Untitled Note

Name of contact (account holder):  Kirstie Louise cooper IDV passed/failed: PASSED, Telephone password.  Reason for contact: * My internet is down, my router has been flashing orange for the last 4 hours Resolution provided: * Offer diagnostics test and inform how long it may take.  * Run PF on -  (REP-12974761) * MasterSocketCapture: Non Nte socket * Confirm Internal Router Setup: No Equipment Damage * EquipmentUnfilteredSetupChecks:  Checked and setup already correct, Checked and Ethernet cable is not connected to the WAN port and No other devices connected to the telephone line * Internal Home Checks Required - Possible In Home Issue Found * Line Test CA Present Without Equipment * Connect Router To Master Socket *  Advice Customer To Return Set-Up To Normal Before Booking Engineer Visit * When did the problem start: Today - " My internet is down, my router has been flashing orange for the last 4 hours"  * Complete The PF Session And Return To My Desk To Book FTTC1 Appointed * Set Customer Expectation of the time needed for an Engineer to Update the Case Notes * During Engineer Booking, the customer stated that her Internet service is now working well. *Provide this statement to customer - "Since your devices are now connected, we highly suggest to observer your Internet Connection for 24 hours, and if Internet Connection will drop again. Kindly contact us back to immediately Book the Engineer. However, it is still your choice to proceed on the appointment for 6th of June, and once this will successfully Booked, you have until Tomorrow, before 12PM to amend or cancel the visit without charges. May I ask how you like to proceed?" * Customer asked if the Engineer call to let her know if they are  comming. * Then informed customer - that the The Openreach engineer will start off by checking the external network, if the fault is found to be here you will not be charged, and the engineer will not try and enter her property. However, this engineer may need access to her home, so we do insist that she is at home on the date and time reserved. If they will need to access your premise. Please ensure that an adult over the age of 18 is present, and you will be contacted prior accessing your premise. *  Customer asked to cancel the visit, educate her that we can Book the 7th of June so she has time to observe and cancel this appointment. * However, customer declined and stated - "no thank you, I will see how it goes"  - Advise customer that the fault case will be close on 06/06/2023. * Ask further assistance, and customer stated this - "Can you provide and compensation for today? We have been without the internet for some time" * Offer £1.25, however customer asked - "Is that from the time I reported the issue yesterday?" * Asked SME Emmanuel abou this and advised that we can provide £3, however the customer went unresponsive.  * This is not a possible complaint. * 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