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  1. // 20190105235555
  2. // http://amp57.loc/api/customer_treatment/4199019771
  3.  
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"case_history": " *** CASE CREATE Thu Sep 06 15:32:11 CEST 2018 abazic-NoDealer\n\n\n===================== Detailed Description =====================\nKundenproblem:\tInternet, Quality Internet\nKontaktnummer:\t0796352802\nKontaktnotizen:\tjeder zeit\n\nBetroffenes Produkt:\tSunrise Home(0444505500/U0000944598)\n\nNSN:\t0102917465\nLine ID:\tBN00003005462\nProvisioning Code:\t100036:1102917465\n\n====================== Answer / Solution =======================\nBeschreibung:\tKD meldet das er unterbruch und geschwindigkeitsverlust hat.\n\n\nnach anpassung funkt. es einige tage danach wird es wieder schlecht\n\ncoddings sind ersichtlich\n\nhabe profil auf max. belastet da hat er dann auch qualitätsverlust mit tv box.\n\nKundenproblem und Dialogverlauf:\t \nQualität schlecht\n\nStörungsmeldung\nKeine das Anliegen betreffende Störungsmeldung vorhanden\n\nStandort des Kunden:\nKunde ist vor Ort\n\nSymptom Internetqualität:\nUnterbrüche\n\nGute Leitungsqualität erkannt\n\nGeprüfte Verbindungsart:\nDas Problem besteht auch über LAN\n\nAnderes LAN Endgerät:\nAnderes Gerät mit LAN verfügbar\n\nTest mit anderem LAN-Gerät:\nInternet funktioniert auch mit anderem LAN-Gerät nicht\n\nFirewall und Antivirus :\nEs sind keine Programme installiert, welche die Störung verursachen könnten\n\nRouter bereits zurückgesetzt:\nRouter bereits zurückgesetzt\n\nKommunikation Assurance Case-Voraussetzungen\nIch habe dem Kunden mitgeteilt, dass sämtliche Endgeräte angeschlossen und eingeschaltet bleiben müssen\nDer Kunde erlaubt den Zugriff auf die CPE\n\nErfassung der Kontaktdaten\nKontaktnummer:\n0796352802\nKontaktdetails:\njeder zeit\n\nInformation Transfer:\nFall weiterleiten\n\nSpezialisten kontaktieren:\nKontakt erfolgreich\n\nTransfer erfolgreich\n\nErfassung der Case Daten\nCase Titel:\n79WIDWID - VDSL - Quality Internet - Internet\nOP_AD_WIN_Transfer_L2\n\nInteraction Note\nAuthentifizierungs­stufe:\nKunde\nDirection:\nOutbound\nMedium:\nCall\nProduct Group:\nInternet\nTech\nKD meldet das er unterbruch und geschwindigkeitsverlust hat.\n\n\nnach anpassung funkt. es einige tage danach wird es wieder schlecht\n\ncoddings sind ersichtlich\n\nhabe profil auf max. belastet da hat er dann auch qualitätsverlust mit tv box.\nPartner id is empty. Updated to default partner NoDealer\n** CASE DISPATCHED from WIP 'default' to Queue 'OP_AD_WIN_Transfer_L2' Thu Sep 06 15:32:11 CEST 2018 navig8\n\n\n\n\n*** STATUS CHANGE 06.09.2018 15:40:38 weissmann\n\n\n\n*** NOTES 06.09.2018 15:40:38 weissmann Action Type: No action required\n------------------------------\n2nd Level Tech Analyse :\n------------------------------\nService Quality : All Services || \nKundentyp : Vorhanden\nTechnologie : VDSL || VDLS2\nMit Kunden gesprochen ? Ja\nAndere verfügbare Technologien : No\nWSG port status : Up\nValues VDSL :\n\nLast Status Change: 06/09/2018 14:38:33\nNoise Margin: 8 dB up, 8 dB down\nActual Bit Rate: 7720 Kb/s up, 33024 Kb/s down\nAttainable Bit Rate: 9144 Kb/s up, 39296 Kb/s down\nAttenuation: 14 dB up, 24 dB down\nOccupation: 78 % up, 100 % down\n\nReconfig Line ? Nein\nMeasure History : \nCV : X > 500/Tag, 3 Tage aneinander\nResyncs : > 5 Resyncs/Tag, 1 Tag\n\nACS Status : Online\nModem : Sunrise internet Box\nVerkabelung : TT83 Adapter || \nInteraction:\nKd meldet langsames Internet u Unterbrüche -LQD ohne Fehlermeldung, aber teilweise Codings u Resyncs -Modem schon getauscht -erstelle SC TT\n\nNext Action : Swisscom Ticket\n\n\r*** ASSURANCE PIN ASSIGNED TO CASE*** 329483\n\n*** NOTES 06.09.2018 15:48:21 weissmann Action Type: No action required\n\n\n\n*** NOTES 10.09.2018 10:19:48 thamm Action Type: No action required\nConsultcall\n-\nMA spricht von No Service\nCPE up\nRemote ok\nSehe hier kein no service\n\n\n*** NOTES 10.09.2018 10:25:18 thamm Action Type: No action required\nNachtrag:\n10.09.18\t10:17:24\tWLAN-Gerät Anmeldung gescheitert (2,4 GHz): ungültiger WLAN-Schlüssel. MAC-Adresse: 40:9C:28:D5:BF:1D.\n10.09.18\t10:17:10\tWLAN-Anmeldung ist gescheitert (2,4 GHz): Zugangsprüfung fehlgeschlagen. MAC-Adresse: 40:9C:28:D5:BF:1D.\n10.09.18\t10:17:06\tWLAN-Gerät angemeldet, WLAN wird mit voller Leistung reaktiviert (2,4 GHz).\n\n\n*** NOTES 11.09.2018 17:04:38 weissmann Action Type: No action required\nKd unter 0796352802 erreicht -zur Zeit ist es besser -wenn Kd sich nicht mehr meldet kann Case am 18.09 geschlossen werden\n\nLiebe null null, Wir haben Ihre Anfrage C37033550 abschliessend bearbeitet. Gerne möchten wir uns vergewissern, dass Ihre Störung behoben ist.\nWenn Sie unseren Service wieder einwandfrei nutzen können, brauchen Sie nichts weiter zu unternehmen. Besteht das Problem weiterhin, so rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: XXXXX.\nSollten Sie uns bis zum 17.09. nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Der PIN bleibt aber nach Abschluss des Anliegens weitere 7 Tage gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** NOTES 12.09.2018 21:15:06 recicaa Action Type: No action required\nMA meldet sich wegen profil anpasung habe Profil anpasung gemacht KD werds testen \n\n\n*** NOTES 12.09.2018 21:49:50 yueksele Action Type: No action required\nkd meldet sich wegen das gleiche problem. meint das es gleich waehre. \n\n\n*** NOTES 13.09.2018 10:31:17 thamm Action Type: No action required\nTransfer\n-\nQuali 30\nFPC\nParameter \tNoise Margin up \t10 \tdb \t18 \tdb\n \tNoise Margin down \t10 \tdb \t24 \tdb\n \tActual Bit Rate up \t16508 \tkb/s \t7726 \tkb/s\n \tActual Bit Rate down \t77053 \tkb/s \t33017 \tkb/s\n \tAttainable Bit Rate up \t24724 \tkb/s \t24604 \tkb/s\n \tAttainable Bit Rate down \t85910 \tkb/s \t85973 \tkb/s\n \tAttenuation up \t4 \tdb \t4 \tdb\n \tAttenuation down \t9 \tdb \t9 \tdb\n \tCapacity Occupation up \t67 \t% \t31 \t%\n \tCapacity Occupation down \t90 \t% \t38 \t%\n-\nFiber L1 Anschluss hat zu wenig Bandbreite im US\nFritzbox Konverter\nSchicke SIB mit Fiberset\n\n\n\n*** NOTES 13.09.2018 20:42:33 morinaa Action Type: No action required\nKD Angerufen meldet das er immer noch probleme hat mit den internet speed habe den fal an cablex weitergeleitet \n\n\n*** NOTES 17.09.2018 15:24:31 rashitid Action Type: No action required\nruft an : Cablex Techniker Marko\nrufnummer: 0792217501\n\ntechniker ruft an und meldet : \n\nam up kein hanshake garnichts, nur an der dose ist handshake vorhanden. \nzwischen telefondose und verteiler keine BTs ersichtlich - leitung sauber- techniker hat den verdacht dass problem am UP liegt.\n600 fecs - HLOG seht nicht super aus, es macht einen grossen abzweiger am up kein handshake garnichts\n\nerstelle daher SC TT\nsende sms unter: 0792217501\n\nLiebe null null, Wir haben Ihre Anfrage C37033550 zur Bearbeitung an SWISSCOM weitergeleitet. Wir bitten Sie um etwas Geduld und informieren Sie so schnell wie möglich über den neusten Stand. In My Sunrise finden Sie alle Informationen - immer aktuell und wann immer Sie möchten: sunrise.ch/mysunrise oder via My Sunrise App. Ihr technischer Störungsdienst Sunrise\n\n\n*** NOTES 17.09.2018 16:59:40 weissmann Action Type: No action required\n\n\n\n*** NOTES 19.09.2018 16:31:16 weissmann Action Type: No action required\nCB auf 0796352802 -AB erreicht -SC TT war auf falsches SR Home erstellt -es handelt sich um SRH mit TV -erstelle neues SC TT\n\n\n*** NOTES 19.09.2018 16:43:34 weissmann Action Type: No action required\n\n\n\n*** NOTES 19.09.2018 17:49:10 elligsen Action Type: No action required\nMA Yannik meldet sich\nfragt nach aktuellen Stand des Cases\ninformiert\nMA teilt auch mit, wenn Hr Weissmann mit dem KD gerne noch einmal sprechen möchte, er wäre jetzt erreichbar.\n\n\n*** NOTES 19.09.2018 20:19:56 weissmann Action Type: No action required\nKd meldet Konflikt mit downloadspeed -im XIP angepasst\n\n\n*** NOTES 21.09.2018 13:16:34 weissmann Action Type: No action required\nSC hat Kd nicht erreicht sende reminder\n\nLieber Herr Norbert Eisenlohr, Swisscom hatte versucht Sie zu erreichen in Bezug auf die nächsten Schritte zu Ihrem Anliegen C37033550. Wir bitten Sie hiermit sich unter 0800817175 bei Swisscom zu melden, damit ein Termin für einen Besuch eines Service-Technikers vereinbart werden kann. Als Referenz-Nummer gegenüber Swisscom verwenden Sie bitte: NSN 0102087563. Freundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** NOTES 25.09.2018 08:15:13 weissmann Action Type: No action required\nAuftrag durch SCS-Partner in Bearbeitung\n\n\n*** NOTES 27.09.2018 15:14:35 weissmann Action Type: No action required\nCB auf 0796352802 -AB erreicht -gebeten sich zu melden -wenn es nicht besser ist, bitte 512er erstellen auf SR Homeprodukt mit \"TV\" (dies bitte nochmal genau abklären)\n\nLiebe null null, Wir bearbeiten Ihre Anfrage C37033550. Wir haben dazu Fragen, die wir mit Ihnen gerne baldmöglichst klären möchten. Bisher haben wir Sie leider nicht erreicht. Rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 329483.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** NOTES 29.09.2018 08:17:59 weissmann Action Type: No action required\n\n\n\n*** NOTES 01.10.2018 14:11:02 weissmann Action Type: No action required\nKd hat sich nicht gemeldet -sende autoclose\n\nLieber Herr Norbert Eisenlohr, Wir haben Ihre Anfrage C37033550 abschliessend bearbeitet. Gerne möchten wir uns vergewissern, dass Ihre Störung behoben ist.\nWenn Sie unseren Service wieder einwandfrei nutzen können, brauchen Sie nichts weiter zu unternehmen. Besteht das Problem weiterhin, so rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 329483.\nSollten Sie uns innert 2 Werktagen nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Der PIN bleibt aber nach Abschluss des Anliegens weitere 7 Tage gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** NOTES 04.10.2018 08:01:39 weissmann Action Type: No action required\nschließe gem autoclose den Case\n\n\n*** CASE CLOSE 04.10.2018 08:02:43 weissmann\n$Internet 3P$&Service Qualtiy&@Swisscom ticket@#Access#\n\n\n\n*** STATUS CHANGE 10.10.2018 10:47:31 ismailiv\n\n\n\n*** NOTES 10.10.2018 10:47:31 ismailiv Action Type: No action required\nKunde meldet immer noch die gleichen probleme Sc TT:\n\n2 WorkReport 25.09.2018 14:59:57 25.09.2018 14:53 Der Service wurde am Swisscom Hausanschlusskasten (UP / GS) erfolgreich kontrolliert. Swisscom Anschlussleitung ok. 25 min Messung an UP ergiebt 0 cv. (fec und crc) Leitung ist in Ordnung. Problem muss in Hausinstalltion liegen. Gemäss Ticket konnte Cablex Techniker an UP nicht messen aber an digital Steckdose! Also zum einen ist es mir unklar weshalb das so sein sollte. (Wenn man an der Steckdose messen kann ist das Signal immer auch am UP verfügbar) Zum anderen ist mir schleierhaft weshalb wieder ein Tiket für Swisscom eröffnet wird wenn Hausinstallation durch vorheriger Techniker nicht ausgeschlossen werden konnte. (Da nicht klar ist ob am UP die Fehler welche an der Steckdose vorhanden sein sollen auch vorhanden sind!!) Die öffentliche IP des Anschlusses ist: 84.226.41.191 __________________ Es konnte kein Fehler festgestellt werden bis zum UPK \n\nWerde nohmals denn Cablex TT erstellen da klar ist das es nach dem UP der fehler liegt\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_Work-in-Prog' Wed Oct 10 11:00:45 CEST 2018 ismailiv\n\n\n\n\n*** NOTES 12.10.2018 13:26:28 Wassmann Action Type: No action required\n\nCustomer appointment date with Electrician set for:Tue Oct 16 08:00:00 CEST 2018\n\n\n*** NOTES 16.10.2018 11:10:22 hufenreuter Action Type: No action required\nCablex Meldet sich von vor Ort.\nSignal liegt an, Klemme 1 ist korrekt in der Unteren Steigstraße 11\ndie im Ticket genannte NSN war nicht korrekt, habe Cablex informiert und Profil getestet\n\n\n*** NOTES 16.10.2018 11:41:36 mehani Action Type: No action required\nElektriker von Cablex - Gianni Pace meldet HLog schlecht am UP.