carol@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
boba@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
dougeide@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|On magnesium, use the grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105) command to find the username and password.|Once you have determined that they are on the Cluster  you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|You have the customer reboot their computer.  Unplug the computer.  Turn the computer back on and check the modem lights.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
michaelch@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|All of the above|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Nothing.  They should just delete the e-mail..|showcase.netins.net|showcase.netins.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|None of the above|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
kentkr@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Nothing.  They should just delete the e-mail..|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
alang@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open Remote Access...the information is listed under the 'File' tab.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
michellef@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|TCP/IP|Remote Access|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|ftp.netins.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|2|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open System Preferences, click on the 'File' tab and the MAC address will be there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
shawnice@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|TCP/IP|TCP/IP|TCP/IP|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Nothing.  They should just delete the e-mail..|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|10 and 20|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
lesliep@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
brucez@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.IaTelecom.com|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 3.x/95/98/ME|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|All of the above.|All of the above|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|After you have logged into RACv2, their account information will give you all the details.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
tech-support@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|All of the above.|All of the above|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/~areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|2|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
toddm@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Any 56k hardware modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info off the Search page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|CGP|DHCPREQUEST - DHCPACK|00:20:35:83:22:a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Go to the Network Control Panel and disable WINS and enable DNS, reboot the computer to resolve their issues.|CGP [mail logs] in RACv2
deborahsl@netins.net|Richard M. Vohs|William Shutters|http://noc.netins.net|http://noc.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGS stands for Regular Schedule and is how you record all your hours in Time Reporter.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|TCP/IP|Remote Access|Free PPP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|NEC|False|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|showcase.netins.net|http://showcase.netins.net/~areaname|http://showcase.netins.net/web/areaname|10 each|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|True|4|They are all associated with different kinds of DSL modems and determine what drivers are used.|All of the above.|At the run command type in 'winipcfg'.|At the run command type in 'winipcfg'.|Open Remote Access...the information is listed under the 'File' tab.|True|DHCP|All of the above.|00:20:35:83:22:a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
donnast@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|Once you have determined that they are on the Cluster  you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command enter 'ipconfig'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|CGP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
chrisgo@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail without the headers to support@iowatelecom.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|On magnesium, use the 'grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105)' command to find the username and password.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
aarone@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGS stands for Regular Schedule and is how you record all your hours in Time Reporter.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.netins.net|http://showcase.netins.net/~areaname|http://showcase.netins.net/~areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|On magnesium, use the grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105) command to find the username and password.|After you have logged into RACv2, their account information will give you all the details.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command type in 'winipcfg'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|None of the above|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|Ask the Level 2 on point or a supervisor.
jacob@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/~areaname|http://www.iowatelecom.net/~username|10 and 20|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|After you have logged into RACv2, their account information will give you all the details.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open System Preferences, click on the 'File' tab and the MAC address will be there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
bryans@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|When you work extra hours during a pay period.  They are recorded as REGS.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log into RACv2 and go to Showcase_Menu.|After you have logged into RACv2, their account information will give you all the details.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
