Category PN address related

Category (Vietnamese) a ch TBC

Code

Sub Category

EB001 Payment collection points CB012 Incorrect PN (name / address / MDN) CB011 No PN received

PN delivery related

Nhn/pht TBC

CB027 Ebill related issue CB014 Wrong PN received RB009 PN printing/ Receiving request RC015 Ebill request EB004 Payment at shop related CB004 Payment at shop issue EB005 Payment via ATM/ Credit card related CB005 Payment via ATM/ Credit card issue EB006 Payment in cash (bank channel) related CB006 Payment in cash (bank channel) issue

Payment related

Thanh ton cc

EB007

Payment by direct debit (bank channel) related Payment by direct debit (bank channel) issue Payment via bank transfer related Payment via bank transfer issue Home collection Home collection Promise to pay

CB007 EB008 CB008 EB009 CB009 RB003

RC006 Change Payment Channel CB020 Bill paid but still barred CB013 Wrong SMS/ Call details in PN

Billing charges

Tnh cc thu bao CB015 Postpaid wrong charges tr sau

Billing charges

Tnh cc thu bao CB015 Postpaid wrong charges tr sau

CB017 Credit limit related issue EB017 Credit limit related Billing related Chnh sch thu bao tr sau CB028 EB028 EB029 CB029 CB010 EB010 Overdue treatment Overdue treatment issue Deposit Related Deposit Related issue Refund related issue Refund related

EB018 Postpaid tariff/ balance checking EB016 Corporate package EB019 Postpaid subscription policy RC003 Post suspension (lost SIM/phone) request CC003 Post suspension (lost SIM/phone) issue Postpaid package Gi cc tr sau RC013 Postpaid reconnection related request CC013 Postpaid reconnection related issue

EC012 Postpaid service after sale request

EB030 Payment via top-up card CB030 Payment via top-up card - issue

EB021 Prepaid Account Balance request Prepaid balance Ti khon TB tr trc EC001 Call history CP004 Validity issue Tnh cc thu bao CB022 Prepaid wrong charges tr trc EB025 Recharging/unlock fraud lockout request Top up Th np CB025 Top-up error EP003 E-recharge related request CP003 E-recharge related issue EB023 Registration related request Activation & retention related ng k thng tin & kch hot SIM EB024 Activation related request CB024 Activation related issue RC004 Retention related request CC004 Retention related issue Prepaid suspension (lost SIM/phone) RC002 request CC002 Prepaid suspension (lost SIM/phone) issue RC014 Prepaid reconnection related request CC014 Prepaid reconnection related issue CB026 Wrong prepaid package CP008 Wrong status EP004 MDN Status EP009 Prepaid tariff

Prepaid charges

Prepaid package

Gi cc tr trc

EP010 Prepaid subscription policy

Prepaid package

Gi cc tr trc

EC015 Prepaid service after sale request

EP015 CP015 EP034 CP034 EP007 EP035 CP035

Vbiz package Vbiz package - issue G5 - Package G5 - Package - issue Vmax Package VB600 - Package VB600 - Package - issue

EP019 Ucard sim CP019 Ucard sim - Issue Cng Hi Phong sng tc bi ht cho Vietnamobile Cng Hi Phong sng tc bi ht cho CV021 Vietnamobile EV021
EP036 VM ZONE CP036 VM ZONE

CN017 Receive call

EN017 Receive call

CN018 Receive SMS

EN018 Receive SMS

EN003 Make call

CN003 Make call

Network and Connectivity related

Vn v kt ni EN013 Send SMS

CN013 Send SMS

EN002 CN002

Interconnection request (Vietnamobile to other networks) Interconnection issue (Vietnamobile to other networks)

CN019 International call CN020 International SMS

CN021 Roaming call

CN022 Roaming SMS

CN022 Roaming SMS

CN014 Repeated SMS issue CN016 SMS Delay EN001 Network coverage Related Request Network coverage Vng ph sng CN001 Outage Related issue CN004 CN005 CN006 CN007 Network service quality Phn nh cht lng mng Dropped Call One way audio Intermittent call Skew call

CN008 Cross-Talk CN009 Noisy background CN012 Echo call EN004 Customers suggestion - Network

