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ISP Tools | Customer Dashboard
Fiber Stream
Internal support hub for Fiber Stream — admin portals, Freshdesk ticketing, and escalation procedures.
Contact + Info
Websitefiberstreamwifi.com
Office Address
1111 S Red River Expy
Burkburnett, TX 76354
Burkburnett, TX 76354
Office Hours
Mon-Fri: 9:00am-4:00pm
Call Out Code
0440
Ticket Group
Fiber Stream
Live Conditions
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Eastern Time
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🚨 IMPORTANT
Suspensions
- There are two types of suspensions: Administrative and Automatic.
- Administrative suspension is handled solely by the leasing office.
📞 REMINDER
Call Branding
- When escalating up to Tier 2, advise the customer to reach out to Tier 2 via the text line. Make sure they include the correct info in their text.
Scribes
Scribes & Reference Procedures
Scribe scripts, call flows, and mini-procedure references for Fiber Stream support agents.
Property Manager Helpdesk Info
If a property manager calls in wanting information or to speak with someone, advise them to send an email to the following email address:
helpdesk@fiberstreamwifi.com
A-Be
DOES NOT SERVICE BAYFEILD
Audra phase one is Good Lane 1200 to 1337.
Berkshire Apartments↗
Audra phase one is Good Lane 1200 to 1337.
Bu-Ca
Ticketing
Suspensions
- There are two types of suspensions: Administrative and Automatic.
- Administrative suspension is handled solely by the leasing office.
- Before clicking “Edit” on the account: if the date in the expiration column (or the number in the balance column is negative), they have been automatically suspended.
- If they are under automatic suspension, we can lift the suspension for 24 hours to give them time to update card info.
- If the end-user is not under automatic suspension, they must speak to the leasing office to clear the suspension.
VPN
- No RDP/VPN is needed or available.
Hardwiring Devices
- List of units that have wall ports: Google Sheets link.
- In units that have ethernet cables, end-users can use the ethernet cables to hardwire devices.
- If the unit does not have an ethernet drop, the end-user can purchase a travel router to hardwire devices.
- Use the travel router setup instructions link.
Ticketing Info
- When escalating up to T2, advise the customer to reach out to T2 via the text line.
- Group:
- T1: Call is resolved & no further action is needed.
- T2: Call is NOT resolved & further action is needed.
- Type: Select the most appropriate type.
Special Procedures
- All devices that can connect should connect to Fiber Stream WiFi 5GHz option only.
- If the device cannot see the 5GHz option, recommend 2.4GHz.
Escalations & Additional Support
- Leasing Managers: give Drew’s Number (520-431-5248) — call or text anytime.
- Advise the end-user to text 214-799-0608 with:
- Apartment Name
- Unit Number
- Email address on the account
- A brief description of the issue
- Texting hours: 9 AM – 10 PM Central Time.
- For Spanish speaking customers: have them text the Tier 2 line and ask for a Spanish speaker.
- Activation code not working: after checking the code in admin, refer customer back to leasing office and still escalate to Tier 2.
- If someone is having issues with activation codes, give them the 214 number above. Tier 2 can verify code eligibility.
- For spam/solicitors/business inquiries: share Anthony@fiberstreamwifi.com.