Day 9

Question 1

If the customer has multiple ADSL or FTTC broadbands but had a fault with only one of them what is a good diagnostic tool to identify the one that is faulty?

Answer 1

Plug a telephone into the master socket and ask the customer to dial 17070 and then for him to read the last three digits that are called back.

Question 2

Does Gradwell have a one portal login?

Answer 2

Yes

Question 3

How long does it take for a router to be delivered?

Answer 3

3-5 days

Question 4

If someone has a BB fault and they have multiple lines what can you do to identify the CLI?

Answer 4

Ask the customer if they have a landline phone to plug directly into the master socket of the router that isn’t working and to dial 17070 and to then read out the last three digits of the number it reads out.

Question 5

What tests/ checks can you do if the router isn’t working well?

Answer 5

BB diags: check the sessions, and sync speeds.
Login to router: check DL/UL and DSL/ router up time.
BB availability: in that area see if it matches to the DL/ UL the customer is getting.
Ping router

Question 6

What are the on site checks?

Answer 6

Test socket
Microfilter replacement
DSL cable replacement

Question 7

What is the password to login to technicolour router?

Answer 7

Onecom123

Question 8

What are the essential DPA checks?

Answer 8

1) Full name of business
2) Persons full name
3) DOB
4) Password

If not 3 and 4 then ask

5) account number
6) email address

Or name and DOB

Question 9

If a customer is inquiring about Mitel phones what do we tell them?

Answer 9

We don’t handle Mitel phones the Mitel team can help with that. Call again and press options 3, 2 then 1.

Question 10

How do you change the password to a router?

Answer 10

Have to login to it remotely or the customer can login to it.

Question 11

Where do you add or remove call diverts?

Answer 11

On SME portal

Question 12

What BB tests are there?

Answer 12

PSTN line
Diags
Ping
Login to router

Question 13

If a customer has a card machine are you able to ping the router and why?

Answer 13

No - because of PCI compliance

Question 14

How do you change over username for a router?

Answer 14

You have to login to it, and select system info —> config —> setup gateway.

Question 15

Once you have added the correct config to the router and do you then have to do?

Answer 15

Reset the router so it then connects to the server with the correct configuration

Question 16

What does a modern master socket have?

Answer 16

A separate phone and BB line.

Question 17

Can you setup a temporary call divert if a number hasn’t been ported over?

Answer 17

No but the customer can with their old number