\nSwisscom war bereits da und Cablex auch , in diesem Fall erstelle ich ein 512 TT.\n\n\n\n\n*** NOTES 18.10.2018 16:48:06 weissmann Action Type: No action required\n\n\n\n*** NOTES 19.10.2018 15:02:51 weissmann Action Type: No action required\n\n\n\n*** NOTES 22.10.2018 09:05:06 zeqiraja Action Type: No action required\nCablex Zentrale meldet sich und sagt das der kd eskaliert\nEs sollte ein 512 Tt sein laut Cablex aber Sc hat nichts bekommen\nLetzten auftrag hat Cablex bekommen aber da ist kein sC TT 512 \nHabe einen 512 nochmal erstellt . \n\n\n*** PHONE LOG (INTERACTION) 22.10.2018 09:14:46 santjer Direction/Type: \nInternal/Call\nDetailed Description\nCablex ruft an. Sie brauchen das 512er-TT auf die Adresse \"Untere Steigstrasse 11, 8444 Henggart\". Es geht also um die NSN=0102087563. \n\nAnswer / Solution\nIch erstelle ein neues 512er-TT und cancelle das SC-TT. \nCablex-Dispo wird ihr falsches TT selbst stornieren. \n\n\n*** PHONE LOG (INTERACTION) 22.10.2018 09:14:47 santjer Direction/Type: \nInternal/Call\nDetailed Description\nCablex ruft an. Sie brauchen das 512er-TT auf die Adresse \"Untere Steigstrasse 11, 8444 Henggart\". Es geht also um die NSN=0102087563. \n\nAnswer / Solution\nIch erstelle ein neues 512er-TT und cancelle das SC-TT. \nCablex-Dispo wird ihr falsches TT selbst stornieren. \n\n\n\n*** NOTES 22.10.2018 09:24:44 Santjer Action Type: No action required\nSMS an 0796352802 egsandt: \n\"Lieber Herr Norbert Eisenlohr, Wir haben Ihre Anfrage C37033550 zur Bearbeitung an SWISSCOM und unsere Partnerfirma CABLEX weitergeleitet. Wir bitten Sie um etwas Geduld und informieren Sie so schnell wie möglich über den neusten Stand. In My Sunrise finden Sie alle Informationen - immer aktuell und wann immer Sie möchten: sunrise.ch/mysunrise oder via My Sunrise App. Ihr technischer Störungsdienst Sunrise\" \n\n\n*** STATUS CHANGE 22.10.2018 09:25:26 Santjer\n\n\n\n*** NOTES 22.10.2018 09:25:26 Santjer Action Type: No action required\nAuf Bitten von Cablex habe ich nun ein neues 512er-TT erstellt. \n** CASE DISPATCHED from WIP 'offen' to Queue 'OPBO_SA_Work-in-Prog' Mon Oct 22 09:25:39 CEST 2018 santjer\n\n\n\n\n*** NOTES 24.10.2018 12:27:52 weissmann Action Type: No action required\n512er in Bearbeitung\n\n\n** STATUS CHANGE from 'Forward - SwisscomAndCablex' to 'Delayed' Sat Oct 27 20:42:01 CEST 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 28.10.2018 10:25:42 weissmann\n\n\n\n*** NOTES 28.10.2018 10:25:42 weissmann Action Type: No action required\nCustomer appointment date with Electrician set for:Mon Oct 29 08:30:00 CET 2018\n\n\n*** NOTES 29.10.2018 09:51:14 ajvazid Action Type: No action required\nCablex ruft an und meldet das SC ein Port wechel und Leitung wechel gamcht haben wir lassen KD 3 tage auf testing sende SMS\n\n\n*** NOTES 29.10.2018 09:53:09 ajvazid Action Type: No action required\nLiebe Herr Norbert Eisenlohr, Wir haben Ihre Anfrage C37033550 abschliessend bearbeitet. Gerne möchten wir uns vergewissern, dass Ihre Störung behoben ist.\nSie haben uns ein Qualitätsproblem gemeldet, deshalb bitten wir Sie Ihren Anschluss die nächsten 72 Stunden zu testen.\nWenn Sie unseren Service wieder einwandfrei nutzen können, brauchen Sie nichts weiter zu unternehmen. Besteht das Problem weiterhin, so rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 329483.\nSollten Sie uns innert 3 Werktagen nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Der PIN bleibt aber nach Abschluss des Anliegens weitere 7 Tage gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** NOTES 31.10.2018 14:00:48 Kaess Action Type: No action required\nDer Fehler liegt bei der Swisscom auf der Leitung bis ins Haus, der HLog ist schlecht.\nSC Techniker hat ein Leitungswechsel an der C10 Säule gemacht und ein Portwechsel im AVE (Zentrale). Hlog ist gut, Messwerte i.o. \nNach 25min 419FEC Fehler und 0CRC Fehler. \nKunde wird ins testing gesetzt. \nBitte nach Abschluss vom Ticket um eine Gutschrift für den Kunde, da er sehr lange Probleme hatte und viel Zeit investiert hat. Danke\nKosten zu Lasten Sunrise/Swisscom...\noutageType: \n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Thu Nov 01 19:41:43 CET 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 03.11.2018 21:49:45 weissmann\n\n\n\n*** NOTES 03.11.2018 21:49:45 weissmann Action Type: No action required\n\n\n\n** STATUS CHANGE from 'Testing' to 'Delayed' Mon Nov 05 19:42:14 CET 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 13.11.2018 09:31:29 weissmann\n\n\n\n*** NOTES 13.11.2018 09:31:29 weissmann Action Type: No action required\n\n\n\n*** NOTES 14.11.2018 15:33:35 weissmann Action Type: No action required\n\n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Thu Nov 15 19:42:17 CET 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 19.11.2018 21:54:35 weissmann\n\n\n\n*** NOTES 19.11.2018 21:54:35 weissmann Action Type: No action required\n\n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Wed Nov 21 19:41:41 CET 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 22.11.2018 19:18:44 weissmann\n\n\n\n*** NOTES 22.11.2018 19:18:44 weissmann Action Type: No action required\n\n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Fri Nov 23 19:41:39 CET 2018 weblogic\n\n\n\n\n*** STATUS CHANGE 25.11.2018 12:48:42 Antonello\n\n\n\n*** NOTES 25.11.2018 12:48:42 Antonello Action Type: No action required\nCb wegen Case \n\nKudne nicht erreicht\nSende Spin.\n---------------------------------------------------------------------------\nLiebe null null, Wir bearbeiten Ihre Anfrage C37033550. Wir haben dazu Fragen, die wir mit Ihnen gerne baldmöglichst klären möchten. Bisher haben wir Sie leider nicht erreicht. Rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 329483.\nSollten Sie uns innert 2 Werktagen nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Der PIN bleibt aber nach Abschluss des Anliegens weitere 7 Tage gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_Work-in-Prog' Sun Nov 25 12:48:52 CET 2018 Antonello\n\n\n\n\n** STATUS CHANGE from 'Customer Action' to 'Delayed' Tue Nov 27 19:42:06 CET 2018 weblogic\n\n\n\n\n*** NOTES 14.12.2018 17:27:25 weissmann Action Type: No action required\nGem TL Winter erstmal nichts unternehmen\n\n\n*** STATUS CHANGE 19.12.2018 08:24:44 HertingD\n\n\n\n*** NOTES 19.12.2018 08:24:44 HertingD Action Type: No action required\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_Work-in-Prog' Wed Dec 19 08:25:18 CET 2018 HertingD\n\n\n\n\n*** NOTES 19.12.2018 08:27:25 HertingD Action Type: No action required\n\n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Thu Dec 20 19:43:06 CET 2018 weblogic\n\n\n\n\n*** NOTES 29.12.2018 11:11:23 winklerd Action Type: No action required\nwie in der lognotes vom 14.12 vermerkt ist unternehme ich nichts und passe das due date an damit nochmal rücksprache mit TL Winter gehalten werden kann ob das Anliegen geschlossen werden kann oder nicht\n\n\n*** STATUS CHANGE 29.12.2018 11:11:44 winklerd\n\n\n\n*** NOTES 29.12.2018 11:11:44 winklerd Action Type: No action required\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_Work-in-Prog' Sat Dec 29 11:12:02 CET 2018 winklerd\n\n\n\n\n** STATUS CHANGE from 'Escalate' to 'Delayed' Mon Dec 31 19:43:23 CET 2018 weblogic\n\n\n\n\n*** NOTES 05.01.2019 13:53:52 hufenreuter Action Type: No action required\n\n",
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  2525. "objid": 311259218,
  2526. "title": "BBCS TT // SR Home // Quality All",
  2527. "s_title": "BBCS TT // SR HOME // QUALITY ALL",
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  2535. "case_history": "*** PHONE LOG 06.09.2018 15:42:52 weissmann Action Type: Incoming call\n***Case Create 06.09.2018 03:43:59:::weissmann\nSUNRISE:\nGuten Tag Swisscom,\nSeit dem 01.08.18 hat das DSL Signal beim Kunden Unterbrüche und Qualitätsprobleme. Es sind Codings und Resyncs ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 30000 down / 7000 up. Es gab bereits einen Austausch des Modems das Problem besteht jedoch weiterhin. Wir bitten Sie das Signal auf Ihrem Port zu überprüfen und das Signal bis zum letzten Punkt des Kundenanschlusses zu verifizieren. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Der Kunde ist erreichbar unter 0796352802. \nFreundliche Grüsse.\n\n\n*** NOTES 06.09.2018 15:44:27 weissmann Action Type: No action required\n\n***** TICKET SUBMITTED ***** - Thu Sep 06 15:46:02 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Thu Sep 06 15:46:02 CEST 2018 weissmann\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Thu Sep 06 15:49:41 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Thu Sep 06 15:49:41 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: dispatching\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Thu Sep 06 16:00:31 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: appointment arranged outside SLA\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Fri Sep 07 11:35:58 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Cancel appointment\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Fri Sep 07 13:13:55 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: on site\n\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Fri Sep 07 13:57:27 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Fri Sep 07 13:57:27 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: 231 - IP-Access Swisscom O.K. (Swisscom Technician)\n\n\n\n*** CASE CLOSE 07.09.2018 20:35:48 weissmann\n\nUpdates for trouble ticket C37032884 not sent to Swisscom BBCS or Swisscom TAL. Ticket is closed.\n",
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  2670. {
  2671. "objid": 311329213,
  2672. "title": "Cablex-TT-SH // Speed probleme ",
  2673. "s_title": "CABLEX-TT-SH // SPEED PROBLEME ",
  2674. "id_number": "C37074965",
  2675. "creation_time": "2018-09-13 20:39:57",
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  2681. "case_history": "*** PHONE LOG 13.09.2018 20:39:57 morinaa Action Type: Incoming call\n***Case Create 13.09.2018 08:40:34:::morinaa\nProduct: Sunrise Home\r\rTechnology: VDSL\rUPK: 334.1-1/1\rLEX: 78HETYHEN\r\rSIP: 0523162850\r\rSpeed Profile: 40000 Down 8000 Up\rAccess Speed: 8000 Down 1000 Up\r\rBesondere Merkmale: Standard\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Ja\r\rProblembeschreibung:\rhat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Swisscom qualifiziert die Leitung des Kunden mit einer Bandbreite von 30000 down / 6000 up. \r\rVerlauf:\rEs gab bisher 1 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. \r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802. \n\n\n*** NOTES 13.09.2018 20:40:56 morinaa Action Type: No action required\n\n\n\n*** NOTES 13.09.2018 20:41:39 morinaa Action Type: No action required\nElectrician Case C37074966 created and process started.\nWorkorder of type Assurance with workorder id 8100542230 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Thu Sep 13 20:41:44 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Thu Sep 13 20:41:59 CEST 2018 morinaa\n\n\nElectrician workorder status changed from Submit to In Progress\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Fri Sep 14 10:43:49 CEST 2018 weblogic\n\n\nCustomer appointment date with Electrician set for:Mon Sep 17 13:00:00 CEST 2018\nElectrician workorder status changed from In Progress to Completed\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Mon Sep 17 16:05:51 CEST 2018 weblogic\n\n\nwarranty: false\ninterventionCompleted: false\nserviceWorking: false\ninterventionFailureReason: null\nelectricianNotes: Messung an CPE, hat 740 FEC und 13 CRC, konnte keine Messung am UP machen da kein Handshake am UP vorhanden somit keine messdaten vom UP, Hausinstallation hat keine Brige Tabs, Leitung verläuft direkt von CPE bis UP. \nSR Rashiti angerufen, eröffnet ein Swisscom Ticket.\noutageType: \nElectrician workorder status changed from Completed to Closed\n\n\n*** CASE CLOSE 18.09.2018 17:09:49 weissmann\n\n",
