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Canned Replies (Detailed Examples)

Julianna Durie Updated by Julianna Durie

Read Time: 12 mins

Many of these examples include links and variables. When copying and pasting, please ensure you update those missing details before saving the Canned Reply.

Basic Residential Service Information

Hello *|ACCOUNT_NAME|*,

An overview of our package speeds and monthly usage is available (LINK). Our packages start at $49.95 and go up from there.  Our lowest speed is 5 Mbps download and 1 Mbps upload.  This should be enough speed to watch 2 separate streams in standard definition without either of them stopping to buffer.  Our Starter plan has a monthly transfer usage of 100 GB.  This is about 65 to 70 hours of standard definition streaming per month before you'd be approaching the usage cap. Our usage works as follows:  If you go over your monthly usage plan, your speed will be throttled back to 2 Mbps download and 0.5 Mbps upload. When you go over your data cap, there are a few different options that you have to choose from:

  1. Upgrade to a higher package — This is usually the least expensive option to increase speeds if you find that you are consistently over your package limit well before the end of the month.  You can change your package back later if you find that for part of the year you don't use as much, but a package change needs to run for at least 1 full month.
  2. Purchase a few extra GB for just this month —  We sell extra usage in 10 GB increments for $10.  This is a practical option if you have just one month when you think something unusual happened for one month (such as relatives were all over for Christmas for a week or two).  You can call in to add GB or you can just log into your portal when over, and you will see a “Top UP” button under the Data Usage tab.
  3. Continue to use your service while over your package limit —  If you go over your package with the new equipment, your service will continue to run at 2 Mbps download by 0.5 Mbps upload.  It is actually slightly faster slowed down than it used to be on the old equipment at full speed!  You should still be able to run Netflix while slowed, but only if there is nothing else trying to use your internet at the same time. 

We will NEVER send you a surprise bill for going over your package limit, and we will NEVER shut off your service for being above the usage limits.  Moreover, we have no service term contract when we install you.  We believe that if the service is good, you will stay, so we shouldn't need a set amount of time that people are stuck.I hope this helps clear things up.  If you have any other thoughts or questions, please let me know.

BitTorrent Flooding NAT

Hello *|ACCOUNT_NAME|*,

Looks like what is happening is called NAT table flooding. What that means is your radio we mounted outside the house and/or your router inside the house can have around 5000 connections over a given time period, usually 24 hours. Normally, that is plenty for the average household full of devices, but bittorrent programs that are used to download “FREE” movies, games, or songs try to get a little from a lot of places rather than going to one site to get the full download. This creates hundreds or thousands of connections, which can fill up the NAT table. 

The NAT table in the router is like a traffic cop at a busy intersection, when you click to pull up a webpage like google, it sends the data request to google, and it also records the device that asked for it and the amount of time to keep this request alive (timeout). When the data comes back from Google, it remembers who asked for and sends it to them. When the NAT table is full it’s like the traffic cop lost his whistle, so even though the data will still come and go, the incoming data will be dropped because the radio/router doesn’t know where to send it because it doesn’t know who asked for it. All routers have this feature to prevent unrequested bad guys from sending stuff to your computer. NAT flooding through a router is also possible and is one of the reasons why your router might 'hang up'. Viruses and other infections like botnets can also cause flooding, and the obvious fix here is to clean the infection or reload the software on the infected device.

If you reboot the router in the house and/or radio outside and everything works great and then later in the day it is bad again it’s because the torrents have filled up the NAT table again, rebooting is just a temporary fix. You can also have this happen when one computer is fired up and 15 minutes later all the other devices that were working fine stop. You just found the computer running torrent programs.

Two things you can do

1. Get rid of bit torrents. Google “Uninstall bittorrents” and follow one of the many instructions. This is the best solution if “computer repair and maintenance” is not something you would include on your job resume.

2. Keep the torrent programs but apply some controls.

The fix to prevent NAT flooding while using a file sharing program is to limit the number of simultaneous connections, usually a couple hundred is sufficient. Another option, that is not typically available, is to set the timeout on open connections to a lower number, the default is normally 1440 minutes (24 hours), which means that the NAT table will wait up to 24 hours for the data before dropping the entry and freeing up the table entry.

Example: Adjusting Number of Connections used by Torrent

uTorrent is currently the most popular bit torrent client. This shows how to fix the number of connections setting to help avoid NAT flooding issues.

1. Go to the Tools menu and click on Preferences (or press CTRL+P) to bring up the settings options.

2. Click on Bandwidth and set the “Global maximum number of connections:” to a lower number, such as 50 or 100.

I hope this is helpful.  If you have any other questions on this matter, please let us know.

Equipment Needed

Dear *|ACCOUNT_NAME|*,

As discussed, we will need (EQUIPMENT) to complete your installation.  I have sent the order out and will be contacting you to schedule another trip out once I physically have the parts in my hands. Meanwhile, if you have any questions, please let me know.

Extra Height Needed Follow Up

Hi *|ACCOUNT_NAME|*,

Just wanted to see if you had a chance to go over the different height options and see if you had any questions or thoughts. Please let me know.  Thanks.

