day 18- Slowness (matrial)

Which Website can use if cst want to check slowness in browsing ….

• youtube.com

• Te.eg

• Google.com

In case cst has slowness ticket in NOC  escalated @ 5 PM and call us to Follow @ 11 PM .. SR Will Be ….

• FBB Tech Problem ​> Slowness > ​Follow Up after Re-Escalation - After SLA

• FBB Tech Problem > Slowness  > Follow up after SLA 

• FBB Tech Problem ​> Slowness>Follow Up

OTS SLA Will Be : 

• 5D

• 3D

• 5WD

If Download Rate Accepted from Safe Mode CCA Action ….

• Inform cst No Problem From Our Side

• Ping Google Ip

• Infrom the customer that the problem is in his OS

CCA can handle any technical issue with cst if subscribe on Family Service ?

• True

• False

Cst has Has issue in Streaming  CCA Action 

• Check if there is streaming issue on Youtube on Auto Quality

• Check Download Rate 

• Add WE DNS

Cst need to subscribe in Option pack service CCA Action … 

• Direct Cst To Cso

• Transfer Cst To Account management Q

• There is no new subscription for Option Pack until further notice

Cst Complaint From Slowness issue Trace Result 1st Hop = 3MS CCA Action 

• Escalate To NOC

• Inform customer that it is CPE problem

• Inform cst No Problem From Our Side 

In case cst has  within ratio CCA will inform cst 

• فى تحديث في خدمه الانترنت وقد يؤثر على خدمه الانترنت ليك وجاري العمل على انهاء التحديث فى اسرع وقت ممكن

• في مشكلة حاليا فى أجهزتنا الموجودة  فى السنترال بس مفيش حاليا وقت متوقع لحل المشكلة ممكن حضرتك تتابع معنا بعد  إسبوعين

• دي تعتبر حاجة طبيعية بالنسبة لخدمةDSL لانها تعتبر Shared Bandwidth وممكن حضرتك تحس بالبطئ في الأوقات اللي بيكون فيها ضغط علي الشبكة

Cst has Technical issue in Wifi venue CCA Righr Action ...

• Handle Case Normal with cst 

• Transfer customer to WIFI VDN

• Direct the customer to contact with the vendor