Sign in
Find the account
Say:
Existing customer
Type the caller's email, phone number or service address. Do not ask for a Social Security number, date of birth or ID.
| Name | Email on file | Role | Status |
|---|
Pick the person whose name fits what the caller told you. The code goes to the email on file for that person.
New customer
Click Place an order. The customer pays through a link you email them.
New customer instead?
Enter the code
Say:
Check the address and phone
Say:
Compare what the caller says with the account. Do not read these out loud.
Say:
Tools
Sonar, Plume and COS open in a new tab.
Notes
Saved on the Sonar account with your rep name.
Plume check
Still read in Frontline
- Update installing or failed: Timelines, Firmware Time Machine
- Restarting by itself, and the reasons: Timelines, Reboot Time Machine
- Alarms and QoE score: Health Check
- Signal strength and interference: Devices, RSSI and Interference
- Extender link strength: Tech Dashboard, Backhaul RSSI
- A device flipping between rooms: Timelines, Recent events