Notes

hasmien.mae
0B569W5kkZBs

[email protected]
SouthTea$2023

[email protected]
TeaCup#2024

Jaz FTTC Tech
NorthTea$2024

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- onset of the chat customer was unresponsive
- sent chaser and 2nd chaser spiel
- sent last chaser spiel
- customer was sent back to Holding Bot.
- closed chat
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Please do allow me 3-5 minutes to locate the account for me to be able to verify.

OTP IDV:

Hence, I have successfully located your account. Great news, we can pass through security with a one time code to your registered email and/or mobile number, which would you prefer?

If I may ask, what type of internet connection are you using to chat with us today?

A. TalkTalk Home Internet Connection B. Mobile Data (3G/4G) Connection C. Hotspot Connection / Other BB Provider

Great! Are you messaging us from home, where the Talktalk service is installed?

As I can see here that we have your alternative mobile number ending xxx. Are we able to contact you on if needed?

========================================================================= CHANGING PRE-DEFINE QUEST:

Great! what telephony password you would like to set up on the account?

This composed of letters, numbers and sign or symbols which is 6-8 characters long or more.
Thank you. Can you also let me know what pre define question you would like me to set up?

What is your childhood pet's name?
What is the last name of your childhood best friend?
What street did you grow up on?
Or your personal questions
*Please choose 1 out of 4 questions.

Lovely, if I may ask, what contact preferences you wish to set up?

Letter Email SMS Telephone

Perfect! I have successfully updated your security details and please do keep note of the updated information as incase you will be asked for this to verify your account.

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If non-AH

Sure thing! Now, since the account is not fully verified. I would like to set proper expectation that we can still check your parents telephone line.

However, if the test result to either providing a replacement or sending an engineer we are unable to do so as account is not fully authenticated.

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I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall and is where the telephone line connects into your house from outside.

Please browse the link https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 -to check the correct master socket this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4 NTE 5C NTE 5 FTTC NTE 2000 Non-NTE Unable to identify due to accessibility needs

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I am checking on the availability of the appointment. It shows we have it on the 16th of January, 2024.

We have schedule in the morning between 8AM - 1PM and in the afternoon between 1PM - 6PM. Which do you prefer?

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Lovely, I appreciate you confirming, if I may ask, were you advised to complete some checks before contacting us, or on previous contacts?

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If would like to confirm what connection type you are currently using?

Wired Wireless Both Wired and Wireless

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If I may ask, what type of device you are using?
Laptop Desktop PC Smartphone Tablet Smart TV/Media Streamer Game Console

I see, and can you tell me if what OS of the device you are using?
Apple iOS Android OS Windows Mobile OS Blackberry OS

And do you happen to know what version of the Operating System of your device?
iOS14 or Latest iOS 13 iOS 12 iOS 11 iOS 10 iOS 9 iOS 8 iOS 7 iOS 6 iOS 5 or older

========================================================================= Checks Completed Outside Pathfinder

I just need to capture details of the checks you've completed previously. I'll go through them individually so you can confirm what has been done so far.

Were you able to switch your router off and then powered it back on again?

Were you able to complete a test with the router connected to the test socket, by removing the faceplate of your master socket?

If I may ask, were you able to switch your router off for a full 20 minutes before powering it back up again?

========================================================================= Equipment PreFiltered Setup Checks

I would like to check some details needed for me to progress the test.

Please do check and ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use?

Kindly check an Ethernet cable is not connected to the WAN (red) port on your router.

Also do check and ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket?

========================================================================= Re attach Faceplate

Now, I'll need you to put the faceplate back on your master socket.

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