Issue having a new internet home. Are you signup. Residential When they are trying to Not active on his end. Did not let him click cruise He now trying to log In to another web browser in another device. Name of Caller: Berihu Getphew Service Location: Address: 615 Creekview Ln Lavon TX 75166 USA Call back number: 2145607507 Email Address: menpelen@yahoo.co.uk Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Mitch Ticket # 278838 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Verge 6 account a security camera a direct Log in the on WIFI Password. Incorrect password She mentioned that she Is not trying any apps just connecting it to the WIFI. Resident is trying to connect her security camera on the WIFI.Error Name of Caller: Araya Patterson Service Location: WVHUVSA] The Village on Sixth Avenue Address2101 Sixth Avenue Bldg 7 Apt 7-732 HuntingtonWest Virginia (US)25703 United States MDU Unit #: MDU Building #: 7 Call back number:(681) 385-1261 Email Address: arayapatterson50@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): MAC ADDRESS: Key Questions Asked (Probe): What is the error message? Incorrect password Is this your first time calling pavlov? No. What network are you trying to connect? WIFI 2.4Hrz 5GHrz. Trouble Shooting (List steps in bullet point form): Provided the password & Tried the password JUst did the camera Orlo General MAC: fc 9c 98 8f e5 63 Resolution: Recap: N Survey: N Name of Person Transferred to: Mitch Ticket # #381617 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue regards yesterday WIFI - student apartment. # 381428 Name of Caller: Laila Pann Service Location: [TXHOFOR] University Forest Address: MDU Unit #: 3 MDU Building #: 3 316 Call back number: 3462810710 Email Address: lailapannell123@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y/N Link to Houston Account (Paste Link):N/A MAC ADDRESS: N/A Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form):N/A Resolution: Created a ticket for the different concern regarding pro rate. Advised the resident that they have to get back to their property manager as this is part of their rental agreement. Recap: N Survey: N Name of Person Transferred to:N/A Ticket # #381625 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I have the power outage this morning flasing red. Name of Caller: Landon Webb Service Location: TXLA616NEDADR Address: 616 New Dawn dr. Lavon Texas 75166 MDU Unit #: MDU Building #: Call back number: 9188146246 Email Address: landonwebb@cox.net Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Morning Is this your first time calling pavlov? Yes What network are you trying to connect? Is it WIRED or WIRELESS?Both How many Ddvice affected? Trouble Shooting (List steps in bullet point form): Tried to unplug and replug. Have you also restart The router is not Have restrated the router. Make Router - Giga spire Blast ONU MAC - b8 94 7d 70 7c 9f 1. Resolution: Transfer to Tier 2 since the issue persist. Recap: N Survey: N Name of Person Transferred to: Mitch Ticket # #381631 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue WIFI doest work. ALL the devices. Name of Caller: Traylan Thompson Service Location: Pair View University Address: 240 East M Norris Street Bldg 53 Apt 212 Prairie ViewTexas (US)77446 United States MDU Unit #: MDU Building #: Call back number: 8178295347 Email Address: traylanthompson1@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=a93676f5-e905-4078-b38e-a0350801d9ac Make and Model: PS 5 MAC ADDRESS: cable 9c: 37: cb:24:d2:a6 d4:0a:d8:8f:0e:8d Key Questions Asked (Probe): What is the error message? Connected but can't access. When did the issue begin? Yesterday morning. Is this your first time calling pavlov? 2nd time What network are you trying to connect? WIRELESS? Trouble Shooting (List steps in bullet point form): Try to disconnect and reconnect to the 2.4Ghz Still not connected Try to disconnect and reconnect to the 5HGhz - Connects on the cable but can't access the internet. Added the device MAC on the residents account. Did not work. Verify the email of the residents to add 5 more devices. Resolution: Transfer to Tier 2 since the issue persist. Recap: N Survey: N Name of Person Transferred to: Mitch Ticket # #381635 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>Issue Resident reported no internet connection. Name of Caller: Charlie Mills Service Location: The cottages @ Address: 2524 Winter Park Ln HarrisonburgVirginia (US)22801 United States MDU Unit #: MDU Building #: Call back number: 5408201056 Email Address: cm3.mills@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link):N/A MAC ADDRESS: Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form):N/A Resolution: Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood Recap: Y Survey: Y Name of Person Transferred to: N/A Ticket # 381691 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I was cap Apartment. Working internet. WIFI Coud get IP address. Name of Caller: Dew Patel Service Location: TXHOCAM Address: 4444 Cullen Blvd HoustonTexas (US)77004 United States 822 77004 MDU Unit #: 822 MDU Building #: Call back number: 8326776553 Email Address: rantupatel@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): MAC ADDRESS: Key Questions Asked (Probe): Make Model: Galaxy 8: What is the error message? Coudn't get IP address. When did the issue begin? Since Monday Is this your first time calling pavlov? No What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): N/A Resolution: - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood Recap: Y Survey: N Name of Person Transferred to: N/A Ticket # 381710 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Attached tv to 2 different coax and neither work NO channels. Name of Caller: Ben Bender Service Location: Address: 41 S Shannon Rd Tucson, AZ 85745 MDU Unit #:8108 MDU Building #: Call back number:5635902550 Email Address: benderb76@yahoo.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://houston.pavlovmedia.net/#/widgets/user-search-diagnostics?query=Ben%20Bender*~ Make and Model: Emerson TV MAC ADDRESS: Can provide the MAC address. Key Questions Asked (Probe): What is the error message? Service appears to be not active here and should be Is this your first time calling pavlov? What network are you trying to connect? WIRED Trouble Shooting (List steps in bullet point form): Resident did physical damage. - channel scan - Power cycle the TV Resolution: Advised the resident that I will be moving his ticket to Tier 2 since the issue persist and seems that he doesn't want to do some other basic troubleshooting steps. Did not try to unscrew the coax. Resident asking for a Technician. DIsh provider. Recap: N Survey: N Name of Person Transferred to: N/A Ticket # 381727 Queue: Maria Encio Type: Session Time in this Queue: 0:49:34 Time in the System: 0:51:06 Customer Name: Ben Bender Computer Name: Operating System: Android Click-To-Chat Support Issue: Television Service Uptime: Not Available Public Site: Default IP Address: 68.180.16.25 Company Name: Company Code: Details: Attached tv to 2 different coax anf neither work External Key: (07:57:12) This session has been transferred to Maria Encio. (07:57:20) You said: Hi There! (07:57:26) Ben Bender said: Hi (07:57:56) Ben Bender said: Can you make sure the tv service is active at my new home? (07:58:49) You said: I Understand that you need to connect your TV in the internet. Am i correct? (07:59:24) You said: Thank you for reaching out to Pavlov Media Chat Support. I understand that you're experiencing issues with your internet connection, is that correct? (08:01:40) You said: Hi still there? (08:01:53) Ben Bender said: Hello? (08:02:52) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address g. Make and Model of the TV (08:03:18) Ben Bender said: Ben Bender (08:03:25) Ben Bender said: 5635902550 (08:03:30) You said: Can I also have