Stellar Broadband Job Aid
Jan 9 2025
Determine if the issue affects one or multiple devices.
Identify if the problem is with DirecTV or Internet.
Note any specific error codes or messages displayed.
Ensure TV is on the correct input source.
Check if the receiver is properly powered on.
Confirm all cables are securely connected.
Signal loss. Check cable connections and reset receiver.
Communication issue with satellite dish. Verify connections and reset.
Channel authorization issue. May require reauthorization.
Errors 726, 736, or unlisted errors should be escalated immediately.
Unplug power cord, try different outlet or bypass power strip.
Press red reset button on receiver. Location varies by model.
Call (866) 386-7778 for automated service outage information.
Verify the router supports speeds of at least 100 Mbps.
Turn the router off and on again. Avoid resetting unless necessary.
- 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.
5
Only
likely account suspended
Verify router capability for required speed.
Ensure laptops are plugged in for optimal performance.
Consider peak usage times (around 9 PM) for speed tests.
Use StellarBB's speed test server or alternatives like Fast.com.
Start with pinging 8.8.8.8, then a URL like google.com.
Test connection on another device if available.
Connect directly to modem if possible.
If unresolved, create or update support ticket.
Call (866) 386-7778 to determine if there's a service outage in your area.
You'll receive an automated message detailing any known outages.
If the problem continues, contact support for further assistance.
200–950 Mbps
- 2.4 GHz Band: 25–90 Mbps
- 5 GHz Band: 120–450 Mbps
Customer routers should not be combo devices, as these are incompatible with StellarBB.
For optimal performance with StellarBB, TP-Link routers are recommended.
- Community Wi-Fi
- Personal Wi-Fi router plugged into the wall
- Ethernet wired connection only
- Determine the network name being connected to:
Stellar 2.4, Stellar 5, Stellar Registered Devices
This could indicate that the user has been suspended.
Have the customer ping the IP address 8.8.8.8 (Google's public DNS server).
Ask the customer to ping a URL, such as google.com.
Offer tutorials or guidance to help the customer perform these ping tests if needed.
Check if the customer has another device to test the connection.
Suggest bypassing the router and connecting directly to the modem.
Perform the ping tests as previously instructed.
Search the tool for recent cases with the same issue.
Set the status to "Active" and the workgroup to "Queue."
Enter detailed notes on the right side and click "Add Comment."
Do not use the SMS or email buttons.
Share the ticket number with the caller.
Continue to troubleshoot and attempt to resolve the issue.
Proceed to create a new ticket following the steps outlined in the "CONNECTIONS" pathway.
Direct the caller to open a browser and check if they can access the internet.
Conclude the call as the issue is resolved.
Create a case for the issue if one has not already been logged.
Renewing a lease does not automatically renew StellarBB services. Customers must renew through their Stellar My Account.
Transfers must also be completed via Stellar My Account, with detailed instructions provided in the connections pathway.
Cancellations are handled through Stellar My Account, with extensive walkthroughs available in the connections pathway.
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.
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."
Specify the ticket's origin. Since you are working in the call center, always select "Call Center" as the source.
Select the appropriate ticket type: "#Request" for service requests like installations or equipment replacements, or "#Problem" for troubleshooting issues like outages or slow speeds.
Choose "#Queue" as the workgroup to route the ticket to the appropriate support team.
Leave section blank
Drop down options
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.
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.
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.
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.
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.
Concerns about the speed of the internet or network performance. This may involve checking for bandwidth issues, ISP speed, or local network congestion.
When the Dynamic Host Configuration Protocol (DHCP) server isn't assigning IP addresses to devices, leading to connectivity issues.
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.
Problems where the ONT is overheating, which can lead to performance issues or complete failure of the device.
Assistance for customers who want to add more devices to their network, which might involve expanding network capacity or troubleshooting device limits.
Help with setting up, optimizing, or troubleshooting wireless networks, including Wi-Fi range issues, connection drops, or security settings.
Indicates that the channel being attempted to access is not included in the current subscription package.
The service or channel access has expired due to non-payment or the need to renew the subscription.
Issues where the receiver is unable to locate or lock onto the satellite signal, possibly due to weather, obstruction, or equipment issues.
Problems related to the Digital Video Recorder, such as recording failures, playback issues, or formatting errors.
When channels that should be available according to the subscription package are not showing up.
Specifically for when high-definition channels are missing, which could be due to equipment limitations or service issues.
No visual output on the TV, which could stem from cable connections, receiver issues, or TV settings.
Indicates the receiver is not getting a satellite signal, which could be due to alignment, weather, or hardware issues.
The receiver unexpectedly changes channels, possibly due to remote interference or a glitch in the receiver software.
Problems with the remote control, such as non-responsiveness, pairing issues, or functionality problems.
Issues with the audio volume, which might include no sound, low volume, or inconsistent sound levels.
A brief title or description of the issue.
Select the source of the ticket.
Choose "Request" or "Problem".
Assign the ticket to the appropriate queue.
Leave this field blank.
Select from the drop-down options.
Assisting customers with troubleshooting internet connectivity issues on their devices.
Registering new devices on the customer's internet network.
Troubleshooting issues related to Domain Name System errors.
Resolving issues where the internet connection drops in and out.
Addressing situations where customers have limited or no internet access.
- Network Speeds
- No DHCP
- ONT Missing or Offline
- ONT Overheating
- Request More Devices
- Wireless Support
You're trying to watch a channel that's not in your subscription package.
Your subscription or account information needs to be renewed.
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
- 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.
Likely for issues related to user accounts.
For inquiries about billing, payments, or invoices.
For requests involving new service activations or modifications to existing services.
Internet install, VoIP and Internet install, TV install.
For customers who wish to cancel services or return equipment.
Auto Attendant Configuration Call Forwarding Issues Education Fax Support Move Line Support No Dial Tone Static On Line
This section allows for setting the urgency of the ticket: Low Medium High Emergency
Indicates the current state of the ticket: Active Closed Deleted Inactive Install Pending Project Quotes
A section for detailed descriptions of the issue, including troubleshooting steps taken.
Username: Password: not included possible public access
This vibrant job aid is designed to captivate and guide you through Stellar Broadband.