TROUBLESHOOTING: ADN

ACCOUNT, DEVICE, NETWORK​

TROUBLESHOOTING: DAY 2​

Why is it important?

The Account, Network and Device portion of the troubleshooting process allows you to efficiently focus on the exact area of the root cause. 

Remember!

If you troubleshoot the wrong area, it could cause longer handling time, more customer effort and frustration, and possibly incorrect solution. 

Why is it important to use Grand Central & The Fix in every troubleshooting call?

Grand Central makes things SIMPLE! Diagnostics, Network outages and additional data is available to be able to narrow down the root cause a lot quicker!

NOTE!

Cancelling location should not be the first step in fixing every issue!

What are some of the benefits of using Grand Central & The Fix?

✓ Check for recent troubleshooting activity.​

✓ Allows you to further eliminate any possible issues that may be impacting the root cause.​

✓ Allows for additional insight into the problem with its diagnostics capabilities.

ACCOUNT!

 Account Troubleshooting in Grand Central happens in the Summary and the Account Tab. 

DEVICE

Device Troubleshooting in Grand Central happens in the Summary and Device Tab. ​

NETWORK

Network Troubleshooting in Grand Central happens in the Summary, Network, Coverage Map. 

TEAM ACTIVITY!

Now that we are more knowledgeable in Account, Network and Device, let’s practice identifying them.  

Multiple Choice

“My data is really slow, and it is only happening in the area in and around my house. WIFI is off”

• ACCOUNT

• DEVICE

• NETWORK

The answer is NETWORK!

This customer could be experiencing either a local network outage, global outage, or possible modernization in their area.

Multiple Choice

“I keep getting an error on my phone when I try to download anything even when I have 4 bars.”

• ACCOUNT

• DEVICE

• NETWORK

The answer is DEVICE!

It’s possible the customer is having memory issues, or something related to the device that is not allowing them to download.

Multiple Choice

“My data becomes slow at certain times of the day only, but I have full bars."

• ACCOUNT

• DEVICE

• NETWORK

The answer is ACCOUNT!

Since the customer has 4 bars there should be no network issues and so it is possible that their data is currently be de-prioritized.

BOTTOM LINE!​

​What are you takeaways?