What to do when you call for help!

I was thinking that it might not be a bad idea to tell you a couple of ways you can increase your level of customer service when calling into your ISP or CLEC.

When you first discover that your Internet and or Phone service is down, do the following, BEFORE you call your service provider:

1. Verify that all of the equipment involved has power

• The Router or IAD from your provider
• Your Switch, router, or firewall (for Internet)
• Your Phone system.

2. Check to see if you can see any warning lights, chances are whomever you talk to is going to ask you if there are lights on any of the equipment, look before hand. Green lights are good (even if they blink) yellow lights may or may not be a problem, red lights... usually mean something is wrong.

3. Locate the smartjack (If you have a T-1) this is where the T1 comes into your building, it's not always in the same place as your equipment. If you are using DSL or cablemodem you won't have a smartjack.

4. If you are using DSL or cable-modem, you should remove any other routers etc and plug your computer directly into the DSL or Cable modem. When the tech you call asks if you have a network,just tell them, yes, but it's currently disconnected and you have one computer connected to the modem.

5. Call in, to your support center. when you call if you hear a message that tells you there is an outage pay particular attention it may be that the outage is the reason you are without service. Listen to how long the hold time is, if the potential hold time is 15 minutes or longer it's likely that there is an outage and you are affected. Wait a while and call back after things have calmed down. when you talk to a technician remember the following:

• The tech you are speaking to is there to help you, they don't want to make your situation worse.
• The tech you are working with probably knows more about the particular situation you are experiencing than you do, listen to them. (Remember techs are people too so they can make mistakes.) While you should listen, be certain that you are clear in what you are accomplishing.
• Don't assume that whoever answers the phone knows nothing. While at times this is true, it's equally possible that you are talking to the expert of your particular issue. Treat anyone on the other end of that phone like they are your lifeline to getting service restored. It's true, they are, and you will receive better service for it.
• Don't get upset when you are asked questions that seem inane. The tech on the other end has certain information they have to obtain. They don't like it any more than you do, so just play along.
• Answer every question truthfully, if you didn't check something tell the tech, if you did, tell them. Establishing trust goes a long way. (Remember this tech may have talked to 20,30 or even 50 people with the exact same issue you are having. If they are acting even remotely human, appreciate it.)

When you open a trouble case if you are not given a case number ask for one. Some companies use your name or account number and not case numbers. However, most use some sort of trouble tracking system so they can monitor customer issues and satisfaction.

Tell the tech that you know they are busy, but would like to know when you can expect a return call. Don't hold the front-line tech to their answer, they often don't know. Ask them to note in the case that you will call back in an hour for status.

Wait an hour or a little longer and call back. When you get through provide your case number (or account number if they don't use case numbers), ask for the current status of your case. At this point, your case may not have been touched by a technician. Don't get mad. They are working to get issues resolved as quickly as possible. If this was an outage there may be nothing that the techs in the customer care group can resolve and they have to wait for word that the problem is resolved.

At this point regardless of the issue, hang up, and call back an hour or two later.

At or around the third hour it's OK to tell whoever answers your call that you would like to escalate your problem. Don't tell the tech that you are a business and can't afford to be without, chances are most of their customers are in the same boat. they aren't unsympathetic, but they do hear the same story over and over again. The worst line you can use with any tech is, "I'm losing tens of thousands of dollars an hour!" Let's be honest if you are making that much money per hour, then you can afford to have, and will have a backup Internet / phone service installed so when one provider is having an issue the other is (hopefully) unaffected. However, you can politely ask for an escalation, request that you either speak with a technician who can look at the problem or a manager who can the issue. Again, remain polite and understand that these folks talk to lots of people who are being jerks. They will do their best to be friendly and helpful, but you can help a lot!

When you talk to a manager, explain that you have called in for the last 3 or 4 hours and there has been no progress and you would like to know if your case is going to be looked at soon. They will likely be able to hand you off to a tech who can help you immediately, if they can not, they will tell you. So I can hear the thoughts now, why not just ask to speak to a manager immediately? Because it makes you look like an uneducated jerk!

Now when you reach a technician there are going to be one of 4 outcomes (in the most common order)

1. The problem is somewhere on your network. Don't immediately assume they are passing the buck. Be polite, but ask them, "How can I prove your dmarc?" Be willing to walk through whatever steps the ask you. (If you are an individual and you already have your computer as the only device attached to the modem you are a HUGE step ahead!) If you have a T-1 you will need to plug a PC or laptop in directly to the T-1 Router on site. you WILL need a cross-over cable(the one that is already plugged into the ISP's router should work fine.) Ask the technician you are working with what IP information you need to put in your computer. make the changes and as instructed and test to see if you can get to the Internet. At this point it's possible that you will still not be able to reach the Internet. Ask the tech if they can "ping the Internet sourcing the Fast Ethernet port." If they can then there may be a problem with the router, if not, then they may have a routing issue.
2. The problem is in the Router. If the problem is in the router or modem, then the technician will have to send someone out to work on the problem. If you have had tornadoes or heavy storms in the area, understand that it may take a while. you are better off, if you can, telling them call me with x minutes of lead time and I'll let them in at any time of night. That way the tech can dispatch someone to work on the equipment knowing that they will have access to the property etc. Don't a certain time, scheduling is nearly impossible due to traffic, weather, other customer issue etc. Everyone is treated as an individual and it takes time.
3. The problem is on the T1, underlying carriers network. At this point your ISP has no more control over the situation than you do. they can call and open a ticket, and keep updates on it every hour. you can call for you updates and they can call for theirs and pass that info on to you. Again depending on weather and storms it can take from 1 to 12 hours or more to get a technician form an underlying carrier to work on an issue (most have a standard ETTR (Estimated Time of Repair) of 5 hours. After the ETTR then your ISP can start escalating with the ILEC (underlying carrier, they own the physical lines)
4. The problem is on the ISP's network. This is when the tech you are working with becomes your advocate. they can find the problem and fix it for you and are much more willing to go the extra mile when they feel that you are appreciative of their efforts. Again the problem may require a technician to go out in the field to check a piece of equipment, so things like traffic and weather will affect this.

When one of the above situations is identified, that's the answer now it's just a waiting game. often you will know the problem is resolved before the technician working on your case, particularly if it involves some outside agency. When they call to verify service is restored. Thank them for following up.

If you get a survey request fill it out, be honest, but don't be personal. Fill out the survey and mail it back.

OK I think that about covers it.





Links Used in this Blog:
http://www.webopedia.com/TERM/I/ISP.html
http://isp.webopedia.com/TERM/C/CLEC.html