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ISP Tools | Customer Dashboard
Velociter
Internal support hub for Velociter — ticket + escalate billing, OpenVPN radio stats, Ez-wave router support.
Contact + Info
Phone(209) 838-1221
Websitevelociter.net
Office Address
1525 2nd Street
Escalon, CA 95320
Escalon, CA 95320
Call Out Code
0230
Live Conditions
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Mountain Time
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NEW BRANDING: “Thank you for calling Tech Support, How can I assist you today?”
🚨 IMPORTANT
Billing
- No billing. Create a ticket and escalate.
- If they are suspended, the background of their account will be red.
- Accounts showing the “On Hold” status are due to a payment issue. Direct the customer to the online portal.
- Once payment is made, service will be restored automatically in 5-10 minutes.
- Portal: pay.ezWave.com
📞 REMINDER
Special Procedures + Ticketing
- Connect to RDP to access CPE’s directly.
- Category: Select the most appropriate category
- Hard Down: if the CPE is offline
- Soft Down: if the CPE is online but end-user cannot get connected
- Problem: Put the reason for the call in this box, then click Create Ticket
- Paste your notes from the call into the Notes section on the next screen
Login Info
Tool logins
Tool Logins
RDP Password: facing_duller
Velociter Panel
Username: wispassistadmin
Password: Retread7_Stack_Sepia
Grafana
Site: https://graf.ezwave.com/
Username: wispassist
Password: Rebuilt-Cortex-Bristle6
CPE Login Credentials
Username: admin
Password: VW@tower209
cnPilot Router Logins
Full Admin Rights
Username: vwmanagement
Password: VW@tower209
Basic Functions
Username: velociter
Password: velociter
Scribes
Scribes & Reference Procedures
Scribe scripts, call flows, and mini-procedure references for Velociter
Billing
- No Billing, ticket and escalate.
- If they are suspended, the background of their account will be red.
- Accounts showing the “On Hold” status are due to a payment issue. Direct customer to the online portal.
- Once payment is made service will be restored automatically in 5-10 minutes.
- Portal Website: pay.ezWave.com
VPN Needed or Available
- OpenVPN is needed to see Radio stats.
- You will need to remote into Remote FL PC (Mouse or Alligator) – temporary work around, so GF Office can access the OpenVPN.
Managed Routers / Support
- Ez-wave Routers.
- Also check the account for “Router Care” or “No Worries Guarantee” under the Rates section of their account.
- If the customer has either of these, Velociter supports the router in it’s entirety.
Preferred Speed Test Site
Router Bypass
- PPPOE Enabled, do not attempt to bypass.
MAC Filtering
- MAC Filtering is not enabled.
Ticketing Info
- Category: Select the most appropriate category
- Hard Down: if the CPE is offline
- Soft Down: if the CPE is online but end-user cannot get connected
- Problem: Put the reason for the call in this box, then click Create Ticket
- Paste your notes from the call into the Notes section on the next screen