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Hardware Problem Call Flow

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26 views3 pages

Hardware Problem Call Flow

Uploaded by

kowkusato
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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No Internet Connection Call Flow

Agent: Thank you for calling customer service, my name is__ how
can I help you today?
Customer: Hello, this is [Customer's Name]. I'm experiencing
issues with my internet connection, and I believe it might be
related to a hardware problem.
Agent: Thank you for reaching out, [Customer's Name]. I'm here
to assist you. You’ve reached the right person, I can definitely help
you with that! I need to pull up your account, can I get your
account number and 4-digit passcode, please?
Customer: Sure, its 123456789, pass code 1234
Agent: Thanks for the Infor, Robert, while I’m pulling up your
account, could you please provide more details about the specific
hardware issue you're encountering?
Customer: Sure, I've checked my router, and the lights seem to be
off. I've tried rebooting it, but the problem persists.
Agent: I appreciate you troubleshooting on your end. Let's go
through a few more steps. Can you confirm if other devices in your
home are also unable to connect to the internet?
Customer: Yes, none of my devices can connect. It's been like this
for a few hours now.
Agent: Thank you for confirming. It's helpful information. To
further diagnose the issue, could you please let me know the
make and model of your router?
Customer: It's a [Router Brand] model [Model Number].
Agent: Great. Let's try a few more steps together. Firstly, please
check if the power cable is securely connected to the router. Also,
ensure there are no loose connections.
Customer: I've checked, and everything seems secure.
Agent: Thank you for confirming. Next, let's try a power cycle.
Please unplug the power cable from the router, wait for 30
seconds, and then plug it back in. Let me know once you've done
that.
Customer: Okay, I've unplugged and plugged it back in.
Agent: Thank you. Let's give it a moment to fully reboot. While
we wait, is there anything else you've noticed or any additional
information that might help us identify the issue?
Customer: No, I haven't noticed anything unusual. The internet
just suddenly went down.
Agent: I appreciate your cooperation. Let's see if the power cycle
resolves the issue. If not, we'll explore further options. Please let
me know once the router has finished rebooting.
Customer: done, all the lights turn solid green
Agent: Please try to check the connection, let me know if you are
already connected to the internet.
Customer: All good, all my devices already connected to the
internet. Thank you!
Agent: I’m glad that I was able to help you with your concern,
today. Is there anything else that I can help you with?
Customer: no, I’m good
Agent: Thank you for calling customer service, my name is__ have
a great day!

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