1.
SR NUMBER:1-59748566688
Time/ Date :8:32 AM 7/12/2022
Caller info
Caller's Name : suhaimi
Contact Number : 0133989971
=======================================
Issue :
---------------
Cust inquiry regarding report progress of relocation
Advise / Action :
--------------------------------
-Adv cust that our team already call cust but unreachable
-Adv cust will escalte again for our team to call back
-Cusk ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
2.
SR NUMBER:1-59749255358
Time/ Date :9:06 AM 7/12/2022
Caller info
Caller's Name : khairul
Contact Number : 0176010037
=======================================
Issue :
---------------
-customer request to external Relocation
Advise / Action :
--------------------------------
Troubleshooting / Advise :
-inform cust only registered owner/applicant is allowed to apply for relocation
-security check done
-advice cust to bring BTU (modem) to NEW PREMISE for RELOCATION
-inform cust relocation within 14 days
-inform cust service at old premise will be down 1 day before installation date
-inform cust possibility of a change in the service number if not within the same
Exchange area.
-inform the account must be ACTIVE to do relocation
-inform cust to pay outstanding amount (if any) if want to do relocation to avoid
issue while processing the order
-inform cust no charges for transfer fee
-inform cust about wiring charges
-advice cust to check coverage at new place first
-inform cust if new address not available for unifi, cust able to terminate unifi
without any charges but will be replaced with streamyx with highest speed
-inform cust if disagree to subscribe the highest speed available for streamyx
package, early termination fee will be imposed (if still in contract)
-verify with cust new address:
NO 62 JALAN MUTIARA INDAH 3 TAMAN MUTIARA INDAH 81100 JOHOR
-as per check have coverage unifi
PN_C147_DP0057 4
FTTH LANDED 21503843 62 - JALAN MUTIARA INDAH 3 TAMAN MUTIARA INDAH JOHOR BAHRU
JOHOR 81100
Special Remarks / Outcome :
----------------------------------------------
SECURITY CHECK DONE
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
3.
SR NUMBER:1-59750067687
Time/ Date :9:28 AM 7/12/2022
Caller info
Caller's Name : MUHAMMAD SHAZULI BIN ZAINI
Contact Number : 0182534985
=======================================
Issue :
---------------
-Cust inq report status
Advise / Action :
--------------------------------
-Cust already lodge src 1-59708965434
-Adv cust need to refer building management NI date
-Cust demand order complete ASAP
Cust ack
Special Remarks / Outcome :
----------------------------------------------
-As per check 1-59558482415/ return 06/12/2022
"Building Management masih tak bagi kebenaran untuk buat pemasangan di sana
berkenaan raceway di building sana. reffer HD ETDAuto Approved"
-Adv cust will escalte report for follow up
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
4.
SR NUMBER:1-59751245214
Time/ Date :10:03 AM 7/12/2022
Caller info
Caller's Name : LIANA
Contact Number : 017-3137588
1-RF1I7UR
1070625114
=======================================
Issue :
---------------
-Cust inquiry regarding order status
Advise / Action :
--------------------------------
-Cust provide no order 1-59682606982
-Cust inform that UI call her for change the modem because she use the old modem
-Cust infom that installer call her for NI
-Cust inform that she didnt order for NI
-Cust inform that she already cancel order before
-Adv cust for owner that create report to refer live chat for cancel order
-Cust ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
5.
SR NUMBER:1-25670327551
Time/ Date :10:48 AM 7/12/2022
Caller info
Caller's Name : zana
Contact Number : 0127360590
=======================================
Issue :
---------------
-Cust inquiry regarding NI
Advise / Action :
--------------------------------
- Advise cust refer Sales Dept for further assistance
- COLD transfer to Sales Dept
- Informed cust if call drop can contact us again dail 100 after that select
4 sales dept
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
6.
SR NUMBER:1-25670152997
Time/ Date :11:01 AM 7/12/2022
Caller info
Caller's Name : koo
Contact Number : 019-9163228
Account owner detail
Service Number : 00907649818
===================================
Issue :
--------------
-Cust inquiry regarding resend bill
Advise / Action :
--------------------------------
-Cust req resent bill from oct 2022 - nov 2022
-Cust registerated email prismkb@gmail.com
-Cust ack
Special Remarks / Outcome :
----------------------------------------------
Action Success.
