timbob
Premium
join:2005-10-06
Powder Springs, GA
1 edit | Tech Support
At Atlantic Nexus, we pride ourselves on our high quality tech support. We must admit that there are times when circumstances are beyond our control such as when there is a local hardware failure on the telco equipment close to the end-user (cable cut, ONU failure, etc). We make our best effort to maintain open communication and report information from the phone company as it is made available to us. Our standard procedure is to report the estimated time of service restoral. If service is not restored at that time, we do recommend power cycling your modem and router as this will often resync the modem and allow the customer to log back into the service. If this does not resolve the issue at the estimated time of service restoral, we recommend customers call us back to notify us of the ongoing issue so we can get an updated status on the issue from the telco.
Our customer support is among the best in the industry. We often spend extended periods of time on individual customer issues in an attempt to resolve every issue. Our techs are rated on the number of issues they resolve, not the number of tickets they close. Based on this approach, if all technicians are assisting other customers, callers have the option of leaving a message rather than waiting on hold. We call every customer back in the order their message is received. Optionally, customers may contact us on our website or via email if their internet service is active.
We are happy to provide service credits for down time on a prorated basis. If the service charges are $30/month, the credit would come out to around $1.00 per day. We believe this to be a fair business practice that many other service providers do not honor.
Atlantic Nexus |
