Device Troubleshooting Guide

A detailed customer service representative troubleshooting mobile devices, with a variety of phones and tablets around them, in a bright and engaging office environment.

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

22 Questions6 MinutesCreated by TroubleshootingPro234

Firts thing you check when TMB customer states that their phone is not working?

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

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

Device Troubleshooting Guide

Device Troubleshooting Challenge

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