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.
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