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FLM FIBER
RED LOS - NIC 100
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PHYSICAL CONNECTION IF DAMAGES
- CHECK PATCH CORD GENTLY PUSH BOTH ENDS INTACT
- CV READING:
- SPS-UI
- CREATE FT. DISPATCH
CANNOT CONNECT PON BLINKING - NIC 500/100
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PHYSICAL CONNECTION IF DAMAGES
- CHECK IF CABLE IS INTACT AND PUSH GENTLY BOTH ENDS
- RESTART MODEM 20 SECS
- CV READING:
- SPS-UI:
- CONDUCT RA
- CREATE FT* CALL IHD
CANNOT BROWSE - NIC 500/100
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PHYSICAL CONNECTION IF DAMAGES
- CV READING:
- SPS-UI:
- CHECK PATCH CORD AND IF INTACT
- FORGET CONNECT WIFI PASSWORD
- RESTART
- CONDUCT RA
- ASK IF WHAT DEVICE IS USING
- CREATE FT* CALL IHD
ALWAYS DC - SIC 501
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PHYSICAL CONNECTION
- CV READING:
- SPS-UI:
- CONDUCT RA
- POWER CYCLE
- ASK NO. OF USER / USAGE
- INTERVAL TIME OF DISCONNECTION
- CHECK SPEED TEST
- CREATE FT* CALL IHD
NO DIAL TONE - NDT 101
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PHYSICAL CONNECTION
- CHECK VOIP LIGHT
- CHECK CABLE IF INTACT
- CREATE FT. CALL IHD
SLOWDOWN - SIC 501
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK NO. OF USER / USAGE
- CHECK PHYSICAL CONNECTION
- CV READING:
- SPS-UI:
- CONDUCT RA
- CHECK DMS
- CONDUCT SPEED TEST
- DELETE BROWSING HISTORY
- CHANGE WIFI PASS IF SPEED IS ACCEPTABLE
- REBOOT IF NOT USING LANDLINE
- CREATE FT CALL IHD
DEFECTIVE MODEM 100
- CHECK PHYSICAL CONNECTION IF DAMAGES
- CHECK POWER LIGHT
- CREATE FT. 100
- IF NO POWER OR RED DISPATCH
DSL
CANNOT CONNECT - NIC 500 DSL NO LIGHT
- POTS OK
- CHECK MODEM LIGHTS
- CHECK PHYSICAL CONNECTION
- UNPLUG/REPLUG RJ11
- CV READING:
- SPS-UI:
- PORTLOCK/UNLOCK
- POWERCYCLE
- CREATE FT. CALL IHD
CANNOT BROWSE - NIC 500
- CHECK MODEM LIGHTS
- CHECK PHYSICAL CONNECTION
- CV READING:
- SPS-UI:
- POWER CYCLE
- CONDUCT RA
- CREATE FT CALL IHD
CANNOT CONNECT - NIC 500 DSL BLINKING
- POTS OK
- CHECK MODEM LIGHTS
- CHECK PHYSICAL CONNECTION
- UNPLUG REPLUG RJ11
- CV READING:
- SPS-UI:
- PORT LOCK UNLOCK
- POWER CYCLE
- CREATE FT CALL IHD
SLOWDOWN - SIC 501
- CHECK IF STATIC/NOISY PHONE
- CHECK PHYSICAL CONNECTION
- CHECK USER AND USAGE
- CV READING:
- SPS-UI:
- CONDUCT SPEEDTEST
- CONDUCT RA
- DELETE BROWSING HISTORY
- POWERCYCLE
- CHANGE WIFI PASSWORD
ALWAYS DC - SIC 501
- CHECK IF STATIC/NOISY PHONE
- CHECK PHYSICAL CONNECTION
- CHECK NUMBER OF USER AND USAGE
