Customer Care New Induction Training Module

Presented by: Wateen Customer Care

About Us.

Abu Dhabi Group In Pakistan

Abu Dhabi Group

Oil & Gas Exploration

PARCO

Banking & Fin. Services

Bank Alfalah

United Bank

Health

Al- Razi

Telecom

Warid Telecom

Internet Service

Wateen Telecom

What Is Wateen?

Wateen Telecom is the Abu Dhabi Group's

venture in Pakistan.

Wateen Telecom is a converged communication

services provider that fulfills connectivity

requirements for organizations and individuals in

Pakistan.

Wateen Telecom delivers complete solutions for

Internet, Voice, Multimedia and Enterprise Solutions

that make it the most comprehensive provider for all

of Pakistan’s communication necessities.

An Abu Dhabi Group venture, Wateen’s vision is to

take Pakistan into the digital revolution of the 21st

Century and to make Pakistan a regional

communications hub, connecting the East with the

West and Central Asia with the Middle East.

Offerings

Wateen

Consumer

WiMAX

HFC

GPON

CVC Card

Wi-Fi HotSpo

t

Multimedia

Corporate

VSAT

LDI

V3

Fiber

Market Competitors

Technology Overview

Wateen

Consumer

WiMAX

HFC

GPON

CVC Card

Wi-Fi HotSpo

t

Multimedia

Corporate

VSAT

LDI

V3

Fiber

WIMAX

WiMax (Worldwide Interoperability for Microwave Access) is a telecommunication

technology that provides wireless access over long distances.

Features

Provides a wireless alternative to fixed wired services. Local loop telephony, cable &

DSL broadband.

IP based converged product offering.

Internet

Voice

Data/VPN

Multimedia & VAS

WiMAX Coverage WiMAX

Commercial

Lahore

Karachi

Islamabad

Rawalpindi

USF

Sargodha

Narowal

Gujrat

Sialkot

Narowal

Mandi Bahaud

din

Hafizabad

Abotabad

USF Cities Migrated to PTCL

1.    Sahiwal 2.    Okara 3.    Pakpattan 4.    Sheikhupura

HFC

HFC (Hybrid Fiber Coaxial) is a telecommunication technology that provides wired and wireless access of internet , cable and voice.

Over ViewData travels as optical signal through fiber and converted into electrical signal by ONU( Optical Network Unit).Batteries are attached with ONU to provide power supply.

Offerings

Internet Voice Cable TV

HFC Coverage

HFC

Eden Avenue & Extension

DHA Lahore

(Phase 1-5Rehman Garden

Divine Homes Fort Villas Eden

Cottages

Army Housing Scheme

Important Points

HFC services are not available in K &

L Block

For HFC Service Wateen processes

the HFC Business Center which is

located in DHA Phase v

WiMAX customers are not

entertained from HFC Business

center

Wateen Chowk

Wateen

HFC BC

21-C, Commercial Area, J Block, Phase 5, DHA, Lahore

GPON

GPON (Gigabit Passive Optical Network) is a point-to-

multipoint access mechanism. Its main characteristic is

the use of passive splitters in the fibre distribution

network, enabling one single feeding fibre from the

provider's central office to serve multiple homes and

businesses. GPON has a downstream capacity of 2.488

Gbps and an upstream capacity of 1.244 Gbps that is

shared among users. Encryption is used to keep each

user's data secure and private from other users.

GPON ADVANTAGES

Passive network that diminishes the dependency of electricityCaters to high bandwidth requirements and needsA variety of services can be offered through this platformEnhanced user experience

GPON

Lahore Karachi Multan

GPON Technology Overview

Customer Lifecycle

13

Product Launch Identify

Potential areas

Site Survey Done

NOC Obtained

Cabinet Deployed

Sale Acquisitio

nInstallatio

n & Service

Activation

Service Experienc

e Feedback

Billing & Collection

After Sales

Support

Upselling / Cross Selling

Loyalty & Retention

Customer

Customer Touch Points

Sales & Support Teams

Contact Centre

Business Center

Sale & Retention

Billing &

Collection

Doorstep

Facilitation

Upsell & Retain

Information &

Prompts

On call Facilitation

Sale & Retention

Billing &

Collection

Doorstep

Facilitation

Wateen Wi-Fi Hot Spot

Wateen Wi-Fi Hot Spot Coverage

Lahore Karachi Islamabad

Wateen Wcard (CVC)

Ava i lab le a t a l l

f ranch ises

and genera l s to res

fo r :

Rs. 50

Rs. 100

250

Rs. 500

Rs. 1,000

Rs. 1,500

Rs. 2,000

Important Points

CVC Featured

Used to recharge

Prepaid Wateen

Account

Can be utilized as

calling card on

PTCL,Wateen &

Warid

Wateen Multimedia

Coverage

Lahore

Karachi

Rawalpindi &

Islamabad

Subscriber : 675,000

Important Points:

Wateen Multimedia Network is PEMRA Registered & run by local loop

& Cable Operators

Particular Service is offered on Analogue system.

high quality TV dipped in More than 99 exciting channels

ranging from local to international satellites, catering complete

household viewing.

