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ISP Tools | Customer Dashboard
Xtreme Internet
Internal support hub for Xtreme Internet — Sonar billing + Windows VPN + call handling rules + transfer workflow.
Contact + Info
Phone(970) 305-5855
Websitextreaminternet.com
Office Address
1000 N Main St #2
Gunnison, CO 81230
Gunnison, CO 81230
Additional Notes
Calls are handled Monday-Friday: 5 pm-8 am MT, Saturday/Sunday/Holidays: 24 hours
Call Out Code
0430
Live Conditions
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Central Time
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15 Minute Time Limit for all calls
🚨 IMPORTANT
Billing
- Standard Sonar Billing.
- Payment arrangements: may do a payment arrangement if the customer reaches out before being shut off (ticket and send up).
- If already shut off for non-payment, customer must make a payment in full to get turned back on.
- If disconnected due to delinquent status: reprovision equipment after confirming payment has been made.
- If LAN status had to be turned on after delinquent payment: advise up to 30 minutes for restoration.
📞 REMINDER
Ticketing + Call Handling
- Ticketing: UnResolved: Pending Internal | Resolved: Open
- Calls handled: Monday-Friday: 5 pm-8 am MT, Saturday/Sunday/Holidays: 24 hours
Transfer Info
Transfer Info
Transfer Info
NOTIFY IN XL Discord you are transferring a call
Communicate to the customer
“Please hold while we connect you with our local support team”
Transfer call
1) Put Customer on Hold
2) Select the second line
3) Dial out (970) 230-5783
4) Advise you are transferring customer
5) Merge call
Scribes
Scribes & Reference Procedures
Scribe scripts, call flows, and mini-procedure references for Xtream Internet support agents.
Billing | Sales
Enter customer information into our web portal with a note that it was entered by the WispAssist team. Leave a new inquiry for XI to address on the next business day. Ask the customer how they heard about Xtreme Internet (Email, word of mouth, ad, etc.) and INCLUDE THAT INFORMATION in your ticket.
Fiber service is NOT available to residential customers at this time
Customer Database | Billing | Ticketing↗
Technical Support
Note: 2 Factor Authentication enabled, code is sent to tickets@wispassist.com
Sales
Use the Billing | Sales flyout for portal + process details.
Billing
- Standard Sonar Billing.
- Extensions: May do a payment arrangement if the customer reaches out before being shut off. Ticket and send up.
- If shut off for non-payment: payment in full required to restore.
- If disconnected due to delinquent status: reprovision equipment after confirming payment has been made.
- If LAN status had to be turned on after delinquent payment(s): advise up to 30 minutes for restoration.
VPN Needed or Available
- Windows VPN is needed.
Time Limit
- 15 Minute Time Limit for all calls.
Managed Routers / Support
- AirCube & Amplifi Routers.
Preferred Speed Test Site
MAC Filtering
- MAC Filtering IS NOT enabled in most areas, but some areas do have MAC filtering enabled.
Ticketing Info
- UnResolved: Pending Internal
- Resolved: Open