CM002

Not receive promotion as advertised

CM003 Late receive promotion EM005 Postpaid Promotion EM006 Prepaid Promotion Decline to receive promotional/advertising message request Conditions of the marketing campaigns/ EM001 promotion program EM007 Lifetime Promotion CM007 Lifetime Promotion CM004 EM008 Latest Promotion CM008 Latest Promotion EM009 Oct top up PM for Month

Marketing campaign

Marketing campaign

Marketing campaign

Marketing campaign

Promotion 300% for first top up (01 Apr30 Apr, 2011) Promotion 300% for first top up- issue (01 CM013 Apr- 30 Apr, 2011) EM010 Top-up Promotion EM013 EM011 Call me CM011 Call me EM015 E-news letter CM015 E-news letter - issue EM016 Call 1 min Get 1 min Free CM016 Call 1 min Get 1 min Free - issue EM014 Double Maxitalk Promotion (Apr 2011) Double Maxitalk Promotion (Apr 2011)issue

CM014

CM012 Tet promotion issue EM012 Tet promotion EM017 PM Buy Song Linh Phi CM017 PM Buy Song Linh Phi- Issue EV009 CRBT information

CV009 CRBT issue

RC009 RV009 RV011 EV010

CRBT register request CRBT song code request CRBT song code update request Voice Mail information

CV010 Voice Mail issue

RC010 Voice Mail request EV004 Short Code/ CP related services CV001 No response from CP CV002 Wrong information from CP CV003 Late response from CP EV016 International Roaming

EV015 IDD/VOIP CV015 IDD/VOIP issue EV023 Airtime transfer (P2P) - 121 service VAS on-demand related Dch v GTGT cung cp theo yu cu KH

CV023 Airtime transfer (P2P) - 121 service issue

EV019 VAS GPRS information

CV005 VAS GPRS issue

EV022 VAS SMS Talk

CV022 VAS SMS Talk issue

EV017 VAS WAP information CV017 VAS WAP issue EV018 VAS Website/ Web portal information

CV018 VAS Website/ Web portal issue

EV024 Web portal - Promotion CV024 Web portal - Promotion issue EV020 VAS MMS information CV020 VAS MMS issue EV025 Yahoo! Messenger CV025 Yahoo! Messenger issue EV030 CV030 EP016 CP016 Dch v World Cup Dch v World Cup MCA MCA-issue

EP017 LG - VNM package CP017 LG - VNM package - issue EV026 CV026 EV033 CV033 EV008 CV008 EV011 CV011 VAS default related SIM service SIM service Vietnamobile song Vietnamobile song issue VAS Call Forward information VAS Call Forward issue VAS Call Conference VAS Call Conference issue

Dch v GTGT mc EV012 VAS Call CLIP/ CLIR nh

VAS default related

Dch v GTGT mc nh EV013 VAS Call Holding/ Waiting EV014 VAS Call Restriction/ Call barring EP031 Couple Sim package for Valentine - 2011 CP031 Couple Sim package for Valentine - 2011 EP002 Maxi talk EP008 EP011 EP020 EP021 RP002 Maxi 18 VM TXT Maxi 24 SMS Maxi 18 SMS Supplement tariff request

Maxitalk

Maxitalk CP002 Registration/ cancellation issue

CP009 Register succesfull but couldn't use EP028 EP029 EP030 EV027 RV027 Max Circle Max Circle CV027 Max Circle EP014 Data Plus information CP014 Data Plus issue Biz 30 Maxitalk+ Maxi data Max Circle Max Circle

EP006 Flexi Data Flexi data

CP006

Flexi Data

Flexi data Facebook

EV028 Facebook CV028 Facebook issue EP012 Max SMS CP012 EP013 CP013 Max SMS Max SMS issue 60 mins/ 1K 60 mins/ 1K

EP018 MGM Program - issue CP018 MGM Program

CV007 USSD Related issue Technical related Technical related EV007 EH001 EP005 EH004 SIM v thit b CH004 USB Dongle ED003 Direct shop/ Point of sales/Potential Dealer CD003 Direct shop/ Point of sales/Potential Dealer CS001 Staff s attitude / bad service to customers CS002 Staff s lack of knowledge (attitude ok) CS004 Late/ no call back customer CS005 Service supplied not within About SLA CS006 Long queuing time for the assistance at Shop/ Call Centre USSD Information Phone Lock/PIN/PUK SIM Related Issue USB Dongle information