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  2816. {
  2817. "objid": 311329214,
  2818. "title": "Assurance:Sunrise Home:0796352802:13-Sep-18 20:41:38:::SCUBA VIVA, Norbert Eisen",
  2819. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:13-SEP-18 20:41:38:::SCUBA VIVA, NORBERT EISEN",
  2820. "id_number": "C37074966",
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  2827. "case_history": " *** CASE CREATE Thu Sep 13 20:41:38 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Thu Sep 13 20:41:38 CEST 2018 morinaa\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Thu Sep 13 20:41:39 CEST 2018 morinaa\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100542230 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\nProduct: Sunrise Home\n\nTechnology: VDSL\nUPK: 334.1-1/1\nLEX: 78HETYHEN\n\nSIP: 0523162850\n\nSpeed Profile: 40000 Down 8000 Up\nAccess Speed: 8000 Down 1000 Up\n\nBesondere Merkmale: Standard\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nhat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Swisscom qualifiziert die Leitung des Kunden mit einer Bandbreite von 30000 down / 6000 up.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Thu Sep 13 20:41:44 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to In Progress\nElectrician workorder internal status changed from E0017 to E0005\nFront office notes updated to\nAppointment Date: 17.09.2018 ( 13:00 - 17:00 )KD na 0796352802\n\n\nProduct: Sunrise Home\n\nTechnology: VDSL\nUPK: 334.1-1/1\nLEX: 78HETYHEN\n\nSIP: 0523162850\n\nSpeed Profile: 40000 Down 8000 Up\nAccess Speed: 8000 Down 1000 Up\n\nBesondere Merkmale: Standard\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nhat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Swisscom qualifiziert die Leitung des Kunden mit einer Bandbreite von 30000 down / 6000 up.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\nElectrician workorder internal status changed from E0005 to E0007\nElectrician workorder internal status changed from E0007 to E0008\nElectrician workorder internal status changed from E0008 to E0009\nElectrician workorder status changed from In Progress to Completed\nElectrician workorder internal status changed from E0009 to E0012\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Mon Sep 17 16:05:51 CEST 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\nProvisioning step change to <Get Electrician Report>\nElectrician report response:\n<ns1:GetWorkorderReportResponse xmlns:ns1=\"urn:electrician.types.schemas.crm.sunrise.net\"><ns1:interventionStartTime>2018-09-17T12:45:00.000Z</ns1:interventionStartTime><ns1:interventionEndTime>2018-09-17T13:54:00.000Z</ns1:interventionEndTime><ns1:agentInfo><ns1:firstName>Marco</ns1:firstName><ns1:lastName>Tonkovic</ns1:lastName><ns1:agentId>MA07100977</ns1:agentId></ns1:agentInfo><ns1:additionalWork><ns1:additionalWorkDescription>W Servicetechniker zus&#xE4;tzliche Arbeit/ travail sup</ns1:additionalWorkDescription><ns1:additionalWorkPrice>51.7</ns1:additionalWorkPrice></ns1:additionalWork><ns1:offeredDiscount>21.7</ns1:offeredDiscount><ns1:totalAmount><ns1:totalAdditionalWorkPrice>51.7</ns1:totalAdditionalWorkPrice><ns1:totalAdditionalWorkDiscount>21.7</ns1:totalAdditionalWorkDiscount><ns1:totalAdditionalWorkEndcustomerPrice>30.0</ns1:totalAdditionalWorkEndcustomerPrice></ns1:totalAmount><ns1:warranty>false</ns1:warranty><ns1:interventionCompleted>false</ns1:interventionCompleted><ns1:serviceWorking>false</ns1:serviceWorking><ns1:electricianNotes>Messung an CPE, hat 740 FEC und 13 CRC, konnte keine Messung am UP machen da kein Handshake am UP vorhanden somit keine messdaten vom UP, Hausinstallation hat keine Brige Tabs, Leitung verl&#xE4;uft direkt von CPE bis UP. \nSR Rashiti angerufen, er&#xF6;ffnet ein Swisscom Ticket.</ns1:electricianNotes><ns1:isProblemSolved>false</ns1:isProblemSolved><rootCauses><rootCause>ZZ Andere - siehe Bemerkungen</rootCause><solution></solution><problemType>homeInstallation</problemType></rootCauses><rootCauses><rootCause>ZZ Andere - siehe Bemerkungen</rootCause><solution></solution><problemType>riserZone</problemType></rootCauses><ns1:reportPdf></ns1:reportPdf></ns1:GetWorkorderReportResponse>\n\nProvisioning step change to <All HW Exchanges Completed?>\nNo HW Exchange performed by Electrician on customer site.\nProvisioning step change to <Create Electrician EQ order>\nNo HW exchanges identified - No Equipment created.\nProvisioning step change to <Bill Customer?>\nProvisioning step change to <IsValidBillReport?>\nProvisioning step change to <Is Sync Needed?(CrmProvisioned)>\nProvisioning step change to <Bill Report>\nElectrician workorder status changed from Completed to Closed\n",
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  2962. {
  2963. "objid": 311372171,
  2964. "title": "SC TT - SR Home - Bad Internet",
  2965. "s_title": "SC TT - SR HOME - BAD INTERNET",
  2966. "id_number": "C37093893",
  2967. "creation_time": "2018-09-17 15:24:33",
  2968. "internal_case": "0",
  2969. "hangup_time": "2018-09-17 15:25:37",
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  2973. "case_history": "*** PHONE LOG 17.09.2018 15:24:33 rashitid Action Type: Incoming call\n***Case Create 17.09.2018 03:25:37:::rashitid\nSUNRISE:\rGuten Tag Swisscom,\rSeit dem 06.09.18 Es gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom. Laut Cablex techniker: am up kein hanshake garnichts, nur an der dose ist handshake vorhanden. \rzwischen telefondose und verteiler keine BTs ersichtlich - leitung sauber- techniker hat den verdacht dass problem am UP liegt.\r600 fecs - HLOG seht nicht super aus, es macht einen grossen abzweiger am up kein handshake garnichts.\rWir bitten Sie das Signal auf Ihrem Port zu überprüfen und das Signal bis zum letzten Punkt des Kundenanschlusses zu verifizieren. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind. Der Kunde ist erreichbar unter 0792217501. \rFreundliche Grüsse.\n\n\n*** NOTES 17.09.2018 15:25:53 rashitid Action Type: No action required\n \n***** TICKET SUBMITTED ***** - Mon Sep 17 15:26:16 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Mon Sep 17 15:26:16 CEST 2018 rashitid\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Mon Sep 17 15:26:32 CEST 2018 rashitid\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Mon Sep 17 15:31:32 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Sep 17 15:31:32 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 18 10:54:30 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 18 11:14:52 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n\n*** CASE CLOSE 19.09.2018 16:42:24 weissmann\n\nUpdates for trouble ticket C37093893 not sent to Swisscom BBCS or Swisscom TAL. Ticket is closed.\n",
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  3011. "modify_stmp": "2018-09-19 16:45:40",
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  3013. "arch_ind": "0",
  3014. "is_supercase": "0",
  3015. "dev": "1",
  3016. "case_type_lvl1": "Fault",
  3017. "case_type_lvl2": "Sunrise TV",
  3018. "case_type_lvl3": "N/A",
  3019. "x_tfd": "2018-10-01 15:25:37",
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  3021. "x_destination": null,
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  3023. "x_order_version": "0",
  3024. "x_escalation_level": null,
  3025. "x_occur_date": "2018-09-17 15:25:36",
  3026. "x_report_date": "2018-09-17 15:25:37",
  3027. "x_tfd_org": "2018-10-01 15:25:37",
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  3030. "x_trt": "345600",
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  3032. "x_fault_sla": "Standard",
  3033. "x_part_sla": "Standard",
  3034. "x_next_callback": "2018-09-18 15:25:37",
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  3036. "x_tft": "360000",
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  3038. "x_trd": "2018-10-01 11:25:37",
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  3095. "x_sched_date": "1753-01-01 00:00:00",
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  3108. {
  3109. "objid": 311754196,
  3110. "title": "Assurance:Sunrise Home:0796352802:22-Oct-18 09:03:10:::SCUBA VIVA, Norbert Eisen",
  3111. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:22-OCT-18 09:03:10:::SCUBA VIVA, NORBERT EISEN",
  3112. "id_number": "C37325908",
  3113. "creation_time": "2018-10-22 09:03:10",
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  3115. "hangup_time": "2018-10-22 09:03:10",
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  3117. "phone_num": "0796352802",
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  3119. "case_history": " *** CASE CREATE Mon Oct 22 09:03:10 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Mon Oct 22 09:03:10 CEST 2018 zeqiraja\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Mon Oct 22 09:03:10 CEST 2018 zeqiraja\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100553026 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\n------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Mon Oct 22 09:03:19 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to Cancelled\nElectrician workorder internal status changed from E0017 to E0016\nFront office notes updated to\n22.10.2018 MS: falsche adresse sr schickt neuen\nBUSINESS AUFTRAG! 0587778314\n------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Mon Oct 22 10:03:32 CEST 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\n",
  3120. "topics_title": null,
  3121. "yank_flag": "0",
  3122. "server_status": null,
  3123. "support_type": null,
  3124. "warranty_flag": null,
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  3127. "alt_last_name": null,
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  3138. "site_time": "1753-01-01 00:00:00",
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  3141. "reply_wait_count": "0",
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  3152. "forward_check": "0",
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  3154. "cclist2": null,
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  3156. "ownership_stmp": "1753-01-01 00:00:00",
  3157. "modify_stmp": "2018-10-22 10:03:35",
  3158. "dist": "0",
  3159. "arch_ind": "0",
  3160. "is_supercase": "0",
  3161. "dev": "1",
  3162. "case_type_lvl1": "Electrician",
  3163. "case_type_lvl2": "Assurance",
  3164. "case_type_lvl3": "Sunrise Home",
  3165. "x_tfd": "1753-01-01 00:00:00",
  3166. "x_received_via": "Telephone Call",
  3167. "x_destination": null,
  3168. "x_ordersrv": null,
  3169. "x_order_version": "0",
  3170. "x_escalation_level": null,
  3171. "x_occur_date": "1753-01-01 00:00:00",
  3172. "x_report_date": "2018-10-22 09:03:10",
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  3182. "x_tft": "0",
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  3184. "x_trd": "1753-01-01 00:00:00",
  3185. "x_resp_dept": null,
  3186. "x_short_service_id": null,
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  3188. "x_con_title": "Closed",
  3189. "x_suspension_flag": "0",
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  3238. "case_lvl22hgbst_elm": null,
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  3240. "x_due_date": "2018-10-29 18:00:00",
  3241. "x_sched_date": "1753-01-01 00:00:00",
  3242. "x_case2partner": null,
  3243. "x_case2partnerloc": null,
  3244. "x_expected_handling_dt": "1753-01-01 00:00:00",
  3245. "x_is_notification_disabled": "0",
  3246. "x_is_opened_by_third_party": "0",
  3247. "x_root_cause_survey_id": null,
  3248. "x_is_temp_accept": "0",
  3249. "child_cases": [
  3250.  
