answered in the notes,
waste of time

2/11/2017
Parisa logged me out of my shift early and
then kept me on the phone with a cx half an
hour after she had logged me out. Shift was
supposed to end at 11:00p.m. she logged me out
at approximately 9:00, I did not get off the
phone with Parisa and the cx until
approximately 9:35 p. I did not ask for early
leave and was not given the option. Legally
since I am an hourly employee, I must be paid
for the time that I actually worked. FLSA

changing the SSID without changing the
password does not allow a user to access their
local network.  The SSID is just the network
name.  if it matches what is in the modem's
firmware, then the user is able to select it
in the networks visible on their device.  The
authentication to the network is done with the
password.  The solution was bullshit.  also
used a two word SSID with a space which in
older devices (phones,etc.) may cause an issue
because some firmware cannot connect to SSID's
with a space in the name unless you use
quotes.

was told to change a cx' security settings.
The cx SECURITY was already set to WPA2, why
would I change it to something less secure?

tried to transfer a customer who had signed up
for PTS to Activations.  Was told that the cx
had to be connected to the internet on the
computer that had the issue.  That is
ridiculous. The customer had internet access
on a desktop computer that PTS could have used
to access the modem in order to get the
wireless laptop online.  That is the reason
the cx needed PTS so they could get their
laptop connected.  This defeats the purpose of
PTS.


(14:45) Deborah(0):   Frequent disconnects and
after powercycle red internet light


16:26) <LT> Travis M 0: just work with me on
this call
(16:26) <LT> Travis M 0: make sure to update
main chat anyways at 12
(16:32) <LT> Travis M 0: you should have
checked in 6 mins ago
(16:32) <LT> Travis M 0: nope never mind
(16:32) <LT> Travis M 0: sorry went crosseyed
I guess
----------------------------------------------
---
2/14/2017
TRAVIS
was told not to use LOLA for troubleshooting.
have previously been told to use LOLA on every
call.  If I had not used LOLA i would not have
checked the PPPoE credentials which were not
set to the @connect.frontier.com credentials,
were set to the email.  the spark record
reflects I was given the incorrect credentials
by Travis was told they had been changed to
907055-64126@connect.frontier.com, but when I
went back into account they were still set at
904055-64126. now we know why the cx could not
get connected.

Was told by Travis to always get email
address.  Parisa sent out email saying that
the template to be used was the one on her
page at
https://sites.google.com/a/telenetwork.com/the
baxterguide/miscellaneous/templates?pli=1,  As
of this date, the email field is not on her
template.  It is shown below, copied directly
from her page.

DSL/FiOS/POTS: DSL
Account Holder:
SW:
BTN:
CTN:
AoHD:
Verify/Validate: Yes
Modem:
Modem Lights:
Issue:

Troubleshooting Steps:
Power cycle:

Loopcare:
VER:
Summary:

CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):

OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):

LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:

RADIUS Usage:
Failed RADIUS Logins:

Ticket Approved:
Ticket Info:

F-Secure Offered:
Survey:
EOC
----------------------------------------------
---

(15:34) Deborah:

Account Holder: Donlevy's AutoService
SW: Bob Donlevy
BTN: 7179322659
CTN:  7179381089
AoHD: None
Verify/Validate:   PIN
Modem: NETGEAR 7550
Modem Lights:  POWER - SOLID GREEN; DSL LIGHT
- SOLID; INTERNET - FLASHING GREEN

PPPoe account id is different on modem than
what shows in Inet Portal
Issue:  speed is terrible
Troubleshooting Steps:
Power cycle: MODEM LIGHTS STILL THE SAME
Loopcare:
VER:  71
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:  Feb 6 - 14 30 Start/Stops; NAS
-Reqeuest and Lost Carrier as Termiate Cause
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC


