Matching Pairs TTG Troubleshooting Online version Troubleshooting Game by Meliah Green 1 Data Issue: - apps not working - cant send imessages - data throttle/deprioritze - cant connect to internet - data overage - SOC fall off 2 Available on the Device tile. 3 SyncUp Drive 4 What were you doing with the device when this started happening? 5 the Network Tile is... 6 The Device Tile in Grand Central provides you with a quick visual for which of the following device categories? 7 Location 8 Duration 9 What system do we use to fix troubleshooting issues? 10 Situation 11 Software: - Crashing apps - Cant take pictures - App/phone updates - Cant download - Phone power 12 Available on the Network tab. 13 Available on the Account Tile on the Summary screen 14 Where do you normally experience these issues? Home, work, school? 15 Signal & Voice: - 2 or fewer bars on phone - Garbled/dropped/mute calls - No service (specific location) - Calls redirected to T-mobile - Coverage device (signal booster) IMEI Blocking. Installed Apps. Device Settings. T-Mobile App is up to date. Settings. Location Network/Account Get the complete picture of what the customer is seeing. You must fully understand the this to determine a root cause. Device Green Provides engine diagnostics. Vehicle recall notifications. Fuel pricing. Trip notifications. Security notifications. In-vehicle WiFi capabilities. LTE Device Compatibility, Known Outages, Local Site Issues, Previous Complaints Device/Network/Account Data SOC Provisioned, High Speed Data Priority, and High Speed Data (speed reduced) Where the issue happens can help you understand if the issue is related to coverage Learn when an issue started and if it is repeatable, which helps you correlate the problem with other events like upgrades, app downloads, or known issues Grand Central Situation
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