Can't Call

• Error messages

• Balance

• SIM slot (1 or 2)

• OICK

• HLR

• VLR

• OBO status

• TS11

• BAOCK

• Service class

• Suspension

• Is line registered on SIMFIX

• Is SIM reg offer Idattached: yes/no

• Duration : Experience issue for over 3hours?

• Sufficient credit : (Is balance more than 60 naira?) Yes or No

Can't Receive

• Error messages

• VLR

• TICK

• wrong divert

• TS11

• OBI

• BAIC

• Duration

• Alternative number

CAN'T CALL, LINE BLOCKED (Can’t Call issue affecting customers on OICK 784 with “Error Message- Number blocked visit walk in center with valid ID”)

• MSISDN:

• STATUS ON CLM:

• OICK:

• HLR:

• LOCATION:

• ERROR MESSAGE:

• MSISDN:

• DATE CHARGED:

• TIME CHARGED:

• AMOUNT BEFORE:

• AMOUNT AFTER:

• AMOUNT MISSING:

• REASON:

• TARIFF PLAN:

• DOCKET ID:

• MSISDN

• Error message

• Device type

• Timestamp

• MSISDN

• Error message

• VLR

• SMS sent

• Timestamp

• MSISDN

• TARIFF PLAN

• Date and time of Charges

• Amount Before

• Amount After

• MSISDN

• Error message

• Service Class

• Xtravalue bundle type

• Date and time of activation

• Amount deducted (yes/no)

• MSISDN

• Current Service Class

• Xtravalue bundle type

• Date of Activation

• Date of expiration

• SOB

• DA 181/182 blance

• MSISDN

• Tariff Plan

• Error message

• Autorenewal statuson CIS

• HLR

• Base offer

• MSISDN

• Error message

• intended Service Class

• Xtravalue bundle type

• Amount Charged

Pending Vending

• MSISDN:

• VOUCHER STATUS ON MINSAT:

• VOUCHER VALUE:

• VOUCHER SERIAL NUMBER:

• DURATION:

• SERVICE REQUEST ID:

Failed Bank Recharge

• Date Transaction

• MSISDN

• Segment

• Tenure

• Bank Name

• Bank Account Number

• Amount

• Channel of Payment

• Transaction Reference Number

• TICKET NO

• CLM CHECKED for Recharged Amount ( Yes/No

• Line Compensated (Yes/No)

Can't Recharge

• MSISDN:

• HANDSET TYPE:

• HLR:

• VLR:

• OICK:

• ERROR MESSAGE:

• SERIAL NUMBER:

• FULL VOUCHER PIN:

• LOCATION:

• DURATION:

• METHOD USED:

• CONTACT NUMBER:

• SERVICE REQUEST ID:

Over Scratch Card Recharge

• MSISDN:

• VOUCHER STATUS ON MINSAT

• VOUCHER VALUE:

• VOUCHER SERIAL NUMBER:

• PIN MASK:

• SERVICE REQUEST ID:

CAN'T SEND VTU/VTU PIN RESET

• AMOUNT TO BE VENDED:

• VENDOR'S MSISDN ID:

• RECIPIENT'S MSISDN ID:

• AA NUMBER:

• ERROR MESSAGE:

• DURATION:

• ALTERNATIVE NUMBER:

• SERVICE REQUEST ID:

VTU REVERSAL

• AMOUNT VENDED:

• WRONG NUMBER:

• CORRECT NUMBER:

• DATE OF VENDING:

• TRANSACTION ID:

• SERVICE REQUEST ID:

Airtime purchase to a Wrong Line (If a customer erroneously makes a purchase to a wrong number using any Channel)

• Intended MSISDN:

• Wrong MSISDN:

• Channel of Purchase:

• Date of Purchase:

• Bank Name:

• Bank Account Number:

• Amount Deducted:

• Transaction Reference No:

VTU Recharge Issue

• MSISDN:

• Date & Time of Transaction:

• Amount Charged:

• Method Used:

• Error Message:

ERRONEOUS RECHARGE

• Recharged MSISDN:

• Amount Recharged:

