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ChaseTek Support

 

Ongoing Support

Whether its deciphering a bill or reprogramming a phone for a new employee, our Support team has the answer or will get it for you.  For many customers, many of these types or problems or questions occur irregularly, making it difficult to stay up-to-date and manage.  ChaseTek maintains and is constantly updating a library of supplier information and is a trusted resource for our clients’ questions.

 

Help Desk

Our team provides help desk support, including the advanced troubleshooting of service issues with site-contacts, suppliers and technology partners to identify the problem and coordinate resolution for our clients.  Our constant interaction with supplier solutions makes us familiar with most service-affecting issues, and allows us to quickly identify and focus on the core problem.  Our team will open the appropriate ticket(s) with suppliers and manage and document the communication between parties required to achieve resolution.

Trouble Ticket Management

Our support group provides a single point of contact for all client locations when a service issue is detected.  After triaging with the client, our team will open a ticket(s) with the appropriate parties and manage the issue resolution through completion.  Our detailed record keeping also helps to provide resources for identifying chronic issues and identifying SLA credits.

Inventory Management

Maintaining an accurate inventory of our clients’ installed infrastructure is critical to providing a high level of support.  In addition, as a point of contact for all adds, moves and changes, our database becomes a living, accurate record of installed inventory, making the identification of details easy:  Phone numbers, IP address information, contract end-dates.

Advanced Troubleshooting

As traditional voice and data services converge with traditional IT solutions, the process of identifying the true nature of the problem has become more complicated.  What may appear to an end-user to be an issue with network connectivity is often more complex and isolated to specific applications or devices, such as POS systems, or firewalls, to name a couple.  Our Support Group is highly experienced and trained in managing this process, and will work with users, supplier and vendor partners to

Browse F.A.Q. Topics

Internet Connectivity

  • Is Your Internet Down?

    Power Outage – Are you having local issues with weather or construction?

    Check if power outlet at the modem is still active.

    Modem Reboot

    How do I reboot my cable modem?

    Follow these instructions to reboot your cable modem:

    1. Power off your computer and/or router.
    2. Please locate the power cord on the back of the Cable modem.
    3. Unplug power, wait 5 seconds and then plug it back in.
    4. The lights on the modem should turn off and then slowly be restored within a few minutes.
    5. Please wait until the “Online” light is solid.
    6. Power up your computer. If you have a router, power up your router before your computer has powered up.
    7. If the speed test still show below the Targeted Download Speed contact ChaseTek – 614-452-7200 or email at repair@chasetek.com
  • Is Your Internet Slow?

    How to troubleshoot a slow Internet connection

    Slow internet browsing can be very frustrating. It’s possible that there is something specific to your location and equipment that is causing the slow down.

    1. Verify if other users on your system are having the same issues with the internet speed being slow?
    2. Check to see if there are any users streaming applications (ie – Netflix, internet radio, downloading applications or preforming a backup)
    3. Next, run a speed test (link to speed test)
      • Note: Your speed can be affected by changes in network traffic and usage, which will usually vary across days and the time of day.
      • Write down the date, time and your results each time you run a test.
    1. Compare your results against the table below. Are your speeds lower than or at/above the Target Download Speed?
    Your Connection Speed Target Download Speed (Wired)
    3 Mbps 2.4 Mbps
    5 Mbps 4 Mbps
    10 Mbps 8 Mbps
    15 Mbps 13 Mbps
    20 Mbps 16 Mbps
    50 Mbps 42 Mbps
    1. If your speed test result was at or above the Target Download Speed, then you’re receiving your subscribed speed.
    2. If the speed test shows your speed is slower than the Target Download Speed for your connection, reboot your computer and run the speed test again.
    3. If the speed test still show below the Targeted Download Speed follow these steps to reboot the cable modem
    4. Power off your computer and/or router.
    5. Please locate the power cord on the back of the Cable modem.
    6. Unplug power, wait 5 seconds and then plug it back in.
    7. The lights on the modem should turn off and then slowly be restored within a few minutes.
    8. Please wait until the “Online” light is solid.
    9. Power up your computer. If you have a router, power up your router before your computer has powered up.
    10. Run the speed test again
    11. If the speed test still show below the Targeted Download Speed contact ChaseTek – 614-452-7200 or email at repair@chasetek.com

Phone Connectivity

  • Unable to Get a Dial Tone?
    1. Determine if you are experiencing no dial tone on one or all of your phone lines.
    2. Contact ChaseTek – 614-452-7200 or email at repair@chasetek.com with the 3 call examples
    3. Are you having local issues with weather or construction?
  • Having Voice Quality Issues?
    1. Determine if the poor call quality is happening with more than one person?
    2. Document 3 call examples
      • Must be within the past 24 hours
      • Telephone numbers – the number called from and called to
      • Time of the call
      • Type of quality experienced – choppy, dropped, muffled
    3. Contact ChaseTek – 614-452-7200 or email at repair@chasetek.com with the 3 call examples

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