Day 09- Unable to Obtain IP Case

1.

HDM tool should be used for WE CPE in WAN configuration :

• True

• False

2.Customer subscribed in option pack and has unable to obtain IP case right action is :

• Reset and reconfigure

• Transfer to Option Pack

• Escalate to SLS

3-If the line is suspended and Suspension can not be removed via CST 360 , SLA for this case will be :

• 2 Hours

• from 2 to 5 Hours

• 48 Working Hours

4.Speed Variance Override any Logical case :

• True

• False

5.While Escalating Speed Variance Case , SLA will be

• 2 Hours

• From 2 to 5 Hours

• 48 Working Hours

6.If customer's line is utilized ( Congested ) or within ratio CCA cane Troubleshoot :

• Slowness

• Logical Instability

• Browsing / Unable To Obtain

7-While Escalating Unable to obtain IP case , SLA will be

• 2 Hours

• From 2 to 5 Hours

• 48 Working Hours

8.CST has Unable to Obtain IP case , right action is :

• Reset CPE hard

• Reset CPE hard then soft and reconfigure

• Checking CPE in CSO

9-Customer has Unable to obtain IP case and inform us that he will reset CPE and call us later , right SR is :

• FBB Tech Problem > Unable to Obtain IP > Follow Up

• FBB Tech Problem > Unable to Obtain IP > Not beside CPE

• FBB Tech Problem > Unable to Obtain IP > Will Reset & FUB

10.Unable to obtain IP​ ticket in TTS with update ( Fake MAC ) , CCA action will be :

• Reset and reconfigure CPE

• Adjust ADSL Credentials

• Escalate to SLS