On Hold - Call Center Simulator · published
Following up on the diagnostic system players have been enjoying on internet outages and slow speeds, it's now live on four more call types:
• Mobile: no signal — could be a worn SIM, tower congestion in the area, or a fault in the handset itself. Each has a different fix, and only one of them involves mailing out a new SIM.
• TV box frozen — a plain reset only fixes some of these. Diagnose it first: is it hung, stuck mid-update, or just dead hardware?
• Data cap hit — sometimes it's a real cap. Sometimes the usage meter's out of sync, or there's a stuck throttle flag left over from a prior billing cycle. Only one of those means "sorry, nothing I can do."
• Roaming charge shock — legitimate charges, a carrier-side billing error, or a roaming pack that lapsed mid-trip all look the same on the surface. They're not.
As always: skipping the diagnostic step doesn't lock you out of resolving the call — you just won't land the best-quality outcome unless you actually figured out what was wrong.
Also in this update:
• New CRM actions: Send Replacement SIM, Push Firmware Update, Ship Replacement TV Box, Clear Throttle Flag
• 7 new knowledge base articles covering the above
Under the hood: added test coverage for the actual "New Game" flow — a gap that had gone unverified.