Responsible Date Issue Comments after

Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
February 2019
As per customer sales person Came for signup Email Sent To Sales twice (7th &
G13/3 sajidzaman68 NTL-101631 Irfan Sales 7-Feb-2019
after 5 Working Days 13Th Feb)
As per customer he signed up on 1st Feb but Case Email Sent To Faisalabad Sales to
Faisalabad husnainkh17 NTL-1020775 Irfan Sales 11-Feb-2019
was Opened on 7th Feb investigate (11-FEB-2019)
Packages were not assigned against the ID. Admin
was forwarded to Billing for package assignment
F-6/3 e-foundationartdivvy NTL-101956 Bilal Yousaf Billing 12-Feb-2019 Email Sent To Billing (15-FEB-2019)
but admin has been closed by Mr. Umair
Nawaz/Billing
E-11/4 Naila NTL-102081 Bilawal.Rafique ES/Billing 15-Feb-2019 UPS not Mentioned on CAF Email Sent To Billing (15-FEB-2019)
Email Send to Tx Managers for proper
G-13/1 ironlodgegym NTL-100013 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
G-8 Markaz azizsons1 NTL-100090 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Margalla Town ducky123 NTL-100091 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Margalla Town afzalawan1 NTL-100092 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Gulraiz-1 uzairirshad NTL-100123 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
NPF nisar400 NTL-100124 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Soan Gardens sumairafaisal NTL-100126 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Bhara Kahu faiezaltaf NTL-100134 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
Email Send to Tx Managers for proper
Bahria Town slmtraders1 NTL-100136 Bilawal.Rafique Sales UPS not Mentioned on CAF
escalation to sales.
ahsan0123 Bilawal.Rafique Sales Pots number not assigned by sales team
nasser Bilawal.Rafique Sales Pots number not assigned by sales team
hunain12 Bilawal.Rafique Sales Pots number not assigned by sales team
khurram3 Bilawal.Rafique Sales Pots number not assigned by sales team
noureenaqid Bilawal.Rafique Sales Pots number not assigned by sales team
aliraza01 Bilawal.Rafique Sales Pots number not assigned by sales team
eptp06820 Bilawal.Rafique Sales Pots number not assigned by sales team
As per customer sales person Came for signup
Blue Area tariqkarim NTL-102193 zeeshan.bisharat sales 21-02-19 Email sent to sales
after 3 Working Days and got his id after 9 days
Billing team was informed via TT and
Installation admin of user id
Shifting case of old id: aghaimran opened for
aghaimran and requested for the
G11 hw-warda312 NTL-56336 Arsalan Billing 19-02-19 customer shifting in warda hamna 2 apartment
opening of installation admin for id
312.
hw-warda312. Email also sent on
22nd Feb after 2 days of no response
PAC case re-opened without any re-activation
Email Sent to Billing and Aamil bhai
ticket. Installation Admin not opened. Customer
F-11 Markaz idzaheer NTL-25128 Arsalan Billing 21-02-19 with Sir Faheem and Bilal bhai in CC,
complained for no browsing and TAC made ticket
Admin opened through call to Ramiz
for no browsing
Email sent to billing and moreover
Rawalpindi faiqatahoore NTL-102761 Irfan Billing 23-02-19 POC was not updated as per CAF mardan have been informed over the
call to do the needful. (23-02-19)
As per customer she placed an order on 11th Feb
but Sales person came on 18th for signing the Apology made to the customer and
Rawalpindi faiqatahoore NTL-102761 Irfan Sales 23-02-19 document as per her sales person acknowledge email sent to sales to investiaget the
the mistake and did commit installation in 3 4 days issue (23-02-19)
but that won't happend
Email sent to billing to change the
Customer email at billing on 16th for shifting to
F11-1 shahbaz2222 NTL-100519 Irfan Billing 25-02-19 address as per customer desire (25-
F11-1 But Billing initiated the shifting to F-11-4
02-19)
Proper lead-time has been conveyed
Customer claimed that he was been committed for
to the customer and Installation admin
G-11 fasi89 NTL-103273 Irfan Sales 26-02-20 installation in 48 hours as fibers are already
has been updated with comments (26-
connected (Lead-Time is missing on E-CAF)
02-19)
customer mailed for shifting case on 4-2-19 while it was already delayed by billing dept.
rehmanabad qarimrafiq NTL-50850 faizan billing 08-02-19 his shifting case was generated on 8-2-19. so installation team did installation on
customer was annoyed at time of survey priority basis.
customer mailed for shifting case on 16-2-19 while it was already delayed by billing dept.
7th road awais1984 NTL-57442 faizan billing 19/2/19 his shifting case was generated on 8-2-19. so installation team did installation on
customer was annoyed at time of survey priority basis.
Installation was conducted on priority
As per customer he signed up on 2th Feb but Case
satellite town haseebahsan38 101796 faizan sales 8/2/19 basis which effect teams daily
was Opened on 8th Feb
operations.
Installation was conducted on priority
As per customer he signed up on 2th Feb but Case
satellite town syedwaseem 101663 faizan sales 6/2/19 basis which effect teams daily
was Opened on 6th Feb
operations.
As per customer he signed up on 2th
As per customer he signed up on 2th Feb but Case
satellite town pathway4081 74701 faizan sales 6/2/19 Feb but Case was Opened on 6th
was Opened on 6th Feb
Feb
as per customer he called for sign-up in sales a
month ago but no one proceed for instalaltion
satellite town dawood159 102170 faizan sales 19/2/19
thena fter month he apply through online and get
conenction.
lead was generated on 17 feb while admin was
murree road lafitnessreseau 102251 faizan sales 20/2/19
generated on 20th Feb
sales person didn't explain pacakge details
properly . he made a commitment to connect 04
satellite town mansooralam 101441 faizan sales 30/1/19
TVs along with cable. customer was annoyed on
cable charges.
sales person didn't explain pacakge details
sales person refused to admit and
properly . he made a commitment to connect 04
satellite town alvi786 101509 faizan sales team had to handle customer on its
TVs along with cable. customer was annoyed on
own.
cable charges.
