Sample Telco Flowchart

By Sheina | kwestyon.com

START Customer says she has no internet Pull up her account.

connection.

Check for outages.

Is there an outage? YES Advise the customer to wait for the fix.

NO

Check if service is unpaid.

Unpaid? YES Advise the customer to settle her balance. END CALL

NO

Modem issue or device issue?

1. Check if a second device can connect to her internet.
2. Check the light indicators.

Possible issue of the 1st device:

Can a 2nd device connect? 1. Ensure that the internet physical setup is correct,
YES
Green light on modem? 2. that the cable is undamaged & properly plugged,
3. that the internet configuration/setting is correct.

YES
NO

YES, BUT ONLY FOR 1 DEVICE.

Possible modem issue:

Did it work?
Ask the customer to reset her modem.

Did the reset work? YES

NO

Dispatch a technician.

NO
No