the MAC Address of the TV. Please Let me know if you need help in finding the MAC Address? (08:04:00) Ben Bender said: 41 S Shannon Rd Tucson, AZ 85745 (08:04:05) Ben Bender said: Apt 8108 (08:04:22) Ben Bender said: benderb76@yahoo.com (08:05:17) You said: Thank you so much for those information. Let me check your profile here. give me a moment 1- 2 minutes. (08:06:12) You said: Do you have a unit and building number? (08:06:12) Ben Bender said: TV is an Emerson (08:06:25) Ben Bender said: I said apt 8108 (08:06:56) Ben Bender said: Maybe building 8? I dunno (08:07:09) Ben Bender said: Just moved in today (08:07:30) You said: I see. Thank you. Can I have the MAC address of the TV? (08:08:18) Ben Bender said: Ummm... whats that (08:08:56) You said: Its the ID of the TV. No worries since you have me on the chat let me get through it. (08:09:33) Ben Bender said: Ive connected to 2 diff coax bases and neither worked when programming channels (08:10:08) You said: I see. May asked if any other devices are affected aside from your TV? (08:11:20) Ben Bender said: No (08:12:20) You said: Thanks. Lets do basic troubleshooting, if the issue persist let me provide other options here. How's that sound? (08:13:35) Ben Bender said: Pk (08:13:37) Ben Bender said: Ok (08:15:30) You said: Have you tried to power cycle the TV, Ben? (08:15:36) Ben Bender said: Yes (08:16:05) You said: Can you go to the Menu of the TV? Let get the MAC address, pls. (08:16:22) You said: Or Settings of the TV. (08:17:27) Ben Bender said: Now attempting a 3rd coax base (08:17:55) Ben Bender said: At 15% 0.channels found (08:19:30) Ben Bender said: 25% 0 channels (08:20:03) You said: I see. you are checking channels. (08:20:38) Ben Bender said: Yep (08:22:30) Ben Bender said: 45% 0 channels (08:22:41) You said: May I ask Ben is there a cable box between the TV and the wall jack? (08:22:51) Ben Bender said: No (08:23:05) Ben Bender said: There is not (08:23:26) Ben Bender said: Wall jack to tv (08:24:14) You said: Have you also tried to unplug/ unscrew the coax cable to the TV and put it back? (08:24:16) Ben Bender said: Scanning both analog and for digital channels (08:24:38) Ben Bender said: 80% 0 channels (08:25:02) Ben Bender said: And 100% strike 3 (08:26:27) You said: Is it still no channels? (08:26:40) Ben Bender said: Service appears to be not active here and should be (08:26:48) Ben Bender said: 0 channels (08:27:26) You said: Have you also tried to unplug/ unscrew the coax cable to the TV and put it back? (08:29:45) Ben Bender said: Need a technician stat please... (08:31:08) You said: I understand. I sincerely apologized for the inconvenience . Let me go ahead and transfer this ticket to our Advance Technical Support. Since the Issue persist. (08:31:33) You said: Let me provide your ticket number here. #381727. (08:31:59) Ben Bender said: When will someone be coming? (08:32:44) You said: Please be advise that someone will call you back within 24 hours. (08:34:54) You said: Since I have already move the ticket in our Advance Technical Support. Is there anything else I can further help you with? (08:38:17) You said: Ben still there do you need further assistance aside from this issue? (08:38:39) Ben Bender said: No... i need more than a ticket number though (08:40:51) You said: I understand. like what have I mentioned I have moved your ticket to our Advance Technical Support to further assist you since we have done all the necessary basic troubleshooting, Ben. Please expect a call back within 24 hours. Thank you so much for your patience on this. (08:42:56) Ben Bender is offline. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident want to know about the prices first before she sign Up. Name of Caller: Elisha Ellsworth Service Location: Address: 2104 Millwood Dr Corinth Tx MDU Unit #: MDU Building #: Call back number: 940-395-2875 Email Address: emzn_02@yahoo.com Resolution: Advised the resident that I will move her concern in our AMG for further assistance. Will receive a call back within 24 hours. Ticket # 278838 Queue: Maria Encio Type: Session Time in this Queue: 0:39:59 Time in the System: 0:40:09 Customer Name: Elisha Ellsworth Computer Name: Operating System: macOS Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 68.191.211.58 Company Name: Company Code: Details: Looking for new internet External Key: (08:09:02) This session has been transferred to Maria Encio. (08:09:26) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (08:10:11) Elisha Ellsworth said: Hi we are looking at signing up for the 1gb internet but would like to know total cost fees and taxes included (08:11:13) You said: Thank you for choosing Pavlov. I am more than happy to assist you signing up. (08:11:26) You said: o properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (08:12:03) Elisha Ellsworth said: Elisha Ellsworth 940-395-2875 2104 Millwood Dr Corinth Tx emzn_02@yahoo.com (08:13:18) You said: Thank you so much for these information. (08:14:05) You said: Lets go ahead and try to sign up. Let me provided you more information before i give you the sign up page. (08:15:16) You said: Once you sign up it will requires you to create your account. Here is the web site link. signup.pavlovmedia.com (08:16:05) Elisha Ellsworth said: I’d like the price upfront (08:17:16) You said: I understand Let me provide you 2 options here. (08:18:11) You said: First, when you signup and check the serviceability. It will direct you to a page where you can check the different packages. (08:19:23) You said: Second option is I will move your concern to our Account Management Team for you to receive a call back to discuss the packages. How's that sound? (08:19:36) Elisha Ellsworth said: Second option please. Thank you (08:19:55) Elisha Ellsworth said: I’m not signing up until I know final price (08:21:09) You said: Thank you so much. I understand. Let me now move this to our Account management Team. Please expect a call within 24 hours. (08:21:16) Elisha Ellsworth said: Thanks (08:21:18) Elisha Ellsworth is offline. (08:26:25) Elisha Ellsworth has left the conversation. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I trying to create an account for an internet service. I just move in. Name of Caller: Lacy Collier Service Location: The nest Address: 803 Tenesse MDU Unit #: 803 MDU Building #: Call back number: 423) 345-2014 Email Address:ljcollier05@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/devices?mimic=dfe69b9a-242b-498c-9ca7-7f46d43cd2ca Key Questions Asked (Probe): Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Provided the registration web site. Check if the Mac Randomization is on - Toggle it off Disconnect and reconnect back to the Network. 5GHz The nest Provided the WIFI Password. 