telMax

TOP 10 COMMON CUSTOMER SUPPORT SCENARIOS

Issue 1: Customer wants to confirm availability and maximum speeds at their address Error codes / on-screen text: N/A (pre-order question) Quick Fix:

• Step 1: Ask for exact address or building details

• Step 2: Check telMAX availability and highest available speed tier

• Step 3: Explain symmetrical speeds and unlimited data Service / device variants: Speeds vary by building fibre readiness How to explain it to the customer: “telMAX provides direct pure fibre to many buildings — I can check the exact speeds available at your address right away.” If this does not resolve it: Escalate to sales team for building-specific details. Chasms Visual Tip: See the exact screenshot of telMAX availability checker on Chasms.com

Issue 2: Customer needs help setting up their telMAX router after installation Error codes / on-screen text: No Wi-Fi or weak signal Quick Fix:

• Step 1: Confirm router lights are on and stable

• Step 2: Use WPS or telMAX app to connect devices

• Step 3: Enable 5/6 GHz bands and optimize placement Service / device variants: Different router models for various speed tiers How to explain it to the customer: “Your telMAX router is built for multi-gig performance — let’s get your Wi-Fi optimized quickly.” If this does not resolve it: Recommend mesh add-on or technician revisit. Chasms Visual Tip: See the exact screenshot of telMAX router admin page on Chasms.com

Issue 3: Customer reports slower-than-expected speeds Error codes / on-screen text: Speed test lower than subscribed speed Quick Fix:

• Step 1: Run wired speed test directly to the ONT/router

• Step 2: Restart router and check for firmware updates

• Step 3: Verify no heavy background usage Service / device variants: Higher tiers require Cat6+ cabling for full speeds How to explain it to the customer: “telMAX pure fibre is built for full symmetrical speeds — let’s run a quick test to ensure you’re getting everything you’re paying for.” If this does not resolve it: Escalate to network engineering for line check. Chasms Visual Tip: See the exact screenshot of telMAX speed test results on Chasms.com

Issue 4: Customer having trouble logging into the telMAX customer portal Error codes / on-screen text: “Login failed” Quick Fix:

• Step 1: Confirm correct email and password

• Step 2: Reset password via email link

• Step 3: Clear cache or try different browser Service / device variants: Same process for web and mobile portal How to explain it to the customer: “The telMAX portal makes managing your account simple — let’s get you logged in quickly.” If this does not resolve it: Escalate to support for account verification. Chasms Visual Tip: See the exact screenshot of telMAX portal login on Chasms.com

Issue 5: Customer is moving to a new address and wants to transfer service Error codes / on-screen text: N/A Quick Fix:

• Step 1: Log into portal and submit move request

• Step 2: Provide new address for availability check

• Step 3: Schedule new installation if needed Service / device variants: Availability depends on new building fibre readiness How to explain it to the customer: “telMAX makes moving straightforward — we’ll check availability at your new address and handle the transfer smoothly.” If this does not resolve it: Connect to dedicated move specialist. Chasms Visual Tip: See the exact screenshot of telMAX move request page on Chasms.com

Issue 6: Customer wants to use their own router instead of telMAX’s Error codes / on-screen text: N/A Quick Fix:

• Step 1: Enable bridge mode on telMAX router

• Step 2: Connect customer router to telMAX ONT/gateway

• Step 3: Configure customer router settings Service / device variants: Bridge mode supported on most telMAX equipment How to explain it to the customer: “telMAX fully supports using your own router — we can walk you through enabling bridge mode for full speeds.” If this does not resolve it: Provide advanced configuration guide. Chasms Visual Tip: See the exact screenshot of telMAX bridge mode settings on Chasms.com

Issue 7: Customer wants to upgrade to a higher speed tier Error codes / on-screen text: N/A Quick Fix:

