ML
Mateo Silva
Residential · 2 yearsCustomer CUS-10501·Account ACC-67390
Fiber 500 Mbps Mobile 20GBActive SMS
RelationshipCritical
ExperienceBilling issue
Identity
Customer IDCUS-10501
AccountACC-67390
SegmentResidential
Tenure2 years
StatusSuspended
NPSDetractor
Contact
Phone
+593 98 119 5543
mateo.silva@gmail.com
Preferred channel
SMS
Address
Calle Veintimilla 441, Quito, Quito
Activity
Active situations1
Open cases0
Active orders1
Service Assurance
Fiber DOWN
Network incident INC-1039
AreaQuito South — Provisioning
Affected6
ETATBD
AI Customer Brief
MARÍA IS CURRENTLY EXPERIENCING A FIBER OUTAGE
Started
12:47
Duration
3h 18m
Contact attempts
3 in 24h
INC-1048 CASE-94831 ETA 16:30
AI Understanding
"María contacted support three times regarding the same Fiber outage. The service issue is confirmed by network incident INC-1048. A previous case already exists and should not be duplicated."
Next Best Action
"Notify María with the updated restoration ETA and keep CASE-94831 linked to the network incident. Review service-credit eligibility after restoration."
Customer Situations
Active
ONT device not workingHigh 26h
INC-1039
Open
Products & Services
Orders
ONT ReplacementIn Progress
ORD-77480
ONT device failure confirmed. Replacement unit dispatched.
Customer Journey
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