  3251. ],
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  3253. },
  3254. {
  3255. "objid": 311403186,
  3256. "title": "BBCS TT // SR Home // Quality",
  3257. "s_title": "BBCS TT // SR HOME // QUALITY",
  3258. "id_number": "C37113288",
  3259. "creation_time": "2018-09-19 16:31:27",
  3260. "internal_case": "0",
  3261. "hangup_time": "2018-09-19 16:39:44",
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  3263. "phone_num": "0796352802",
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  3265. "case_history": "*** PHONE LOG 19.09.2018 16:31:27 weissmann Action Type: Incoming call\n***Case Create 19.09.2018 04:39:44:::weissmann\nSUNRISE:\rGuten Tag Swisscom,\rSeit dem 01.08.18 hat das DSL Signal beim Kunden Unterbrüche und Qualitätsprobleme. Es sind Codings und Resyncs ersichtlich. Es gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom. Laut Cablex techniker: am up kein hanshake garnichts, nur an der dose ist handshake vorhanden. zwischen telefondose und verteiler keine BTs ersichtlich - leitung sauber- techniker hat den verdacht dass problem am UP liegt.600 fecs - HLOG seht nicht super aus, es macht einen grossen abzweiger am up kein handshake garnichts. Es gab bereits einen Austausch des Modems das Problem besteht jedoch weiterhin. \rWir bitten Sie das Signal auf Ihrem Port zu überprüfen und das Signal bis zum letzten Punkt des Kundenanschlusses zu verifizieren. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Der Kunde ist erreichbar unter 0796352802. \rFreundliche Grüsse.\n\n\n*** NOTES 19.09.2018 16:40:09 weissmann Action Type: No action required\n\n***** TICKET SUBMITTED ***** - Wed Sep 19 16:41:44 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Wed Sep 19 16:41:44 CEST 2018 weissmann\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Wed Sep 19 16:47:54 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Wed Sep 19 16:47:54 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: dispatching\n\n\n\n*** NOTES 19.09.2018 20:07:54 bajramaj Action Type: No action required\nHallo Zusammen,\n\nKunde meldet sich erneut und meldet weiterhin probleme mit der Qoualität sowie Verbindungsabbrüche.\nKunde bittet um schnelle Lösung sowie Rückmeldung.\n\nBesten Danke\n***** TICKET UPDATE SENT ***** - Wed Sep 19 20:08:16 CEST 2018\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Thu Sep 20 11:28:05 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: suspended\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Thu Sep 20 11:38:28 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Fri Sep 21 10:08:06 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: suspended\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Sep 24 08:43:35 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Sep 24 13:10:13 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 11:33:41 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Cancel appointment\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 11:43:57 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 13:57:14 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 14:07:32 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 14:58:47 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Received by TT system\n\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Tue Sep 25 15:09:06 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Sep 25 15:09:06 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: 207 - Swisscom O.K.\n\n\n\n*** CASE CLOSE 25.09.2018 15:18:02 weissmann\n\nUpdates for trouble ticket C37113288 not sent to Swisscom BBCS or Swisscom TAL. Ticket is closed.\n",
  3266. "topics_title": null,
  3267. "yank_flag": "0",
  3268. "server_status": null,
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  3270. "warranty_flag": null,
  3271. "support_msg": null,
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  3278. "alt_city": null,
  3279. "alt_state": null,
  3280. "alt_zipcode": null,
  3281. "fcs_cc_notify": "0",
  3282. "symptom_code": null,
  3283. "cure_code": null,
  3284. "site_time": "1753-01-01 00:00:00",
  3285. "alt_prod_serial": null,
  3286. "msg_wait_count": "0",
  3287. "reply_wait_count": "0",
  3288. "reply_state": "0",
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  3293. "doa_check_box": "0",
  3294. "customer_satis": "0",
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  3298. "forward_check": "0",
  3299. "cclist1": null,
  3300. "cclist2": null,
  3301. "keywords": null,
  3302. "ownership_stmp": "1753-01-01 00:00:00",
  3303. "modify_stmp": "2018-09-25 15:21:24",
  3304. "dist": "0",
  3305. "arch_ind": "0",
  3306. "is_supercase": "0",
  3307. "dev": "1",
  3308. "case_type_lvl1": "Fault",
  3309. "case_type_lvl2": "Sunrise TV",
  3310. "case_type_lvl3": "N/A",
  3311. "x_tfd": "2018-10-03 16:39:44",
  3312. "x_received_via": null,
  3313. "x_destination": null,
  3314. "x_ordersrv": null,
  3315. "x_order_version": "0",
  3316. "x_escalation_level": null,
  3317. "x_occur_date": "2018-09-19 16:39:43",
  3318. "x_report_date": "2018-09-19 16:39:44",
  3319. "x_tfd_org": "2018-10-03 16:39:44",
  3320. "x_art": "0",
  3321. "x_callback_freq": "86400",
  3322. "x_trt": "345600",
  3323. "x_trt_org": "0",
  3324. "x_fault_sla": "Standard",
  3325. "x_part_sla": "Standard",
  3326. "x_next_callback": "2018-09-20 16:39:44",
  3327. "x_case_adnumber": null,
  3328. "x_tft": "360000",
  3329. "x_trd_org": "2018-10-03 12:39:44",
  3330. "x_trd": "2018-10-03 12:39:44",
  3331. "x_resp_dept": "OPFA_SF_Overall",
  3332. "x_short_service_id": null,
  3333. "x_related_order_srv": null,
  3334. "x_con_title": "Closed",
  3335. "x_suspension_flag": "0",
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  3348. "respsvrty2gbst_elm": "268441563",
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  3351. "case_reporter2contact": "279049200",
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  3357. "case2address": "283157405",
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  3365. "case_victim2case": "311255441",
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  3368. "case2fin_accnt": null,
  3369. "case2pay_channel": null,
  3370. "case2order": null,
  3371. "case_related2case": null,
  3372. "case2x_sla": "268435556",
  3373. "case2transn_map": null,
  3374. "case2pp_bucket": null,
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  3376. "case_reporter2bus_org": null,
  3377. "alt_bus_org2bus_org": null,
  3378. "alt_address2address": null,
  3379. "case2subscript_ref": null,
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  3381. "case2prepay_acct_ref": null,
  3382. "case2cust_acct_ref": null,
  3383. "case_lvl12hgbst_elm": null,
  3384. "case_lvl22hgbst_elm": null,
  3385. "case_lvl32hgbst_elm": null,
  3386. "x_due_date": "2018-09-19 18:00:00",
  3387. "x_sched_date": "1753-01-01 00:00:00",
  3388. "x_case2partner": null,
  3389. "x_case2partnerloc": null,
  3390. "x_expected_handling_dt": "1753-01-01 00:00:00",
  3391. "x_is_notification_disabled": "0",
  3392. "x_is_opened_by_third_party": "0",
  3393. "x_root_cause_survey_id": null,
  3394. "x_is_temp_accept": "0",
  3395. "child_cases": [
  3396.  
  3397. ],
  3398. "case_queue": null
  3399. },
  3400. {
  3401. "objid": 311705212,
  3402. "title": "Assurance:Sunrise Home:0796352802:16-Oct-18 14:05:25:::SCUBA VIVA, Norbert Eisen",
  3403. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:16-OCT-18 14:05:25:::SCUBA VIVA, NORBERT EISEN",
  3404. "id_number": "C37298120",
  3405. "creation_time": "2018-10-16 14:05:25",
  3406. "internal_case": "0",
  3407. "hangup_time": "2018-10-16 14:05:25",
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  3409. "phone_num": "0796352802",
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  3411. "case_history": " *** CASE CREATE Tue Oct 16 14:05:25 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Tue Oct 16 14:05:26 CEST 2018 MarraG\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Tue Oct 16 14:05:26 CEST 2018 MarraG\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100551676 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Tue Oct 16 14:05:32 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to On Hold\nElectrician workorder internal status changed from E0017 to E0002\nFront office notes updated to\n22.10.2018 / 16.10.2018 kd ist erst am 22.10 erreichbar\n16.10.2018 MS: ACHTUNG SC 512 TICKET! NICHT ANRUFEN!\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802..\nFront office notes updated to\n22.10.2018 / 16.10.2018 kd ist erst am 22.10 erreichbar\n16.10.2018 MS: ACHTUNG SC 512 TICKET! NICHT ANRUFEN!\nBUSINESS AUFTRAG! 0587778314\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802..\nElectrician workorder status changed from On Hold to Cancelled\nElectrician workorder internal status changed from E0002 to E0016\nFront office notes updated to\n22.10.2018 MS: gem. SR müssen wir den Auftrag anullieren. Es gibt einen neuen Auftrag für 512er Ticket.\n22.10.2018 / 16.10.2018 kd ist erst am 22.10 erreichbar\n16.10.2018 MS: ACHTUNG SC 512 TICKET! NICHT ANRUFEN!\nBUSINESS AUFTRAG! 0587778314\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802..\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Mon Oct 22 09:37:21 CEST 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\n",
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  3546. {
  3547. "objid": 311647843,
  3548. "title": "Cablex TT // qqQaulitätsprobleme // Sunrise Home",
  3549. "s_title": "CABLEX TT // QQQAULITÄTSPROBLEME // SUNRISE HOME",
  3550. "id_number": "C37258268",
  3551. "creation_time": "2018-10-10 10:55:02",
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  3557. "case_history": "*** PHONE LOG 10.10.2018 10:55:02 ismailiv Action Type: Incoming call\n***Case Create 10.10.2018 10:56:03:::ismailiv\nProduct: n/a\r\rTechnology: VDSL\rUPK: 349.0-1/4\rLEX: 79WIDWID\r\rSIP: 0444505500, 0444505507, 0444505508\r\rSpeed Profile: 100000 Down 20000 Up\rAccess Speed: 60000 Down 15000 Up\r\rBesondere Merkmale: Standard\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Ja\r\rProblembeschreibung:\rSeit dem 01.09.18 hat der Kunde Unterbrüche und Qualitätsprobleme. \r\rVerlauf:\rEs gab bisher 1 Intervention(en) durch Cablex und 2 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Im letzten Raport ist zu lesen das am Up kein handshak gibt aber an der dose gibt es signal. Hier noch Swisscom Raport :\r\r25.09.2018 14:59:57 25.09.2018 14:53 Der Service wurde am Swisscom Hausanschlusskasten (UP / GS) erfolgreich kontrolliert. Swisscom Anschlussleitung ok. 25 min Messung an UP ergiebt 0 cv. (fec und crc) Leitung ist in Ordnung. Problem muss in Hausinstalltion liegen. Gemäss Ticket konnte Cablex Techniker an UP nicht messen aber an digital Steckdose! Also zum einen ist es mir unklar weshalb das so sein sollte. (Wenn man an der Steckdose messen kann ist das Signal immer auch am UP verfügbar) Zum anderen ist mir schleierhaft weshalb wieder ein Tiket für Swisscom eröffnet wird wenn Hausinstallation durch vorheriger Techniker nicht ausgeschlossen werden konnte. (Da nicht klar ist ob am UP die Fehler welche an der Steckdose vorhanden sein sollen auch vorhanden sind!!) Die öffentliche IP des Anschlusses ist: 84.226.41.191 __________________ Es konnte kein Fehler festgestellt werden bis zum UPK \r\r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802. \n\n\n*** NOTES 10.10.2018 10:56:48 ismailiv Action Type: No action required\n\n\n\n*** NOTES 10.10.2018 10:59:34 ismailiv Action Type: No action required\nElectrician Case C37258271 created and process started.\nWorkorder of type Assurance with workorder id 8100549956 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Wed Oct 10 10:59:41 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Wed Oct 10 11:01:04 CEST 2018 ismailiv\n\n\nElectrician workorder status changed from Submit to In Progress\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Wed Oct 10 15:01:27 CEST 2018 weblogic\n\n\nCustomer appointment date with Electrician set for:Tue Oct 16 08:00:00 CEST 2018\nElectrician workorder status changed from In Progress to Completed\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Tue Oct 16 12:37:04 CEST 2018 weblogic\n\n\nwarranty: false\ninterventionCompleted: false\nserviceWorking: false\ninterventionFailureReason: null\nelectricianNotes: NSN ist die 0102087563...Falsche NSN wurde hinterlegt. Am UP keine Fehler aber HLog ist sehr schlecht. An der Dose gemessen und wenige FEC Fehler und keine CRC Fehler gefunden. 512 Ticket erstellt. Kunde sehr wütend, bitte um eine Gutschrift. Kunde ist vom 17-21 in den Ferien...\nKosten zu Lasten Sunrise\noutageType: \nElectrician workorder status changed from Completed to Approve Billing\nElectrician workorder status changed from Bill Customer to Closed\n\n\n*** CASE CLOSE 22.10.2018 08:56:32 zeqiraja\n\n",
