Cyber Services

Issue: Customer having phone issuesPhone would receive calls but outgoing calls would drop Customer called in several times over a period of two months to report about an issue with her phone serviceHer phone would receive calls, but outgoing calls would drop the connection We responded and dispatched a Tier technician multiple times to troubleshoot her issue Each time our technician verified that our equipment at her location was working properly The issue was escalated to our Tier support Tier verified that our system was working properly To compensate the customer for her issues that we could not resolve, we provided the customer two months of credit Then on March 28, our Tier technician returned to her apartment to troubleshoot again This time, the customer informed our technician that she had a Life Alert system which her son had hooked up prior to her experiencing the service issues Our technician discovered that the Life Alert device was hooked up incorrectly and this was causing the customer’s issues Our technician corrected the Life Alert installation The customer has not reported any issues since the Life Alert issue was corrected The issues that Cheryl Lang experienced were not the result of our phone equipmentThe issues were centered around the incorrect installation of the Life Alert System The credit that was given to the customer will be honored even with the outcome of the issue

Issue: Customer having phone issues. Phone would receive calls but outgoing calls would drop   Customer called in several times over a period of two months to report about an issue with her phone service. Her phone would receive calls, but outgoing calls would drop the connection.   We...

responded and dispatched a Tier 1 technician multiple times to troubleshoot her issue.  Each time our technician verified that our equipment at her location was working properly.  The issue was escalated to our Tier 2 support.  Tier 2 verified that our system was working properly.  To compensate the customer for her issues that we could not resolve, we provided the customer two  months of credit.   Then on March 28, our Tier 1 technician returned to her apartment to troubleshoot again.  This time, the customer informed our technician that she had a Life Alert system which her son had hooked up prior to her experiencing the service issues.  Our technician discovered that the Life Alert device was hooked up incorrectly and this was causing the customer’s issues.  Our technician corrected the Life Alert installation.  The customer has not reported any issues since the Life Alert issue was corrected.   The issues that Cheryl Lang experienced were not the result of our phone equipment. The issues were centered around the incorrect installation of the Life Alert System.  The credit that was given to the customer will be honored even with the outcome of the issue.