(15:35) <LT> Travis M 0: is cust HW?
(15:35) Deborah: on one of the devices, yes
(15:35) <LT> Travis M 0: did you run a speed
test?
(15:35) Deborah: no
(15:36) <LT> Travis M 0:
https://foswiki.telenetwork.com/Frontier/SlowS
peeds
(15:39) <LT> Travis M 0: keep me up to date on
what you are doing
(15:40) Deborah: running speed test
(15:40) Deborah: Speed test download .99 mbps,
upload .27
(15:40) <LT> Travis M 0: provisioning in CDPI?
(15:40) Deborah: provisioned 1.5M/384k
(15:42) <LT> Travis M 0: ok, powercycled
modem?
(15:42) <LT> Travis M 0: and computer?
(15:42) Deborah: yes
(15:44) Deborah: pppoe credentials are
donleavys@epix.net in modem, but his
@connect.frontier.com credentials in INET are
differenet two different accounts which should
it be 904055-646126
(15:44) <LT> Travis M 0: ok switch over to the
ones in inet
(15:45) Deborah: okay,
(15:45) Deborah: doing that now
(15:47) Deborah: his account says username
donlevys@ epix.net but his subaccount 904055-
64126@connect.frontier.com
(15:48) <LT> Travis M 0: ALWAYS use the
connect.frontier.com
(15:48) Deborah: kk
(15:48) <LT> Travis M 0: Never use an email
address for PPPoE
(15:48) Deborah: okay it was set up like that
(15:48) <LT> Travis M 0: yep, they used to do
that, not any more.
(15:49) Deborah: kk
(15:53) <LT> Travis M 0: how is that going?
(15:53) Deborah: having him see if he can
connect with one device
(15:54) <LT> Travis M 0: yeah, take all others
offline and just do a speedtest with the one
HW device
(15:54) Deborah: kk
(15:54) <LT> Travis M 0: IF above 1.05 then
he's good
(15:55) Deborah: no internet access, after
changing pppoe credentials
(15:55) Deborah: does he need to powercycle
(15:55) <LT> Travis M 0: yes
(15:56) Deborah: kk
(15:56) <LT> Travis M 0: and what did you
change the password to?
(15:56) Deborah: did not change the password,
didn't know what it was
(15:56) Deborah: do we need to change password
also
(15:56) <LT> Travis M 0: you always have to
change the password
(15:56) <LT> Travis M 0: for the sub account
(15:57) <LT> Travis M 0: that way you know
what it is
(15:57) Deborah: makes sense to me
(15:57) <LT> Travis M 0: then it needs to go
into the firmware, otherwise no inet
(15:57) Deborah: kk
(16:01) <LT> Travis M 0: keep me up to date
(16:01) Deborah: accessing modem firmware,
changing password
(16:03) <LT> Travis M 0: make sure you changed
the password for the subaccount, not the main
one
(16:03) Deborah: i can't get to the subaccount
(16:03) <LT> Travis M 0: hang on
(16:04) Deborah: changed to Frontier1
(16:04) <LT> Travis M 0: password is now
"Welcome123"
(16:04) Deborah: i already had him change it
to Frontier1
(16:05) <LT> Travis M 0: k one mom
(16:05) <LT> Travis M 0: capitol F?
(16:05) Deborah: yes
(16:05) <LT> Travis M 0: ok
(16:05) <LT> Travis M 0: now, do you know how
to access the subaccounts?
(16:07) Deborah: nope, i see it, but when i
try to reset credentials it has the ohter
accountnaem
(16:07) Deborah: *other account name
(16:07) <LT> Travis M 0: ok I'll explain once
you're off call
(16:08) <LT> Travis M 0: just get them back
online please
(16:10) Deborah: hes restarting computer now
(16:11) Deborah: internet light is still red,
so we broke it
(16:12) <LT> Travis M 0: powercycle the router
not comp
(16:12) Deborah: twice, so only thing I know
is credentials dont' match
(16:13) Deborah: are we sure account id =
904055-646125@connect.frontier.com and
password for that account is Frontier1
(16:13) Deborah: *904055-646126
(16:14) <LT> Travis M 0: ok, 907055-
646126@connect.frontier.com
(16:14) <LT> Travis M 0: Pass Frontier1
(16:19) <LT> Travis M 0: what are you doing
now?
(16:19) Deborah: waiting for him to change
credentials
(16:20) <LT> Travis M 0: ok keep me updated
please
(16:20) Deborah: recycling modem
(16:20) Deborah: internet light is red
(16:21) Deborah: he must have gotten angry he
hung up
(16:22) <LT> Travis M 0: ok, dedicated shift
please
(16:22) Deborah: call
(16:23) <LT> Travis M 0: whats your tni email?
(16:23) Deborah: deborah.jackson
(16:23) <LT> Travis M 0: check it
(16:24) <LT> Travis M 0: there's an invite
there
(16:24) <LT> Travis M 0: wait, you just got
another call?
(16:25) Deborah: it says 5:30 - 6:00, and I
have a call now
(16:25) <LT> Travis M 0: ok, you can still
switch to it, and do so now please
(16:25) Deborah: okay
(16:26) <LT> Travis M 0: just work with me on
this call
(16:26) <LT> Travis M 0: make sure to update
main chat anyways at 12
(16:32) <LT> Travis M 0: you should have
checked in 6 mins ago
(16:32) <LT> Travis M 0: nope never mind
(16:32) <LT> Travis M 0: sorry went crosseyed
I guess
(16:34) Deborah: checking modem lights
(16:35) <LT> Travis M 0: send full notes
please
(16:35) <LT> Travis M 0: when you can
(16:37) <LT> Travis M 0: what was the address
she gave?
(16:37) <LT> Travis M 0: I'm obs, but I missed
it
(16:38) <LT> Travis M 0: Steve Johnson?
(16:39) <LT> Travis M 0: 8158998920?
(16:39) Deborah: yep
(16:40) <LT> Travis M 0: 8158955011 rather
(16:40) <LT> Travis M 0:
https://foswiki.telenetwork.com/Frontier/Actio
ntecF2250
(16:43) Deborah: cant find her in inet portal
to check radius usage on ppp modem
(16:45) <LT> Travis M 0: get radius usage,
send me notes
(16:48) Deborah: can't get radius usage, cant
find cx in inet portal
(16:49) <LT> Travis M 0: ok, looking
(16:50) <LT> Travis M 0: found it, but no
radius info given
(16:50) <LT> Travis M 0: send me full notes
(16:51) Deborah:

