Remote Router Install Process

This article details the processes for remotely installing a router with a end customer.

Once a broadband is installed and the router is delivered it will go into the router installation phase, at this point the job is assigned to an engineer to aid the customer with the setup process.

This article is specifically for remote installations, on site installations will be handled via a separate process.

Once a remote router installation is ready to begin, the broadband provisioning team will assign a ticket into the support queue with the title "Router Install - <COMPANY> - <BROADBAND TYPE>".

This ticket will contain the Company Name, the model of router being installed, the broadband product that is live, and the supplier the broadband is with.

The ticket will be marked as high priority to ensure you pick it up immediately.

Install Process

Once you have the ticket you want to follow the below steps.

1. Contact the company to complete the installation. 
2. Once you get hold of the main contact say the following: "Hi my name is <name> and I'm calling from Connecting Britain, I know you had a router delivered recently for your new broadband, do you have time to go through setting it up?"
   
   1. IF NO: Then say "That's ok, just know that as your broadband is installed and live your billing will begin from today. The router should be fairly plug and play, but if you need some help installing it then please call 0330 320 7971."

1. 1. IF YES: Then proceed to talk the customer through plugging the router into their line. If you connect the router and it doesn't work, then proceed with the normal broadband troubleshooting process.
2. From here notify the provisioning team that you have attempted to install the router and they can mark the broadband as installed,  then close the ticket.

If you can't get hold of the customer

If the customer doesn't answer the phone then you will attempt to call them 3 times, then close if no one is answering.

Follow this exact process.

1. Call once and if they answer follow the installation process.
2. Call a few hours later (or the following day depending on the time of the previous call).
3. Call a few hours later again (or the following day depending on the time of the previous call).
4. After the 4th attempt, send an email to the customer saying the following:
   
   "Hello <customer>,
   
   I have been trying to contact you over the past couple of days regarding your recent broadband installation but I have been unable to get through. I am happy to confirm that everything is now live and ready to go so your billing for this line will start today.
   
   You should have received the router in the mail, as the router is preconfigured it is plug and play.
   
   If you need any help setting up you router then please reach out on 0330 320 7971, or raise a ticket to support@connecting-britain.com.
   
   Thank you,"
5. From here you can inform the provisioning team that the installation is attempted and they can mark it as installed, then close the ticket.

If the customer expects a site visit

If the customer says they thought someone was coming to site to install the router, then say the following:

"I have you down here as a remote installation for the router, it is relatively plug and play so it does not require a site visit to complete".

If the customer still pushes back and refuses to do it remotely then say:

"Unfortunately as I don't have you down as a site install for this router I am not authorised to arrange this for you, I will have to pass this back to the account management team".

From there, close the ticket and notify your manager, the account manager of the customer, and the provisioning team that you have been unable to install the router as the customer has refused to install on the basis that they expected a site visit.