Browsing Cases

While Escalating Browsing Case , SLA will be

• 24 Hours

• 48 Working Hours

• 2 : 5 Hours

CST has browsing all sites , Ping result was No Reply from Google domain , and Reply from Google IP , next action is :

• Ping Bras

• Do Flush DNS

• Reset and reconfigure CPE

The first priority goes to WE DNS, then to Google DNS or any External DNS :

• True

• False

In case Customer input that he paid the package bill within 24 hours, and line is Active on BSS, and Not blocked on Matrix , and has browsing issue , right action is :

• Restart Port

• Adjust status

• Follow the normal browsing troubleshooting

Browsing​ ticket in TTS with update ( Feed us with a trace from customer side ) , CCA action will be :

• Re-escalate to SLS

• Re-troublshoot

• Let customer send a snapshot for Google IP trace as an attachment to us

Customer has browsing issue but his CPE not connected within the call , will connect his CPE and call us later , right SR is :

• FBB Tech Problem > ​​Browsing > ​Not

  beside CPE

• FBB Tech Problem > ​​Browsing > ​will Reset & FUB

• FBB Tech Problem > ​​Browsing > ​Follow Up

Customer has Browsing in Certain Site and after checking this site with ( iidrn.com ) found that this site is Down noting that the site name is valid , Right action is :

• check PC time & Date

• Escalate to SLS

• Inform Him That Might Be A Global Problem In That Site Right Now

Customer has Browsing in Certain Site and problem solved after checking with another Browser , right SR is :

• FBB Tech Problem > Browsing -Certain Sites > Browser - Cache

• FBB Tech Problem > Browsing -Certain Sites > DNS - WE

• FBB Tech Problem > Browsing -All Sites > Browser - OS

Trace Customer WAN IP ( from Route Server ) will be considered done successfully only if this trace entered WE autonomous system :

• True

• False

CST has browsing all sites , Ping result was ( Reply from Google domain ) , next action is :

• Ping Google IP

• Ping Bras IP

• Adjust MTU