Untitled Note

1. De216dx || Leanne moore || 07814920425 Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: my broadband has been down since yesterday. I’ve tried re booting it and running line test but it still won’t connect. It has been dropping now on a daily basis for about a month Resolution provided: run and follow pathfinder || pathfinder routed to a chargeable engineer || cx declined and wants to have a sup call Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 2. 1014136782 || Matthew Decker Name of contact (if non account holder):  IDV passed/failed: passed (mobile|| email) Reason for contact: I've not cancelled it. I'm moving house on the 3rd of May. An engineer of yours is coming out on the 17th May 7am-9am to install new broadband. I'm on the 150 fibre for £29.95 a month Resolution provided: check trio||transfer order management Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 3. Shaun Dixon || 1011798671 Name of contact (if non account holder):  IDV passed/failed: failed Reason for contact: I requested a refund a week ago and I’m yet to hear from you or receive the refund || Resolution provided: na || cx unresponsive Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 4. 01772384826 || yusuf harif Name of contact (if non account holder):  IDV passed/failed: *CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: dropping connection Resolution provided: run and follow || cx wants to contact us back after 5pm Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 5. 01132842585 || Gillian Wood Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: no broadband, internet or phone this morning for several hours. We contacted you and booked an engineer. However the internet and phone line have started working again on their own, so I am contacting you to cancel the engineer booked for tomorrow morning Resolution provided: checked my desk || cancel engineer appoinment Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 6. 01993771456 || Maggie Gordon Name of contact (if non account holder):  IDV passed/failed: CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED Reason for contact: We agreed a new package - Fibre 65- she said it would cost £26 for broadband and £12 for unlimited calls, making a total of £38, fixed for 24 months. We've now received a confirmation e-mail, and logged on to my account to check the details, but the figure on my account is £28.91, plus £12 for phone settings, making £40.91. That is a difference of £2.91 per month. Please explain. Resolution provided: check trio and adjust theprice on her new contract Timeframe (if applicable): na Upsell/recontract (if accepted): na Agreed offers: na 7. 01291430610 || Mark David Gaskell Name of contact (if non account holder):  IDV passed/failed:  passed with in 7 days Reason for contact: looking for better deal Resolution provided: checked NBA offers || checked knowledge cx expecting new router || Compliance id for the cli is 1378612 Timeframe (if applicable): na Upsell/recontract (if accepted): Fibre 65 £27.00 for 24M with SuperSafe Security