Wateen Devices

Devices

Indoor Outdoor USBs

WiMAX Devices

Indoor – Buckeye 04 Ethernet 02 Telephone

Ports

Indoor – Wolverine 01 Ethernet 02 Telephone

Ports

Indoor – Blade 01 Ethernet 02 Telephone

Ports

Indoor –ZTE 02 Ethernet

Ports 02 External

Antennas Built in WIFI 02 Telephony

PortsBolt2–WiFi 1 Ethernet

Ports Built in WIFI

Thunder Bolt–WiFi 2 Ethernet

Ports Built in WIFI 2 Telephony

Ports

Wateen WiMAX Indoor CPE

WiMAX USBs

Bolt USBPlug & PlayXP Service Pack 3 Compatible Data Only

ZTE USBPlug & PlayBuilt In installation DriverData Only

USB-Dongle Plug & Play Installation

Driver Required

Data Only

Wateen WiMAX Outdoor CPE

Outdoor – Jupiter 01 Ethernet Power over

Ethernet Require IAD to

connect Telephone

Outdoor-Waive-2 01 Ethernet 01

Telephone Ports

Make sure power cord is connected with the power adapter .

To power up Jupiter , make sure that one end of the junction box is

firmly connected to the Jupiter and the other end of the junction is

connected to AC outlet.

Wateen ‘s HFC CPE

EMTA Ports 01 Ethernet 01 USB 02 Telephone Ports

Cisco Non-Wi-Fi Ports 01 Ethernet 01 USB

CISCO WIFI Ports 04 Ethernet 01 Antenna 02 Telephone Ports

Motorola Ports 01 Ethernet 01 USB

Wateen ‘s GPON CPE

GPON Ports• 03 Fast

Ethernet• 01 Giga bit

Ethernet • 02 Telephone

Ports• 01 CATV

Important Points

Currently FE 1 is enabled for Internet

User can use only one Telephone line which will

be provisioned on Tel 1

IP STB is not being provided

Fax services are not being offered right now

Only one pig tail will be provided at the time of

subscription

Wateen ‘s GPON CPE

Front View Rear View

The following table describes the indicators of the HG865.

Indicators Status Description

CATV ONThe CATV function is

enabled

OFFThe CATV function is

disabled

Tel 1-2 ONThe telephone interface is

in the call status

OFFThe telephone interface is

idle

VOIP ONThe VOIP function is

enabled

OFFThe VOIP function is

disabled

GE/FE 1-3

ONThe device is connected to

the Ethernet

OFFThe device is not

connected to the Ethernet

Blinking

Data is being transmitted through the Ethernet

interface

Power ON The HG865 is powered ONOFF The HG865 is powered OFF

Power LED should be ON

for Proper Working of

CPE

Link and Auth LED should be

on showing

CPE Properly sinked

When PC is

attached with Port, This LED should be ON

VOIP LED on

showing Voice is

Provisioned Properly

Tel LED on

showing Telephone Working

The following table describes the LINK indicators and the AUTH indicators. Post-

Configuration Status Description

LINK AUTHOFF OFF Initial StateOFF ON Ranging StateON ON Operation state

Wateen ‘s GPON CPE

Tariff Billing Cycles &

Recharge Methods

Wateen Billing

Prepaid

Commercial, USF & USF

LC

USF CBC,EBC

Postpaid

WiMAX SME SOHO

HFC

GPON

Tariff Billing Cycles

Tariff Billing Cycles

Post Paid HFC

Post Paid GPON

Tariff Billing Cycles

Wateen have 3 Billing Cycles.

a) 1st to 1st

b) 11th to 11th c) 21st to 21st

Example: The customer is using unlimited package and paying 1667.50 \ month. The customer joined Wateen Services on 9th of current month.If the customer wants to change his billing date then he will be charged prorated. And the billing cycle will change from next month.So (1667.50 % 30 )* 9.

Note: Customer is given 5 days Loan period after the billing date, in which he\she can use the services but the data used will be deducted from next month.

