Knowledge Base for Telecom Customer Support

Customer reports that their home internet is completely down.

1. Check for a known outage in their area before troubleshooting.
2. Ask what the router lights show (power, internet, Wi-Fi).
3. Have them switch the router off for 30 seconds and back on; wait 3 minutes.
4. Check cables are firmly connected, then test one device by cable.
5. If still down, create a ticket or book a technician per your process, and confirm the reference number.

Tip: Always check for an outage first. It saves the customer a lot of unnecessary steps.

The connection works but is slower than expected or drops during use.

1. Ask if it is slow on Wi-Fi, by cable, or both, and at what times.
2. Ask them to run a speed test on a device by cable and note the result.
3. Restart the router and check how many devices are streaming or downloading.
4. If Wi-Fi only: suggest moving closer or using the 5 GHz network if available.
5. If a wired test is well below their plan speed after a restart, escalate with the test results.

Tip: Wi-Fi problems and line problems look the same to a customer. The cable test separates them.

Phone shows no service, or calls work but mobile data does not.

1. Check for a network outage and the account status (active, not suspended).
2. Ask them to check airplane mode is off and mobile data is on.
3. Have them restart the phone and re-seat the SIM card.
4. Check roaming and network selection settings if abroad.
5. If still failing, arrange a SIM replacement or escalate.

Customer is surprised or upset by the amount.

1. Verify the customer's identity before discussing the bill.
2. Open the current and previous bill side by side.
3. Look for the usual causes: pro-rated charges, one-off fees, usage outside the plan, an ended promotion.
4. Explain the difference line by line in plain language.
5. If there is an error, correct it or escalate; if not, explain options (a cheaper plan, spend alert).

Tip: Do not blame the customer. Show the lines and let the numbers explain.

Any request to view or change account details, plans or payment information.

1. Ask for the identifiers your company requires (for example name, address and date of birth) before sharing anything.
2. Never ask for or accept full passwords or PINs.
3. If verification fails, offer a safe alternative such as a store visit or a call-back to the number on file.
4. Note in the account that verification was completed.

Note: [Replace with your company's required identifiers and policy.]

Customer says they want to end their service.

1. Ask why. The reason decides what you can offer.
2. If the issue can be fixed (price, speed, coverage), offer the relevant solution once, without pressure.
3. If they still want to cancel, explain notice period and any fees clearly, per your contract policy.
4. Confirm the cancellation date and reference in writing.

Tip: Never hide the cancellation process. A smooth exit is good for the brand and for reviews.