Customer Complaint Analysis

P1 ID:C-3465629 : Sailee Binti Saad : Frequent Disconnection

Telekom Malaysia Berhad (TM)

28th Jan 2016

Prepared by: Aidil

CTT DETAILS
Customer Info:

Interaction P1 ID:C-3465629
Acc No : 113011308
MSISDN:601110410769
Customer Name:Sailee Binti Saad
Contact No:60174178241
Complaint Location:: BLOK C, 123,Pangsapuri Cemara,Jalan Sri Permaisuri 6,Bandar Sri Permaisuri  
Cheras
LAT LONG:3.1017081,101.7087546
Nearest site based on Lat Long:: 1026
Last Cell Traced :: 1028
Last Service impact::N/A
Problem Description :  Frequent Disconnection 
Account created (registered) :Oct 23, 2015
Alarm Occurred   ::22/1/2016 4:20 PM 
Verification DT Result (28/1/2016)
Verification DT Result: Day

1. Based on the Lat/Long given, customer located in between fair and poor
outdoor coverage area by referring to simulation plot.
2. Signal received between -90 dbm to 110 dbm surrounding customer
areas.
3. No drive test at exact customer location,so we cant conclude actual
coverage here.
4. Distance to the nearest site , 1026 only about 1.88 km far away.
5. Last cell trace show this area served by site 1028 with distance about
3.58 km from customer location.
6. No changes done at the serving site,1028,1026 recently.
7.Also customer claim received frequent disconnection at high rise
Pangsapuri Cemara.
8.Unstable connection may receive due customer’s areas surrounding
building hence it will reducing the level of signal that reaches indoor
areas.
Result  RSRP SNR

4
 Verification DT Result:

Static Verification Result -Speed Test

1

5
Verification DT Result:

Static Verification Result -Speed Test 2

6
Verification DT Result:

Static Verification Result -Speed Test 3

7
Verification DT Result:

Static Verification Result