8884nest Advised to try any website to make sure that the he is connected. Advised to toggle off the WIFI Address once in the apartment to make sure that he is connected to the pavlov network. Make and Model: Iphone 12 MAC address : 08: c7: 29:69:1d: d4. Resolution: Resolved by registering the device on the network and checking if private WIFI is off. Recap: Y Survey: N Name of Person Transferred to: N/A Ticket # #381734 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I had a credit card change and I forgot to i see. Customer did hang up due to in a hurry. Did not push on their end. >>>>>>>>>>>>>>>>>>>>>>>>>> Issue Concern about the charges about you have the, charge for the 2 gibait. Name of Caller: Colton Collins Address:3204 Stonewick Dr CorinthTexas (US)76210 United States Call back number: 972) 821-6927 Email Address: politicsgaming@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/dashboard?mimic=8f19db2e-c9f5-48dd-a204-6a6c325d7359 Make and Model: N/A MAC ADDRESS: N/A Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form):N/A Resolution:T ransfer to Fttx- AMG as this is regarding to changes on thier charges and gigabit Recap: N Survey: N Name of Person Transferred to: FTTX- AMG for assistance on billing and changes in account. Ticket # 385491 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue We got the service today. Full house internet the middle of the house. I see. a while ago did the installation No internet to Reinstallation. Name of Caller: Brett Harrison Service Location: [ILOA301SSCST] 301 S Scott St Address: 301 S Scott St OakwoodIllinois (US)61858 United States Call back number: 2172609657 Email Address: harrison.brett@sbcglobal.net Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y Survey: N Name of Person Transferred to: Treansfer to Tier 2 since he would like be Ticket # #385566 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident got new internet service set today. With 2gigabit however as per the technician because of the equipment it has it only 1 gib. per person use at the same time. Our technician trying to figure out supervisor as per the resident what he realized what the walljack output that pavlov uses install not compatible with the 2 gigabit. The only way to access faster on the hardware that allows is to get 5 gb resident was wondering if they can get the 5 gib? Name of Caller: Robin /Marcos Carbajal Address: 233 Waterview court Hickory creek, Texas 75065 Call back number:: (214) 284-8685 Email Address: marcuchios@yahoo.com/ robinsreadingrx@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: N Link to Houston Account (Paste Link): Key Questions Asked (Probe): When is the service happen? Today Is this your first time calling pavlov?yes What network are you trying to connect? Is it WIRED or WIRELESS Trouble Shooting (List steps in bullet point form): Resolution:Transfer to FTTX- AMG Recap: N Survey: N Name of Person Transferred to: Ticket # #385587 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Resident reported she cannot connect/ Set up her Xbox Series X on WIFI. Name of Caller: Jamie Minor Service Location: [COEVGRO] The Verge Greeley Address: Address 3202 11th Ave 3242 527 EvansColorado (US)80620 United States Call back number: 9705730921 Email Address: jamieminor08@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: Xbox Series X. MAC ADDRESS: Can't open the settings as it was not connected to the WIFI. Key Questions Asked (Probe): What is the error message? trying to set up. How Many devioces are affected? Only the Xbox When did the issue begin?Today Is this your first time calling pavlov?yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form):N/A Resolution: Advised the resident to try to access via wired as it is available on the unit. Mentioned to buy an ethernet cable to access wired connection. Resident mentioned that once she be able to get the MAC Address she will just call us back. Recap: Y Survey: Y Name of Person Transferred to:N/A Ticket # #385601 Issue Im dorm trying connecting the TV to the WIFI. what else. Name of Caller: Marlene mombela Service Location: Address: 409 East Chalmers 1610 ChampaignIllinois (US)61820 United States Call back number: 3128437856 Email Address: mombelamarlene2@gmail.com Website Link Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link): Make and Model: TCL RUKU TV MAC ADDRESS: N/A Key Questions Asked (Probe): What is the error message? Updating a software Is this your first time calling pavlov? What network are you trying to connect? WIRELESS Other devices are working fine except fo rthe TV? Yes. Trouble Shooting (List steps in bullet point form): - trying to connect it updating the software. - Connecting to 5G Network - Power cycle the TV Resolution: Resolved by power cycling the TV and forget and reconnect back to the 5G network. Recap: Y Survey: Y Name of Person Transferred to: N/A Ticket # 385728 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I am wondering technical customer care installation. 385646. Resident call us back as she was supposedlu transfered to AMG -Customer Service Hotline however, the department is already end of shift. Name of Caller: Tasha Anderson Service Location: [FLGA3805SW6TPL] 3805 SW 6th Pl Address: 3805 SW 6th Pl GainesvilleFlorida (US)32607 United States MDU Unit #: N/A MDU Building #: N/A Email Address: tashaanderson@mindspring.com Phone Number: (352) 256-7410 Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: Y Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/wifi-settings/0?mimic=1918eb0e-5f6a-4ba5-bec6-8eeee40fab86 Make and Model: N/A MAC ADDRESS: N/A Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form):N/A Resolution: Escalating this ticket number 385646 as the department is already ended shift. Fully documenting conversation with the resident below - She is requesting for a technicain or installer that can speak English beacause the one who did the installation was not able to communicate well. - She is requesting that changes as to where it should be place. - As well as concern as to how deep it should be buried. - Advise that she will receive a call back within 24 hours. - Asked for her most available time for a call back. It 9: 00AM onwards. She works from home. Recap: Y Survey: Y Name of Person Transferred to: N/A Ticket ##385646 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue 385740 Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Cameron Buckner Service Location: [INMUVIL] Village Promenade Address: 1623 W University Ave MuncieIndiana (US)47303 United States Call back number: 1 (765) 808-9288 Email Address: buckner485@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): - Make sure that he do have a connection however it is slow Trouble Shooting (List steps in bullet point form): - Asked the resident if he was able to go to the registration - Yes but still cant change his building number. Get the building and unit number. 117 A.- B 1 Resolution: Confirm that he was from a chat and was disconnected. he would like to update his unit number but it wont change on his own. - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood Recap: Y Survey: Y Name of Person Transferred to: N/A Ticket # 385740 >>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident residing the village Promenade. Resident reporting no internet / slow connection. Name of Caller: Lina blecic Service Location: village promenade Address: Address1623 W University Ave Apt 1-424 Muncie Indiana (US)47303 United States Call back number: :(219) 613-9419 Email Address: linablecic@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: N/A MAC ADDRESS: N/A Key Questions Asked (Probe): Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Resolution: - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood Recap: Y Survey: Y Name of Person Transferred to: N/A Ticket # #385745 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Im trying to set up wifi router with some paper, plug in a wall jack. on top of the set a password error Name of Caller: Angela Quayson Service Location: Avalon Place Address: 6676 blvd 61 08 San Antonia Texas. 