THE FIX
Phone Issues
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Connectivity Issues

Restore the customer's connection.

Customer Goal

Get the captioning phone back online and confirm reliable internet connectivity.

Why It Matters

A working internet connection is required for captions. Confirming connectivity early prevents unnecessary troubleshooting and identifies outages quickly.

  1. 1

    Identify

    Understand the situation.

    Ask the customer
    • When did you first notice the issue?
    • Was the phone working before this?
    • Is the issue consistent or intermittent?
    Why it matters: Helps determine if this is a recent disruption or an ongoing issue.
    Stay calm, be clear, and set expectations. You're here to help!
Quick Tips
  • Stay calm, be clear, and set expectations — you're here to help.
  • Always confirm account verification prior to any TRS transfer.
  • Test after every action to confirm the issue is resolved.
Escalation Criteria — TRS

Escalate only if:

  • Internet isn't suspended
  • No active outage
  • Completed T1 troubleshooting
  • Issue remains unresolved
  • Recurring issue

Warm transfer to TRS and provide a brief summary of steps taken and outcome.

Common Customer Issues
  • Router or modem unplugged or power cycled recently
  • Wi-Fi password recently changed
  • Customer moved phone too far from router
  • Local ISP outage
Related Resources
  • SOP — Connectivity Troubleshooting
  • KB — Reconnecting to Home Wi-Fi
  • Help Video — Power Cycling the Phone
  • THE KEY — Helping customers test their internet