Contact 1 · 02 Sep, 09:40 · call
Customer reports nightly dropouts on the home connection. Agent adds a note to the account and promises a callback within 48 hours. No fault ticket is raised.
unresolved: Fix the nightly internet dropouts
promise kept: Call back within 48 hours once the network team have reviewed the area
no owner assigned: Added a note to the account. No fault ticket raised, nobody assigned.
transcript
customerEvery night from about seven the internet drops out completely. It comes back after a few minutes and then goes again. It's been doing this for a fortnight.
agentThat sounds like it's on the network side rather than your modem. Let me put a note on the account.
customerI work from home in the evenings, so I really do need this sorted.
agentUnderstood. I'll have someone call you back within forty-eight hours once the network team have had a look at your area.
customerOkay. Forty-eight hours. I'll wait to hear.
Contact 2 · 03 Sep, 16:10 · call
The callback happens on time — the promise is kept. But it carries no outcome: still with the network operator, no ticket, no owner, no date.
no owner assigned: Callback delivered on time, but with no outcome, no ticket and no named owner
no owner assigned: Confirmed no fault ticket exists and no individual is assigned
transcript
agentHi, it's Meridian calling back about the evening dropouts — I said I'd come back to you within forty-eight hours.
customerYes, thanks for ringing. What did they find?
agentIt's sitting with the network operator at the moment. There's no update on your area yet, but the note is on the file.
customerSo nothing's actually happened yet? Is there a reference number I can quote?
agentThere's no reference as such — it's gone on as a note rather than a fault ticket. I can add another note saying you've chased it.
customerAnother note. Right. And who's actually looking at it?
agentIt goes into the queue for the network team to pick up. I can't see an individual name from my end.
customerOkay. Well, it's still dropping out every night.
Contact 3 · 09 Sep, 19:55 · call
A week later nothing has changed. Customer is measured but mentions leaving. Still no ticket exists.
promise open: Raise a proper fault ticket this time
transcript
customerIt's been a week since that callback and it's still dropping every night. I'm ringing off my mobile data right now, as it happens.
agentI'm sorry to hear that. I can see two notes on the account from earlier this month.
customerNotes. Three calls, and what exists is two notes. Has anybody actually been assigned to this?
agentI'll raise it properly this time and get a fault ticket into the system.
customerPlease do. I'm out of contract next month and at this point I'm looking at what else is out there.