If troubleshooting steps have not helped in solving the issue, please contact Gigs support for help by either:
Emailing [email protected]
Contacting us via live chat - this is accessible via clicking on the Support tab on the bottom right of your Dashboard. Read more here.
When escalating an issue, please provide as much information as possible. Make sure to include:
Description of issue
User information: ICCID or subscription ID
Is this a live issue?
Date first experienced
Priority
Users impacted (single / multiple / project)
Screenshots of videos of the replicated issue
Services affected (SMS / Text / Voice)
User's location address (local area / traveling)
Without this level of insight the Gigs Support team cannot effectively diagnose or work to resolve the issue at hand. Please also note that we are subject to certain requirements when escalating to the carrier for technical investigation. '
Description of the issue:
When thinking about the description of the issue, there are certain details that will be incredibly helpful in us being able to locate and solve the issue. For context, please check out the example below:
Service issues (such as voice, text, or data)
It's important to know exactly what is being experienced. This includes exactly what is being seen or heard by any involved parties:
The user
Any person trying to contact the user via call or text
How broad is the issue? Is it only happening with 1 specific phone number?
Overall, the more information you can provide, the better and faster the service and resolution experience will be. This will also help in reducing back and forth communication between you and Gigs Support.