Installation was conducted on priority
Customer claimed that sales person haroon akram
7th road mirs01 101373 faizan sales 6-2-19 basis which effect teams daily
promised to do instalaltion in 03 days
operations.
Installation was conducted on priority
lead time was not followed. amjad younas was
satellite town haneefagirlshostel 101329 faizan sales 2-2-19 basis which effect teams daily
calling again and again for connection in 03 days
operations.
TT unnecessarily forwarded to confirm the serial
Bahria Town mnauman 102092 Jawad SCM 22-02-19 Reverted back with the serial number
number of the JOY BOX
TT unnecessarily forwarded to confirm the serial
Gulistan adcjcsc 101640 Jawad SCM 18-02-19 Reverted back with the serial number
number
TT unnecessarily forwarded to confirm the serial
Bahria Springs house289 97241 Jawad SCM 18-02-20 Reverted back with the serial number
number
TT unnecessarily forwarded to confirm the serial
H-8 nustmandcdirectorate 101246 Arsalan SCM 18-02-21 Reverted back with the serial number
number
TT unnecessarily forwarded to confirm the serial
H-8 hw-thekaizen 101295 Arsalan SCM 18-02-22 Reverted back with the serial number
number
Customer was given go ahead in the choked area
Gulistan Colony casifk 102982 Jawad Planning 27-02-2019 Shifting plan of the choked DC
by planning
March 2019
i-8 hkdbest mobassar billing 02-03-2019 address wrong on call
(USERID created after 6 Working Days) call landed
at EXT.89 and customer claimed that he made Call transfered to sales for creation of
E11/2 omer111 103714 Irfan Sales/Billing 04-02-2019 issue found at sales end
payments on 26th Feb but userid does not exisit till userid (04-03-19)
4th March
SMS Sent on all numbers.(941/942,
Bahria Town daudfrancis 103563 Jawad Billing 06-03-2019 Auto account activation module was not working. Amil bhai). Directly called billing 2
time as well
Shifting case opened for mentioned user ID moving Hexacrew admin should be closed
G11 hexacrew 78023 Arsalan Billing 06-03-2019 to warda 2 that has pre-installed hardware and and installation admin for hw-
dedicated IDs. warda211 should be opened
SCM issued 4 NWatch Cameras that were already
Phase 7 ehsanyousaf 28446 Farees SCM 25-02-2019 Discussed with Umer.Sarfraz bhai issue found at SCm end
configured
Customer complained that he did not recieve any
Called customer and billing.
bill at his premises. He used to recieve it before
Phase 7 zummys 89415 Farees Billing 14-01-2019 Coordinated with both about the
sometime but for few months he did not recive any
issue.
bill. He had to submit bill by asking Nayatel.
Talked to Amjad Bhai from sales who
Miscommitment about Cisco ATA and lead time for
Phase 7 Optima 101529 Farees Sales 02-02-2019 was responsible as professional good
its instalaltion
will.
Talked to Irfan Bhai and requested
Sales person was bent on hanging the 2F Fiber
that customer take responsibility, if
from the front of the plaza while it is strictly
Phase 7 organic2 102148 Farees Sales 25-02-2019 Bahria was to launch a legal or
forbidden by Bahria to do so in Business Bay. He
physical denial of NTL services to the
was strictly bent on not cancelling the ID.
customer.
Pulling pulled 2F Fiber from the DC although I had
Phase 7 usman96 101710 Farees Pulling 13-02-2019 requested 12F Fiber in the admin before Informed pulling of their error.
forwarding it to pulling.
JOY BOX not working due to JOY Box and Video 1 day troubleshooting was performed
Bahria-5 daudfrancis 103563 Jawad Access TAC/ Access 06-03-2019
package by the Arslan/access
Email has been sent to Sales to
committment from sales to install the connection in investigate the issue along with bilal
Margalla Town faseehhayat 103859 Irfan Sales 07-03-2019
48 Hours yousaf to install the connection ASAP
(if possible) 07-03-19
Customer was coordinated by me and
Singup was done in area where NAYAtel was not
Bahria-2 faizanjameel 103502 Jawad Sales 01-03-2019 details were shared as per timelines
launched
given by the concern departments
on 2-2-19 , it was
saturday. customer
****Shifting cases**** Email received: 02-02-19
Safari Villas 1 imranabbas 27582 Jawad Billing 02-03-2019 Installation was completed mailed on saturday night
Instal. received: 04-02-19
and billing genrate case
on monday morning.
no issue found-customer
****Shifting cases**** Email received: 03-02-19 mailed on 9-2-9 and
Gulraiz-3 shahzaib1 49396 Jawad Billing 02-03-2019 Installation was completed
Instal. received: 06-02-19 shifting case initiated on
same day
****Shifting cases**** Email received: 06-02-19
NPF haseebnazar 37705 Jawad Billing 02-03-2019 Installation was completed mistake by billing
Instal. received: 08-02-19
customer mailed on 16
****Shifting cases**** Email received: 16-02-19 feb and shifting case was
Gulraiz-3 cmga13 95768 Jawad Billing 02-03-2019 Installation was completed
Instal. received: 19-02-19 genrated on 19 feb.
mistake occured by billing
****POTS & Video Provisioning**** SMS received: TT was completed by TxCablingRwp
Saddar azizullah01 102882 Danyal Billing 02-03-2019
02-03-19 TT generated: 04-03-19 on 06-03-2019
****POTS & Video Provisioning**** SMS received: TT was completed by TxCablingRwp
Saddar azizullah02 102884 Danyal Billing 02-03-2019
02-03-19 TT generated: 04-03-19 on 06-03-2019
This was Change of Ownership case.
