User talk:Dannycbcoyle

home moves

1.moving house with o2 2.pre registration 3.placing a house move 4.introducing mobile broadband 5.checking existing

the house move experience complaints due to house move issues feb.1% mar.2.7% apr.7.9% may.6.15%

bad fuzz back due to the mvoing experience with customer i.e moving time

to do a house move its on the left side of avatar.

!Placing a house move

pre registration, you get a text seven days later or an email letting them know all the details that they are going to need for the move.

four mandatory checks are for the customer can keep informed and also system needs to be updated. and it can cause the house move top fail and a hold can be put on the move and the proccess will need to be started again. house move is done in avatar on the left hand side under pre registrater hosue move.

4checks are. home day number mobile number date of birth email address

.house move type-bb only-cease date/the date the service will stop must be a minimum of 1 working day before the strt date,start date/the date the oder will send to bt the start date is normally 4-6 days from this date.

.bb with lorn-i working say before the start date, the date the ordser will send to bt this must be a minimum of 5 working days before the phne line is due to start for the bb to go live on the same day if its not the bb will always go live after the phone line,

.bb adding hp the date the service will stop must be a minimum of one working day before the start date. the provisional start date we send to BT for the service to go live, it can change depending on how long the order takes to build and the engineer availabilitie.

.BB with HP the date the service will stop must be a minimum of 1 working day before the start date thebb cease will send then the HP to prevent any tags issues. the prov connection date we send to BT for the service to go live ,the provisional connection date we send to btfor the service to go live can change depending on how long the order takes to buil and the engineer availablity.

.llu house move 4-6 days .acces house move 10-12 days

.thwe nmew workign day timesclas means a cust will have less time without service. you can see that the start date also shows that its a provisional date, its im portant to set the customer expectations and let them know well contact them if anything changes

.you can also update the delivery address for the mbb starter kit here

.if an address is not coming up you always check the royal mail website first and then you ask them to call royal mail and ask them to register their address. if it is coming up on the RM website but not on avatar you have to call provisioning and ask them to update it.

.selt test is a test you run on the line to make sure its working takes abouit 30 seconds you need to remove everything from the master socket as it test the line up to that point only to see if the faults on the line or not

.reconfiguring a port is when you send a wee shock down the line to see if youi can jump start it if it doesnt work just move on (found in bb services)

.changing package .as part of a house move the customer will have the option to change the package, if they do then it will start a new contract

.introducing mobile broadband .once a house move has been placed the mobil broadband accessory will become available in the broadband accessories option avatar. this can be orderd at any point during the moving time

.avatar breaks into 5steps so you can identify the progres of the order quickly:1/ordersent 2/5 order recienved 3/5order acknowledged 4/5 order committed 5/5 order completed

.home phone equafax 3rd party crediut check landline bolt ons .call divert pay monthly 1.79inc vat,

.call barring bar all incoming or outgoing calls pay monthly 1.79 .call barring with by7 pass number when set a bypass nuymber allows calls from the by pass number to be recieved when inbound call barring is set price 3.58

.bar out going premium rate services such as 0900 0901 0909 etc 1.79

.block numbers block up to 10 numbers for contacting you 1.79 .caller display, see the number of the person callingt you 1.79

.anontmous call block, block numbers that are withheld from calling you 1.79

.call waiting, beeps if someone calls you when youre already in ona call pay monthly 1.79

.ringback use your phone to aoutomatically reduial an engaged number for up to 45 mins pay mothly 1.79 pay as you use 20.4p

.alarm call set your phone to ring whenever you want it to. 1.79

.three way calling paymonthly 1.79 pay as you use 20p

packages 1.privacy-caller display and block number 3.06 2.for families-caller display, call waioting&call barring 3.58 3.for busy homes-caller display call waiting & ring back 3.58 these bol;tons are a two step proccess after you tell them you need to

for boltons to activate it takes legacy-straightaway new-4days they will get a kci to let you know of activation.

standard line rental with o2 is 10.50 evening and weekend costs £2.50 with line rental £13 and anytime costs £6.00 with line rental £16.50

and pay for what you use is just £10.50 but you call for everycall after that tell customer to go on the the website into home phone and then click into the packages to break down the prices simply.

