Live calls 2 Flashcards
What three questions should you ask if a customer expresses internet keeps dropping/ intermittent connection?
Is it wired or wireless connections?
When did it start?
How often and for how long does it drop?
What is the DDx for wired intermittent connection?
Normal disconnection/ contended service Copper line fault BB line fault Faceplate fault Microfilter fault DSL cable fault DSL port fault Router fault Ethernet port fault Switch ethernet port fault Ethernet cable fault Old ethernet cable Device fault
What tests would you complete for intermittent/ dropping wired connection?
Line test Diags line test Sessions check Router up time and DSL up time check On site checks Check type of ethernet cable Try another ethernet port Try another ethernet cable Try another device
What signs might be shown with an intermittent/ dropping connection?
Line test fault
Diags line fault
Irregular sessions - too many (frequent stop/ start sessions) or multiple drops lasting significant portions of time
Router up time far greater than DSL up time
What treatment is there for an intermittent/ dropping connection?
Raise TR Raise FLT Complete on site checks and monitor over the next 48 hours Try another ethernet port Try another ethernet cable Advise customer drops can be expected Replace router 4G failover router - if all else fails, meaning customer has had multiple router replacements, and engineer visits advise of this.
Whats the first question to ask if a customer is expressing slow BB speeds?
Is it wired or wireless devices?
What is the DDx list for slow BB speeds?
Normal speeds within normal limits Contended service Migration comparison Line fault BB line fault Face plate fault Microfilter fault DSL cable fault Router up time too long Factory reset router Wireless card fault Proximity fault Interference fault Old device Device fault
What tests are there for slow wifi speeds?
Line test BB line test On site checks Check sync speeds to see if customer is getting speeds above the minimum guaranteed. Check router up time Send over speeds Check other device
