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Wholesale Internet Support

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Internet Wholesale Escalation chart


How to submit a Template:

  1. Find the appropriate template below for the issue your customer is experiencing and click on the link.

  2. Copy the template text and paste it into the Banff portal ticket. Fill in the required information, add notes if necessary and submit the ticket.

  3. The template can also be downloaded for your records.
    To save a copy of the template:
    a) Right-click on the file under attachments and select “Save Link As”
    b) Select a save location on your computer where it’s easy to find (e.g.. DSL Repair Templates)
    c) Select Save

  4. Once you have downloaded or copy/pasted into the template and filled it out correctly, you can submit your ticket for escalation. If you get a character limit warning and more details are needed or required, you can attach a text document to the Banff ticket. Please ensure to only use text formatting. No pictures or other formats are accepted.

NOTE: Please remember to check regularly to ensure you are using the most recent version of the Templates. If any information is missing or incorrectly filled out, this will cause delays in resolving the customer’s issue. All Templates will have the version date next to the Template link and on the file name.

Cable Internet Templates:

CABLE - CONNECT CAN'T BROWSE (version date: Aug. 9, 2017)
CABLE - DHCP (version date: Aug. 9, 2017)
CABLE - PROVISIONING (version date: Aug. 9, 2017)
CABLE - RF (version date: Aug. 9, 2017)
CABLE - SLOW SPEEDS (version date: Aug. 9, 2017)

DSL Internet Templates:

DSL - CONNECT CAN'T BROWSE (version date: Aug. 9, 2017)
DSL - INT SYNC (version date: Aug. 9, 2017)
DSL - MAPPING (version date: Aug. 9, 2017)
DSL - NO SYNC (version date: Aug. 9, 2017)
DSL - PACKET LOSS (version date: Aug. 9, 2017)
DSL - SLOW SPEEDS (version date: Aug. 9, 2017)
DSL - TAG AND LOCATE (version date: Aug. 9, 2017)
DSL - TIME OUT (version date: Aug. 9, 2017)


Properties ID: 000575   Views: 931   Updated: 10 months ago
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