Day-7- Data Down Cases (matrial)

In case customer complaining from data down, while he has unpaid voice bills which has passed the grace period with 29 LE amount , right action is

• Escalate ticket to IU

• Inform customer to pay his land line bills first

• Inform customer to pay his land line bills first

CST has Data Down and after run SELT it was 302 m , connection type :Main Wire ,Your action

• Escalate ticket to IU as Data and voice down case

• Inform CST to connect from his main

• Escalate ticket to IU as Data Down

CST calling us follow in ticket data down with Update (IU Respllited) CST inform that  line up now and Problem Solved , SR Will be

• FBB Tech Problem>Data Down>Follow Up After SLA

• FBB Tech Problem>Data Down>Follow Up

• FBB Tech Problem>Data Down>IU-Resplitted

CST has Power Failure case  his ticket title & Category will be :

• Ticket title: "Data Down" & Problem type: "Data Down"

• Ticket title: "Case - Power Failure" & Problem type: "According to the case "

• Ticket title: " Power Failure" & Problem type: "Power Failure"

If power Led is turned off and CST did not use the original adapter , you will informe cst with,

• Try in another wall-plug

• Check Availability to check with another CPE and its orignal adapter

• Direct Customer to CSO to check CPE

CST calling us complaint from internet not working and after check logs: No Logs, line become up after Run selt then CST refused to continue the T.S  and the problem was solved  SR Will Be …

• FBB Tech Problem>Data Down>CST refused troubleshooting

• FBB Tech Problem>Data Down>Solved After Run Selt

• FBB Tech Problem>Data Down>Internal Wiring

Customer face Data Down and after run selt get result 180 M, will escalate the ticket with mention the result in TKT :

• Ture

• False

Ticket data down escalated to IU then back from script with attainable speed value logged in TTS logs but customer called us and Matrix and ADSL was up within call, so CCA right action….. Noting that line is supported by ASSIA

• Inform customer to check with another CPE

• Re-Troubleshoot Data down case

• Close the current ticket & Troubleshoot as “BLQ" case

CST has Data Down and CST prblem not solved after disconnected the CPE from diffrenet wall outlet but after CST has connected from the main walloutlet the problem solved, Your action:

• Escalate ticket to IU

• Escalate ticket to Pilot-Follow Up

• Inform customer with the right connection

 Internet not working , Customer has ADSL is down and 5 logs in last 12 Hours with no logs in last 3 hours this case will be :

• Data Down

• Unable to obtain IP

• Physical Instability