Account Recharge Mechanisms

Account Recharge Methods

Retail Pay

Easy Paisa

Net Pay

Allied Bank Omni Dokan Askari Bank MCB POS Machine Bank Al Habib Nadra Esahulat Center Burj Bank

Phone Pay Easy Paisa Faysal Bank Limited Easy Load Habib Metropoliton

Quick Load JS Bank

ATM Pay

Allied Bank Meezan Bank Askari Bank Standard Chartard Bank Bank Alfalah Soneri Bank

Faysal Bank Summit Bank Habib Metropoliton

Account Information

SMS

Meezan Bank B username/CID --> 2414Soneri Bank from Warid

Summit Nank  

Customer Awareness Portals

Wateen

Prepaid

Selfacre.wateenwimax.com

Post Paid

Selfcare.wateen.com

Login.wateen.net

Customer Awareness Portals

Customer Awareness Portals

Salient Features

Customer Usage Details

Customer’s Information

SMS History

Friend & Family

Tariff Change

Complaint Generation

Account Recharge Facility

Bill History (for Postpaid )

Easy Paisa Transaction

Feedback

Packages Details

POTS (Basic Telephony) Packages Tariff (PKR) Green

Line Rent 90 Free Minutes  

Off Net  ISD (USA, Canada & UK {LL}) 50On Net Local & NWD landline Unlimited**Rates/Charging Rounding Pulse PKROn Net (Wateen-to-Wateen) 30 Sec Free*/0.40Off Net Landline Local 30 Sec 0.4Off Net Landline NWD 30 Sec 0.4Mobile Cellular 15 Sec 0.4

INTERNATIONAL (PKR)                                      USA, Canada, UK (LL) 30 Sec 0.5China 30 Sec 0.6India 30 Sec 2.5UAE 30 Sec 6.99UK (M) 30 Sec 6.99Saudi Arabia 30 Sec 5.99Afghanistan 30 Sec 9.99

Wateen Telephony

Taxation

General Sales Tax 19.50%

Withholding Tax 10.00%

Total 31.45%

Base Package Fair Use PolicyFair Use Minutes 1,000

  *Fair Use Policy applies on Free Minutes. Any incremental minutes

will be charged at PKR 0.40 per 30 seconds. (Details provided in

Appendix B)

  Any usage over and above the allocated 1,000 minutes will be

charged at PKR 0.40 per 30 seconds

Wateen Telephony International Zone Rate

International Dialing Zones

IDD Zones Rounding Pulse Rate (PKR)

Zone 1 30 sec 0.75Zone 2 30 sec 1.99Zone 3 30 sec 2.99Zone 4 30 sec 3.99Zone 5 30 sec 4.99Zone 6 30 sec 6.99Zone 7 30 sec 9.99Zone 8 30 sec 12.99Zone 9 30 sec 19.99

Zone 10 (Rest Of the World) 30 sec 34.99Wateen Telephony Promotion

UK, USA & Canada Add-On

Add On Monthly Fix (PKR)

Minutes offered

USA (LL+M), Canada (LL+M) & UK (LL only) 300 500

This is a subscription based service and it is an optional Add-on to the existing telephony package, with the base package as a pre-requisite for subscription

Friends and Family package

Wateen offers a “Friends and Family” (F&F) package as an optional ‘Add On’ to the existing

telephony packages. Any Wateen class V user is allowed to make unlimited* calls to any one

number in the US, Canada or UK in a given month for PKR 750 (plus tax). A maximum of 3

subscriptions are allowed per user. Detail of this Add-On is provided in table 2-4 below:

Friends and Family Add-On

 Countries Free MinutesUSA (LL+M), Canada (LL+M) &

UK (LL only) Unlimited*

Charges PKR

Monthly Subscription 750

Change/Modification 99

  *Fair Use Policy applies on Free Minutes. Any incremental minutes will be charged as per the subscribed tariff. 

Friends & Family Fair Use PolicyDaily Minutes 240

Monthly Minutes 1,650

  A maximum of 240 minutes per day and 1,650

minutes in a month per Add-on (whichever comes

first).

  Usage over 'fair-usage limit' to be charged as

per subscribed tariff.