Account Holder: Steve Johnson
SW: Barbara johnson
BTN: 8158955011
CTN: 8157514329
AoHD:
Verify/Validate:  PIN
Modem:  POWER LIGHT - SOLID GREEN; DSL LIGHT-
GREEN, INTERNET - FLASHING GREEN
Modem Lights:
Issue:  static on phone and internet service
is the same.
Troubleshooting Steps:
Power cycle:  multiple times
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS): 3008-6976
OPERATING DATA RATE (KBPS):  6976  603
OBSERVED NOISE MARGIN (DB): 2  2
SIGNAL ATTENUATION (DB):  33 15
LOSS OF FRAME:
LOSS OF LINK:  68 274
LOSS OF SIGNAL: 0
LOSS OF POWER:
LINE INITIALIZATIONS:  1
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

bjhj4444@gmail.com

tech came out on the 21st Janaury


(16:53) Deborah: internet service is
frequently disconnecting
(16:53) <LT> Travis M 0: when disconnected,
does she recall what the lights were doing?
(16:54) Deborah: loss of link: 68 274?
(16:57) <LT> Travis M 0: ok treat as freq
discon, TT for 274 loss of link
(16:57) Deborah: no, she says she has no idea
about what thelights do
(16:57) Deborah: kk
(16:57) <LT> Travis M 0: and static on line
for POTS
(16:58) Deborah: why can't we find her in INET
PORTAL
(17:02) <LT> Travis M 0: make sure on
dedicated
(17:03) <LT> Travis M 0: and I sent a link to
your email with hangout
(17:04) Deborah: im gonna take a quick break
before lunch
(17:04) <LT> Travis M 0: jjoin the call first
at least
(17:11) Deborah: there is not link in my email
(17:11) Deborah: *no
(17:12) <LT> Travis M 0:
deborah.jackson@telenetwork.com?
(17:39) <LT> Travis M 0: give him creds and
send him on his way, we can't walk him through
it if he didn't get it from us
(17:39) Deborah: right
(17:39) <LT> Travis M 0: refer to netgear
after giving creds
(17:40) Deborah: can't give him passwords
(17:41) <LT> Travis M 0: give him the PPPoE
creds, and tell him netgear has to help
(17:41) Deborah: we can't see pppoe passwords
(17:41) <LT> Travis M 0: "we don't have any
info on that modem"
(17:41) Deborah: right
(17:41) Deborah: how do i notate taht call
(17:42) <LT> Travis M 0: just note what you
did, 3rd party modem, cust hung up
(17:42) <LT> Travis M 0: educated cust
(17:42) <LT> Travis M 0: also, make sure to
get the Email at the beginnign of the call,
otherwise QA will come down on you for it
(17:44) <LT> Travis M 0: verify, then
transfer. Open SO, CS issue
(17:45) <LT> Travis M 0: remember to give CS
phone number before tranfer
(17:47) Deborah: yep, i used to get the email,
but then I look at Parisa's templage and there
is no email information on it,
(17:47) Deborah: how long do we wait on this
line
(17:47) <LT> Travis M 0: 2 mins then cold
transfer
(17:47) <LT> Travis M 0: Email is right after
CTN
(17:47) Deborah: kk
(17:48) Deborah: yep i just put it there
(17:49) <LT> Travis M 0: ok, should've
transferred a min ago
(17:49) <LT> Travis M 0: one more before lunch
(17:49) Deborah: kk
(17:54) Deborah: seems to be broken, do wwe
ticket for this
(17:55) <LT> Travis M 0: once you have all the
info send it to me as full notes
(17:55) Deborah: or check for features in
jwalk
(17:55) <LT> Travis M 0: also, double check SE
in JWalk to make sure she has it
(17:55) <LT> Travis M 0: that's step 6 there
in foswiki, verify that cust has the service
(17:57) Deborah: yep, it says she does have
call waiting, so how dow we ticket
(17:58) <LT> Travis M 0: ok, send me notes
(17:58) Deborah:

Account Holder:
SW: Annie Haywood
BTN: 9098800283
CTN: 9092407828
EMAIL: anniehaywood@verizon.com
AoHD:
Verify/Validate:  PIN
Modem:
Modem Lights:
Issue: 9th of this month, caller id does not
work. after the 9th, only can see incoming
call.
Troubleshooting Steps:
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC


(17:58) Deborah: how do we TT
(17:58) <LT> Travis M 0: JWalk for this one
(17:59) <LT> Travis M 0: Here I'll show you
(17:59) Deborah: tt or service order
(18:01) <LT> Travis M 0: I trust you can go
from there
(18:03) <LT> Travis M 0: happy cheap candy
day!
(18:04) <LT> Travis M 0: lunch once finished
(18:04) Deborah: kk
(18:05) Deborah:

Account Holder:
SW: Annie Haywood
BTN: 9098800283
CTN: 9092407828
EMAIL: anniehaywood@verizon.com
AoHD:
Verify/Validate:  PIN
Modem:
Modem Lights:
Issue: 9th of this month, caller id does not
work. after the 9th, only can see incoming
call.
Troubleshooting Steps: verified in JWALK that
she has caller id.
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC
February 20, 2017 17:00 136942

(18:07) <LT> Travis M 0: make sure to go
dedicated before lunchig
(18:07) <LT> Travis M 0: lunching
(18:07) Deborah: kk
(18:07) <LT> Travis M 0: see you at 7:07!