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  3692. {
  3693. "objid": 311705821,
  3694. "title": "Assurance:Sunrise Home:0796352802:16-Oct-18 11:45:16:::SCUBA VIVA, Norbert Eisen",
  3695. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:16-OCT-18 11:45:16:::SCUBA VIVA, NORBERT EISEN",
  3696. "id_number": "C37296233",
  3697. "creation_time": "2018-10-16 11:45:16",
  3698. "internal_case": "0",
  3699. "hangup_time": "2018-10-16 11:45:16",
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"case_history": " *** CASE CREATE Tue Oct 16 11:45:16 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Tue Oct 16 11:45:16 CEST 2018 mehani\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Tue Oct 16 11:45:16 CEST 2018 mehani\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100551623 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Tue Oct 16 11:45:22 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to On Hold\nElectrician workorder internal status changed from E0017 to E0002\nFront office notes updated to\n16.10.2018 MS: ACHTUNG SC 512 TICKET! NICHT ANRUFEN!\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\nElectrician workorder status changed from On Hold to Cancelled\nElectrician workorder internal status changed from E0002 to E0016\nFront office notes updated to\n16.10.2018 SB KD falsche adresse sr schickt neuen\n16.10.2018 MS: ACHTUNG SC 512 TICKET! NICHT ANRUFEN!\n--------------------------------TT CABLEX-----------------------------------\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up.\n\nVerlauf:\nEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind.\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Tue Oct 16 14:46:57 CEST 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\n",
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  3746. "case_type_lvl1": "Electrician",
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  3749. "x_tfd": "1753-01-01 00:00:00",
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  3753. "x_order_version": "0",
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  3756. "x_report_date": "2018-10-16 11:45:16",
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  3768. "x_trd": "1753-01-01 00:00:00",
  3769. "x_resp_dept": null,
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  3772. "x_con_title": "Closed",
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  3825. "x_sched_date": "1753-01-01 00:00:00",
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  3837. },
  3838. {
  3839. "objid": 311705819,
  3840. "title": "512 - BBSC TT / SH / Quality",
  3841. "s_title": "512 - BBSC TT / SH / QUALITY",
  3842. "id_number": "C37296231",
  3843. "creation_time": "2018-10-16 11:41:44",
  3844. "internal_case": "0",
  3845. "hangup_time": "2018-10-16 11:42:06",
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  3847. "phone_num": "0796352802",
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  3849. "case_history": "*** PHONE LOG 16.10.2018 11:41:44 mehani Action Type: Incoming call\n***Case Create 16.10.2018 11:42:06:::mehani\n------------------------------TT SWISSCOM---------------------------------\rTT 512 coordination:\rGuten Tag Swisscom,\rSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up. Es gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom. Wir bitten Sie das VDSL Signal auf der Überführung des Ports in der Zentrale am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Der Kunde ist erreichbar unter 0796352802. Bitte vereinbaren Sie unter 0844222539 einen Termin mit Cablex, damit dass Problem gemeinsam mit einem Cablex-Techniker überprüft werden kann. \rFreundliche Grüsse.\n\n\n*** NOTES 16.10.2018 11:42:26 mehani Action Type: No action required\n\n***** TICKET SUBMITTED ***** - Tue Oct 16 11:43:34 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Tue Oct 16 11:43:34 CEST 2018 mehani\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Tue Oct 16 11:43:52 CEST 2018 mehani\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Tue Oct 16 11:49:19 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Oct 16 11:49:19 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: dispatching\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Tue Oct 16 14:44:08 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: 1st level\n\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Wed Oct 17 14:52:53 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Wed Oct 17 14:52:53 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: 205 - Swisscom-Fault-Hardware\n\n\n\n*** CASE CLOSE 22.10.2018 08:56:19 zeqiraja\n\nUpdates for trouble ticket C37296231 not sent to Swisscom BBCS or Swisscom TAL. Ticket is closed.\n",
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  3878. "customer_satis": "0",
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  3887. "modify_stmp": "2018-10-22 08:59:33",
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  3891. "dev": "1",
  3892. "case_type_lvl1": "Fault",
  3893. "case_type_lvl2": "Sunrise TV",
  3894. "case_type_lvl3": "N/A",
  3895. "x_tfd": "2018-10-30 11:42:07",
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  3906. "x_trt": "345600",
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  3908. "x_fault_sla": "Standard",
  3909. "x_part_sla": "Standard",
  3910. "x_next_callback": "2018-10-17 11:42:07",
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  3912. "x_tft": "360000",
  3913. "x_trd_org": "2018-10-29 17:42:07",
  3914. "x_trd": "2018-10-29 17:42:07",
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  3983. },
  3984. {
  3985. "objid": 311705211,
  3986. "title": "Cablex&SC TT//512 Quality Issue",
  3987. "s_title": "CABLEX&SC TT//512 QUALITY ISSUE",
  3988. "id_number": "C37298119",
  3989. "creation_time": "2018-10-16 14:01:12",
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  3995. "case_history": "*** PHONE LOG 16.10.2018 14:01:12 MarraG Action Type: Incoming call\n***Case Create 16.10.2018 02:02:09:::MarraG\nProduct: n/a\r\rTechnology: VDSL\rUPK: 349.0-1/4\rLEX: 79WIDWID\r\rSIP: 0444505500, 0444505507, 0444505508\r\rSpeed Profile: 100000 Down 20000 Up\rAccess Speed: 60000 Down 15000 Up\r\rBesondere Merkmale: TT 512 Abstimmung mit Swisscom\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Ja\r\rProblembeschreibung:\rSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up. \r\rVerlauf:\rEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind. \r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802.\n\n\n*** NOTES 16.10.2018 14:03:53 MarraG Action Type: No action required\n\n\n\n*** NOTES 16.10.2018 14:05:26 MarraG Action Type: No action required\nElectrician Case C37298120 created and process started.\nWorkorder of type Assurance with workorder id 8100551676 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Tue Oct 16 14:05:32 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'DEFAULT' to Queue 'OPBO_SA_InWork_3rdPty' Tue Oct 16 14:06:21 CEST 2018 MarraG\n\n\nElectrician workorder status changed from Submit to On Hold\n\n\n** STATUS CHANGE from 'Submit' to 'On hold' Tue Oct 16 15:05:58 CEST 2018 weblogic\n\n\n\n\n*** CASE CLOSE 22.10.2018 08:57:00 zeqiraja\n\nElectrician workorder status changed from On Hold to Cancelled\n",
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  4040. "case_type_lvl3": "N/A",
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  4130. {
  4131. "objid": 311647846,
  4132. "title": "Assurance:Sunrise Home:0796352802:10-Oct-18 10:59:34:::SCUBA VIVA, Norbert Eisen",
  4133. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:10-OCT-18 10:59:34:::SCUBA VIVA, NORBERT EISEN",
  4134. "id_number": "C37258271",
  4135. "creation_time": "2018-10-10 10:59:34",
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  4141. "case_history": " *** CASE CREATE Wed Oct 10 10:59:34 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Wed Oct 10 10:59:34 CEST 2018 ismailiv\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Wed Oct 10 10:59:34 CEST 2018 ismailiv\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100549956 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: Standard\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 01.09.18 hat der Kunde Unterbrüche und Qualitätsprobleme.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Cablex und 2 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Im letzten Raport ist zu lesen das am Up kein handshak gibt aber an der dose gibt es signal. Hier noch Swisscom Raport :\n\n25.09.2018 14:59:57 25.09.2018 14:53 Der Service wurde am Swisscom Hausanschlusskasten (UP / GS) erfolgreich kontrolliert. Swisscom Anschlussleitung ok. 25 min Messung an UP ergiebt 0 cv. (fec und crc) Leitung ist in Ordnung. Problem muss in Hausinstalltion liegen. Gemäss Ticket konnte Cablex Techniker an UP nicht messen aber an digital Steckdose! Also zum einen ist es mir unklar weshalb das so sein sollte. (Wenn man an der Steckdose messen kann ist das Signal immer auch am UP verfügbar) Zum anderen ist mir schleierhaft weshalb wieder ein Tiket für Swisscom eröffnet wird wenn Hausinstallation durch vorheriger Techniker nicht ausgeschlossen werden konnte. (Da nicht klar ist ob am UP die Fehler welche an der Steckdose vorhanden sein sollen auch vorhanden sind!!) Die öffentliche IP des Anschlusses ist: 84.226.41.191 __________________ Es konnte kein Fehler festgestellt werden bis zum UPK. Zu lasten Sunrise\n\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Wed Oct 10 10:59:41 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to In Progress\nElectrician workorder internal status changed from E0017 to E0005\nFront office notes updated to\nAppointment Date: 16.10.2018 ( 08:00 - 12:00 ); 30min vorher anrufen 0796352802\nProduct: n/a\n\nTechnology: VDSL\nUPK: 349.0-1/4\nLEX: 79WIDWID\n\nSIP: 0444505500, 0444505507, 0444505508\n\nSpeed Profile: 100000 Down 20000 Up\nAccess Speed: 60000 Down 15000 Up\n\nBesondere Merkmale: Standard\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Ja\n\nProblembeschreibung:\nSeit dem 01.09.18 hat der Kunde Unterbrüche und Qualitätsprobleme.