WiMAX Commercial Packages

Commercial Packages With Non Wi-Fi Device

Tariffs Monthly Charges with Voice

Monthly Charges Without Voice

1 Mbps 10 GB Rs.1168/- Rs.1049/-1 Mbps

Unlimited Rs.1667/- Rs.1548/-

1.5 Mbps 12 GB Rs.1567/- Rs.1448/-1.5 Mbps Unlimited Rs.1867/- Rs.1748/-

2 Mbps 20 GB Rs.1767/- Rs.1648/-2 Mbps

Unlimited Rs.3267/- Rs.3148/-

4 Mbps Unlimited Rs.6267/- Rs.6148/-

Subscription Charges Rs.1499/-

Commercial Packages With Wi-Fi Device

TariffsMonthly

Charges with Voice

Monthly Charges Without Voice

1 Mbps 10 GB Rs.1268/- Rs.1149/-1 Mbps

Unlimited Rs.1767/- Rs.1648/-

1.5 Mbps 12 GB Rs.1667/- Rs.1548/-1.5 Mbps Unlimited Rs.1967/- Rs.1848/-

2 Mbps 20 GB Rs.1867/- Rs.1748/-2 Mbps

Unlimited Rs.3367/- Rs.3248/-

4 Mbps Unlimited Rs.6367/- Rs.6248/-

Subscription Charges Rs.1999/-

Student Package Only with GP Bolt USBTariff Monthly Charges

512 Kbps Unlimited Rs.1048/-

Subscription Charges Rs.1499/-Night Unlimited Add On Night Unlimited Add On can be taken with

limited commercial packages. Monthly charges of Night Unlimited Add On

are 1/3 of internet line rent

Night Unlimited Add OnLimited Packages Night Unlimited Add On Charges

1 Mbps 10 GB Rs.300/-1.5 Mbps 12 GB Rs.433/-

2 Mb 20 GB Rs.500/-Night Unlimited Timings 1am to 11am

WiMAX Prepaid Static – Prepaid

Commercial Packages For Prepaid Static IP With Non Wi-Fi Device

TariffsMonthly Charges with

VoiceMonthly Charges

Without Voice

1 Mb Unlimited Rs.1667/- Rs.1548/-

1.5 Mb Unlimited Rs.1867/- Rs.1748/-

2 Mb Unlimited Rs.3267/- Rs.3148/-

4 Mb Unlimited Rs.6267/- Rs.6148/-

Static IP Charges: Rs.2000/- Subscription Charges Rs.1499/-

Static IPsFirst Time Charges

OnlyCustomer End Useable

IPs

4 Pool IP (Prepaid) Rs.2000/- 1

8 Pool IP (Post Paid) Rs.4000/- 5

16 Pool IP (Post Paid) Rs.6000/- 13

32 Pool IP (Post Paid) Rs.8000/- 29

TAT of Provisioning 72 Hours

WiMAX SME SOHO Packages – Postpaid

SME SOHO Packages Shared

Monthly Charges Upfront Charges

128Kbps Unlimited Rs.1900/- Rs.6959/-256 Kbps Unlimited Rs.3300/- Rs.6959/-512 Kbps Unlimited Rs.5300/- Rs.6959/-

1 Mb unlimited Rs.8300/- Rs.6959/-

Static IPsFirst Time Charges

OnlyCustomer End Useable

IPs4 Pool IP Rs.2000/- 18 Pool IP Rs.4000/- 5

16 Pool IP Rs.6000/- 1332 Pool IP Rs.8000/- 29

TAT of Provisioning 72 Hours SME-SOHO package is mainly used for official purposes.

The major advantage of using this package is bypassing authentication.

In prepaid static IP you need to login for authentication after every 24 hours if

your system stays idle which is not very suitable for DVRs. 

In SME-SOHO package, DVRs can be configured and work properly without

session breaks. You have an option of VPN creation in this package as well.

USF Packages

Key Changes:

Commercial packages for sales will be available in Abbottabad..Upfront charges in all USF cities except Sargodha, will be Rs.1,000 for Non- Wi-Fi and 1500 for Wi-Fi device.

Region Cities

GTR

GujratSialkot

Mandi BahaudinNarowal

HafizabadFTR Sargodha

CTR

SahiwalOkara

PakpattanSheiukhupura

HTR Abbotabad

USF Special Package

Package NameUSF Special Package

Tariff Plan 1 Mbps - 10 GB

Tariff Name at CRM

1 Mbps - 10GB GTR/CTR USF

Tariff Name at IN

1 Mb-10GB-USF-Special

Charges Amount1 Mbps - 10 GB

PKR 500

1 Mbps Night Unlimited - Add On

PKR 167

Upfront Charges

PKR 0

Service Charges

PKR 50Region Cities

GTR

GujratSialkot

Mandi BahaudinNarowal

HafizabadFTR Sargodha

CTR

SahiwalOkara

PakpattanSheiukhupura

HTR Abbotabad

Important Points:  

USF special Package is available for New sale in USF FTR & GTR regions only

  

Only USB devices (Moto USB, ZTE USB & GP Bolt only) would be provided

against these packages.

Only USB – USB replacements would be catered against USF special

packages.

USF special Package is only for new Sales and not for existing customers.