2/15/2017
Donyea Stiga - validation information in IHD
is incorrect, Parisa verified by last 4 digits
of SSN,.
ask her for the last 4 of ssn
ok that's right
there ya go
now
4614
Parisa Dehkordi
(parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.net)
that matches in jwalk
okay so it looks like we attempted to escalate
the ticket but we have a backlog of tickets
int he area
so that's going to be
tomorro between 8am and 5tpm
no
tomorrow between 8am and 5pm
but it will be resolved
by 5pm tomorrow
good job de escalating
assure her it wil be resolved tmw
okay
sup call form
approved by TL parisa
call back
it could be a long wait
but they can call you back within the next
hour
okay
that's fine
we'll get her a sup
get the form in
put in the sup call form approved by TL parisa
and just put it as a live call
cx will not accept a call back
attempted to de escalate
put that in your notes
kk it shallb e done
Parisa Dehkordi
(parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.net)
and once you get the form in, check back in
with her and say "I do have a request in for a
supervisor, they should be on the line as soon
as they can"
kk
Parisa Dehkordi
(parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.net)
"please hold and someone will be with you
shortly. thanks for your patience and for
calling frontier."
and place back on hold
go ahead and check back in with her
good job ?
good apology
okay so does this mean my calls are tied up
Parisa Dehkordi
(parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.com,
parisa.dehkordi@telenetwork.net)
yep until someone takes over
kk
1 min

making my call times deliberately long.
9:34 secs



(16:10) <L2> Kara: well
(16:10) <L2> Kara: that so is just changing
around the services and is not completed yet
(16:10) <L2> Kara: thats going to cause the no
sync issue until its resolved
(16:10) <L2> Kara: and we dont deal with
services orders like this

(17:42) <L2> Kara: did you get help?
(17:42) <L2> Kara: sorry about that
(17:42) Deborah: yep talking to alex
(17:42) <L2> Kara: k
(17:44) Deborah:

Account Holder: Joan Bailey
SW: Wayne Beckham
BTN: 8658284630
CTN: 8652014716
EMAIL: none
AoHD: none
Verify/Validate:  DOB
Modem:
Modem Lights:
Issue:  no phone, but caller was not
authorized user, was calling for neighbor, had
to get him to go to where she was with the
cell phone.
Troubleshooting Steps:  call BTN, cx did not
hear it ring, when she picks it up she just
hears buzzing.  had a storm, with severe
lighning and thunder, that's when his and her
neighbor's phone went out.
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

cx calling for neighbor


(17:44) <L2> Kara: why do u need a force?
(17:45) Deborah: because in POTS training, she
said when you havea POTS only cx and you get
the read this, this phone number doesn
have..... you should have an L2 force, am I
correct about that
(17:45) <L2> Kara: no
(17:45) <L2> Kara: you just put in the tt like
normal
(17:46) Deborah: can't do it in CDPI, so do I
go to JWALk
(17:46) <L2> Kara: a force is only used when
you are unableto create a trouble ticket cause
something is lobking it, like an open service
order
(17:46) Deborah: kk, not the situation here


(17:42) <L2> Kara: did you get help?
(17:42) <L2> Kara: sorry about that
(17:42) Deborah: yep talking to alex
(17:42) <L2> Kara: k
(17:44) Deborah:

Account Holder: Joan Bailey
SW: Wayne Beckham
BTN: 8658284630
CTN: 8652014716
EMAIL: none
AoHD: none
Verify/Validate:  DOB
Modem:
Modem Lights:
Issue:  no phone, but caller was not
authorized user, was calling for neighbor, had
to get him to go to where she was with the
cell phone.
Troubleshooting Steps:  call BTN, cx did not
hear it ring, when she picks it up she just
hears buzzing.  had a storm, with severe
lighning and thunder, that's when his and her
neighbor's phone went out.
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

cx calling for neighbor


(17:44) <L2> Kara: why do u need a force?
(17:45) Deborah: because in POTS training, she
said when you havea POTS only cx and you get
the read this, this phone number doesn
have..... you should have an L2 force, am I
correct about that
(17:45) <L2> Kara: no
(17:45) <L2> Kara: you just put in the tt like
normal
(17:46) Deborah: can't do it in CDPI, so do I
go to JWALk
(17:46) <L2> Kara: a force is only used when
you are unableto create a trouble ticket cause
something is lobking it, like an open service
order
(17:46) Deborah: kk, not the situation here
(17:46) <L2> Kara: u can use cdpi
(17:46) <L2> Kara: i just got it to pull up
(17:47) Deborah: can't use CDPI, it rejects
the number
(17:47) <L2> Kara: This phone number does not
have a dsl line card attached to it, you may
only submit a POTS ticket. Message a L2 in
your team chat room for further assistance.
(17:47) <L2> Kara: no it doesnt
(17:47) <L2> Kara: that is simply telling you
they are pots only
(17:47) <L2> Kara: u can use cdpi to put in
that tt
(17:48) Deborah: it wont' let me get past the
screen i'm on
(17:48) <L2> Kara: might need to refresh ur
page then
(17:51) <L2> Kara: get it?
(17:53) Deborah: thanks
(17:53) <L2> Kara: yw

2/15/2017
Today's Stats:
Calls Taken: 13
Avg TalkTime: 1,049.77
Phone DND: 0.00 minutes
calls taken says 13, but in the avaya call
log, there are 21 calls and that doesnt
include the one from Parisa and the short ones



On the call with Wayne Beckham, BTN:
8658284630, was told by KARA that the proper
procedure for putting a POTS only ticket in
CPDI was not to have an L2 force the ticket
when you get the message "This phone number
does not have a dsl line card attached to it,
you may only submit a POTS ticket. Message a
L2 in your team chat room for further
assistance."  The last time I had this
situation, I had to get with an L2 to have him
force the ticket.

