Obviously the script writers weren’t thinking about it too much either.  Many character interactions took place in the middle of earthquakes, tidal waves, cities sinking into the ocean–get this–ON CELL PHONES!  Conventional landlines were there too–always working, always reliable–characters could hear every word and stress point in each other’s voices.  This points out just how much we rely upon our communications infrastructure, and take it for granted that it will always work, come hell or high water (in this case, VERY high water).

While I don’t want to point out the obvious, the reality can be much different in a real disaster.  Most communications companies really try to create reliable service, and take great pains to ensure redundancy of systems to prevent outages based on equipment failure.  WOW! takes pride in the fact that our telephony products have a 99.999% availability, disasters and all.

And we’ve had a few.  Several years ago in Evansville and directly south, a freezing rain weather event destroyed much of the outside plant for both communications and electrical power.  Connections to cell towers, switching centers, and customers were damaged or destroyed.  One of my engineering staff who lives south of the Ohio was out of power for 5 weeks as crews scrambled to rebuild the damaged grid.  It does beg the question, “What can I do to be able to communicate in a ‘disruptive’ event?”  Here are a couple of suggestions:

1)  Be sure you have an older analog phone handy that doesn’t require power to ring, and accepts “talk battery” from the network.  One of the older Bell Western Electric models is good to keep around for this purpose.

2)  Keep the batteries in your WOW! equipment maintained and in good shape.  These batteries will sustain an EMTA (with or without conversation) for at least 8 hours if they are maintained properly.  Periodically, WOW! will send out a notice regarding a scheduled or indicated battery replacement–don’t ignore those notices.  Just get it done.

3)  If you live in an area prone to weather events which cause power disruption, consider the purchase of an emergency generator.  Like it or not, we depend upon power for much of our modern necessities in most homes, including communications.  A portable generator can keep cell phones charged, as well as internet and voice communications up and running, not to mention refrigerators, freezers, furnaces, etc.

4)  Get to know your neighbors.  Pooled resources locally in a time of disruption can make everyone more comfortable and safe.

Invite them over to watch a disaster movie

Until next time…

Stephanie – Customer Care Associate – Tier III

The life of a Customer Care Associate Tier III, here at WOW! is one of the most complex of all inbound call support. This position not only handles inbound service calls and typical technical support, as the Tier II’s control, such as:

• Supports the internet product by troubleshooting internet connectivity issues; setting up e-mail accounts in outlook/outlook express; and supporting Windows and MAC operating systems.
• Supports HSD by analyzing and troubleshooting slow speeds, installing and configuring security applications, and supporting webmail applications and the customer’s access to the portal website.
• Supports the phone product by educating the customer on the use of the service; setting up features, troubleshooting dial tone situations and poor sound quality.
• Responsible for recognizing and escalating 911 issues.
• Troubleshoots cable issues, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.
• Supports billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and proration when changes are made.

The Tier III’s have additional duties which include:

• Involvement in project support for the call centers and Field operations
• Advanced F-Secure (security)Troubleshooting
• Advanced Home Networking Support
• Utilization of Network Operation Center tools to aid in the support of advanced service issues for all agents
• Provide support to customers with repeat issues
• Provide support to customers with escalated support issues
• Provide support for Dispatch escalations during high Dispatch contact volume periods

I had a chance to speak to one of our Tier III representative, Stephanie, and asked her the following questions:

• Tell me what a typical day in the life of WOW! Tier III is like?

Stephanie – Tier III’s have several tasks and applications we monitor throughout the day. We monitor two applications for Telephone Operations Team (TeleOps) which we work with our customers and TeleOps to fix or schedule a truck rolls to fix problems customer have with phone. We also monitor the Telephony Specialist (TeleSpec) inbox which has a variety of emails that come in throughout the day to include phone inquiry forms, seasonal requests, incorrect addresses, tech support along with escalation call backs and day call backs from the night crew.

• What are the tools you have available to do your job?

 Stephanie – WOW has provided the Tier III with several tools to do our jobs with. Along with all the TeleSpec tools, we also have phone database tasks and port ownership tool we monitor and are there to help assist with phone issues. The Tier III’s has access to several Network Operations tools to help with email and security problems. Tier III portal articles have all been updated and are very easy to follow, with step by step trouble shooting instructions for home networking problems the customer may have along with advanced networking tools to help our customers with any service related problems.

• What’s the most rewarding part of your job?

 Stephanie – The most rewarding part of being a Tier III is when you have helped either the customer or the rep solve a problem and everything is now working right. To hear relief in a customer or reps voice is a great feeling.

• What training do you have to go through to do your job?

 Stephanie – Along with the training for Tier II , technical support position we all received, The Tier III’s also attended several different gap training sessions to introduce us to and train us on all the tools wow has provided us with to help with any issue that arises with our equipment or services.

• What’s the most asked question you get from customers?

Stephanie – That is a hard question to answer. We never have just typical days and typical issues as Tier III. The most frequent issues we deal with everyday are porting in/out of phone numbers and home networking issues. Most common home networking question would be what the customer’s password is.

• Can WOW! Tier III’s answer other questions about my service?

Stephanie - Tier III can answer all service related questions asked by our customers. If we are not sure of the answer, we have several different resources to go to get the correct answer for our customer or reps.

  There is not a lot that this group cannot handle, when considering technical support. The group is made up of the best of the best technical support personnel. If this group cannot fix it, it probably cannot be fixed over the phone by anyone.

• In the event of a power outage, your WOW! Phone service (including access to 911)  will continue to work as expected so long as your broadband connection is unaffected.  Thankfully, WOW! modems include a back-up battery pack that lasts approximately 4 hours.
• It pays to keep at least one corded phone in your house because some cordless phones depend upon power and may not work in a power outage.
• Check your Advanced Modem battery lights regularly to ensure that your battery is functioning correctly.  If you have any questions on your Advanced Modem battery, or WOW!’s support of your battery, please call us at 1-866-496-9669 or visit www.wowway.com/phonebattery 

We hope mother nature is always good to you and keeps your power and cable connection flowing so you don’t need to worry.  But, in case she’s not good to you, remember where you stashed your flashlight and candles, have a corded phone handy, and know that  you are likely able to call someone (like your Mom) to offer encouragement while waiting for the lights to come back on.