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Cablex und 2 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Im letzten Raport ist zu lesen das am Up kein handshak gibt aber an der dose gibt es signal. Hier noch Swisscom Raport :\n\n25.09.2018 14:59:57 25.09.2018 14:53 Der Service wurde am Swisscom Hausanschlusskasten (UP / GS) erfolgreich kontrolliert. Swisscom Anschlussleitung ok. 25 min Messung an UP ergiebt 0 cv. (fec und crc) Leitung ist in Ordnung. Problem muss in Hausinstalltion liegen. Gemäss Ticket konnte Cablex Techniker an UP nicht messen aber an digital Steckdose! Also zum einen ist es mir unklar weshalb das so sein sollte. (Wenn man an der Steckdose messen kann ist das Signal immer auch am UP verfügbar) Zum anderen ist mir schleierhaft weshalb wieder ein Tiket für Swisscom eröffnet wird wenn Hausinstallation durch vorheriger Techniker nicht ausgeschlossen werden konnte. (Da nicht klar ist ob am UP die Fehler welche an der Steckdose vorhanden sein sollen auch vorhanden sind!!) Die öffentliche IP des Anschlusses ist: 84.226.41.191 __________________ Es konnte kein Fehler festgestellt werden bis zum UPK. Zu lasten Sunrise\n\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\nElectrician workorder internal status changed from E0005 to E0008\nElectrician workorder status changed from In Progress to Completed\nElectrician workorder internal status changed from E0008 to E0012\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Tue Oct 16 12:37:04 CEST 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\nProvisioning step change to <Get Electrician Report>\nElectrician report response:\n<ns1:GetWorkorderReportResponse xmlns:ns1=\"urn:electrician.types.schemas.crm.sunrise.net\"><ns1:interventionStartTime>2018-10-16T09:43:00.000Z</ns1:interventionStartTime><ns1:interventionEndTime>2018-10-16T10:28:00.000Z</ns1:interventionEndTime><ns1:agentInfo><ns1:firstName>Giambattista</ns1:firstName><ns1:lastName>Pace</ns1:lastName><ns1:agentId>MA07101027</ns1:agentId></ns1:agentInfo><ns1:additionalWork><ns1:additionalWorkDescription>W Servicetechniker zus&#xE4;tzliche Arbeit/ travail sup</ns1:additionalWorkDescription><ns1:additionalWorkPrice>155.1</ns1:additionalWorkPrice></ns1:additionalWork><ns1:offeredDiscount>244.1</ns1:offeredDiscount><ns1:totalAmount><ns1:totalAdditionalWorkPrice>155.1</ns1:totalAdditionalWorkPrice><ns1:totalAdditionalWorkDiscount>155.1</ns1:totalAdditionalWorkDiscount><ns1:totalPackageDiscount>89.0</ns1:totalPackageDiscount></ns1:totalAmount><ns1:warranty>false</ns1:warranty><ns1:interventionCompleted>false</ns1:interventionCompleted><ns1:serviceWorking>false</ns1:serviceWorking><ns1:electricianNotes>NSN ist die 0102087563...Falsche NSN wurde hinterlegt. Am UP keine Fehler aber HLog ist sehr schlecht. An der Dose gemessen und wenige FEC Fehler und keine CRC Fehler gefunden. 512 Ticket erstellt. Kunde sehr w&#xFC;tend, bitte um eine Gutschrift. Kunde ist vom 17-21 in den Ferien...\nKosten zu Lasten Sunrise</ns1:electricianNotes><ns1:isProblemSolved>false</ns1:isProblemSolved><ns1:reportPdf></ns1:reportPdf></ns1:GetWorkorderReportResponse>\n\nProvisioning step change to <Create Electrician EQ order>\nNo HW exchanges identified - No Equipment created.\nProvisioning step change to <Bill Customer?>\nProvisioning step change to <IsValidBillReport?>\nSend to manual validation because discount value is too big.\nElectrician workorder status changed from Completed to Approve Billing\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Tue Oct 16 12:37:10 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\n\n\n*** T & E LOG 16.10.2018 12:37:09 gashien\nTime: 000 00:00; Expense: 140.70\nNSN ist die 0102087563...Falsche NSN wurde hinterlegt. Am UP keine Fehler aber HLog ist sehr schlecht. An der Dose gemessen und wenige FEC Fehler und keine CRC Fehler gefunden. 512 Ticket erstellt. Kunde sehr wütend, bitte um eine Gutschrift. Kunde ist vom 17-21 in den Ferien...\nKosten zu Lasten Sunrise\n\n\n*** T & E LOG 16.10.2018 12:37:09 gashien\nTime: 000 00:00; Expense: 140.70\nNSN ist die 0102087563...Falsche NSN wurde hinterlegt. Am UP keine Fehler aber HLog ist sehr schlecht. An der Dose gemessen und wenige FEC Fehler und keine CRC Fehler gefunden. 512 Ticket erstellt. Kunde sehr wütend, bitte um eine Gutschrift. Kunde ist vom 17-21 in den Ferien...\nKosten zu Lasten Sunrise\nManual action 'RestartNextStep' applied by gashien with reason null\n** CASE DISPATCHED from Queue 'OPBO_SA_BillApprove' to Queue 'IT_Electr_Case_Proc_at' Tue Oct 16 15:59:02 CEST 2018 gashien\n\n\nCase dispatched to IT_Electr_Case_Proc_at (ELECTRICIAN_DEFAULT_QUEUE)\nProvisioning step change to <Is Sync Needed?(CrmProvisioned)>\nProvisioning step change to <Bill Report>\nElectrician workorder status changed from Bill Customer to Closed\nProvisioning step change to <All HW Exchanges Completed?>\nNo HW Exchange performed by Electrician on customer site.\n",
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  4179. "modify_stmp": "2018-10-16 15:59:05",
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  4184. "case_type_lvl1": "Electrician",
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  4186. "case_type_lvl3": "Sunrise Home",
  4187. "x_tfd": "1753-01-01 00:00:00",
  4188. "x_received_via": "Telephone Call",
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  4191. "x_order_version": "0",
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  4233. "case2address": "283157405",
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  4278. "title": "512er-SC-TT | Surnise Home VDSL | Qualitätseinbussen",
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  4287. "case_history": "*** PHONE LOG 22.10.2018 09:19:45 Santjer Action Type: Incoming call\n***Case Create 22.10.2018 09:20:26:::santjer\n------------------------------TT SWISSCOM---------------------------------\rTT 512 coordination:\rGuten Tag Swisscom,\rSeit der Aufschaltung und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom. Wir bitten Sie das VDSL Signal auf der Überführung des Ports in der Zentrale am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Wir bitten Sie die Leitung zu wechseln. Der Kunde ist erreichbar unter 0796352802. Bitte vereinbaren Sie unter 0844222539 einen Termin mit Cablex, damit dass Problem gemeinsam mit einem Cablex-Techniker überprüft werden kann. \rFreundliche Grüsse.\n\n\n*** NOTES 22.10.2018 09:21:12 Santjer Action Type: No action required\n\n***** TICKET SUBMITTED ***** - Mon Oct 22 09:21:45 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Mon Oct 22 09:21:45 CEST 2018 santjer\n\n\n** CASE DISPATCHED from WIP 'offen' to Queue 'OPBO_SA_InWork_3rdPty' Mon Oct 22 09:21:59 CEST 2018 santjer\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Mon Oct 22 09:27:29 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 22 09:27:30 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: dispatching\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 22 10:18:44 CEST 2018\nSUBMITTER: WSG Inbound\nTEXT: appointment arranged\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 22 10:28:48 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: appointment arranged outside SLA\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Fri Oct 26 08:25:43 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: Cancel appointment\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 29 08:35:34 CET 2018\nSUBMITTER: SYSTEM\nTEXT: on site\n\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Mon Oct 29 09:51:30 CET 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 29 09:51:30 CET 2018\nSUBMITTER: SYSTEM\nTEXT: 205 - Swisscom-Fault-Hardware\n\n\n\n*** CASE CLOSE 29.10.2018 09:55:47 weissmann\n\nUpdates for trouble ticket C37328674 not sent to Swisscom BBCS or Swisscom TAL. Ticket is closed.\n",
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  4424. "title": "512er-Cablöex-TT | Sunrise Home VDSL | Qualitätseinbussen",
  4425. "s_title": "512ER-CABLÖEX-TT | SUNRISE HOME VDSL | QUALITÄTSEINBUSSEN",
  4426. "id_number": "C37328675",
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  4433. "case_history": "*** PHONE LOG 22.10.2018 09:22:04 Santjer Action Type: Incoming call\n***Case Create 22.10.2018 09:22:51:::santjer\n\r--------------------------------TT CABLEX-----------------------------------\rProduct: Sunrise Home\r\rTechnology: VDSL\rUPK: 334.1-1/1\rLEX: 78HETYHEN\r\rSIP: 0523162850\r\rSpeed Profile: 40000 Down 8000 Up\rAccess Speed: 30000 Down 7000 Up\r\rBesondere Merkmale: TT 512 Abstimmung mit Swisscom\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Nein\r\rProblembeschreibung:\rSeit der Aufschaltung und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. \r\rVerlauf:\rEs gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Mitnahme eines Modems und einer Ersatz-TV Box . \r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802. \n\n\n*** NOTES 22.10.2018 09:22:57 Santjer Action Type: No action required\n\n\n\n*** NOTES 22.10.2018 09:23:34 Santjer Action Type: No action required\nElectrician Case C37328676 created and process started.\nWorkorder of type Assurance with workorder id 8100553035 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Mon Oct 22 09:23:46 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'offen' to Queue 'OPBO_SA_InWork_3rdPty' Mon Oct 22 09:23:50 CEST 2018 santjer\n\n\nElectrician workorder status changed from Submit to In Progress\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Mon Oct 22 10:24:05 CEST 2018 weblogic\n\n\nCustomer appointment date with Electrician set for:Mon Oct 29 08:30:00 CET 2018\nElectrician workorder status changed from In Progress to Completed\n\n\n** STATUS CHANGE from 'In progress' to 'Solved' Mon Oct 29 11:13:34 CET 2018 weblogic\n\n\nwarranty: false\ninterventionCompleted: false\nserviceWorking: false\ninterventionFailureReason: null\nelectricianNotes: Der Fehler liegt bei der Swisscom auf der Leitung bis ins Haus, der HLog ist schlecht.\nSC Techniker hat ein Leitungswechsel an der C10 Säule gemacht und ein Portwechsel im AVE (Zentrale). Hlog ist gut, Messwerte i.o. \nNach 25min 419FEC Fehler und 0CRC Fehler. \nKunde wird ins testing gesetzt. \nBitte nach Abschluss vom Ticket um eine Gutschrift für den Kunde, da er sehr lange Probleme hatte und viel Zeit investiert hat. Danke\nKosten zu Lasten Sunrise/Swisscom...\noutageType: \nElectrician workorder status changed from Completed to Approve Billing\nElectrician workorder status changed from Bill Customer to Closed\n\n\n*** CASE CLOSE 31.10.2018 14:00:30 Kaess\n\n",
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  4568. {
  4569. "objid": 311705820,
  4570. "title": "512 - Cablex TT / SH / Quality",
  4571. "s_title": "512 - CABLEX TT / SH / QUALITY",
  4572. "id_number": "C37296232",
  4573. "creation_time": "2018-10-16 11:44:18",
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  4575. "hangup_time": "2018-10-16 11:44:31",
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  4579. "case_history": "*** PHONE LOG 16.10.2018 11:44:18 mehani Action Type: Incoming call\n***Case Create 16.10.2018 11:44:31:::mehani\n--------------------------------TT CABLEX-----------------------------------\rProduct: n/a\r\rTechnology: VDSL\rUPK: 349.0-1/4\rLEX: 79WIDWID\r\rSIP: 0444505500, 0444505507, 0444505508\r\rSpeed Profile: 100000 Down 20000 Up\rAccess Speed: 60000 Down 15000 Up\r\rBesondere Merkmale: TT 512 Abstimmung mit Swisscom\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Ja\r\rProblembeschreibung:\rSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up. \r\rVerlauf:\rEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind. \r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802.\n\n\n*** NOTES 16.10.2018 11:44:37 mehani Action Type: No action required\n\n\n\n*** NOTES 16.10.2018 11:45:16 mehani Action Type: No action required\nElectrician Case C37296233 created and process started.\nWorkorder of type Assurance with workorder id 8100551623 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Tue Oct 16 11:45:21 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Tue Oct 16 11:45:29 CEST 2018 mehani\n\n\nElectrician workorder status changed from Submit to On Hold\n\n\n** STATUS CHANGE from 'Submit' to 'On hold' Tue Oct 16 12:46:01 CEST 2018 weblogic\n\n\nElectrician workorder status changed from On Hold to Cancelled\n\n\n*** CASE CLOSE 22.10.2018 08:56:51 zeqiraja\n\n",
