Basic Troubleshooting
What are the two type of devices we troubleshoot in Tech Support?
Android or iPhone
What's a good way to find out the root cause of the issue and receive the accurate error message?
Power cycle
Which devices are ESIM compatible?
iPhone SE (2nd or 3rd gen) or Higher
Galaxy s20 or Higher
List 2 troubleshooting steps that is preformed before adding APN's on device.
-Check the software version
-Reset network settings
What do you if the customer request to update her billing information?
Politely advised her you are an tech agent and after the issue at hand is handled you can transfer to CS
Name 5 common issues that will require troubleshooting
-data issues
-MMS
-SMS
-Voicemail
-SIM errors
What step should be completed before adding new APN settings on a android device?
Reset Network Settings
When activating an Apple Watch plan which troubleshooting step must be completed?
The plan MUST be cancelled and refunded (before continuing activation)
TRUE or FALSE We are able to guarantee hotspot, Wi-Fi calling, and visual voicemail for android devices.
FALSE
Which 3 features PT offers but are not guaranteed to work on all devices?
eSIM, Hotspot, WI-FI calling
Which troubleshooting step should be avoided until all steps have been performed for device
Ticket
Name 3 troubleshooting steps for an iPhone
-Reset network settings
- Update IOS version to the latest software
- Check Carrier Lock (No Sim Restrictions)
For what devices should you use the IMEI2 to activate the eSIM?
iPhone 13 series and below
What step is strictly for android devices ONLY?
Adding APN's Settings
What do you do if customer states her device is locked under our carrier?
advised the customer Puretalk does not lock devices unless purchased from PT and to reach out to carrier the device was purchased from
How can you identify if the customer's having a service area issue?
If they are able to use the service in one area but not in another area
If a customer's device is showing the following errors : Not Registered on Network, Mobile Network Not Available, or Emergency Calls Only What TS steps would you take?
Reset Network Settings , Add APNs
Name 2 steps that should always be performed?
Check the latest ios version and reset network settings
How can you deem an android device sim locked before completing all the troubleshooting steps?
If you are unable to add apn settings (mobile networks will be grayed in device)
What do you do if customer request an call forwarding for their MDN?
Direct customer to dial **21* followed by the number you wish the calls to forwarded to, followed by #.
When the customer is having SMS, MMS, VOICE, or DATA issues what should you check in Cell Lookup before trouble shooting?
The service package
The customer states that they're getting error message "Balance Too Low", what's the first thing you check on the account ?
Service package & make sure the USSD message is disabled
What steps are required to activate eSIM?
Previous eSIM should be deleted, physical sim should be removed, correct imei or imei2 should be updated, update correct EID, reset network settings, and connect back to wifi
What's the latest version a Android device should be updated too?
11-14
What should do if the previous eSIM is interrupted from our service?
Request New eSIM ( after previous eSIM was deleted, verify the correct IMEI and EID, reset network settings and device is connected back wi-fi)