Please be prepared to provide the following mandatory information when opening an incident ticket:
- Product Name / Account Name
- Your name, company name, contact telephone number and your own organization’s fault reference number, if any.
- Start date and time of fault occurrence(s)
- Service(s) affected
- State of the service (unavailable/degradation)
- Description of the problem, actions taken and test results all including time stamps
- Affected MSISDN & IMSI Number or range and B-number/destination (if applicable)
- APN name used on device in case of data problem
- Network Name and location of the problem. Including information whether device has registered to the network successfully
- Estimate of the percentage of subscribers affected (against customers total)
This fault ticket reference number should be used every time customer service is contacted.