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What to do when handset is lost ?

The customer reports that the mobile hand set is lost. What is the customer service rep supposed to do after verifying the customer. The customer wants to change the mobile service provider , but wants to keep the handset provided by the mobile service provider and also the mobile no. Is the customer charged the cost of the handset if he /she does not have at least a1 year relationship with the mobile service provider.

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Question ajoutée par Subhranshu Ganguly , Quality Analyst. , WIPRO
Date de publication: 2014/01/29
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luma hijazi
par luma hijazi , Head of Call Center , اتصالات

When handset is lost : first I contact with the company to stop and give the company PIN number to keep track of calls and locate the handset

Manu Mohanan

First of all we have to call the Customer care and tell them to stop the sim because I've Losted My phone. and then we have to take a complaint to Police Station.

Phungshok Mayowon
par Phungshok Mayowon , Sr. customer service executive , Convergys India

In thi case customer needs to contact to the network service provider so that they can block th SIM and at the same time blacklist the IMEI of the handset to avoid unauthorise users. If the customer wants to change the service provider within one year of contract/plan yes we need to inform the charges whateva the remaining is and ofcourse customer can keep the same number to another network. For that we will generate PAC code to process the MNP ( mobile no portability)

Divyesh Patel
par Divyesh Patel , Assistant Professional Officer- Treasury , City Of Cape Town

It is important you contact your provider as soon as possible to avoid facing high charges as a result of unauthorised use. Once you have reported your phone as lost, your provider can bar your SIM to stop calls being made on your account. Your provider can also stop anyone else from using your phone by blocking it.

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