CS NETWORK TROUBLESHOOTING

CS Network troubleshooting probing question

When did this issue begin Describe be Exactly what happen When was the last time you were able to text Is it happening everywhere?

Are you you able to make / receive calls How much signal strength Is there another phone functioning properly What attempts have you made to fix the issue yourself?

Network problem ask yourself Is the account suspended? Is there a local site reported issue ? is ther a wide-spread outage ?

Situation – This is where you get the complete picture of what the customer is seeing or experiencing. You must fully understand the situation to determine the root cause. Examples of situation probing questions are:

What were you doing with the device when this started happening? What exactly happened when you tried to... (make a call, access the Internet, or another function such as texting or taking pictures)

Duration – Find out when an issue started and if it is repeatable. This helps you correlate the problem with other events like upgrades, app downloads, or known issues. Examples of duration probing questions include:

When did you first notice it? How often does it happen?

Location – Location is defined as the area where the issue is occurring. This information can help you understand whether the issue is occurring in specific locations or in multiple areas, which can help determine if the problem is coverage or network related. Example location probing questions can include:

Where do you normally experience these issues? Where are you - inside or outside? If outside, are there a lot of trees or tall buildings?