Key questions

To address any queries regarding call drop issues

To enhance our troubleshooting process and ensure effective resolution of customer concerns, it is important that we collect comprehensive responses to all of these questions as any missing details can lead to substantial delays in the investigative process.

DOMESTIC ISSUES ROAMING ISSUES

DOMESTIC ISSUES

Please fill in your details and your customer details before filling out this form

Partner Business Name (if applicable)

Customer Business Name

Your name

Name of user facing issues

Email Address

Date

1. MSISDN: The customer’s mobile number. 2. Description of the issue: Include details about the technology (2G, 3G, 4G, or 5G) and the affected service (voice, data). 3. Steps already taken to resolve: Describe any troubleshooting steps that have already been carried out, including checks on other devices. 4. When did the service last work normally/when did the fault first occur? 5. Specific to a particular location: Indicate whether the issue is location-specific

Yes

If yes, specify the location, postcode, and any travel requirements for service resumption. 6. Specific to a particular/number/all numbers/number range: If the issue is specific, confirm the validity of the number before proceeding 7. Handset make and model 8. Three examples of the issue: Provide three examples, including time/date, postcode, B Party number (the number being called or calling the user), and the error message received. Ensure these examples are within 72 hours of each other.

ROAMING ISSUES

Please fill in your details and your customer details before filling out this form

Partner Business Name (if applicable)

Customer Business Name

Your name

Name of user facing issues

Email Address

Date

1. The number affected: The roaming customer’s mobile number. 2. Are they still roaming: Confirm whether the customer is still roaming.

Yes

3. A full description of the issue: 4. The network they are roaming on: 5. Manual network selection and the network they attempted to roam to: Specify whether manual network selection was attempted and the outcome. 6. Are the callers receiving any error code/inbound symptoms: 7. Three examples of the issue: Provide three examples, including time/date, postcode, B Party number (the number being called or calling the user), and the error message received. Ensure these examples are within 72 hours of each other.