| Probing Questions | Probing Source | Advisor Remarks | Guides |
| Enter Customer's MSISDN : | Customer | ||
| Pre- System Checks (Hold the call) | |||
| Activation Date (OUI) : | Siebel | ||
| Was there a coverage issue at the time of installation ? | Siebel | Yes No Activity Remark is Not Available |
:: Go to Installation files and look for Activity Remarks.
|
| Mesh required ? | Siebel | Yes No |
:: Acceptable Wi-Fi Signal Strength (RSRP) is -30 to -70 DBm.
|
| Mesh provided ? | Siebel | Yes, Free Yes, Chargeable No |
:: 2Gbps Plan is eligible for up to 2 free mesh.
|
| Chargeable Mesh / Additional Chargeable Mesh was recommended but customer denied ? | Siebel | Yes No N/A |
::
|
| Is there a previous complaint on the same issue ? | Siebel | Yes No |
::
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| How did it get resolved ? | Siebel |
::
|
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| Is there a mesh in customer account ? | Siebel | 0 1 2 3 More than 3 | |
| What is the router installed ? | Siebel | DG LG Combobox | |
| Customer Probing Questions | |||
| Which area/s of the house experience coverage issue ? | Customer |
Majlis
Bedroom
Hall Way
Living Room Kitchen Balcony Ground Floor 1st Floor 2nd Floor Others |
::
|
| (Sub Reason) What is the house structure ? |
Customer | Studio 1BR 2BR 3BR Big Villa |
::
|
| Where is the router located ? | Customer | Living Room Hall Way Device Cabinet Bedroom |
::
|
| Is the account NCE ready ? | NCE | Yes No No access to NCE Not Applicable (Combobox) |
::
|
| Any Issue found in NCE ? | NCE |
Interference
Wifi band Poor Signal Strength Poor Lan Negotiation Others |
::
|
| Issue fixed using the recommended solution from NCE ? | NCE |
Yes, from Quick Diagnostics Fix Yes, by Customer education Yes, by raising TT / request |
::
|
| Is there Vodafone Mesh (Manageable Device) connected ? | Customer |
Yes, Via Lan Yes, Via Wifi LED is White Yes, Via Wifi LED is Red Yes, LED is OFF No, but there is 3rd party extender (unmanageable device) No Mesh |
::
|
| Is the device connected to 5Ghz or above bandwidth ? | Customer | Yes No |
::
|
| Is the device connected or connected with poor signal strength (1 or 2 bars) ? | Customer | Yes No |
::
|
| Issue Resolved ? | Yes No |
::
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|
| TT LOV | ||
| TT Category : | Fixed - QA | |
| Area : | Fiber Consumer Tech Support | |
| Sub-Area : | Wifi Coverage Issue | |
| Result of TS | |
| Transaction ID : | |
| VOC : | |
| Activation date: | |
| Coverage Issue During Installation: | |
| Mesh Required: | |
| Mesh provided: | |
| Customer denied the recommended mesh: | |
| Previous complaint on the same issue: | |
| How it was Resolved: | |
| Mesh in customer account: | |
| Router Installed: | |
| Area where issue is: | |
| House Structure: | |
| Router Located at: | |
| NCE Ready: | |
| Issues found in NCE: | |
| Issues fixed using NCE: | |
| Manageable Device Connected: | |
| Connected to Good Signal: | |
| Connected to 5Ghz and above: | |
| Connected with poor signal: | |
| Issue Resolved? : | |
| Action Taken : | |
| MSISDN : | |
| Calling Number : | |
| Alternative Calling Number : | |
| Customer Address : | |
| Problem Start Date : | |
| Advisor Comment : | |
| Preferred Date / Time of Callback : | |