Troubleshooting

We can do some basic troubleshooting steps here in the chat and this may take few minutes. And in case the steps we do don't do the trick, no worries, we still have our tech team for advance troubleshooting steps and we can simply connect you over to them. Let me try to send you a test SMS message and let me know if you received it.

SDL

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 does it happen intermittently?

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?
• Where are you - inside or outside? If outside, are there a lot of trees or tall buildings?

If all the steps are exhausted, still it is not resolved, we can refer them to Tech Care 1-844-275-9310.

C2 FILE: Troubleshooting with customer on device

TECH HANDOFF

I see, thank you so much for letting me know of that, ! As per complete checking of your account, I see that setup is all good. I also checked out the basic troubleshooting steps available here on my end. The available advanced troubleshooting steps are to be guided by our technical specialists.

With this, I will be connecting you to them right now thru this conversation. No worries, all the information we have tackled will be available to them as a reference to help you out quicker! I`ll be transferring you now.

^We really would love if I'll be the one to sort this out for you and this is not the kind of experience we want you to encounter, XXX. Since we have done some basic troubleshooting on our end, the best possible way to resolve this is to call the tech support or our customer care. Rest assured that once you call them they can immediately help you with your issue. Please do call them at 1-800-937-8997. I do hope for your kind understanding.

Probing

Have you done any troubleshooting steps on your end? May I know which device are you experiencing this issue with? May I know which line does this occur at so I could check it here on my end? May I know when did this happened? From then on, how often does this occur?

Network Outage

^I appreciate your patience! Upon checking here, there's a known local outage and it impacts a lot of customers in the area. No worries, I can assure you that our engineering department are working on a resolution and you'll be receiving a notification once the outages are done.

I really do apologize for the inconvenience it has caused you. I know how important it is to stay connected, especially nowadays. The outages were something totally unforeseen and I hear you on this. We appreciate your patience in bringing this up. While our engineers are still working on it, is there anything that I can do to your account in the meantime?

Known Outages Reference ID:

^Thank you so much for holding, I was able to run a network assessment and I found out that there is a reported enhancement in the area. I'm sorry that you haven't been able to use your services for the past day. That makes it really hard to stay in touch.

Nothing to worry, our technical specialist and engineering department is already working on getting the services restored at the soonest possible time and once it fixed, I can assure you that you'll have faster and more stable connection than you've ever had.

For the meantime, can we try to reset your network settings?

That's great news! Can you test all the service if they are all working?

It's good to know that they are working right now. Aside from the service issue, is there anything else that I could assist you with?

^I see that there is an ongoing modernization in your area and in some cases, customers may have temporary intermittent service interruptions