Reporting a fault with a phone call or call termination.
What so many people do not realise, is that the transport of a call is not simply A to B. There are anything from 4-7 points of transfer of a phone call. There are several legs of a call process, the ‘call origination network’, ‘switch provider’, ‘outbound route’, ‘breakout networks’ and ‘sub-networks’.
When reporting a phone call or call termination fault, we must have the following information. You can obtain this information from your online customer account. Go to My Account, Calls and Billing. Here you can locate the call which you or your own customer has reported.
- Time and date of the call with the fault.
- Caller ID.
- The number dialled including country code.