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TABLE OF CONTENTDOS
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NETWORK ISSUESClick on any item to toggle from table of content to the page.
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Can't CallClick on table of content on each page to return to this page
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Silent callsPlease send one query per time for now
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Dropped CallsAll fields are important. Please obtain all the required data from the customer or application before escalating to IEU
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Can't Receive Calls
The Query type should be written in the subject field of your mail to facilitate sorting.
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Cant Check Balance
Always copy your Team Lead or Mentor
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Can't Change Service Class
Include a short note or relevant detail that you know will help resolve the query where necessary
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No Signal
Kindly send your recommendations, modification and innovation to Escalations Unit and it will reflect in the next version for all to use.
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Network Related Issues
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SIM Reg Failed
DONTS
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No Bonus on MTN Pulse
Don’t cut and paste individual pages on your desktop. Just choose the page you need, fill and send.
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Temporarily Block/Unblock Issues
Don’t modify this template. The goal here is to achieve uniformity in our escalations which will in turn enhance, add speed to data collation and management
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PUK Code Request
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SME Data Share
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Xtratime Issue
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Missing Minutes
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MTN Share IssuesFAILED DATA BUNDLE ACTIVATIONFREQUENT DROPPED CALLS/CALL CONGESTION
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CANT CALL, LINE BLOCKEDDEGRADED SIGNALS
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Win Back Offer Issues - Share N Sell BAD OR POOR COVERAGE
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SMS ISSUESWin Back Offer - XtratimeBIZ PLUS OVERCHARGED ISSUE
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Can't Send SMSWin Back Offer - Data & KMNCAN'T CALL | RECEIVE CALLS
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Multiple SMSWin Back Offer - RoamingWRONG ZONE ACTIVATION ROAMING BUNDLE
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Can't Receive SMSWin Back Offer - Eligible But Did Not ReceiveMULTIPLE BUNDLE ACTIVATION
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Win Back Offer - LumousFAILED BUNDLE ROLL-OVER
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RECHARGING ISSUESSMS NOTIFCATION ISSUESBUNDLE ACTIVATION FAILURE
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Pending VoucherPOOR DATA SERVICEAIRTIME NOT CREDITED AFTER SIM SWAP
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Can't RechargePOOR SPEECH QUALITYCAN'T SEND/RECEIVE SMS
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OverScratched Recharge CardDIFFICULTY IN SETTING UP CALLS
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MTN Topit IssuesWRONG RECHARGE VIA BANK TO A WRONG LINEFAILED SHARE N SELL ISSUE
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Delayed CDR Update
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BLACKBERRY ISSUESVTU Recharge IssueCdr View Not Available
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BlackBerry Can't Subscribe Issue3G Coverage Issues (Fluctuation, Voice Quality etc.)Delayed Bank Recharge
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Black Berry Can't BrowsePostPaid Bill Payment IssuesEOCN Issues
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Blackberry Failed ActivationBackUp IssueBonus Issues
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Blackberry ActivationCan't Browse With Data BundleN-POWER CAN'T CALL&CAN'T BROWSE
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Blackberry DeactivationVISAFONE MIGRATION TO MTN ISSUEWRONG DATA BUNDLE ACTIVATION ISSUE
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BlackBerry Premature ExpiryErrorneous Bank RechargeSMART FEATURE PHONE DATA BONUS ISSUE
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Wrong XtraValue Bundle Given ComplaintsWELCOME BACK ISSUES
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DATA BUNDLE ISSUESDATA PRIORITIZATION ISSUECAN'T CHECK DATA BALANCE
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Can't Subscribe for Data BundleUNSOLICITED SMS NOTIFCATION ISSUECANT RECHARGE 10 DIGIT PIN VOUCHER (RETOPIN)
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Data Bundle DeactivationCAN'T ACCESS MPULSE SERVICESWRONG DATA GIFTING TRANSACTION
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Data Bundle Premature ExpiryCAN'T USE YOUTUBE BUNDLECAN'T USE PULSE NIGHTLIFE BUNDLE
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Fastlink issuesCAN'T USE STARTIMES BUNDLECAN'T USE FREE FACEBOOK
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CLEARED DATA BUNDLE ISSUEVAS DND
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SIMPLE SURF ISSUESAWUF4U BONUS ISSUESMTN4ME CAN'T CALL
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Simple Surf Can't BrowseCAN'T SEND 'PLEASE CALL ME' OVERCHARGED FOR VAS
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Simple Surf Failed ActivationCALLERFEEL ISSUESIDD ROAMING ISSUES
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BABA IJEBU PREMIER LOTTOMOBILE ELECTRICITY ISSUE
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GOODYBAG ISSUESPOSTPAID CONSUMER ISSUESPOSTPAID CAN'T CHECK BALANCE
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GoodyBag IssuesPOSTPAID QUARANTINE MSISDN4G LTE BONUS ISSUE
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4G DEVICE/USIM CAN'T CONNECT TO NETWORKMIFI DATA BONUS OFFER ACTIVATION FAILURE
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CALLERTUNEZ ISSUESCAN'T RECHARGE 16 DIGIT PIN VOUCHER(KADICK)YAFUN YAFUN BONUS ISSUES
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Caller Tunez Activation IssueVAS DEACTIVATION REQUESTCAN'T MAKE INTERNATIONAL CALL
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Can't Cancel Caller TunezFRAUD RELATED COMPLAINTSBVN ISSUES
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CANT VIEW NIN AFTER DIALING *346#FAILED BANK RECHARGE - OTHER CHANNELS
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VAS ACTIVATION ISSUESOTP NOT RECEIVED AFTER SENDING NIN TO 55019 JAMBFAILED BANK RECHARGE - MTN CHANNELS
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VAS Activation IssuesCANT BROWSE NO APN 25
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VAS Deactivation IssuesCANT USE BEEP SERVICE
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CANT BROWSE SCHAR/OBP/SGSN
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GPRS/MMS/WAPCANT CALL - OBO/BAOC/TS12
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Data/GPRS Issues
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GPRS Coverage
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GPRS Coverage Areas
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Can't Send MMS
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Cant Receive MMS
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ROAMING ISSUES
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Roaming Issues
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SIM REGISTRATION ISSUES
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Sim Reg Issue
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48Hrs NCC Barring
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CSR APPLICATION ISSUES
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NVP
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MINSAT
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SINGLE-VIEW
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REMEDY
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DAMAGE ORDER
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CRM Application Issues
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ESCALATED ISSUES
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CSR ESCALATED ISSUE
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