TS

Situation: Get the complete picture of what the customer is seeing. You must fully understand the situation to determine a root cause.

What shows on the device screen when you have the problem? Do you get any error messages? What were you doing with the device when this started happening? What devices are having the issue? Are other devices not having the issue? For Dual SIM with eSIM devices, which line is having the problem?

Duration: Learn when an issue started and if it is repeatable, which helps you correlate the problem with other events like upgrades, app downloads, or known issues.

When did you first notice it? How often does it happen? Can you repeat the same steps and always get the same problem? Or is it sporadic?

Location: Locations where the issue happens can help you understand if the issue is related to coverage. If an issue is just in one or two locations, you can move straight to network root causes.

Where do you normally experience these issues? Home, work, school? How many bars of signal do you have? Do the signal bars fluctuate? Do you see 3G, 4G, or LTE on your screen? Are you inside or outside?

TECH ISSUE I couldn't imagine how hard it must have been for you, and we apologize for the inconvenience this caused you. No worries, let me check your line and let's do some troubleshooting.

LOCAL SITE ISSUE Got you! We appreciate you waiting. I see that there is an ongoing local site issue, in your area and some other customers may be experiencing the same issue too.

MODERNIZATION I see that there is an ongoing modernization in your area and in some cases, customers may have temporary intermittent service interruptions We apologize for the inconvenience. Rest assured, our engineers are working on it! We’ll have you back up and running soon.* While you have me, what I will do is refresh the connection of your device to our main tower and allow it to recalibrate to ensure that it is fully getting the maximum potential signal that it could get. Does this work?

TS Will it be okay to turn off your device for 2-3 minutes? Then once turn back on, please use your 5502 data. Then kindly check if there's an improvement and please let me know.

XFER TO TECH I really appreciate you for troubleshooting with me. We apologize for the inconvenience this caused you. Though we already tried all the suggested steps here on my end, we might need to seek further help from our dedicated tech team so they could assist you with advance troubleshooting. I will personally transfer you over, to make sure you will be in good hands. Is it okay with you?

Transfer to Tech I really appreciate you for troubleshooting with me. We fairly covered the basics earlier and helped us determine the root cause but no to avail. We just need to proceed with the next step which I will have to transfer you to the Tech Experts for further troubleshooting. Will this work for you?

Data Prioritization: Because you're one of our heaviest data users- meaning you used over 50gb during this bill cycle- your data is temporarily prioritized after other customers. This should only be noticeable during times of congestion and will end when the bill cycle's over. I'm sorry you experienced impact to your speeds due to data prioritization. Your data use will no longer be prioritized lower when your bill cycle ends.

Network maintenance: Oh found it! It shows here that the main reason why the service is somewhat not working was due to the ongoing modernization/maintenance on the towers on your area. Actually, our engineering team provided us a ticket number (put the ticket number) to let us know that they are working on it. Nothing to worry, once this is done your service will be much better. From time to time try to restart the phone to see if it's working already.

Advisement -- Connect to Wi-Fi

Do you happen to have wifi at home or on your place? Cause if yes, for the time being try to using your WIFI to use the data, then try to use some messaging application like hangouts or messenger to send messages or call as well. I have full notation on the account regarding your experience so rest assured this will be on the report as well. Hoping for your patience, Cx!!!

I tried to restore your services on the account. However, our system requires you to settle the minimum payment. To extend my help to you, I was able to file a request to my colleague to restore your account and this is subject to review and approval once validated, it will automatically restore your services. Sounds like a plan? Rest assures, they will review your account and will validate our request to restore your services.

Find and tap Settings → System → Advanced → Reset options → Reset network settings. Tap RESET SETTINGS.

Eliaz Ramirez 321-225-0165