Live Calls 1

Question 1

If a customer has FTTC what port should the DSL cable be plugged in to?

Answer 1

The grey port

Question 2

When someone calls up regarding changing a VM what question do you need to ask?

Answer 2

First off you need to get the account up ask for business postcode
Secondly you need to go through DPA
Thirdly you need to ask what phone system they have.

Question 3

Is a 10 minute drop in internet which can be seen on sessions and expressed by the customer normal?

Answer 3

Yes

Question 4

Is it normal to have drops in sessions?

Answer 4

Yes

Question 5

If a customer mentions they have drops in internet what resource do you have to check this?

Answer 5

One portal > sessions

Question 6

What do desktops typically use for connection to a router?

Answer 6

Ethernet cable

Question 7

If a customer is sure they have a wireless connection from their desktop PC what can you do to ensure this is the case?

Answer 7

Get the customer to locate the desktop (base unit) where the monitor connects into and to describe the cables coming out of the desktop.