📄 Information to Collect Before Contacting Support

Information to Collect Before Contacting Support

Helping Us Help You Faster

When you contact support with the right information, we can diagnose and resolve your issue much more quickly.

Essential Information:

Your Account:

  • Full name
  • Unit or room number
  • Username/Account ID
  • Contact email and phone number

Your Device:

  • Device type: "iPhone 13", "Dell XPS 15 laptop", "Samsung Galaxy S22"
  • Operating system: "Windows 11", "macOS Ventura", "iOS 16.5", "Android 13"
  • MAC address (for connection issues) - see "Finding Your Device's MAC Address"

The Problem:

When:

  • When did it start? (exact date and time if possible)
  • Is it constant or intermittent?
  • Time of day it's worst/best
  • How long has it been happening?

What:

  • Describe exactly what happens
  • Error messages (exact wording or screenshots)
  • Unexpected behavior
  • What you're trying to do when it fails

Where:

  • Specific location in your unit
  • Does it occur everywhere or only in certain locations?
  • Does it happen on other floors or in common areas?

Scope:

  • Does it affect all your devices or just one?
  • Are your neighbours experiencing the same issue?
  • Is it just Wi-Fi, or does wired Ethernet also fail?

Troubleshooting Already Attempted:

List what you've already tried:

  • ✓ Restarted device
  • ✓ Forgot network and reconnected
  • ✓ Tested from different location
  • ✓ Tried different device
  • ✓ Reset network settings
  • ✗ Haven't tried disabling VPN

Screenshots and Error Messages:

How to Take Screenshots:

Windows:

  • Press Windows Key + Shift + S
  • Select an area to capture
  • Paste into the support ticket or email

macOS:

  • Press Command + Shift + 4
  • Click and drag to select area
  • File saves to desktop

iOS:

  • Press Side Button + Volume Up (newer iPhones)
  • Or Home Button + Power (older iPhones)
  • Screenshot saves to Photos

Android:

  • Usually Power + Volume Down
  • May vary by manufacturer
  • Screenshot saves to Gallery

What to Screenshot:

  • Error messages
  • Network settings showing the problem
  • Speed test results
  • Browser error pages
  • Any unusual behaviour on screen

Speed Test Information:

How to Run a Proper Speed Test:

  1. Visit speedtest.net in a web browser
  2. Ensure no other devices are using your account
  3. Close all applications except the browser
  4. Click "Go"
  5. Wait for test to complete

  6. Screenshot the results showing:

    • Download speed
    • Upload speed
    • Ping
    • Server location
    • Date and time

Run Multiple Tests:

  • Test 3 times and note the results
  • Test at different times of day
  • Test from different locations
  • Compare Wi-Fi vs. wired (if possible)

Advanced Diagnostic Information (If You Can Provide It):

Signal Strength (macOS):

  • Hold Option, click Wi-Fi icon
  • Note RSSI value (e.g., -65 dBm)
  • Lower numbers (closer to 0) are stronger
  • -30 to -50 is excellent
  • -50 to -70 is good
  • -70 to -90 is weak

IP Address and Network Info:

Windows:

  • Open Command Prompt
  • Type: ipconfig
  • Note your IP address, subnet mask, and default gateway

macOS:

  • System Preferences → Network → Wi-Fi → Advanced → TCP/IP
  • Note IPv4 address and router address

Helpful but Not Required:

  • DNS servers in use
  • Connection speed and PHY mode
  • Channel number
  • Router or gateway identity

For Gaming/NAT Issues:

  • Console type and model
  • Exact NAT error message
  • Specific games or services affected
  • Whether it affects all online features or just some

For Smart Device Issues:

  • Brand and model
  • How you're trying to connect it
  • Device's MAC address
  • Whether it's ever connected successfully before
  • What step in the setup fails

Support Ticket Template:

Copy this template for support requests:

Subject: [Brief description of problem]

NAME: 
UNIT: 
USERNAME: 
CONTACT: 

DEVICE INFORMATION:
- Type: 
- OS Version: 
- MAC Address: 

PROBLEM DESCRIPTION:
[Describe what's happening]

STARTED: 
FREQUENCY: [Constant/Intermittent/Specific times]

AFFECTED DEVICES: 
- [List all affected devices]

WORKING DEVICES: 
- [List devices that work fine]

ALREADY TRIED:
- [List troubleshooting steps]

ATTACHMENTS:
- [Screenshots, speed tests, etc.]

What Not to Include:

Don't send:

  • Passwords (we never need these)
  • Credit card numbers (use the secure portal for payment issues)
  • Unrelated issues in the same ticket (create separate tickets)
  • Excessive details that aren't relevant

For Billing Issues:

Include:

  • Invoice number or date
  • Specific charge in question
  • Why you believe it's incorrect
  • Payment method used

For Account Access Issues:

Include:

  • Last successful login date
  • Error message when trying to log in
  • Whether password reset emails arrive
  • Alternative contact methods

For Coverage Issues:

Include:

  • Specific locations with poor coverage
  • Signal strength measurements if possible
  • Floor plan or description of unit layout
  • Times of day it's worst
  • Whether neighbours report similar issues

The More Information, The Better:

When in doubt, include it! Support staff can filter what's relevant. Missing information often requires follow-up questions, delaying resolution.

After Submitting:

  • Save your ticket number
  • Check for response emails (including spam folder)
  • Respond promptly to support questions
  • Keep trying suggested solutions, even if they seem simple
  • Update the ticket if anything changes