Day 6 Unable to obtain

 

In unable to obtain IP case, ADSL led should be:

• Flashing

• UP

• Down

Option pack CST has data down case, CCA action

• Transfer CST to Option pack Q

• Handle data down case normally

• Escalate ticket to NOC

SLA while escalating (Speed Variance) case:

• 24 Working Hours

• 48 Working Hours

• 72 Hours

Unable to obtain IP case will be escalated to:

• SLS

• IU

• NOC

We should follow logical verification before any logical case?

• True

• False

CST has suspended logs on NST, could not remove via CST 360 tool, Your next action:

• Make Ticket in IT Help Desk

• Escalate ticket to SLS

• Handle as browsing case with CST

We could restart CPE using HDM tool:

• True

• False

HDM tool should be used with any CPE type:

• True

• False

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 > Will Reset & FUB

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

• Escalate to NOC

• Adjust ADSL Credentials

• Reset & Re-configure the CPE