step1 : Check if the account is active or suspended

When a customer called and says that home phone is not working, follow the instructions below:

Get the customers home phone number or postal code or last name and open the customer’s account in the portal.

Check if the account is active or suspended or terminated.

Verify the customer’s name, address and date of birth.

If the customer’s account is active, click on the voice (DIRECTNET OR SUNSONIC-whichever is active”Green”) menu and see if the line is suspended or In-service. Confirm the phone number, the customer is complaining about.