TROUBLESHOOTING CONCERN

"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 if available---) 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.

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." (REP IDENTIFIED THERE IS A ON GOING MAINTENANCE IN THE AREA)

"That's not a good thing at all to start your day if you are unable to use the services properly. We love our network and we want you to enjoy it too!

I highly appreciate your time informing us what's going on so we can check options for you immediately. If I may ask when the issue started? " ( ACKNOWLEDGE THE CONCERN)

"I assure you that I can help you resolve your issue. Let's start with the troubleshooting first to go further. Shall we?

I appreciate your utmost patience, Customer! Let's start fixing your issue and perform the basic troubleshooting here in messaging. Shall we get started? " ( OFFER BTS (USE THE FIX IN ATLAS/GRANDCENTRAL)

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 team for further troubleshooting.  Will this work for you? ( TRANSFER TO TECH SPIEL)