Troubleshooting Internet Connectivity

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Questions and Answers

If an IP router ADSL LED status is inconsistent with the CST 360 status during a restart, is this considered a normal operation?

  • False (correct)
  • True

Where can the MTU (Maximum Transmission Unit) setting typically be configured?

  • WAN Setting (correct)
  • DHCP Setting

Is using the HDM Portal mandatory for resetting, restarting, and configuring WLAN?

  • True
  • False (correct)

When escalating an 'Unable to Obtain IP' issue, what instruction should the CCA provide to the customer regarding their CPE?

<p>Keep the CPE turned on (A)</p> Signup and view all the answers

In case a CCA escalates an 'Unable to Obtain IP' case at 2 PM, is it mandatory for the CCA to check on the call before escalating?

<p>False (A)</p> Signup and view all the answers

When facing any issue in the HDM Portal, what must the SR (Service Request) contain?

<p>A snapshot of the error (A)</p> Signup and view all the answers

Where can you check if a customer premises equipment (CPE) has obtained an IP address using the CST 360 tool?

<p>NST from CST 360 TOOL (B)</p> Signup and view all the answers

If an 'Unable to Obtain IP' issue persists after following the T.S MAC (Troubleshooting MAC Address Check) process, what is the next recommended action?

<p>Ask customer if there is any changes on CPE configurations (B)</p> Signup and view all the answers

If the HDM (Help Desk Management) tool is opened with CPE data but an action issue is encountered, what is the immediate step we should take?

<p>Continue troubleshooting using other tools and methods (B)</p> Signup and view all the answers

Do all WE (Wireless Everywhere) CPEs (Customer Premises Equipment) support the HDM (Help Desk Management) function?

<p>False (B)</p> Signup and view all the answers

Where can you check if a MAC (Media Access Control) address is learned (registered) or not?

<p>CST 360 TOOL (B)</p> Signup and view all the answers

When escalating an 'Unable to Obtain IP' case, is following Logical Verification procedures a necessary step?

<p>True (A)</p> Signup and view all the answers

In the event of an 'Unable to Obtain IP' issue where the T.S MAC (Troubleshooting MAC Address Check) process fails to learn the MAC address, what is the appropriate next step?

<p>Reset CPE hard and reconfigure (A)</p> Signup and view all the answers

What is the standard SLA (Service Level Agreement) timeframe for resolving an 'Unable to Obtain IP' issue?

<p>From 2 to 5 hours (A)</p> Signup and view all the answers

Which of the following actions is supported by the HDM tool?

<p>Reset CPE (A)</p> Signup and view all the answers

When a customer (CST) experiences an 'Unable to Obtain IP' issue and is subscribed to Option back, what is the right course of action?

<p>Reset &amp; Re-configure the CPE (B)</p> Signup and view all the answers

If a CPE (Customer Premises Equipment) obtains an IP address after restarting the port and the service functions correctly, how should the SR (Service Request) be categorized?

<p>FBB Tech Problem&gt;Unable to Obtain IP&gt;Restart Port (B)</p> Signup and view all the answers

If a line is identified as 'offline' in the HDM tool, what is the appropriate initial action?

<p>Should restart CPE (B)</p> Signup and view all the answers

In an 'Unable to Obtain IP' case, should the customer (CST) follow up with us (the support team)?

<p>TRUE (A)</p> Signup and view all the answers

Should the CCA (Customer Care Agent) verify with the customer before making changes to the WiFi configuration or resetting the CPE?

<p>TRUE (A)</p> Signup and view all the answers

Flashcards

Logical Verification

The process of verifying information before escalating an issue to ensure accuracy and completeness.

Checking IP via NST

NST (Network Service Tool) within CST 360 Tool can be used to see if a customer has obtained an IP address.

MTU Location

Maximum Transmission Unit can be modified in the WAN settings of the router's configuration.

HDM Tool Function

HDM (Help Desk Management) tool supports Remote CPE reset function.

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SLA for IP Issues

The standard Service Level Agreement (SLA) for resolving unable to obtain IP issues is typically between 2 to 5 hours.

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Action before Escalate

Before escalating an 'Unable to Obtain IP' case, the next action as an agent should be to reset CPE hard and reconfigure.

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Issue Report for Restart Port

After restarting the port and service works fine, the correct issue report is: FBB Tech Problem>Unable to Obtain IP>Restart Port

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Action for Offline line

If a customer's line is OFFLINE in HDM

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Verification Requirement

A Customer Service Agent should always verify if there are any changes in WIFI configuration or after Reset CPE

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Study Notes

  • In case unable to obtain IP Router ADSL LED matches with CST 360 status while restarting: FALSE
  • MTU can be changed from the WAN setting.
  • It's not mandatory to use the HDM Portal in Reset, Restart, & Configure WLAN: FALSE.
  • While escalating unable to obtain IP, the CCA must inform the customer to keep their CPE turned on: TRUE
  • In case CCA will escalate Unable To Obtain IP Case at 2 PM, CCA is not mandatory to check on call before escalation: FALSE
  • If you face any issue in the HDM Portal, the SR must contain a snapshot of the error: TRUE
  • Check if CST obtained IP from NST from CST 360 TOOL.
  • In case unable to obtain IP while following T.S MAC Learned, the next action will be to ask the customer if there are any changes to CPE configurations.
  • If HDM is opened with CPE data but faced any action issue we will direct cst to the branch: FALSE
  • Not all WE CPE's support the HDM function: FALSE
  • Check if MAC is learned or not using the CST 360 TOOL.
  • Follow Logical Verification before escalating unable to obtain IP case: TRUE.
  • In case of unable to obtain IP while T.S MAC not learned, the next action will be Reset CPE hard and reconfigure.
  • The SLA for being unable to obtain IP is 72 Hours.
  • The HDM tool supports resetting CPE.
  • For CST has Unable To Obtain IP Case and subscribed on Option back, the correct action is to Transfer to option back Q.
  • In case CPE obtained IP after restarting the port and service works fine, the right SR will be FBB Tech Problem>Unable to Obtain IP>Restart Port.
  • In case line on HDM offline the correct next action will be should restart Port.
  • If unable to obtain IP case, CST should follow with us: TRUE
  • CCA should make verification if he will make any changes in WIFI configuration or Reset CPE: TRUE.

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