• Step 1: Log into portal and view available upgrades

• Step 2: Select new speed tier and confirm

• Step 3: Schedule any required equipment upgrade Service / device variants: Higher tiers may include upgraded gateway How to explain it to the customer: “Upgrading your telMAX plan is easy and gives you instant access to faster symmetrical speeds.” If this does not resolve it: Connect to sales for personalized options. Chasms Visual Tip: See the exact screenshot of telMAX plan upgrade options on Chasms.com

Issue 8: Customer wants to set up parental controls or guest Wi-Fi Error codes / on-screen text: N/A Quick Fix:

• Step 1: Log into router admin or telMAX portal

• Step 2: Enable guest network or parental controls

• Step 3: Configure profiles and restrictions Service / device variants: Available on supplied Wi-Fi 6E / Wi-Fi 7 routers How to explain it to the customer: “telMAX routers make it simple to manage your home network safely and easily.” If this does not resolve it: Provide detailed guide. Chasms Visual Tip: See the exact screenshot of telMAX parental controls on Chasms.com

Issue 9: Customer experiencing weak Wi-Fi coverage in their unit Error codes / on-screen text: Weak signal in certain rooms Quick Fix:

• Step 1: Reposition router to central location

• Step 2: Optimize channels and enable band steering

• Step 3: Add mesh nodes for larger units Service / device variants: Mesh solutions available for bigger homes How to explain it to the customer: “telMAX offers excellent Wi-Fi solutions — let’s optimize your current setup or add mesh for full coverage.” If this does not resolve it: Schedule technician visit. Chasms Visual Tip: See the exact screenshot of telMAX Wi-Fi optimization tools on Chasms.com

Issue 10: Customer reporting intermittent connection or outage Error codes / on-screen text: Intermittent drops or “No internet” Quick Fix:

• Step 1: Check telMAX portal for status alerts

• Step 2: Power cycle ONT and router

• Step 3: Report issue through the portal Service / device variants: Pure fibre is generally very stable How to explain it to the customer: “telMAX pure fibre networks are highly reliable — let’s quickly diagnose and resolve any issue.” If this does not resolve it: Escalate to network operations for immediate investigation. Chasms Visual Tip: See the exact screenshot of telMAX network status page on Chasms.com

AGENT Q&A PAIRS

Q: Customer is asking about telMAX multi-gig speeds and availability in their building — what should I tell them? A: telMAX offers symmetrical speeds up to 8 Gbps in supported buildings. I can check exact availability and options for their address right away.

Q: Customer wants to know if they can use their own router with telMAX fibre. A: Yes — telMAX supports bridge mode on their gateway so you can use your preferred router while still getting full multi-gig speeds.

Q: Customer is moving to a new condo and wants to know the transfer process. A: We make it easy. Log into the portal, submit a move request with the new address, and we’ll check fibre availability and schedule installation.

Q: Customer reports slow speeds on their telMAX connection — what should I check first? A: Ask them to run a wired speed test directly to the ONT/router. Then restart the equipment and check for firmware updates. This resolves most speed issues quickly.

Q: Customer wants confirmation on unlimited data. A: Yes — all telMAX pure fibre plans include truly unlimited data with no caps or throttling.

Q: Customer is having Wi-Fi issues after installation — what’s the best first step? A: Recommend repositioning the router centrally and running Wi-Fi optimization. Many coverage issues are solved with simple placement adjustments.

Q: Customer wants to add Pure Fibre TV to their internet plan. A: Excellent! We have great bundle options. I can show them the current promotions and savings for adding TV.

Q: Customer is asking about professional installation — is it free? A: Most installations are included at no extra charge. Our local technicians will ensure everything is set up perfectly.

Q: Customer wants to upgrade their current speed tier. A: Upgrading is easy and usually instant. I can check what faster options are available at their address and any current promotional credits.

Q: Customer reports an outage in their area — how do we handle it? A: First check the network status page together. If it’s widespread, we’ll escalate to the network team and provide updates. Most outages are resolved quickly.

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