Frontline Call Center
Stellar Broadband Job Aid
Jan 9 2025
Stellar Broadband Job Aid
Jan 9 2025
This vibrant job aid is designed to captivate and guide you through Stellar Broadband.
Initial Assessment
Device Scope
Determine if the issue affects one or multiple devices.
Service Type
Identify if the problem is with DirecTV or Internet.
Error Messages
Note any specific error codes or messages displayed.
TV Troubleshooting
1
Check Input
Ensure TV is on the correct input source.
2
Verify Power
Check if the receiver is properly powered on.
3
Cable Connections
Confirm all cables are securely connected.
DirecTV Error Codes
Error 771
Signal loss. Check cable connections and reset receiver.
Error 775
Communication issue with satellite dish. Verify connections and reset.
Error 721
Channel authorization issue. May require reauthorization.
Direct Escalation
Errors 726, 736, or unlisted errors should be escalated immediately.
Common Receiver Problems
Resetting Receiver
Unplug power cord, try different outlet or bypass power strip.
Frozen Picture
Press red reset button on receiver. Location varies by model.
Checking Outages
Call (866) 386-7778 for automated service outage information.
Or click below
Router Pre-Checks
Check Specifications
Verify the router supports speeds of at least 100 Mbps.
Power Cycle
Turn the router off and on again. Avoid resetting unless necessary.
New router?
- Does the customer have a new router?
- Check if the router has been configured.
- If not, complete the configuration steps.
- What is the make and model of the customer's router?
- Ensure the device is compatible with StellarBB’s service.
- Note: Modem/router combo devices are not compatible with StellarBB.
- Is the customer being redirected to StellarBB.com?
- This may indicate:
- The device they are trying to connect is not registered.
- The MAC address is incorrect.
Stellar 2.4
Community wi-fi
2.4
Stellar 5
Community wi-fi
5
Devices
Registered Devices
Only
Redirect
to stellarbb.com
likely account suspended
Speed Issues
Router Specs
Verify router capability for required speed.
Device Power
Ensure laptops are plugged in for optimal performance.
Time of Day
Consider peak usage times (around 9 PM) for speed tests.
Speed Test
Use StellarBB's speed test server or alternatives like Fast.com.
Connection Troubleshooting
1
2
3
4
1
Ping Test
Start with pinging 8.8.8.8, then a URL like google.com.
2
Alternative Device
Test connection on another device if available.
3
Bypass Router
Connect directly to modem if possible.
4
Create Ticket
If unresolved, create or update support ticket.
Checking for Outages
Call to Check
Call (866) 386-7778 to determine if there's a service outage in your area.
Automated Message
You'll receive an automated message detailing any known outages.
Request Support
If the problem continues, contact support for further assistance.
Acceptable Speed Test Thresholds
Wired Connections
200–950 Mbps
Wireless Connections
- 2.4 GHz Band: 25–90 Mbps
- 5 GHz Band: 120–450 Mbps
Personal Router Guidelines
No Modem/Router Combos
Customer routers should not be combo devices, as these are incompatible with StellarBB.
Recommended Router Brand
For optimal performance with StellarBB, TP-Link routers are recommended.
Connection Issues
1
Method of Connecting
- Community Wi-Fi
- Personal Wi-Fi router plugged into the wall
- Ethernet wired connection only
2
Using Community Wi-Fi
- Determine the network name being connected to:
Stellar 2.4, Stellar 5, Stellar Registered Devices
3
Customer Being Redirected to Stellarbb.com?
This could indicate that the user has been suspended.
Ping Test
1
Initial Ping Test
Have the customer ping the IP address 8.8.8.8 (Google's public DNS server).
2
Ping a URL
Ask the customer to ping a URL, such as google.com.
3
Provide Assistance
Offer tutorials or guidance to help the customer perform these ping tests if needed.
If Ping Fails
1
Alternative Device
Check if the customer has another device to test the connection.
