Day 8 - Physical Instability

In case supported by ASSIA customer complaint from Instability issue, while his Clear View was as below after search: “No DSL Physical Layer issue has been detected” next action is :

• Troubleshoot Physical Instability

• Run Real Time First after checking Last Fix Date

• Troubleshoot Logical Instability

In case supported by ASSIA customer complaint from instability, and after you run real time analysis the results was as below: “Technician Dispatch is Recommended”

, right action is :

• Troubleshoot Physical Instability

• Troubleshoot Logical Instability

While escalating Physical Instability case CCA Must inform customer to keep his CPE turned on :

• True

• False

While Escalating Physical Instability Case to IU , SLA will be

• 2 Days

• 3 Days

• 1 Day

Customer has Physical instability ticket in IU passed the SLA , CCA will create delay ticket and inform CST with which of the below SLA :

• 2 Days

• 3 Days

• 1 Day

In case customer has Physical Instability, while he has the below diagnostic results: “ High power Noise ”

, right advice for this result is :

• Ask the customer if there is any EMF cable passes beside telephone line

• Ask the customer if there is any welding or shorts on his main wire

• Ask customer to change his cordless phone with a normal one

While Escalating Physical Instability Contradiction Case , SLA will be

• 1 Day

• 2 Hours

• 2 Days

Supported by ASSIA customer has Physical Instability ticket with update ( Ganzara removed ) and still face the same problem , right action is :

• Re-Run the appropriate mode of Clear View

• Escalate to IU

• Re-Troubleshoot

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

• FBB Tech Problem > ​​Physical Instability > ​Follow up After SLA

• FBB Tech Problem > ​​Physical Instability Contradiction > ​Follow Up

• FBB Tech Problem > ​​Physical Instability > ​Follow Up

In Physical Instability case after running the appropriate mode result was ( No action can be recommended because some DSL-Expresse modules are down ) , right action is :

• Escalate to IU

• Troubleshoot as not supported by ASSIA

• Inform CST that problem should be solved within 3 Days