adamm@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|It is required that you have different usernames so you can log into  e-mail, the intranet and RACv2.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|After you have logged into RACv2, their account information will give you all the details.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|False|4|There is no difference.  They are differnet names for the same thing.|The customers e-mail addresss and password.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Apple computers do not use MAC addresses to do broadband connections.  The use IFM instead.|False|DHCP|All of the above.|00-20-35-83-22-A8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
jeremym@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|Remote Access|RACv2|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info off the Search page.|ITS MRTG Modem Info on the Search page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.netins.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net, do a "nslookup" and check their IP address to see if they are on the Cobalt servers or the Cluster.|On magnesium, use the grep domain /usr/common/cobalt-ip-allocation/167.142.103 (or 104 or 105) command to find the username and password.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00-20-35-83-22-a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
katied@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|You record your hours as REGS when you have worked at least 5 hours after 5 pm.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|TCP/IP|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|All of the above.|All of the above|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Transfer all of them to a Level 2 tech or supervisor.|Log on to magnesium.netins.net and do a "whois" on the domain name to check  their IP address to see if they are on the Cobalt servers or the Cluster.|Once you have determined that they are on the Cluster you will use the Showcase_Menu command to get to the E. Showcase command menu, use the 'esi' command and, when prompted, enter their domain name.  The results will give you their username and password.|After you have logged into RACv2, their account information will give you all the details.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPDISCOVER - DHCPOFFER|00:20:35:83:22:a8|LAN|You have the customer reboot their computer.  Unplug the computer.  Turn the computer back on and check the modem lights.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
christinet@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGS stands for Regular Schedule and is how you record all your hours in Time Reporter.|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Tell them we don't support that.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info on the Search page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|It is required that you have different usernames so you can log into  e-mail, the intranet and RACv2.|POP3|True|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Enhanced Showcase flowcharts on the noc tools page.|Log on to magnesium.netins.net and do a "whois" on the domain name to check  their IP address to see if they are on the Cobalt servers or the Cluster.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|Ask a Level 2 tech or supervisor to contact Systems and get the information from them.|False|4|They are all assigned different IP addresses.|All of the above.|At the run command enter 'ipconfig'.|At the run command type in 'winipcfg'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
andrewg@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|When you go on vacation.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2 or Queries|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|False|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.netins.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|4|They are all associated with different kinds of DSL modems and determine what drivers are used.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPREQUEST - DHCPACK|00-20-35-83-22-a8|TCP/IP|Explain to the customer that if the lights aren't on that there is something wrong with their modem and refer them to their modem manufacturer and/or telco.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Nothing...None of our ISDN customers dial that number.|CGP [mail logs] in RACv2
billk@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|TCP/IP|DUN|TCP/IP|RACv2 or Queries|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|All of the above.|ITS MRTG Modem Info on the Search page.|Transfer them to a Level 2 or Supervisor.|It is required that you have different usernames so you can log into  e-mail, the intranet and RACv2.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.netins.net|http://showcase.netins.net/~areaname|http://showcase.netins.net/~areaname|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Billing or Administrative Contact|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|All of the above.|00-20-35-83-22-A8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|We transfer them to the telco.|CGP [mail logs] in RACv2
dennishn@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2 or Queries|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Any 56k hardware modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Billing or Administrative Contact|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
daveh@netins.net|Mike Eggley|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|Remote Access|TCP/IP|RACv2 or Queries|The customer's Network Administrater changed their settings.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|Under 'General Information' on the noc tools page.|Under 'General Information' on the noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|The difference is that you get to choose your username,  but you will be assigned your e-mail address and account name.|POP3|False|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|basic.netins.net|http://showcase.netins.net/~areaname|http://www.iowatelecom.net/~username|10 and 20|Transfer all of them to a Level 2 tech or supervisor.|Go to the NOC Tools page and check the database there.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|4|They are all different components that have unique functions and addresses when connecting with a 56k modem.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open System Preferences, click on the 'File' tab and the MAC address will be there.|False|DHCP|None of the above|00:20:35:83:22:a8|LAN|You have the customer log off their computer and log back on.  Check the  lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|Ask the Level 2 on point or a supervisor.
