Slowness

After follow slowness case TS, Customer download not accepted CCA Action :

• Ping Google Ip 

• Check Download Rate In Safe Mode 

• Ping Cpe Ip 

Before troubleshooting Slowness case CCA should inform customer to close all opened applications that are using the internet connection :

• TRUE

• FALSE

CST need to subscribe in Option pack service CCA Action :

• Direct Cst To CSO

• Transfer Cst To Option Pack Q 

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

Slowness  Case Escalated To : 

• NOC

• CC-Second level Support 

• Second level advanced 

If Download Rate Accepted after check it from Safe Mode CCA Action :

•  Inform the customer that the problem in his OS

• Ping Google Ip 

• Inform cst No Problem From Our Side 

CST has Has issue in Streaming  your Action :

• Add WE Dns 

• Adjust MTU

• Check streaming on YouTube on Auto Quality

In case cst has Ping result from Google IP 35% , and there was packet loss from CPE IP , and the problem solved after make Reset & Reconfigure , So the right SR will be :

• Slowness

• Logical Instability

• Browsing

If CST using IDM and download rate is not  accepted from the first file CCA Action : 

• we should try second and the third files while the first file still downloading

• Check download with Safe Mode 

• Ping Google Ip 

Check POP Utilization Status From : 

• Matrix Tool

•  HDM Tool

• OSS Tool

Escalation Speed Variance case SLA will be : 

•  48 Hour

•  72 Working Hour

• 24 Hour