Notes
Notes - notes.io |
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- VERIFIED ID
call in regards to existing ----- service.
- confirmed lights on modem
------------------------------------------------
no open/active faults
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no outages affecting service
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sagemcom f@st 4315
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208.67.220.220
208.67.222.222
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Stability Profile - (for inconsistency ie. drops)
48 hr to provision
48 hr monitoring to see if still inconsistent
- then fault placed through LOLS
(line state - service stability SAYS UNSTABLE IN RED
------------------------------------------------
Bit rate on line test is speeds modem can reach
------------------------------------------------
Customer required assistance with authentication
------------------------------------------------
Customer called in regarding SMS activation and when she can expect it
------------------------------------------------
customer phoned in regarding difficulties connecting to NBN service
------------------------------------------------
Customer phoned in regarding connectivity to ADSL2 service
------------------------------------------------
- removed any filters/spliters from DSL cable
- modem re-sync
- restored default settings from 10.0.0.138
- password change
- authentication assistance
- customer acheived four green lights on
------------------------------------------------
Lights on the modem
- Solid Green power light
- Solid Green DSL light
- Green internet light
- Wifi light
------------------------------------------------
- Executed Port Reset Test
------------------------------------------------
NTD:
US flashing
DS green
ONLINE none
------------------------------------------------
Customer enquiring about the move request
------------------------------------------------
updated the move case and ESC to MoH
------------------------------------------------
Customer having speed related issues on their ADSL2 service
------------------------------------------------
Speeds over wifi
Download:-
Upload:-
------------------------------------------------
ALWAYS use sydney - telstra serve
------------------------------------------------
[email protected]
------------------------------------------------
Customer phoned in for confirmation on his NBN appointment for move request
------------------------------------------------
Not a delegated representative on account
------------------------------------------------
customer then hung up
------------------------------------------------
Moved order placed & case created
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Explained to customer to contact manufacturer
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VCB Call back
------------------------------------------------
Updated card details
------------------------------------------------
Customer trying to pay outstanding amount
------------------------------------------------
New Address:
Move in Date:
Plan:
Contract:
Modem Delivery:
------------------------------------------------
To resolve this I have:
------------------------------------------------
Credit Reason:
Period (Month of Credit):
Item/Charge Type:
Amount:
Team Leader:
FAULT DETAILS
customer has NO DSL light
customer is failing SELT and Line State
there is no connectivity
there have been NBN techs working in her area and she believes that they have damaged her connection
customer phoned in regarding confusion on her nbn service
- fault Description: Broadband NSYN - Existing Service No Sync
- note left on lol fault
'Results
Tried to call belong been waiting on the for about 5mins on que no answer the call placing the case on hold need to conduct TS'
higher the ping -
*Isolation
power cycle the modem
unplug the dsl port
reset the modem
Customer details sent to belong tickets -
************************************************
************************************************
************************************************
Advised by TL that issue should be fixed now and to troubleshot
************************************************
************************************************
call in regards to existing nbn fttp service.
service dropping out every 15 - 20 minutes.
- confirmed that dsl light solid,
- internet light green during dropouts
Advised by TL that the known NBN issue should be fixed now and to troubleshot
- Reset NTD
- Reset modem
AVC000028952554 - Diagnose and Troubleshoot
RESULT - Issue Resolved
The End User's Service has been tested and service has been restored
Diagnostic ID: WRI900641379546
************************************************
AVC000028666307
[email protected]
Belong!!!
************************************************
************************************************
NBN portal
c-adriennehorrigan
Belong!2017
************************************************
************************************************
NICE
46289209
Adrienne2017!
************************************************
************************************************
Telstra Wholesale
D628920
Belong!1
************************************************
************************************************
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