Fiber Sale Call Guidelines

Fiber Sale Call Guidelines

Author: Chris Bratcher | Updated: August 2024

Call Pick-Up Introduction

• Introduce yourself
• Confirm the customer is looking for internet service
• Obtain the customer's address
• Determine if the service they need is Fixed Wireless or Fiber

What Project Are They Part Of?

Determine which town/county they are part of and direct them to that website. If they can't visit the website, you may fill in info for them and set up the account, but they still need to sign the ROE themselves.

Landing Pages by Community

• Baileys Harbor: baileysharbor.gobertram.com
• Clay Banks: claybanks.gobertram.com
• Riverview: riverview.gobertram.com
• Gibraltar: gibraltar.gobertram.com
• Sister Bay: sisterbay.gobertram.com
• Random Lake: randomlake.gobertram.com

Do They Need Additional Help?

Ask if they are on a private road, part of a HOA, or part of a Condo Association.

If yes: Explain they need to reach out to Kassie (extension 1002, voicemail may be required).

Email contacts by project:

• bhinquiries@bertramfiber.com (Baileys Harbor)
• claybanksinquiries@bertramfiber.com (Clay Banks)
• riverviewinquiries@bertramfiber.com (Riverview)
• gibraltarinquiries@bertramfiber.com (Gibraltar)
• sbinquiries@bertramfiber.com (Sister Bay)
• rlinquiries@bertramfiber.com (Random Lake)

If on a public road: Direct them to the sign-up button on the site. Once signed up, look up their account in Powercode and help walk them through logging in and signing their contract option.

Router Requirement

Once they're signed up, they need to get a router:

• We don't recommend specific routers, but provide guidelines
• Dual or tri-band router with no modem (standalone router, preferably Wi-Fi 6)
• Make sure it can cover the square footage of their house
• Make sure it can handle speeds up to 1 Gbps
• Top brands: Linksys, ASUS, Netgear, TP-Link
• Mesh system may be better if over 2,000 sq ft

Final Steps

1. Once fiber installers are ready, they will contact the customer to schedule a walk-through and discuss the route the fiber will take to the home
2. Afterward, another appointment will be made to connect the fiber and start service

Fiber Status Definitions

When customers sign up for Bertram Fiber, their account status gets updated through these stages:

• Lead — Customer first signs up. Five Star processes the account a couple times per week.
• Pending Construction — Active project for their area but no underground work started yet. Planning/permitting phase.
• In Construction — Mainline construction active in their neighborhood. Underground work in progress for conduit and vaults.
• Construction Complete — Mainline underground construction done but fiber not yet pulled.
• Mainline Fiber Complete — Mainline fiber in and spliced, awaiting hub activation.
• Drop Complete — Conduit and fiber placed from ROW to customer's home. Connection spliced, tested, ready for install.
• Install Eligible — Customer drop ready for install (currently mostly same as Drop Complete).
• Active — Indoor installation complete.

Fiber Maps

• Bertram Fiber (Random Lake, Baileys Harbor, Sister Bay, Gibraltar, Clay Banks): https://www.google.com/maps/d/u/0/viewer?mid=1_oib1AeH_GOXDtv42LGIf4Hay1ftXbM
• Riverview Fiber: https://www.google.com/maps/d/u/0/viewer?mid=1Lp2bwCIjqfmRRzc-5PnTHEhHHfj-vY0
• Optic Loop: https://www.google.com/maps/d/u/0/viewer?mid=13W9SkXw3Hd1pYy43lhM5QVKmxRngMH5J

Fiber Utility Marking & Restoration

A few weeks before the fiber drop, Five Star contacts Diggers Hotline. Participating contractors mark buried public utilities. Five Star also reaches out to the homeowner about marking private utilities (sprinkler systems, underground pet fencing, septic, well lines, propane, additional gas/electric lines).

• Diggers Hotline FAQ: https://www.diggershotline.com/homeowner-faq
• Five Star questions: 262-720-1603, option 2
• Restoration/repair follow-up: 262-720-1603, option 4