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Transfer of Service Use this procedure when a customer has sold their house to somebody who will be taking over service at the location. Step 1: Create New Lead Account Set up the new customer with a new lead account per normal procedure: name, phone number, e...

Adding Payment Methods & Processing Payments Adding a New Payment Method We can add credit and debit cards over the phone. ECheck accounts must be added by the customer through the Customer Portal at https://billing.gobertram.com. Open the customer's account ...

Shipping a POE to a Customer If shipping a POE to a customer, charge the customer $25 on their account. Process Go to https://app.shippingeasy.com Login: purchasing@bertramwireless.com / Plut0plut0? Select Create Label → New Label Fill in customer's name, phy...

Past Due Balance SOP (Detailed) Delinquency If a customer does not pay their monthly bill by the 13th, their account is automatically put into delinquency status by Powercode, and their connection is suspended on the next business day. Once delinquent, the cus...

No Internet — Active SM (Radio Online) Use this when the customer has no internet but their radio (SM) shows online in Powercode. Step 1: Log Into the SM Access the SM through Powercode by clicking on the CPE IP address. Step 2: Check Ethernet Link Status On t...

No Internet — Inactive SM (Radio Offline) Use this when the customer is offline and their equipment is offline as well. Three possible causes: Equipment is not powered on Equipment is out of alignment The parent AP is down Step 1: Check the Parent AP In Powe...

Slow Internet Troubleshooting Step 1: Log Into the SM Step 2: Check Signal Strength On the SM homepage, find signal strength. General guide: dBm Quality -60 Excellent -65 Excellent -68 Good -70 Fair -73 Questionable -75 Poor -78 Very Poor ...

SM Configuration: Bridging, NAT, DMZ, Static IP, QoS Bridging an SM Use when the NAT Out Of Resources count is high (1000+), or when a customer needs a direct public IP. Open the SM → Configuration → NAT Change NAT Enable/Disable to Disabled. Equipment will r...

Understanding NAT DHCP What is DHCP? DHCP (Dynamic Host Configuration Protocol) automatically assigns unique network names (IP addresses) to devices on a network. Without DHCP, every device would need to be manually configured. The NAT DHCP Menu on an SM DHCP ...

Email Server Settings Bertram Internet Mail (bertramwireless.com) Username: Full Email Address Password: Email Password Without SSL Incoming (POP3): Server: mail.bertramwireless.com Port: 110 SSL/Security: None Authentication: None Outgoing (SMTP): Server: ...

Call Scripts Support Call Script (Inbound) "Thank you for calling Bertram Internet. This is [your name] speaking." "Great, I surely can help with that. First, I need some basic information which will help in serving you better. May I have your name and addres...