Hardware & SIM Related

CC011 CS003 EC010 EO002 EO003

No application from customer but service provided Wrong service activation Call Harrassment GSM Technology Peak/Off-peak hour

Customer service

Dch v EO001 Toll Free Number/ Service Guide

EO004 Wrong Channel EO005 Miscellaneous_Harassment EO006 Miscellaneous_Drop call EO007 Miscellaneous-Test call EO008 Service request EO009 Customer's suggestion EV006 Customer Service SMS 123 request CV006 Customer Service SMS 123 issue EI002 Customer Service Channel EI001 IVR Info Related Issue CI001 IVR Related Issue IVR Related EI003 CI003 DC079 456 info related issue 456 complaint related issue

Customer information registration via Web portal issue Enquiry on Registration information via DE079 Web Portal Enquiry on how to register customers Info. DE056 by STK

Registration related

Registration related

DC056

Customer information registration via STK issue

DE076 Enquiry on MDN/ register info yet DE059 Information/VAS registration DC059 VAS registration error (system) DC051 Late/not receive distributor support DE051 Enquiry on distributor support Enquiry on distributor information DE052 DC052 Complain on distributor information Distribution channel DC063 Policy for distributor DE063 Policy for distributor DC050 DE050 DC065 DE065 DE081 DE054 DC054 DC053 No/late support from VM for prospect retailers/Distributor Prospect VM retailers / distributor Policy for retailer Policy for retailer Distributor's suggestion Commission policy Commission policy Late/not receive commission

Commission related

DE053 Commission checking request DE066 Stock/Pool movement DC066 Stock/Pool movement DE072 Airtime transfer request DC072 Airtime transfer issue

Sale transaction related

DR072

Airtime transfer for wrong number related request

DE061 Airtime balance checking request

Sale transaction related

DC061 Airtime balance checking issue DE082 STK provisioning request DC082 STK provisioning issue DR062 STK SIM Suspension/Reconnection STK Provisioning & retention related DR060 STK password reset DC060 STK password reset issue DE083 Retention related inquiry DC083 Retention related issue DE064 POSM request POSM related DC064 POSM issue DE055 DE077 DE075 DE071 DC071 VNM Products & Services Could not call to 2121 Wrong Channel Enquiry on top-up card Complain on top-up scratch card Enquiry on SIM change / top up card lock DR073 support DC073 SIM/ragged card replacement related issue DC067 DE067 DE069 DC069 System related Complain on ePOS Enquiry on ePOS Enquiry on Citrix Complain on Citrix/VPN

Dealer support related

DR070 CCW, ePOS, Citrix password reset DE080 2121 IVR feedback DC080 2121 IVR feedback

Sub Category (Vietnamese) a ch thanh ton cc Sai tn/a ch trn TBC Khng nhn c thng bo cc

B xung Code E cho cc trng hp thiu

Cc trng hp phn nh v TBC Khng nhn c TBC in t khng c code E => CSR nhp theo Thng bo cc sai Code EB001 => Close Case Yu cu gi li TBC Yu cu gi thng bo cc qua email Thanh ton cc ti ca hng trc tip Thanh ton cc ti ca hng trc tip Thanh ton cc qua ATM/Th tn dng Li thanh ton cc qua ATM/Th tn dng Thanh ton cc bng tin mt qua ngn hng Thanh ton cc bng tin mt qua ngn hng Thanh ton cc bng hnh thc y nhim chi Code ny cha c trn h thng . Nu KH thc mc v vn ny CSR Thanh ton bng y nhim chi nhp code CB006 v ghi r TT KH phn nh Chuyn khon qua ngn hng Chuyn khon qua ngn hng Dch v thu cc ti nh Dch v thu cc ti nh KH ha s thanh ton cc Thay i hnh thc thanh ton EB019 => Close. cc thanh ton cc nhng vn b EB019=> Close chn chiu gi i Chi tit cuc gi/ SMS sai

Tnh cc sai cho thu bao tr sau

Tnh cc sai cho thu bao tr sau

Hn mc s dng cho TB tr sau Hn mc s dng cho TB tr sau Chn n cc/ Vt HMSD Chn n cc/ Vt HMSD t cc t cc Bi hon tin cc Bi hon tin cc Gi cc/ Kim tra cc TB tr sau Gi cc dnh cho KH l cng ty Chnh sch ha mng tr sau ca VNM Chn mt my thu bao tr sau Thu bao tr sau b chn do mt my (ch TB khng yu cu) Yu cu m li thu bao chn do mt my cho TB tr sau Thu bao tr sau yu cu chn mt my b m li chiu gi (ch TB khng yu cu)

