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The calls we get and the procedures to follow :

installation call :
call opening
verified the acc
helped with the cx issue
10-12 days for over all installation and its 4-6 calendar days we will be processing by manual
orders and checking line in area and technician availability .
or also ask the preferred time for the tech to come.
if the at&t call just put a support call log and if we happen to talk to cx so create a case .
if it is a successful installation that vendor has called and we don't reach the cx create support call log.
if its an utt update or an tech update document on utt and create a support call log .
and finish call

tech support call :
call opening
verified the acc
cx said unable to browse internet
probe the cx ?
if wireless ask how many devices id it connected it to ?
and check with the modem he uses
ask about the light status of the modem
and place the call of the cx
do the trouble shooting of the modem (unplug, plug in.)
and still unable to use the internet
so check with the vendor and put the cx on hold and call at&t and have a run line check .
get back and still a problem and tell that a technician will come with the given date and time .
and anybody above 18 yrs above should be there for the installation and confirm this with the cx .
and confirm with at&t .
and help the cx with the confirmation id
and finish call
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Regards; Team

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