brianlund@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2 or Queries|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|ITS MRTG Modem Info link on the support/tools or noc tools page.|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|It is required that you have different usernames so you can log into  e-mail, the intranet and RACv2.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.iowatelecom.net|smtp.netins.net|smtp.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|upload.iowatelecom.net|http://showcase.netins.net/web/areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|4|There is no difference.  They are differnet names for the same thing.|All of the above.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|We transfer them to the telco.|CGP [mail logs] in RACv2
yolandah@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|http://www.iowatelecom.net|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|Remote Access|RACv2 or Queries|They are using the wrong username or password.|Their shared secret.|RACv2|Unfortunately, I am unable to recommend any specific modem.|Refer them to their modem or computer manufacturer.|Under 'General Information' on the noc tools page.|All of the above|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|POP3|True|Their username and password.|pop3.netins.net|pop3.iowatelecom.net|pop3.netins.net|pop3.iowatelecom.net|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|basic.netins.net|http://showcase.netins.net/~areaname|http://www.iowatelecom.net/~username|20 and 10|Use the Web Services tab in the CPR.|Go to the NOC Tools page and check the database there.|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|True|4|They are all associated with different kinds of DSL modems and determine what drivers are used.|All of the above.|At the run command type in 'winipcfg'.|At the run command type in 'winipcfg'.|Open System Preferences, click on the 'File' tab and the MAC address will be there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DUN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Nothing...None of our ISDN customers dial that number.|CGP [mail logs] in RACv2
ericp@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|When you go on vacation.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|DUN|DUN|DUN|RACv2 or Queries|The customer's Network Administrater changed their settings.|Their shared secret.|CSI|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|RACv2|True|Their e-mail address and password.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|smtp.sampsonisp.com|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://showcase.netins.net/~areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Go to the NOC Tools page and check the database there.|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|4|They are all assigned different IP addresses.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command type in 'winipcfg'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00-20-35-83-22-a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
brent@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|When you go on vacation.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|Remote Access|RACv2 or Queries|The customer's Network Administrater changed their settings.|Their shared secret.|CSI|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info off the Search page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|The difference is that you get to choose your username,  but you will be assigned your e-mail address and account name.|POP3|True|Their e-mail address and password.|pop3.netins.net|pop3.schallertel.net|pop3.netins.net|pop3.sampsonips.com|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|10 and 20|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Billing or Administrative Contact|False|4|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Nothing...None of our ISDN customers dial that number.|CGP [mail logs] in RACv2
derekhe|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|When you are sick.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2 or Queries|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info link off the support/tools or noc tools page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|smtp.sampsonisp.com|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Unix Utilities|Billing or Administrative Contact|False|4|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|We transfer them to the telco.|CGP [mail logs] in RACv2
brandonb@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     880100     662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Good morning/afternoon/evening.  This is ___. Could I have your e-mail address please?"|Remote Access|DUN|TCP/IP|RACv2 or Queries|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|All of the above.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Nothing.  They are all the same.|CGP|True|Their e-mail address and password.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|smtp.sampsonisp.com|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Billing or Administrative Contact|False|4|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|Message the Level 2 tech on point and ask them to contact Systems for you as you have an ISDN customer as they trouble-shoot issues for these customers.|CGP [mail logs] in RACv2
mannib@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Any 56k hardware modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Outsourced customers use only their username and password to connect.|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|They are all assigned different IP addresses.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
stephen@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|Remote Access|TCP/IP|WebAdmin site|The customer's Network Administrater changed their settings.|Their social security number.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Outsourced customers use only their username and password to connect.|CGP|True|Give them the "abuse@outsourced.domain" address and ask them to forward the email to that address.|pop3.netins.net|pop3.netins.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|10 and 20|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under User Administration|The person with the netINS e-mail address associated with the account.|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|They are all associated with different kinds of DSL modems and determine what drivers are used.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|DHCPDISCOVER - DHCPOFFER|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
nancyd@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|When you are late for work.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Outsourced customers use only their username and password to connect.|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|ftp://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Ask the user|In RACv2 under Web/Mail Hosting Administration|Anyone with a valid account on the Web/Mail Hosting Account|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command enter 'ipconfig'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open Remote Access...the information is listed under the 'File' tab.|True|DHCP|DHCPDISCOVER - DHCPOFFER|00.20.35.83.22.a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