• Intended Amount to be recharged:

• Amount to be reversed to the bank:

• Channel of Purchase:

• Date of Purchase:

• Response Date (When sms of the transaction was received):

• Bank Name:

• Bank Account Number:

• Transaction Reference ID:

• Unique Transaction ID (Alphanumeric)

Postpaid Suspension

• MSISDN:

• ACCOUNT BALANCE:

• OUTSTANDING BALANCE:

• STATUS:

Postpaid can't call

• MSISDN:

• ACCOUNT BALANCE:

• OUTSTANDING BALANCE:

• HLR:

• CSP:

• OICK:

• STATUS:

• ERROR MESSAGE:

Postpaid Quarantine

• Confirm If outstanding debt has been paid

• Confirm if its corporate or individual postpaid account

• Confirm if suspension or lifted

• Confirm availability of offer ID 11000/11001

Postpaid Payment made but clawback

• MSISDN

• MA Balance

• Postpaid Plan

• Date of recharge

• Channel of recharge

• Bank Name (Bank Payment)

• Outstanding balance

• Has Clawback occurred: Y/N

Postpaid can't check balance

• MSISDN

• Postpaid Plan

• Error message

• Code dialed

• Device type

• Timestamp

• MSISDN

• Service class

• Error message

• Active barring

• Device type

• Code dialed

• Timestamp

• MSISDN:

• HANDSET TYPE:

• HLR:

• VLR:

• OICK:

• ERROR MESSAGE:

• LOCATION:

• DURATION:

• ALTERNATIVE NUMBER:

• SERVICE REQUEST ID:

• MSISDN:

• HANDSET TYPE:

• HLR:

• VLR:

• OICK:

• ERROR MESSAGE:

• LOCATION:

• DURATION:

• ALTERNATIVE NUMBER:

• SERVICE REQUEST ID:

• MSISDN:

• HANDSET TYPE:

• VLR:

• OICK:

• ERROR MESSAGE:

• LOCATION:

• DURATION:

• METHOD USED:

• ALTERNATIVE NUMBER:

• SERVICE REQUEST ID:

• MSISDN

• Current Service Class

• Intended service Class

• Error message

• Last tariff plan migration

• MSISDN:

• HANDSET TYPE:

• HLR:

• VLR:

• OICK:

• ERROR MESSAGE:

• LOCATION:

• DURATION:

• SIM SERIAL NUMBER:

• ALTERNATIVE NUMBER:

• WAS SWAP DONE?

• SERVICE REQUEST ID:

SIMREG Failed Issue

• MSISDN:

• HANDSET TYPE:

• HLR:

• VLR:

• OICK:

• ERROR MESSAGE:

• LOCATION:

• DURATION:

• SIM SERIAL NUMBER:

• ALTERNATIVE NUMBER:

• WAS SWAP DONE?

• SERVICE REQUEST ID:

SIM REGISTRATION ISSUES

MSISDN:

REGISTRATION STATUS:

CURRENT SERVICE CLASS ON MINSAT:

CURRENT SERVICE CLASS ON CRM:

DATE OF REGISTRATION:

ERROR MESSAGE:

LOCATION:

CONTACT NUMBER:

SERVICE REQUEST ID:

• SPONSOR MSISDN:  

• BENEFICIARY MSISDN:   

• TIME STAMP:      

• AMOUNT:

• ERROR MESSAGE:

• SERVICE REQUEST ID:

CAN'T BORROW XTRATIME(NEW USER)

• MSISDN:

• ACCOUNT BALANCE:

• HAS USED 200(NAIRA) IN THE LAST ONE MONTH(YES OR NO):

• HAS LOADED and SPEND 200(NAIRA) IN EACH OF THE PREVIOUS THREE MONTHS (YES OR NO):

• ERROR MESSAGE:

• LOCATION:

• SERVICE REQUEST ID:

• CAN'T BORROW XTRATIME(PREVIOUS USER)

• MSISDN:

• ACCOUNT BALANCE:

• HAS USED 500(NAIRA) IN THE LAST ONE MONTH(YES OR NO):