when changing package you can only downgrade after 6months but upgrade at ne time you get one free house move per year

to change package (upgrade/downgrade) click on the left side of avatar (where home move is basically) and after that its self explanitory)

updating directory information you can either be in x directory or in the phonebook in directory information ammendments can be made in the phonebook but they wont be until the next year when the new book is out

nominees (fpund on left side of avatar also) like a 3rd party caller that are allowed to make ammendments to the account other than the acc holder only used for people with disabilities. details slighty change for an account nominee, cust know that they are the account nominee instead of going through dpa i go to the nominee section copy the email address and paste it into carex and they will have their own carex account.

changing someones number, prank calls and harrasments some people just flat out dont like the feckin numbers and because people keep mixing your number up with others. before a number change suggest boltons for them to keep there numbers as in block numbers or cancel withheld customer may change their number at anytime, the first times free after that it cause 12.25 you can not change back to your original number or select anynumber.soft free number is when we renumber them we will never deal with hard re-number.

customer calls regarding a fault- landline fault can cause bb fault problems like no diall tone, noise on the line i.e fuzzy or cracklin, crossedlines, calls dropping, bolt on faults (nopt full provisioned) faint calls, over hearing, wrong number outgoing, engaged tone, one way transmissions.

no dial tone- check billing, could have cut off cust for not paying bill noisy line-cause by the phone or caused by the line crossed lines- lines could be touching or mixed up dropping calls- when phone call just ends faint calls- could be a fault on the line not just the phone wrong number outgoing- calls worng number when dialled one way transition- self explanitory incoming and outgoing

INTRODUCING JIM TO BROADBAND connected world level one click HERE

WHAT IS THE NATURE OF YOUR QUERY

homephone tech issue

to raise trouble report its on the left side of avatar it will load up a new page for you, coml;ete the trouble report according to the proccess in YC, some of these details have been removed due to dpa, information including a description of the fault, and if the customers requires a diversion the correct details must be enetered. everything must be disconnected from the master socket for the duration of the line test. 24 hour access is incase of a cancellation they may be able to be seen faster. landlines will be cut off so an alternative contact number and name must be provided.

on the next page is a list of every fault, select the correct fault so second line can see the correct issue with the correct fault. hit next button and thats the trouble report raised and engineer should be out within three working days unless theres a back log, and at this point yo need to let the customer know that thats as far as you can go give them a reference number and end call let them know someone should be with them soon.

trouble reprt results 2nd line will pick up the case the agent will need to go and look at the line test results that are ocated in the assurance tab on avatar, to do this we need to enter the customers avatar account and go to the assurance tab and select the current trouble report.

after that go into amdocs and do a customer report i.e joe blogs problem soloution etc.....

once you open the trouble reportclick view line test response three resolutions 1.passed 2.failed 3.inconclusive if test fails an engineer is required so 2nd line wil;l need to call one out inconclusive line need to update the trouble report with trc Band 0. if passed the problem is within their own premises

after cust agree to the charges we need to do two things 1st we meed tp change the maximum trc band to 1, then we need to sched appointment. fr4om here we choose the day and date that the customer requires the app and then check availability, this gives a list of available appointments either am or pm. after which you will get a confirmation of date

escalating a trouble report, it can be selected when bt openreach havent responded within agreed sla's this is found in trouble report and then clicking escalting problem, 2 reasons work not done problem engineer not showin up

EMAIL! theres one primary and nine secondary email acounts. primary 9gb 9 secondary 200mb no bb account 20mb (storage limits)

if they have problems with emails first get them to check there storage limits 2types of email -

WEBMAIL (hotmail, yahoo, Gmail) EMail (outlook, macmail, windows mail)

.we set customers up with a webmail account (O2) clients set themselves up with a email we suplly the webmail

benifits of email client is thatb it can be accessed through your computer with out webhelp. incoming mail server-mail.o2.co.uk outgoingmail server smtp.o2.co.uk only ever set up pop3 when setting up an account relay.o2broadband.co.uk-for 3rd party mail.