Logical Instability

Before handling logical instability case CCA should advice the customer to be near the CPE as much as he can :

• True

• False

Unsupported cases SLA :

• From 2:5 Hours

• 2 Working hours

• 2 Working days

Unsupported cases way of communication :

• SMS

• Phone call

• Phone call or SMS

CST has logical instability case, Multiple Login = 3 min, Reset and Reconfigure: done, and the problem still the same :

• Escalate to SLS

• Escalate to NOC

• Let customer check the service and FUB

CST has logical instability No Multiple Login, packet loss from Google IP: 75%, packet loss from CPE IP: No CCA action :

• Disable CPE Firewall then Escalate to NOC

• Activate ping option on CPE page - if available then Escalate to NOC

• All of the above

CST has logical instability case, Multiple Login = 1 min, Reset and Reconfigure: done, Check login status: Normal, CCA action :

• Inform CST to check with another CPE

• Inform CST that problem solved

• Inform CST to check with another PC/Laptop

Logical instability ticket back with update ''No problem from network side let customer check his CPE'', Your action :

• No Steps needed, and let customer check with another CPE

• Adjust ADSL Credentials

• Reset & Re-configure the CPE

Logical instability ticket back with update ''Announcement has been sent'', Your action :

• Restart port

• Check ''Customer 360'' for any outage

• Re-escalate to NOC

CST has logical instability TKT, After NOC 1st update: Problem Not Solved, Your next action :

• Check ''Customer 360'' for outage

• Call customer: reset and configure

• Call customer to confirm that problem solved or not

CST asked about port 5060 or VOIP, CCA action :

• Ask CST to call 19776

• Handle case normal

• Will inform CST ''We provide internet service only and not responsible for any mobile application"