Troubleshooting process

• Owns all initial troubleshooting in Atlas FIX-Flows under Fundamental Troubleshooting – Account Care.
• These steps prevent call disconnections and avoid requiring customer callbacks, though performing a reconcile may be necessary.
• Account Care troubleshooting includes:
  • Understanding the issue by asking probing questions (SDL).
  • Performing account and coverage checks.
• The VEA (Virtual Engineering Assistant) tool allows you to deliver network insights in under 30 seconds, reduce transfers to tech support, and resolve issues faster. Complete all fundamental troubleshooting to resolve customer concerns before escalating. 

• Responsible for Advanced Troubleshooting in Atlas FIX flows.
• Tech Care never transfers to Account Care regardless of call type.

• Owns the full scope of troubleshooting. 
• Manages all incoming conversations and transfers to ESC only when directed by policy. 
• Line of businesses assisting Social Media Care follow their scope of support before transferring in Khoros.

• Is the caller escalated and requesting a supervisor? Yes, engage team leadership and do not transfer to Tech.
• Verify if customer is calling from device experiencing the issue. Review Troubleshooting with customer on device.
• Confirm customer has access to the device experiencing issues, including HSI and coverage devices.
• Follow the Fundamental Troubleshooting - Account Care section.
  • Use VEA to check for open outages and emerging issues if issue is location specific.
  • If a VEA query is completed, save the VEA Report ID in memos.
• If the caller is unverified, set appropriate support expectations. Review Unable to verify account troubleshooting.   
• Capture a callback number and save it in memos in case of disconnection during transfer.
• Save the token in account memos. 

To start the troubleshooting process, ask clarifying questions so you fully understand the issue. Ask specifics about the situation, duration, and location. 

1. Verify the account. 
   • Unverified accounts will have limited troubleshooting support. 
   • If the customer cannot verify, you can still open the account in Unauthorized state and troubleshoot. Review Unable to verify account troubleshooting. 
2. Ask the customer to describe the issue and how it started. 
3. If the customer visited a T-Mobile store, ask what steps were taken and check account notes. Continue with troubleshooting and skip those steps. 
4. Ask open-ended and close-ended probing questions to clearly define Situation, Duration, and Location beyond the customer’s initial description.

Use the answers you received from asking the questions above to identify potential root causes and solutions. The issue may be related to the customer's account, device, or network. 

1. Check the account and services are all set up correctly.
2. Open The Fix. In Atlas, click the Troubleshooting tab. Find the relevant FIX Flow to begin troubleshooting and follow the outlined steps.
3. To go back, click START OVER at the top of the page.
4. Hover over the (i) icon (Atlas) to see instructions and details for the step.
5. Pop out troubleshooting so you can use other tools or maps while troubleshooting. In Atlas Troubleshooting, a window pops out when you open The Fix flow.
6. Click the check box next to a step when you complete it. This adds it to the troubleshooting history, the memo builder, and allows you to file a ticket if the step is mandatory.
7. Atlas Troubleshooting Dashboard can automatically check device diagnostic data for:
   • Airplane mode OFF
   • Data or packet data ON
   • APNs set to default
   • Wi-Fi OFF
   • Data Roaming OFF
   • Wi-Fi Calling
   • Device Rooted
   • Bluetooth OFF
8. Device diagnostics
   • Apple: Data for Apple devices is retrieved from Apple products and displayed using the iOS GSX tool, an Apple diagnostic product. The information is stored for 14 days, but you can refresh it anytime.
   • Find My iPhone indicator: Summary tab > Find My iPhone status. Three possible statuses.
     • Lost or stolen: Icon is red and indicates the device is lost or stolen.
     • Not lost or stolen: Icon is green and indicates if Find My iPhone is on or off.
     • Unavailable: Icon is gray and indicates the information is not available.
   • Request and use diagnostics.
   • Customer must be able to access the internet and device must not be lost or stolen for these steps to work.
9. Ensure device is updated to the most recent software version. If not, update it for diagnostics to work properly.
10. On the Device tab, view the last updated date under each section to see if it was updated recently.
11. Click Request Diagnostics.
12. Tap Settings > Privacy > Analytics > Start Diagnostics with Apple Support.
13. Review the Diagnostic Terms and Conditions, and tap Agree.
14. The Running Mobile Resource Inspector screen appears.When finished, the device shows “Waiting” until the customer closes out of the session.
15. Select the above steps that have been completed on the customer's device checkbox, and click Check Device Data.
16. The updated time stamp appears and the customer can exit out of the session.
17. If you see an alert on the diagnostic screen, click the link for further instructions.
18. If none of the articles resolve the issue, continue with standard troubleshooting.

Troubleshoot technical problems following the troubleshooting process above. Answer device or feature questions.

• Troubleshooting includes fixing services/features already included on the account.
  Example: Troubleshooting cannot make or receive calls or help with device common procedures (such as how to master reset, clear memory, and update software).
• Use Atlas and other tools to fix problems with a service/feature that is already provisioned. In Atlas HLR Profile, you may only do the following:
  • Configure WAP, MMS, and Internet settings using the T-Mobile Device Configuration Tools.
    
  • Reconcile in Samson & Atlas (but not Reset).
• If required, transfer to the next tier of support or file a trouble ticket in Atlas.
• If a call drops after you started troubleshooting, call the customer back.

When the caller is not verified, do not make changes that would impact service or cause charges.

• Do not exchange devices, batteries, or chargers.
• Do not make a change in Samson, Atlas, or other tools that are not specifically in the Allowed section above, including:
  • Add or remove a service/feature.
  • Make a change that would incur any charges.
  • Change how a service/feature works, such as modifying call forwarding settings or resetting the voicemail password.
  • Change anything that would cause a customer to lose data, such as:
    • Deleting an email account from a My T-Mobile account
    • Deleting or resetting a My T-Mobile user or password
    • IMEI unclaiming for SyncUP DRIVE
    • Reset (Resend to Switch) in Samson & Atlas
    • Removing a voicemail box
    • Requesting voicemail recovery
  • Cancel location.
  • Provide a PUK code.
  • Resend any T-Mobile partner and third-party purchases.
  • Update the SIM status.

Reminder: Never release CPNI & PII during troubleshooting, even if the caller claims to be a T-Mobile employee or can verify account information. Never release the following to an unauthorized caller:

• Payment amount (amount customer actually paid) and date of payment
• Amount of last payment or most recent payment
• IMSI, IMEI, or other unique device identifiers (Provide self-service options to retrieve IMEI from device.)
• Roam Area Name
  Example: INTL under the heading Roam Area Name indicates a customer’s plan allows international roaming.