Th tc dch v sau bn hng cho TB tr sau

KH hi tt thanh ton cc tr sau bng th co tr trc KH phn nn thanh ton cc tr sau bng th co tr trc

Ti khon tr trc

- Code ny ch p dng khi KH hi TT v Ti khon ( thi hn s dng , ti khon , ngy kch hot , ngy ht hn ) hoc KH phn nh tr sai cc , CSR tm hiu c nguyn nhn do KH thc hin cuc gi

Lch s cuc gi Thi hn s dng

Sai cc thu bao tr trc Cch np th/m kha do np sai th Li trong qu trnh np th Th np in t/voucher Li np th in t/voucher ng k thng tin cho TB tr trc Kch hot TB tr trc Li kch hot TB tr trc Yu cu cp nht/thay i thng tin TB tr trc Khiu ni ch thu bao tr trc Chn mt my thu bao tr trc Thu bao tr trc b chn do mt my (ch TB khng yu cu) Yu cu m li thu bao chn do mt my cho TB tr trc Thu bao tr trc yu cu chn mt my b m li chiu gi (ch TB khng yu cu) Sai gi cc Sai trng thi thu bao Trng thi thu bao Gi cc - KH phn nh TT v sai gi cc - Nu KH phn nh li ng k TT c nhn to ca hng ca VNM => CSR nhp code RC004

Chnh sch thu bao tr trc Th tc dch v sau bn hng cho TB tr trc Thng tin gi VBiz Phn nh v Vbiz Thng tin v G5 Phn nh v G5 Gi cc tr trc Vmax Gi cc VB600 Gi cc VB600 - Li B ha mng Ucard- Sim sinh vin B ha mng Ucard- Sim sinh vin - Li Cng Hi Phong sng tc bi ht cho Vietnamobile Cng Hi Phong sng tc bi ht cho Vietnamobile
Sim min bc Sim min bc

Li nhn cuc gi

Thng tin li nhn cuc gi

Khng nhn c tin nhn

Thng tin li khng nhn c tin nhn

Khng gi c do li thao tc/thit b u cui

- Cc trng hp cn li tm ra li nguyn nhn no , CSR nhp code tng ng VD : KH phn nh khng thc hin c cuc gi , CSR kim tra STB KH ht TK , CSR nhp code : EB021

Li gi i

Khng nhn tin c do li thao tc/thit b u cui

Cc trng hp cn li tm ra li nguyn nhn no , CSR nhp code tng ng VD : KH phn nh khng gi c tin nhn , CSR kim tra STB KH ht TK , CSR nhp code : EB021

Khng gi c tin nhn

Kt ni gia VNM v cc mng khc Kt ni gia VNM v cc mng khc Khng gi/ nhn c cuc gi quc t Khng gi/nhn c tin nhn quc t Khng gi/ nhn c cuc gi chuyn vng

Khng gi/ nhn c tin nhn chuyn vng

Khng gi/ nhn c tin nhn chuyn vng Tin nhn lp Nhn/ gi tin nhn chm Khu vc ph sng Cht lng sng Rt cuc gi Cuc gi nghe 1 chiu Cuc gi b chp chn Cuc gi b nhiu Thoi xen (nghe ting ngi th 3 khi m thoi) Cuc gi ln ting n Cuc gi b vng ting kin ng gp ca KH v Network - CSR khai thc TT v h tr c KH th li dch v , nhp code EN013 ghi nhn y TT lin quan khai thc

- CSR khai thc TT v h tr c KH th li dch v , nhp code EN003 ghi nhn y TT lin quan khai thc

Thu trm pht sng

Khng nhn khuyn mi nh qung co

- KH phn nh , CSR khai thc TT v h tr . CSR nhp code EM006

Nhn KM chm Khuyn mi cho thu bao tr sau Khuyn mi cho thu bao tr trc T chi nhn tin nhn khuyn EO001 => Close mi/ Tin nhn qung b iu kin ca cc chng trnh khuyn mi Khuyn mi "Thi hn mi mi" Khuyn mi "Thi hn mi mi" Khuyn mi mi nht cho TB tr trc Khuyn mi mi nht cho TB tr trc - KH hi TT bnh thng v KM , Khuyn mi np th ca thng CSR nhp code EM006

