Notes

Troubleshooting
1- We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 15 seconds. You should see the lights on the device turn off and start
2- We need to restart the modem, please unplug the power cord and plug it back in after a minute. Please let me know once the lights on modem are on.
3- I will run a system check to verify the status of your account and equipment. It should only take a minute for the results.
4- Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.
Probing:
1- Are you using a wireless or wired internet connection?
2- Please share the light status on the modem.
3- Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
4- Since when are you experiencing this issue?
5- Were there any troubleshooting steps done before you contacted us?
Tech:
1- We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.
2- What is the preferred date and time for the technician visit?
3- Thank you for your patience. Unfortunately, I can't find an earlier time. I'll escalate this issue for you to see if an earlier date is possible. May I please have a callback number and the best time to reach you?
4- You will also get an email with all the details of appointment scheduled.
5_ We have performed all the troubleshooting steps that we can do on call, in order to resolve your concern, we will
have to schedule truck roll. Once the technician visits your home, issue would be resolved.


Acknowledgement:
1- Let's go ahead and troubleshoot the internet issue for you.
2- I am sorry for this. I definitely will make sure that it gets addressed immediately.
3- I apologize for the inconvenience. Let me help you right away with your issue.
4- I apologize for the issue you are experiencing with internet services. Let me quickly take care of this.
5- Let's go ahead and troubleshoot the cable issue for you.

Additional assistance:
1- Do you have any other questions or concerns I can help you with today?
2-In the meantime I can certainly help you answer any questions not specific to the account today.
3-Is there anything else I can assist you with before I transfer you to the correct department?
4-Is there anything else I can assist you with?
5-Do you have any other questions or concerns in regards to your account and once again I really apologize that today on this chat we are unable to assist you. Your account security is my top most priority.