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Customer-Reported Connectivity Issues

No Internet & Intermittent Connection — Tier 1 Support Standard Operating Procedure

  • Document ID: SOP-T1-01
  • Version: 2.0
  • Owner: Tier 1 Support Associates
  • Approver: John Martinez — T1 Manager
  • Applies To: Tier 1 Support Associates
  • Related SOPs: SOP-T1-02 — Hetrix Down Notifications
    SOP Guidelines for Accounts/Deals Not Managed
    Carrier Numbers SOP
    Carrier Portal Access SOP
    Carrier Escalation SOP

1. Purpose

This procedure defines how Tier 1 Support Associates handle customer-reported connectivity issues — no internet connection and intermittent connection — from first acknowledgement through ticket closure.

2. Scope

This procedure applies to all customer-initiated tickets reporting a full or partial loss of internet connectivity on circuits managed by Hyper Networks. It does not cover carrier-initiated notifications (see SOP-T1-02, SOP-T1-03) or dispatch coordination once a technician visit has been scheduled (see SOP-T1-04).

3. Roles & Responsibilities

  • Tier 1 Support Associate: Owns the ticket end-to-end: acknowledges the customer, verifies the deal, contacts the carrier, relays updates, and closes the ticket.
  • T1 Manager: Approves this SOP and is the escalation point for unresolved carrier issues.
  • CC Distribution: Jarred Morgan, Ryan Dowd, and (HGV customers only) Mick Campbell must be copied on all customer-facing emails.

4. Prerequisites

Non-Technical Prerequisites

  • Active HubSpot account with access to Deals, Tickets, and email templates.
  • Awareness of the CC distribution rule (Jarred Morgan, Ryan Dowd always; Mick Campbell for HGV customers only).
  • Access to the SOP Guidelines for Accounts/Deals Not Managed, for use if the reported site is not a managed account.

Technical Prerequisites

  • Ability to search HubSpot/CRM by reported IP, circuit ID, or site address.
  • Access to the Carrier Numbers SOP and Carrier Portal Access SOP.
  • Understanding of the deal-note fields required before contacting a carrier (circuit ID, carrier account number, security PIN).

5. Procedure

STEP 1 — Acknowledge and Capture Details

Reply to the customer as soon as the ticket is received so they know the issue is being worked.

Acknowledgement reply template

Hi,
Thank you for reaching out. We have received your report and will now proceed with checking.
We will keep you posted as soon as we have an update.
Best regards,

Check HubSpot/CRM for the reported IP, circuit, or site address to confirm whether the account is managed.

Required CC on every reply

Always CC: Jarred Morgan (jarred.morgan@hypernetworks.com), Ryan Dowd (ryan.dowd@hypernetworks.com)
CC Mick Campbell (mick.campbell@hypernetworks.com) only when the customer is an HGV account.

If the account is not managed, or is no longer managed, stop here and follow the SOP Guidelines for Accounts/Deals Not Managed or No Longer Managed.

STEP 2 — Attach the Deal and Log Circuit Details

Once the site is confirmed managed, attach the deal to the ticket and log the circuit details as a note before calling the carrier. The circuit ID, carrier account number, and security PIN come from this note, and the carrier will ask for them first.

  • Deal: —
  • Deal Link: —
  • Address: —
  • Site Name: —
  • Circuit ID: —
  • MAC Address: —
  • Network IP: —
  • Gateway: —
  • Subnet: —
  • Carrier Account #: —
  • Carrier & No.: —
  • Security PIN: —

Fields with no available data may be set to N/A or omitted.

Open the Deals panel on the ticket, click Add, and search using the full deal name or deal title.

STEP 3 — Contact the Carrier

Call the carrier using the number listed in the Carrier Numbers SOP. The carrier will typically ask for:

  • Site name or service address
  • Circuit ID and account number
  • Fault type — hard down, or intermittent (packet loss, flapping, slow speeds)
  • When the issue started and whether it is still ongoing
  • Whether the customer has already power-cycled the equipment
  • Local contact (LCON) name, number, and site access hours

STEP 4 — Open the Carrier Ticket

When asked for a callback number, always provide the Hyper Networks support line — never a personal or direct line:

Callback number

702-800-6655

Ask the carrier whether any maintenance or outage is affecting the circuit, and whether they can ping the gateway and remotely reboot the modem.

Before ending the call, record the carrier ticket number, the ETR, and any other relevant detail as a note on the HubSpot ticket.