• DATE LAST RECEIVED XTRATIME:

• ERROR MESSAGE:

• LOCATION:

• SERVICE REQUEST ID:

• Xtratime/Xtrabyte browsing

• MSISDN

• Service Class

• Error Message

• Xtrabyte Balance

• Device type

• OBP: Y/N

• Unable to send SMS using Xtratime

• MSISDN

• Service class

• Error message

• Xtratime balance

• Main Account Balance

• Last date of SMS sent and Xtratime

• Unable to call with Xtratime

• MSISDN

• Service class

• Error message

• Xtratime balance

• Main Account balance

Xtratime-Xtrabyte issues

• MSISDN

• Service Class

• Amount Spend in Previous month

• Account balance

• Age on network

• Portal response

• MSISDN:

• EXPECTED AUTORENEWAL DATE:

• AIRTIME BALANCE:

• AUTORENEWAL STATUS(YES/NO):

• OICK:

• BUNDLE:

• DOCKET:

CAN'T SUBSCRIBE FOR DATA BUNDLE

• MSISDN:

• ACCOUNT BALANCE:

• DESIRED SUBSCRIPTION:

• CODE SENT:

• ERROR MESSAGE:

• DURATION:

• ANY SUBSCRIPTION ACTIVE?

• LOCATION:

• SERVICE REQUEST ID:

DATA BUNDLE DEACTIVATION

• MSISDN:

• HLR:

• DATA PLAN :

• REASON FOR DEACTIVATION REQUEST:

• SERVICE REQUEST ID:

FAILED DATA TRANSFER

• MSISDN OF DONOR:

• MSISDN OF RECIPIENT:

• AMOUNT TRANSFER:

• WAS DONOR BILLED:

• WAS RECIPIENT CREDITED:

• ERROR MESSAGE:

• DATE OF TRANSACTION:

• DOCKET ID:

WRONG DATA TRANSFER

• MSISDN OF DONOR:

• MSISDN OF WRONG RECIPIENT:

• MSISDN OF INTENDED RECIPIENT:

• VOLUME OF DATA TRANSFERRED:

• DATE OF TRANSACTION:

• TIME OF TRANSACTION:

• STATUS OF TRANSACTION:

• DOCKET ID:

• DONOR BILLED RECIPIENT NOT CREDITED ISSUE

• MSISDN OF DONOR:

• MSISDN OF RECIPIENT:

• VOLUME OF DATA TRANSFERRED:

• DATE OF TRANSACTION:

• TIME OF TRANSACTION:

• STATUS OF TRANSACTION:

• DOCKET ID:

Data prioritization issue

• MSISDN:

• Data Bonus/Bundle:

• DA of Data Bonus/Bundle Customer was Billed from:

• Date/Time:

• Was Bonus received:

• Depletion aligned: Y/N

• Timestamp:

DATA BUNDLE PREMATURE EXPIRY

• MSISDN:

• DEVICE MODEL:

• BUNDLE ACTIVATED:

• DATE OF ACTIVATION:

• DATE OF DUE EXPIRY:

• DATE OF DEACTIVATION:

• AMOUNT CHARGED:

• CURRENT NVP STATUS:

• ERROR MESSAGE:

• LOCATION:

• SERVICE REQUEST ID:

FASTLINK ISSUES

• MSISDN:

• MODEL:HUAWEI OR ZTE

• MODEL NO. : E303/E153 ETC.

• ERROR MESSAGE:

• FASTLINK NUMBER:

• ALTERNATE NUMBER/CONTACT NUMBER:

• HLR:

• VLR:

• SGSN:

• LOCATION:

• DATA PLAN:

• DA 8 & DA 9 VALUE ON MINSAT :

• SERVICE REQUEST ID:

CAN'T BROWSE (DATA, SME, BONUS)

• MSISDN:

• DEVICE:

• ERROR MESSAGE:

• APN ID:

• OBP:

• HLR:

• VLR:

• SGSN:

• SCHAR VALUE:

• LOCATION:

• DATA PLAN:

• DATA/BONUS/VOICE BAL:

• WALLET ID 8 & 9, 211, 213 & 214 VALUE ON AGILITY/CLM :

• DOCKET ID:

FAILED DATA BUNDLE ACTIVATION

• MSISDN:

• BUNDLE TYPE:

• AMOUNT DEDUCTED:

• DATE OF ACTIVATION:

• WAS ACTIVATION SUCCESSFUL? YES/NO:

• ERROR MESSAGE:

• DOCKET ID:

Multiple data bundle activation

• MSISDN

• Bundle activated

• Amount deducted

• Time and Date of deductions

• Current DA Balance

Data Issues, Failed-Rollover

• MSISDN

• Data Bundle type

• Date of activation

• Date of Expiration

• Data volume remaining before expiration

• Data volume in Grace period DA: Y/N

• Data bundle newly activated

CALLER TUNEZ ACTIVATION ISSUE

• MSISDN:

• ACCOUNT BALANCE BEFORE REQUEST AND AFTER REQUEST:

• DATE:

• CODE SENT TO 4100:

• ERROR MESSAGE:

• DURATION OF ISSUE:

• PRBT VALUE:

• DND SERVICE YES/NO:

• DOCKET ID:

• (Confirm if customer was charged for subscription fee and not the callertunez fee i.e N50 monthly caller tunez subscription fee is separate from the caller tunez request fee and also confirm callertunez subscription status on service profile)

CAN'T CANCEL CALLER TUNEZ

• MSISDN:

• CODE SENT:

• ERROR MESSAGE:

• DURATION:

• PRBT VALUE:

• LOCATION:

• ALTERNATIVE NUMBER:

• SERVICE REQUEST ID:

DATA/GPRS ISSUES

• MSISDN:

• ACTIVE DATA BONUS (YES OR NO):

• ACTIVE BUNDLE (YES OR NO):

• ACCOUNT BALANCE:

• ERROR MESSAGE:

• APN VALUE:

• TYPE OF HANDSET:

• HLR:

• VLR:

• SGSN:

• LOCATION:

• SERVICE REQUEST ID:

GPRS COVERAGE

BSCs Location

LGBSC1 Lagos

LGBSC2 Lagos

LGBSC3 Lagos

LGBSC4 Lagos

LGBSC5 Lagos

OJBSC3 Lagos

OJBSC4 Lagos

OJBSC6 Lagos

OJBSC7 Lagos

ASBSC1 Asaba

ASBSC2 Asaba

ASBSC3 Asaba

ASBSC4 Asaba

ASBSC6 Asaba

BNBSC1 Benin

BNBSC2 Benin

PHBSC6 Portharcourt

OWBSC3 Owerri

OWBSC2 Owerri

OWBSC1 Owerri

PHBSC1 Portharcourt

PHBSC2 Portharcourt

PHBSC3 Portharcourt

PHBSC4 Portharcourt

ABHBSC1 Abuja

ABHBSC2 Abuja

ABHBSC3 Abuja

ABHBSC4 Abuja

ABHBSC5 Abuja

KNHBSC1 Kano

KNHBSC2 Kano

IBHBSC2 Ibadan

IBHBSC3 Ibadan

IBHBSC4 Ibadan

IBHBSC6 Ibadan

KDHBSC1 Kaduna

KDHBSC2 Kaduna

APBSC1 Apapa

APBSC2 Apapa

APBSC3 Apapa

IBBSC1 Ibadan

KNHBSC3 Kano

BNBSC3 Benin

CAN'T SEND MMS

• ACCOUNT BALANCE:

• MSISDN:

• HANDSET TYPE(SENDER):

• HANDSET TYPE(RECIPIENT):

• AMOUNT CHARGED:

• HAS SUB CONFIGURED MMS SETTINGS?

• SOB VALUE:

• VLR:

• ERROR MESSAGE:

• LOCATION:

• DATE MMS WAS SENT:

• SERVICE REQUEST ID:

CAN'T RECEIVE MMS

• SENDER'S MSISDN ID:

• MSISDN:

• HANDSET TYPE(RECIPIENT):

• HAS SUB CONFIGURED MMS SETTINGS?