Customers having USF Special package (1 Mb 10 GB) can also

change their tariff to other available USF tariffs but can’t revert

back to 1 Mb 10 GB USF Special Package.

HFC Packages Bundle Packages - Monthly Line Rents

  Crystal UNL1 UNL2 UNL4 UNL6 UNL8Analog TV 90 Channels 90 Channels 90 Channels 90 Channels 90 Channels 90 ChannelsInternet 1 Mbps - 10

GB1 Mbps – UL 2 Mbps – UL 4 Mbps – UL 6 Mbps – UL 8 Mbps - UL

Telephony Green Green Green Green Green GreenSplitters included

1X2 1X2 1X2 1X4 1X4 1X4

Total (Rs.) PKR 1,200 PKR 1,600 PKR 2,000 PKR 2,500 PKR 4,500 PKR 7,250 Single Play Packages - Monthly Line Rents

Internet Speed 1Mbps – UL 2Mbps – UL 4Mbps – UL 6 Mbps – UL 8 Mbps – ULMonthly Line Rent PKR 1,350 PKR 1,599 PKR 2,250 PKR 4,250 PKR 7,000Fair Usage Caps (Bundled/Unbundled) 60GB 100GB 140GB 180GB 200GB

Fair Usage Downgrade Speed 256Kbps 256Kbps 256Kbps 512Kbps 512KbpsVoice GreenMonthly Line Rent PKR 90

Analog TV PKR 450* Splitters to be included by default

Additional TV PKR 150Notes:

* No CPE line rent i.e. PKR 0/-

* Device Upfront/Installation: PKR 1500

* Device Security: PKR 1500

* Credit Limit for Postpaid: PKR 500

* GST+WHT (19.5 % + 10 %) will apply on all packages where voice is

included

*Customers can connect up to 2 TV Sets. Additional TV subscriptions will be

charged at Rs. 150. 1x2 splitter to be included by default

* Single play is available for DHA Phase. 5 only customers.

GPON SOHO Packages (Lahore & Multan)

Static IP ServiceIP Pool Monthly Rent4 Pool PKR 1,4008 Pool PKR 2,750

16 Pool PKR 5,500

No. Tax Details Lahore

1 FED / Sales Tax – Voice 19.50%

2WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )

10%

3FED / Sales Tax on Telecommunication Services – TV

16%

NOTES:At the time of new connection the following will be deposited as upfront:- First Month Line Rent (inclusive of all relevant Taxes)- Subscription Charges Full Subscription for customers that have not selected

installment plan, OR; One time Subscription for customers that have selected

Installment Plan- First Installment amount (for Installment plan customers only)- Credit limit amount (this will be applicable against usage)

SOHO TRIPLE PLAY TARIFFS – Lahore & Multan

Package Service Offering Monthly Line Rent Monthly Line Rent

Credit Limit (Without TAX) (With TAX)

4Mb Unlimited 2,999 3,091 5008Mb Unlimited 1 Internet 6,499 6,591 500

10Mb Unlimited 1 Voice Line 7,299 7,391 50016Mb Unlimited 1 TV- Analogue 9,499 9,591 50020Mb Unlimited   11,999 12,091 50035Mb Unlimited   17,999 18,091 50050Mb Unlimited   23,999 24,091 500

100Mb Unlimited   34,999 35,091 500

GPON SOHO Tariff (Karachi)

Static IP Service

IP Pool Monthly Rent

4 Pool PKR 1,400

8 Pool PKR 2,750

16 Pool PKR 5,500

No. Tax Details Karachi

1 FED / Sales Tax – Voice 19.50%

2WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )

10%

3

FED / Sales Tax on Telecommunication Services - Data/Internet (where the amount exceed PKR 1,500 per month per subscriber)

19.50%

NOTES:At the time of new connection the following will be deposited as upfront:- First Month Line Rent (inclusive of all relevant Taxes)- Subscription Charges Full Subscription for customers that have not selected

installment plan, OR; One time Subscription for customers that have

selected Installment Plan- First Installment amount (for Installment plan customers only)- Credit limit amount (this will be applicable against usage)

SOHO DUAL PLAY TARIFFS - Karachi

Package Service Offering Monthly Line Rent Monthly Line Rent

Credit Limit (Without TAX) (With TAX)

4Mb Unlimited   2,599 3,106 5008Mb Unlimited   6,299 7,527 500

10Mb Unlimited 1 Internet 7,099 8,483 50016Mb Unlimited 1 Voice Line 9,499 11,351 50020Mb Unlimited   11,999 14,339 50035Mb Unlimited   17,999 21,509 50050Mb Unlimited   23,999 28,679 500