Admin is again forwarded to Billing &
Chaklala Cantt saqibminhas2 23203 Danyal Billing 25-02-2019 Configurations were deleted but account is still
Aamil Bhai
Active.
This was Change of Ownership case + shifting
Admin is again forwarded to Billing &
Margalla Town drlakho 103352 Bilal Yousaf Billing 07-03-2019 case but only only Change of Ownership case was
Aamil Bhai
initiated by billing
Customer was committed for installation in 5 6 Comments have been added to the
Royal Avenue khurramnaveed 103706 Irfan Sales 08-03-2019 days Written Lead-time was 5 Days (Actual lead installation admin to install this
time of this area is 8-10 Days) connection ASAP (08-03-19)
Customer was committed for installation in 7 Days
but missing on CAF Civil work was required and
Email has been sent to Sales to
Faisalabad salman414 1020867 Irfan Sales 11-032019 customer was been informed from sales for
investigate the issue 11-03-19
installation on next day customer takes leave and
travels from other city for completion of installation
Sign up done by sales in area where services are
Chaklala Cantt umair147 104084 Usama Sales 11-03-2019 Email has been sent to concerns
not launched .With LT of 10WD
Sign up done by sales in area where services are
Chaklala Cantt aamiriqbal83 103932 Usama Sales 07-03-2019 Email has been sent to concerns
not launched .With LT of 10WD
ONT WiFi coverage issue was not communicated
Bahria (Safari Villas-1) amirdad1234 104125 Jawad Sales 13-03-2019
by the sales person
sales person: Arslan sadiq was
distance between two buildings is around 25m and
ifnromed about this. he cancelled the
sales person suggested customer to avail second
second port.Arslan sadiq was called
gulraiz nomanjahangir 103283 faizan sales 12-03-2019 port option for connectivity between two building
and customer talked to him regarding
rather than second ONT. Laying charges were also
mis-commitment. customer was
mis-communicated @Rs-5/ft rather than Rs-7/ft.
annoyed.
Email has been sent to billing (14-03-
Peshawar khisrokhan134 2000341 Irfan Billing 14-03-2019 Ont relocation created on wrong ID
19)
Email was sent on 6th while shifting negligence found by
Islamabad u-kunnasarai 82733 Asad Ali Billing 13-03-2019 Shifting case late
case opened on 13th billing team
This was Change of Ownership case + shifting
Admin is again forwarded to Billing & negligence found by
Margalla Town amindur 104280 Bilal Yousaf Billing 16-03-2020 case but only only Change of Ownership case was
Aamil Bhai billing team
initiated by billing
CAF was signed on 8th
Case Delayed by the sales for 7 Days he was been
Email has been sent to Sales to arch but uploaded on
Rawalpindi taimoorraja321 104296 Irfan Sales 08-03-2019 infomed for installation in 6 to 8 days in written but
investigate the delay (16-03-2019) 15th march 2019. ID
customer id created on 15th
delayed by sales team
CAF was signed on 11th
Case Delayed by the sales for 5 Days he was been
Email has been sent to Sales to arch but uploaded on
Rawalpindi rahatijaz 104354 Irfan Sales 11-03-2019 infomed for installation in 6 to 8 days in written but
investigate the delay (16-03-2019) 16th march 2019.ID
customer id created on 16th instead of 11Th
delayed by sales team
Case Delayed by the sales for 6 Days he was been
Email has been sent to Sales to
Safari Villas 1 ali177 104429 Irfan Sales 12-03-2019 infomed for installation in 8 days in written but ID delayed by sales team
investigate the delay (18-03-2019)
customer id created on 18th instead of 12Th
As per CAF JOY Box but package assigned was called on extention 415
Gulraiz-5 mirzaarri 104228 Jawad Billing 22-03-2019
Digital box (Idress/billing).
liaqataliisd Arsalan Shah Billing 27-03-2019 Incorrect Address Mail sent to billing
April 2019
Change of User ID generated but this is also a
customer delayed by
zahidkhank5 Arsalan Shah Sales 02-04-2019 shifting case that was no way informed to the Survey scheduled
billing team
installation team.
The Cameras heat up in cold weather. If this Cameras have been installed under
Safari II ehsanyousaf 28446 Farees MSD 01-02-2019 Presists in summer, the NWatch Service shall be shades where posssible. MSD had
disturbed. been informed.
Shifting case wrongly initiated. No request from
Email sent and shifting case of
Bahria Enclave fahadali62 Arsalan Shah Billing 04-04-2019 customer. Billing member faiza pasted the email of
fahadali62 canceled
another ID: SUNDASKHAN21 with this ID
Survey missed due to incorrect team assignment
habibullah Arsalan Shah Billing 43559 Survey scheduled for next day
by salma bibi billing
customer sent text for shifting on 26th march 2019
gulraiz musawir 21068 Faizan billing 43528 and shifting case was generated on 2 april 2019. delay found at billing end
customer was extremely annoyed at time of survey
Admin reverted to sales person for
rbhatti Arsalan Sales 43560 incorrect contact number on CRM 00302831199
changes
Chaklala-3 umerfarooq888 105108 Jawad Sales 43681 UPS not Mentioned on CAF Haroon/Sales bhai was coordinated.
CUSTOMER REQUESTED FOR SHIFTING + customer informed
CHANGE OF OWNERSHIP, SHIFTING CASE CALLED BILLING DEPT. 83 AND verbally to dont proceed
NPF sharida 27951 faizan BILLING 43528 WAS GENERATED on 3-4-19 BUT CHANGE OF EXT 153 MULTIPLE TIMES BUT for change of ownership
OWNERSHIP , NEW ADMIN WAS NOT ISSUES DIDN'T GET SOLVE. just update the poc
CREATED SINCE 9-4-19 details. issue resolved.