• SOB VALUE:

• VLR:

• ERROR MESSAGE:

• LOCATION:

• DATE MMS WAS SENT:

• SERVICE REQUEST ID:

Win Back Offer - Share N Sell (If a customer recharged airtime with the intention of transferring to another line via Share’N’sell)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Evidence of the recharge:

• Winback balances(DA39 & DA140):

Win Back Offer - Xtratime (A customer that previously borrowed airtime then recharged to clear the XtraTime debt.)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Evidence of the recharge:

• XtraTime Debt Amount:

• Winback balances(DA39 & DA140):

Win Back Offer - Data & KMN (Customer recharges with the intention of purchasing a data bundle but could not activate as a result of insufficient/no airtime)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Desired Data Plan:

• Evidence of the recharge:

• Winback balances(DA39 & DA140):

Win Back Offer - Roaming (A  roaming customer recharges airtime for roaming activities, but airtime gets deducted as a result of the WinBackoffer on the line)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Roaming Country:

• Evidence of the recharge:

• Winback balances(DA39 & DA140):

Win Back Offer - Eligible But Did Not Receive (A customer who calls/walk in for  swap to be done on line and that line  has  spent 45- 180 days  on the network without chargeable activities before the swap)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Evidence of the recharge:

• XtraTime Debt Amount:

• Winback balances(DA39 & DA140):

Win Back Offer - Lumous (A  customer recharges airtime to subscribe for Mobile Electricity, but airtime gets deducted as a result of the WinBackoffer on the line)

• MSISDN:

• Amount Recharged:

• Mode of Recharge:

• Date of Recharge:

• Evidence of the recharge:

• Winback balances(DA39 & DA140):

Delayed CDR Update

• MSISDN:

• Date & Time of Transaction:

• Balance Before:

• Balance After:

• Amount Charged:

• Customer's Voice:

Cdr View Not Available

MSISDN:

Date & Time of Transaction:

Balance Before:

Balance After:

Amount Charged:

Customer's Voice:

BIZ PLUS OVERCHARGED ISSUE

• MSISDN:

• TARIFF PLAN:

• CALL RATE:

• AMOUNT OVERCHARGED:

• TICKET ID:

FAILED BUNDLE ROLL-OVER

• MSISDN:

• TYPE OF BUNDLE ACTIVATED:

• ACTIVATION CHANNEL:

• DATE OF ACTIVATION/RENEWAL:

• TOTAL AMOUNT CHARGED:

• EVIDENCE OF RECHARGE BEFORE RENEWAL:

• VOLUME OF DATA CLEARED:

BUNDLE ACTIVATION FAILURE

• MSISDN:

• TYPE OF BUNDLE ACTIVATED:

• ACTIVATION CHANNEL:

• DATE OF SUBSCRIPTION:

• TOTAL AMOUNT CHARGED:

• EVIDENCE OF THE DEDUCTION:

FAILED MTN-ON DEMAND ISSUES

• MSISDN:

• BANK NAME:

• AMOUNT:

• DATE & TIME:

• UID/REFERENCE ID:

FAILED MTN-ON DEMAND ISSUES

• Is SIM a USIM: Y/N

• Date of Sim Upgrade

• Date of last sim swap before upgrade

• Offer ID 1690 start date

• MSISDN

• Date of Subscription

• Issue

• Donor MSISDN

• Wrong Recipient MSISDN

• Intened MSISDN

• Amount Charged

• Data bundle type gifted

• Time and date of transaction

• MSISDN

• Startimes Bundle type

• Date and time of Activation

• Date of expiration

• Data Volume on DA

• Was startimes application Used: Y/N

• MSISDN

• Service class

• date of last recharge

• Amount recharged

• HLR

• MSISDN

• Service class

• Error Message

• DA balance

• Date and time of activation

Callerfeel Issues

• MSISDN

• Callerfeel bundle type

• Error Message

• DND: Y/N

• SMS Content number

Callerfeel deactivation Issue

• MSISDN

• SMS sent

• Code Dialed

• Error message

• Timestamp