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Customer Support
Installation Support Center: The Installation Process
MegaPath Duet Voice and Data Services
Step 1
Order Receipt: Now that our Customer Support Team has received your order, you will be receiving a call to review your voice services and to review the features that you will be using. Your information will be entered into our systems and the installation process will begin.
Step 2
Vendor Order: To be able to support your service, MegaPath must place an order with our vendor (the Local Telephone Company) to install a new data line to your location.
Step 3
Vendor Delivery Date: Within five to 10 business days of placing your order, MegaPath will contact you (by e-mail or phone) with the date that the Local Telephone Company will be delivering the data line to your location. We refer to this date as the Firm Order Commitment date or FOC.
You must be available on the day of the FOC to provide access to the Local Telephone Company to the necessary equipment to install the data line. If you are not available, the installation will be delayed as MegaPath will need to reschedule an appointment with the Local Telephone Company. A TYPICAL RESCHEDULING TAKES UP TO 10 BUSINESS DAYS.
Step 4
Confirmation of Data Line Delivery: Within one business day of the Local Telephone Company's visit, MegaPath will perform remote testing to ensure that the new data line meets our quality standards. If there are no problems with the new line, MegaPath will schedule the installation of your equipment.
If there is a problem with the new data line, MegaPath will notify you of the problem and will work to resolve the issue as quickly as possible.
Step 5
Schedule of Equipment Installation: Within three business days of the confirmation of the successful data line delivery, MegaPath will provide you with the equipment installation date. This date will typically be three to five business days from the date of notification.
Step 6
Equipment Installation: On the day of the equipment installation, our field technician will connect the data line to your internal wiring and install the equipment that you ordered. The technician will test the connection with the MegaPath installation team and will confirm that Internet connectivity is available. If there are problems establishing that connectivity, our installation team will perform the necessary troubleshooting to determine the cause of the problem. If coordination with the Local Telephone Company is needed to establish that connectivity, we will handle all of that for you.
Special Note: In the unlikely event that our technician is unable to find an available pair of wires to connect the new data line to the location where we are installing the CPE, new wiring will be required. Our technicians will install up to 50' of wiring provided the total time to install will not exceed 15 minutes. If the total time to install is estimated to exceed 15 minutes, if the total length of wiring exceed 50' or other extraordinary situations exist, we will consider this extensive. In an extensive wiring situation we will either recommend that you find a vendor to do the work or we will provide you with a quote for us to complete the work. You will be informed immediately of this situation.
Step 7
Configure your Local Area Network (LAN): As part of this process you will be provided with IPs to configure into your LAN. Once our field technician has completed his work, you will need to connect your LAN to the equipment that was installed. Once you have done that your business will be enjoying the benefits of broadband connectivity.
Step 8
Now that your data line installation is complete, an order will be placed with your local telephone provider to port all telephone numbers that you will be retaining. Enhanced services and features will be ordered and the voice portion of your installation will be scheduled in three to five business days.
Step 9
MegaPath will contact you by telephone to schedule the installation of your voice (local and long distance) services. Our technician will install the necessary equipment and test and turn up the service. Your telephone system vendor will also be needed to program any telephone or PBX changes needed.
Data Services
Step 1
Order Receipt: Now that our Customer Support Team has received your order, your information will be entered into our systems and the installation process will begin.
Step 2
Vendor Order: To be able to support your service, MegaPath must place an order with our vendor (the Local Telephone Company) to install a new data line to your location.
Step 3
Vendor Delivery Date: Within five to 10 business days of placing your order, MegaPath will contact you (by e-mail or phone) with the date that the Local Telephone Company will be delivering the data line to your location. We refer to this date as the Firm Order Commitment date or FOC.
You must be available on the day of the FOC to provide access to the Local Telephone Company to the necessary equipment to install the data line. If you are not available, the installation will be delayed as MegaPath will need to reschedule an appointment with the Local Telephone Company. A TYPICAL RESCHEDULING TAKES UP TO 10 BUSINESS DAYS.
Step 4
Confirmation of Data Line Delivery: Within one business day of the Local Telephone Company's visit, MegaPath will perform remote testing to ensure that the new data line meets our quality standards. If there are no problems with the new line, MegaPath will schedule the installation of your equipment.
If there is a problem with the new data line, MegaPath will notify you of the problem and will work to resolve the issue as quickly as possible.
Step 5
Schedule of Equipment Installation: Within three business days of the confirmation of the successful data line delivery, MegaPath will provide you with the equipment installation date. This date will typically be three to five business days from the date of notification.
Step 6
Equipment Installation: On the day of the equipment installation, our field technician will connect the data line to your internal wiring and install the equipment that you ordered. The technician will test the connection with the MegaPath installation team and will confirm that Internet connectivity is available. If there are problems establishing that connectivity, our installation team will perform the necessary troubleshooting to determine the cause of the problem. If coordination with the Local Telephone Company is needed to establish that connectivity, we will handle all of that for you.
Special Note: In the unlikely event that our technician is unable to find an available pair of wires to connect the new data line to the location where we are installing the CPE, new wiring will be required. Our technicians will install up to 50' of wiring provided the total time to install will not exceed 15 minutes. If the total time to install is estimated to exceed 15 minutes, if the total length of wiring exceed 50' or other extraordinary situations exist, we will consider this extensive. In an extensive wiring situation we will either recommend that you find a vendor to do the work or we will provide you with a quote for us to complete the work. You will be informed immediately of this situation.
Step 7
Configure your Local Area Network (LAN): As part of this process you will be provided with IPs to configure into your LAN. Once our field technician has completed his work, you will need to connect your LAN to the equipment that was installed. Once you have done that your business will be enjoying the benefits of broadband connectivity.
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