DATA TROUBLESHOOTING

An important part of the network business is to troubleshoot any issue that is experienced by the company's users. 

If needed for Data connection problems do as follows:  

Take in consideration

-If a customer is calling from the defective device, ask for an alternate phone number, call the alternate phone number, and proceed with troubleshooting.

-if a customer is calling from an alternate device, ask if the defective device is available to perform troubleshooting :

if yes, proceed with troubleshooting

if no, Advise steps they could follow once they have the device in their hands and educate them to call for any further assistance

If a customer states they have issues with voice, SMS, and data, and they are calling from the defective device or the same device, the agents should ask them if they have an alternative phone number, but when customers reply that they don't, the agents need to advise the caller to at least reset the network settings after the call, and if it doesn't work, then to call back.

Important:

Any Account change done in Vcare will need a device(Cell phone) power cycle (restart the device)

A. Use ''the search bar'' to locate an account on Vcare system (Telgoo5)

* An account may be searched by using: MDN, last 4-digits of SSN, Zip code, or SIM#

B. Check the Plan and plan details on file

Review in detail the data offered by the plan the customer has active at the moment of the call. 

C. Verify the Data balance on the account 

Before attempting any troubleshooting with the customer it is important to check on the Line Column the data balance which should be in positive for the customer to have that specific service. 

Additionally, you will need to check the features for Atnt accounts:

Make sure INC, OUT, and APEX BLOCK are not active (Deactive should be greyed out, meaning it is not active, DO NOT ACTIVATE)

To take into consideration is that data balance may be throttled (low-speed internet)

$10, $20, $30, $40 Plans: Mobile hotspot/tethering capability is subject to plan data limits. After the allotted data is used on these plans, speeds are reduced to 128 kbps.

Unlimited Plans: Mobile hotspot/tethering data usage for this plan draws from the plan’s allotment of 5G/4G LTE data. Mobile hotspot is limited to 10GB for the $50 plan.

After the balance of the unlimited plans had reached the limit of 35 Gbs another 5Gbs of data will be provided with the restrictions specified before. 

D. Remove the SIM CARD and Verify it matches the SIM # on the account 

Important is to check that the Sim card number the customer is attempting to use is matching with the sim card on file. 

*If the sim card the customer is attempting to use is not matching the SIM # on file proceed to check the availability and status of the SIM card and if possible proceed to perform a sim swap. Follow https://gen-mobile.tawk.help/article/sim-swap

* Make sure after performing any troubleshooting with the customer to review if the SIM card #'s matches

E. Check IMEI compatibility 

Another way to determine why the phone is not able to make any call or grab any signal is to check the IMEI and see if it's compatible with our network. 

for this please follow the link: https://genmobile-website.telgoo5.com/BYOD.php

 e2. Also, it is possible to check the compatibility of an IMEI through Vcare system by doing as follows:

1. click on the prepaid/postpaid tab on the dashboard column

2. tap on ''Query GSM Device'' 

3. Type the IMEI on the dialogue box shown on the screen and hit submit if compatible continue to the next step

If not compatible advise the customer that the device will not work and they would need another device. 

Before attempting any troubleshooting for data connection issues it is very important to check the network connection in the area the caller is claiming to have internet connection problems. 

To check coverage use the following links. 

a. T-Mobile Coverage Map: https://www.t-mobile.com/coverage/coverage-map

b. AT&T coverage map: https://www.att.com/maps/wireless-coverage.html

Before attempting any step make sure the customer is calling from a different device, if the customer is calling from the same device request a callback and make the outbound to continue with the troubleshooting. 

If the customer is calling from a different device proceed as follows. 

a) Make sure the Wifi connection is off and that the Mobile Data tab is on.

Once the network audit is done and corrected but the issue persists move to next step.  

Advise the caller that following this troubleshooting may erase some information such as saved wifi networks, Bluetooth saved connections, etc. 

1. Steps

• Open the Settings app.

• Tap General management / System & Updates

• Tap Reset.

• Tap Reset network settings.

• Tap Reset settings to confirm.