Alternative channel

If hold times are long, open the ticket through the carrier portal instead. Refer to the Carrier Portal Access SOP.

Priority handling

Data center circuit tickets must be escalated to the carrier immediately, ahead of standard queue order.

Update the following HubSpot fields before moving to the next step:

  • Reason for Opening
  • Date and Time Opened Ticket with Carrier (must match the timestamp of the first customer email reply)

STEP 5 — Relay Updates

Once the carrier ticket is created, pass every meaningful carrier update to the customer on the same email trail. Keep updates factual, attribute the information to the carrier, and include the ETR and next step whenever available.

STEP 6 — Follow Up

Follow up at the ETR, or on the current ticket status if no ETR was given.

STEP 7 — Escalate

If the carrier misses the ETR without providing an update, or stops providing updates entirely, escalate using the Carrier Escalation SOP.

STEP 8 — Verify Restoration

When the carrier reports the circuit is up, confirm this independently on the customer's side — reply on the email trail asking for confirmation, or call the local contact if one was provided.

If the site reports it is still down, return to the carrier and reference the existing ticket — do not open a new one.

If there is no reply from the customer or local contact, begin the no-response follow-up sequence below.

24-hour no-response template

Hi,
We would like to follow up regarding this ticket.
Please let us know if further assistance is needed, or if we may close the ticket.
Thank you!

48-hour no-response template

Hi,
We would like to follow up regarding this ticket.
If you need further assistance, please reply to this email and let us know what we can do to help you further.
If not, we will close this ticket in the next 24 hours.
Thank you!

72-hour no-response template (final)

Hi,
We will now proceed with ticket closure.
If you have any further concerns or issues, please open a new ticket.
Best regards,

STEP 9 — 24-Hour Monitoring

Once both the carrier and the customer confirm the circuit is up, begin 24-hour monitoring before closure. The ticket remains open for the full period.

If the customer confirmed by email

Hi,
Thank you for confirming.
We will now proceed with 24-hour monitoring before closure to ensure stability. The ticket will remain open during this period.
Best regards,

If the local contact confirmed on-site

Hi,
Please be advised that the carrier has confirmed the circuit is up.
We have also reached out to the local contact on site, who confirmed the connection is working.
We will now proceed with 24-hour monitoring before closure to ensure stability.
Best regards,

STEP 10 — Close the Ticket

Close the ticket once the circuit has stayed up for the full 24 hours with no drop longer than 30 minutes. If it drops again, monitoring restarts and the issue returns to the carrier under the same ticket.

Closure email — RFO provided

Hi,
We have monitored the circuit over the last 24 hours, and it has remained stable. As a result, we will be closing this ticket.
Below is the Reason for Outage (RFO) provided by the carrier:
RFO: [insert the reason for outage received from the carrier]
If you have any other concerns, please feel free to open a new ticket.
Thank you for choosing Hyper Networks!

Closure email — no RFO provided

Hi,
We have monitored the circuit over the last 24 hours, and it has remained stable. As a result, we will be closing this ticket.
The carrier was unable to provide a Reason for Outage (RFO) at this time — [insert reason, e.g. the RFO is still pending internal review]. Should the carrier release one later, we will forward it to you.
We apologize for any inconvenience this may have caused and appreciate your understanding.
Thank you for choosing Hyper Networks!

Check the Ticket Resolution field (based on carrier confirmation that the circuit is up or the outage has cleared), then set the ticket status to Closed.

If the RFO has not yet been provided, request it from the carrier. If none is available, record the reason in the field — for example, “No issues found.”

6. Escalation Criteria

  • Carrier misses the stated ETR without an update → escalate via the Carrier Escalation SOP.
  • Carrier stops responding entirely → escalate via the Carrier Escalation SOP.
  • Data center circuit → escalate to the carrier immediately upon ticket creation, regardless of standard queue timing.

7. Do's and Don'ts

Do

  • Attribute carrier information to the carrier (“per the carrier,” “according to the carrier”).
  • Keep everything on one email trail so the history stays intact.
  • Log the carrier ticket number, ETR, and notes in HubSpot.
  • Give 702-800-6655 as the callback number — never a personal or direct line.

Don't

  • Don't speculate on the cause or commit to an ETR the carrier has not given.
  • Don't close the ticket on the carrier's word alone — the customer or local contact must confirm.
  • Don't open a second carrier ticket for the same fault; reference the existing one.
  • Don't end a shift with an open ticket that has no proper handover.

8. Revision History

  • v1.1: Original knowledge-base article format.
  • v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). No procedural content changed.