Day14- Physical Instability (matrial)

Physical instability ticket with update (Visit Performed) ,,and CST called us after 7 Days and informed he didn't get the visit ,right action is :

• Re-escalate the ticket to IU with updating the customer's input

• Re-Troubleshoot with customer

Customer has physical instability ticket with Update (CPE Problem ) and problem solved after checking with another CPE  , right SR is :

• FBB Tech Problem > ​​Physical Instability > ​Follow Up

• FBB Tech Problem >​ Physical Instability > CPE Problem

• FBB Tech Problem > ​​Physical Instability >Will try with another CPE

In physical instability ,, CCA should attach screenshots of selected mode and Clear View result in TTS logs :

• True

• False

Before escalating Physical Instability Case , should be check Voice Verification

• True

• False

While troubleshooting physical instability, After run clear view result is :  "No immediate action is recommended" , right action is :

• Troubleshoot as not supported by ASSIA

• Ask the customer if there is any EMF cable passes beside telephone line

• Inform customer that some tests are running on his line right now and it is supposed to solve his problem within 3 days from enabling PO date, and leave CPE connected to power

Customer has ticket Physical Instability in IU , CCA informed him that he within SLA , Right SR is :

• FBB Tech Problem > ​​Physical Instability > ​Follow Up

• FBB Tech Problem > ​​Physical Instability > ​Follow up After SLA

while troubleshooting physical instability , Clear View Result After Search "Technical dispatch is recommended " , next action is :

• Check connection type

• Check last fix date according to TTS and customer input at same time

physical instability case escalate at 15-Sep 10:20 PM and CST called us at 17- Sep 9:20  PM , and ticket still in IU ,right SR is :

• FBB Tech Problem > ​​Physical Instability > ​Follow up After SLA

• FBB Tech Problem > ​​Physical Instability > ​Follow Up

while troubleshooting physical instability , CCA found Landline bills is 65 LE and passed the grace period , right action is :

• Escalate ticket to IU

• stop troubleshooting and inform CST that he has to pay his bills first

While troubleshooting physical instability Contradiction , No Faults Exist , CCA will advise customer to check with another CPE from main for :

• 1 day

• 2 day