Day17- Bad Line Quality (matrial)

Need Optimization  will Escalate to :

• Pilot-SLS 

• IU Maintenance

• Second level Advanced

In Case Ticket BLQ have Update ( Main wire changed ) and Customer still have the same problem so the right action is : 

• Re-Run the appropriate mode of Clear View

• Re-Troubleshoot as BLQ Supported By ASSIA

• Re-Escalate the Ticket Direct to IU

In-case CCA take screenshots from selected Clear View mode and its result So History check should be ( Real Time Analysis ) 

• True

• False

In Case Assia Clear view Result after run Fix is No DSL Physical Layer is detected , Line Code is set to VDSL , Line is Stable from Line details and Operational speed Less than the Service Recommendation Speed , So CCA need to escalate : 

• Bad Line Quality

• Slowness

• Need Optimization 

Bad Line Quality ticket with update (Visit Performed) on 20 Sep.  and Customer called us on 23 Sep. and informed that he didn't get the visit , So CCA right action is :

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

• Inform customer to check his CPE is our CSO

• Re-Troubleshoot with customer

IF customer number belongs to Haya Karima and Customer operational speed is 4 Mb so CCA right action is : 

• Inform Customer to check with another CPE 

• Inform the customer with Haya Karima script and make Haya Karima SR 

• Follow normal troubleshooting for BLQ

In Case CCA Troubleshoot Bad line Quality case and while checking Line code step from customer's CPE  it must be ( ADSL2+ or VDSL ) according customer Port 

• True

• False

While Troubleshoot BLQ case and line not Supported by assia , attainable speed less than Satisfactory speed so the next step is : 

• Inform Customer To Check With Another CPE

• follow Satisfactory speed VS Operational Speed step

• check connection type step

If Customer complaint within TS BLQ case from Bad Box issue , the right SR is : 

• FBB Tech Problem>BLQ>Ganzara Box

• Fbb Tech Problem>BLQ>Bad Box

• FBB Tech Problem>BLQ>Other

In case of customer is suffering from BLQ and during the troubleshooting, CCA found that Voice is down , CCA right action is : 

• Escalate as voice down and mandatory need to mention that customer has Bad Line Quality in TTS logs with troubleshooting steps that performed

• Escalate as Bad Line Quality and mandatory need to mention that customer has Voice Down in TTS logs