- INTERVAL TIME OF DISCONNECTION
- CV READING:
- SPS-UI:
- ASK CONNECTED / DISCONNECTED
- POWERCYCLE
- PING TEST (5MINS)
- CONDUCT RA
DEFECTIVE MODEM 500
- RED POWER LIGHT / NO POWERLIGHT
- CHECK POWER ADAPTOR
- PLUG TO ANOTHER POWER OUTLET
- CHECK IF POWER IS CONNECTED BY 220V
PORTAL REDIRECTION 502
- CHECK IN FUSE ACTIVE OR BARRED
- BILLING PORTAL
- LOG IN PORTAL
- CHECK IN ONE VIEW (SPS-UI)
- SYNC OR UNSYNC
- POWER CYCLE
- FT CALL IHD
SELECTIVE BROWSING 502
- CHECK SPELLING OF WEBSITE
- CONDUCT TRACE ROUTE
- TEST/VERIFY
- POWERCYCLE MODEM
- FT CALL IHD
LANDLINE
NO DIAL TONE - NDT 101 (FIBR)
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- CHECK PLUNGER
- CHECK DIAL PAD IF RESPONSIVE
- CHANGE PHONE PORT TO PHONE 1 OR 2
- CHECK RJ 11 SWITCH BOTH ENDS
- TEST CALL ( IF RINGING DISPATCH DEF TELSET / WRAPUP IF WRAP UP CALL IHD )
- CHECK LIGHT INDICATOR
- CALL IHD
NO DIAL TONE - NDT 101 (DSL) NO BUNDLE
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- PRESS PLUNGER 5SECS
- CHECK PHYSICAL CONNECTION
- EXTENSION LINE
- EXTRA TELSET
- UNPLUG/ REPLUG RJ11 TO CONNECTING BLOCK
- TEST CALL
- IF RINGING: DISPATCH , IF AUTO WRAP UP CALL IHD
NO DIAL TONE - NDT 101(DSL) WITH BUNDLE INTERNET
- CHECK IF ACTIVE ACCOUNT
- CHECK DOWNTIME ON LIT
- PRESS PLUNGER
- CHECK PHYSICAL CONNECTION
- EXTENSION LINE
- EXTRA TELSET
- REPLUG/ UNPLUG RJ11 TO SPLITTER
- UNPLUG/ REPLUGRJ11 TO CONNECTING BLOCK
- TESTCALL
- IF RINGING: DISPATCH , IF AUTO WRAP UP CALL IHD
NOISY LINE 102(DSL) NO BUNDLE / NOT USING LANDLINE
- EXTENSION LINE
- DETACH EXTENSION
- CHECK PHYSICAL CONNECTION
- PRESS PLUNGER
- EXTRA TELSET
- UNPLUG/ REPLUG RJ11 TO CONNECTING BLOCK
NOISY LINE 102 (DSL) WITH BUNDLE / USING LANDLINE
- EXTENSION LINE
- CHECK PHYSICAL CONNECTION
- ADJUST RINGING VOLUME
- REPLUG/UNPLUG RJ11 TO SPLITTER
NO INCOMING /OUTGOING CALLS 103(DSL)
- CHECK CABLES (REFIT)
- REPLUG RJ11 TO CONNECTING BLOCK
- TRY TO CALL THE NUMBER IF RINGING OR NOT
- TRY TO DIAL THE MAIN NUMBER
- TEST CALL
- CALL IHD
SPSUI TAG HUAG (BMS EAAA) UTAG (EAAA NETMAN4k) FEOL (EAAA) HUOL (EAAA) FEAG (EAAA)
07:35 WIFI GUI ACCESS:
HUOL (HUAWEI) - HOME-HELD
FEOL (FIBERHOME) - HOME-HEL
HUOL (FIBERHOME) - DISPATCH
FEOL (HUAWEI) - DISPATCH
UTAG/HUAG/FEAG (ALL MODEM TYPE) - DISPATCH
=====================================================================================
LAN PORT REQUEST:
HUOL (FIBERHOME) - HOME-HELD
HUOL (HUAWEI) - HOME-HELD
FEOL (FIBERHOME) - HOME-HELD
FEOL (HUAWEI) - DISPATCH
