Guideline for Handling Customer Complains: Problem A.

Unable To Connect To the Network Procedure |DL RSSI|+|DL CINR|<85dB Solution 1. Co-channel interference: To scan and find out the frequency for best CINR, delete the other frequencies. 2. If no significant different between CINR for all frequencies, relocate CPE to find the best place for better CINR 1. Mainly due to poor uplink signaling, relocate CPE to higher place or closer to the window to increase uplink signal strength to the base station. 1. CPE is receiving weak signal from the side lobe signal, move CPE to the direction of main lobe to lock frequency for the stronger signal 2. If CPE is receiving signal from main lobe of serving antenna, relocate CPE for better signal strength. 3. Propose to add new site to improve coverage and eliminate blind spot. 1. Restart CPE to connect to ZTE’s base station with stronger signal 1. Relocate CPE (LOS to base station & avoid reflection effects by blockages) while performing Ping Test for 1500 packets to find out the best location with nil/less packet loss. 1. Mainly due to Co-channel interference and CPE is receiving weak signal from the side lobe of the serving antenna and no LOS to base station. Relocate CPE for better CINR. 1. Demonstrate speed test to customer at http://speed.p1.com.my. Explain to customer that throughput speed is affected during peak hour because of high number of network users. Suggest to customer that off-peak hour is the best time for downloading. New link/site is needed to increase capacity as network is congested.

DL CINR >=15dB

DL CINR <=15dB

B. Slow Throughput Speed During OffPeak Hour

To check NAP ID if CPE is connected to ALU’s base station with weak signal Good DL speed but poor UL speed, CPE Tx Power saturated.

Good UL speed but poor DL speed

C. Slow Throughput Speed During Peak Hour

Slow throughput speed during peak hour but good throughput speed during off-peak hour