Investigation
What are the troubleshooting steps have you done so far?
Power Cycle
Airplane Mode
Turn off/on data
Network Reset
A customer's issue started right after they added a new feature to their account. Which window should you focus on FIRST?
B — Provisioning (Recent feature changes are a classic Provisioning issue — verify SOC codes and check CODA for errors)
A customer reports "I have no data on my phone. It's happening everywhere — at home, at work, in the car, everywhere in Canada. Provisioning checks passed. No one else in my family is affected. Wi-Fi works fine on my phone." — You ask: "Is the issue happening on all apps or just specific apps?" — The customer says "All apps, everywhere."
What is the CORRECT root cause diagnosis?
A) Network issue — there's a nationwide outage B) Provisioning issue — the data SOC wasn't properly added C) Hardware issue — the device's cellular modem is faulty D) User error — the customer has data turned off in settings
C — Hardware issue — the device's cellular modem is faulty
For Android
1. Settings
2. About Phone / About Device
3. Android Version or Software Version
For IOS
1. Settings
2. General
3. About
4. Software Version
Which of these is a Network window question?
C — "When and where did the trouble start?"
A customer says "My data isn't working everywhere on my phone." You ask: "Is anyone else in your household experiencing the same issue?" — What are you trying to determine?
If it's device-specific or a broader issue.
A customer has no data. You check Smart Desktop and see the account is active with correct SOC codes. You check CODA and find no errors. What is your NEXT step?
B — Verify that provisioning in Smart Desktop is reflected in CODA (confirm alignment) (This is a critical Provisioning step — the two systems must match)
During Hardware troubleshooting, you ask "Is the SIM card slot damaged on your device?" — If the answer is YES, what is your NEXT step?
C — Ask customer to test another SIM card in their device (This helps confirm if the issue is the SIM or the slot itself)
A customer has no data on an Android phone. What software troubleshooting step should you take?
D — All of the above (All are valid software checks for Android data issues)
A customer reports "I can't make calls in my office, but I can make calls everywhere else." What does this tell you?
C — Network issue (location-specific) (Single area = Network; everywhere = Hardware or Provisioning)
a customer says "I've never used this feature before, and I'm not sure how it works." What is the CORRECT next step?
C — Ensure the customer knows how to use the service properly and set expectations
A customer recently did a SIM swap. During Provisioning checks, what are you specifically verifying?
D — All of the above (SIM swaps require verification of all three elements)
A customer says "I dropped my phone in water 2 hours ago. Now it won't charge." What should you recommend?
B — Immediately power off the device and do NOT attempt to charge it; recommend device repair/replacement (Water damage = hardware issue; charging may cause further damage)
A customer reports "I have no data." You ask "Is Airplane mode turned on?" They say "Yes." What should you recommend?
B — Turn OFF Airplane mode (Airplane mode suspends cellular signals)
A customer says "The issue is intermittent — sometimes I have service, sometimes I don't." What does this pattern suggest?
C — Network issue (cell site overcapacity or environmental factors) (Intermittent = Network; constant = Hardware or Provisioning)
Are you travelling outside Canada?
No.
Why this matters:
When troubleshooting no data, what is the FIRST Provisioning check?
B — Check Smart Desktop to ensure the account is active and data is NOT throttled
A customer has no data. Provisioning is clean. What Hardware question should you ask FIRST?
C — "Does Wi-Fi work on your phone?" (If Wi-Fi works, the device can connect to networks = rules out some hardware issues)
A customer has no data. You ask "Do you have a VPN enabled?" They say "Yes." What should you recommend?
C — Turn OFF VPN and test (VPN may interfere with data connectivity; test without it first)
During Network troubleshooting, you should check which tool for Area of Build (AoB) or known issues?
C — MyWorld (This tool shows coverage, AoB flags, and network issues in specific areas)
A customer reports "I have no data everywhere in Canada. It's been happening for 2 months. No one else in my family is affected. My phone looks fine. Wi-Fi works perfectly." — What is the CRITICAL probing question you must ask BEFORE moving to Provisioning checks, and what does the answer tell you?
A) "Is your phone damaged?" — This determines if hardware is the issue
B) "When exactly did this start?" — This determines if it's recent or longstanding
C) "Does the issue happen in specific locations, or is it truly everywhere you go in Canada?" — This determines if it's device-wide or location-specific; if TRULY everywhere on ONE device only (not just "everywhere I go"), it's likely HARDWARE, not Network
D) "Have you checked your data plan?" — This determines if the customer has data provisioned
C — "Does the issue happen in specific locations, or is it truly everywhere you go in Canada?" — This determines if it's device-wide or location-specific; if TRULY everywhere on ONE device only (not just "everywhere I go"), it's likely HARDWARE, not Network
A customer has no data. You check Smart Desktop and CODA — both are clean. You verify alignment between the two systems. But the customer STILL has no data. You ask "Did you recently do a SIM swap?" They say "Yes, 3 days ago." — What is the CRITICAL next Provisioning step, and what are you checking for?
A) Check CODA again for errors — maybe you missed something
B) Check NPV (Network Profile Viewer) HSS tab for VLR and MSC registration; if NOT populated, delete MSS servers, clear VLR, repush SIMOTA fields, power cycle and test
C) Check if the customer has a data block provisioned on the account
D) Escalate to Technical Support
B — Check NPV (Network Profile Viewer) HSS tab for VLR and MSC registration; if NOT populated, delete MSS servers, clear VLR, repush SIMOTA fields, power cycle and test
A customer has no data. You ask "Have you tested another SIM card in your device?" They say "Yes, and I still have no data." What does this indicate?
B — The device is broken (cellular modem issue) (Another SIM tested = rules out SIM; issue persists = device problem)
A customer with an Android phone has no data. You've confirmed: Provisioning is clean, device is fine, network is fine, Airplane mode is OFF, VPN is OFF. They say "I got this phone from a friend. It's a used phone." — What is the CRITICAL software troubleshooting step, and what are you checking for?
A) Update Android to the latest version — old software causes data issues
B) Check APN settings — verify it's set to isp.telus.com; if incorrect or missing, add/correct it
C) Reset network settings — this pushes carrier settings automatically
D) Check if the phone is in Developer Mode — this can disable data
Check APN settings — verify it's set to isp.telus.com; if incorrect or missing, add/correct it
A customer says "I have dropped calls everywhere in Canada." What should you do FIRST?
B — Probe further — "everywhere" may mean different things to different customers (If an issue is genuinely occurring across all of Canada, it's likely hardware-related, not network-related)