Some tickets are marked resolved while the customer’s router is still offline. These calls are to find out why the CSP closes a ticket before it is fixed. This guide shows what the first calls found, and how to make the calls.
When a CSP or technician marks a ticket resolved, Wiom closes it and tells the customer it is fixed. In about one in three closures, Wiom’s data shows the customer’s router still offline at that moment, and those customers come back 3.4 times as often as the rest.
The goal of these calls is to understand why the CSP closes the ticket while the router is still offline. Every call ends with one of four answers: the customer actually has internet (a problem in Wiom’s data); the CSP told the customer when it would be fixed; the CSP closed it without telling the customer, and we ask the CSP why; or the customer did not answer, and we ask the CSP what the issue is.
20 tickets marked resolved while the customer’s router was offline. The CSP was called first, and the customer in three cases.
Most of these were early closes. The CSP marked the ticket resolved, and the internet came back hours later. Meanwhile the customer had been told it was fixed.
| Reason the CSP gave | CSPs | What they said |
|---|---|---|
| Believed it was fixed: their own portal showed the customer online, or the repair did not hold | 5 | “Mere OLT me online show ho rha hai” (my OLT shows it online) · “mere portal pe green show ho rha hai” (it shows green on my portal) · “wire jod diya tha… phir net nhi chala” (I joined the wire… then the net still didn’t work) |
| Nobody could say who closed it or why: the owner and the technician gave different accounts | 4 | “Maine Owner ko bol diya close karne ko” (I told the owner to close it) · the owner “had no clue why it was resolved before” |
| Time or rating pressure | 2 | “time over ho rha tha isliye maine app me resolve kar diya tha” (time was running out, so I marked it resolved) · “main agar nhi karunga resolve toh aap rating gira doge” (if I don’t resolve it you will lower my rating) |
| Closes on purpose when a whole area is down | 1 | “jab bada issue hota hai toh mai aisa karta hu” (when it’s a big issue, this is what I do) |
| Fixed the router at the office and closed before putting it back | 1 | “mai router office me le aaya… maine close kar diya office me hi” (I brought the router to the office and closed it there) |
| Not a field fault: the customer’s ISP plan had not been renewed | 1 | The plan had expired; no renewal task had been raised |
| How they came back | Customers | Note |
|---|---|---|
| Reopened the same ticket | 5 | One customer reopened it twice |
| Raised a new ticket while the router was still offline | 4 | 1.7 to 5 hours after the close. Two of these also reopened the old ticket |
| Raised a new ticket after the router was back online | 2 | 2 to 3 days later. Probably a new fault |
Each call answers one question: why did the CSP close this ticket while the customer’s router was offline? Start with the customer, and call the CSP when the customer’s answer calls for it.
flowchart TD
A["Ticket on the call sheet:<br/>closed while the router was offline"] --> B{"Call the customer:<br/>is your internet working?"}
B -- "Yes, working" --> C(["Data issue on Wiom's side<br/>Report to the IX team"])
B -- "No, not working" --> D{"Did the CSP call you<br/>and say when it will be fixed?"}
B -- "No answer" --> U["Call the CSP:<br/>what is the issue?"]