2
Bypass Router
Suggest bypassing the router and connecting directly to the modem.
3
Continue Testing
Perform the ping tests as previously instructed.
Router Troubleshooting: Can't Bypass
1
Check Existing Cases
Search the tool for recent cases with the same issue.
2
Update Status and Workgroup
Set the status to "Active" and the workgroup to "Queue."
3
Add Notes and Comments
Enter detailed notes on the right side and click "Add Comment."
4
Avoid Using Certain Features
Do not use the SMS or email buttons.
5
Provide Ticket Number
Share the ticket number with the caller.
No Case Exists - Troubleshooting?
1
No Troubleshooting
Continue to troubleshoot and attempt to resolve the issue.
2
Troubleshooting Completed
Proceed to create a new ticket following the steps outlined in the "CONNECTIONS" pathway.
Successful Ping
1
Access Internet?
Direct the caller to open a browser and check if they can access the internet.
2
Yes
Conclude the call as the issue is resolved.
3
No
Create a case for the issue if one has not already been logged.
Account Management
Renew Service
Renewing a lease does not automatically renew StellarBB services. Customers must renew through their Stellar My Account.
Transfer Service
Transfers must also be completed via Stellar My Account, with detailed instructions provided in the connections pathway.
Cancel Service
Cancellations are handled through Stellar My Account, with extensive walkthroughs available in the connections pathway.
Get Help
If you need assistance during a call, use the Teams platform. Tag the relevant group with the "@" symbol so everyone in the group sees your query. You can also contact trainers or supervisors directly through Teams if you're unable to find help in the general chat.
If you need help during business hours, reach out to the STELLAR team on Rocket Chat. This internal communication platform allows users to connect with STELLAR team members or ask questions in specific channels.
Creating Tickets
1
Ticket Name
Give the ticket a short, descriptive title. Use keywords that summarize the issue clearly and concisely. For example: "Internet Outage - No WiFi Signal," "DirecTV Error - Code 771," or "Speed Issue - Below Threshold."
2
Source
Specify the ticket's origin. Since you are working in the call center, always select "Call Center" as the source.
3
Type
Select the appropriate ticket type: "#Request" for service requests like installations or equipment replacements, or "#Problem" for troubleshooting issues like outages or slow speeds.
4
Workgroup
Choose "#Queue" as the workgroup to route the ticket to the appropriate support team.
5
Assigned to
Leave section blank
6
Category
Drop down options
Internet and Wi-Fi Support
1
Customer Device Support
Check if the device's Wi-Fi is turned on and if it's connected to the correct network. Verify the device's network settings, including IP address and DNS server. If other devices can connect, the problem may be device-specific.
2
Device Registration
Ensure your device is registered on the StellarBB network. This often involves visiting a registration portal through your web browser while connected to the StellarBB Wi-Fi. Check your device's documentation for specific registration instructions.
3
DNS Error
If you're experiencing a DNS error, try flushing your DNS cache. Instructions for this vary by operating system, but often involve using the command prompt or terminal. You can also try temporarily changing your DNS server settings to a public DNS provider like Google Public DNS.
4
Intermittent Connection
An intermittent connection can be caused by interference, distance from the router, or other network issues. Try moving closer to the router, checking for sources of interference, or restarting your router and modem.
5
Limited or No Connectivity
If you have limited or no connectivity, check the physical connections to your router and modem. Ensure all cables are securely plugged in. Restart your modem and router. If the issue persists, contact StellarBB support for further assistance.
Internet and Wi-Fi Support (Continued)
Network Speeds
Concerns about the speed of the internet or network performance. This may involve checking for bandwidth issues, ISP speed, or local network congestion.
No DHCP
When the Dynamic Host Configuration Protocol (DHCP) server isn't assigning IP addresses to devices, leading to connectivity issues.
ONT Missing or Offline
Issues with the Optical Network Terminal (ONT), which is the device that connects fiber optics to the home network. If it's offline or not functioning, it could disrupt service.
