Data Down Case

Internet not working , Customer has 3 logs in last 12 Hours with no logs in last 3 hours this case will be :

• Data down

• Physical instability

• Wrong Card and Port

While Escalating Data Down Case , SLA will be

• 1 Day

• 2 Days

• 3 Days

Customer has ticket Data Down in IU , CCA informed him that he within SLA , Right SR is :

• FBB Tech Problem​ > Data Down​ > ​IU-Resplitted

• FBB Tech Problem​ > Data Down​ > ​​Follow up After SLA

• FBB Tech Problem​ > Data Down​ > ​​​​Follow UP

Customer has Data Down , after running SELT on the line result was ( 0 m ) right action is :

• Check connection Type from

• Escalate to IU

• Ask Customer to change CPE

Customer has Data Down , Selt result : 200 m , connection type : Main wire , and informed us that he will connect from his main and call us later , right SR is :

• ​​FBB Tech Problem​ > Data Down​ > Will connect from main

• ​​FBB Tech Problem​ > Data Down​ > Will connect from main wire

• ​​FBB Tech Problem​ > Data Down​ > Will try with another CPE

Customer has Data Down ticket with Update ( let CST try with another CPE ) and problem solved after checking with another CPE , right SR is :

• ​​FBB Tech Problem >​ Data Down​ > Will try with another CPE

• ​​FBB Tech Problem >​ Data Down​ > Solved By Exchange

• ​​FBB Tech Problem >​ Data Down​ > CPE Problem

If power Led is turned on with red color while it's not the normal behavior of the CPE , CCA will consider it power failure :

• True

• False

Customer has Data Down ticket with Update from IU team ( Re-Splitted done ) and problem still exist , right action is :

• Let customer connect from his main

• Run SELT Test

• Escalate to IU directly

Customer has Data Down , after running SELT on the line result was ( 230 m ) right action is :

• Check connection Type

• Escalate to IU

• Ask Customer to change CPE

If customer still had Data Down and didn't get the visit while there was an update on TTS that visit performed noting that he called us after 3 Days from this update , right action is :

• Run Selt Test

• Escalate to IU

• Re-Troubleshoot Data Down