INSTALLATION ADDRESS WAS NOT PROPER,
NPF ammarbinriaz 105323 FAIZAN SALES 43681 ADMIN FORWARDED TO BILLING
BLOCK AND STREET NUMBER WERE MISSING
CAMERA CONFIG WERE SENT ONE DAY
PRIOR TO INSTALLATION.BUT ACCESS TAC
CALLED ACCESS-TAC AND MSD
DIDN CONFIGURE THE CAMERA,MOREOVER
DEPT.HASEEB MEHDI IDENTIFIED
NEXT DAY THEY CONFIGURE IT ON WRONG issue found at access-tac
SAFARI VILLAS hamzahussain1 23930 FAIZAN ACCESS TAC 43681 PROBLEM AND INFORM ACESS
PON AS WELL BRIDGED 02PORTS RATHER 03 end
TAC THAT THEY CONFIGURE IT
PORTS. IT CAUSED A LOT OF TROUBLE FOR
ON WRONG PON.
TEAM. CALLED ACCES-TAC,HASEEB MEHDI
MULTIPLE TIMES.
IN SMART N-WATCH BOX, WHENEVER BOX
RESTART STRAMING GET DISTORED UNLESS
hamzahussain1 23930 FAIZAN MSD 43681 MSD-HASEEB issue found at MSD end
YOU UN-PLUG HDMI CABLE AND PLUG IT
BACK.
Customer complained that he requested for re-
opening a month ago but team received the
Askari 7 cipsnust 105179 Danyal Billing 04-10-2019 Mail Sent to Billing and Mr. Aamil
installation admin on 03-04-2019. Customer wants
to terminate the services now.
As per customer he paid for JoyBox and also Fahad from billing
requested for Internet package. Internet package assigned package on call.
G11 hw-warda405 Arsalan Billing 11-04-2019 Billing Team informed through email
not assigned and customer bashed Installation Resolution time 30mins
team for this. approx
Installation & Billing Addresses were mentioned as
"House no. Adyala Road, Rwp". Admin was Aamil Bhai and Miss Salma Bibi were
Adiala Road ishahzebraza 65396 Danyal Billing 04-08-2019
forwarded to billing twice within 3 days but correct called then the address got updated.
address was not updated.
AFTER MEETING
afandi colony ayubi810 wrong address
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
salesperson shayan khalid,
E-BLOCK khizarahmed 105394 sales miscommited regarding signal
coverage area.
murre road sunnyarts 105664 billing
ECAF Created on (03-04-2019) ECAF
Bahria phase2 shabbir51 105598 Jawad sales 04-16-2019 Installation was done on priority
approved by Finance(11-04-2019)
Old package of DIGITAL_BOX(1 Box) was
NPF afghandarbar 105395 Jawad sales 04-17-2019 Aamil bhai :)
assigned.
saleemiqbalkhan Arsalan Billing 43571 Incorrect shifting address Email sent to billing
Reopenig case forwarded to installations after the
Margalla qasimblock Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla qasimblock2 Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla qasimblock3 Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla qasimblock4 Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla dawoodblock Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla dawoodblock01 Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla dawoodblock02 Bilal Yousaf Billing Email sent to billing
delay of 06 days
Reopenig case forwarded to installations after the
Margalla dawoodblock03 Bilal Yousaf Billing Email sent to billing
delay of 06 days
"Installation Address: Admin Forwarded to Sales & Sales
Adiala Road chshahidzulfiqar 105965 Danyal Sales 04-18-2019
Adyala Road, Rawalpindi" person for correct address
salesperson : junaidshukit committed with
7th road cbshostel 105989 faizan sales 19/4/19 customerto conduct installation within 2 days
otherwise NTL will proceed for refund
customer mailed on 11th and shifting case was
college road irfanniazi2 65704 faizan billing 22/4/19
generated on 16th april .
Id uploaded on wrong tab, wrong sector/sub sector
7th road husnainraja6669 106232 faizan billing 24/4/19
assignemnt
No plaza was mentioned. No office/ shop number
Phase 7 muhammadabdulmateen 106283 Farees billing 26/4/19 Requested Billing to write it on Admin
was mentioned either.
It was a Shifting case, Customer sent the message
on 23 of April but due to some issues case was
E-11 mnouman5683 34806 Humam billing 26-Apr-19 forwarded to installation team on 26th of April that
was friday so case shifted to next week due to
which customer was quite annoyed.
Customer paid for connection on 26th and ID
created on 29th. Customer forcing for early
G-11/2 arehman338 Arsalan Sales Delay at sales end
installtion. Sales person called and requested the
same.
Customer email on 20th april and shifting was
Gulzar e quaid faheemgul 67693 Usama billing 6 April generated on 26th April.customer mentioned in
email to do the shifting on 29th.
Customer MAiled on 24th of April and case was
Q-J Heights suhaybalikhan 75802 Humam Sales 2 May initiated on 2nd of May due to some issues that
made the customer really annoyed.
customer mailed on 18th of April and due to some
issues billing department forwarded this case on
G-10/2 enem200 19822 humam billing 2 May
2nd of May, due to which the customer was highly
annoyed
Phase 7 megasolutions 30524 Farees billing 3rd May, 2019 No Office number was mentioned. Requested Billing to write it on Admin
29th April,
Phase 7 naeemahmedbutt 106414 Farees billing No street number was mentioned. Requested Billing to write it on Admin
2019
called to sales person: amjad younas
POTS + video pacakge was not assigned neither
s.town arifzaman 106620 faizan for verification and then package
marked on CAF.however customer made payment
asssignment
customer signed up on3/5/19 but CAF was
midway plaza ssenterprises 106871 faizan 6/5/19
uploaded on 7/5/19
30th April,
Phase 7 jawarianaz 97697 Farees billing No house number was mentioned. Requested Billing to write it on Admin
2019
Customer is annoyed that he paid earlier and why his
Ghauri Town Phase 3 umarali85 106929 humam sales 10 May
case innitiated on 8 may
CUSTOMER MAILED FOR SHIFTIGN ON 2 MAY AND
BILLING DEPT GENERATED SHIFTING CASE ON 6TH
B-BLOCK mari3434 23934 FAIZAN BILLING 10/5/19 MAY . NOW CUSTOMER IS EXTREMELY ANNOYED AND
WANT TO GET SHFITIGN DONE AT TIME OF SURVEY.
