Troubleshooting guide for Slow Speed and Fluctuation.

Make sure the customer is in near proximity with the router before starting the TS.

Do not restart the router without going through below Troubleshooting guide first.

TT LOV
TT Category :	Fixed - QA
Area :	Fiber Consumer Tech Support
Sub-Area :

Result of TS
Transaction ID :
VOC :
Area Dependency :
VPN Dependency :
App/Website Dependency :
Gaming Dependency :
Slowness Indicator :
Time Dependency :
Device Dependency :
No. of Devices Connected :
Speed from Customer Device :
Router Installed :
NCE Ready :
Issues found in NCE :
Issues resolved using NCE :
Speed from NCE :
Wifi Band used by the device :
Can Connect to higher Wi-Fi Band :
Speed from Customer device is more than 80% :
Device is preferred Wi-Fi standard :
Resolved after restart :
Device is connected to :
Status :
Calling Number :

Probing Questions	Probing Source	Advisor Remarks	Guides
Enter Customer's MISDIN :	Customer	Enter MSISDN here :
Is the issue observed from a specific area within the house ?	Customer	Yes No	:: Restart the TS using this guide Wi-Fi Coverage Issue.
Is the customer using VPN ?	Customer	Yes No	:: Information is mandatory for further investigation.
Which apps/websites are showing signs of slowness/fluctuation?	Customer	Whatsapp Instagram Facebook Twitter Tiktok Snapchat Linkedin Youtube Google Microsoft Teams Other Microsoft Applications Apple Applications Others	:: Information is mandatory for further investigation.
Which games are showing signs of slowness/buffering?	Customer	FIFA Series PUBG Call Of Duty Fortnite Valorant League of Legends Minecraft Apex Legends Roblox Others	:: Information is mandatory for further investigation.
Slowness Indications :	Customer	Page is not Loading Buffering Others	:: Information is mandatory for further investigation.
Is the issue observed from a specific time ?	Customer		:: Information is mandatory for further investigation.
Is the issue observed from a specific device ?	Customer		:: Information is mandatory for further investigation. :: In order to experience 1Gbps 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
How many devices are normally connected to the Wi-Fi network ?	Customer		:: Information is mandatory for further investigation. :: 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 Pitch Plan upgrade based on customer need Caution: Industrial Area customer can only have Essential and Classic plans
If the device can perform a speed test, ask the customer to do it. What is the Wi-Fi speed from Customer's device ?	Customer		:: Recommended Tool Speed Test :: If customer is using VPN or if device has multiple windows/app opened or if multiple devices are connected to the router, politely ask customer to disconnect them before performing the speed test.
Is the customer device compatible with the plan ?	Siebel	Yes No	:: How to check the Router Model ? DG8245V Max Wi-fi Speed : ~ 600Mps DG8245V Max LAN Speed : ~ 1Gbps LG8245X6 Max Wi-fi Speed : ~ 2Gbps LG8245X6 Max LAN Speed : ~ 1Gbps Nokia Combobox Max Wi-Fi Speed : ~2Gbps Nokia Combobox Max LAN Speed : ~10Gbps
Is the account NCE-ready for DG/LG Routers ?	NCE	Yes No No Access to NCE Not Applicable (Combobox)	:: Use NCE to TS. Follow the probing guides where NCE is specified as probing source.
Any Issue found in NCE?	NCE		:: Agent can navigate to the following pages to identify any potential issues. Quick diagnosis KPI View (Topology, Device) Issue View (Issue list, Event List)
Issue fixed using the recommended solution from NCE?	NCE	Yes No	:: Click "Fix" button in Quick Diagnostics, if any.
What is the Speed from NCE?	NCE	Less than 80% / 50% (2Gbps Plan) More than 80% / 50% (2Gbps Plan)	:: How to check speed from NCE ?
Which Wi-Fi band is the customer device connected to ?	Customer	2.4 Ghz 5 Ghz 6 Ghz Combined band	:: How to check the Wifi Band ? ::
Can the device connect to higher Wi-Fi Band ?	Customer	Yes No	::
Is the Wi-Fi Speed from customer device more than 80% of the expected plan speed.	Customer	Yes No	::
Is the device used for speed test comply with preferred Wi-Fi standard ?	Customer	Yes No	::
Does the issue solved after the restart ?	Customer	Yes No	::
Where is the customer's device connected ?	Customer	Router Mesh Unmanaged Device	:: How to check where the device is connected ? The mesh connected via Wifi has speed of around half the Router speed due to backhauling. If the customer wants the Mesh Speed is the same as Router Speed, educate the customer about the cabling charges (10 QAR per meter for LAN cable + 10 QAR per meter for trunking (trunking is optional)).If agreed, raise TT. If customer uses external Extender, advice customer that Vodafone does not offer technical support for non-vodafone provided devices.

Customer Details
Type of Issue :
MSISDN :
Calling Number :
Alternative Calling Number :
Customer Address :
Problem Start Date :
Advisor Comment :
Preferred Time of Callback :

Enter Customer MISDIN

*Need Customer MSISDN to start the TS.

Troubleshooting guide for Slow Speed and Fluctuation.