Untitled Note

Name of contact (account holder):  Daxa Patel IDV passed/failed: FAILED  Reason for contact:  * My internet has been down for nearly a week *  I got an email from talk talk saying the issue was resolved but it still isn’t working * Red flashing Resolution provided: *  Inform customer that we will need to access the account to check what we can do. *  Customer failed on IDV explain what we can't and can do, * Customer is unable to log-in ho her MyAccount to check or retrieve the security details. * Offer diagnostics test and inform how long it may take.  - If the outcome is to Book Engineer or provide an equipment advise her that we will need to verify the account again, * Resume case and Run PF on  (REP-12939602) * Customer is currently not on the premise, however she can contact someone is currently at the premise.  * Reboot Router, explain why and inform how to do it. *  Factory reset completed - Whilst waiting on the next step on the diagnostics test after the factory reset, I ask the customer to check the current color light status of the Router, however, she went unresponsive. * End of conversation.  Timeframe (if applicable): N\A Upsell/recontract (if accepted): N\A Agreed offers: N\A  Complaint Raised/Updated or De-escalated: N\A