erinm@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|When you go on vacation.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|DUN|TCP/IP|WebAdmin site|The customer's Network Administrater changed their settings.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info off the Search page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|POP3|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
andrean@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|Ask a Level 2 tech or supervisor.|All of the above|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|POP3|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.netins.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|They are all associated with different kinds of DSL modems and determine what drivers are used.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|All of the above.|00.20.35.83.22.a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
kylest@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|DUN|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Only netINS customers use their username and password to connect.|POP3|True|Ask for Abuse in the mIRC main channel.|smtp.netins.net|smtp.schallertel.net|pop3.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|DHCP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
davids@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://www.southslope.net/~username/|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
stewart@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/join|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Tell them we don't support that.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under User Administration|The person with the netINS e-mail address associated with the account.|False|Create a new account each time an F&B Communications customer calls in as the application is not able to save account information for these customers.|There is no difference.  They are different names for the same thing.|The customers e-mail addresss and password.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPREQUEST - DHCPACK|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
ronald@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|The customer's Network Administrater changed their settings.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Outsourced customers use only their username and password to connect.|POP3|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|showcase.netins.net|http://www.southslope.net/~username/|http://showcase.netins.net/~areaname|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|The person with the netINS e-mail address associated with the account.|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPREQUEST - DHCPACK|00.20.35.83.22.a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
brianh|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|TCP/IP|TCP/IP|WebAdmin site|The customer's Network Administrater changed their settings.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG Modem Info off the Search page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Only outsourced customers use their full email address and password to connect.|POP3|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.ace.com|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|ftp://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under User Administration|Administrative Contact only|False|Ask a Level 2 tech or Supervisor to look up the customer for you.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|At the run command type in 'winipcfg'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|ADSL|DHCPREQUEST - DHCPACK|00-20-35-83-22-A8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
brianh@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Outsourced customers use only their username and password to connect.|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
nickir@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/name|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|TCP/IP|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|CGP|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|showcase.netins.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under User Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|They are all different components that have unique functions and addresses when connecting with a 56k modem.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPDISCOVER - DHCPOFFER|00:20:35:83:22:a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
christinaj@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|DUN|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|RACv2|True|Check the Outsourced cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|DHCPDISCOVER - DHCPOFFER|00.20.35.83.22.a8|LAN|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
jennifera@netins.net|Richard M. Vohs|William Shutters|http://www.netins.com|Unfortunately, I am unable to recommend any specific modem.|/nick|Call the supervisor on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|DUN|TCP/IP|vISP|They are using the wrong username or password.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Only outsourced customers use their full email address and password to connect.|POP3|True|Give them the "abuse@outsourced.domain" address and ask them to forward the email to that address.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Unix Utilities|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|None of the above|00:20:35:83:22:a8|TCP/IP|Unplug modem power and phone cord ...power down computer...unplug computer...leave for 30 seconds...plug in modem phone cord...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|True|CGP [mail logs] in RACv2
terryb|Mike Eggley|William Shutters|http://www.netins.net|Any 56k hardware modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact a Supervisor.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|CGP|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under User Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new outsourced account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses the same IP.|False|CGP [mail logs] in RACv2
zacharyh|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     10     1     885310     662000|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|Run->inetwiz->Internet Connection Wizard.|Remote Access|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|Only netINS customers use their username and password to connect.|CGP|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.netins.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Transfer the customer to F&B Communications so they can set up the account.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|CGP|None of the above|00.20.35.83.22.a8|DHCP|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
bryanlar|Richard M. Vohs|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|TCP/IP|Run->inetwiz->Internet Connection Wizard.|TCP/IP|Pathworks|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|Under 'General Information' on the noc tools page.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|CSS customers use only their username and password to connect.|POP3|True|Give them the "abuse@CSS.domain" address and ask them to forward the email to that address.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|showcase.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under User Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI.|They are all associated with different kinds of DSL modems and determine what drivers are used.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|DHCPDISCOVER - DHCPOFFER|00.20.35.83.22.a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
