Reception HQ Call Flow Customer AccountA Plus Pediatrics East Grand HighwayACA Insurance AdvisorsAcorn Tax & WealthAdvanced Podiatry SpecialistsAffordable Tire & AutoAire MastersAlbert AntoineAll Cats ClinicAllstate Ordway InsuranceAltamonte Pediatric Associates Lake MaryAltamonte Pediatrics Altamonte SpringsAltamonte Pediatrics ApopkaAP MotorASP Americans Swimming Pool CoAssure Home FundingAtlantis Senior LivingAuto MartAuto SonRiseBernard SchwingBG RanchBlackburn Enterprises of OcalaBlackhorse Real EstateBounce n PlayBradley TaylorBrent ORDWAYBriased OnionBrook Ledge Horse TransportCadre Healthcare Realty AdvisorsCaladium PediatricsCals BarberCamelot Chateau Assisted LivingCarcamo Pediatrics OrlandoCarcamo Pediatrics OviedoCartigliano ArtsCentral Florida LawCentral Florida Realty Team at Home Run RealtyClinical Imaging SystemsCombined Insurance Services INCComprehensive Financial AdvisorsComTechConnie ThomasConnor CockfieldCraig ClarkCreative EnergiesDave CurranDavid VanSlykeDebs Tax Service LLCDenali Property ManagementDiana MillerDigital Strength SolutionsDignity CounselingDr PhilipsDunmore Law PAEggs Over EasyElite Floor CraftersEnglewood PediatricsFakhoury Medical CenterFerguson & Associates Equine HospitalFoliage Design Systems IncFrank GrayFrank LewisGenericGilberts HardwareGood Nature PetsGood Time PrintingGooden ElectricGorgeous FloorsGrace Surgery CenterGreatchoice Data CenterGriffin InsuranceHeartland PediatricsHills Shred ExpressHispanic Business CouncilHolding HoldingHome Run RealtyHome Town Electric and AirHomevestorsHope Health & WellnessHumane Society Thrift Store of Marion CountyIntegrated Resource TechnologiesIra Fialko dba Premier Pediatrics CoastalIvonne Fuentes Trans AmericaJane MoerlieJanus & Curran PLLCJennifer TynanJoe SenkovichJoe SparacioJoes Discount TireKaren MuellerKeep It CoolKelly White DigitalKids Health Alliance, PAKings EmbassyKnight Storage TrailersLady Lake Senior LivingLake Blue View LLCLake Worth Chiropractic & WellnessLeeann WickettLemieux DiamondsLinda PetzLion's Lair BoutiqueLive Oak StudLoch Harbour Village CondominiumMark DallyMark GellerMark MoellingMartin's YamahaMary Ann ErmatingerMayfair Trucking IncMedOne OcalaMedOne St AugMichael Carroll Insurance AgencyMount Sinai Medical CenterNESO PharmacyNina HarrisOcala Hears AudiologyOrmand PedsPaddock Park Animal HospitalPalmetto Medical CollegePat GervinPat Myers ElectricPatricia GeatchesPatricia ThomasPatrick WagnerPediatric Associates - Bartram ParkPediatric Associates - SanfordPediatric Associates BloomingdalePediatric Associates Boca RatonPediatric Associates Boynton BeachPediatric Associates Chapel TrailPediatric Associates Citrus ParkPediatric Associates Clearwater PediatricsPediatric Associates ClermontPediatric Associates Coconut CreekPediatric Associates Coral GablesPediatric Associates Coral SpringsPediatric Associates DoralPediatric Associates Dunn Ave InnovaCarePediatric Associates EdgewoodPediatric Associates Fort Caroline InnovoCarePediatric Associates Fort Lauderdale NorthPediatric Associates HialeahPediatric Associates HollywoodPediatric Associates JPA Main StreetPediatric Associates Jupiter/PGAPediatric Associates Kids Care PalatkaPediatric Associates Lakeland HillsPediatric Associates Miami BeachPediatric Associates Miami LakesPediatric Associates Midtown MiamiPediatric Associates MiramirPediatric Associates North MiamiPediatric Associates Ormand BeachPediatric Associates Parkland Specialty CenterPediatric Associates Port St Lucie WestPediatric Associates Royal Palm BeachPediatric Associates SunrisePediatric Associates Tampa Bay RiverviewPediatric Associates TrinityPediatric Associates West Palm BeachPediatric Associates West VolusiaPediatric Associates Westchase PediatricsPediatric Associates Winter HavenPeds NEPremier Pediatrics - Dunnellon OfficePremier Pediatrics ForrestPremier Pediatrics Ocala OfficePrestige Auto SalesPrevidi GroupPrime Logistics Partners INCPure Energy OcalaRadcliffe EngineeringRamunno Law Firm PARanch BGRed Fern Pet LodgeRenaissance RoomRenewal Primary CareRestoration TherapyRevealing Truth MinistriesRich O'BrienRichard PerliniRitz Eye CareRocky TelescoRoma's Italian RestaurantRon Lorg Allied Resource TechnologySalt Springs ResortSamme MatthewsSofian StudioSonrise AutomotiveSouth Lake Pediatrics Citrus TowerStacy FurgangStandley Pest ControlStephen AntoineStone Creek Senior HealthStraightline ConstructionStraightline Construction - GCSuncoast PediatricsSunshine Medical ClinicSunSolutions Insurance AgencySuzanne SloweyTeresea KossickThe Crane Financial GroupThe Dennis GroupThe Ora ClubhouseThe Shipping PostThe White ElephantTotal Care BillingUrology Care of Central FloridaViceroy Home ServicesVirginia PriceVista Lake Assisted LivingVista Lake NetworkVocal for PetsWash A HouseWear GlovesWest Oak DevelopersWill PetenbrinkWillmitch ChiropracticWomen's Pregnancy CenterCompany/Name(Required)Callers NamePhoneEmail(Required) Call TopicComputer SupportBusiness Phone System SupportSales InquiryBroadband Cellular Internet Issues/SalesOtherEmergency Call?