Matching Pairs TTG Troubleshooting Online version Troubleshooting Game by Meliah Green 1 The Device Tile in Grand Central provides you with a quick visual for which of the following device categories? 2 Available on the Device tile. 3 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) 4 Available on the Network tab. 5 Data Issue: - apps not working - cant send imessages - data throttle/deprioritze - cant connect to internet - data overage - SOC fall off 6 Available on the Account Tile on the Summary screen 7 What were you doing with the device when this started happening? 8 Software: - Crashing apps - Cant take pictures - App/phone updates - Cant download - Phone power 9 Duration 10 What system do we use to fix troubleshooting issues? 11 SyncUp Drive 12 Location 13 the Network Tile is... 14 Where do you normally experience these issues? Home, work, school? 15 Situation Network/Account Grand Central IMEI Blocking. Installed Apps. Device Settings. T-Mobile App is up to date. Situation Provides engine diagnostics. Vehicle recall notifications. Fuel pricing. Trip notifications. Security notifications. In-vehicle WiFi capabilities. Location Device/Network/Account Settings. Where the issue happens can help you understand if the issue is related to coverage Green Data SOC Provisioned, High Speed Data Priority, and High Speed Data (speed reduced) Get the complete picture of what the customer is seeing. You must fully understand the this to determine a root cause. 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 Device LTE Device Compatibility, Known Outages, Local Site Issues, Previous Complaints
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