KM np th thng 4 Phn nh ca KH v KM np th thng 4 Khuyn mi ngy vng Khch hng hi thng tin lin quan n chng trnh call me KHch hng phn nh v chng trnh call me KH hi thng tin "li ch trc tuyn" Li ch trc tuyn - li KH phn nh Call 1 min Get 1 min Free KH hi tt Call 1 min Get 1 min Free Ch 5000 ng chuyn tr sut 2 ngy (Chng trnh khuyn mi t thng 4- 2011) Ch 5000 ng chuyn tr sut 2 ngy (Chng trnh khuyn mi t thng 4- 2011) - issue Khuyn mi tt- Ni ra vng (2010) Khuyn mi tt- Ni ra vng (2010) Khuyn mi abum Linh Phi Khuyn mi abum Linh Phi- Li CRBT

Li dch v CRBT

Yu cu ng k dch v CRBT Yu cu m bi ht CRBT Yu cu cp nht m bi ht Hp th thoi

Li hp th thoi

Yu cu ng k dch v hp th thoi Dch v tra cu thng tin qua cc u s tt Khng c phn hi t cc u s dch v CP - KH phn nh CSR h tr c Nhn phn hi sai t dch v CP KH , CSR nhp code EV004 Nhn phn hi chm t dch v CP Dch v chuyn vng quc t Gi Quc t Li gi quc t Dch v chuyn tin

Dch v chuyn tin

GPRS

GPRS

Tin nhn thoi

Tin nhn thoi

Dch v WAP Dch v WAP Website/ Web Portal

Website/ Web Portal

Thng tin khuyn mi khi ng k thnh vin web portal Phn nn v khuyn mi khi ng k thnh vin web portal Tin nhn a phng tin Tin nhn a phng tin Yahoo Messenger Yahoo Messenger Dch v World Cup Dch v World Cup Thng tin v DV cuc gi nh Phn nh v DV cuc gi nh Thng tin: Sim vietnamobile km my LG Phn nh: Sim vietnamobile km my LG Dch v trn SIM Dch v trn SIM Nhc ch " No cng ni" Nhc ch " No cng ni" Chuyn hng cuc gi Chuyn hng cuc gi Cuc gi hi ngh Cuc gi hi ngh Cuc gi giu s/ Cuc gi hin th s

Cuc gi ch/ Gi cuc gi Chn cuc gi Sim i Phn nh v Sim i Gi cc b tr Maxi talk (Maxi 24) Gi cc b tr Maxi 18 Gi cc b tr VM TXT Gi cc b tr Maxi 24- SMS Gi cc b tr Maxi 18- SMS Yu cu ng k

- KH phn nh khng s dng c dch v ch/gi cuc gi . (cha c code tng ng, ang check VNM)

Li ng k/ hy Maxi talk

ng k thnh cng nhng khng s dng c Biz 30 Maxitalk+ Maxi data Dch v Max Circle ng k Max Circle Li Max Circle

Flexi Data

Flexi Data

Thc mc v dch v Facebook Phn nn lin quan n dch v Facebook Thc mc v gi Max SMS Cc phn nh in quan n Max SMS Gi 60 pht ni mng mi cuc vi 1.000 ng Gi 60 pht ni mng mi cuc vi 1.000 ng Chng trnh MGM - Li Chng trnh MGM

Li USSD

M lnh ngn M kha my/ PIN/ PUK Li sim USB Dongle

Ca hng trc tip/ im bn l/ i l tim nng Ca hng trc tip/ im bn l/ i l tim nng Thi ca nhn vin/ Cung cp dch v ti Nhn vin thiu hiu bit (Thi tt) Khng gi li/ Gi li chm cho KH Cung cp dch v khng ng thi gian quy nh KH phi ch i lu c h tr

Khng c yu cu ca KH nhng vn cung cp dch v Kch hot sai dch v Cuc gi quy ri Cng ngh GSM Gi cao im/ Thp im - KH hi m s trung tm tin nhn ( Closed : EO001 ) - KH hi mt tin nhn c bao nhiu k t ( closed : EO001 ) - KH hi v thng tin t chi nhn tin nhn QC ca VNM ( Closed : EO001 , OPEN : CM004 )