ISSUE ESCALATED TO WAHAJ SHB
amount was submitted on the 2nd of may and case
Ghauri Town Phase 2 smohammadadnan 106924 humam sales 11 was forwarded to the concerns on 8th of may, due to
which customer was highly annoyed.
customer signed up on3/5/19 but CAF was
Gulistan Colony raozohair 106814 Jawad sales 14-05-19
uploaded on 6/5/19
Safrai Villas-3 zaighamaanaqvi 107090 Jawad Sales 15-05-20 Wrong number mentioned on the eCAF
customer signed up on7/5/19 but ID was created on
Korang ericjohn 107342 Jawad Billing 23-05-21
16/5/19
Korang abdullahsaeed 107195 Jawad Sales 23-05-21 NOT AVAILABLE
Wrong number mentioned on the eCAF
Korang Town faisalsiraj Jawad sales 23-05-22 Wrong Number: 03335370150
Actual Number: 03335730150
Mailed was recieved Nasir ali about the query of
customer that is ( Customer is annoyed and he is not
satisfied with cabling and the person who installed
G-14/4 aitzazjaffery 106413 Humam billing 25-05-19
cable phone . Please proceed .) When called to
customer he is saying he wants bill adjustment of
1107
Ms. Hira Tariq/Sales commited to customer that
installation will be done within 05 working days but as
per the lead time provided by the installation team to
F-6/3 sohailsaleemf6 107696 Bilal Yousaf Ms. Hira Tariq/Sales 25-05-19
sales clearly shows that it is 10-12 working days. Issue
has been escalated to her as customer is so much
annoyed
customer sent the message on 8 may and 12 may for
relocation but the case was forwarded to installation
Bara kahu hassanalikayani 104222 Humam Billing 27-05-19 team on 23 may which made the customer extremely
annoyed and some inconvinience was also seen due
to this delaying issue.
Customer called from saudia and said that his smart
Syed Mohammad
G13 nomair nwatch is not detecting events. He also complained Issue escilated to MSD
Arsalan Shah
that cameras are online but not recording.
June 2019
Customer is quoting that he has paid the advance
G-6 gemini3in1 108360 Humam sales 6-8-19 payment on 30-05-19, so why his case is initiated late
i.e. (08-06-19)
signup was done without any confirmation from
MURREE ROAD bestlink 107703 humam sales/ planning 6-11-19 planning customer is extremely annoyed case has
been discussed with Sir Faheem and Sir Waqar
Re-activation case ticket opened and installation
azharkaleem1 Arsalan Billing 6-11-19 Email sent to billing
admin not opened/forwarded to concerned team.
Shifting case of mentioned ID opened despite telling
multiple times that nust IDs are not to be shifted in Detailed explanatory email sent to aamil
nustl7 Arsalan Billing 6-11-19 any case as the IDs belong to apartments, not bhai and verbal explanation given on
customers. Customer get the concerned ID for use till call.
he uses that specific apartment.
issue was escalted to SM Sir Waqar, a
New nap plan was requested but nap was given after meeting will be conduct with planning
dawoodkiani 108609 faizan planning 13/6/19
02 days after giving them reminder on call team members to take actions to avoid
such delays
habeel1230 108400 faizan planning 11/6/19
chabdullah 108613 faizan planning 13/6/19
mubasherawaaan 108612 faizan planning 13/6/19
abidmughal79 108506 faizan planning 13/6/19
Due to saturation issues, this area was in blocked area
list and admin was forwarded timely to planning dept.
to refuse this installation and they agreed. After 12
days , when customer insisted to get services, plan
committe chowk bestlink 107703 faizan planning 27/5/19
was provided on immediate basis and now installation
team has to do this installation ASAP. This ‘planning
on demand‘ is not an appropriate way to deal with
installations.
customer was signed-up in non-coverage area , installation
raja bazar team did survey and informed planning , it’s not possible.
telehouserwp 107499 Firstly, it in non-coverage
faizan area secondly even nearest coverage area was in saturated area list. In any way, this installation was not possible. But planning team gave plan from wrong DC and NAP, which were not even close to that area. Physical visits are required in such cases to understand on ground situations.
planning
New and Old address of this shifting case were same TT and installation admin reverted to
Saddar unitedmobile 98353 Danyal Billing 24/6/19 Correct Address provided
on installation admin as well as TT Billing for the correction
Billing team generated a ticket of PAC and then
Aamil bhai and billing team has been
forwarded to Tx-Saddar without any comments
Soan Gardens midasintl1 84244 Danyal Billing 25/6/19 requested multiple times to mention the Issue still not resolved
whether to retrieve the hardware or it needs to be
appropriate information
handed over to the customer
G11 hashimali624 Address format incorrect. Email sent to billing
customer is quoting that he mailed 3 days back and
behria town blinkp 29923 Humam billing 27-6-19 also got the reply when told the case is not innitiated
that made him annoyed
compilation of issue is
Service check time was given 1:15pm and even
required from all teams
westridge chhussain 31315 Usama Access tac 26-6-19 escalated to Ali Malik at 1:30pm but configurations pending
and than meeting will be
were done on 2:59pm
arranged
compilation of issue is
Service check time was given 4:00 and even escalated required from all teams
Chaklala Scheme 3 house111b 109327 Usama Access tac 27-6-19 pending
to zeeshan but configurations were done on 4:56pm and than meeting will be
arranged
compilation of issue is
DJS 1224 was not entered in the FTTH and it is required from all teams
rjanjua01 108196 Usama Planning 24-6-19 DC will be added by Planning team
pending at planning end and than meeting will be
arranged
planning gave plan for new nap ,when hanging visited
sadiqabad mohib0321 109087 faizan palnning 21/6/19
there they found joint was full,
CAF Created on 25th june but ID created on 1st july. survey scheduled on priority. Sales
h11 hw-hillhouse Arsalan Billing 01/07/19
Customer angry. PREMIUM30 customer person is nizai sahab
customer is quoting that he mailed 5-6 days back and
Lalazar qasim8 60721 Humam Billing 43503
also got the reply but the case was not initiated yet
admin was opened on 2-17-19.title of installation
admin was patching removal and when team reverted
sadiqabad zameerahmad 101053 faizan billing 43592
to billing dept on 5-7-19 then they came to know it is
shifting case.
