This Document will specify the information we need from you so we can begin investigations, and if necessary, raise the issue with our carriers/suppliers.
Basic Troubleshooting Steps (Mandatory)
To get started, we require the completion of the first five steps:
Device Reboot: Ensure that your device has been rebooted.
SIM Swap: Try inserting the SIM card into a different device (if possible).
Airplane Mode: Turn on airplane mode, then turn it off to refresh the connection from the carrier list.
Area Check: Verify if the issue is specific to a certain location.
Device Information: Provide the make and model of your mobile device.
Additional Troubleshooting Questions
In addition to the basic steps, please provide the following information based on the type of issue you're experiencing:
For Coverage Issues (Weak or No Signal)
Exact Address: Share the complete address where the service is being used.
Fault Summary: Describe the issue in detail and specify which feature is affected (calls, data, SMS).
For Calls Dropping Out (Assuming Good Signal Strength)
Exact Address: Provide the precise location where the call drops are occurring.
Number Specificity: Ensure the issue is not limited to a specific contact, as it might be a problem on their end.
Area Check: Determine if this problem is area-specific.
Call Samples/Logs: Include details of dropped calls, such as the number dialed, date, and time.
For Incoming/Outgoing Call Issues
Exact Address: Specify the complete location where the service is being used.
Plan and Balance: Verify that you have the correct plan and sufficient balance to make calls.
Signal Strength: Confirm that your device has a good signal.
No Diversions: Ensure that no call diversions have been activated or requested.
By providing these details, you help us narrow down the cause of your mobile service issues and expedite the troubleshooting process. Thank you for your cooperation, and we will work diligently to resolve your concerns.