TROUBLESHOOTING: MODERNIZATION

TROUBLESHOOTING: MODERNIZATION

Part 3 of the Troubleshooting series will be focused on Modernization, what it is, how to identify and ways to increase knowledge when speaking to a customer about this impacting change in their local area.​

REFRESHER!

What stood out to you the most on the previous week's MASTER IT sessions focusing on SDL and Account, Device, Network?

Open Ended

Why is it important to learn more about modernization as a part of the troubleshooting process?

What is network modernization?

Modernization is when T-Mobile upgrades and improves its network towers, usually in order to add newer and faster technology.

Most modernization and upgrades may have temporary service interruptions during construction.

• Customers may experience degraded service, including dropped calls or abrupt loss of service.

• When connected to a tower near construction, customers may have slower data speeds and dropped calls due to greater use and congestion.

• Normal service return when work is completed. T-Mobile is not discontinuing any service.

In rare cases, changes to the tower tilt and power level may lead to changes in service after modernization is completed

• Engineers monitor the site for weeks after modernization.

• They will optimize to resolve any issues.

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Open Ended

What are some questions that can be asked if Modernization is on your list of possible causes?

How can you tell if the issue is an outage, congestion or modernization?

• Leverage the alerts in Grand Central for Congestion and Modernization or Local site issue​

• If the tower is being hit by modernization, it will show “Down”. If not, it will show “Up”​

• Local site issues shows “Service Impacting” or “Not service impacting”​

• Maintenance events will show “In service” or “Maintenance SI” (Service Impacting)​

Multiple Select

What does the Grand Central Coverage Map show when it comes to Modernization?​

• Where modernization is happening

• Dates and time when work is active at a location

• If the work impacts customers’ service

How would I know if the customer is impacted with Modernization?

Grand Central > Summary Tab > Network Tile > Will list “Modernization in Progress”​

Open Ended

What are the steps to locate the modernization information in Network Tab?

Grand Central > Network Tab > Enter Address > Click Modernization in

These are the steps you can use to check the modernization details on the customer's location!

Why is it important to go through this process?

By going through this process, you can gain more detail about the Modernization plan for that specific area, offer details to the customer, and feel confident that Modernization is or is not the root cause to the customers’ issue.

Open Ended

If Modernization is identified as the root cause, what is some information you should provide to the customer?​

These are the information you should provide:

• Leverage the anticipated dates as estimates only. If the customer asks for time frames, it is important to ensure they know it is not exact and could change or take longer to complete.​

• Explain what the customer might experience during this time. ​

• Modernization may cause temporary service impacts until the modernization is completed. WIFI is a great way to get past some of these issues as you experience them. 

Open Ended

Why is it important to set these expectations if Modernization is happening in the area?

Why is it important to set these expectations?

• By setting expectations, we are being transparent with them about the services and ensuring they understand the experience until Modernization is complete, reducing customer effort.

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Multiple Select

What are the benefits to Modernization updates?

• Better call quality

• Faster data speeds

• Improved network coverage

Pro tip!

• Just because you are seeing modernization on the coverage map, does not immediately mean that is the root cause.​

• Grand Central will indicate if Modernization impacts customers’ coverage.​

• Modernization is planned, Network outages are not planned.​

• It is not recommended to inform your customer to turn off 5G as a solution.​