Customer Support Communication Guide

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[Client Inquiries:]

Hello! Thank you for contacting Imperial Network Inc. Main.

To better assist you, kindly provide the following information:

• Account Name:

• Account Number: (if available)

• Complete Service Address:

• Active Contact Number:

• Concern:

Once we receive your details, we will review your concern and assist you accordingly.

Thank you. We look forward to assisting you.

[Asking for the status of clients Modem/Router:]

Hello! To help identify the issue, may I ask about the current status of your modem/router? Is the PON light blinking, is the LOS light blinking red, or is the WAN light off?

[If the Issue can’t resolve by THD/TSR] 

Hello! We sincerely apologize for the inconvenience and understand how frustrating it can be to experience this issue. We appreciate your patience while we work to resolve it. Since we've already completed all the available troubleshooting steps and the issue still persists, we've escalated your concern to our Network Engineering team for further investigation. We kindly ask for a little more time as they carefully check your case. Thank you for your patience and understanding. We'll keep you updated as soon as we receive any new information.
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