100Mb Unlimited   34,999 41,824 500

GPON Subscription Charges & Segregation

SOHO DUAL PLAY & TRIPLE PLAY SUBSCRIPTION

PackageSUBSCRIPTION WITHOUT

INSTALLMENT

SUBSCRIPTION WITH INSTALLMENT PLAN

Total Subscription Subscription Installmen

t AmountInstallment Months(one time)

4Mb Unlimited 19,000 22,500 7,500 1,000 158Mb Unlimited 15,000 17,500 7,500 1,000 1010Mb Unlimited 10,000 11,500 7,500 1,000 416Mb Unlimited 10,000 11,500 7,500 1,000 420Mb Unlimited 10,000 11,500 7,500 1,000 435Mb Unlimited 10,000 11,500 7,500 1,000 450Mb Unlimited 10,000 11,500 7,500 1,000 4

100Mb Unlimited 10,000 11,500 7,500 1,000 4

PackageTARIFFS BREAKUP

SOHO DUAL Play TARIFFS SOHO TRIPLE Play TARIFFSInternet Telephone Total Internet TV Telephone Total

4 Mb Unlimited 2,499 100 2,599 2,449 450 100 2,9998 Mb Unlimited 6,199 100 6,299 5,949 450 100 6,499

10 Mb Unlimited 6,999 100 7,099 6,749 450 100 7,29916 Mb Unlimited 9,499 0 9,499 8,949 450 100 9,49920 Mb Unlimited 11,999 0 11,999 11,449 450 100 11,99935 Mb Unlimited 17,999 0 17,999 17,449 450 100 17,99950 Mb Unlimited 23,999 0 23,999 23,449 450 100 23,999

100 Mb Unlimited 34,999 0 34,999 34,449 450 100 34,999

Multan Residential Package

RESIDENTIAL TRIPLE PLAY

Peak Off Peak Service

Offering

Monthly Line Rent

Credit Limit (7:00am-7:00pm)

(7:01pm- 6:59am) (Analogue TV)

4Mb 10 GB 4Mb Unlimited 1 Internet 2,399 5008Mb 10 GB 8Mb Unlimited 1 Voice Line 3,499 500

10Mb 15 GB 20Mb Unlimited 1 TV 6,999 50016Mb 15 GB 16Mb Unlimited   7,999 50020Mb 30 GB 20Mb Unlimited   11,999 500

RESIDENTIAL TRIPLE PLAY SUBSCRIPTIONPeak Off Peak

FULL SUBSCRIPTION

INSTALLMENT PLAN

(7:00am-7:00pm)

(7:01pm- 6:59am)

Subscription Installm

ent Amount

Installment

Months

Total Subscript

ion (one time)

4Mb 10 GB

4Mb Unlimited

19,000 7,500 1,000 15 22,500

8Mb 10 GB

8Mb Unlimited

15,000 7,500 1,000 10 17,500

10Mb 15 GB

20Mb Unlimited

10,000 7,500 1,000 4 11,500

16Mb 15 GB

16Mb Unlimited

10,000 7,500 1,000 4 11,500

20Mb 30 GB

20Mb Unlimited

10,000 7,500 1,000 4 11,500

No.    Tax Details

Tax Percentage

1FED / Sales Tax – Voice

19.50%

2

WHT/AIT on Voice Bill ( If monthly bill exceeds Rs. 1,000 )

10%

3

FED / Sales Tax on Telecommunication Services – TV

16% To Welcome our valuable customers,

initially data would be Unlimited on all

the GPON Residential packages.

This is a limited time offer and

Customers would be reverted back to

their original Data Volume after the

expiry of the given offer.

Offer End Date would be communicated

at a later stage.

ARMY TRIPLE PLAY PACKAGE

Tariffs Service Offering

Monthly Line Rent

(without Tax)

Monthly Line Rent (with

Tax)Credit Limit Subscription

Charges

1Mb 5 GB 1 Internet 700 792 500 2,0001Mb 10 GB 1 Voice Line 1,199 1,291 500 3,500

2Mb Unlimited 1 TV Analogue 1,799 1,891 500 3,500

Important Points: 

Existing Army Packages can be converted into any of the new available

packages

For subscription of Army packages; customer must submit the Army Card Copy

and should be an ‘ON service’ employee of Army

Multan Army Package

Special Package – Wateen Employees

Package HFC Employee Package - Internet Only

1Mbps – UL2Mbps –

UL 4Mbps – UL6 Mbps –

UL8 Mbps –

UL

Monthly Line Rent PKR 700 PKR 800 PKR 1,125 PKR 2,125 PKR 3,500

Employee Packages (Bundle)- Monthly Line Rents (Rs.) + Breakup

Tariff Internet Voice TV Bundle Cost1 Mbps - Unlimited 700 0 450 11502 Mbps - Unlimited 800 0 450 12504 Mbps - Unlimited 1125 0 450 15756 Mbps - Unlimited 2125 0 450 25758 Mbps - Unlimited 3500 0 450 3950

Special Package – HFC

Special Package – HFC Bundle

Special Package – WiMAX

Name Package Price

Special Package A 1Mbps UL 750

Special Package B

512Kbps 10GB 700

Internet & IPs Address

What is Internet ?