Or follow this link: https://www.wikihow.com/Reset-Network-Settings-on-Android

After performing the manual reset on the device for the network, advise the customer to turn the phone off and remove the sim card and wait for instructions. 

If the customer has an account whose carrier is TMO follow these steps.

*Not available for AT&T carrier 

1. Once the carrier was checked, click on “Features” under the ''Quick Link'' column

2. On this next screen identify the ''cancel device'' tab and press submit

* always make sure the customer is calling from a different device, if a cancel device is submitted call will get disconnected. 

Once these steps are performed advise the customer to put the sim card back into the device and turn the phone on afterward test data. 

If the internet connection was reestablished advise the caller to test the service for a couple of hours. 

If the issue persists continue to the next step. 

APN or Acces Point Names in some cases are not properly set up, that is why this most be verify and fixed in case there is an error. 

Here's how to change APN settings on an Android mobile phone.

1. From the home screen, tap the Menu button.

2. Tap Settings

3. Tap Mobile networks

4. Tap Access Point Names

5. Tap the Menu button

6. Tap New APN

7. Tap the Name field

(Here’s the link for APN Settings)
AT&T - https://gen-mobile.tawk.help/article/atnt-apn-setting .
T-Mobile - https://gen-mobile.tawk.help/article/gsm-apn-settings 
Dish- https://gen-mobile.tawk.help/article/dish-apn-setting

8. Enter Internet, then tap OK

9. Tap the APN field

10. Enter everywhere, then tap OK

11. Tap the Username field

12. Enter eesecure, then tap OK

13. Tap the Password field

14. Enter secure, then tap OK

15. Tap the Menu icon

16. Tap Save

If further information is needed use google for reference 

Once every step above was followed and the issue persists advise the customer that a factory reset can be performed, making sure to inform the customer that the device will go back to the factory default features and every information on it will be erased. 

1. Tap Apps

2. Tap Settings

3. Tap Backup and reset

4. Tap Factory data reset

5. Tap Reset Device

6. Tap Erase Everything

7. power cycle the device.

Another way of performing a hard reset is by using the recovery mode.

Do as follow.

1. Hold the Volume up + Home + Power key at the same time  

2. Once the Android recovery mode appears, select: wipe data/factory reset with the volume keys

3. Enter with the power key

After performing each and every troubleshooting for data issues and it persists, make sure to submit a ticket as follows. Remember when you are going to make a ticket, the account must be authenticated.


If the customer can't verify the account, we can not proceed with the ticket since there might be some cases where we need to make changes to the account, and we are not allowed to do it if we don't verify it.

1. Click on ''create a ticket'' tab just at the bottom on the profile screen of Vcare

2. Fill in the correct Ticket template for unable to use date. 

Data: Unable to use data

Format:

Name

Sim card (physical)

IMEI(physical)

Address(to check coverage)

Error:

Signal Bars:

TMO or ATnT

Reason:

3. We will need to fill the title with the name of the ticket that we are

creating (Unable to use the Internet). Then we will select the type of ticket that we will

create (Customer Service).

4. Assign the ticket to the group according to the scenario

*Fulfillment team: Every ticket for a replacement or refund should be assigned to this group

*Prepaid Dealer: Every caller who claims to be a dealer

* ACP dealer: Every caller who identifies him/herself as a GenMobile Street Agent

* Prepaid Customer: Every caller that has a prepaid account

* ACP customer: Every caller that has an ACP with GenMobile

The time frame for a ticket to be reviewed and resolved will be 24 hours.

*Check: https://gen-mobile.tawk.help/article/time-frame 

In addition to the information stated before be aware of the following advise:

''Probing questions: In customer service conversations, customers

don’t always get to the heart of the issue immediately, but often more detailed information is needed, about both the problem and the impact it’s having on the customer itself, for that ask probing questions''

Example:

1.When exactly did this problem begin?

2. What happens when you try to access the internet?

3. Are you having issues with all the internet service or just an specific site or app 

4. Are you able to make or receive calls and text messages? 

If any other assistance required contact support department or supervisor in charge.