Email succesfully send to prismkb@gmail.com
NPS AND PROMOTE DIGITAL SITE
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
7.
SR NUMBER:1-59752299488
Time/ Date :11:16 AM 7/12/2022
Caller info
Caller's Name : SUNIL KUMAR A/L MANNOHER
Contact Number : 0123684460
=======================================
ISSUE
-cust req relocation for below address :
55 jalan usj 11/1f subang jaya 47620 selangor
==============================
ACTION / ADVICE
- no charge for ER. for wiring depends on UI after check at cust premise.
- process within 14day.
- advice cust need to bring equipment (telephone, RG,BTU) to the new premise
- if new area can't support for unifi TM will adv to downgrade to stx high speed
- inf acc must be active
- advc cust pay the bill to avoid acc suspend.
- Advice customer will be contacted to confirm on the request within 3 working days
-csp already check cust address found and port available
USJ_C029_DP0050 1
FTTH LANDED 593307 55 JALAN USJ 11/1F USJ 11 SUBANG JAYA SELANGOR 47620
Special Remarks / Outcome :
----------------------------------------------
As per check sr 1-59404952968 worngly assign to WIDER_TMUC_TECH_SOC2
-Cust claim receive call but unable to pick up
-cc open new req
NPS AND PROMOTE DIGITAL SITE
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : English
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
8.
SR NUMBER:1-25670327483
Time/ Date :12:22 PM 7/12/2022
Caller info
Caller's Name : kamal
Contact Number : 0139616739
=======================================
Issue :
---------------
Cust inquiry regarding technical issue
Advise / Action :
--------------------------------
- Advise cust refer Tech Dept for further assistance
- COLD transfer to Tech Dept
- Informed cust if call drop can contact us again dail 100 after that select
1 for tech dept
-Cust ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : N0
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
9.
SR NUMBER:1-25670327568
Time/ Date :12:34 PM 7/12/2022
Caller info
Caller's Name : YEO YIAN FUN
Contact Number : 0122346332
Account owner detail
Service Number : 0333412766
Account No. : D903681160109
====================================
Issue :
---------------
-Cust inquiry regarding termination procedure
Advise / Action :
--------------------------------
-Reason cust terminate:
-Requested by owner: NO
-Confirm with cust contact number : YES
-Inform cust not in contract
-Advice customer the 30 days notice is starting from (today report created) and
date for 30 days is on:
-Inform cust to pay the outstanding amount within 14 days from today
-Inform customer will receive FINAL bill after termination order is completed.
- Cust ack and will call back on 10.12.2022
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
10.
SR NUMBER:1-59754580618
Time/ Date :12:58 PM 7/12/2022
Caller info
Caller's Name : NURUL HAFIFAH HANIS JALIL
Contact Number : 0136870650
Account owner detail
Service Number : wanyahaya500@unifi / 6063518511
acc no 1063730848
====================================
Issue :
---------------
-Cust inq regarding relocation
Advise / Action :
--------------------------------
-inform cust only registered owner/applicant is allowed to apply for relocation
-security check done
-advice cust to bring BTU (modem) to NEW PREMISE for RELOCATION
-inform cust relocation within 14 days
-inform cust service at old premise will be down 1 day before installation date
-inform cust possibility of a change in the service number if not within the same
Exchange area.
-inform the account must be ACTIVE to do relocation
-inform cust to pay outstanding amount (if any) if want to do relocation to avoid
issue while processing the order
-inform cust no charges for transfer fee
-inform cust about wiring charges
-advice cust to check coverage at new place first
-inform cust if new address not available for unifi, cust able to terminate unifi
without any charges but will be replaced with streamyx with highest speed
-inform cust if disagree to subscribe the highest speed available for streamyx
package, early termination fee will be imposed (if still in contract)
-verify with cust new address: NO 10 JALAN KERAMBIT 9 SUNGAI UDANG 76300 MELAKA
-as per check no coverage unifi
Special Remarks / Outcome :
----------------------------------------------
CUST DROP CALL DURING CONVERSATION
SECURITY CHECK DONE
Caller
Change in contact details : NO
Update secondary contact : NO
Cust drop call during conversation (unable to provide NPS and promote MYUNIFI)
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
11.
