Unable to Obtain IP Case

HDM tool should be used for WE CPE in WAN configuration :

• True

• False

Customer subscribed in option pack and has unable to obtain IP case right action is :

• Reset and reconfigure

• Transfer to Option Pack

• Escalate to SLS

If the line is suspended and Suspension can not be removed via CST 360 , SLA for this case will be :

• 48 Working Hours

• from 2 to 5 Hours

• 72 Hours

Speed Variance Override any Logical case :

• True

• False

While Escalating Speed Variance Case , SLA will be

• 2 Hours

• From 2 to 5 Hours

• 48 Working Hours

If customer's line is utilized ( Congested ) or within ratio CCA can Troubleshoot :

• Slowness

• Logical Instability

• Browsing / Unable To Obtain

While Escalating Unable to obtain IP case , SLA will be

• 2 Hours

• From 2 to 5 Hours

• 48 Working Hours

Customer has Unable to obtain IP case and inform us that he will reset CPE and call us later , right SR is :

• FBB Tech Problem > Unable to Obtain IP > Follow Up

• FBB Tech Problem > Unable to Obtain IP > Not beside CPE

• FBB Tech Problem > Unable to Obtain IP > Will Reset & FUB

Customer has ticket Unable to obtain IP in SLS , CCA informed him that he within SLA , Right SR is :

• FBB Tech Problem > Unable to Obtain IP > Follow Up

• FBB Tech Problem > Unable to Obtain IP > Follow Up after SLA

• FBB Tech Problem > Unable to Obtain IP > Re-Escalation

Unable to obtain IP​ ticket in TTS with update ( Fake MAC ) , CCA action will be :

• Reset and reconfigure CPE

• Adjust ADSL Credentials

• Escalate to SLS