This process applies when an agent receives a complaint from customers experiencing internet issues, when the internet is not working at all and they are requesting help.
Describe the Issue
Ask the customer if they are experiencing weak internet, no internet, limited 4G or 5G, or disconnections at certain times or in specific areas.
Verify Customer Information
- Confirm Customer’s No. Confirm the customer’s phone number, ensuring it is ( in use line behavior ) in CRM. NOT cooling, cold, frozen, or blocked.
- Plan Details Confirmation: Confirm if the customer has an active plan, noting the type (prepaid or postpaid), data allowance, and expiration date.
- Data Balance: Check in Nobil that the customer still has data allowance left, or enough wallet balance for pay-as-you-go data.
- Data Barring: Check in ESKA CRM that the data service is enabled and not barred, for example after a fraud block or a customer request to block out-of-bundle data.
- Device Details: Note the device brand, model and IMEI, and confirm that the device supports 4G or 5G on the STC network bands.
Troubleshooting Internet Settings
Mobile Data: Ask the customer to make sure mobile data is turned on and, on dual-SIM devices, that the Virgin Mobile SIM is selected as the mobile data SIM.
Airplane Mode: Ask the customer to switch airplane mode on for 10 seconds and then off again.
APN Settings (Android): Go to Settings > Connections (or Network & Internet) > Mobile Networks > Access Point Names. Add or select an APN with the name Virgin Mobile and the APN internet, leave the username and password empty, then save and select it.
APN Settings (iOS): Go to Settings > Mobile Service (or Cellular) > Mobile Data Network and enter internet in the APN field under Mobile Data, leaving the username and password empty. If the field is not shown, the settings are applied automatically by the network.
Data Roaming: If the customer is outside Saudi Arabia, data roaming must be turned on in the device and a roaming bundle or roaming service must be active on the line. Inside Saudi Arabia, data roaming does not need to be on.
Network Mode: Ask the customer to set the network mode to automatic (5G/4G/3G/2G auto) from the device settings.
5G Access: 5G works only on a 5G-compatible device, in a 5G coverage area and on a plan that includes 5G. If the device shows only 4G, check these three points before raising a TKT.
Restart: Ask the customer to restart the device, or remove and reinsert the SIM card.
Reset Network Settings: On Android go to Settings > General Management > Reset > Reset Network Settings. On iOS go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Warn the customer that saved Wi-Fi passwords will be removed.
Device Compatibility: Ask the customer to test the SIM in another device. If the internet works on the other device, the issue is with the original device settings or hardware.
Data Balance and PAYG: If the data allowance is finished, offer a data booster or explain that pay-as-you-go data is charged from the wallet balance. If the customer has blocked out-of-bundle data, the internet stops when the allowance ends.
Speed Test: For slow internet, ask the customer to run a speed test at the location and share the download speed, upload speed and ping.
When Will The Agent Raise a TKT?
- The number is In Use, the plan and data balance are active, and the internet still does not work after all troubleshooting steps.
- The SIM fails on every compatible device tested in the same location.
- The internet is slow or disconnects repeatedly in a specific area or at specific times.
- The customer cannot get 4G or 5G on a compatible device in an area that shows coverage on the coverage map.
- Data does not work while roaming even though roaming is active and a roaming bundle is subscribed.
Do not raise a TKT when the issue is caused by an expired plan, no data balance, a line status other than In Use, or an incompatible device. Explain the cause and the solution to the customer instead.
Complaint TKT to be Created?
Create the TKT on the spot with all the required details, then give the customer the TKT number and SLA.
| Group | Technical Support – Data |
| Category | Internet |
| Sub-Category | Internet Not Working / Slow Internet / 4G/5G Not Available / Roaming Data Not Working |
| Required Information | Mobile number, plan name, data balance, device model and IMEI, location (city, district and latitude/longitude), indoor or outdoor, date and time the issue started, troubleshooting steps completed, speed test result (for slow internet) |
| SLA | 48 hours |