Cc u s min ph/ Hng dn dch v

Cuc gi sai knh Cuc gi khng r ni dung/khng lin quan n sn phm VNM/ Quy ri tng i Cuc gi b rt khi khch hng ang hi thng tin. Cuc gi test ln tng i Yu cu cung cp thm cc dch v, hi cc thng tin v dch v m VNM hin cha cung cp kin ng gp ca khch hng SMS chm sc KH 123 SMS chm sc KH 123 Cc knh h tr dch v (Line 456,789) Thng tin trn IVR Li IVR Thng tin hi v vic thay i tng i 456 Phn nh ca khch hng v vic thay i tng i 456 ng k thng tin qua Web Yu cu hng dn ng k thng tin khch hng bng Web Yu cu hng dn ng k thng tin khch hng bng STK Tin nhn Flash Cho thu a im t bin qung co VNM

Li ng k thng tin H tr kim tra s thu bao c ng k thng tin Thng tin/ng k VAS Li ng k VAS (Do h thng) Chm/khng nhn c h tr t Nh phn phi Yu cu h tr t nh phn phi Thng tin v nh phn phi Thng tin nh phn phi khng ng Chnh sch cho nh phn phi Chnh sch cho nh phn phi Nh phn phi/i l/CHBL tim nng chm/khng nhn c h tr t VM Mun lm i l Vietnamobile Muon lam sim Da nang Chnh sch cho im bn l Chnh sch cho im bn l kin ng gp ca NPP Chnh sch hoa hng Chnh sch hoa hng Nhn hoa hng chm Yu cu kim tra hoa hng c hng H tr iu chuyn kho H tr iu chuyn kho

Li chuyn/np tin

Chuyn/np tin nhm s Kim tra ti khon Air-time

Li kim tra ti khon Air-time Yu cu kch hot SIM STK Li kch hot SIM STK Chn/M li SIM STK Thit lp li mt khu SIM a nng Thit lp li mt khu SIM a nng Ch quyn SIM Ch quyn SIM Yu cu sn phm h tr bn hng Yu cu sn phm h tr bn hng Sn phm & Dch v ca VM Khng th gi 2121 Cuc gi sai knh Yu cu lin quan n th co Li lin quan n th co H tr thay SIM/kha th co Chm h tr thay SIM/kha th co H tr h thng ePOS H tr h thng ePOS H tr cng Citrix/VPN H tr cng Citrix/VPN Thit lp li mt khu CCW, ePOS, Citrix H thng tr li t ng - Line 2121 H thng tr li t ng - Line 2121 - KH hi TT v gi cc

Sub Sub-Category

Sub Sub-Category (Vietnamese)

International call International SMS National call National SMS VAS

Cuc gi quc t Tin nhn quc t Cuc gi trong nc Tin nhn trong nc Dch v GTGT

Roaming SMS Roaming call Data Monthly fee

Tin nhn roaming Cuc gi roaming D liu Thu bao thng

Disconnection/ Termination Change SIM Change customer information Change owner ship Change Post to Pre

Tm ngng/ hy hp ng i SIM i thng tin KH Chuyn quyn s dng Chuyn tr sau sang tr trc

No account expiration date Wrong expiration date Auto-connection SMS sent fail, still be charged Unknown charging

Khng c ngy s dng Sai ngy s dng T ng kt ni Gi tin nhn khng thnh cng nhng b tr ph Tr cc khng r l do

Idle status Active but cannot recharge

Th cha kch hot Trng thi th bnh thng nhng khng np th c

Update customer information Change SIM Cancellation Chang Pre to Post

Cp nht thng tin KH i SIM Hy s Chuyn tr trc sang tr sau

Not available Wrong number Network busy Connection error / Temporarily disconnected Temporarily interupted Cannot receive onnet SMS Cannot receive offnet SMS Intermittent SMS

Khng lin lc c S va gi khng ng Mng bn Li kt ni Tm kha Khng nhn c tin nhn ni mng Khng nhn c tin nhn ngoi mng Khng nhn c tin (chp chn)

