Warning! America, biohazard to brain cells!
Customer calls in not being able to call out or receive calls for the last couple days and it said that the last registration on the network was a few days back. I asked him to turn the phone off and on a couple times and try calling again. The customer, who's been with us for almost four years literally asked me, "How do I turn my phone off?" Do customers just forget how to breathe from time to time as well?
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People call all the time b*tching about bad reception, i ask them when the last time they turned the phone off was and I get silence, Alot of our customers dont know that they need to do this to maintain good reception.
I always give the analogy ... ok so you got your phone 6 months ago right?? Ok you turned it on and it said searching for network right?? Yah so basically you are still roaming on that tower... from 6 months ago. Lets say your 90yr old neighbor drove his car into that tower......
I always give the analogy ... ok so you got your phone 6 months ago right?? Ok you turned it on and it said searching for network right?? Yah so basically you are still roaming on that tower... from 6 months ago. Lets say your 90yr old neighbor drove his car into that tower......
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Please tell me you do not tell that to customers 😲
Have you not been trained on hand-off?... Regardless the amount time a phone is powered on, the system will regularly hand off to the tower in the area. The only way a person would register on the same tower everytime is if they 1) remain stationary and never move there phone more than 30ft away from the point of registration or 2) there is a single tower servicing the area they are in. Even then, they would have to stay in that same area...
Have you not been trained on hand-off?... Regardless the amount time a phone is powered on, the system will regularly hand off to the tower in the area. The only way a person would register on the same tower everytime is if they 1) remain stationary and never move there phone more than 30ft away from the point of registration or 2) there is a single tower servicing the area they are in. Even then, they would have to stay in that same area...
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