Script was initiated by team on 6th july and on 8 july it meeting required for clarification of meeting required for
Scheme 3 Emaankayani 109469 Usama Access tac 43623
is still pending with NGN tac for configurations. process clarification of process
Installation Re-opening case opened without
toobajaved 94924 Arsalan Billing 43806 confirmation from customer. This was supposed to be Email sent to aamil bhai
a re-opening+shifting case. delay caused
CAF was created on 22 june 2019 but forwarded to
b-block sheikhrustam 110472 faizan sales 43806 installation team on 11July. customer called in TAC
and was extremely annoyed.
zahmed999-(Mr. Zaheer Ahmed)-
faizan admin title issue
(NTL-83257)
CUSTOMER MAILED ON 3/7/19 BUT SHFITING CASE
buttuk4141 FAIZAN BILLING 16/7/19
WAS GENERATED ON 15/7/19.
customer is quoting that the sales person has
conveyed him that installations will be done with in 3
waleedibrat 110526 humam sales 17-7-19
days meanwhhile the lead time of the area was 8-10
WD
customer mailed for information regarding shifting
taqintl humam BILLING 20-7-19
and billing innitiated his shifting request
mtsatti 107734 faizan billing 22/7/19 shifting case- new address was not updaTED
July 2019
improper shifting address. Actual address details: Old
Address:House No. 766, Street No. 11, G-11/1,
Islamabad .
New Address:Flat No.202, Block No.1, Savoy Tower, F-
G11 qmc766 16945 Arsalan billing 11/1, Islamabad, INCORRECT details pasted in CRM: aamil bhai informed
Old Address:Flat No.202, Block No.1, Savoy Tower, F-
11/1, Islamabad .
New Address:House No.84, Street No.7, E-11/4,
Islamabad
improper shifting case, despite clearly mentioned in
albayyinah 95525 faizan billing human negligence
customer e-mail
malijinnah 85284 faizan billing wrong admin title human negligence
It is shifting case but admin reopened with title (No
F-6 norwegian01 7748 Bilal Yousaf Billing 43673
Configuration Found)
ID created. As per Ali
Qureshi from sales, this
was pending due to billing
H12 NUSTMM10 Arsalan Billing caf processed on 22nd july but ID not on crm till 29th. Sales team informed.
as some waiver needed to
be processed that was not
done by billing timely.
NO OFFICE NUMBER NO FLOOR NO MENTIONED IN
STOWN wasihaider1 FAIZAN BILLING CAF,CUSTOMER IS NOT PICKING UP PHONE CALL,
SURVEY CANNOT BE DONE
no case was innitiated and was forwarded to
Chaklala Scheme 3, petset 64638 humam billing 29-7-19 transmission for coordination with the customer by
Nasir Bhai
case was inntiated against any other id due to which
we had to face extreme scenerio as there were 2
Bani Gala colnaved 14185 humam billing 31-7-19
customers that were annoyed and both were army
serving persons
August 2019
Customer is quoting that he did mail regarding shifting case on Friday (26 July) and also got the reply from Miss. Komal but
blue area haseebnazar 37705 humam collection 1-8-2019 the shifting case was initiated on 31july by Miss Salma, when customer was conveyed that his case was received yesterday
that made the himannoyed.
Customer Mailed on 23 July and case was innitiatedon 1st of August, Customer is quoting that no one guided him regarding
F-11 sameersams humam billing 3-8-19 the payment issue and was so annoyed that he wanted refund, Case was discussed with the team and installations will be
done on Monday
Customer sent a mail that he wants to relocate the
connection from saeed colony to Wapda city and miss
maham created the ticket of ont relocation instead of case was discussed with AAMIL BHAI without wasting any time
faisalabad raizrahim 1009560 humam billing 3-8-19
shifting case, customer was extremely annoyed although the office timings were off (5:40 pm),
regarding the services and it was very hard to handle
him
Pakistan Town sardarnawaz mohib billing 5-8-2019 customer mailed on 31 July and the case was forwarded on 5 August
faisalabad bigyuzi mohib billing 6-8-19 customer mailed on 30 july and case was innitiated on 6 August
Airport Housing Society maisamrizvi mohib billing 6-8-19 customer mailed on 31 July and the case was forwarded on 5 August
case was innitiated by miss Salma totally wrong, 2
cases were innitiated the first case that was
innititated was genuine but after 2 minutes some
haqnoaman humam billing 7-8-19 case was discussed with concerns
other customer's request was pasted on the same
admin and due to which it was hard to trace the real
problem and customer was also highly annoyed
shifting innitiated wrongly customer wanted to shift
case was discussed with Jawad bhai so
myounas humam billing 16-8-19 to Behria town and adress of F-7 was mentioned in
that shifting can be handle properly
the CRM
It is reopening case, packages were not assigned Admin reverted to Billing for needful
F-7 alimallick 47485 Bilal Yousaf billing 16-08-2019
against the ID. action.