Extra Height TV Tower

Dear *|ACCOUNT_NAME|*,

As discussed, during our site survey we have discovered that we will need (NUMBER) feet above ground level to achieve a reliable service at your location.  Here are a few options to help you get the height needed:

  1. TV Tower:  This tower will need to be attached to your (BUILDING) and (NUMBER) sections will be needed to get the height required.  We sell these sections at $150.00 per section.  In this case, we (WILL/ WON’T) require guy wires to stabilize, so the total cost for this option would be (NUMBER) installed.
  2. Trylon 68’ Tower: This tower can be anywhere within the area we discussed and will not require any additional supports.  We can get the towers to DeBolt for $2000.00.  We can also supply the screw piles and tower setup for an additional cost dependent on the contractor's fees and travel time, or if you’d like you can source part or all of that work out yourself.

Based on our site survey, I would recommend setting up a TV Tower.  We had a very good signal during testing, and I think that a Pole or Trylon 68’ Tower would probably be more expensive than what we need to get you a good signal.  If you don’t want the look of a tower attached to your building, the other options will work, but this is the most cost-effective.

Let me know which option you think will work best, and we can go from there.  If I haven’t heard from you in 2 weeks, I will give you a call and see how things are going.  In the meantime if you have any thoughts or questions, please let me know.

Final Bill Old Equipment (No pickup)

Hi *|ACCOUNT_NAME|*,

The account has been set to inactive as per your request.  The account still has a current balance owing of *|AMOUNT_DUE|*.  There are no disconnect fees, and you are not required to give 30 days notice, so this amount will be the final total.

Thank you for your business.

Final Bill and Equipment Recovery

Hi *|ACCOUNT_NAME|*,

The account has been set to inactive as per your request.  The account still has a current balance owing of *|AMOUNT_DUE|*.  There are no disconnect fees and you are not required to give 30 days notice, so this amount will be the final total. Our technicians will be recovering your radio before the end of the month.  You are not required to be home, but if you'd like, we could schedule the pickup for a time when someone is home, or come up with a time that we will be in the yard.  Please be advised that if our technicians cannot recover the radio, a $400.00 Equipment Buyout fee will be added to the final total. Please let us know how to proceed with equipment recovery, and we will go from there.  Thank you for your business.

New Install Follow Up

Hello *|ACCOUNT_NAME|*,

This is just a follow-up to see if you have taken a look at our breakdown of our internet services and the packages. If you have any questions or concerns, please contact us at your convenience. Have a great day, and thank you for looking into Company XYZ.

Thank you,

New Lead: Out of Service Area

Hello,

We have reviewed the address provided, and unfortunately, you are outside our current coverage zones.  We will keep your request on file for now and if anything changes we will let you know. Thank you for your interest, and I am sorry we cannot currently help you.

New VoIP Service

Hello *|ACCOUNT_NAME|*,

Your new VoIP system is now active and ready to use!  Below are a list of details for your services:

Phone Number: (Phone Number)

To inquire about the status of the calls received or any other pertinent info about your service, you can log in to our VoIPselfcare at XXX with the following credentials:

Number:  (Phone Number)

Password: (Web Self-Care password)

To access your voicemail dial *98 on your VoIP phone and enter the following PIN :  (VoiceMail Pin)

Thanks again.

Options When Over Data Cap (NEW PACKAGES)

Hello *|ACCOUNT_NAME|*,

When you go over your data cap, there are a few different options that you have to choose from:

  1. Upgrade to a higher package — This is usually the least expensive option to increase speeds if you find that you are consistently over your package limit well before the end of the month.  You can change your package back later if you find that for part of the year you don't use as much, but a package change needs to run for at least 1 full month.
  2. Purchase a few extra GB for just this month — We sell extra usage in 10 GB increments for $10.  This is a practical option if you have just one month when you think something unusual happened for one month (such as relatives were all over for Christmas for a week or two).  You can call in to add GB or you can just log into your portal when over, and you will see a “Top UP” button under the Data Usage tab.
  3. Continue to use your service while over your package limit — If you go over your package with the new equipment, your service will continue to run at 1.5 Mbps download by 0.5 Mbps upload.  It is actually slightly faster slowed down than it used to be on the old equipment at full speed!  You should still be able to run Netflix while slowed, but only if there is nothing else trying to use your internet at the same time. 

I hope this helps.  If you have any other questions or concerns, let us know.

Package Upgrade Higher Usage

Hi *|ACCOUNT_NAME|*, 

As we discussed on the phone, you can check your customer portal at (LINK).

We also changed your package from the (SERVICE) to the (SERVICE) package.  Because you had already used (NUMBER) GB when we made this change, I added an extra (NUMBER) GB for $(NUMBER), then credited the account $(NUMBER) so that you get the full (NUMBER) GB of usage.  So the total charge for this change is just the $40 to change from the $(NUMBER) (SERVICE) to the $(NUMBER) (SERVICE) as we had discussed on the phone. 

You can see these charges and the available GB in your customer portal, but if you have any questions, please let me know.

Router Wireless Settings Guide

Hello *|ACCOUNT_NAME|*,

Here is that email I said I would send you with a recap of how we changed your wireless settings in your router.  If you ever need to change your settings again, the guide that is attached here should help to jog your memory of how to do it. Thanks again.

Trees Need Cut

Dear *|ACCOUNT_NAME|*,

As discussed here, attached is a picture showing the trees that will need to be either trimmed short or removed to get a reliable signal into your yard.  Also attached is an overhead view of the line from where we will install to the tower so you can get a better idea of exactly which trees are obstructing the signal.

Once these trees are removed, please give us a call or reply to this email, and we can set up a time to install again.  We will need to schedule for a day that you can be home in case a few more trees have to be trimmed.

If I haven’t heard from you in two weeks, I’ll give you a call to see how you are doing. Meanwhile, if you have any questions or ideas, please let me know.

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