Day 4 - Data Down

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

• Data down

• Wrong Card and Port

• Physical instability

While Escalating Data Down Case , SLA will be

• 1 Day

• 3 Days

• 2 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

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

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

• Check connection Type from

• Ask Customer to change CPE

• Escalate to IU

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 try with another CPE

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

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​ > CPE Problem

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

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

• Escalate to IU directly

• Run SELT Test

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

• Check connection Type

• Ask Customer to change CPE

• Escalate to IU

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

• Re-Troubleshoot Data Down

• Escalate to IU