adamr|Mike Eggley|William Shutters|http://www.netins.com|Any 56k hardware modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 7.5.5 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|Remote Access|Ask a Level 2 tech or supervisor.|All of the above|Their shared secret.|magnesium.netins.net|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|RACv2|False|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Reply to the e-mail and ask the offender to cease and desist.|showcase.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|ftp://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Go to the NOC Tools page and check the database there.|In RACv2 under User Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI.|They are all assigned different IP addresses.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open Remote Access...the information is listed under the 'File' tab.|True|DHCP|All of the above.|00:20:35:83:22:a8|TCP/IP|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [radius logs] in magnesium.netins.net
matthewe|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|WebAdmin site|All of the above|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|CSS customers use only their username and password to connect.|POP3|True|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.netins.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Ask a Level 2 tech or Supervisor to look up the customer for you.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00.20.35.83.22.a8|TCP/IP|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
travissa|Mike Eggley|Richard M. Vohs|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|Pathworks|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Go into the Network Control Panel and disable WINS and enable DNS Configuration.|CSS customers use only their username and password to connect.|CGP|True|Give them the "abuse@CSS.domain" address and ask them to forward the email to that address.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.southslope.net|http://showcase.netins.net/~areaname|ftp://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|False|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
terrye@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|Pathworks|The customer's Network Administrater changed their settings.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|www.webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|CGP|True|Check the CSS cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.ace.com|Send the offensive e-mail with all headers to abuse@netins.net|ftp.netins.net|ftp.southslope.net|http://www.southslope.net/~username/|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Logfiles|The person with the netINS e-mail address associated with the account.|False|Transfer the customer to F&B Communications so they can set up the account.|They are all different components that have unique functions and addresses when connecting with a 56k modem.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|IFM|DHCPDISCOVER - DHCPOFFER|00.20.35.83.22.a8|TCP/IP|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
matthewn@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows 95/98/ME/NT/2000/XP|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|Ask a Level 2 tech or supervisor.|All of the above|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|CSS customers use only their username and password to connect.|POP3|True|Give them the "abuse@CSS.domain" address and ask them to forward the email to that address.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://showcase.netins.net/web/areaname|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Billing or Administrative Contact|False|Ask a Level 2 tech or Supervisor to look up the customer for you.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPDISCOVER - DHCPOFFER|00:20:35:83:22:a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
jackkiel@netins.net|Mike Eggley|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|CSS customers use only their username and password to connect.|CGP|True|Check the CSS cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP.|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI.|There is no difference.  They are different names for the same thing.|When all customer information is filled out and correct, use the L2 button in the CPR.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|DHCPDISCOVER - DHCPOFFER|00:20:35:83:22:a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
royh@netins.net|Richard M. Vohs|Mike Eggley|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Run->inetwiz->Internet Connection Wizard.|TCP/IP|WebAdmin site|They have tried to log on to the Internet with the same username and password again when they are already connected.|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|netINS MRTG found in the ToolBox..|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|CSS customers use only their username and password to connect.|CGP|True|Check the CSS cheat sheet and follow procedures outlined there.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|basic.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'.|Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there.|True|DHCP|All of the above.|00:20:35:83:22:a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2
jonnab@netins.net|Richard M. Vohs|William Shutters|http://www.netins.net|Unfortunately, I am unable to recommend any specific modem.|/nick|Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them.|All of the above.|REGH     5     1     895100    662100|"We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product."|All of the above|Windows (95/98/Me/2000/XP)|versions 8.6 and above|Rephrase your directions until they do understand.|"Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?"|Remote Access|Apple icon->Control Panels->Remote Access|TCP/IP|Ask a Level 2 tech or supervisor.|All of the above|Their shared secret.|CSI/RACv2|If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point.|Refer them to their modem or computer manufacturer.|All of the above.|webmail.netins.net|Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP.|No difference|POP3|False|Ask for Abuse in the mIRC main channel.|pop3.netins.net|pop3.schallertel.net|smtp.netins.net|email.acegroup.cc|Send the offensive e-mail with all headers to abuse@netins.net|basic.netins.net|ftp.southslope.net|http://showcase.netins.net/web/areaname|http://www.dunkerton.net/~username/|20 and 10|Use the Web Services tab in the CPR.|Look at the userfiles for the customers dial-up/DSL account information|In RACv2 under Web/Mail Hosting Administration|Administrative Contact only|False|Transfer the customer to F&B Communications so they can set up the account.|There is no difference.  They are different names for the same thing.|Their MAC address, OS and their real name plus and short explanation of what has been done.|At the run command type in 'winipcfg'.|At the run command enter 'ipconfig'.|Open Remote Access...the information is listed under the 'File' tab.|True|DHCP|All of the above.|00.20.35.83.22.a8|LAN|Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem.|Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP.|False|CGP [mail logs] in RACv2