What is a Network

What is an IP Address

IP Classes

Static IP

Dynamic IP

Network IP

Gateway

Subnet mask

DNS

DHCP

Internet & IPs Address

Wateen Devices & Their IP Addresses

Motorola Bolt 2

Machine IP 192.168.15.2-

254 Machine Ip 192.168.0.2-

254Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0Gateway 192.168.15.1 Gateway 192.168.0.1

ZTE GP Bolt

Machine Ip 192.168.1.100-

254 Machine IP 192.168.1.2-

254Subnet Mask 255.255.255.0 Subnet Mask 255.255.255.0Gateway 192.168.1.1 Gateway 192.168.1.1

WiMAXHFC

GPON

Echo Life Machine IP 10.183.64.61Subnet Mask 255.255.192.0Gateway 10.183.64.1

Static IPs Pool & Subnets

Static IPs Subnet Mask

4 Pool IP 255.255.255.252

8 Pool IP 255.255.255.248

16 Pool IP 255.255.255.240

DNS Address

DNA Addresses IP Address

Central & North

Preferred 10.16.6.10Alternate 10.16.7.12

Third 58.27.149.60

South Preffered 10.16.7.12Alternate 10.16.6.10

Third 58.27.149.60

EMTA CISCO DPC 2100

Machine IP 10.172.80.2-

254 Machine Ip 192.168.0.2-

254Subnet Mask 255.255.255.0

Subnet Mask

255.255.255.0

Gateway 10.172.80.1 Gateway 192.168.0.1

CISCO Wi-Fi Motorola SB5100

Machine Ip 192.168.0.2-

254 Machine IP  Subnet Mask

255.255.255.0 Subnet Mask  

Gateway 192.168.0.1 Gateway  

Customer Care Portal

Wateen Customer Service Portal is an encyclopedia

of Wateen Customer service Division. The portal

contains a huge amount of information which is used

by each and every department of Customer Service

to ensure smooth running of daily operations. With in

the portal, there are different portals which are also

being used by different departments of Consumer

Business Unit. The CS portal is the back bone of CSRs

success in Customer Service.

Customer Care Portal

Link: http://wateencs

Live IP : http://58.27.141.55:8085/

Login Base Authentication

Customer Care -Portal

New Sale Lead Entry

In new sale lead portal CSR will place the orders for new customers.

Customers will be provided with an order number and sales team

will contact customer with in 24 hours.

CSAF Log

In this section CSR can search customer’s CSAF (Customer Service

Agreement Form).

Customer Care Portal– Applications

Advoss (WiMAX/HFC)

Advoss is a portal which is synchronized with IN

(Intelligent Network) and it charges monthly bill against

services of prepaid accounts and charges for extra

usage for prepaid and postpaid accounts

AdvOSS maintains the records of internet usage, voice

usage, and Wateen calling card usage.

Username :CC1

Password: CC1

Customer Care Portal – Applications

Session Release Portal

Session Release Portal is used to clear Stuck sessions from ISG.

Username : ccp-Call1

Password : CalLi0%^3

Further CSR can obtain the MAC address

of the device through air IP

Customer Care Portal– Applications

Static IP Core Portal

Core Portal is used to check that whether

customer has availed Static IP from Wateen

Telecom

Core Portal helps to check Static IP assigned to

the customers.

Username : Consumerhelp

Password : consumer@123

Customer Care Portal – Resource Development

Presentation & FAQs

In this particular link all kind of presentation regarding the

product are available which will help CSRs to revitalize their

product knowledge. Moreover for CSRs grooming there are

different kind of training modules are available which help

CSRs to enhance their skills.

Online Quiz

In order to gauge the product knowledge of CSRs on

line quiz is being conducted on monthly basis. Every

team member needs to attempt the quiz.

Training Videos For the better understanding of CSRs RDC team had

made the troubleshooting videos of different Operating systems and browser. Which help CS team to resolve customer’s issue in effective way.

Customer Care Portal – Correspondence

Email Management System

This particular link is for the DRU & Correspondence team, however CSRs can use these templates to send email to customers as well. These are standard templates which is designed by the skills full team

Correspondence Module

To track customer’s email correspondence record CSRs can search the customer’s email in correspondence module.

