Ongoing LastMile™ Support

Our LastMile technicians and representatives offer user-friendly guidance and assistance to our clients by phone and text message. Here are typical conversations with a LastMile support professional:

Proactive Transcript #1

Hi Mr. Jones. We have detected a few of your devices are offline in your family room. Your TV and your remote control. Can you ensure that you have power to these devices?

I will check when I get home

You were right! The breaker had tripped. Seems to be working now.

That’s great! Yes, we can now see all of your devices are now online. Have a great evening!

Reactive Transcript #2

Hi, can you check our WiFi? It seems a little slow.

We have run diagnostics and we would like to perform maintenance on your system. This process will take about 10 minutes. Is this ok to do now?

Yes, please!

Ok, we have finished our maintenance. Can you tell us if your WiFi experience has improved?

Yes, blazing. Thanks!

Case #4

Hi, is it possible for when I press my cable button on my remote in the evening that my lights dim to a low level and my shades go down?

Yes, this is possible. Would you like us to program this for you now?

That would be amazing.

Ok, please give us 15-20 minutes to complete.

We have finished our programming. Can you confirm it is working the way you would like?

This is perfect. You guys are amazing!

Case #5

Hi Mrs. Smith. We wanted you to know that we have lost connection to your home system. We will contact your internet service provider to see if there is trouble with your service.

Ok, thank you!

We did confirm there is an outage in your area. The Internet and TV provider is estimating a restoral time of 4:15pm. We will continue to monitor your system and update you when we can connect again.

We regained connection to your system. All devices are showing online. Please reach out if you experience any issues.

Ok, thank you so much! I will check when I get home.

Case #6

Hello Mr. White, we have been monitoring your Family Room wireless access point for the past few days and have noticed the device randomly drops on and offline. We have a replacement programmed and ready to install whenever is convenient for you.

Thanks, I am really glad you all are monitoring this. I was noticing the WiFi wasn’t working consistently or would cut out from time to time. I thought maybe it was operator error, so I’m actually glad to hear there’s something wrong with it, LOL. Thanks again and you can stop by anytime.

Great, the office will reach out to you regarding scheduling.