Google Fiber Basics
What is the Google Fiber press address?
press@google.com
What day of the month do bills drop?
The 3rd
Critical errors are shown in?
Red
What does a solid red LED for 1+ minutes on the Network Box indicate?
Hardware failure
What city did Google Fiber launch in first?
Kansas City
What are the 2 types of credits?
OTTs and BMODs
There are multiple errors shown in red where do you start?
With the Fiber Jack and work your way down
When handling an outage what do you do?
acknowledge there is an outage
check the Known Issues ticket for a projected resolution and if a date and time is provided communicate the resolution timeline with the cx
How long does someone wait on average before speaking to a phone rep?
33 seconds
How many grace days can you grant a customer?
15 days in a 365 day period
What is latency?
amount of time from one point to another
When would you escalate as a Severity of 0?
WHEN TV, INTERNET, OR PHONE ARE COMPLETELY UNUSABLE
Our techs on on time ____% of the time
97
Grace days
What is bandwidth?
rate of data transfer for a fixed period of time
If someone is porting a number and cancels their service with their current provider what will happen?
They will loose the number they intended to transfer
What are the 4 oaths Google Fiber has for our customers
You´re not just a number, what you think matters, expect respect, you deserve beter
Who processes a BMOD?
T2
Data in the Diagnostics tab is ______
refreshed every 3 minutes