VIP Escalation Log

In order to have the track records of the escalations from high management/ VIP personnel; particular portal is being utilized

Information Notes

For CS team every information note which has been floated by QA Team has been updated in this particular link so if CSR is perplexed or unaware of the information then CSR can update his self.

Customer Care – Quality Assurance

Customer Care Portal – Manual & Docs

OS & Browser Configurations

For the facilitation of CS team screenshot of Operating system and browser configuration has been updated on CS portal so CSRs can handle customers more effectively

All Data Links

This particular link is consisted with all of the updated information regarding network, franchise details , country dialing codes, Cable operators details etc.

Business Partner Details

Particular link contains the details of franchise employees

Customer Care – Product Info & Support

In this particular section every detail regarding tariff and other help full links are available which can help CSRs to cater customers accordingly

Customer Care Portal – Report & Monitoring – Network Updates

Network portal helps to check outages regarding (HFC, GPON, WiMAX, CVC and Wi-Fi Hotspot)

WBSS & WWLBSS

WWLBSS/WBSS is a combination of policies, processes, and strategies implemented by an organization to unify its customer interactions and provide a means to track customer information. It involves the use of technology in attracting new and profitable customers, while forming tighter bonds with existing ones.wbss/wwlbss includes many aspects which relate directly to one another:

WiMAX BSS link: https://wwlbss.wateen.comHFC/GPON BSS link: https://wbss.wateen.com

WBSS/WWLBSS

Salient Features

Authentication Based

Same Interface for WiMAX &

HFC/GPON

JD assigned Role

Contains All user Details

(Onboard & Roll Back )

Task Generation against

each customer profile

User Profile

Reporting

WBSS/WWLBSS Searching Criteria

wwlbss wbss

We can Search Customers account in WWLBSS/WBSS through Different Ways no matter Customer belongs to which Platform.

Profile Dash Board

User can search customer’s profile by any following provided search criteria

Customer ID CSAF Wateen Provided Telephony Customer Registered Number NIC Device Mac Address

Important Points

Customer can opt for 3 connection against his CNIC

(excluding roll back account)

In case if customer (Lahore & Karachi) provides his

Wateen

VOIP Number then user need to remove 3 from area

prefix

Through Mobile number search user need to add –

after network prefix e.g. 0321-4497256

To check the roll back (off board /churn)customer’s

details user need to click on “Include Rollback”

button

Customer Profile Dash Board

After clicking on customer’s profile dash board will appear which will provide following details

Customer Name

Contact Details (NIC, Landline, Mobile

Number, Email Address ,IP Address )

Billing & Service Address

Billing System & Platform

Package Name & Details

Account Status & Current Balance

Charges

Assigned Business Partner

Comments

Usage Graph

Verification Status

Customer Tab

After Clicking on customer’s tab, following drop down will be available which will help user to know about:

Customer

Customer Definition

NADRA Verification

Service Management

Internet Password

New Sale Activation Push XML

Create Post Sale

Block Unblock History

Activate Post Sale

Bill Date Change

Edit Profile Public IP View

Action Details

Usage Details Customer Communicati

on

Communication History

Easy Load History

Customer Comments

Voucher Refill history

 

Line Rent Details

Activity Log

Profile History Customer Charges Recharge History

Financial s

After Clicking on Financial tab, following drop down will be available which will help user to know about

Financials

Invoice & Payments

Search & Pay Invoice

Make Payments

Bill Bill History

Transaction History

Financial sWiMAX Bill HFC Bill

Inventory

We can upload MAC address in inventory by using upload warehouse inventory option in WBSS/WWLBSS

SMS & SMS History

We can send multiple/Single/Edited SMS to

customer regarding any information available in

WBSS/WWLBSS

SMS history provides us the details of all sms

sent to customer through WBSS/WWLBSS

OSS

Through OSS user can check customer’s access

point , outage sms ,MAC camping history details

TMSNG & SOPs

How to create Ticket/FCR/inquiry in WBSS/WWLBSS?

We can create Ticket/FCR/Inquiry in customer account by using the option of Ticket management Ticket Creation.

How to create inquiry for Non-Wateen customers in WBSS/WWLBSS?

We can tag Inquiry for non-Wateen customer by using the option of Inquiry Management Inquiry Creation.

We can search Ticket/FCR/Inquiry in customer ‘s

account by using the option of Ticket management

Apply filter by selecting the required selection.

Inquiry

FCR

Action Taken

Complaint

RCA

Action taken

Services Request

TMSNG

Policy & Procedures