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Purpose
Update on fault ticket: FLT12016336
3. Actions taken
Original fault ticket was raised as INTERMITTENT SYNCHRONISATION
Trend Analysis: No tre
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outcome :Not required
Tech-see: not required
Ticket status: 3 days autoclose.
4. Outcome / Next Steps
**CARE/RES Next steps If the customer calls bac
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with:
-Why the ticket needs to remain open
-Any testing and troubleshooting steps you have performed to confirm this
If the customer calls back after th
**Access 2nd line HBB Support**
1. Connect
customer contact: DPA not required No Customer contact
Account name: CHARLES PRICE number: 07855795610
2.
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8 work showing completed active and running with download speed of 49.8 mbps which is above MGS of 35.0 mbps.
hence 3 days autoclose.
Outbound call and
ed ticket raise to tech 2
Investigation: customer is on superfast 2 and unappointed landline engineer was booked with reference number
4-121876473186
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is time, the ticket will have closed and a new one will need to be raised.
**TECH 2 Next Steps** If Care update regarding re-opening ticket, please run p
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k to report ongoing issues by 14/09, the ticket will still be open.
Please run preliminary testing using Run Diagnostics in One Portal and update ticket
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nd Analysis found
Care analysis: Customer has reported INTERMITTENT SYNCHRONISATION. Test call done by Care team Test Socket Check done, Engineer book
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reliminary testing to assess the validity of the request
-If it is not valid, please provide Care with next steps (e.g. Wi-Fi) and allow the ticket to au
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to close.
-If it is valid, please progress the ticket appropriately.
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