(Required) Non emergency Emergency Call Reason For Call (Phones) *PICK THE PROPER REASON*No Phone Service *ENTIRE SITE OFFLINE*Has service but some phones not registeringCannot Call Specific NumberTrying to dial VoicemailAudio IssuesOtherReason for Call (Tech Support)Not Listed/OtherNo InternetWifi Not WorkingServer Connection IssuesError MessagePrinter IssuesWhich Computer?Items to check (No Phone Service)(Required) Internet connection is confirmed Are any phones in the office working? Check box if yes Ask Customer the Following (Some Phones Not Registering)(Required) Other phones are working Phone in question has power Computers have internet Only select the true statementsList phone number(s)Voicemail Access (Based on Ext #) 2 Digits - 99 3 Digits - 999 4 Digits - 9999 What type of audio issue Garbled Choppy Robotic Dropped Audio Static Does it happen on 1 or more phones? Only 1 phone Multiple Phones Change Handset Phone Cord Fixed Issue Issues Not Resolved Does not have replacement available Perform a Speed Test - Instructions below choices Download under 10mbps Download >10mbps but less than 50mbps Download >50mbps Have customer open a web browser and go to speedtest.net and perform a speed testAudio Issue on Every Call? Yes No Make Test Calls Have Customer Call 804-222-1111 Listen to the voice prompts and press 3 to enter the voice echo test They can talk and test the audio back and forth. This can test, one way audio, gardbled or others. Note results of the test REASON: Customer Has Intermittent Audio IssuesDescribe the reason for calling (Phones Other) *Asking for a callback without information will not get a call back-NEED SPECIFIC REASON(Required)Did customer call their ISP? Yes - No Outage Reported No There is Internet because they can surf the web We need to confirm there is Internet at the locationDid the customer Reboot Router? Yes already done Unplug router for 10 seconds Plug router back in Wait 2 minutes to check Are the desktop computers online? Yes No Does the WiFi Name show up? Yes No WiFi Lights Blue or Green Solid Light Blinking Light No Light Have customer look at their access point. It is a white circle that is usually on the ceilingDid customer call ISP to confirm internet connection? (WiFi) Yes No STOP - No TicketCan other computers in the office connect? Yes No Check for Internet Connection Open a browser and go to Google Search for Stocks Search results were shown Search results were NOT shown Follow the steps in order. Check only what is trueSTOPDid Customer Call ISP for Internet Outage? (Server) Yes No STOP - No TicketSTOP - Create TicketWas it a Blue or Black Screen? Blue Black Pop Up Error Provide details of the ErrorWhat type of issue is it? Printing Scanning Is your issue related to our cloud server? Yes No Ask customer: Can You... Print/Scan outside of the cloud server connection? Print/Scan inside the cloud server but issues from a certain program? No printing at all Can Anyone print to the printer you cannot connect to? Yes No STOP - Create TicketSTOP - Create TicketWhat are you looking for? Desktop Laptop Servers Networking Equipment Office Support Phone Service Screen Size 14in 15.6in 17in Not Sure Hard Drive Storage 128GB 256GB 512GB 1TB or higher Memory 4GB 8GB 16GB or higher Do you need a monitor? Yes No Reason for CallingCurrent Phone ProviderCurrent Internet ProviderType of InternetDSLCableFiberOtherApproximate Monthly Invoice for Phone ServiceHow many phone lines including roll over lines do you have?What is causing you to to switch to a new phone company or what features are you looking for?What Is The Reason For The Call?(Required)No InternetSlow InternetNew Sales InquiryChanging Wifi or Router SettingsOtherNo Internet Checklist - Make sure customer has done or confirmed these steps Make sure they rebooted the modem after waiting 5 minutes The internet light is red not blue Have Customer Text Our Carrier Support Number to text is 855-445-9434 SIM # is on front of device to include in text Onsite support is available according to contract rate on sign up Slow Internet - Explain these points to the customer Do not continue to conduct speed tests Tower congestion should clear up in a few hours Cellular internet is not like a traditional cable company, the tower has an amount of data available and prioritizes based on whose connected Use testmy.net to conduct a combined speed test to see what speeds you are getting after waiting a few hours If speeds are stil really slow text carrier support 855-445-9434 and include the SIM # on the front of the device Sales Sign Up Have customer to go Fast Florida Internet . com and choose Onsite Evaluation If they cannot because of no internet fill it out for them. Go to FastFloridaInternet.com and choose Onsite evaluation If they want details you can read off our website the plans however until we know which plan is right for them Onsite Eval is needed Once we get the scheduled appointment we will reach out to them directly to confirm How to Change Settings in the device Have customer to go fastfloridainternet.com Click on Support at the top Click on the router image, this will take them to the FAQs where they can search how to change anything in their router If all else fails, submit a ticket to us and we will contact them directly Additional Information
