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 the Network Tile is... 3 Available on the Account Tile on the Summary screen 4 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) 5 Duration 6 What system do we use to fix troubleshooting issues? 7 SyncUp Drive 8 Software: - Crashing apps - Cant take pictures - App/phone updates - Cant download - Phone power 9 Available on the Network tab. 10 Where do you normally experience these issues? Home, work, school? 11 Location 12 Available on the Device tile. 13 The Device Tile in Grand Central provides you with a quick visual for which of the following device categories? 14 What were you doing with the device when this started happening? 15 Situation IMEI Blocking. Installed Apps. Device Settings. T-Mobile App is up to date. Data SOC Provisioned, High Speed Data Priority, and High Speed Data (speed reduced) Device/Network/Account LTE Device Compatibility, Known Outages, Local Site Issues, Previous Complaints Device Situation Grand Central Settings. Provides engine diagnostics. Vehicle recall notifications. Fuel pricing. Trip notifications. Security notifications. In-vehicle WiFi capabilities. Get the complete picture of what the customer is seeing. You must fully understand the this to determine a root cause. Green 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 Network/Account Where the issue happens can help you understand if the issue is related to coverage Location
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