Not available Wrong number Uneligible account to make call Network busy Connection error / Temporarily disconnected Temporarily interupted

Khng lin lc c Sai s Khng c php gi Mng bn Li kt ni Tm kha

Cannot send onnet SMS Cannot send offnet SMS Intermittent SMS

Khng gi c tin nhn ni mng Khng gi c tin nhn ngoi mng Khng gi c tin (chp chn)

Cannot call to fixed numbers Cannot call to offnet numbers Receive call Make call Receive SMS Send SMS Receive call Make call Not have IR with foreign network Receive SMS Send SMS

Khng gi c s c nh Khng gi c s mng khc Khng nhn c cuc gi Khng gi i c Khng nhn c tin nhn Khng gi c tin nhn Khng nhn c cuc gi Khng gi i c Cha c dch v IR vi mng khch Khng nhn c tin nhn Khng gi c tin nhn

Not have IR with foreign network Onnet SMS Offnet SMS Sending delay Receiving delay Poor signal Unstable signal No signal

Cha c dch v IR vi mng khch Ni mng Ngoi mng Gi chm Nhn chm Sng yu Sng khng n nh Mt sng

PM Accumulate 5 SMS PM for new activation PM luckysim PM Sim anniversary PM Top up card for Prepaid PM Lifetime PM Lifetime New super SIM

KM Min ph sau 5 SMS KM cho SIM kch hot mi KM SIM may mn KM Sinh nht SIM KM np th cho TB tr trc KM Thi hn mi mi KM Super SIM mi (20Kx6 thng)

Call 2345: service is temporarily suspended Wrong/no song in library played Fail activation/re-activation/Provisioning Required/ Activation Required/ Re-activation Required Fail cancellation/ Cancellation Required Monthly fee double charging System play default song only No RBT played

Gi 2345: Dch v ang tm kha mua nhng Sai/khng c bi ht trong th vin nhc ch Khng kch hot c dch v Khng hy c dch v Tr ph thu bao thng 2 ln Ch pht bi mc nh Khng pht nhc ch (ch nghe tut tut)

Not charged automatically Self-recording tone issue

Khng t ng tr ph thu bao sau khi np th (dch v khng c kch hot li) Li nhc ch t thu m

Cannot reach 2828/0923452828 Fail activation/re-activation/Provisioning Required/ Activation Required/ Re-activation Required Fail cancellation/ Cancellation Required Monthly fee double charging Not auto-reactivation after recharging

Khng gi c 28282/0923452828 Khng kch hot c dch v Khng hy c dch v Tr ph thu bao thng 2 ln Khng t ng kch hot li dch v sau khi tr ph

Postpaid Prepaid SMS Prepaid Voice/SMS

Tr sau SMS Tr trc Voice/SMS Tr trc

Charged in Core Bal but receiver has not received transferred money Cleared without reason after receiving transferred money Unable to set up automatic/ manual GPRS configuration Set up GPRS configuration successfully but couldn't access Unstable connection

B tr tin nhng s nhn khng nhn c tin chuyn Mt ti khon sau khi chuyn tin khng r l do Khng th ci t t ng/ci t nhn cng Ci t GPRS thnh cng nhng khng truy cp c Kt ni khng n nh

Charged fee but receiver has not received SMS B tr tin nhng khng nhn Talk c tin nhn thoi Sender coundn't send SMS Talk Receiver couldn't reach to 0922221111 Khng gi c tin nhn thoi Khng nhn c tin nhn thoi

Cannot access Cannot register account Cannot receive PW Wrong infor in VAS Web/Web portal

Khng th truy cp Khng ng k c ti khon Khng nhn c mt khu Sai thng tin trn trang VAS web/Web portal

Khng c phn hi t 8269 nhng vn b tr ph Khng gi c tin nhn nhng Y! SMS un-successful sent out but core charged vn tr ph No response from 8269 but still be charged

Maxi24

Maxi24 Maxi18 VM Text

Maxi18 VM Text

Unable to register with error announcement from system Profile error Not auto-reactivated by system Auto-reactivation cancelation already but system re-auto activated Unsuccessful registration but received notification Charged double fee Late update Maxitalk balance

Khng ng k c, c bo li t h thng Khng thao tc ng k bng USSD c H thng khng t ng kch hot dch v hy dch v nhng h thng t ng kch hot li ng k khng thnh cng nhng vn nhn c thng bo Tr ph dch v 2 ln Chm cp nht ti khon Maxi

Registered successfully but still be charged fee ng k thnh cng nhng vn when made on-net call b tr ph gi ni mng

Cannot register/ cancel Max circle Charged daily fee but still be wrong charged

Khng th ng k/hy Max Circle Tr ph dch v hng ngy nhng vn b tr ph sai.

