TECH 2.0
TROUBLESHOOTING HOME INTERNET
NETWORK AND COVERAGE
TECH 3.0
KNOWLEDGE CHECKS
100

ITS COST THIS MUCH WHEN YOU FILE A TICKET.

WHAT IS $29?


100

WHEN IT COMES TO HOME INTERENT, WE SHOULD DO THIS BEFORE WE BEGIN TROUBLESHOOTING.

WHAT IS ASK QUESTIONS? 

100

OUR NATIONWIDE 5G USES THIS TECHNOLOGY, THAT IS DEPENDANT ON MID BAND LTE 1900AND 2100 SIGNAL TO ACCESS 5G SERVICES.

WHAT IS 5G NON STANDALONE?

100

WE RELEASED OUR 5G NETWORK IN THIS YEAR. 

WHAT IS AT THE END OF 2019?

100
  • Access Support
  • Manage Connected Devices
  • Gateway Placement Assistance
  • Manage Home Network 

WHAT ARE THE BENEFITS OF THE T-MOBILE INTERNET APP?

200

THIS BAND IS WHAT WE AQUIRED FROM SPRINT.

WHAT IS 2.5 GHZ

200

WHEN PROCESSING A WARRANTY EXCHANGE ON A HOME INTERNET GATEWAY. THE SIM CARD IN THE DEVICE IS ACTIVE. TRUE OR FALSE

WHAT IS FALSE?


200

THIS TECHNOLOGY DOES NOT REQUIRE AN LTE SIGNAL IN ORDER TO RECEIVE 5G.

WHAT IS 5G STANDALONE? 

200

THESE CABLES ALLOW BITS OF INFORMATION SENT BY THE SPEED OF LIGHT.

WHAT IS FIBER OPTICS?

200
  • No hidden monthly fees
  • No complicated installation
  • No price hikes
  • No cost for the equipment

WHAT ARE BENEFITS OF T-MOBILE HOME INTERNET?

300

THIS IS GATEWAY HAS TO BE PLUGGED INTO A GROUND ELECTRICAL OUTLET AND NOT USE ITS INTERNAL BATTERY FOR USE OF INTERNET.

WHAT IS THE NOKIA GATEWAY?

300

THESE SYSTEMS ARE WHERE WE CAN RUN A SPEED TEST ON THE HOME INTERNT GATEWAY.

WHAT IS ATLAS TROUBLESHOOTING AND THE GATEWAY TOOL IN GRAND CENTRAL,
300

YOU ARE ABLE TO USE A COVERAGE DEVICE ON THE TMOBILE HOME INTERNET. TRUE OR FALSE?

WHAT IS FALSE? 

300
  • Device
  • Network
  • Account

What are the three potential root causes of a troubleshooting issue?

300
  1. The device color is not guaranteed
  2. Master reset the device to remove personal data
  3. Include essential parts in the exchange

What ARE advisements should you share with customer before completing a warranty exchange?


400

WE USE THIS C2 DOC TO HELP CUSTOEMRS CONNECT THIER HOME INTERNET TO OTHER DEVICES. 

WHAT IS SUPPORTING THIRD PARTY EQUIPMENT AND SERVICES?

400

THIS FIX FLOW IS USED WHEN THE CUSTOMER IS HAVING THESE ISSUES.

  • Gateway won’t turn on or restarts
  • Gateway LCD is frozen or non-responsive
  • Other hardware issues including overheating

WHAT IS Gateway Hardware Issues (No Power/Frozen/Unresponsive/Overheating)?

400

FREQUENCY+BANDS+TECHNOLOGY EQUALS THIS?

WHAT IS SPECTRUM?

400

A form used by engineering to investigate network issues. 

What is a trouble ticket?

400
  • Faster Speeds
  • Improved Coverage
  • Enhanced Media Quality
  • More Reliable Service

What are the benefits of 5G?

500

THIS IS ALSO KNOWN AS VOICE OVER 5G.

WHAT IS VoNR?

500

THIS FIX FLOW IS USED WHEN CUSTOMERS ARE HAVING THESE ISSUES:

  • No data or slow data on devices connected to the gateway
  • Connection errors on devices connected to the gateway (Gateway is connected to the T-Mobile Network)
  • All services work and user is unable to access specific services or webpages 

WHAT IS Speed test tool results ABOVE 25Mbps: In-Home connected devices/service data speeds and Wi-fi signal issues?

500

THIS TERM IS USED FOR RADIO WAVES.

WHAT IS FREQUENCY?

500
  • Open ticket has no worklog or resolution status for three business days*
  • Resolved ticket that has confusing comments or unclear*

What are the criteria that must be met to escalate a ticket?

500
  • A device that supports frequencies where they are going
  • A rate plan or feature that allows them to roam
  • Country they are travelling to has a roaming agreement with T-Mobile

What are the requirements for a customer to roam internationally?

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