Thank you for waiting on the line, --. I've successfully pulled up your account. Now, I'll be asking you a couple of security questions for me to full verify your account.

Thank you. For me to pull up your account may I have your account number please?

To start, may I know the first and last characters of the password of the account, please?
That's totally fine. I'll ask you other questions for me to fully verify your account instead.

Could you please confirm to me the registered mobile number on the account?

How about the registered email address of the account?

One more question for me to fully verify your account. Could you please confirm to me your full address along with the postcode?

Perfect! You have successfully passed the security checks and I have now full access on your account. Do you want me to update your security details on your account for future reference?

Okay, --. I just want to assure you that I will do my utmost best to make sure that you will be well assisted. Please give me 2-3 minutes to check your account. Please stay connected. Thank you.

I can see that you already verified the account by logging in to My Account and I have now full access on your account. Thanks for that. Do you want me to update your security details on your account for future reference?

IDV FAILED

Thank you for providing the necessary information. Unfortunately, this does not match the records in the system, and we are not able to verify the account. No worries, we can still run checks so that we can resolve this issue but if the system advises us to book an engineer or replace an equipment, we will not be able to proceed since we are not able to fully verify the account.

For security reasons, you have not passed the security questions to access the account, we would need the account holder to call us to confirm security checks or if you are able call us back once you have the telephone enquiry password. Can I ask what the query is regarding as I may be able to help you?