(17:44) <L2> Kara: why do u need a force?
(17:45) Deborah: because in POTS training, she
said when you havea POTS only cx and you get
the read this, this phone number doesn
have..... you should have an L2 force, am I
correct about that
(17:45) <L2> Kara: no
(17:45) <L2> Kara: you just put in the tt like
normal
(17:46) Deborah: can't do it in CDPI, so do I
go to JWALk
(17:46) <L2> Kara: a force is only used when
you are unableto create a trouble ticket cause
something is lobking it, like an open service
order
(17:46) Deborah: kk, not the situation here
(17:46) <L2> Kara: u can use cdpi
(17:46) <L2> Kara: i just got it to pull up
(17:47) Deborah: can't use CDPI, it rejects
the number
(17:47) <L2> Kara: This phone number does not
have a dsl line card attached to it, you may
only submit a POTS ticket. Message a L2 in
your team chat room for further assistance.
(17:47) <L2> Kara: no it doesnt
(17:47) <L2> Kara: that is simply telling you
they are pots only
(17:47) <L2> Kara: u can use cdpi to put in
that tt
(17:48) Deborah: it wont' let me get past the
screen i'm on
(17:48) <L2> Kara: might need to refresh ur
page then
(17:51) <L2> Kara: get it?
(17:53) Deborah: thanks
(17:53) <L2> Kara: yw

2/16/2017
(15:49) Deborah:

Account Holder: Clay & Gina Ginn
SW: Clay Ginn
BTN:  6624628276
CTN:  6622846131
EMAIL: ginnrc@frontiernet.net
AoHD: yes
Verify/Validate: SSN
Modem:
Modem Lights:
Issue:  internet speed extremely slow
Troubleshooting Steps:
Power cycle:
Loopcare:
VER: WH
Summary: RATE BELOW THRESHOLD-DN
SPEEDTEST:  .56Mbps  .14Mbps
ONFIGURED DATA RATE (KBPS): 416-1344	64-192
OPERATING DATA RATE (KBPS):  	672	192
OBSERVED NOISE MARGIN (DB): 6  21
SIGNAL ATTENUATION (DB): 63	50
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC:


----------------------------------------------
2/16/2017



(15:50) <L2> Kara: we dont do slow speeds ts
in aohd
(15:50) <L2> Kara: advise of aohd
(15:50) <L2> Kara:
https://foswiki.telenetwork.com/Frontier/AreaO
fHighDemand
(15:50) <L2> Kara: follow the script
(15:58) <L2> Kara: update?
(15:58) <L2> Kara: you should be wrapped
(15:58) Deborah: im wondering if we can do a
ticket because Areaof High Demand Tickets in
Wiki says Tickets
Only ticket if customers are unable to connect
or they have a Loopcare Ticketable Test Result
and he does have a loopcare ticketable result
(15:59) <L2> Kara: no we cant
(15:59) <L2> Kara: follow the script and lets
get the call wrapped



Account Holder: Clay & Gina Ginn
SW: Clay Ginn
BTN:  6624628276
CTN:  6622846131
EMAIL: ginnrc@frontiernet.net
AoHD: yes
Verify/Validate: SSN
Modem:
Modem Lights:
Issue:  internet speed extremely slow
Troubleshooting Steps:
Power cycle:
Loopcare:
VER: WH
Summary: RATE BELOW THRESHOLD-DN
SPEEDTEST:  .56Mbps  .14Mbps
ONFIGURED DATA RATE (KBPS): 416-1344	64-192
OPERATING DATA RATE (KBPS):  	672	192
OBSERVED NOISE MARGIN (DB): 6  21
SIGNAL ATTENUATION (DB): 63	50
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC:




CARD TYPE:  	ADSL2+
xTU-C STATUS:  	NORMAL OPERATING MODE
xTU-R STATUS:  	NORMAL OPERATING MODE
SERVICE MODE:  	DMT
LINE TYPE:  	FAST PATH
PORT ADMIN STATUS:  	IN SERVICE - NORMAL
ATM STATUS:  	N/A
LAST STATUS CHANGE:  	N/A

 	DOWNSTREAM	UPSTREAM
 	(COE->CPE)	(CPE->COE)
RATE ADAPT MODE:  	AUTOMATIC
AUTOMATIC
CONFIGURED DATA RATE (KBPS):  	416-1344
64-192
OPERATING DATA RATE (KBPS):  	672	192
MAX ATTAINABLE DATA RATE (KBPS):  	836
756
LINE UTILIZATION (%):  	80	25

MINIMUM NOISE MARGIN (DB):  	0	0
MAXIMUM NOISE MARGIN (DB):  	31	31
TARGET NOISE MARGIN (DB):  	6	6
OBSERVED NOISE MARGIN (DB):  	6	21

