IQ-12

Tell Customer you are notifying our escalations department because the customer appears to be experiencing repeat service issues.

Vendor: Submit throught WO and RT ticket in teams
Coudersport/local office Send email to Escalations and CSR supervisors.

esccoordinators@zitomedia.com
csrsupervisors@zitomedia.com

Include the account number in the subject and as much information from the customer as possible about the service issues they have been experiencing.

1. Customer’s description of the issue
2. What is the customer doing when they notice the interruption? WiFi calling? Video chatting? Gaming? Streaming? General browsing?
3. How frequently does the service drop?
4. When it drops, how long is it usually out?
5. Is a reboot required to bring it back online or does it come back on its own?

!CONTINUE TROUBLESHOOTING PER NORMAL PROCESS!