Notes

Port Department

Tech Support: Thank you for calling Destiny Wireless. This is Sean. How can I assist you today?
Customer: Huh? Hello? What did you say?

Tech Support: (Repeat the Opening Speil)
Customer:Are you a real person?

Tech Support: Yes Ma'am. You are through Destiny Wireless. I am Sean. How may I help you?
Customer: Ow! Thank you. Uh., I spoke with your robot for more than 5 minutes and after that, he transferred the call to you. Why is it that it takes so long to reach you guys?

Tech Support:I apologize for the inconvenience that you have waited for more than 5 minutes to reach us. This is due to the high volume of calls that we are currently having. On the other hand, I am glad that the Interactive Voice Response system worked efficiently, and you are now routed to our department. Welcome to Destiny Wireless! Can I have the name and phone number that you are calling about so that I can pull out the account?
Customer: Yes, it is under my name. Audrey, so that is with the "d". My last name is Johnson.

Tech Support:Thank you Ma'am. What is the phone number attached to this account?
Customer: It is 401-309-6248

Tech Support: Thank you Ma'am. I got 401-309-6248, is this correct?
Customer: Yeah, you are right.

Tech Support: Perfect! I am pulling your account now.
Customer:Okay.

Tech Support: There is a ticket attached to this account. Let me review the details of this ticket real quick.
Customer:Alright.

Tech Support: This ticket is from our Number Portability Department. They sent a request to your former service provider to release the phone number and transfer it to a different phone with our service running on it.
Customer: Right, right. Now I like how our conversation is going so far. So, what should we do now? I can even spend a whole day today shooting whatever the process it might take to make my new phone up and running with the old phone number from my previous service provider.

Tech Support:I will do everything that I can to make it happen Ma'am.
Customer: Thank you Sean. By the way, just call me Audrey.

Tech Support: Alright Audrey, so, do you have the other phone where you want the old phone number to run?
Customer: Yes! I got it here with me, I mean, I got both the old and new phone. Both are ON, and new phone says no service.

Tech Support: No worries, now, while we work on the new phone, you should leave the old phone ON.
Customer: Yes sir!

Tech Support: Thank you, Audrey. Now, please power cycle the new phone. That is, you just have to turn it OFF and turn it back ON.
Customer: Okay, hold on. I am turning it OFF. Now, it is back ON. Oh! now I got service. Do you want me to make a phone call?

Tech Support: Yes, please.
Customer: Nope! It says I cannot make a phone call and I need to contact the service provider.

Tech Support: Thank you, Audrey for trying to make a phone call. It said here that our system had successfully sent the request to your former service provider to release the phone number. Our system has already registered the serial number of your new phone in our system and it is ready to accept a phone number. In this case, I will call your former service provider to check what is going on. Can I place you on hold for three minutes while I do that?
Customer: Shoot!
Tech Support: Thank you, please hold.

XService: Hello, thank you for calling Xservice. My name is -----, how may I assist you today?
Tech Support: Yes, -----, This is Sean calling from Destiny Wireless. I have a customer on hold trying to transfer her phone number to her new phone in order to use our services. I can give you the ticket number from our Number Portability Department so you can quickly pull out the details. The ticket number is 101-338-832. Again, the ticket number is 101-338-832.

XService: I appreciate the ticket number Sean. Allow me a moment while I open the ticket.
Tech Support: Please take your time.

Xservice: Thank you.
Tech Support: Excuse me ---, while you are still working on the Ticket, can I place you on hold for a minute to update my customer in the other line?

Xservice: I already sent the confirmation code to the customer's old phone. The customer should successfully send the code to me. The old phone should not have any physical activity after that. Yes, you can put me on hold for 3 minutes.
Tech Support: Thank you ---, please hold while I update my customer.

Tech Support: Thank you for staying on the line Audrey.
Customer: No problem. Ah! I got a text message on my old phone. What is this all about?

Tech Support: Awesome! That is from your old service provider. Now, you need to successfully send the code back. After that, do not do anything on your old phone, okay? Just leave it ON.
Customer:Got it! Hold on. Alright, I successfully sent the code back. Now, do you want me to just leave it ON?

Tech Support: Yes, thank you Audrey. I appreciate your patience while we activate the service on your new phone. Now, can I place you on hold again for about three minutes to get back to the Technical Support from your old service provider so that we can continue the process on releasing your phone number?
Customer: You are doing great, thank you Sean. Yes, go ahead.

Tech Support: Thank you for staying on the line ----. We just did the things you told us we have to do.
Xservice: Perfect Sean! I appreciate that. Now, I have succesfully released the phone number. You can now go ahead and activate it to the other phone with your service running in it. On your activation ticket please put the ticket number from our system as a referrence for Number porting transaction. The ticket is 0111-3236-67. Again, the ticket number is 0111-3236-67.

Tech Support: Alright, I got 0111-3236-67.
Xservice: That is correct. Is there anything that I can help you with today?

Tech Support: None, that would be all-----. Thank you so much for your help.
Xservice: It is my pleasure to provide you with a quality service. Thank you for calling Xservice. You have a wonderful day!

Tech Support: Thank you for staying in line Audrey. Let us go ahead and activate the new phone with the phone number that you would like to transfer.
Customer: I like that! Now, what should we do?

Tech Support: On your new phone, I want you to dial *8810 (star, eight, eight, one, zero). It will program your new phone. You need to complete the programming. Once done, it will restart your phone automatically. Once your phone gets back to ON, check if all the services are up and working, such as phone calls, text messages and the Internet. Get back to me once everything is good.
Customer: Okay, give a minute to do that. So, I need to dial star, eight, eight, one, zero?

Tech Support: Yes, Audrey. Dial star, eight, eight, one, zero and call that number.
Customer: Okay, now it says programming. Okay wait a minute.

Tech Support: Just complete the process, then run all the services. Get back to me once you are done. Take your time.


Customer: Now everthing is working. Thank you very much Sean!
Tech Support: Perfect! Now, Is there anything that I can do for you?
Customer: Nope! That would be all. Thank you for your professionalism.

Tech Support: You are welcome Audrey. You can reach us whenever you need our help. Thank you for calling Destiny Wireless, you have a great day!