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The customer is having trouble making a call.
Best Response
50% effective
Question:
What should I do if I am unable to make calls while in London?
Answer:
Script:
I understand that you need assistance making calls while in London and I will try my best to help you with that.
Verification:
May I ask your service provider?
Does it happen for just certain numbers or all numbers you tried?
What troubleshooting steps have you done so far?
Step 1:
Verify if the service provider is compatible to FIG phones.
Step 2:
Verify if the number is not AI numbers.
Step 3:
Verify if service provider can make international calls.
Step 4:
Walk through on clearing the storage and reboot the phone.
Step 5:
Coordinate if the concern needs to be check physically by a technician.
Escalation:
If need assistance from other departments or higher ups.
Other Response Scripts
45%
In London, you can, oh, yes, what we have to do is we have to change the AMI, okay? Once you're there, we have to change the AMI. We have to put the tablet's AMI, the one device that is working for you right now, into your big phone, and that should help.
45%
Yes. And then go to system.
45%
Okay. So you went to settings and then you clicked on system. Yes. And now the fourth option is going to say reset options.
45%
Oh, reset options, yes. And now the very first one says reset Wi-Fi, mobile, and Bluetooth. Okay. Click on that.
45%
At the bottom of the screen it says reset settings. Wi-Fi, mobile, and Bluetooth, right? Yes. These options, yes. Yes. Okay. It says reset settings? Yes. Okay. Click it again.
45%
Reset all network settings? You cannot undo this option. I should make a reset settings? Yes.
45%
Now you're going to take out your SIM cards and you're going to put the one that doesn't, that hasn't been working. Yes. And you're going to test just that SIM card in your phone and see if it works.
45%
And then if it does work, put the other SIM card in so you have both of them. And then try again and see if they both work. And if they do, you're all set. If they don't, call us back.
45%
Okay, just to let you know, you need to dial the whole phone number, okay? So let's say that you're calling to the U.S., you need to dial the whole number, you don't have to dial only 347, it has to be plus 13472 for example, okay? 3472402482, otherwise the call won't go through.
45%
I would say in the meantime, before that, if you can go into your phone app and clear the storage, we'll see if that helps with your in-going and outgoing call.
45%
Okay, now once you're there, look for the phone app. It's going to be the green phone app.
45%
Once you're on that end, what you have to do is you have to scroll down to the third option that will be storage and cache.
45%
Go to storage and cache.
45%
Let me take a look to see what towers is Total Wireless using now?
45%
Please do that to see if their problem is your SIM card. That is the first thing that we will have to do.
45%
So put her SIM card in and see if it works.
45%
So, go to settings in your phone, please. Once in settings, go to apps and notifications. Yes, once in apps and notifications, go to see all apps or app info. Okay. Now, once you're there, look for the phone app. It's going to be the green phone app. And once you're there, you have to scroll down to the third option that will be storage and cache. Once in storage and cache, press retest, clear storage. Not the file settings, benefits, and other app data. Continue? Yes. Okay. Okay, and now it should be working just fine.
45%
Once we have the parts, you can call me back either next week, and I will let you know exactly when, if they arrived or not. And you can drop them by the store, and I can arrange an appointment. Hopefully, we can do it on the spot. But you have a little bit of a sophisticated issue, so that may take a few hours to fix, even if it's right away.
40%
Let me go ahead, I'm going to call the store to see what they told you, and I'm going to be calling you back in five minutes, okay?
35%
I can help you with that. Do you have your old phone with you, the one that is working in London or no?
35%
No, no, no, we will set up one slot, okay, so it will matter.
35%
Can you go into your settings on your phone?
35%
Just wait. Use two GB of data.
35%
So in the meantime, my recommendation will be changing the company, okay?
35%
Yes, you can ship it, if you cannot bring it in, of course. Or, if you come by Brooklyn, we have a store in Muncie, but that store won't be able to fix it for you.
35%
In this situation, what we will have to do is we will have to send you, we will have to arrange a loaner for either next week or the upcoming one.
35%
Yes, you can ship it if you cannot bring it in, of course. Or if you come by. We have a store mostly, but that store won't be able to fix it for you.
30%
Yes. Those will be 4G, Volte.
30%
That is correct. That is something directly configured, made up in Israel.
30%
Okay, we'll take a look at this, okay, I will need to give some time, we'll take a look at it in our portal, and we'll see what's going on. If I have an answer, can I call you back to this number, please?
30%
I want to be very, very clear with you. This issue, we are receiving a few more complaints with it. We are trying to find a way to make it work, to see if the problem comes directly from us, okay? And I don't think so, because we use, as our main company, T-Mobile. Our main company with FIG service is T-Mobile, okay?
30%
If you want, as soon as I have an answer, I have the message pending. I already sent it. So as soon as I have an answer, if you want, I can call you back, okay? To tell you exactly what's going on.
30%
It's not something unsafe, okay? Because it's not, our whole service line will stop working.
30%
We are doing our best. We will do our best and our best to find out, okay?
30%
A loaner phone requires a deposit of $150, okay?
30%
Unfortunately, we are very, very short. Well, I'm not sure. We have no loaners available right now.
30%
No, no, because we are very short on parts, okay? So, once we have the parts, you can call me back either next week, and I will let you know exactly when, if they arrived or not.
30%
The only store that can fix that for you will be the Borough Park store.
30%
Total Wireless is not good with a Fig phone. Particularly Total Wireless, Total Wireless has AT&T network.
30%
You wouldn't have to activate anything, you just have to put a valid SIM card that works in Israel and it will work on your phone.
30%
Unfortunately, we cannot help you with that because it has nothing to do with the phone.
30%
No, nothing to do with the phone, no sir.
30%
It has to, with the line and with the group and with everything, okay?
30%
Okay, let me see if I can find the SIM card. I'm going to call back.
30%
A loaner phone requires a deposit of $150. Unfortunately, we are very, very short. Well, not short. We have no loaners available right now. So, in this situation, what we will have to do is we will have to arrange a loaner for either next week or the upcoming one.
15%
Once in storage and cache, press retest. Clear storage.
5%
You can call me back, yes.
0%
Oh, okay, so we should speak when you're in London, when it's not working in London, so we can actually test something, do something, and try to make it work.
0%
Once we have loaners back in stock, or once we have parts back in stock, I can promise you, yes, that we can do it for you right away.
How Customers Ask This
"The customer is unable to make outgoing calls using an Israeli SIM card."
"What should I do if I am unable to make calls while in London?"
"The customer is unable to make outgoing calls to numbers not saved in their contacts."
"The customer is experiencing issues with phone calls not going through."
"The customer is experiencing issues with making calls after switching from an iPhone to a FIG phone on T-Mobile."
"The customer is experiencing issues with both incoming and outgoing calls on one of their phone lines."
"The customer is experiencing issues with their Fig phone not working after inserting a SIM card from Total Wireless."
"The customer is unable to make or receive calls and texts on their new phone."
"The customer is unable to make outgoing calls to numbers not saved in their contacts."
"The customer is having difficulty making calls to group phone numbers after using a SIM card in their phone in Israel."