Data Issues

Phase 1: Customer-Side Verification

Before investigating system-level configurations, rule out common device and physical factors:

1. Environment Check: Determine if the issue is location-specific (e.g., area with poor signal coverage).
2. Toggle Airplane Mode: Advise the customer to turn on Airplane Mode for 10 seconds and then turn it off to refresh the data session.
3. Data Settings:
   • Ensure Cellular Data is toggled "ON" in the device settings.
   • Verify that the APN (Access Point Name) settings are correctly configured for the carrier. Incorrect APN settings are the most common cause of data failure.
4. Device Restart: Power the device off completely for 30 seconds and then restart it.

Phase 2: Telgoo5 System Diagnostics

If the issue persists, use the Telgoo5 portal to verify account status and data-specific provisions.

1. Check Account Status:
   • Search for the customer account in Telgoo5.
   • Verify the account status is Active (PC95). If suspended or deactivated, data service will be blocked.
2. Verify Data Buckets:
   • Click on Live Status (PC499) in the Line Information section.

   • Inspect the DYN_DOM_HIGH_DATA or DYN_DOM_LOW_DATA quantities. If the remaining balance is zero, the customer's data access will be restricted.

     

   • Resolution: Perform a Plan Renew (PC519) if the data bucket is exhausted.
3. Check Data Features:
   • Check Features (PC92) in the Quick Links to ensure no data-blocking features or "parental controls" have been inadvertently applied to the account.

Phase 3: Carrier & Backend Escalation

If the account is active and the data bucket has balance, the issue may be a synchronization error or network-level restriction.

1. Check for Provisioning Errors: Verify if the device is correctly provisioned for data in the HLR (Home Location Register).
   • If the customer recently changed plans, a "Network Reset" or "Re-provisioning" may be required on the carrier side to push the new data profile to the device.
2. Sync/Refresh: If the system shows the device is active but the customer still has no data, reach out to carrier support to "refresh" the line's data session.
3. Ticket Escalation: If the issue is persistent, open a support ticket with the carrier, including:
   • The MDN (Mobile Directory Number).
   • The specific APN settings currently on the device.
   • A description of the error (e.g., "Connected but no internet," "Speed is extremely slow," "LTE icon not appearing").

Pro-Tip: Always document the troubleshooting steps taken in the Customer Notes (PC83) section.