Internet doesn't work for a single customer
Internet Connectivity Troubleshooting Quiz
Test your knowledge and troubleshooting skills with our Internet Connectivity Quiz designed for customer support agents. This quiz guides you through essential steps to diagnose and resolve internet issues for customers effectively.
- Ensure no administrative blocks are present
- Check connection statuses and device settings
- Gather necessary evidence for effective communication
Confirm there are no administrative blocks on the customer
Reason for the test: we cannot overrule a business decision not to serve a blocked customer.
Confirmed
Not confirmed
Confirm your staff pc can connect to the internet from the same location as the customer
e.g.
using the same cable
using the same wireless network from the same office
Reason for the test: make sure there are no anomalies on our network devices that our alert system haven't picked up yet.
Confirmed
Not confirmed
Confirm the mac-address of the customer device.
How to guide:
Reason for the test: the #1 reason for internet issue is a simple human error in a copy/paste task
Confirmed
Confirm the mac-address randomization fun
How to guide:
Reason for the test: we authorize the mac-address to use our connection. If it changes automatically, it will always be a new unauthorized device from our point of view.
Confirmed
Confirm the mac-address is visible in the customer portal, under the correct titan ID
How to guide:
Reason for the test: the #1 reason for internet issue is a simple human error in a copy/paste task
Confirmed
- Remove the mac-address from the customer portal
- Wait 60 seconds
- Add it back
- Wait 60 seconds
- Reboot the customer device and test again
Reason for the test: Even the best automation process can fail at times. By repeating the steps we make sure to overcome this possibility.
- Remove the mac-address from the customer portal
- Wait 60 seconds
- Add it back
- Wait 60 seconds
- Reboot the customer device and test again
Reason for the test: Even the best automation process can fail at times. By repeating the steps we make sure to overcome this possibility.
Is the issue solved?
Solved
Unsolved
Take a screenshot showing the mac-address
Reason for the task: #1 reason for long troubleshooting time is "misunderstanding" between the agent and the ticket creator. Better to give proof of any data submitted.
Done
Take a screenshot showing the mac address randomization fun
Reason for the task: #1 reason for long troubleshooting time is "misunderstanding" between the agent and the ticket creator. Better to give proof of any data submitted.
Done
Take a screenshot showing the mac address in the customer portal
Reason for the task: #1 reason for long troubleshooting time is "misunderstanding" between the agent and the ticket creator. Better to give proof of any data submitted.
Done
Record a video with a mobile phone of the issue, from the attempt to connect to the error in the internet browsing.
Reason for the task: #1 reason for long troubleshooting time is "misunderstanding" between the agent and the ticket creator. Better to give proof of any data submitted.
Done
Please open a ticket for no internet connection, specifying where you are, what computer you are using, if you are connected via wired or wireless connection and what steps are needed to reproduce the error, attaching all screenshots and video takes as proof. Confirm you already tried to remove and add the device back to the customer portal.
e.g.
- I use my staff computer, serial number XXXXXXXX
- I use the network cable connected to switch XX.XX.XXXX port giX/X
- the mac-address for my network card is XX:XX:XX:XX:XX:XX
- I connect to the wall port XXXXX in office XXXXX
- no lights turn on in my computer network card, the computer shows the cable as disconnected.
- Internet doesn't work.
Please note that the screenshots and video record are needed to shorten the troubleshotting time, by submitting all the necessary info in one go.
Please open a ticket for no internet connection, specifying where you are, what computer you are using, if you are connected via wired or wireless connection and what steps are needed to reproduce the error, attaching all screenshots and video takes as proof. Confirm you already tried to remove and add the device back to the customer portal.
e.g.
- I use my staff computer, serial number XXXXXXXX
- I use the network cable connected to switch XX.XX.XXXX port giX/X
- the mac-address for my network card is XX:XX:XX:XX:XX:XX
- I connect to the wall port XXXXX in office XXXXX
- no lights turn on in my computer network card, the computer shows the cable as disconnected.
- Internet doesn't work.
Please note that the screenshots and video record are needed to shorten the troubleshotting time, by submitting all the necessary info in one go.
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