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  4714. {
  4715. "objid": 311758474,
  4716. "title": "Assurance:Sunrise Home:0796352802:22-Oct-18 09:23:33:::SCUBA VIVA, Norbert Eisen",
  4717. "s_title": "ASSURANCE:SUNRISE HOME:0796352802:22-OCT-18 09:23:33:::SCUBA VIVA, NORBERT EISEN",
  4718. "id_number": "C37328676",
  4719. "creation_time": "2018-10-22 09:23:33",
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"case_history": " *** CASE CREATE Mon Oct 22 09:23:33 CEST 2018 weblogic-null\n\n\n\n\n** STATUS CHANGE from 'New' to 'Confirmed' Mon Oct 22 09:23:33 CEST 2018 santjer\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'IT_Electr_Case_Proc_at' Mon Oct 22 09:23:33 CEST 2018 santjer\n\n\nProvisioning step change to <Is Sync Needed?(TalAccepted)>\nProvisioning step change to <Create WorkOrder>\nElectrician workorder status changed from New to Submit\nElectrician workorder internal status changed from to E0017\nWorkorder of type Assurance with workorder id 8100553035 submited to electrician partner.\nProvisioning step change to <Is Workorder Done?>\nFront office notes updated to\n\n--------------------------------TT CABLEX-----------------------------------\nProduct: Sunrise Home\n\nTechnology: VDSL\nUPK: 334.1-1/1\nLEX: 78HETYHEN\n\nSIP: 0523162850\n\nSpeed Profile: 40000 Down 8000 Up\nAccess Speed: 30000 Down 7000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Nein\n\nProblembeschreibung:\nSeit der Aufschaltung und mehrfacher Interventionen hat der Kunde Qualitätsprobleme.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Mitnahme eines Modems und einer Ersatz-TV Box .\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Mon Oct 22 09:23:46 CEST 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\nElectrician workorder status changed from Submit to In Progress\nElectrician workorder internal status changed from E0017 to E0005\nFront office notes updated to\nSC TICKET Appointment Date: 29.10.2018 FIX ( 08:30 ) Gemeinsam mit SC. KD ist informiert. 0796352802\n22.10.2018 BITTE NICHT ANRUFEN SC TICKET\n--------------------------------TT CABLEX-----------------------------------\nProduct: Sunrise Home\n\nTechnology: VDSL\nUPK: 334.1-1/1\nLEX: 78HETYHEN\n\nSIP: 0523162850\n\nSpeed Profile: 40000 Down 8000 Up\nAccess Speed: 30000 Down 7000 Up\n\nBesondere Merkmale: TT 512 Abstimmung mit Swisscom\n\nSymptom: Service Quality\n\nService Bereits schon mal Funktioniert? Nein\n\nProblembeschreibung:\nSeit der Aufschaltung und mehrfacher Interventionen hat der Kunde Qualitätsprobleme.\n\nVerlauf:\nEs gab bisher 1 Intervention(en) durch Cablex und 1 Intervention(en) durch Swisscom.\n\nAuftrag:\nWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Mitnahme eines Modems und einer Ersatz-TV Box .\n\nKundendaten:\nDer Kunde ist erreichbar unter 0796352802.\nElectrician workorder internal status changed from E0005 to E0007\nElectrician workorder internal status changed from E0007 to E0009\nElectrician workorder status changed from In Progress to Completed\nElectrician workorder internal status changed from E0009 to E0012\n\n\n** STATUS CHANGE from 'Pending' to 'Confirmed' Mon Oct 29 11:13:35 CET 2018 weblogic\n\n\nProvisioning step change to <Is Workorder Done?>\nProvisioning step change to <Workorder finish succesfully?>\nProvisioning step change to <Get Electrician Report>\nElectrician report response:\n<ns1:GetWorkorderReportResponse xmlns:ns1=\"urn:electrician.types.schemas.crm.sunrise.net\"><ns1:interventionStartTime>2018-10-29T07:24:00.000Z</ns1:interventionStartTime><ns1:interventionEndTime>2018-10-29T09:59:00.000Z</ns1:interventionEndTime><ns1:agentInfo><ns1:firstName>Giambattista</ns1:firstName><ns1:lastName>Pace</ns1:lastName><ns1:agentId>MA07101027</ns1:agentId></ns1:agentInfo><ns1:additionalWork><ns1:additionalWorkDescription>W Servicetechniker zus&#xE4;tzliche Arbeit/ travail sup</ns1:additionalWorkDescription><ns1:additionalWorkPrice>258.5</ns1:additionalWorkPrice></ns1:additionalWork><ns1:offeredDiscount>347.5</ns1:offeredDiscount><ns1:totalAmount><ns1:totalAdditionalWorkPrice>258.5</ns1:totalAdditionalWorkPrice><ns1:totalAdditionalWorkDiscount>258.5</ns1:totalAdditionalWorkDiscount><ns1:totalPackageDiscount>89.0</ns1:totalPackageDiscount></ns1:totalAmount><ns1:warranty>false</ns1:warranty><ns1:interventionCompleted>false</ns1:interventionCompleted><ns1:serviceWorking>false</ns1:serviceWorking><ns1:electricianNotes>Der Fehler liegt bei der Swisscom auf der Leitung bis ins Haus, der HLog ist schlecht.\nSC Techniker hat ein Leitungswechsel an der C10 S&#xE4;ule gemacht und ein Portwechsel im AVE (Zentrale). Hlog ist gut, Messwerte i.o. \nNach 25min 419FEC Fehler und 0CRC Fehler. \nKunde wird ins testing gesetzt. \nBitte nach Abschluss vom Ticket um eine Gutschrift f&#xFC;r den Kunde, da er sehr lange Probleme hatte und viel Zeit investiert hat. Danke\nKosten zu Lasten Sunrise/Swisscom...</ns1:electricianNotes><ns1:isProblemSolved>false</ns1:isProblemSolved><rootCauses><rootCause>ZZ Andere - siehe Bemerkungen</rootCause><solution>ZZ Andere - siehe Bemerkungen</solution><problemType>accessNetwork</problemType></rootCauses><ns1:reportPdf></ns1:reportPdf></ns1:GetWorkorderReportResponse>\n\nProvisioning step change to <Bill Customer?>\nProvisioning step change to <IsValidBillReport?>\nSend to manual validation because discount value is too big.\nElectrician workorder status changed from Completed to Approve Billing\n\n\n** STATUS CHANGE from 'Confirmed' to 'Pending' Mon Oct 29 11:13:48 CET 2018 weblogic\n\n\nEnding process execution. Process Status is: SUSPEND\n\n\n*** T & E LOG 29.10.2018 11:13:46 behluli\nTime: 000 00:00; Expense: 140.70\nDer Fehler liegt bei der Swisscom auf der Leitung bis ins Haus, der HLog ist schlecht.\nSC Techniker hat ein Leitungswechsel an der C10 Säule gemacht und ein Portwechsel im AVE (Zentrale). Hlog ist gut, Messwerte i.o. \nNach 25min 419FEC Fehler und 0CRC Fehler. \nKunde wird ins testing gesetzt. \nBitte nach Abschluss vom Ticket um eine Gutschrift für den Kunde, da er sehr lange Probleme hatte und viel Zeit investiert hat. Danke\nKosten zu Lasten Sunrise/Swisscom...\n\n\n*** T & E LOG 29.10.2018 11:13:46 behluli\nTime: 000 00:00; Expense: 140.70\nDer Fehler liegt bei der Swisscom auf der Leitung bis ins Haus, der HLog ist schlecht.\nSC Techniker hat ein Leitungswechsel an der C10 Säule gemacht und ein Portwechsel im AVE (Zentrale). Hlog ist gut, Messwerte i.o. \nNach 25min 419FEC Fehler und 0CRC Fehler. \nKunde wird ins testing gesetzt. \nBitte nach Abschluss vom Ticket um eine Gutschrift für den Kunde, da er sehr lange Probleme hatte und viel Zeit investiert hat. Danke\nKosten zu Lasten Sunrise/Swisscom...\nManual action 'RestartNextStep' applied by behluli with reason null\n** CASE DISPATCHED from Queue 'OPBO_SA_BillApprove' to Queue 'IT_Electr_Case_Proc_at' Mon Oct 29 11:20:56 CET 2018 behluli\n\n\nCase dispatched to IT_Electr_Case_Proc_at (ELECTRICIAN_DEFAULT_QUEUE)\nProvisioning step change to <Is Sync Needed?(CrmProvisioned)>\nProvisioning step change to <Bill Report>\nElectrician workorder status changed from Bill Customer to Closed\nProvisioning step change to <All HW Exchanges Completed?>\nNo HW Exchange performed by Electrician on customer site.\nProvisioning step change to <Create Electrician EQ order>\nNo HW exchanges identified - No Equipment created.\n",
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  4862. "title": "Cablex TT 512 / Sh / Quality ",
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  4865. "creation_time": "2018-10-22 09:01:20",
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  4871. "case_history": "*** PHONE LOG 22.10.2018 09:01:20 zeqiraja Action Type: Incoming call\n***Case Create 22.10.2018 09:01:53:::zeqiraja\nProduct: n/a\r\rTechnology: VDSL\rUPK: 349.0-1/4\rLEX: 79WIDWID\r\rSIP: 0444505500, 0444505507, 0444505508\r\rSpeed Profile: 100000 Down 20000 Up\rAccess Speed: 60000 Down 15000 Up\r\rBesondere Merkmale: TT 512 Abstimmung mit Swisscom\r\rSymptom: Service Quality\r\rService Bereits schon mal Funktioniert? Ja\r\rProblembeschreibung:\rSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up. \r\rVerlauf:\rEs gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom. \r\rAuftrag:\rWir bitten Sie das VDSL Signal am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration zu Swisscom korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Bitte Langzeitmessung von 5-10 Minuten am UP tätigen, CRC und FEC Fehler bitte im Rapport notieren. Besten Dank im Voraus für die Kontaktaufnahme unter 0587778314, wenn Sie vor Ort sind. \r\rKundendaten:\rDer Kunde ist erreichbar unter 0796352802.\n\n\n*** NOTES 22.10.2018 09:02:16 zeqiraja Action Type: No action required\n\n\n\n*** NOTES 22.10.2018 09:03:10 zeqiraja Action Type: No action required\nElectrician Case C37325908 created and process started.\nWorkorder of type Assurance with workorder id 8100553026 submited to electrician partner.\n\n\n** STATUS CHANGE from 'New' to 'Submit' Mon Oct 22 09:03:19 CEST 2018 weblogic\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Mon Oct 22 09:03:34 CEST 2018 zeqiraja\n\n\n\n\n*** CASE CLOSE 22.10.2018 09:26:17 Santjer\nfalsche Adresse\nElectrician workorder status changed from Submit to Cancelled\n",
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  5006. {
  5007. "objid": 311754193,
  5008. "title": "SC TT 512 - SH - Quality",
  5009. "s_title": "SC TT 512 - SH - QUALITY",
  5010. "id_number": "C37325905",
  5011. "creation_time": "2018-10-22 08:57:32",
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  5017. "case_history": "*** PHONE LOG 22.10.2018 08:57:32 zeqiraja Action Type: Incoming call\n***Case Create 22.10.2018 08:58:03:::zeqiraja\nTT 512 coordination:\rGuten Tag Swisscom,\rSeit dem 06.09.18 und mehrfacher Interventionen hat der Kunde Qualitätsprobleme. Es sind Codings ersichtlich. Die geschätzte höchstmögliche Bandbreite des Anschlusses beträgt gemäss Ihren Angaben 50000 down / 10000 up. Es gab bisher 2 Intervention(en) durch Cablex und 3 Intervention(en) durch Swisscom. Wir bitten Sie das VDSL Signal auf der Überführung des Ports in der Zentrale am UPK zu überprüfen. Bitte stellen Sie sicher, dass die Dienste bis zur Kundeninstallation verfügbar sind. Bitte stellen Sie sicher, dass die Konfiguration des Ports korrekt ist und überprüfen Sie, ob es möglich ist, eine gültige WAN-IP zu beziehen. Der Kunde ist erreichbar unter 0796352802. Bitte vereinbaren Sie unter 0844222539 einen Termin mit Cablex, damit dass Problem gemeinsam mit einem Cablex-Techniker überprüft werden kann. \rFreundliche Grüsse.\n\n\n*** NOTES 22.10.2018 08:58:53 zeqiraja Action Type: No action required\n\n***** TICKET SUBMITTED ***** - Mon Oct 22 08:59:28 CEST 2018\n\n\n** STATUS CHANGE from 'New' to 'Submit' Mon Oct 22 08:59:28 CEST 2018 zeqiraja\n\n\n** CASE DISPATCHED from WIP 'default' to Queue 'OPBO_SA_InWork_3rdPty' Mon Oct 22 08:59:47 CEST 2018 zeqiraja\n\n\n\n\n** STATUS CHANGE from 'Submit' to 'In progress' Mon Oct 22 09:07:28 CEST 2018 webuser\n\n\n\n***** SWISSCOM BBCS HANDLING UNIT WORKLOG ***** - Received on Mon Oct 22 09:07:28 CEST 2018\nSUBMITTER: SYSTEM\nTEXT: dispatching\n\n\n\n*** CASE CLOSE 22.10.2018 09:16:07 Santjer\nfalsche Adresse\nCould not change ticket status to Closed after call as it is not supported by Remedy.\nCase status Closed after call is not allowed for Remedy. Changes are not sent to Remedy.\n",