SR NUMBER:
Time/ Date : 1:27 PM 7/12/2022
Caller info
Caller's Name : hazim
Contact Number : 01093831911 / 0183444894
=======================================
Issue :
---------------
- Cust req to dispute bill
Advise / Action :
--------------------------------
- Cust claimed been charges for October , November and December :
unifi advance 300Mbps 01/10/2022 31/10/2022 199.00 -120.44 78.56
unifi advance 300Mbps 01/11/2022 30/11/2022 199.00 -70.00 129.00
unifi advance 300Mbps 01/12/2022 31/12/2022 199.00 -70.00 129.00
- Kindly refer SR: 1-58095732342 : Cust telah buat report dan cust telah walk in ke
tmpoint pandan utk migrate ke maxis, cust di offer utk staywithunifi dan cust
berjaya buat pertukaran plan ke 300mb staywithunifi 2.0 waiver 6 months. Change
plan : unifi 300Mbps Basic – staywithunifi (complete 26/09/2022) 1-55815469766
TR maxis cancelled : 1-55483233314
- Cust super angry as been promised by TMP tht after upgrade his package there will
be 6 months waiver and he no need to pay anything
- But as per check cust still been charges and no waiver been given after upgraded
as promised by TMP
- Cust been offered by TMP Pandan Indah for package staywithunifi as he want to
migrate to maxis
- Kindly refer order id : 1-55815469766, order already completed (unifi 300Mbps
Basic - staywithunifiRm129/monthly)
Special Remarks / Outcome :
----------------------------------------------
- Cust super frustrated as currently his account been suspended
- Cust do not want to pay anything and insist his unifi line to be reconnect back
as the fault come from TM
- Cust insist to make complain for this matter and demand feedback ASAP
- Cust super disatissfied with TM services and demand to RTN his line ASAP
- Cust unmanageable and super demanding and req RTN without payment by today
-Adv cust will create a report to second level team to proceed for the investigate
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
12.
SR NUMBER:1-59757418978
Time/ Date : 2:30 PM 7/12/2022
Caller info
Caller's Name : ALBERT NGUI MIAO FU
Contact Number : 0165252585
1-59084980583
781225-13-5649
====================================
Issue :
---------------
-Cust inquiry regarding report progress
Advise / Action :
--------------------------------
-Adv cust that our team already call cust but unreachable
-Adv cust will escalte again for our team to call back
-Cusk ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
13.
SR NUMBER:1-59757868834
Time/ Date :2:52 PM 7/12/2022
Caller info
Caller's Name : miss chong
Contact Number : 019-2717631
=======================================
Issue :
---------------
-Cust inquiry regarding final bill
Advise / Action :
--------------------------------
- Explain about bill details
This is billing details for this account:
Bill Date:13 Nov 2022
Bill Due Date:Pay immediately
Last Payment:22.09.2022
Last Payment Amount:136.25
Current Charges:97.05
Delequent:97.05
Total Amount:97.05
-Cust ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : English
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
14.
SR NUMBER:1-59758761498
Time/ Date :3:22 PM 7/12/2022
Caller info
Caller's Name : JURIAH BINTI WARI
Contact Number : 01111068835
=======================================
Issue :
---------------
-Cust inq to external relocation
Advise / Action :
--------------------------------
-Cust provide new address :A-24-08, RESIDENSI SUNGAI UDANG NO 8 PINTASAN SAGAMBUT
52000 KUALA LUMPUR
Special Remarks / Outcome :
----------------------------------------------
CUST DROP CALL DURING CONVERSATION
Caller
Change in contact details : NO
Update secondary contact : NO
Cust drop call during conversation (unable to provide NPS and promote MYUNIFI)
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
15.
