Contact 1 · 04 Sep, 11:30 · call
Customer can't get mobile data working after changing handsets. Agent walks them through the APN settings and it works before the call ends.
resolved: Get mobile data working on the new handset
transcript
customerI've just swapped to a new phone and I've got calls and texts but no mobile data at all.
agentThat's usually the APN settings not carrying across. Can you open settings and go to mobile network for me?
customerYep, I'm there.
agentRight — set the access point name to internet, all lowercase, then toggle flight mode on and off.
customerHang on… yep, there we go. It's connected. That was easy.
agentGlad that sorted it. Anything else while I'm here?
customerNo, that's the one. Thanks.
Contact 2 · 11 Sep, 15:45 · call
A week later, an unrelated question about international roaming. Answered and a pack added on the call.
resolved: Arrange international roaming for a trip to New Zealand
transcript
customerDifferent thing this time — I'm off to New Zealand next week and wanted to sort out roaming.
agentThere's a five dollar a day pack that covers calls and data over there. I can add it and set it to start on the day you fly.
customerPerfect, the fourteenth. Can you do that now?
agentAdded, starting the fourteenth and it stops charging the day you land back. Nothing else for you to do.
customerBrilliant, thank you.