Device Troubleshooting Guide
Device Troubleshooting Challenge
Test your knowledge and skills in troubleshooting device issues! This quiz will guide you through various scenarios related to ATT and TMB customers, ensuring you are prepared for real-world situations.
- 22 Questions on troubleshooting
- Multiple Choice format
- Score your knowledge
First thing you check if customers ATT phone stopped working ?
Renewal date
Attempt a network reset
If the primary balance is zero
Add data top up
All of the above
None of the above
Firts thing you check when TMB customer states that their phone is not working?
ACProgram@usac.org
Otsupport@clearwireless.com
Live status balance
Support@clearwireless.com
All of the above
None of the above
What do you check on live status when TMB customer states that their phone is not working?
Free equipment purchase
Renewal date n primary balance
Attemp a network reset
Primary balance
Firts thing you check when ATT customer states that their phone is not working?
If they have ever unsuccessfully been able to use the device
If they have ever successfully replaced the device
If they have ever successfully turned on the device
if they have ever successfully been able to use the device
All of the above
None of the above
Where do you find the Free Equipment Purchase tab?
Other information
Line information
Customer information
Quick links
If customers ATT phone stopped working you have what 2 options?
Add data top up
Check live status and free equipment purchase request
Attempt network reset and free equipment purchase request
Free equipment purchase request
None of the above
If TMB customer primary balance is zero you tell cx what 2 things?
Stop using the data for leisure
Explain data top up and give free data top up
Inform of renewal date and explain data top up
Give free data top up
None of the above
WHEN DO WE notify the warehouse we are sending a free replacement and return label?
When cx tells us they damaged it their device
When cx broke device and will pay the replacement
For devices that do not work after a network reset
Under Quick Links select Equipment Purchase
None of the above
Free Equipment Purchase Procedures
Quick Links, Free Equipment Purchase, Equipment FREE Purchase
Quick Links, Equipment Purchase, Free Equipment Purchase,
Quick Links, Equipment Purchase, Credit Card
Quick Links, Credit Card, Equipment Purchase
All of the above
Once on Free Equipment Purchase Tab what is the first thing you Select?
Equipment & Accessories Type
Submit
Status
Amount
All of the above
Select all that apply: when do we select Battery Replacement status?
Wrong battery sent
When customer wants
None of the baove
Select all that apply: when do we select Poor Coverage Carrier Swap status?
No service in their area once we checked coverage maps
carrier swap
When customer tells us they hate their provider
All of the above
Select all that apply: when do we select Purchased Replacement status?
If a customer is purchasing a device
When customer has damaged their device.
All of the above
When customer has lost their device.
Select all that apply: when do we select Received Wrong Device status?
When cust does not like their device model
When customer received wrong device
When ever customer wants
None of the above
Select all that apply: when do we select Replacement Hot Spot And Return Label status?
Device has never worked
Battery does not fit
Device stopped working
All of the above
Select all that apply: when do we select Replacement Phone And Return Label status?
No coverage on coverage maps
Device has never worked
Device arrived damaged
When customer received wrong device
Select all that apply: when do we select Replacement Tablet And Return Label status?
Device arrived damaged/ device has never worked
Device has never worked
No coverage on coverage maps
Battery does not fit
select all that apply: when do we select SIM Only Request status?
Device works,SIM issues, did not receive SIM
SIM issues
Did not receive SIM
None of the above
Network Reset Options for ATT TURBO2 – HOTSPOT – AT&T?
Quick links
Live status
Manual link
None of the above
Cx calls got a new phone, and has never been able to make calls
Apply with lifeline for a new free phone
Request a replacement
Just charger replacement
restore original settings
Phone has worked in the past, they still have a balance
restore original settings
Attempt network reset
All of the above
Where do you go to trouble shoot ATT hot spot?
manual
https://www.att.com/idpassets/images/support/device-support/Press-User-manual.pdf
Link
All of the above
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