Log Note Template

Name of Caller:
Service Location: Address:
MDU Unit #: MDU Building #: Email Address: Call Back #:

Checked Property Case: Checked Supported Elements in Infrastructure Tab:
Registration Enabled:
Myaccount Link Provided: Link to Houston Account (Paste Link):

Issue:

Key Questions Asked (Probe):

Trouble Shooting:

Resolution:

Ticket Number: Recap: Survey: Name of Person Transferred to:

-Hello, thank you for calling Pavlov Media, this is sheen speaking, how can I help you today?

• I understand, I know how important it is to have an internet connection right now, let me check what are the possible cause why you are having internet issue, I'll do my best to help you with this.

• So, for me to pull up your account, may I have your Full name and your email Address please? (If you didn't know the spelling of their name clarify it.) Can you spell out your name for me phonetically?

• Alright Thanks for providing this information, May I call you by your first name?

• Okay, (Name) Just to confirm, your best call back number incase our call gets disconnected is --*** and your address is ________. (For MDU) and how about your Unit and building number, can you please provide that for me?

Just to set your expectation, I will ask you few questions for us to narrow down the possible root cause of this issue.

Probing Question: -Are you connected through wire or wireless? (Ask if needed)

• Is this happening only to this device or in multiple devices?

• Are you using the affected device?

• What is the make and model of the device affected?

• Is your MAC Randomization enabled? (If yes, Assist the Resident to turn it off)

• What is the MAC Address of the affected device? (Assist the resident on how to get the MAC Address) (Check the MAC address if it is already Registered)

• What is the name of the Wi-Fi that you are connected to? (Assist the resident to the recommended network)

• Are you directed to a specific website? (If it is register.pavlovmedia.net > returning user) (If not, go to Pavlovgo.com>Returning User)

• I'm really happy I was able to help you by.....

• In the future, just in case the issue will occur, I hope not, you can do all the steps that we did earlier