Customer had an id on which he requested for shifting
and ordered a new id as well both requests were sent
Orakzai Plaza bashir0321 humam billing 19-8-19
on the same day i.e (9 August) but the shifting case
was innitiated on 16th of August
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
Re-activation of ID opened without proper POC
Aamil bhai was requested. He will
details. When customer requested for activation team
f11 hw-warda512 arsalan billing 20/8/19 contact adeel from billing and provide
should have requested for proper POC details before
number.
forwarding to the concerned team.
discription of installations admin was patching
removed while the case was of shifting plus
shahzadanwar01 humam billing 21-8-19
reopening, case was not forwarded to any team
customer was suffering as well
discription of installations admin was patching
removed while the case was of shifting plus
asifjkhan mohib billing 21-8-19
reopening, case was not forwarded to any team
customer was suffering as well
rigelassociates Jawad billing 21-8-20 Shifting no package
customer mailed for shifting but HW permanent
saad56 humam billing 27-8-19
removal request was initiated against this user id
customer mailed for shifting but HW permanent
badarmunir mohib billing 27-8-19
removal request was initiated against this user id
Channel width and least congested Wifi
channel were not set as per the updates
Escalated to Muhammad
Harley Street zakwanmehmood 111443 Danyal TAC 03-09-19 Frequent Disconnections - Wireless on TT. These has been set to the
Ibrar (AM TAC)
required values and now customer is
satisfied.
Customer mailed several times billing representatives devises of customer was removed on his
saeedakbar2011 humam billing 11-09-19 also confirmed that the shiftig has been innitiated but request on 7 Sep to make him less
no such case was innitiated annoy
Customer dropped a message on support on 11 and
shariqkhan01 humam billing, collection 12-9-19 as per him also got the reply but the case was
innitiated on 16 Sep.
Hardware was not added by sales and billing now new
Usama Sales/billing 19/9/2019 entry will be done in sap but nothing will show in drop Manual form will be made
farrukhrazi
down menu
farrukhrazi usama ES 19/9/2019 E caf cannot be saved run time re entry will be done
first time shifting case was innitiated same old and
shamii billing, collection 20-09-2019 new address, case was again opened on 17 sep but no
packages were assigned even on 17
payment was revieved on 13 verification message was
also sent to the customer on 13th of September but
atifrao744 humam Sales 23-9-2019
the case was innitiated on 17 September. Customer
got annoyed due to this
case was discussed with the concerns
barkat2422 humam billing, collection 25-09-2019 shifting case innitated wrongly with out wasting time but shifting
should be innitiate with more care
PLEASE PROVIDE THE MODULE TO
akhtarshahzad72 USAMA BILLING 26/9/2019 ACCOUNT ACTIVATION MANUAL INSTALLATION MANAGER WILL SAVE
CALLS AND WAITING
payment was revieved on 17 verification message was
also sent to the customer on 17th of September but
Proper guidance was provided as per
saambabu humam sales 26-9-2019 the case was innitiated on 19 September. Customer
policies
got annoyed due to this. it was very difficult for us to
entertain him
syedhassanshah usama Sales/billing/es/Tx 26/9/2019 Package showing is 200f
munirahmad01 Asad Billing 27-9-19 TT not forwarded to SCM for PAC
Customer wanted shifting but HW removal permanent
case was discussed with the team mail
khalid65 humam collection, billing 27-9-19 removal case was innitiated, Customer was extremely
was also sent to him
annoyed
the case was of change of ownership and shifting but
sumbalch humam collection, billing 27-9-19 only chane of ownership was innitiated customer was
annoyed
Shifting case was initiated by billing team but new Admin reverted to Billing team for
Park Road. u-sardarsair 85602 Bilal Yousaf Billing 27-Sep-2019
address was not mentioned correctly correction
Shifting case was initiated by billing team but new Admin reverted to Billing team for
Park Road. u-wahabsiyal 93593 Bilal Yousaf Billing 27-Sep-2019
address was not mentioned correction
It is reopening and shifting case but admin is titled
Margalla Town farazmirza 41318 Bilal Yousaf Billing 21-Sep-2019
with "Patching Removed"

October 2019
6TH ROAD zahidajk321 FAIZAN SHIFTING CASE WAS
BILLING GENERATED WRONGLY. CUSTOMER ONLY WNATED TO HAVE BILL IN PRINTING FORM
1/10/19
KHYBAN E SIRSYED arehman696 PLAN WAS GIVEN FOR
FAIZAN
NEW DJS. LATER,
PLANNING
FEEDING FIBER WAS
1/10/19
ASSIGNED SOMEWHERE ELSE, INSTALLATION, TESTING-DEV, HANGING TEAM FACED DIFFICULTY AT TIME OF INSTALLATION
Customer mailed on 22nd of September and she also case was escalated to team without
rabiaarif humam billing,collection 2-10-19 had Screen shots as well, but case was innititated on wasting time and case was expedited by
30th of September team
2 tickets generated for shifting case out of which 1 is
snaink Arsalan Shah 3-10-19
wrong tt# 1574144 & 1574148
Customer had 2 id's and shifting was initiated against
humam billing, collection 10-10-19
abdulqadeer the second id customer was annoyed due to this.
shifting case was initiated with title of patchign
removal on 8 oct. later team member inquired from
6th road faizan billing, collection 11/10/19 customer, and called in billing to inform it was a
shifting case and then shifting generated on 11 OCT
zeuspvt 5477 2019.
