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Welcome to Telgoo5 Support

Troubleshooting: Signal Issues- CSR Guide

Signal Issues

Phase 1: Customer-Side Verification (Device & Physical)

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

  1. Environment Check: Determine if the issue is location-specific (e.g., inside a building with thick walls, an elevator, or a remote rural area). Advise the customer to move to an open area or closer to a window.
  2. Device Restart: Power the device off completely for 30 seconds and then restart it. This forces the device to re-scan for the strongest available tower signal.
  3. SIM Card Inspection:
    • Verify if the SIM card is seated correctly.
    • Inspect the SIM card for physical damage (scratches, cracks, or worn-down gold contacts).
    • If possible, test the SIM in a different compatible device to determine if the issue follows the SIM (the account/network side) or the device (the hardware side).
  4. Network Settings: Check the device’s "Network Mode." Ensure it is set to "Automatic" or configured to the correct carrier-supported band (e.g., 4G/LTE/5G).

Phase 2: Telgoo5 System Diagnostics

If the issue persists after Phase 1, use the Telgoo5 portal to check the account status and network provisioning.

  1. Check Account Status:
    • Log in to the Telgoo5 portal and search for the customer account.
    • Verify that the status in the top right corner is Active (PC95). If the account is Suspended or Deactivated, the customer will not have network access.
  2. Verify Live Status:
    • Click on Live Status (PC499) in the customer's Line Information section.
    • Review the All Balances section. Ensure the customer has active buckets for Voice, SMS, and Data. If these are at zero, the customer may need a Plan Renew (PC519) to restore service.
  3. Check for Provisioning Errors:
    • If the account is active but has no signal, verify that the device is correctly provisioned.
    • Use the Activity Log (PC770) to check for any recent status changes, plan changes, or network errors that may have disconnected the device.

Phase 3: Carrier & Backend Escalation

If the account is active, has sufficient balances, and the device is verified, the issue may lie with the carrier or a synchronization error.

  1. Error Mismatch: If you receive an error stating "MSISDN PROVIDED DOES NOT MATCH THE MSISDN IN HLR," this indicates a synchronization mismatch between Telgoo5 and the carrier’s Home Location Register (HLR).
    • Action: This is a carrier-side database error. You must open a support ticket with your carrier to resolve the mismatch in their database.
  2. Network Outages: Check if there is an active carrier-level network disruption in the customer's area.
  3. Ticket Escalation: If you have exhausted all self-service troubleshooting steps, open a support ticket with the carrier providing:
    • The customer's MDN (Mobile Directory Number).
    • The SIM/ESN number.
    • The specific error message or observed behavior (e.g., "No signal," "Can call but no data").

Pro-Tip: Always document your troubleshooting steps in the Customer Notes (PC83) section. This ensures that if the customer calls back, your team can see exactly what was already tested, preventing redundant requests.