SR NUMBER:1-59761464978
Time/ Date :3:37 PM 7/12/2022
Caller info
Caller's Name : lai
Contact Number : 017-6213372
=======================================
Issue :
---------------
-Cust req to make complain on telemarkerting
Advise / Action :
--------------------------------
-cust claim get offer from sale dept that if he agree upgred package monthly sub
fee will more cheaper order #1-55312118259 / Completed on 13.09.2022
'unifi Biz 100Mbps SME Grant 2.0 (Cloud Standard)(Premium Listing)'
infom cust got prorate charges regarding
-order #1-59411561541/ Completed on30/11/2022
'BUMI_SDG Rejected Batch Aug to Sept 22 (Batch 3)t'
infom cust got prorate charges regarding
-order #1-59452845290 / Completed on 01/12/2022
'BUMI_SDG Rejected Remove Rebate Solution Aug Sept'
Special Remarks / Outcome :
----------------------------------------------
-cc adv cust will make report
-Cust unhappy bcs sale dept not explain clearly about cust package
-cust demand back to old package RM139.00 as promise from sales dept
-cust refuse to hear explanation from cc
-cust demand issue solve ASAP
-cust req cc lodge report to sale dept
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : English
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
16.
SR NUMBER:1-59761002828
Time/ Date :4:48 PM 7/12/2022
Caller info
Caller's Name : HASSAN
Contact Number : 0186675327
Account owner detail
Service Number :6072072585 /hassanmustafaa@unifi
======================================
Issue :
---------------
-Cust inquiry regarding report progress
Advise / Action :
--------------------------------
-As per check on sr #1-59609886688 Created 04-12-2022 Status:Unassigned
-Adv cust wait for feedback within 14 days
-Cusk ack
Special Remarks / Outcome :
----------------------------------------------
NPS AND PROMOTE DIGITAL SITE
Caller
Change in contact details : NO
Update secondary contact : NO
System Proof :
-------------------------
CALLER NAME : NOT APPEAR IN OVAL
SNI : NOT APPEAR IN OVAL
Language : English
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
17.
SR NUMBER:
Time/ Date :
Caller info
Caller's Name :
Contact Number :
Account owner detail
Service Number :
Email address :
Customer (IC)/BRN :
Account Owner :
Company Name :
Account No. :
Address :
=======================================
Issue :
---------------
Cust inquiry regarding contract/order status
Cust request downgrade/upgrade / relocate / terminate account
Cust inquiry regarding Tech / Billing issue
Cust inquiry installation for appointment
Cust want to know procedure for
Advise / Action :
--------------------------------
- Advise cust contract started from :
- As per check cust installation date :
- Advise cust refer Sales / Tech Dept for further assistance
- COLD transfer to Sales / Tech Dept
- Informed cust if call drop can contact us again dail 100 after that select
1 for tech dept
4 sales and product dept
Billing Inquiry/ Request Resend
- Advice customer also can view bill or make payment via Tm portal or by download
myunifi apps
- Customer insist and unmanageable
- Explain about bill details
- Informed outstanding amount RM
- Informed reactivation need settle all outstanding amount RM
- Account Active / Suspend / PRTN
- Reactivation within 30 minutes
- Reconnection Fee NOVA - RM10 Per Account
ICP - RM10 Per Service will be imposed in the next bill
- Advice customer can pay bills online via unifi.com.my or myunifi app or JomPAY.
-Advice customer on registration auto pay via
Unifi Portal or myunifi Apps
- Cust agree
This is billing details for this account:
Bill Date:
Bill Due Date:
Last Payment:
Last Payment Amount:
Current Charges:
Delequent:
Total Amount:
Special Remarks / Outcome :
----------------------------------------------
SECURITY CHECK DONE
NPS AND PROMOTE DIGITAL SITE
NO EZ BILL ID
Caller
Change in contact details : YES/NO
**Change to
**Create new contact to
Update secondary contact : YES/NO
** Update in contact applet
** Create secondary contact details
Full Name :
Contact Number :
**Caller don’t want to provide Secondary contact after 1 attempts
**Already have multiple contact number in contact applet
Cust drop call during conversation (unable to provide NPS and promote MYUNIFI)
System Proof :
-------------------------
CALLER NAME : APPEAR/NOT APPEAR IN OVAL
SNI : APPEAR/ NOT APPEAR IN OVAL
Language : English / Malay
DINIE - NRT Billing & Provi 013 Melaka
=====================================================================