customer is quoting that lead time conveyed to him
was 7 days that is not as per OCTOBER lead time
atta87 humam sales 17-10-2019 report plus the lead time is also not mentioned on
CAF, he was really annoyed and was not listening
regarding the workings
customer was conveyed lead time of 8 days which is not
as per actual. Customer has been informed that there are
humam sales 18-10-2019 external workings required in the area and team will try
to do the needful as soon as the external workings are
bushrabegum completed. Customer is annoyed
customer is quoting that lead time conveyed was of 5-
7 days by Haris Bhai, She was extremley annoyed, and
syedibrahimshah humam sales 22-10-19 wanted refund. No lead time mentioned on CAF she
was guided accordingly and case farwarded to Bilal
Bhai for urgent installations
customer shifting case was innitiate with the dalay of
47120 ibrahim billing, collection 22-10-19 5 days and he was highly annoyed and will also visit
xperiasol007 the office as well
payment was recieved on 17-10-19, id was generated
irfanalise humam 22-10-19
on 22-10-19.
payment was recieved on 14-10-19, id was generated
mohammadhassan1952 ibrahm 24-10-19
on 23-10-19.
customer was guided that installations will be done in
6-8 days mean while id was of airport housing society
humam 25-10-19 and lead time is of 15 w/days. Plus customer was
quoting that Mr.Moueez your sales person is not even
wasifkayani recieving my call customer was highly annoyed.
Admin forwarded to NGN TAC for POTS configurations
Going to schedule a meeting with NGN
Soan Gardens taimoornwn 115593 Danyal NGN Tac 23-10-19 on 23-10-19 but it was reverted to installation team
Tac
on 24-10-19
Admin forwarded to NGN TAC for POTS configurations
Going to schedule a meeting with NGN
Soan Gardens emranshd 115525 Danyal NGN Tac 23-10-19 on 23-10-19 but it was reverted to installation team
Tac
on 24-10-19
Going to schedule a meeting with NGN
Admin forwarded to NGN TAC for POTS configurations Tac.
Soan Gardens talatsamiullah 115487 Danyal NGN Tac 24-10-19 on 24-10-19 but it was not reverted back to Moreover TAC Super Zeeshan has been
Installation team after configurations informed to ask proceed for the
configurations.
Going to schedule a meeting with NGN
Admin forwarded to NGN TAC for POTS configurations Tac.
Soan Gardens sheikhrehan 115360 Danyal NGN Tac 23-10-19 on 24-10-19 but it was not reverted back to Moreover TAC Super Zeeshan has been
Installation team after configurations. informed to ask proceed for the
configurations.
CUSTOMER ASKED FOR SHIFTING FROM MARGALLA
RAJAARSHADMEHMOOD 107815 ASAD ALI
TOWN TO S.TOWN C-BLOCK .
BILLING SALES PERSON /FAIZA KIYANI GENERATED
SHIFTING CASE OF FAISLABAD, ON THIS ADMIN
(RANAASIF).
Gulistan rahimtahir Jawad ES 30-10-19 Auto locking (Services are working fine) Reactivation
customer is quoting that he personally visited
the office 4-5 times his first visit was on 18th
case discussed with team survey will be
chaklala imranfahad humam billing 31-10-19
of October and he told that he wants shifting
conducted on urgent basis and team will
and change of ownership.but the shifting ws
try to do the needful on priority.
initiated on 29th of October he was highly
annoyed and call duration was of 24 minutes

November 2019
NPF rajashaukat Jawad ES 01-11-19 Auto locking (Services are working fine)
NPF sidrahsyed Jawad ES 01-11-19 Auto locking (Services are working fine)
okbangash Auto locking (Services are working fine)
Gulraiz harisbk22 Jawad ES 01-11-19 Auto locking (Services are working fine)
POTS configurations pending since 1st Nov. NO action
AbuBakar Block qamarparvez929 105977 Farees NGN TAC 02-11-19
has been seen yet (10:01 AM, 2nd Nov).
aliblock3
This is reopening case but no package has been
aliblock4
Royal Avenue Islamabad Bilal Yousaf Billing assigned. Admins reverted to Billing for package
aliblock5
assignment.
aliblock6
customer's Wife sent the request from her number
regarding Shifting on 29th of Oct and also discussed
her case with Miss Nazish in Billing and she was told
that her request is forwarded to concerned
nayyarhayat Billing department but on 3rd of November she was guided
that shifting will be innitiated only from registered
mobile number customer was annoyed and was
quoting why she was not guided properly and is also
quoting Miss Nazish name
fahad78 45831 Farees Revenue 06-11-19 Wrong forwarding of TT by Ms Rabia Kanwal
Wrong forwarding of TT# 1657476 by Ms Nazish
shad1234 Farees Revenue 11-11-19
72628 Haroon
gsfrisb 116386 Farees NGN TAC 11-11-19 No Adapter in the ATA Box after configurations
sherghazan 55884 Farees Finance 11-11-19 Wrong forwarding of admin by Ms Sana Naqvi
customer shifting was innitiated on 7-11-19 but was
case was escalated to the concerned
Humam 11-11-19 forwarded to team after reminder on 11-11-19 it was
team manager to avoid more delay
quettahygienic a corporate id and customer had multiple id's
customer shifting was innitiated on 7-11-19 but was
tariq845 Humam 12-11-19
forwarded to team by myself
Customer is quoting that the sales person is not
recieving call after recieving the payment plus the team was guided accordingly fiber will
amirriaz2 Humam sales 13-11-19 sales person commit that his fiber will be provided to be provided to the customer in short
him in 2 days but didnot guide the team to do so. time.
Customer was really annoyed on not recieving the call
customer asked for re-opening and shifting,customer
s.town 48422 faizan billing 14/11/19 recieved message that procees has been inititated but
ahengineering no work was started on admin.
customer shifting was innitiated on 7-11-19 but was
case has been discussed with Arsalan
forwarded to team on 14-11-19, Customer was
Bhai, Survey will be conducted on
asmajn80 Humam 14/11/19 quoting that she have genuine issues and wants
urgent basis and team will guide the
installations in coming days or else she will go for
customer accordingly
refund
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation
 Responsible Date Issue Comments after
Area / Sub- Area User ID NTL Number Escalated By Detail of Issue Rectification Procedure
Department Occured investigation