Call Flow AT&T
Call Flow AT&T
Thanks you for calling AT&T technical support, you´re speaking to __________. May I
have your name
Ok Sir / Ma’am , Please Tell Me, How Can I Help You Today?
Call flow
Ok I gonna start troubleshooting now, first thing I´m going to do is to check for outages in
your área and for that I would need to pull up your account number.
May be the issue is your Modem or your device. And in order for me to know which is the
problema I going to ask a series of questions to diagnose the problem is that ok? (WAIT
FOR THE ANSWER)
Can you tell me the colors of the indicators lights from each of those
Could you tell me in which parts are in red is it internet
Flashing red at the back of your modem do you see a black cable it´s connected to a port
that says POWER
Perfect, So unplug that for at least 30 seconds, now all lights from should be off, right?
Could you do me a favor and check if the cable connected to your cpu is the same
cable connected to your modem?
Of course, but Before we proceed to the more complicated steps it´s advisable that we
confirm the basic step. So it´s your cable connected properly plugged is not loosely plugged
or frayed or twisted in any way could check that for me?
If that very reason why it is not working could you try plugging it in properly
Possible reasons
Modem issue
Non payment
Outage
Device issue
An issue that only a technician could solve
Ask the customer if he/she can try to turn off the modem, wait a
few minutes and then, turn on the modem again.
Check the payment without the customer know it
Ask for his/her account number, full name, phone number, service adress, and
zipcode and invent an excuse like check if there is outages in his/her área.
Ask if the modem is located in an open área avoiding objects interfering,
Review the connection from the modem to cpu and vice versa
If the customer says that those things didn’t work, The last thing
to do is set up an appointment to send a technician and solve that
issue, because a technician can see if the problem is that the
decoder is broken or it’s old and it should be replaced.