Ana Ruiz

Residential · 0 years

Customer CUS-10558·Account ACC-91033

Fiber 500 Mbps Mobile 20GBActive Chat

RelationshipAt Risk

ExperiencePending action

Identity

Customer IDCUS-10558

AccountACC-91033

SegmentResidential

Tenure0 years

StatusActive

NPSDetractor

Contact

Phone

+593 96 321 8874

ana.ruiz@empresa.ec

Preferred channel

Chat

Address

Av. Shyris 3310, Quito Norte, 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."

Review resolution

Customer Situations

Active

Installation delayed 48hHigh 48h

INC-1039 2 contacts

Open

Products & Services

Orders

Fiber InstallationDelayed

ORD-77421

Provisioning failed after ONT registration. No customer notification was sent after the failure.

Expected 2026-09-23

Customer Journey

Ask about Ana