78249 Call back number: 83237822553 Email Address: quaysonangela09@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: TP link Router. MAC ADDRESS: Key Questions Asked (Probe): FSAM MAC - 24- 2f -c0 - ab- 15- 44. WAN Light Stable - they are all green. - Forget and reconnect. - Interchange the ethernet. Living room - green and stable Kitchen area - Aparment What is the error message? No internet connection make sure. When did the issue begin? I just recieve 3 days. Is this your first time calling pavlov? Yes What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): - Provided the password. SSID: Avalon Place Passphrase: avalonresidents Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # 385751 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 8/17/2024 Issue resident is trying to change his address on his myaccount but it's not allowing him to change. Name of Caller: Samrudh Rao Service Locaion: Address: 4151 Wellburn rd. Bryan 77801 Aprt 3302 Call back number: (512) 713-5303 Email Address: samrudh.rao10@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe):N/A Trouble Shooting (List steps in bullet point form): tried to change from our end in houston Resolution: Recap: Y Survey: N Name of Person Transferred to: MDU Account Management Ticket #390814 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident trying to connect the TV to the WIFI. Name of Caller: Keerthi Rao Service Location: Vertex Apartment Address: 1050 S Terrace Rd TempeArizona (US)85281 United States Call back number: 4805443589 Email Address:Kra8 krao8@asu.edu Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=57407523-3a80-4d77-a49b-208b5ad46790 Make and Model: Toshiba MAC ADDRESS: 48:9e:9d:6d:2a:ef Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? No What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Adding the MAC address on her my account. And power cycle the TV. Resolution: Resolved by adding to her my account. Recap: Y Survey: Y Name of Person Transferred to: Ticket # 390835 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Connecting you the Phone Name of Caller: Tamary Lee Service Location: The verge Address: 11841 Jeferson Commons cr. 32826 Call back number: 3053708389 Email Address: tamarylee83@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): Make and Model: Iphone 14 MAC ADDRESS: 58:B9:65:C7:A5:D9 Key Questions Asked (Probe): What is the error message? Successfully but can't connect. Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Checked if the private wifi is off. Also power cycle the device. Guide to register. pavlovmedia.net -go to returning user. Resolution: Transfer to Tier 2 to since the issue persist. Recap: Y Survey: N Name of Person Transferred to: Ticket #390847 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident is trying is connect her tv to the internet. Name of Caller: Johnson Gina Service Loaction: [OKNOUGR] 2900 Student Apartments Address:2900 Oak Tree Ave NormanOklahoma (US)73072 United States Call back number:9183782770 Email Address: ginajones012@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): Make and Model: Rokus stick. MAC ADDRESS: A8:B5:7C:E0:BE:9D Key Questions Asked (Probe): What is the error message? None Is this your first time calling pavlov?Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Resolution: Resolved by adding the mac address to her myaccount. Recap: Y Survey: Y Name of Person Transferred to: Ticket # #390870 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue i cant connect the Smart TVand playstion to the internet. Name of Caller: Caleb Mann Servcie Loaction: [TXLUTOP] U Club Townhomes at Overton Park (Lubbock) Address: 2210 Glenna Goodacre Blvd LubbockTexas (US)79401 United States Call back number: thecalebrmann@gmail.com 8327737543 Email Address: thecalebrmann@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=3d8a9834-893f-4246-aae3-e9b496e536c4 Make and Model: PS5 MAC ADDRESS: 5C:a4:3c:62:2c:c6 Make and Model: MAC ADDRESS: Key Questions Asked (Probe): Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Turn of the PS and Added the MAC address on the myaccount. Still doesn't connect to the internet. Resolution: Transfer to tier 2 since the issue persist despite basic troubleshooting. Recap: Y Survey: N Name of Person Transferred to: Ticket #390889 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue can help me WIFI box is not working. Reset Password Name of Caller: Meriana Asanti Service Location: 203 E Austi champaign IL, 61820 Address: Call back number: 738375797 Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Sinc she is in a hurry Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # 390924 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Cant connect to the internet Name of Caller: Matthew Reinholtz Service Location: the Overlook TXNAGRO] The Overlook Nacogdoches Address: 1602 Cardinal St. 75961 Call back number: (225) 362-9972 Email Address: mathewreinholtz@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): How many devices are affected? All What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Resolution: Provided the register. pavlov media. com Recap: Y Survey: Y Name of Person Transferred to: Ticket # create a ticket >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue look after register cannot Name of Caller: Hector Martinez Service ZlocationTXARCCT] Centennial Court Address:801 Bering Dr Arlington TX 76013 Bldg. 1135B Arlington, TX 76013 Call back number: 7138362381 Email Address: hectorjrmartinez24@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=f77b13ec-c58f-45a8-8391-c7a270f9a190 Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Providing information on how to connect his devices by adding to his myaccount. Resolution: Providing the information Recap: Y Survey: Y Name of Person Transferred to: Ticket # Create a ticket. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Connecting TV to the WIFI. connected but can't You dont have account Name of Caller: Kaylin Benitez Service Location: 1879 hanville texas, 77340 Address: Call back number: 346 422-9962 Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Daughter checking Univeristy. Dorm Internet is WIFI. Name of Caller: Anshika Kedia Service Location: AZTEBAH] Barrett Honors Address: 1250 S Rural Rd Juniper Apt 109 TempeArizona (US)85281 United States Call back number: 4806767690 Email Address: anshikarani55@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Provided the password 5G Barrett Honors Barrett Honors Password for both: 8884pavlov Resolution: Was able to register as returning user. Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # 390963 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue just move in WIFI connected to my xbox. Name of Caller: Jordan Pena Service Location: Yugo Grove Address: 2101 Perenial lane 80526 Call back number: (720) 317-6494 Email Address: jordanjp05@icloud.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? It just the XBOX log in. What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Disconnected Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Jack Davis Service Location: Address: Call back number: 9795298334 Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Reported WIFI Outage in her area. Name of Caller: Samantha Massey Service Location: [ALTUCLT] The Cottages at Lake Tamaha Address: 745 Tamaha Trace NE TuscaloosaAlabama (US)35404 United States Call back number: (601) 708-3022 Email Address: samantha.a.massey123@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: N Link to Houston Account (Paste Link): Make and Model: n/a MAC ADDRESS: n/a Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form): Resolution: - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood Recap: Y Survey: N Ticket # 394663 DT >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue TV connected and its not connected in the Name of Caller: Henry Tkacik / PAtty Service Location: [PASCBRY] The Bryn Address:Inst Penny 16803 8 APT834 Call back number: 7243551475 Email Address: jtkacik@comcast.net Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: Y Link to Houston Account (Paste Link): Make and Model: Vidio V4K 50C-0809 MAC ADDRESS: Wlan mac E8:38:A0:DD:1F:77 Key Questions Asked (Probe): What is the error message? Connected but cant connect. Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS How many devices are affected? its just the TV Trouble Shooting (List steps in bullet point form): Forget and reconnect to network Power cycle the Resolution: Transfer Tier 2 for further Recap: Y Survey: N Ticket # 394690 Done Tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I had WIFI try to connect the Xbox and TV. Name of Caller: Bo Anestam Service Location: [COBOUVA] University Village at Boulder Address: Bldg B Apt 2302 BoulderColorado (US)80302 United States Call back number:5088466449 Email Address: boanestam@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=1911fdbd-4fc3-4f4a-8df5-318f1d464060 Make and Model: Xbox 1S MAC ADDRESS: F0:6E:0B:9F:7C:0D WLAN MAC- F0:6E:0B:9F:7C:0F Make and Model: Fire TV Hisense - 432D65F MAC ADDRESS: 38:1B:9E:5F:DE:CE Key Questions Asked (Probe): Are you in residential or apartment complex?Apart What is the error message? Can't connect Is this your first time calling pavlov? Yes What network are you trying to connect? WIRED/WIRELESS Trouble Shooting (List steps in bullet point form): Added the mac address on his myaccount. Power cycle the console and reconnect back to the network. - Error : Cant get to an IP address Waiting for the updates to be load. Error- Can't connect to the static IP address. Trying the TV Walk through with myaccount. Will just do it on his own. Resolution: Resolved by adding to the myaccount. Recap: Y Survey: Y Ticket # 394708 Done tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue The rise Sandiego Internet cut off in and out every hour. Name of Caller: Erik Pardo Service Location: [CASDCTP] BLVD 63 (STB: The Rive) Address: 4645 63rd St San DiegoCalifornia (US)92115 United States Call back number: 6266737521 Email Address: e.pardo2318@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/dashboard?mimic=a8d369cd-e0a0-47da-b3d5-1a8d499a08ff Make and Model: Router: Rently RKHTRIO1 MAC ADDRESS: Its not in the router. Key Questions Asked (Probe): What is the error message? Can' t connect When did the issue begin? last friday / Saturday Is this your first time calling pavlov?Yes What network are you trying to connect? WIRED/ WIRELESS What is the network name? Overlay SSID's (V31) "BLVD63" - 2.4 and 5Ghz "5G BLVD63" - 5Ghz-only Trouble Shooting (List steps in bullet point form): - Resetting the internet - Plug it off and in. - Right now its blinking yellow. - Before its 80mbps - 40-100 mbps Resolution: Transfer to Tier 2 for further assistance. Recap: Y Survey: N Ticket #394755 Done tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Question about the internet? is this for a couple of weeks. Name of Caller: Ashton Wrenn Service Location: NCGREDG] University Edge and Dickinson Lofts Address:550 610 Dickinson Ave GreenvilleNorth Carolina (US)27834 United States Call back number:(919) 727-2226 Email Address: wrennsshton@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: N Myaccount Link Provided: Link to Houston Account (Paste Link): Make and Model: Inginues PAP 1300 MAC ADDRESS: The Router is screwed in the ceiling Mac address available to be seen. Wired MAC- is 84:57:33:c3:04:AB Key Questions Asked (Probe): Are you in residential or apartment complex? Apartment What is the error message? plug in DNS server are not When did the issue begin?Almost weeks. Is this your first time calling pavlov? Yes What network are you trying to connect? WIRED What is the network? 5G UE Greenville Dickinson Lofts 5ghz PW: UEDLP@$$w0rd! Trouble Shooting (List steps in bullet point form): - Power Steady Red - 5G blinking green - 2 connecting flashing blue error msg. can't to the dhcp server. Resolution: Transfer the Recap: Y Survey: N Ticket # 394838 Done tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I called earlier set one TV now I need to set existing and disconnect. Name of Caller: Sophia Dicocco Service Location: [SCSEHWV] Hartwell Village Address: 13060 Clemson Boulevard Bldg 2 Apt 2308 SenecaSouth Carolina (US)29678 United States Call back number: 8453379560 Email Address: sophiadicocco@icloud.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: Samsung TV MAC ADDRESS: 54:38:D6:4D:FA:8C Key Questions Asked (Probe): What is the error message?on other device What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): - Resolution: Resolved by adding the MAC Add Recap: Y Survey: Y Ticket # 394856 Done tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue resident is requesting to be transfer to our Advance technical support for technical issue. tivcket 390705- Was Fixed NOC What is the signal to the AP Doent want to go all over again. Name of Caller: Amer Mabor Service Location: [MOCOADO] The Adora (fka/Townhomes) Address: 312 W. Old Plank Rd Apt 103 ColumbiaMissouri (US)65203 United States Call back number: 1 (507) 269-6147 Email Address: ammabor9@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): N/A Trouble Shooting (List steps in bullet point form): N/A Resolution: Transfer to Tier 2 for further assistance Recap: Y Survey: N Ticket # 394870 Done tracking >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Trying to connect the link its not web page the page. a link to register Name of Caller: Amanda Malawski Service Location: [ILURCCO] The Linc (FKA One North) Address: 1724 Melrose Village Cr. Apt. 1431 Urbana Il Call back number: (630) 815-1845 Email Address: amandamalawski@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Router: Make and Model: AC1900 MAC ADDRESS: Key Questions Asked (Probe): What is the error message? you are successfully register but cant connect Is this your first time calling pavlov? Yes What network are you trying to connect? WIRELESS/ WIRED Pavlovgo.com those not let her register. You are successfully Trouble Shooting (List steps in bullet point form): - Provided another link register.pavlovmedia.net still same error. - checked infrastructure, property is not registration enable. Resolution: Resident will just call us back disconnected the call right away, was not able to create an account and ticket you can provide this. Recap: Y Survey: N Ticket # 394887 DT >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Trying to connect to internet dorm my daughter TV to the internet Name of Caller: Ceria Dublin Service Location: TXHUSFG] Armory on Sam Houston (Huntsville) Address:2257 Sam Houston Ave HuntsvilleTexas (US)77340 United States Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? How many device. Trouble Shooting (List steps in bullet point form): Resolution: Resident mentioned that they will just call us back- disconnected the call Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # W s not able to completely verify. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident is trying to Set up his internet Name of Caller: Mercer Carter- Shield Service Location:[IAAMCBA] Copper Beech Ames Address: 1717 staff gland Ave. 50010 Call back number: (515) 313-7506 Email Address: ncartershiled@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: White box gS 108Bb3 - Black box TP Link 2210P MAC ADDRESS: Only serial number User name password No wired or Wireless Key Questions Asked (Probe): What is the error message? Is this your first time calling pavlov?yes What network are you trying to connect?WIRED/ WIRELESS Router box Name of the Network you are trying to connect? - Copper Beech Network - Wired is not connected. - Have you also tried to do wireless ? Yes , not even connected - lights on the router are all green/ yellow. Trouble Shooting (List steps in bullet point form): Checking the router. - Tried to disconnect and reconnect ( blue cable) - Unplug both router/ modem - Power button green and 1-2 lights are yellow. Resolution: Transfer Tier 2 for further assistance Recap: Y Survey: N Ticket # 394921 DT >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident is trying to troubleshoot the issue on his own Name of Caller: James Olofson Service Location: West 27 St. Address: Are you in residential or apartment complex? Call back number: (310) 560-7747 Email Address: jolofson@usc.edu Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/devices?mimic=10db23b8-9033-4e61-ae53-b510bc89bf50 Make and Model:N/A MAC ADDRESS:N/A Key Questions Asked (Probe): Are you in residential or apartment complex?Apartmet Is this your first time calling pavlov? Yes What