Wrong package provisioned by shop executive Registered but could not use Bill dispute

Nhn vin CH u ni sai gi cc ng k dch v nhng khng s dng c Tnh sai cc

Cannot re-activate sim via *666# Cannot check balance via *101#/*102# Profile error

Khng kch hot li SIM c bng *666# Khng kim tra c ti khon bng *101#/*102#... Li Profile

Not enough functions Unstable connection when using USB Dongle

Khng y chc nng Kt ni khng n nh khi s dng USB Dongle

No response from system Repeated self-care SMS delivered

Khng c phn hi t h thng Nhn tin nhn lp t 123

Register process error Resingle SIM to AUC No response from system

Li trong qu trnh ng k Resingle SIM to AUC Khng c phn hi t h thng

Register process error No response from system

Li trong qu trnh ng k Khng c phn hi t h thng

Process error No response from system Request lock airtime balance Request refund airtime balance

Li trong qu trnh np tin/chuyn tin Khng c phn hi t h thng Yu cu kha ti khon do chuyn nhm Yu cu iu chuyn tin do chuyn nhm

Process error No response from system

Li trong qu trnh np kim tra TK Khng c phn hi t h thng

3G
Request Enquiry Complaint Category Category (Vietnamese) Code 3GEP001 3GCP001 Provisioning/ Cancellation ng k/hy dch v 3GRP001 3GEP002 3GCP002 3GRP002 3GCP003 3GEM001 3GCM002 3GEV001 3GCV001 3GCV002 3GEC001 3GCC001 3GCC002 3GCC003 3GEB001 3GCB001 3GCB002 3GET001 3GCT001 3GCT002 VoD Dch v gim st, theo di nh /Giao thng 3GCD001 3GEH001 Home Surveillance 3GCH001 3GCH002 Sub Category Enquiry on Registration information Registration issue Registration request Enquiry on Cancellation information Cancellation issue Cancellation request Registration fee wrong charged MBI information Cannot access Enquiry on Video call service Video call issue Video call wrong charge Enquiry on PC to Phone service Provisioning issue PC to Phone wrong charge Connection issue Enquiry on Video Blogging Video Blogging issue Video Blogging wrong charge Enquiry on Mobile TV service Provisioning issue Mobile TV wrong charge VoD wrong charge Enquiry on Home/Traffic surveillance service Provisioning issue Service issue

MBI Video call

Thit b 3G Dch v Video call

PC to Phone

Video blogging

Mobile TV

Home Surveillance

Dch v gim st, theo di nh /Giao thng 3GCH003

Home/Traffic surveillance wrong charge

EO012

3G Technology

3G

Sub Category (Vietnamese) Yu cu hng dn ng k dch v 3G Li ng k dch v 3G Yu cu ng k dch v 3G Yu cu hng dn hy dch v 3G Li hy dch v 3G Yu cu hy dch v 3G Tr sai ph ng k Thng tin thit b 3G Li kt ni Yu cu hng dn dch v Video call Li dch v Video call Tr sai cc dch v Video call Yu cu hng dn dch v PC to Phone Li ng k dch v PC to Phone Tr sai ph dch v PC to Phone Li cuc gi PC to Phone Yu cu hng dn dch v Video Blogging Li dch v Video Blogging Tr sai ph dch v Video Blogging Yu cu hng dn dch v Mobile TV Li ng k Tr sai ph dch v Mobile TV Tr sai ph dch v VoD Yu cu hng dn dch v Gim st nh /giao thng

Sub Sub-Category

Cannot register by SMS Cannot register by USSD No response from system

Cannot cancel by SMS Cannot cancel by USSD No response from system

Monthly fee Voice Register successfully but cannot connect

Monthly fee Upload fee Sharing fee

Standard channels Extra channels

Tr sai ph dch v

Monthly fee Call tariff

Khch hng hi thng tin v dch v 3G

Sub Sub-Category (Vietnamese)