WIFI Info
      Back to home
      1. Help Center
      2. Internal Knowledge Base
      3. WIFI Info

      How to Respond to a Wifi Issue ? (Mtl)

      https://docs.google.com/document/d/16ZJMe1l-7IPtRjSNPuq6e0DkUg4_4iXxbGOrBXAqAZA/edit?usp=sharing

       

      Procedure
      How to Respond to a Wifi Issue 

      Summary 

      1. Determine the exact problem
      2. Give solutions
      3. Action to take if no immediate resolution

      Determine the exact problem

      1. Is the password incorrect?
      2. Is the network provided not showing up in settings as available?
      3. Is the internet speed low ?
      4. Can they connect to the network but the internet is not functioning? 

      Give solutions

      When you receive a call or ticket about a guest having internet problems, it’s important to understand exactly what seems to be the issue in order to be able to give them the right solution accordingly. Ask the guest for more details about the problem

      • Is the password incorrect?
        •  Make sure the guest is attempting to connect to the right network and is using the right password to do so. 
        • Make sure the network and password the guest is using are correct according to their reservation.
        • If the guest is using the correct network/password, but they still can’t connect, ask the guest to locate the router and to try to connect with the original password.
        • If it’s not working, ask the guest to simply unplug the power cord for 1 minute before plugging it back in. This should restart the router and re-establish the connection. Ask the guest to try to reconnect his device.
        • If this does not work, ask the guest to connect to another nearby Corporate Stays network (if possible) using the same password, but with a different apartment number based on the network they are choosing. For example, if the guest chooses their neighbor’s network CorporateStays805, the password will be ILoveCS805, unless the guest is staying at 
        • Let the guest know our team will pass by shortly to take a closer look. Create a task in basecamp mentioning the issue and what has been done to try to solve the problem. 

       

      • Is the network provided not showing up as an option?
        • Make sure the guest is looking for the correct network based on their location. 
        • If the network does not appear in the settings as an available internet network, ask the guest to locate the router and ask the guest to simply unplug the power cord for 1 minute before plugging it back in. This should restart the router and re-establish the connection. Ask the guest to try to reconnect his device.
        • If this does not work, ask the guest to connect to another nearby Corporate Stays network (if possible) using the same password, but with a different apartment number based on the network they are choosing. For example, if the guest chooses their neighbor’s network CorporateStays805, the password will be ILoveCS805, unless the guest is staying at 
        • Let the guest know our team will pass by shortly to take a closer look. Create a task in basecamp mentioning the issue and what has been done to try to solve the problem. 
      • Is the speed slow?
        • If the guest says the internet seems slower than usual or than it should, ask them to conduct an easy speed test. They can use this link : https://testvitesse.videotron.ca/index-en.html 
        • Ask the guest to share the results and compare their internet speed to the standard offered speed based on their location.
          • If the results show the internet speed is up to standard, let the guest know if an upgrade is possible based on their location and if they’re interested, create a basecamp task for the guest service team to contact the provider  for an upgrade.
            If an upgrade is not possible, recommend the guest to ask for a relocation with their sales representatives in a building with faster internet.
          •  If the speed test results show a slower speed than in the above image, ask the guest to  unplug the power cord from the router and plug it back after a minute. When reconnected to the network, ask the guest to do a second speed test and share the results with us.
        • If the results are not better, ask them to connect to another nearby Corporate Stays network in the meantime and let them know someone will come by shortly to take a closer look. Create a task in basecamp, mention what is the issue, post the results of the speed tests in the notes and let the team know in the comments what has been done so far and the guest service team will take care of it from there. 

       

      • Can they connect to the network, but the internet is not working despite strong service?
        • If the guest tells you they’re able to connect to the network and the service is strong, but for some reason when they go on their internet browser, there’s no connection, ask the guest to locate the router and the modem and unplug the power cord for about a minute before plugging it back in. 
        • Ask the guest to reconnect to the wifi and see if it solved the issue. If not, ask them to connect to another nearby Corporate Stays network in the meantime and let them know someone will come by to take a closer look.