Method and System to Automate Troubleshooting and Resolution of Customer Device Issues

A controlling device, comprising:

• a processing system including a processor;
• and
• a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, the operations comprising:
• receiving a login signal via a browser installed on the controlling device to initiate communication with a customer care server over a communication network, the communication comprising notice of a customer care issue associated with a communication device coupled to the controlling device by a communication link separate from the communication network, the customer care server being separate from the controlling device and the communication device;
• receiving, over the communication network via the browser, information from equipment of a customer care agent for addressing the customer care issue, the equipment of the customer care agent in communication with the customer care server over the communication network, the information enabling user interface automation at a user interface of the communication device;
• and
• effecting, in accordance with the user interface automation and without action by a user of the communication device, an input via the communication link to the user interface, thereby initiating a resolution procedure for the customer care issue,
• the resolution procedure comprising resetting network settings for facilitating communication over the communication network, enabling a network service, collecting information regarding the network settings, providing new network settings, or a combination thereof.

A machine-readable medium comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, the operations comprising:

• receiving a login signal via a browser installed on a controlling device to initiate communication with a customer care server over a communication network, the communication comprising notice of a customer care issue associated with a mobile communication device coupled to the controlling device by a communication link separate from the communication network, the customer care server being separate from the controlling device and the mobile communication device;
• receiving, over the communication network via the browser, information from equipment of a customer care agent for addressing the customer care issue, the equipment of the customer care agent in communication with the customer care server over the communication network, the information enabling user interface automation at a user interface of the mobile communication device;
• and
• effecting, in accordance with the user interface automation and without action by a user of the mobile communication device, an input via the communication link to the user interface, thereby initiating a resolution procedure for the customer care issue,
• the resolution procedure comprising resetting network settings for facilitating communication over the communication network, enabling a network service, collecting information regarding the network settings, providing new network settings, or a combination thereof.