North American Network Operators Group
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customer troubleshooting process

  • From: Barratt, Tony
  • Date: Fri Aug 27 11:37:07 1999 
I've been asked to look into customer service issues/fault resolution
Along the lines of:
Fault1:
question1
question2
Fault2:
question1
question2
eg
Fault:Subscriber can't authenticate (and then get inetaccess)
Q1. which userid/password was used
Q2. which access number
But, mmm, hasn't this been done many times before? I searched the web, but
found some half useful stuff on troubleshooting.
Can anyone point me to a relevant URL?

TIA

Tony