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Thread: Wireless Phone & DSL

  1. #1
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    Question Wireless Phone & DSL

    I just have a question to anyone that works in the retail store about the new wireless home phone service. I work in the DSL dept and we get many calls from customers that they've switch to the new wireless home phone and was unaware that this would effect their DSL services. If customer is porting their home phone number to the wireless home phone that will disconnect any services that was attach to the to the number on the wireline side and therefor a new order for direct DSL service would need to be place. Customers say (at least the ones I've worked with) that this wasn't told to them when they made this switch at the store. I just wondering if the store reps are unaware of this OR just not advising this to the customer??
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  2. #2
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    I work in COR.

    We are aware of this and the practice has been STOPPED completely.

    The proper procedure if the customer insists on migrating to WHP is to place a manual order w/ team migrating DSL to DSL Direct and coordinating a desired due date with WHP port and avoiding any service interruption. The representatives have been advised to stop proactively offering WHP to customers with DSL and to avoid it if possible unless the customer insists.

  3. #3
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    Oh ok, we'll that's good to know. I have notice that specific issue arises less and less and now I know why. I'm glad the process for the WHP was change because it seem more of a hassle for the customer than a benefit.

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