Notes

STEP-BY-STEP

Creating Ticket - TALKTALK PORTAL
1. Input customer CLI
2. Click Create Incident
3. When page loads, input CLI number on field
4. Press Enter.
5. Input Account Number, Post Code (copy and paste from TRIO's Accounts tab)
6. Fill up everything in bold font Customer Details tab
7. Select Fault Classification
Notes:
Customer Details Tab
Care Level > Select Care Level 1
Work Info
Summary > Copy + paste Fault Classification selections
Notes > Copy + paste notes from Resolve
8. Send to SMC
* Work Info Type: Update for CPWN
9. Click Send to Selected Team

Escalations - TRIO
1. Customer Account Page
2. Customer (under Activities tab)
3. Manage Escalations
4. Click account number
5. Are there are escalation tickets within the past 7 working days?
YES; whereas,
the escalation ticket submitted is the same as the current concern
"As per checking, there is an existing ticket regarding the same concern. So, we have to wait until the 7 working days end before we proceed in creating a new escalation ticket."
Create ticket if:
The escalation ticket submitted is not the same as the current concern,
There are no escalation tickets within the past 7 working days.
6. Select Escalation Type > Select Escalation Sub-Type
7. Ctrl + Shift + N

Complaints - TRIO
(File complaints if customer mentions "Complaints" or "Talk to a manager." or if:
1. Customer Account Page
2. Customer (under Activities tab)
3. Complaints
4. Ask when concern has started. Fill out Complaint Start Date.
5. Fill-up necessary fields
6. Forward to FM/CSM

Checking Bars - TRIO
1. Customer Account Page
2. Customer (under Activities tab)
3. Manage Bars

Ordering Components for Customer - TRIO
1. Customer Account Page
2. Account (under Activities tab)
3. "Is an engineer on site to provide the new CPE order?" Always click NO.

Adding Notes for Customer Records
1. Customer Account Page
2. History (under Activities tab)
3. Add Note
> Channel: Inbound Call
> Summary: Fault
4. Copy and paste notes

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TALKTALK PRODUCTS/SERVICES

BROADBAND (SUPERPOWERED FIBRE)
• Fastest connection speed of up to 76 mb (Fibre Medium - 38 mb)
• Unlimited TalkTalk to TalkTalk calls
• Homesafe
• 5x faster download speed

TALKTALK PLUS TV + BROADBAND + PHONE
• Free 7-day catch-up (BBC I-player, ITV player, 4OD, Demand 5)
• Free 70+ Freeview channels
• With search, pause and record
• No annual subscription
• Movies on demand
• Unlimited download speed
• Free wireless router
• Free Homesafe and Supersafe Boost
• Unlimited calls to UK landlines (0845, 0870 numbers)
• Access to Boosts for a 30-day period

SIMPLYBROADBAND
• HomeSafe available
• Advanced wireless router
• No call package available, pay per call
• Ability to block outgoing calls
• Unlimited TalkTalk to TalkTalk calls
• 17Mb unlimited broadband speed
• 18 month contract

ESSENTIALS TV
• Free YouView box
• 7-day catch up
• 30-minute pause and rewind 70+ Freeview channels
• Unlimited broadband internet
• Unlimited evening and weekend calls to UK landlines
• Free HomeSafe

PLUS TV
• Unlimited broadband internet up to 17mb
• Unlimited Anytime calls to UK landlines
• Unlimited free calls between TalkTalk landlines
• Pause, rewind and record live TV up to 200 hours
• YouView box included
• 7-day catch up
• HomeSafe
• Free TalkTalk to TalkTalk calls

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
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- - - SOME QUESTIONS AND ANSWERS - - -
QUESTIONS AND ANSWERS
Q: How do I look for my IP address?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-find-my-ip-address

Q: How to change admin password?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-change-administrator-password-router

Q: How to check my fibre connection?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-check-my-fibre-connection-setup

Q: How to connect your Smart TV?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-connect-my-smart-tv

Q: What is Super Safe Boost?
A: http://knowledge.talktalkgroup.com/customer-answers/super-safe-boost-faq

Q: How to hard reset YouView Box?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-reset-my-youview-box-factory-settings

Q: Where can I find my YouView Box model and serial number?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-view-my-youview-box-model-and-serial-number

Q: How to register TalkTalk player?
A: http://knowledge.talktalkgroup.com/customer-answers/how-do-i-register-talktalk-player

Q: How to set up MyAccount?
A: http://knowledge.talktalkgroup.com/customer-answers/guide-registering-my-account

Home Safe Troubleshooting - http://knowledge.talktalkgroup.com/customer-answers/homesafe-troubleshooting
Improve broadband speed - http://knowledge.talktalkgroup.com/customer-answers/improve-your-wireless-broadband-speed
Recording YouView box programs - http://knowledge.talktalkgroup.com/customer-answers/how-do-i-record-programmes-my-youview-box
Parental Control - http://knowledge.talktalkgroup.com/customer-answers/how-do-i-set-my-parental-control-prefences-0re
Removing boosts - http://knowledge.talktalkgroup.com/customer-answers/minimum-term-boosts
Current plans - http://knowledge.talktalkgroup.com/customer-answers/our-current-plans
SimplyBroadband - http://knowledge.talktalkgroup.com/customer-answers/whats-talktalk-simplybroadband
Essentials TV - http://knowledge.talktalkgroup.com/customer-answers/about-talktalk-essentials-tv
Comparing Superpowered Fibre to other broadband - http://knowledge.talktalkgroup.com/customer-answers/how-does-superpowered-fibre-broadband-compare-regular-broadband
Call features - http://sales.talktalk.co.uk/product/boost/10613/calling-features-boost