Customer Complaint Analysis

P1 ID: C-3803448 :: Mohd Shafiq Lee Abdullah :: No connection

Telekom Malaysia Berhad (TM)

29th Aug 2016

Prepared by: Lutfi / Ashraf

CTT DETAILS
Customer Info:

Interaction P1 ID: C-3803448

Acc No :: 114233521
MSISDN:: 601110499430
Customer Name :: Mohd Shafiq Lee Abdullah
Contact No::  0168911188
Complaint Location::  127,Sublot 25,Carina Estate Off,Jalan Batu Kawa,   Kuching Sarawak 93250
Malaysia
LAT LONG::  1.522100, 110.309082
Nearest site based on Lat Long:: 5017
Last Cell Traced :: N/A
Last Service impact:: N/A 
Problem Description :: No connection
Account created (registered) :: N/A
Alarm Occurred   :: 26/08/2016  14:14:00 PM
Verification DT Result (29/08/2016)
Verification DT Result: Day

1. Analysis
1. Based on the Lat/Long given, customer location surrounding fair outdoor coverage
area by referring to simulation and nearest drive test plot.
2. Signal received between -90 dbm to -100 dbm surrounding customer areas.
3. No drive test at exact customer location, so we cant conclude actual coverage here.

4. Distance to the serving site 5017 distance about 0.60 km from customer location

Conclusion/Recommendation
1. Customer complaint due to no connection at his areas.
2. No major degradation on main KPI as well for both site 5017
3. Suppose no coverage issue since customer location still in coverage radius.
4. Need to check latest connection history for further investigation.Please send latest
SWAT info history for this CTT.
5. Since there is no drive test done nearest customer area, we will send DT to verify
actual coverage condition here.
6. DT Team Check No Issue with Network
RSRP SNR

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Static Verification Result -Speed Test

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Static Verification Result -Speed Test 2

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Static Verification Result -Speed Test 3

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Static Verification Result