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  5155. {
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  5157. "title": "Retention Case",
  5158. "s_title": "RETENTION CASE",
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  5166. "case_history": " *** CASE CREATE Wed Sep 05 10:11:07 CEST 2018 arifiv-\n\n** CASE DISPATCHED from WIP 'default' to Queue 'CU_Cease_Services_at' Wed Sep 05 10:11:07 CEST 2018 arifiv\n\n\nCase dispatched to CU_Cease_Services_at (RETENTION_CASE_QUEUE)\n** SUBCASE C37021746-1 STATUS CHANGE from 'New' to 'Pending' Wed Sep 05 10:11:07 CEST 2018 arifiv\n\n** SUBCASE C37021746-1 STATUS CHANGE from 'Pending' to 'Accepted' Wed Sep 05 10:12:03 CEST 2018 arifiv\n\n*** SUBCASE C37021746-1 Saved Wed Sep 05 10:12:03 CEST 2018 arifiv\n\n\n",
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  5593. {
  5594. "objid": 309865634,
  5595. "title": "Upload schwach",
  5596. "s_title": "UPLOAD SCHWACH",
  5597. "id_number": "C36128582",
  5598. "creation_time": "2018-04-12 10:15:44",
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  5604. "case_history": "*** PHONE LOG 12.04.2018 10:15:44 christmann Action Type: Incoming call\n***Case Create 12.04.2018 12:25:35:::christmann\nKunde Herr Norbert Eisenlohr\nSite ID: 4199019771\nRückrufnummer: 0522222228\nProdukt: Sunrise Home mit Rufnummer 0522222228\n\nAnliegen: Kunde bemängelt das er zu wenig im Update hat. Er macht ständig speedtest und ich könnte im den Wert vielleicht steigern aber per WSG bei L1 mit der Leitung B.110.898.496.7.1 findet er mir die Leitung nicht. Könntet ihr im die Leitung im Up erhöhen?\n\n\r*** ASSURANCE PIN ASSIGNED TO CASE*** 323439\n\n*** STATUS CHANGE 13.04.2018 08:16:09 Rahm\n\n\n\n*** NOTES 13.04.2018 08:16:09 Rahm Action Type: No action required\nKd erreicht. Hat so um die 20mbit im Upload. Sehe im ACI und ACS und XIP alles i.O.\nAber seine Geräte laufen alle über einen switch. Er wird es am WE mal direkt über LAN testen.\n\nSMS\nLiebe null null, Wir bearbeiten Ihre Anfrage C36128582Rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an falls sie neue Informationen haben.\nBitte geben Sie den folgenden PIN ein: 323439.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\nHandykontaktnummer 0796352802 \n\n\n*** NOTES 16.04.2018 16:21:26 Rahm Action Type: No action required\nCB auf 0796352802 // 0522222228 \n\nAuf beiden Nummern nicht erreicht. Wollte nachfragen ob es jetzt ohne Switch getestet werden konnte und wie es dann mit dem Speed aussah. \n\nSMS\nLieber Herr Norbert Eisenlohr Wir bearbeiten Ihre Anfrage C36128582. Wir haben dazu Fragen, die wir mit Ihnen gerne baldmöglichst klären möchten. Bisher haben wir Sie leider nicht erreicht. Rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 ? 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 323439.\nSollten Sie uns innert 2 Werktagen nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Der PIN bleibt aber nach Abschluss des Anliegens weitere 7 Tage gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n*** CASE CLOSE 19.04.2018 13:49:43 thamm\n$Unnecessary Case$&Customer not reached&@Customer not reached@#Frontline#\n\n",
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  5887. "title": "Sunrise TV:n/a:0796352802:02.09.2017 19:17:04:::SCUBA VIVA, Norbert Eisenlohr",
  5888. "s_title": "SUNRISE TV:N/A:0796352802:02.09.2017 19:17:04:::SCUBA VIVA, NORBERT EISENLOHR",
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  5896. "case_history": "*** PHONE LOG 02.09.2017 19:18:48 uenalb\n*** CASE CREATE 02.09.2017 19:18:48 uenalb\nDetailed Description:\ntcc\n\nT: Herr Eisenlohr Tel. 0796352802\nS: Sunrise Home\t0523162850\nP: no TV over LAN cable, fritzbox works, internet works\n\n\n\n\n \n*** NOTES 02.09.2017 19:19:05 uenalb Action Type: No action required\nNOTES LOG #1 TO case: \n>>>>>> Attributes >>>>>>\nPP Subscription ID=PPS450937631\n<<<<<< Attributes End <<<<<<\n\n\r*** ASSURANCE PIN ASSIGNED TO CASE*** 324229\n\n\n*** PHONE LOG (INTERACTION) 04.09.2017 12:53:52 Bllaca Direction/Type: Outbound/Call\nDetailed Description:\n 2nd LVL Callback bzgl Case: C34359701 unten die Rufnummer:0796352802\n\n\nAnswer/Solution:\n========================================================\nP: no TV over LAN cable, fritzbox works, internet works\nS: Sunrise Home\t0523162850\nLineId - BN00001642016\nnsn - 0102087563\nOffered speed - 25000/5000\nupk - 334.1-1/1\nhw : 1x Sunrise TV Box\tSunrise TV Box UHD 1x FtB 7390\n========================================================\nunten ACS sehe das TV box gar nicht auf Router gemeldet .\nRufe kd an um mehr zu erfahren :0796352802 Callback kd nicht erreicht\nfalls kd anruft bitte genau die Verkabelung Router < > TV box prüfen \n\n\nLiebe Norbert Eisenlohr, Wir bearbeiten Ihre Anfrage C34359701. Wir haben dazu Fragen, die wir mit Ihnen gerne baldmöglichst klären möchten. Bisher haben wir Sie leider nicht erreicht. Rufen Sie uns bitte direkt unter der Nummer 0800 300 613 Mo - Fr 08 - 20 Uhr und Sa 08 – 18 Uhr an.\nBitte geben Sie den folgenden PIN ein: 324229. Der Pin ist gültig bis zum 07.09.17\nSollten Sie uns innert 2 Werktagen nicht kontaktieren, werden wir das Anliegen als erledigt betrachten und Ihre Störungsmeldung abschliessen. Ihr Pin bleibt aber weiterhin bis zum Ablaufdatum gültig.\nFreundliche Grüsse.\nIhr technischer Störungsdienst Sunrise.\n\n\n\n \n*** NOTES 04.09.2017 12:54:17 Bllaca Action Type: No action required\nNOTES LOG #3 TO case: \n\n\n\n** STATUS CHANGE from 'New' to 'Confirmation SMS sent' Mon Sep 04 12:54:17 CEST 2017 Bllaca\n\n\n\n \n*** NOTES 07.09.2017 15:04:22 Bllaca Action Type: No action required\nNOTES LOG #4 TO case: \nKD hat nicht auf das Pin SMS reagiert // close case\n\n\n\r\n *** Failure Code: \r\n*** Problem Type: please specify - please specify\n \n*** CASE CLOSE 07.09.2017 15:04:40 Bllaca\n$Unecessary Case$&Communication Error&@Informed the customer@#Communication#\n\n\n** STATUS CHANGE from 'Confirmation SMS sent' to 'No customer reply' Thu Sep 07 15:04:41 CEST 2017 Bllaca\n\n\n",
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"case_history": "*** PHONE LOG 06.06.2017 08:54:40 galatie\n*** CASE CREATE 06.06.2017 08:54:40 galatie\nDetailed Description:\nAnforderung erhalten am: 02.06.2017\nKündigung: Mobile Postpaid\tSunrise Freedom classic\t0763435016\tInstalled\nPer: 31.07.2017 Freedom Vertrag\nGrund: \n\nHallo Zusammen\nBitte um folgelden Mutationen\n\n076 343 50 16 Kündigen auf den 31.Juli. 2017\n079 584 77 53 zu einem Freedom Classic umwandeln\n079 635 28 02 zu einem Freedom Relax umwandeln\n\nDanke Gruss\n\nFreundliche Grüsse\n\nSelcuk Kayser\nAccount Manager\n\nmobilezone business ag, Bahnweg 4, 9107 Urnäsch\nT +41 71 421 46 80 F +41 71 421 46 88 Mobile +41 79 558 96 16\nselcuk.kayser@mobilezone.ch<http://+email1address+@/> www.mobilezone.ch<http://www.mobilezone.ch> www.mobilezone.ch/service-center<http://www.mobilezone.ch/service-center> www.facebook.com/mobilezone.ch<http://www.facebook.com/mobilezone.ch>\n.......................................................................................................\n\n\n\n\n\n\nAnswer/Solution:\nBitte 0795847753 start zu classic umwandeln und 0796352802classic zu Relax umwandeln \nBemerkungen: KDG erfasst auf 31.07.2017 Freedom Vertrag ohne ETF.\nWeitergeleitet: BWA\n\n\n \n*** NOTES 06.06.2017 09:40:09 Joseph Action Type: No action required\nNOTES LOG #1 TO case: \nWrong Q.\nSoho Admin\n\n\r\n\r\n*** PHONE LOG (INTERACTION) 06.06.2017 10:28:44 muratik Direction/Type: Internal/Case\r\nDetailed Description:\r\nC33907805\r\nKD wünscht die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umzuwandeln.\r\n\r\nAnswer/Solution:\r\nKD informiert. Die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umgewandelt.\r\n\r\n\r\n\n\r\n\r\n*** PHONE LOG (INTERACTION) 06.06.2017 10:32:13 muratik Direction/Type: Outbound/Call\r\nDetailed Description:\r\nC33907805\r\nKD wünscht die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umzuwandeln. KD angerufen um zu fragen, ob KD mit Bearbeitungsgebühr von CHF 40.00 einverstanden ist. \r\n\r\nAnswer/Solution:\r\nKD nicht erreicht. \r\n\r\n\r\n\n\r\n\r\n*** PHONE LOG (INTERACTION) 06.06.2017 11:29:20 muratik Direction/Type: Outbound/Call\r\nDetailed Description:\r\nC33907805\r\nKD wünscht die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umzuwandeln. KD angerufen um zu fragen, ob KD mit Bearbeitungsgebühr von CHF 40.00 einverstanden ist. \r\n\r\nAnswer/Solution:\r\nKD nicht erreicht.\r\n\n\r\n\r\n*** PHONE LOG (INTERACTION) 06.06.2017 11:29:23 muratik Direction/Type: Outbound/Call\r\nDetailed Description:\r\nC33907805\r\nKD wünscht die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umzuwandeln. KD angerufen um zu fragen, ob KD mit Bearbeitungsgebühr von CHF 40.00 einverstanden ist. \r\n\r\nAnswer/Solution:\r\nKD nicht erreicht.\r\n\n\r\n\r\n*** PHONE LOG (INTERACTION) 06.06.2017 11:33:30 muratik Direction/Type: Outbound/Email\r\nDetailed Description:\r\nC33907805\r\nKD wünscht die Rufnummer 0795847753 zu Sunrise Freedom classic und die Rufnummer 0796352802 zu Sunrise Freedom relax umzuwandeln. Unklar ist, ob KD mit Servicegebühr von CHF 40.00 einverstanden ist.\r\n\r\nAnswer/Solution:\r\nKD informiert, wie er Abo selbst ändern kann und über Gebühren informiert, die entstehen, wenn wir das erledigen.\r\n\r\nRe: Ihre Anfrage zum Abo-Wechsel (4199019771-C33907805)\r\n\r\nSehr geehrter Herr Eisenlohr\r\n\r\nVielen Dank für Ihre Anfrage vom 2. Juni 2017. Bitte entschuldigen Sie die verspätete Antwort.\r\n\r\nTelefonisch habe ich Sie heute leider mehrmals nicht erreichen können.\r\n\r\nSie können den Abo-Wechsel ganz einfach selbst über Ihr „My Sunrise“ veranlassen. Gehen Sie hierzu bitte wie folgt vor:\r\n\r\n1. Loggen Sie sich auf sunrise.ch in Ihr „My Sunrise“ ein.\r\n2. Wählen Sie „Abos“ und klicken Sie auf „Zum Abo“.\r\n3. Klicken Sie auf „Abo wechseln“.\r\n4. Wählen Sie das von Ihnen gewünschte Abo aus und klicken Sie auf „Bestellen“.\r\n5. Sie sehen dann noch einmal eine Übersicht der Inhalte des neuen Abos. Klicken Sie auf „Weiter“.\r\n6. Stimmen Sie unseren Allgemeinen Geschäftsbedingungen zu und schliessen Sie die Bestellung mit einem Klick auf „Wechsel bestätigen“ ab.\r\n\r\nSie können sich alternativ auch erneut bei uns melden. Wir erfassen den Abo-Wechsel gerne für Sie. Allerdings berechnen wir in diesem Fall eine Servicegebühr in Höhe von CHF 20.00 pro Abo-Wechsel. In Ihrem Fall wären es CHF 40.00, da Sie zwei Abo-Wechsel durchführen möchten. \r\n\r\nHaben Sie weitere Fragen? Auf https://www.sunrise.ch/de/kleinunternehmen/hilfe.html finden Sie alle wichtigen Informationen.\r\n\r\nIch hoffe, diese Informationen sind hilfreich für Sie und ich wünsche Ihnen einen schönen Tag.\r\n\r\nFreundliche Grüsse\r\nSunrise\r\n\r\nKaltrina Murati\r\nKundenservice Kleinunternehmen\r\n\r\n\r\n\n \n*** CASE CLOSE 06.06.2017 11:33:38 muratik\n\n\n\n** STATUS CHANGE from 'New' to 'Closed' Tue Jun 06 11:33:39 CEST 2017 muratik\n\n\n",
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