D -- "Yes" --> E(["Record what was promised<br/>and by when"])
D -- "No" --> F{"Call the CSP:<br/>why was it closed before the fix?"}
F -- "Shows green on my portal" --> P(["Ask for a portal screenshot<br/>Report to the IX team"])
F -- "I am fixing it" --> Q(["Ask why it was resolved<br/>before the fix. Record the reason"])
F -- "Other answer" --> O(["Record the reason<br/>in their own words"])
U --> UO(["Record what the CSP says<br/>the issue is"])
classDef good stroke:#1d7648,stroke-width:2px
classDef ask stroke:#0e5c6b,stroke-width:2px
class C,E,P,Q,O,UO good
class F,U ask
| Step | What you do |
|---|---|
| 1 · Pick the ticket | Take the next row on the call sheet. Every row is a ticket marked resolved while the customer’s router was offline, and still offline when the sheet was made. If the sheet now shows the router back online, record BACK-BEFORE-CALL and move on |
| 2 · Call the customer | Ask whether their internet is working now. Two tries, between 11:00 and 21:00 |
| 3a · Internet working | The customer has internet but Wiom shows the router offline, so the problem is in Wiom’s data. Record NET-WORKING and report the ticket to the IX team. No call to the CSP |
| 3b · Internet not working | Ask whether the CSP called them and said when it would be fixed |
| 4a · CSP gave a time | Record what was promised and by when. Record COMMITTED |
| 4b · CSP did not call | Record NO-CALL. Call the CSP and ask why the ticket was closed before it was fixed. Then follow the CSP’s answer below |
| 5a · “It shows green on my portal” | Ask for a screenshot of their portal. Report the ticket to the IX team with the screenshot. Reason code R-PORTAL |
| 5b · “I am fixing it” | Ask why they marked it resolved before it was fixed. Record their answer in their own words and pick the closest reason code |
| 5c · Any other answer | Record it in their own words and pick the closest reason code |
| 3c · Customer did not answer | Record C-DNP. Call the CSP and ask what the issue is. Record what they say and pick the closest reason code. Try the customer again later |
Send the IX team the Kapture ticket ID, the time you called, what the customer or CSP said, and the CSP’s portal screenshot if you have one. These are cases where Wiom’s data and what people see on the ground disagree, and the IX team needs to find out why.
| Who | Ask | Listen for |
|---|---|---|
| Customer | “Kya aapka internet abhi chal raha hai?” (Is your internet working now?) | A clear yes or no. If they are unsure, ask them to open any website or video and tell you |
| Customer, if not working | “Kya aapke CSP ne aapko call karke bataya ki internet kab tak theek ho jayega?” (Did your CSP call you and say when the internet would be fixed?) If yes: “Kab tak ka bola tha?” (By when did they say?) | Yes or no, and the time they were given |
| CSP, if the customer was not told | “Ticket [number] customer ka net abhi bhi band hai. Ticket theek hone se pehle close kyun hua?” (The customer’s internet on ticket [number] is still off. Why was the ticket closed before it was fixed?) | Their reason in their own words |
| CSP, if they say “I am fixing it” | “Theek ho raha hai toh resolve pehle kyun kiya?” (If it is still being fixed, why was it resolved already?) | Why they closed early: time, rating, someone else closed it, or something else |
| CSP, if the portal shows green | “Kya aap apne portal ka screenshot bhej sakte hain?” (Can you send a screenshot of your portal?) | The screenshot, for the IX team |
| CSP, if the customer did not answer | “Ticket [number] customer se baat nahi ho payi, aur router abhi bhi offline dikh raha hai. Kya issue hai?” (We couldn’t reach the customer on ticket [number], and the router still shows offline. What is the issue?) | What the fault is, and whether it is fixed |
Pick one outcome code for the Status column. If you spoke to the CSP, also pick the closest reason code, and write what was said in Remarks.
| Code | Use when |
|---|---|
BACK-BEFORE-CALL | The sheet shows the router back online before you called |
NET-WORKING | The customer says the internet works; reported to the IX team |
COMMITTED | Not working; the CSP had told the customer when it would be fixed |
NO-CALL | Not working; the CSP had not told the customer anything |
C-DNP | The customer did not pick up |
CSP-DNP | You needed the CSP but they did not pick up |
| Code | The CSP says |
|---|---|
R-PORTAL | Their own portal or OLT shows the customer online (green); reported to the IX team |
R-TIME | They closed to stay within time, or to protect their rating |
R-SOMEONE-ELSE | Someone else closed it: the owner, a technician, or they don’t know who |
R-BLOCKER | Something outside their control: road works, area outage, power, home locked |
R-OTHER | Any other reason; write it in Remarks |