network are you trying to connect? Is it WIRED or WIRELESS? What is the network name he is trying to connect? Trouble Shooting (List steps in bullet point form): Provided the SSID Password. SSID: W27P Resident Password: W27PResident Resident is trying to troubleshoot the issue on his own Resolution: Resolved by the resident. Recap: Y Survey: N Ticket # 394934 DT >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Trying to log to my account Name of Caller: Evelynn Kerbs Service Location: Address: 1101E NAval St. Tuaxon 85719 Call back number: 3032430061 Email Address: ekerbs@asu.edu Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link): Make and Model: N/A MAC ADDRESS: N/A Key Questions Asked (Probe): What is the error message? cant log in to her account Is this your first time calling pavlov?yes What network are you trying to connect? WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Call got disconnected while getting some information. Outbound call done - Reach voice mail. Provided the ticket number Recap: N Survey: N Ticket #394944 DT >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue connecting the devices to internet Dont need the password Name of Caller: Tanner Heath Service Location: [AZFLSTE] The Suites Address: 305 E McConnell Dr FlagstaffArizona (US)86001 United States Call back number: 480) 375-0363 Email Address: tanner.w.heath12@gmail.com Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: Chromebook MAC ADDRESS: Chromebook is now connected Key Questions Asked (Probe): Are you in residential or apartment complex?Apartment What is the error message? When did the issue begin? Is this your first time calling pavlov?Yes What network are you trying to connect? WIRELESS How many devices are affected? All Trouble Shooting (List steps in bullet point form): Forget and reconnect Provided the Resolution: Recap: Y Survey: Y Ticket #394960 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Trying to connect to pavlovgo .com Name of Caller: Brandi Gillis Service Location: The suites Address: 305 E McConnell Dr FlagstaffArizona (US)86001 United States Call back number: (435) 817-6227 Email Address: blg296@nau.edu Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: Iphone e15 promax MAC ADDRESS: 10:A2:D3:22:1A:2E Key Questions Asked (Probe): Are you in residential or apartment complex? Apartment Is this your first time calling pavlov?Yes What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): Check for the MAC Address Checked Private WIFI Address. SSID "5G The Suites" and "The Suites" PW: 8884pavlov Resolution: Resolved by forgetting and reconnecting to the network. Giving the Password. Recap: Y Survey: Y Ticket #394973 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I have an Xbox connected to the wifi, but am having trouble. It says I have a strict NAT type and is showing UPnP not successful. How do i check if UPnP is turned on the router? I am a resident at a student housing property where the wifi came with the unit, so I am not sure if I have access to router settings like that. Name of Caller: Noel Pena Service Location: [INBLEVO] Evolve Bloomington Address: 1425 N. Dunn Street 2107 B BloomingtonIndiana (US)47408 United States Call back number:3179931380 Email Address:noelisaiahpena@gmail.com Website Link Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/dashboard?mimic=1da49500-c52f-4488-a401-b1d0fda9bc32 Make and Model: Xbox Series S. MAC ADDRESS: E8-A7-2F-11-68-3D Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # 395002 Queue: Maria Encio Type: Session Time in this Queue: 0:26:25 Time in the System: 0:26:34 Customer Name: Noel Pena Computer Name: Operating System: macOS Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 153.33.50.28 Company Name: Evolve Bloomington Company Code: Details: I have an Xbox console that is connected to internet, but shows a strict NAT type and says UPnP not successful. How do I make sure the router has UPnP turned on? External Key: (10:21:18) This session has been transferred to Maria Encio. (10:21:36) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (10:22:34) Noel Pena said: Hello. I have an Xbox connected to the wifi, but am having trouble. It says I have a strict NAT type and is showing UPnP not successful. How do i check if UPnP is turned on on the router? (10:23:36) Noel Pena said: I am a resident at a student housing property where the wifi came with the unit, so I am not sure if I have access to router settings like that. (10:25:42) You said: I'm sorry to hear that you're experiencing issues with your internet connection. Let's try what i can do to further assist you. (10:25:50) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (10:27:38) Noel Pena said: Noel Pena. (317)993-1380. 1425 N Dunn St Apt 2107-B Bloomington, IN 47408. noelisaiahpena@gmail.com (10:29:04) You said: Thank you so much for this information. letme go ahead and check this on my end. Can i have 1-2 minutes please. (10:29:33) Noel Pena said: Thank you (10:34:51) You said: You're Welcome. I was now able to checked your details. Just to make sure your XBOX is not connected to the internet. (10:35:15) You said: Is it okay to get the make and model of your Xbox. (10:35:29) You said: As well as the MAC Address. (10:36:47) Noel Pena said: My Xbox is connected to the internet, but I am unable to actually play any games. It is an Xbox Series S. The Mac Address is E8-A7-2F-11-68-3D (10:38:37) Noel Pena said: Microsoft's help page tells me to, "Sign in to your router’s setup webpage, and make sure the router’s UPnP setting is turned on. You can usually find first-time help with this in the router manual or on the manufacturer’s support site." However I don't know how to get access to this and make sure UPnP is turned on. (10:40:42) You said: Thank you so much for this information it seems that basic troubleshooting will not work. Here is what im going to do letme create a ticket and escalate this to our advance technical support for further assistance. (10:40:56) You said: How's that sound? (10:41:56) Noel Pena said: Would they reach back out to me to let me know it's been taken care of? How long will it take them to fix it? (10:42:55) You said: Yes they will reach out to you within 24 hours as the ticket is created. (10:43:12) Noel Pena said: Okay thank you for your help. (10:44:17) Noel Pena has left the conversation. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue resident is trying to if she can connect hatch alarm clock using apps on her phone. Name of Caller: Ava Lee Service Location: [COFCGRO] Yugo Fort Collins Grove Address: Rolland Moore Drive 701 612 Fort CollinsColorado (US)80526 United States Call back number: 9709300331 Email Address: ava282.lee@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/dashboard?mimic=3b3f80cb-3a07-429c-823e-a99f0e5e0acf Make and Model: N/A MAC ADDRESS: N/A Key Questions Asked (Probe): What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): N/A Resolution: Explain client Isolation. Recap: Y Survey: N Ticket #395033 Queue: Maria Encio Type: Session Time in this Queue: 0:55:24 Time in the System: 0:56:58 Customer Name: Ava Katie-Anne Lee Computer Name: Operating System: macOS Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 68.234.148.54 Company Name: Company Code: Details: I am trying to connect my hatch alarm clock to the internet and it wont work. External Key: (11:26:39) This session has been transferred to Maria Encio. (11:27:48) Ava Katie-Anne Lee said: how can i connect my hatch alarm clock (11:28:15) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (11:28:47) Ava Katie-Anne Lee said: it has an app on my phone and i put in the mac code into my pavlov account but it is still not saying it is conncted. (11:30:25) You said: I apologize for the inconvenience let me go ahead and check what causing you not able to connect your device to the