Can any reps help me?
I'm an indirect and Ive been having one hell of a time with DSG. I have a customer that I ported a number for the other day. He was a US Cellular Customer and ported over two numbers. I put them on a 59.99 National with a 9.99 add-on line with a 2 year contract. One of their phones works perfectly. The other will not receive calls from a land line. They can receive calls from any wireless carrier. DSG says that its the land lines companies problem (SBC). I wanted to know if anyone has any suggestions. I call SBC and they act like I'm crazy as hell for even calling them. I'm not getting anywhere with this and the customer is getting pretty pist. Anyone that can help me please do!
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I can't help you directly because I'm only digital care but I can give you some troubleshooting steps to try and determine what the cause of this problem is.
1. Can you call her cell phone from the LL at your store? If you can't try calling another number identical to her's but maybe 1 digit different, i.e. xxx-xxx-xxxx try xxx-xxx-xxxy. This can help determine if the LL company has that particular block of numbers loaded into their systems. It's not a common problem but does happen to LL and wireless alike.
2. If you can get through to the slightly different number find out if the customer lived in this same area before and if when she was with her previous provider she had any of these problems. If she lived in the same area ...
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1. Can you call her cell phone from the LL at your store? If you can't try calling another number identical to her's but maybe 1 digit different, i.e. xxx-xxx-xxxx try xxx-xxx-xxxy. This can help determine if the LL company has that particular block of numbers loaded into their systems. It's not a common problem but does happen to LL and wireless alike.
2. If you can get through to the slightly different number find out if the customer lived in this same area before and if when she was with her previous provider she had any of these problems. If she lived in the same area ...
(continues)
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I also need to know exactly what happens when someone from a LL calls her. Do they get a recording, a fast busy, rings but never actually goes to cell?
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When someone calls the cell phone from a LL it gives a fast busy. Thanks for your help.
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