Category: Korcett

Axis West Austin resident Brigitte Chapman, or Michael Chapman (her father) may call in and reference ticket 14982, 14213, or no ticket at all…  If they call in this weekend, please do not attempt to troubleshoot with this customer. Inform them that this case  has been escalated and tier 3  will contact them on Monday. Please completely document the interaction on case #14982, and then email mmarmion@cwxtx.com directly.

Korcett has confirmed that we do not support personal routers on any of Korcett’s networks.  We offer troubleshooting for a direct Ethernet connection and for a wireless connection (when stated as Wireless Support for the resident’s location in KMC).  Wireless Support does not mean we support personal routers for these locations; it means we support the wireless equipment that Korcett has provided.

Do not recommend personal routers for any reason.  If a resident has questions about using a personal router, explain that Korcett does not support personal routers and we are unable to assist with their configuration.  If the customer needs your help adding their personal router to KMC, you may assist by adding the router’s MAC Address to their KMC account.  When doing so, be sure to mention that Korcett does not support personal routers and they can also cause 2.4 ghz pollution.

If a resident is receiving the marionberry error when attempting to play Destiny, direct them to the support forums at bungie.net.  This error is not associated with Korcett’s network configuration, but is a game launch bug.

Set the case as Solved and do not escalate these errors to Korcett.

Do NOT recommend that a resident purchase a device in order to get online.  If you believe that there may be hardware limitations preventing the resident from getting online, escalate the case to support and let Korcett make that determination and recommendation if needed.

Korcett has requested that all cases that we create be set as Priority 4.  Once they work the case, they will determine if the priority needs to be set higher and adjust the case settings accordingly.

Also, do not increase priority on any cases that you append.

Please see me if you have any questions.

Better late than never I suppose.  Find the remaining move-in dates below…

University Centre (Jersey) – 9/6/2014

433 Midvale – 9/22/2014

West Village – Phase 3 – 9/23/2014

West Village – Phase 2 – 9/23/2014

West Village – Phase 1 – 9/23/2014

I would like to take this opportunity to thank each and every one of you for your outstanding efforts over the past few weeks. As you all know, our Client (Korcett), has been experiencing significantly higher volume than expected during this “back-to-school” season. Because we want to do whatever we can to help our Client’s customers, we redirected every available person and hired people as fast as we could to handle the situation. This team worked together over extremely long hours and stressful conditions to handle as many calls as humanly possible.

 

I am proud to be associated with such a great group of people.

THANK YOU VERY MUCH!

Tom

If you receive a call from a resident who is receiving an Error 4 when attempting to upgrade their bandwidth, log your call under the master case 8529.