SIGNAL ATTENUATION (DB):  	63	50
SIGNAL POWER (DBM):  	16	11
INTERLEAVE DELAY (ms):  	N/A	N/A
MAX INTERLEAVE DELAY (ms):  	5	5
CRC BLOCK SIZE:  	0	0


 	NEAR END (xTU-C)	FAR END (xTU-
R)
CURRENT INTERVAL PM DATA  	15 Min	1 Day
Total	15 Min	1 Day	Total
TIME ELAPSED (s):  	844	56644	N/A
844	56644	N/A
ERRORED SECONDS:  	6	12	1140
2	15	21796
LOSS OF FRAME:  	0	0	0
0	0	0
LOSS OF LINK:  	0	0	0	N/A
N/A	N/A
LOSS OF SIGNAL:  	0	0	0
0	0	0
LOSS OF POWER:  	N/A	N/A	N/A
0	0	0
LINE INITIALIZATIONS:  	0	0	0
N/A	N/A	N/A


Loopcare results:
Results for 6624628276 (RINZMSACH00-1-1-1-32)
- DSLTESTX	     2/16/17 4:42 PM

VER WH 	Recommendation
RATE BELOW THRESHOLD-DN
INTERCEPT FOUND BY TESTING
UNASSIGNED LINE
METALLIC ANALYSIS NOT AVAILABLE
Have customer reboot CPE and retest in 1
minute
If problem persists, refer to Dispatch

took a call and immediately went on break. at
4:30, got a system message your phone is
offline, apparently last call did not hang up,
i was on break at 4:30, system reset at 4:45.

(16:54) system: Your phone is offline, please
set your phone to ready or you will be
automatically logged out.
(16:55) Deborah: im talking on the phone it
can't be offline

(17:42) Deborah:

Account Holder: Torrid, Inc.
SW: John
BTN:  5626221037
CTN:
EMAIL:
AoHD:
Verify/Validate: used service address 251
Stonedwood Street on
Modem:  COMTREND 5631
Modem Lights:
Issue:  calling to obtain tech notes
Troubleshooting Steps:  ran loopcare
Power cycle:
Loopcare:
VER:
Summary:
VER FH: EQUIPMENT ACCESS FAILURE

This VER Code indicates that there was a
failure in the test equipment that
prevented access or that all test equipment
ports are out-of-service, or
there was a trunk access failure.
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
Loop Attenuation [dB]	31.5	17.0
Noise Margin [dB]	15.0	16.1
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC





(17:42) Deborah: he wants me to ping the DHCP
address to determine packet loss, he wants me
to troubleshoot and he is not even at the
sight, i've run SIMPL and loopcare can find no
issue, he wants to send a tech
(17:45) Deborah: i can't find any reason to
send a tech except he is telling me he has
severe packet loss, a tech came out today and
supposed fixed it, that's what the notes say,
he says its not, he is not at the site, i
don't know what to do with this person
(17:45) <L2> Baxter: Have him call back when
on site.
(17:45) <L2> Baxter: You can schedule a tech,
but without troubleshooting I believe its $75
(17:45) <L2> Baxter: Otherwise we are
available 24/7 to assist when they are with
the equipment
(17:46) Deborah: wants to talk to sup
(17:46) <L2> Baxter: Attempt to deescalate the
call and note that you attempted to deescalate
in Dynamics. All incoming supervisor calls
MUST be call backs at this time.  Notify the
customer that there will be a wait for a
supervisor. The supervisor form MUST contain
your *full* and *complete* notes from
Dynamics.

Supervisor Form:
https://tools.telenetwork.com/reportcall/tange
nt.php
(17:54) Deborah: Caller wants to make sure he
explores every possible avenue of
troubleshooting during this call.  Caller is
not at site, I have run Loopcare and SIMPL
test results, they don't show a problem.  Tech
was out today, tech notes indicate the problem
was fixed. I read the tech notes from Viraynet
to the caller.  Caller says problem is not
resolved.  He wants me to troubleshoot outside
of the scope of service I am allowed. Caller
is adamant that he remain on hold.  Call has
already lasted 46 minutes.
(17:54) Deborah: cx insists that he stay on
the line.
(17:55) <L2> Baxter: That's fine, put the sup
call in to reflect that
(17:55) Deborah: i did
(17:55) <L2> Baxter: Okay
(18:00) Deborah: he insists that he stay on
the line.  so my phone is tied up

(18:01) blake.evans: did you eoc?
(18:02) blake.evans: Deborah.
The user is offline and will receive the
message on their next login
blake.evans wants your attention
(18:02) blake.evans: Call Details: Customer
awaiting transfer?
(18:02) Deborah: just getting ready to message
you
(18:02) blake.evans: no worries
(18:02) blake.evans: do u have the customer on
hold
(18:02) Deborah: yes, i have him on hold
(18:03) blake.evans:  ok i cant see your call
(18:03) blake.evans: im gonna have to call him
(18:03) Deborah: do i need to take him off
hold?
(18:03) blake.evans: i cant see ur call
(18:03) blake.evans: i need a CTN to call
(18:03) blake.evans: whats his number
(18:04) blake.evans: the CTN on the sup form
did not work .
(18:04) Deborah: 9492973575, option 1
(18:04) blake.evans: or can u transfer him to
7702261
(18:04) Deborah: without an area code
(18:04) blake.evans: ok im on hold .
(18:04) blake.evans: i need to speak to the
customer
(18:04) blake.evans: not get connected to a
call center.
(18:05) blake.evans: can u please transfer the
customer to  7702261
(18:05) Deborah: kk
(18:05) blake.evans: wats his name
(18:05) Deborah: never mind he has supervisor
on other line
(18:06) Deborah: he has gone away
caller told me I did not have to transfer the
call as he another one of the techs was
talking to a supervisor on the other line.

