Patinetas

1. Greeting Thank you for calling RenterNET USA Support. This is _______________________. How may I help you?"

2. Get their Name, Network Name Callback Number (Network name on magnet on the refrigerator / sticker of the box or on the side. (House name
3. Open - The client's system: http://www.renternetusa.com/callcenter.asp
4. login: caller
5. password: a$$i$t
6.https://eqa.chartercom.com/sdchealtop/asp/login.asp (check modem signal)
7. Login: sdutcher
8. Password: sdutcher
9. EQA SYSTEM-(check modem signal)
10. ACCT-88051000
11. ZIP CODE-27948
12. COPY AND PASTE –MAC ADDRESS
13. CLICK TEST
14. ERROR - No action performed: The given mac address was not found in the eQA system and no CMTS responded. If you see the message above,have the guest cut the modem off for AT LEAST 30 seconds, then turn it back on. It will take 3-5 minutes for the modem to go live again. Repeat the eQa test above until you see results similar to the ones below. Ask the guest if the televisions work in the house, particularly the one near our device. Is the picture clear or fuzzy? Bad cable signal will knock us out, and fuzzy televisions usuallymean signal below -20. Verify with our guest that the device is where we put it by comparing the location on our list to what the guest tells you. If it is not, try to get them to move it back to where we put it. If they cannot or will not, escalate it to us. If it never syncs back up, try to get the client to tell you what lights are on the modem. Most units have a separate DS (Downstream Lock), US(Upstream Lock), and Online (Sometimes called “Sync” or “Ready”). All 3 should be solid after the 5 minute sync period. Other common problems that can stop sync are: having a network cable looped from one of the 4 rear ports to another, having the coaxial cable disconnected from the wall, having the splitter wired incorrectly (“In” goes to the wall, “Out” goes to our modem, and “Tap” goes to theTV. “Tap” NEVER goes to the modem. Some splitters don’t have a “Tap” port, so for these, either “Out” port can go to the modem). If none of these causes is at fault, record the standard information on the escalation ticket and escalate it to us. If you get it to work, proceed below

15. Compare the Signal Data numbers here to the ones from our list to be sure the signal is normal. We recordthe top three categories in our list. If the numbers are substantially different than the ones on our list (more than 5 points different), be sure the device is where we installed it and escalate a ticket to us. If all is normal, check the modem uptime. If you just asked them to power cycle it, but it still shows 8 days of uptime, then they didn’t power cycle it or left it off for only a fewseconds. Make sure the uptime has reset to a short amount of time. Next, we check for a firmware issue we’ve been having with our Linksys WCG200 (3) installations. If our list says the device is a Linksys WCG200 (3), verify that the SW_REV value is 2.0.3.9.31-0214. If it ends in 0425 instead of 0214, tell the client you need to escalate this to have it fixed and escalate a ticket to us for this reason.This only applies to HW_REV 2.0 boxes…the HW_REV 1.1 ones do not have this issue. All other modems should simply confirm what our list says about the device type. As long as this modem is online with normal numbers, it’s time to verify if the router is functioning at this location.
16. Connecting the Client to a RenterNETUSA Wireless Network
a. Ask the client what brand of laptop theyare using and what operating system
b. Open the appropriate guide for their operating system below:
i. Green start button with the word “Start” on it (Windows XP Client)
ii. Blue start button with a Windows flag on it (Windows Vista Client)
iii. Mac OS X (Macintosh Client)
iv. Dell Wireless Client
v. Intel ProSet Client - Very...