Troubleshooting Intermittent Internet Connectivity Issues - Tier 2

When  intermittent internet connectivity issues are escalated to Tier 2, please follow these steps to identify and resolve the issue: 

1. Verify that the customer has successfully completed Tier 1 troubleshooting steps within the last 72 hours, including sending a refresh signal to the modem/router, restarting the modem/router, checked wires and connections to modem/router, optimized router placement in home and tested alternate websites and devices.
2. Run diagnostics to determine equipment status
3. Determine date of last firmware update to modem/router.
4. Determine most recent date lines to home installed / replaced.  If last install/replacement date greater than 8 years, schedule truck roll to replace line to home free of charge.