Account Holder: Torrid, Inc.
SW: John
BTN:  5626221037
CTN:  9492973575
EMAIL: none
AoHD:
Verify/Validate: used service address 251
Stonedwood Street on
Modem:  COMTREND 5631
Modem Lights:
Issue:  calling to obtain tech notes, gave him
tech notes from Viraynet, calling from IT
helpdesk, not on site.
Troubleshooting Steps:  ran loopcare and SIMPL
Power cycle:
Loopcare:
VER:
Summary:
VER FH: EQUIPMENT ACCESS FAILURE

This VER Code indicates that there was a
failure in the test equipment that
prevented access or that all test equipment
ports are out-of-service, or
there was a trunk access failure.
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
Loop Attenuation [dB]	31.5	17.0
Noise Margin [dB]	15.0	16.1
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC



took 8 minutes for him to treansfer call.and
then he disconnected the call

(20:13) Deborah:

Account Holder: Cheray Newton
SW: Cheraye
BTN:  7602512425
CTN: 9519016738
EMAIL: bamsdelight@yahoo.com
AoHD:
Verify/Validate: username
Modem:  Actiontec GT84WNV
Modem Lights: POWER LIGHT = SOLID GREEN; DSL
LIGHT = SOLID GREEN; INTERNET LIGHT = SOLID;
GREEN; WIRELESS = FLASHING GREEN
Issue:  internet is not working, been off for
a week
Troubleshooting Steps:  powercycle
Power cycle: recycled modem, lights are the
same
Loopcare:  SIMPL
VER:
Summary:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

SIMPL TESTS
Attenuation [dB]	26.3	19.2
Loop Attenuation [dB]	38.0	19.0
Noise Margin [dB]	19.5	17.0
DSL Upstream sync rate (Kbps)	863.0
DSL Downstream sync rate (Kbps)	3360.0


(20:13) Deborah: can't get connected to
internet
(20:13) Deborah: but internet light is
flashing green
(20:14) Deborah: not in area of high demand
(20:14) <L2> John: check ipconfig and see what
IP it's pulling
(20:14) Deborah: kk
(20:18) Deborah: trying to get her to type
ipconfig in run window
(20:19) <L2> John: have to type ipconfig in
the command prompt window
(20:19) Deborah: i know
(20:19) <L2> John: also , are there any other
devices? and if so are they unable to connect
as well?
(20:20) Deborah: says media connected
(20:20) Deborah: she cant even get an ip
address
(20:20) <L2> John: what's the Ip address?
(20:21) Deborah: she can't even get an ip
address, media is disconnected
(20:21) <L2> John: thought you said
"connected"
(20:21) <L2> John: eth or wifi?
(20:21) Deborah: no media is disconnected is
what she gets when she runs ipconfig
(20:21) Deborah: wifi
(20:22) <L2> John: looks like they just aren't
connected to wifi
(20:22) <L2> John: see if you can verify
(20:22) Deborah: all she has is wireless
devices
(20:23) <L2> John: verify that it is in fact
connected. ipconfig says it isn't
(20:23) <L2> John: try to connect to wifi
(20:23) Deborah: no wireless networks
available
(20:24) <L2> John: looks like the wifi is
turned off on the pc
(20:24) <L2> John: are there any other
devices? and if so are they unable to connect
as well?
(20:25) Deborah: cant connect with any devices
(20:25) <L2> John: at anytime did they reset
(HR) the modem?
(20:27) Deborah: no
(20:27) <L2> John: if not, replace it
(20:27) Deborah: okay
(20:27) Deborah: kk doing that now


(21:05) Deborah:

Account Holder: Robert H. Bell Jr.
SW: Laurie
BTN: 8505872833
CTN:   8502939937
EMAIL: lori_bobby@yahoo.com
AoHD:
Verify/Validate: PIN
Modem:  NETGEAR 7550
Modem Lights:
Issue:  wifi password reset, previous tech
reset her channel to 11, now she has forgotten
her password, needs to access modem, but none
of her wireless devices will let her
reconnect,
Troubleshooting Steps:
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC




she can't connect with any of her wireless
devices, previous tech reset channel, now she
can't remember her password, we need to access
the firmware, but none of her wireless devices
will let her connect, no ethernet cable
(21:07) <L2> Kara: can she connect to the
default settings?
(21:07) Deborah: asking now
(21:07) Deborah: she changed the password
earlier it's not the default she can't
remember what she changed it to
(21:07) <L2> Kara: hr the modem
(21:08) <L2> Kara: and until she can direct
connect, she has to use the default settings
(21:08) Deborah: kk thanks
(21:25) Deborah: she is typing the gateway
address in the search bar not the address
window, i can't get her to connect to it
(21:26) <L2> Kara: trying to do what?
(21:27) Deborah: i'm closing out now

after reset asked cx to browse to
www.barbie.com and a couple of other pages,
she said that she could browse on her tablet.


