Troubleshooting Rules and Core | Twhi

Open Ended

What challenges have you faced when diagnosing network symptoms, and how did you approach solving them?

Multiple Choice

Why is it important to understand the difference between wired and Wi-Fi isolation when troubleshooting network issues?

• Because it helps identify the root cause of connectivity problems

• Because wired connections are always faster than Wi-Fi

• Because Wi-Fi is always less secure than wired connections

• Because only Wi-Fi can have network issues

Fill in the Blanks

The action 'Wired First — Always' helps prevent misdiagnosis and improper

.

Multiple Choice

What is the first step you should take when troubleshooting a WHSIA issue according to the Golden Rule?

• Check if the issue is Wi-Fi related

• Plug a laptop into the TWHI equipment using an Ethernet cable

• Restart the modem

• Escalate the issue immediately

Multiple Choice

Which of the following are symptoms of a network issue rather than a Wi-Fi issue?

• Only some devices are affected

• Signal lights on modem are strong

• All devices offline, including wired

• TELUS cellphones still working

Open Ended

Explain how you would differentiate between a Wi-Fi issue and a core network issue when a customer reports connectivity problems.

Multiple Choice

Which of the following statements best describes a scenario where a geofence violation might occur?

• A device is connected to Wi-Fi but cannot access the internet.

• A device is moved outside a predefined geographic area and triggers an alert.

• All devices in a location lose connection at the same time.

• A modem shows strong signal lights but some devices are offline.

Open Ended

List the steps you would take to check and resolve a geofence violation based on the information provided.

Multiple Choice

What triggers a geofence violation for a modem?

• Moving the modem to a different location than its registered install address

• Changing the modem's password

• Upgrading the modem's firmware

• Turning off the modem for more than 24 hours

Multiple Select

Which of the following are among the top 3 service blocks you must check according to the slides?

• Data Overage or Throttling

• Billing Suspension

• Provisioning Errors

• Hardware Failure

Multiple Choice

Which action should be taken if a 'Geo block' is detected according to the provided tools table?

• Refer to Care

• Compare address and unblock

• Billing resolution required

• Restart the modem

Open Ended

Match each issue to the correct tool(s) used to resolve it, as shown in the table.

Fill in the Blanks

Fill in the blank: To resolve a provisioning issue, you may need to create a

ticket.

Multiple Choice

According to the modem indicator lights, what does a solid red network light mean?

• Connected to 5G

• Connected to 3G/4G

• Not registered to mobile network

• Wi-Fi is working normally

Multiple Choice

What does a solid white LED indicate for the network light on the indoor modem (IDU)?

• The modem is not connected to any network

• The modem is connected to 3G/4G

• The modem is connected to 5G

• The modem is powered off

Multiple Select

Which of the following actions should you take if the PoE LED is off on the outdoor modem (ODU)?

• Check all Ethernet cables are properly plugged in

• Ensure power is connected

• Move the modem to a basement

• Ask if the customer moved the setup recently

Multiple Select

Which of the following are signs of excellent signal quality according to RSRP values?

• RSRP value of -80 dBm or better

• Signal quality labeled as Green

• No action needed

• RSRP value worse than -100 dBm

Fill in the Blanks

The recommended action for an RSRP value worse than -100 dBm is to check the tower connection in

Open Ended

Explain why LTE fallback is important when dealing with 5G connectivity issues at coverage edges.

Multiple Choice

What are the symptoms of a 5G connection that appears fine but experiences drops, and what is the recommended fix?

• Good signal but no stable internet; lock to LTE only using Insight

• No signal at all; replace the modem

• Frequent device overheating; reset the device

• Slow speeds on all devices; upgrade the plan

Multiple Choice

Which of the following are symptoms of provisioning problems in a 5G modem setup?

• Modem lights appear normal but no internet/data access

• Insight shows modem as connected but not transmitting/receiving data

• No APN profile in NPV or incorrect APN settings

• All of the above

Open Ended

List the troubleshooting steps you would take to resolve provisioning problems in a 5G modem setup.

Multiple Select

Which of the following are common fixes for provisioning problems in a 5G setup?

• Log a ticket for TS tier 2 if SIM is incorrect

• Submit a Remedy ticket for stuck FOH orders

• Re-provision or escalate to TS tier 2 if no profile in NPV

• All of the above

Fill in the Blanks

If the SIM is provisioned to the wrong customer, the recommended action is to log a ticket for TS tier

.

Open Ended

Reflecting on today's session, which topic from the agenda do you feel you need more clarification or practice with, and why?

Multiple Choice

Which of the following topics was NOT covered in the session on Troubleshooting Rules & Core Network Issues?

• Diagnosing 5G Stalls & Locking LTE

• Geofence Violations & Fixes

• Using Tools (Insight, NPV, FOH, SEMS, MyWorld)

• Cloud Security Protocols