internet. (11:32:51) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (11:33:21) Ava Katie-Anne Lee said: Ava Lee (11:33:35) Ava Katie-Anne Lee said: 9709300331 (11:33:52) Ava Katie-Anne Lee said: Rolland Moore Drive Bldg. 701 Ste. 612 Fort Collins, CO 80526 (11:34:03) Ava Katie-Anne Lee said: ava282.lee@gmail.com (11:34:17) Ava Katie-Anne Lee said: Room B (11:35:09) You said: Thank you so much for this information let me go ahead and pull up your account. (11:35:21) Ava Katie-Anne Lee said: is there a general password for Fort Collins Grove internet when trying to connect a devise that doesn't have a screen? (11:37:07) You said: Let me go ahead and check that for you as well. (11:40:56) You said: I can see here that there is no password as you connect to the internet. (11:43:09) Ava Katie-Anne Lee said: it says it needs a password (11:44:16) You said: To clarify you are trying to use the Hatch Alam clock device using an application and accessing it in your phone is that correct? (11:44:36) Ava Katie-Anne Lee said: yes (11:47:56) You said: I see. may i ask is there a way for you to connect it to the WIFI but not using the apps on your phone? (11:48:42) Ava Katie-Anne Lee said: thats why i put in the mac os code thing, i thought it would automatically connect but it's not (11:49:00) Ava Katie-Anne Lee said: its just asking for a wifi password (11:51:08) You said: May I ask what is the network name you are trying to connect the device? (11:51:29) You said: Is it possible to be connected via bluetooth? (11:51:32) Ava Katie-Anne Lee said: Grove Fort Collins (11:52:11) Ava Katie-Anne Lee said: it works on both i think (11:52:39) Ava Katie-Anne Lee said: needs an internet connection and bluetooth on my phone (11:53:55) Ava Katie-Anne Lee said: i feel like theres a password (11:54:16) You said: I now understand why you were having trouble connecting your device It's due to our backend security measures designed to prevent your device from communicating with other devices. Its called Client Isolation. (11:54:33) You said: We hope you understand that this security framework is engineered to shield your devices from potential threats posed by external devices, including those of your neighbors. However, a side effect of this is that it also restricts communication between your own devices. (11:55:07) Ava Katie-Anne Lee said: okay so what do i do (11:58:43) Ava Katie-Anne Lee said: just connect it for me (12:00:39) You said: There is no other way than plug it in or bluetooth or via remote. Im sorry. I understand the need of it being use as a student. (12:01:16) Ava Katie-Anne Lee has left the conversation. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident is trying to connect his Fire Stick TV to the internet. Name of Caller: Alexander Dodge Service Location: [WAPUGRO] Grove Pullman Address: 1560 NE Brandi Way Apt I111 PullmanWashington (US)99163 United States Call back number: 3602238534 Email Address: dodgejalexander@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link):https://myaccount.pavlovmedia.net/#/devices?mimic=e9726789-291a-424f-98f0-c4d3bb6ef06a Make and Model: Amazon Fire Stick MAC ADDRESS: B4:B7:42:A3:2E:3B Key Questions Asked (Probe): What is the error message? not registered What network are you trying to connect? I WIRELESS Trouble Shooting (List steps in bullet point form): Getting the MAC address try to connect via Mobile data or Hotspot Add the MAC address to my account. Forget and Reconnect back. Resolution: Resolved by getting the MAC address and Reconnecting backto the network. Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # 395034 I was not able to copy the conversation on chat as it was already log out. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident error message received trying to connect to the internet "I tried to register my device but it keep saying it’s already registered" Device ownership Name of Caller: Kristen Hickok Service Location: [TXLUUNI] University Trails Address: 2210 Main St. 512 LubbockTexas (US)79401 United States Call back number: 2108372047 Email Address: krispykreme02@icloud.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: Y Link to Houston Account (Paste Link): https://myaccount.pavlovmedia.net/#/devices?mimic=5a7bab43-6a3c-4b5e-a422-b74cc339e981 Make and Model:2020 MacBook Air MAC ADDRESS: 3C:22:FB:54:18:5D Key Questions Asked (Probe): What is the error message? keep saying it’s already registered" What network are you trying to connect? WIRELESS Trouble Shooting (List steps in bullet point form): - Deleting the device MAC address to the other device -Adding to her myaccount Resolution: Resolved by deleting the MAC Address of her device to the other account and adding it to her account. Recap: Y Survey: N Name of Person Transferred to: Ticket # 395040 Queue: Maria Encio Type: Session Time in this Queue: 0:45:43 Time in the System: 0:46:16 Customer Name: Kristen Hickok Computer Name: Operating System: iOS Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 146.75.165.9 Company Name: Company Code: Details: Device is already connected to an account? External Key: (11:46:31) This session has been transferred to Ermalene Dimaranan. (11:46:46) This session has been transferred to Maria Encio. (11:49:52) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (11:50:27) Kristen Hickok said: It’s the same issue as last time (11:59:12) You said: Do you have a ticket number. Apologized as I may take time to reply. (12:01:59) Kristen Hickok said: No you didn’t give me one (12:03:14) You said: Sorry about that is it okay to start as you have disconnected awhile ago. your details was not save. (12:03:26) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (12:03:40) Kristen Hickok said: Kristen Hickok (12:03:45) Kristen Hickok said: 2108372047 (12:04:00) Kristen Hickok said: 2210 Main St Lubbock Tx 79401 (12:04:16) Kristen Hickok said: Building 17 (12:04:30) Kristen Hickok said: apt 11B (12:04:37) Kristen Hickok said: krispykreme02@icloud.com (12:07:08) You said: Thank you so much, Kristen. (12:09:42) You said: By the way, can you tell me more information about your internet issue? (12:10:53) Kristen Hickok said: I tried to register my device but it keep saying it’s already registered (12:12:36) You said: Is it okay can i have the Make and model of the device. (12:13:16) You said: As well as the MAC address. Let me know if you need assistance. (12:13:20) Kristen Hickok said: 2020 MacBook Air (12:14:00) Kristen Hickok said: 3C:22:FB:54:18:5D (12:16:14) Kristen Hickok is offline. (12:21:27) Kristen Hickok has left the conversation. (12:16:26) This session has been transferred to Maria Encio. (12:16:47) You said: Thank you so much for those information. Kristen . (12:18:04) You said: let me go ahead and add your device on your my account. (12:20:36) You said: Kristen can you try to connect the device to the WiFI. Please. Forget and Reconnect back to the network. (12:22:12) Kristen Hickok said: Ok it connected (12:22:36) You said: Congratulations. (12:22:58) You said: You may now enjoy your device connected to the net. (12:23:40) Kristen Hickok has left the conversation. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Resident trying to connect the Fire Stick TV to the internet. Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Service Location: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I'm currently at a residential spot, and I can't seem to get into the internet without a ethernet cord with any of my devices. Name of Caller:Karl Hammar - Service Location: [AZFLSTE] The Suites Address: 305 E McConnell Dr FlagstaffArizona (US)86001 United States Call back number: 1 (520) 308-1777 Email Address: karlhammar3075@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: N Myaccount Link Provided: N Link to Houston Account (Paste Link): Make and Model: N/A MAC ADDRESS: N/A No Router or box visible in the unit as per the resident. Key Questions Asked (Probe): What is the error message? Can' t connect to the internet What network are you trying to connect? I WIRED/WIRELESS Trouble Shooting (List steps in bullet point form): Resolution: Escalate to tier 2 since the issue still persist. Recap: Y Survey: Y Ticket # 395007 Queue: Maria Encio Type: Session Time in this Queue: 0:30:14 Time in the System: 0:34:04 Customer Name: Karl Hammar Computer Name: Operating System: Windows (x64) Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 153.33.200.61 Company Name: Company Code: Details: I don't know how to log into the internet here at a residential location. External Key: (10:43:15) [Karl Hammar] This session is now being handled by a different client. (10:43:55) This session has been transferred to Maria Encio. (10:44:07) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (10:45:01) Karl Hammar said: I'm currently at a residential spot, and I can't seem to get into the internet without a ethernet cord with any of my devices (10:46:35) You said: I understand that your internet or cable service is currently not functioning. Allow me to assist you in diagnosing the issue and finding a solution. (10:46:42) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (10:46:54) Karl Hammar said: Karl Hammar (10:47:15) Karl Hammar said: (520)-308-1777 (10:48:05) Karl Hammar said: 305 E McConnell Drive (10:48:19) Karl Hammar said: Unit 4208 (10:48:44) Karl Hammar said: Apartment number 32A (10:48:52) Karl Hammar said: karlhammar3075@gmail.com (10:49:49) Karl Hammar said: is that everything you need? (10:51:08) You said: Yes. Thank you so much let me go ahead and pull up the account or checked details here. (10:51:18) You said: Give me a minute or 2 is it okay? (10:52:20) Karl Hammar said: Of course, but my issue is that I'm not able to create an account (10:53:16) You said: May I ask the name of the apartment? (10:55:23) Karl Hammar said: The Suites (10:56:16) You said: Thank you so much. (10:58:00) You said: As per checking here you location is currently a new deployment. And it requires a router in the unit to connect to the internet. (10:59:09) Karl Hammar said: So what would be the best plan of action for me? (10:59:39) You said: May I ask is there a box or router or modem in your apartment? (11:06:30) Karl Hammar said: I can't find one (11:06:57) You said: Here is what im going to do. I will escalate this to our Advance Technical support to further checked the issue. Please provide the best time to call you. (11:08:11) Karl Hammar said: Tomorrow at 12pm PST (11:08:50) You said: Okay let me create and provide the ticket as your reference that i have fully documented this chat. (11:09:46) Karl Hammar said: Thank you (11:11:10) You said: Here is your ticket number 395007. (11:12:31) Karl Hammar said: Thank you so much! (11:12:51) You said: Is there anything else thati can help you further aside from this issue? (11:15:26) Karl Hammar said: No thank you however (11:16:41) You said: You're welcome! Thank you for taking the time to chat with us! Your feedback is incredibly valuable in helping us improve our services. After our conversation, we invite you to share your thoughts and experiences by calling our Customer Satisfaction (CSAT) Line at CSAT IVR - (917) 694-7192 Your input ensures we continue to meet and exceed your expectations. We appreciate your partnership in making our service even better. Once again,This is Maria, thank you for contacting Pavlov Media. Have a wonderful day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> (10:14:37) This session has been transferred to Maria Encio. (10:14:48) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (10:15:04) Hailey Becerra said: Hi my tv wifi will not connect I need help (10:16:02) You said: I apologize for the inconvenience caused by the service interruption. I'm here to help you resolve your internet issue. (10:16:09) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (10:17:24) Hailey Becerra said: Hailey Becerra, 8328557740, 512 Craddock Ave San Marcos Tx, building 2671 room D, haileybecerra18@gmail.com (10:19:08) You said: Thank you so much for this information. Let me go ahead and try to pull up your account. (10:20:30) Hailey Becerra said: Ok (10:22:48) You said: I was now able to checked all the details you provided. To start. Can I have the Make and model and MAC address of your TV. (10:23:14) Hailey Becerra is offline. (10:28:27) Hailey Becerra has left the conversation. (10:14:37) This session has been transferred to Maria Encio. (10:14:48) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (10:15:04) Hailey Becerra said: Hi my tv wifi will not connect I need help (10:16:02) You said: I apologize for the inconvenience caused by the service interruption. I'm here to help you resolve your internet issue. (10:16:09) You said: To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (10:17:24) Hailey Becerra said: Hailey Becerra, 8328557740, 512 Craddock Ave San Marcos Tx, building 2671 room D, haileybecerra18@gmail.com (10:19:08) You said: Thank you so much for this information. Let me go ahead and try to pull up your account. (10:20:30) Hailey Becerra said: Ok (10:22:48) You said: I was now able to checked all the details you provided. To start. Can I have the Make and model and MAC address of your TV. (10:23:14) Hailey Becerra is offline. (10:28:27) Hailey Becerra has left the conversation. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Queue: Maria Encio Type: Session Time in this Queue: 0:51:45 Time in the System: 0:51:48 Customer Name: Saumya Mittal Computer Name: Operating System: macOS Click-To-Chat Support Issue: Internet Service Uptime: Not Available Public Site: Default IP Address: 66.253.190.141 Company Name: Company Code: Details: Unable to register a pavlov media account External Key: (10:11:08) This session has been transferred to Maria Encio. (10:11:25) Saumya Mittal said: Hi Maria (10:11:30) You said: Hello! Thank you for reaching out to Pavlov Media Chat Support. How may I assist you today? (10:11:59) Saumya Mittal said: I am an apartment resident and would like to register on pavlovmedia. (10:12:17) Saumya Mittal said: However, I am just getting an option for login but not for new registration (10:13:10) You said: I understand. no worries since you have me lets get you register. (10:13:24) Saumya Mittal said: Sure, thanks (10:13:46) You said: Your Welcome. To properly assist you, please provide the following information: a. Full Name b. Phone Number c. Street Address d. Building Number/Letter e. Apartment Number / Room Letter f. Email Address (10:19:05) Saumya Mittal said: a. Full Name - Saumya Mittal b. Phone Number - 2178197339 c. Street Address - North Lincoln Ave, Urbana IL 61801 d. Building Number/Letter - 1363 e. Apartment Number / Room Letter - 1081 f. Email Address - saumyamittal1594@gmail.com (10:19:22) Saumya Mittal said: a. Full Name - Saumya Mittal b. Phone Number - 2178197339 c. Street Address - North Lincoln Ave, Urbana IL 61801 d. Building Number/Letter - 1363 e. Apartment Number / Room Letter - 1081C f. Email Address - saumyamittal1594@gmail.com (10:21:05) You said: Thank you so much for this information. Let me go ahead and try to pull up your account. (10:22:20) Saumya Mittal said: okay (10:23:42) You said: Is this this your first time contacting us in pavlov media? (10:23:47) Saumya Mittal said: yes (10:26:59) You said: May I ask the name of the Apartment complex? (10:34:51) Saumya Mittal said: Onyx apartment (10:35:48) You said: Thank you so much. (10:37:37) You said: may I ask for the make and model of the device you are trying to connect to network? (10:37:51) You said: As well as the MAC address of the device. (10:59:02) You said: Hi Still there let me know if you need assistance In finding the MAC address of your device. (11:01:03) Saumya Mittal is offline.