A. Advise Dr. Tirso to top-up at least P6 since we’ll need a maintaining balance to connect.
B. Create a device technical assistance SR
C. Create a Data connectivity SR
D. Try to use his Simcard on a good known device
B. Replace the device upon customer request
C. Create a device technical assistance SR
D. Endorse the subscriber to CRA/CMA
A. Isolate the issue to confirm a defective device
A. “Mr. Jones, the pocket wifi is signal dependent. You may try conducting the speedtest on other areas aside from your home.”
B. “Mr. Jones, not to worry as I’ll create a report for this right away.”
C. “Mr. Jones, the users on your area may have increased, thus, increasing the output of our cellsites which in effect, may decrease data speeds.”
D. “Mr. Jones, it sounds like your device may have been damaged due to wear and tear, I’ll `produce a mobile certificate right away.”
Advise that transferring the sim to another phone is the safest reloading method
Advise to come to the store every reload for convenience
Introduce the Smartbro Dashboard
Introduce the SMS capability using the smartbrosettings domain
“We can hide your Wifi broadcast and not place a password”
“We can make the password longer”
“We can place 2 passwords for added security”
“You know nothing Jon Snow”
A feature called Continuity, where calls from the iPhone can be made and received on another iOS device if they have the same AppleId and wifi network.
A feature called Keychain, where the iPhone intelligently airdrops the calls to the iPad if they are connected via Bluetooth or wifi-direct and having the same AppleId
An iCloud feature for iOS 8.3 where Facetime calls can now be answered simultaneously across all iOS devices bearing the same AppleId
It may be a defect which requires restoration.
A feature called Continuity, where sms from the iPhone can be made and received on another iOS device if they have the same AppleId and with data connection.
The iMessage may have not been deactivated from the old iPhone.
The old iPhone may need to be removed of all old user data and start anew.
The old iPhone may still have the old phone number recognized and not the new sim. The old iPhone may need to be reactivated
The subscriber does not know if the FMiP has been turned on
The subscriber does not own the account
The subscriber does not remember his phone number
The subscriber does not have an AppleId
Restore the iPhone
Check the accessibility shortcuts
Refer the subscriber to ASC
Educate the subscriber on how to turn voice-over on and off
Reset network settings
Restart the iPhone
Call TFG 7901
Try a different SIM Card
"On certain devices, LTE will show as 4G since LTE is part of the 4G cluster. This can be evident by conducting a speedtest, it’ll show speeds above 12mbps if we have a healthy LTE signal."
"This may be an issue with your activation. I’ll create a report to have your account checked for LTE provisioning since 4G is only HSPA+ with speeds up to 12mbps"
"I have tried it with another Sim Card, and it still showed 4G. I’ll have your device replaced right away. We sincerely apologize for the inconveniences."
"The activation of LTE usually takes 48 hours. We apologize but please be patient with the system’s processes."
Advice subs to leave device to frontline, SMART will send device to ASP
SMART will issue seed stock
Frontline should advise subscriber to call Senco or Air21 hotline to book a repair
Use commercial stock to replace device
The handset was rooted
The handset is not compatible with Lollipop 5.0
The handset encountered a software bug, which will be fixed after a few days or weeks.
The handset’s wifi chips were damaged due to the update
“The email requires certain information which your company IT may know. If you do not know those settings, you’ll have to call your IT department.”
“I apologize but we can only configure open emails such as Yahoo or Gmail. Internal emails have security protocols which make them manageable only thru a computer or a laptop.”
“I can create a request to have our tech department remotely configure your emails for you conveniently.”
"We are not allowed to configure internal emails sir.”
Reset Mr. Dru’s Samsung to its factory settings
Refer Mr. Drew to Samsung ASC
Assist Mr. Dru on recovering his GMAIL password
Apologize to Mr. Dru as we can do nothing to assist.