ONT Overheating
Problems where the ONT is overheating, which can lead to performance issues or complete failure of the device.
Request More Devices
Assistance for customers who want to add more devices to their network, which might involve expanding network capacity or troubleshooting device limits.
Wireless Support
Help with setting up, optimizing, or troubleshooting wireless networks, including Wi-Fi range issues, connection drops, or security settings.
DirecTV Error Codes
721
Indicates that the channel being attempted to access is not included in the current subscription package.
722
The service or channel access has expired due to non-payment or the need to renew the subscription.
771
Issues where the receiver is unable to locate or lock onto the satellite signal, possibly due to weather, obstruction, or equipment issues.
Common Receiver Problems
DVR Issues
Problems related to the Digital Video Recorder, such as recording failures, playback issues, or formatting errors.
Missing Channels
When channels that should be available according to the subscription package are not showing up.
Missing HD Channels
Specifically for when high-definition channels are missing, which could be due to equipment limitations or service issues.
No Picture
No visual output on the TV, which could stem from cable connections, receiver issues, or TV settings.
Common Receiver Problems (Continued)
No Signal Message
Indicates the receiver is not getting a satellite signal, which could be due to alignment, weather, or hardware issues.
Random Channel Change
The receiver unexpectedly changes channels, possibly due to remote interference or a glitch in the receiver software.
Remote Issues
Problems with the remote control, such as non-responsiveness, pairing issues, or functionality problems.
Volume Issues
Issues with the audio volume, which might include no sound, low volume, or inconsistent sound levels.
Creating Tickets
1
2
3
4
5
6
1
Ticket Name
A brief title or description of the issue.
2
Source
Select the source of the ticket.
3
Type
Choose "Request" or "Problem".
4
Workgroup
Assign the ticket to the appropriate queue.
5
Assigned To
Leave this field blank.
6
Category
Select from the drop-down options.
Internet and Wi-Fi Support
1
Customer Device Support
Assisting customers with troubleshooting internet connectivity issues on their devices.
2
Device Registration
Registering new devices on the customer's internet network.
3
DNS Error
Troubleshooting issues related to Domain Name System errors.
4
Intermittent Connection
Resolving issues where the internet connection drops in and out.
5
Limited or No Connectivity
Addressing situations where customers have limited or no internet access.
6
- Network Speeds
- No DHCP
- ONT Missing or Offline
- ONT Overheating
- Request More Devices
- Wireless Support
DirecTV Support
721 – Channel Not Purchased
You're trying to watch a channel that's not in your subscription package.
722 – Authorization Has Expired
Your subscription or account information needs to be renewed.
771 – Searching for Satellite
Your receiver is having trouble finding the satellite signal – it could be the weather or an equipment problem.
- DirecTV Support
- DVR Issues
- Missing Channels
- Missing HD Channels
- No Picture
- No Signal Message
- Random Channel Change
- Remote Issues
- Volume Issues
Additional Notes
- If no subcategory matches the issue, leave it blank.
- A new ticket should open automatically after selecting the account. If it does not, click the "NEW TICKET" button.
Account Management
Account Questions
Likely for issues related to user accounts.
Billing Questions
For inquiries about billing, payments, or invoices.
New Service or Change of Service
For requests involving new service activations or modifications to existing services.
Orders and Installations
Internet install, VoIP and Internet install, TV install.
Cancellations and Returns
For customers who wish to cancel services or return equipment.
Phone Support
Auto Attendant Configuration Call Forwarding Issues Education Fax Support Move Line Support No Dial Tone Static On Line
Priority
This section allows for setting the urgency of the ticket: Low Medium High Emergency
Status
Indicates the current state of the ticket: Active Closed Deleted Inactive Install Pending Project Quotes
Description
A section for detailed descriptions of the issue, including troubleshooting steps taken.
Get Help
Check Network Status
Stellar Admin Dashboard
Stellar Dashboard Login Info
Username: Password: not included possible public access
Rocketchat Login
