Bad Line Quality(BLQ)

Q- BLQ case will be escalated to:

• SLS

• IU

• Pilot-Follow up

Q- BLQ third time escalation SLA is:

• 2 Hours

• 1 Day

• 1 Working Day

Q- Need Optimization 2nd Time Escalation SLA:

• 1 Hour

• 2 Hours

• 1 Day

Q- Need Optimization case will be escalated to:

• IU

• Pilot-Follow up

• Pilot-SLS

Q- CCA should check voice verification before re-escalate BLQ case:

• TRUE

• FALSE

Q- CCA should check if number belongs to Haya Karima or not before handling BLQ case:

• TRUE

• FALSE

Q- CST has BLQ and his number belongs to Haya Karima, operational speed : 7 Mb, Your action:

• CCA will inform the customer with script only

• Handle BLQ normal

• Follow Voice verification and escalate BLQ case

Q- CST has BLQ, service recommendation speed was not avail on Assia, Your action:

• Change observation period 

• Check Line stability from Assia

• Re-Run clear view mode

Q- CST has BLQ, Line code: G.dmt (Noted that:Port is ADSL) Next action will be:

• Inform Customer That this CPE Doesn't Support High Speeds 

• Check line code exists in CPE and can be adjusted

• Check Line stability from Assia

Q- CST has BLQ, Line code: VDSL2, Line stability: Unstable  Next action will be:

• Handle as slowness case

• Re-Troubleshoot BLQ case

• Inform Customer to wait 3 days until tests done on the line