Check Surepay for the local data remaining balance.
FUP for classic plan is 1TB
FUP for premium plan is 2TB
Throttling Speed is 1Mbps.
Throttling Speed is triggered when FUP is reached.
Requirement for Additional Data ?
One time requirement
Recurring requirement
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Is there any Public note/ Planned Outage/ Unplanned Outage ?
Yes
No
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:: If the customer complaints outside the Outage window, treat that as BAU.
Is the customer's plan configured correctly in SurePay View?
Yes
No
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Is it single device or Multiple device issue?
Single
Multiple
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:: Request the customer
to restart the device.
to check if the device is connected to vodafone Wifi.
In order to experience 100Mbps Speed and above, the customer device must have the following specification at the minimum :
Preferred Wifi Standard Compliance: Wi-Fi 802.11 ac/ax/6/6e
Mobile devices WLAN specification can be checked from GSMArena.com.
Other important specifications: Preferred Wifi Channel: 160 Mhz Minimum No of antenna: 2x2 MiMo
Is the number of devices connected exceed the recommended limit ?
Yes
No
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:: How to check how many devices are connected to the Network? If customer is on low speed plans, educate customer on Bandwidth sharing. Recommended active devices per plan speed: @ 20 mbps - 1 to 5 devices @ 100 mbps - 1 to 10 devices More than 100 mbps - more than 10 devices.
What is the wifi frequency band the device is connected to?
5G
2.4G
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Speed check
<50 Mbps
>50 Mbps
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:: Make sure the customer is not using VPN while speed check. Ask the customer to check the internet speed using OOKLA Speed Test NOTE : Advice the Customer to Run the test only once as this procress will consumer more data (ONLY FOR 5G).
Issue in specific location?
Yes
No
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Has Customer done Home Move without informing Vodafone ?