(22:00) Deborah(0): i don't even know where to
go with this one
<L2> John has left the room
(22:00) Deborah(0): she actually has FIOS
internet and cable
(22:01) <L2> Kara: well
(22:01) <L2> Kara: do you take fios>
(22:01) Deborah(0): did u see the issue, the
issue is with the POTS telephone service
(22:01) Deborah(0): she's been transferred to
here from there
(22:01) <L2> Kara: in inet portal does it say
fios?
(22:01) Deborah(0): yep
(22:01) <L2> Kara: then she is fios
(22:02) <L2> Kara: there we uncomplicated that
 22:06) <L2> Kara: well
(22:06) <L2> Kara: u need to let her know that
she is fios
(22:06) <L2> Kara: and you cant assist with
fios
(22:06) Deborah: yep, i told her that
(22:06) <L2> Kara: but you can connect ehr
with someone who can
(22:06) <L2> Kara: and then transfer her to
fios
(22:07) Deborah: kk
(22:07) <L2> Kara: let her know she can
request a sup in fios if the fios rep is
unable to assist her with her fios issues
(22:08) Deborah: it is done
(22:08) <L2> Kara: nice
(22:09) Deborah: not so much
----------------------------------------------
2/17/2017
long call with Baxter, cx Zafara
(15:02) Deborah: she is connected now, never
mind
(15:03) Deborah: oops another question,
frequent disconnects
(15:13) Deborah: checking pppoe credentials,
firmware page does not want to display in
Safari, switching to Chrome
(15:15) Deborah: asking her to change modem
passwords now
(15:20) Deborah: now wants to do speed test
(15:20) <L2> Baxter: Okay
(15:21) Deborah: pppoe credentials are fine
(15:21) Deborah: loopcare results fine
(15:23) Deborah: another question
(15:24) Deborah: seems to be billing issue now
(15:27) Deborah: no asking me about lost
emails on yahoo/frontier account
(15:29) Deborah: who does she need to speak
with about lost emails
(15:30) <L2> Baxter: Deleted or just lot?
(15:30) <L2> Baxter: lost*
(15:30) Deborah: 'lost
(15:30) <L2> Baxter: Check
webmail.frontier.com
(15:34) Deborah: omg! notes from Feb 8 from
Vanessa Wingo TS: Email is trying recover
email that were deleted Emails were deleted
2/08 aroung 5pm EST Has no backups were emails
can be found on PC or in virtual storage Has
business emails that need to be retireved as
well Customer wanting to recover as much
emails as possible since email address was
created Previous rep has cx delete account and
re-add account to correct is of not being able
to send/receive emails Checked to confirm
emails were on webmail.frontier.com Customer
had option to remove email from server after
deletion selected When Account was removed
from Mac, the emails were also deleted from
server Submitted TR for Yahoo with a call back
time/date of 2/09 ASAP
(15:38) Deborah: wants me to show her how to
change the option to keep mail on server
(15:38) <L2> Baxter: This is going to the
realm of PTS
(15:38) Deborah: okay
(15:38) <L2> Baxter: Try to get the customer
sold on PTS
(15:40) Deborah: okay she wasn't buying

(17:08) Deborah:   cx received modem, but requested tech installation, no open SO

(6:15 PM) Deborah: i cant tell whether this is still open or not,
(6:15 PM) Baxter: Give me a second to read this
(6:16 PM) Deborah: it says "Stage Code - END" in IHD, there are two entries, which one is the latest one
(6:16 PM) Deborah: is this a service order
(6:17 PM) Baxter: Looks like you sent me your Spark conversations, can you send me your current case
(6:18 PM) Deborah: cx was not there when the tech came
(6:18 PM) Deborah: Account Holder:
SW: Kelly
BTN:  7403755740
CTN:   4199716861
EMAIL: kelliecuffman@gmail.com
AoHD: cx is in area of high demand, no relief info available.
Verify/Validate: SSN
Modem:
Modem Lights:
Issue:  tech was supposed to show up but just dropped off modem, this is a new service installation, she requested a tech to

install, but he just dropped the modem off; however in IHD there is a note that says
RESIDENCE INSTALL	RI	C38464559	***			OPEN	80101
RESIDENCE INSTALL	RI	038464559	END	2/17/2017 12:00:00 AM	2/17/2017 12:00:00 AM	POSTED	80101
Troubleshooting Steps:
Power cycle:
Loopcare:
VER:
Summary:
CONFIGURED DATA RATE (KBPS):
OPERATING DATA RATE (KBPS):
OBSERVED NOISE MARGIN (DB):
SIGNAL ATTENUATION (DB):
LOSS OF FRAME:
LOSS OF LINK:
LOSS OF SIGNAL:
LOSS OF POWER:
LINE INITIALIZATIONS:
RADIUS Usage:
Failed RADIUS Logins:
Ticket Approved:
Ticket Info:
F-Secure Offered: Yes
Survey:  Offered
EOC

(6:21 PM) Deborah: so is this still open or no
(6:22 PM) Baxter: Did you check JWALK
(6:22 PM) Deborah: yep, no open SO's in JWALK
(6:22 PM) Deborah: just in IHD