ISP Speed Troubleshooting Guide

Agent Guidance - Initial Contact

Start with:

"Thank you for calling support. Can you please help me with your client ID number?"

If client doesn't know their ID:

"No problem! Can I have the phone number or email address on your account?"

Client Information

Client ID

Service ID

FNO Type

Package Speed

Agent Guidance - Problem Definition

Ask These Questions:

"When did you first notice your internet was slow?"
Follow up: "Was there anything that changed around that time?"
"Which devices are having problems?"
Follow up: "Do all devices have the same issue?"
"Is it slow all the time, or only at certain times?"
Follow up: "What time of day is it worst?"

Issue Details

Device Scope

All Devices Every device is affected, including wired connections WiFi Only Only wireless devices are affected Single Device Problem is isolated to one device

Time Pattern

Constant Issue persists all the time Intermittent Issue comes and goes randomly Specific Times Issue occurs at predictable times

Additional Details

Agent Guidance - Speed Test

Required for Testing:

A laptop or computer (not a phone)
An internet cable
Access to the fiber box (ONT)

Guide the Client:

Disconnect router's cable from fiber box
Connect laptop directly to fiber box
Close all programs except browser
Temporarily disable antivirus
Use speedtest.net and select Reflex server

Speed Test Results

Download Speed (Mbps)

Upload Speed (Mbps)

Ping (ms)

Packet Loss (%)

Jitter (ms)