Logical Instability & Slowness

If CST has Instability Problem so CCA should make sure that CST has Logs on NST and if there is no Logs at all, informed CST no Problem from Our side?

• 1- True

• 2- False

In case the customer uses premium router and has logical instability-No multiple login, issue may be wireless signal disconnection 

• 1- True

• 2- False

In case the customer uses 2.4GHz and 5GHz at the same time but signal unstable so CCA should

• 1- clarify to the customer that it is due to the delay in converting from 2.4GHz to 5GHz or vice versa

• 2-Reset and Reconfigure

If CST has Logical Instability , It is mandatory to check Quota "Exceeded " or " Not Exceeded " in case CST has

• 1- No Multiple Logs

• 2-Multiple Login more than 3 min 

• 3-Multiple Login less than or equal 3 min
  
  

If CST has Logical Instability No Multiple Logs , CST follow T.S via wireless Connection, CCA should make reset then

• Let customer check the service and try with another CPE if problem still exist

• 2- Let customer Ping Google IP through : https://hax.at/trace/

• 3- Let customer Ping Google Domain through CMD

If CST has Logical Instability No Multiple Logs, CST has PC/Laptop,  packet loss from Google IP Less than or equal to 20%, CCA

• 1- Escalate To NOC

• 2- Inform Customer that there is no problem from WE Side

• 3- Restart PC, Check With Another OS/PC, Inform The Customer To Check With Another CPE

• 4- Both “2+3”

packet loss from CPE IP can be checked from PC/Laptop connected with Wireless)

• 1- True

• 2- False

If CST has Logical Instability No Multiple Logs, CST has PC/Laptop,  packet loss from Google IP Less than or equal to 20%, CCA

• 1- Escalate To NOC

• 2- Inform Customer that there is no problem from WE Side

• 3- Restart PC, Check With Another OS/PC, Inform The Customer To Check With Another CPE

• 4- Both “2+3”

If CST has Logical Instability Multiple Login less than or equal 3 min, Reset & Reconfigure done and next step

• 1- Let customer check the service and try with another CPE if problem still exist

• 2- Check login status within Call if solved or not and if still not solved within Call Escalate to NOC

CCA should check  POP Utilization Status before Follow Unable to obtain IP Case with Customer

• True

• false