HN Call Flow

NOTE: If the guest is getting an error message on the login page, jump to Troubleshooting the Login Page!

Ask the for the guest's Hotel and Room number

2. Load the Hotel in Solutions Center

You can use the 3 letter code on your phone and ScreenPop to quickly find the hotel in Solutions Center.

Once the hotel loads, be sure to enter the Room Number and, then click the Save button!

If the guest is staying at a Siegel property, be sure to get their access code as well, and use the Access Code Tool to verify that the code is valid!

If the guest's issue does not require troubleshooting, click the Customer Inquiry toggle, check the boxes next to any information you used to assist the guest, and click the Disposition button, to disposition the call.

3. Can the guest see the Hotel's WiFi network?

The Hotel's SSID will be listed at the bottom of the page in Solutions Center

If Yes, proceed to Step 4.

If No, can the guest see any other WiFi network?

If Yes...

In Solutions Center, click Add Intent > Troubleshoot HN
Pick Unable to Login/Register/Connect as the Issue, and continue with the intent.
Click the Route to HN Desk to submit a ticket!

If No, the issue is with the customers device. Refer them to the manufacturer, and disposition the call in Solutions Center.

4. Can the guest connect to the Hotel's WiFi network?

Remember, it is normal for the device to not have internet yet! We just want to know if it can join the network at all

If Yes, proceed to Step 5.

If No:

Pick Unable to Login/Register/Connect as the Issue, and continue with the intent.

Have the guest "Forget" and rejoin the network (if possible)
Have the guest reboot their device (if possible)
Have the guest try with another device (if possible)
- If the second device works, but the first does not the issue is with the customers device. Refer them to the manufacturer, and disposition the call in Solutions Center.

If none of the above options work, click the Route to HN Desk button to create a ticket!

5. Have the guest try to load ABC.com. What happens?

Device does not have a web browser

In Solutions Center, click Add Intent > Troubleshoot HN
Select Unable to get to the welcome page as the Issue, and continue with the intent
Verify the room permissions are on in Solutions Center (If Siegel, verify their access code instead, using the Access Code Tool )
- If the permissions are off, call the front desk and verify if the guest is permitted to access the WiFi
- If the guest is staying at a Siegel property and does not have a valid access code, you cannot register the device.
Under the Treatments menu, click the Manually Register Guest button
- Check out the HN Help page for help finding the MAC Address on devices
- If Solutions Center fails to manually register the device, refer to Manual Registration for help registering the device manually on the Flex Server.

Hotel Login Page Loads

Proceed to Troubleshooting the Login Page (or Siegel Login Page for Siegel properties)

Normal website loads

The device is already connected to the internet. This is either because:

The device is NOT connected to the WiFi, and they are using cellular data

The device is connected and already registered

So, double check that the guest is actually connected to the WiFi. if so, we're done! Make sure to disposition in Solutions Center!

"Your Connection is Not Private", or other security warnings

In Solutions Center, click Add Intent > Troubleshoot HN
1. - Select Seeing an Error Message as the Issue
  - Select Certificate/Security for the error message
  - Continue with the intent, and refer to Bypassing SSL Warnings on the directory for help bypassing the error. Click here for an example of this error.
    - - NOTE: Popular websites, such as Google, Bing, and Amazon use HSTS, which will not allow you to bypass this error. Make sure the guest is loading ABC.com / HBO.com directly in their web browser, and not as a "search". Click here for an example of this error

Blank Screen / No Page never loads / "No Internet"

In Solutions Center, click Add Intent > Troubleshoot HN

1. - Select Unable to get to the welcome page as the issue
Try the following steps to try and get the login page to load:
1. - Have the guest try to load HBO.com
  - Have the guest try a different web browser (if possible)
  - Have the guest reboot their device, and try ABC.com again
If they are still unable to load the login page, click the Manually Register Guest button in Solutions Center
1. If the guest is staying at a Siegel property, verify their access code first, using the Access Code Tool
2. Check out the HN Help page for help finding the MAC Address on devices
3. If Solutions Center fails to manually register the device, refer to Manual Registration for help registering the device manually on the Flex Server

Other HN Issues

Video on Demand / TV / Cable issues

If the guest is calling from a Siegel property, transfer to Cox Business Video. (This is the only time you should EVER transfer a HN call)

Otherwise, simply turn the TV off and back on again. If that does not resolve the issue, Submit a ticket

If the guest wants to change the input on the TV to hook up a third party device, call the front desk, and ask if an engineer can be sent to the room to change the input. Many hotels may simply not allow this.

Don't forget to disposition the call in Solutions Center!

Slow Speed

Load the guest and hotel in Solutions Center, and verify the speeds the hotel provides in the notes
1. - Pick Slow Internet as the Issue, and continue with the intent
Have the guest run a speed test (try either fast.com or speedtest.net)
If the speed the guest is receiving is substantially lower than what the hotel offers:
1. Unregister the device
2. Re-register the device at a higher speed at no charge
3. If that still does not resolve the issue, click the Route to HN Desk to create a ticket

If the guest's speed is normal for the hotel, advise the guest of the speed packages available. If they would like to upgrade to a higher speed, unregister the device from the Flex Server, and walk the guest though picking the premium WiFi on the login page.

Note: DO NOT SUBMIT A TICKET FOR SLOW SPEED ON GAME CONSOLES. Due to the way the hotel's firewall is configured, full speed connections are not possible for gaming consoles. Streaming applications like Netflix should work as expected, but issues with online gaming are not supported by any hotel.

Intermittent Connection

Intermittent Connection should generally be treated the same as a Slow Speed issue. Follow the steps listed there, and if a ticket is needed be sure to note the answers to these questions in the comments:

How long has the connection been intermittent for?
How many devices are experiencing the issue? What kind of devices are they?
- If only one device of many is intermittent, the problem is with that device, Refer them to the manufacturer.
When does the issue occur? What time of day, and how often?
Does the device disconnect from the WiFi entirely? Or does it stay connected but does not function properly?
How many "bars" does their WiFi signal have? Does this fluctuate?

Change/Remove an Already Registered device

If the guest wants to either

Unregister their device, so they can connect a new one without charges

Change the speed of an already registered device

You will need to to unregister the device from the Flex Server. It will not be enough for the guest to disconnect from the WiFi, in fact, you will need the guest to make sure the device they want changed/removed is connected to the WiFi so that you can see it on the Flex Server.

If the guest registered the device normally, through the splash page, you will be able to quickly find their device on the Flex Server by searching for their room number, using the Service Location Name filter. Otherwise, you will need to find their Mac/IP Address and search as normal.

Once you have unregistered the device, the guest is free to connect a new device, or go through the splash page again to pick a different package.