UTAG/HUAG/FEAG (ALL MODEM TYPE) - DISPATCH
=====================================================================================
FULL ADMIN/BRIDGEMODE:
HUOL (FIBERHOME) - DISPATCH
HUOL (HUAWEI) - DISPATCH
FEOL (FIBERHOME) - HOME-HELD
FEOL (HUAWEI) - DISPATCH
====================================================================================
HARD RESET:
HUOL - HUAWEI
FEOL - FIBERHOME
if HUOL - fiberhome modem proceed to reset local gui
if FEOL - huawei modem proceed to reset local gui
ADMIN DEFAULT PASSWORD:
1234 (FIBERHOME)
Abcd1234! (HUAWEI)
SN:
FIBERHOME: FHTTxxxxxx (HWTC)
HUAWEI: 48575xxxxxxxx
ALWAYS ASK FOR SERIAL NUMBER
IF RESOLVED (300):
CAT: FLM-ADVISE CUSTOMER
SUB CAT: FLM-PLDT SOFTWARE
CHANGE PASSWORD GUI HTTPS://192.168.1.1 FIBR
USERNAME: admin PASSWORD: 1234 (FIBR) USERNAME: admin PASSWORD: Abcd1234! (HUAWEI-HUOL)
-LOGIN -ACCOUNT MANAGER CHANGE PASSWORD OF THE ACC -GO TO NETWORK THEN SSID THEN CHANGED PASSWORD
=========================================
UPDATING PORT 2 & 3
-GET THE MODEM TYPE -GET THE FHTT -CREATE TICKET -CALL IHD FOR PORT ACTIVATION
=========================================
FOLLOW UP -CHECK WORKGROUP -ADVS SUBS IF THE TICKET IS ON TECH OR HAVE AN ASSIGNED TECHNICIAN -CHECK IF WITHIN OR BEYOND SLA
WE ARE AWARE THAT SOME OF OUR VALUED CUSTOMERS IN ARE EXPERIENCING INTERNET CONNECTIVITY ISSUES. THIS IS DUE TO AN OUTAGE WHICH IS CURRENTLY IN THE PROCESS OF RESTORING. OUR NETWORK FIELD ENGINEERS ARE FOCUSED ON BRINGING SERVICES BACK AS SOON AS POSSIBLE. WE APOLOGIZE FOR THE INCONVENIENCE. THANK YOU FOR YOUR PATIENCE AND UNDERSTANDING.
POSSIBLE REWIRING DEPENDS ON UP TO . EXPLAIN TO SUBS REGARDING TO A WIRE PROBLEM THAT CAN AFFECT THE CONNECTION OR FLOW OF THE INTERNET ADVISED TO CALL PMS FOR A REWIRING
-OPENING SPIEL -ACKNOWLEDGE -ACCOUNT AUTHENTICATION / VERIFICATION -CONDUCT VISUAL AUDIT -TROUBLESHOOT -FUTURE REFERENCE -GO GREEN -DID I ADDRESS YOUR CONCERN NAMAN PO? -IS THERE ANYHING ELSE I CAN HELP YOU WITH PO? -CSAT -CLOSING SPIEL
BANTAY KABLE 164 OR 8484
ADV TO MONITOR 3- 4 CALENDAR DAY / ADV SUB THE AREA IS PART OF A DOWNTIME / ADV TO MONITOR AS SOON AS POSIBLE THE INTERN
INF-INB_T-ACSENCIO CALLER: FT#: FOLLOW-UP: BEYOND/ WITHIN SLA FOLLOW UP COUNT: FT WORKGROUP: FT AGE: REMARKS: WOCAS: HITLIST ENROLLED: DATE ESCALATED:
PLDT NT: INF-INB_T-ACSENCIO TEL NO.: ACC HOLDER: REPORTED BY: CONCERN: OPTION82: CV READING: ACTION TAKEN: TROUBLE/PARENT TICKET#: WOCAS: CBR: REPEAT COMPLAINT IN 30 DAYS: FT: REMARKS: ESOA: UPDATE CONTACT: CSAT: