Category Archives: Call Center

FNGi COVID-19 Response

To: All FNGi Customers
Re: Coronavirus (COVID-19) Readiness/Planning

With the current uncertainties, I want you and all of our valued clients to be certain and confident that First Network Group is here to serve your needs and those of your customers. To that end, I want to update you on our status and planning.

Please know that while all things Coronavirus (COVID-19) remain fluid and subject to change, at the present time, our departments remain open on our regular 24/7 schedules, we are actively monitoring and managing your network and server infrastructure. All DHCPatriot work continues as normal in upgrades and support. As well as providing end-user technical support, call center service, and Lawful Intercepts to your customers, and we stand ready to be there for you.

We have escalated internal policies and procedures that minimize the risk of exposure to our employees and their families as we are confident that you have too. Departments that are well suited to work-at-home have already begun the transition as practicable. 

In addition and at this juncture, we have no plans to close our offices, but if the need for that arises we will also migrate all call center services to a telecommuting model. That transition should be seamless for you and your customers.

Again, we see no need for those alternate operations at this time. 

We are honored to be at your service, and as always, feel free to call or write as questions arise. 

Stephen C. Walter
Founder, President & CEO

Calix Cloud Support

Does your company use Calix Support Cloud (or Compass) to manage end-user services? Our End-User Technical Support team is fully trained in this system and ready to assist your customers 24 hours a day!

If you haven’t already set up our access for your customers, contact us today to get started!

Remote Help

Did you know that part of the End-User Technical Support services you already receive from us, includes our remote assistance feature for free?

We’ve always known that helping a user directly is the best way to correct an issue, so in 2010 we designed and deployed our remote assistance software. This secure and lightweight software is any easy to download and run for any user and allows us to view and manipulate the customer’s computer with them in real time.

The biggest surprise of using this tool was not the ease and speed of resolving a customer’s issue, but using it as a way to educate customers to features of their computer or websites one-on-one and at their own pace.

This tool has been invaluable in helping us reach our recent one million call milestone!

First Network Group, Inc. Proudly Completes One Million Support Calls


First Network Group, Inc. Proudly Completes One Million Support Calls

Handling their first support call over 20 years ago, First Network Group, Inc. reaches another  major milestone by making their One Millionth support call!

Wapakoneta, OH (July 2017)

First Network Group, Inc. is proud to announce a major milestone in the history of the company– their one millionth call produced by their Technical Support and Customer Care Call Center.

Small businesses are judged by longevity and First Network Group has already proven their mettle in that area by surpassing 20 years in business in July 2016. However very few companies can claim the benchmark of one million support calls. If you think you’re on the phone a lot, making one million calls adds up to nearly 400 days of non-stop talk time!

The past one million calls have been made been made at First Network Group’s home office, in the small town of Wapakoneta, Ohio. Each one of these calls has focused on providing the special type of warmth and neighborly approach that can only be found in a small Midwestern town.

First Network Group has always maintained a customer first attitude, which explains why they’ve been so successful. “We’ve always said, we could support Internet, TV, telephone or whatever, but at the heart of it all was the desire to help make someone’s life easier and more enjoyable through the use of technology,” states Cory Lykins, Vice President of Tech Services.

Small town values, a customer-friendly and focused approach and dedication to bringing technology in reach of everyone– it’s clear to see why First Network Group has enjoyed so much  success through the years.

About First Network Group, Inc.

First Network Group Inc. is a specialist in building and maintaining Internet Service Provider Networks. Based in Ohio, it provides Server Administration, Network Engineering, and 24×7 emergency monitoring to reduce ISP/NSP downtime. FNGi developed and sells the DHCPatriot– a DHCP accounting and authentication server appliance. FNGi has a flexible and robust Call Center that provides multi-product End-user Technical Support Services and Customer Care options 24/7/365.

Press and Media Inquiries
Cory Lykins
First Network Group, Inc.
P: +1-800-578-6381


Are you ready for some football?

Our Customer Care Center provides 24 hour access to a live person for a great many of your customer needs. If your service offering includes television service (either CATV or IPTV)  then you are probably aware of how important consistent and functional television service is during the NFL season. And football season is fast approaching.

The NFL’s fan base is estimated around 181 million people. Last year it produced 23 of the 25 highest-rated TV shows of the fall season and Week-One games alone this year had 105.9 million fans watching.

Our Customer Care Center data shows a 20% increase in television related calls during the NFL season as compared to any other time of the year. If television is part of your total package, then the NFL is the silver bullet to viewer satisfaction. Are your customers able to reach a live person if they are having television issues during the big game?


Are your on-call repair technicians able to get a real sense of issues about reported problems or are they left to guess from vague customer voice mails? If you do not have a live and informed call center that your customers can contact at these crucial periods you could be losing out on opportunities to not only resolve issues quickly but also to maintain overall customer satisfaction.

Our Customer Care Center can provide your customers around the clock access to a live person to entertain their questions and concerns. We can provide Tier 1 support and response for CATV, IPTV and 611, answer general questions, provide company info and billing information. We also provide after-hours problem resolution dispatching and paging as well as sensitive data collection and submission for law enforcement agencies. All of these services can be customized to best suit your service model and your customer base.

If you aren’t already taking advantage of our 24×7 Customer Care center contact Cory
Lykins, VP of Tech Services at 1-800-578-6381, opt. 6,  for more information.