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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
1/6
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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
2/6
MO Calls
Failing
Ask Subs to check
Barring Setting in the
handset
Any
Barings?
END
Forward to IN Team
Subscriber Cannot make
Outgoing Calls
Ask Subs to Deactivate
them and test again
Problem
Solved?
Ask for the MSISDN and
SIM Card Serial NumberAsk if subs
made a SIM
replacement
Inform Subs that he is using
a wrong SIM Card
Investigate why TABS has
not been Updated
Rectify problem in TABS
and ask Subs to test again. A
A
SIM and
MSISDN
Matched?
B
B
Check if Prepaid or
Postpaid
Prepaid or
Postpaid?
Check in TABS if Credit Limit
has been exceeded
Exceeded?
Inform the Subscriber
C
C
Forward this to CS Core.
Give them the MSISDN and
the SIM Serial Number and
Dialled numbers CS CORE
Check Balance and
Expiration Date in IN
Problem
with INProfile?
VAS / IN
4/16/2010 2Basic Troubleshooting Guide for CUSCARE
NONE
YES
YES
YES
YES
NO
POSTPAID
NO
NO
PREPAID
NO
YES
YES
NO
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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
3/6
MT Calls
Failing
Ask Subs to check Barring
Setting in the handset
Any
Incoming
Barings? END
Ask Subs to Deactivate
them and test again
Problem
Solved?
Ask for the MSISDN and SIM
Card Serial Number
Ask if subs
made a SIM
replacement Inform Subs that he is using a
wrong SIM Card
Investigate why TABS has not
been Updated
Rectify problem in TABS andask Subs to test again.
A
A
SIM and
MSISDN
Matched?
B
B Do a test call to that
MSISDN
Test Call
Failed?
C
Forward this to CS Core. Give
them the MSISDN and the
SIM Serial Number
CS CORE
Subscriber Cannot receive
Incoming Calls
C
4/16/2010 3Basic Troubleshooting Guide for CUSCARE
NO
YES
NO
NO
NO
YES
YES
YES
YES
NO
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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
4/6
MO SMS
Failing
Ask Subs to check
Barring Setting in the
handset
Any
Barings?
END
Forward to IN Team
Subscriber Cannot Send SMS
Ask Subs to Deactivate
them and test again
Problem
Solved?
Ask for the MSISDN and
SIM Card Serial NumberAsk if subs
made a SIM
replacement
Inform Subs that he is using
a wrong SIM Card
Investigate why TABS has
not been Updated
Rectify problem in TABS
and ask Subs to test again. A
A
SIM and
MSISDN
Matched?
B
B
Check if Prepaid or
Postpaid
Prepaid or
Postpaid?
Check in TABS if Credit Limit
has been exceeded (Barred)
Exceeded?
Inform the Subscriber
C
C
Forward this to CS Core.
Give them the MSISDN, SIM
Serial Number, Dialled
numbers, Time and Date of
last attempt CS CORE
Check Profile in IN Problem
with INProfile?
VAS / IN
Ask Subs to Check SMSC
Add in the Handset
+264851000008
4/16/2010 4Basic Troubleshooting Guide for CUSCARE
NO
NO
NO
NO
YES
YES
YES
YES
YES
YES
NO
NO
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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
5/6
MT SMS
Failing
Ask B-Subs to check
Incoming Barring Setting
in the handset
Any
Incoming
Barings? END
Ask B-Subs to Deactivate
them and test again
Problem
Solved?
Ask for the MSISDN and SIM
Card Serial Number
Ask if subs
made a SIM
replacement Inform Subs that he is using a
wrong SIM Card
Investigate why TABS has not
been Updated
Rectify problem in TABS andask Subs to test again.
A
A
SIM and
MSISDN
Matched?
B
B Do a test SMS to that
Called MSISDN
Test Call
Failed?
C
Forward this to CS Core. Give
them the MSISDN and the
SIM Serial Number
CS CORE
Subscriber Cannot receive
Incoming SMS
C
4/16/2010 5Basic Troubleshooting Guide for CUSCARE
NO
NO
NO
NO
YES
YES
YES
YES
NOYES
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8/3/2019 Basic Troubleshooting Guide on Common Subscriber
Complains
6/6
Drop Call
Drop Call
Forward this to CS Core. Givethem the Calling and Called
number, Date, and Time when it
happened.
CS CORE
USSD Fail
USSD Failing
Forward this to CS Core. Give
them the Calling MSISDN andUSSD Code being dialled
CS CORE
Muting
Muting
Forward this to CS Core. Give
them the Calling MSISDN and
USSD Code being dialled
CS CORE
Ask the Subs to Reset the
Handset and remove the battery
and test again. Problem
Solved?
END
4/16/2010 6Basic Troubleshooting Guide for CUSCARE
NO
YES
