Policies
What should a customer do with their Gigaspire if they move out?
Leave them at the residence.
How long is a scheduled install?
2 Hours
What is a VPN?
Virtual Private Network - often how customers connect to their work network remotely
Where do you login to a 260GS ONT unit?
Web URL - Paste IP
How much is a static IP address?
$5/month
What are our three 5G speed packages?
Basic: 100mbps/25mbps (will accept 75/25)
Family: 250mbps/250mbps
Pro: 500mbps/500mbps
How to add a call log?
Customer Account > Edit drop-down > Add Call Log
What does CGNAT mean? Explain.
Carrier Grade NAT - used to pool multiple customers behind a single public IPv4 address due to the limited quantity of available public addresses remaining
Where is the PoE typically located in the house?
Utility Room
When does auto-pay run?
1st of the Month
How much is the hourly rate for a tech visit to help with low voltage?
$50/hour
Customer calls and says the tech hasn't arrived and asking for an update. How can we locate the tech?
Map OR Dispatch view in scheduler > Hover over vehicle to see driver
A customer who was deliquent paid their bill, but now the ONT is missing in SMx. What do you do?
Remove from inventory in Sonar > Add it back to Sonar
Name 1 fiber ONT model that are accessed via WinBox
RB4011, netPower 16P, CRS 210
How much is our Advanced WiFi solution?
$10/month
Who do you call during business hours for same-day visit requests?
Nate - Tech/Installer Manager
What does neighborhood code ABC stand for?
Avative Business Center
How many gigs are the MDU ONT devices connected at? (fiber)
10G!
What is the password to all fiber ONTs?
Einsam2012
When does a customer get turned off due to deliquency?
21 Days from invoice date
The network is down and it's 2am. Who do you call?
Pat!
How can you reset a customer's billing password for them?
Account Dashboard > Contact > Edit > Toggle password.
Will accept going to billing.avative.com and select "change password" typing in customer email
Walk me through checking my WiFi adaptop specs. (AX vs AC vs B/G/N etc.) WINDOWS COMPUTER
Network & Internet Settings > Wi-Fi > Hardware Properties > Description
Name 1 ONT device we CANNOT throttle?
RB4011, wAP 60G
How do you enroll a customer in paper billing?
Account > Billing > Billing Configuration > Edit > Check box for "print invoice"