Step

Duration(Working Days)

1

 

 
The customer fills in a Cancellation Request form specifying the reason(s) for the cancellation in the nearest Customer Service Office (CSO).
 

1

 
2

 
The Retention department investigates the request and the reasons specified in the Cancellation Request form, and propose to the customer a solution to his problem(s).
 

2

 
3

 
If the Retention department manages to solve the customer's problem(s), the Cancellation Request is cancelled after the customer's approval. Otherwise the following measures are taken:
 

2

 
4

 
TE Data checks if the customer has a CPE / Router rented from TE Data, and if so, TE Data makes sure that the CPE / Router is returned to the company in a good condition.
 

2

 
5

 
TE Data Billing Control dept checks and confirms that the customer's balance is cleared and that there are no due payments on the customer.
 

2

 
6

 
TE Data sends a cancellation request to Telecom Egypt to start the process of un-splitting the ADSL line.
 

2

 7

 Telecom Egypt issues a Cancellation Work Order, a Cancellation Number and the
request to un-install the line from the customer's central office.
 

10

 
8

 TE Data sends a Short Message (SMS) to the customer's mobile number informing him/her of the Cancellation Number and confirming that the ADSL line has been un-split.
 

0

 
                                                 Total Duration
 

 
21