Maintaining consistent connectivity is key to the mobile phone service and ensuring that users can make and receive voice calls, texts and data means your business can operate effectively.
Once an issue has been reported to CommsProvider by either an end user directly or your chosen contact, a support team member will contact the user directly to diagnose the problem with the aim of resolving over the phone.
In the case of network related issues, our support team will liaise with the network to have the line tested and correct any settings which may be causing a problem or a report will be logged to have the fault investigated by the network tech support team.
We aim to have network related issues resolved within 24 hours however, there may be occasions where this is not possible due to difficulties at the network end. Users will be
kept up to date with progress of work by the support team to give realistic time scales and estimated resolution times.
All reported issues and results will be logged on the help desk tracker
Examples of required end user support.