TT assigned

This email is to confirm that we have received your complaint and would like to thank you for using Multinet services. Your complaint regarding (MCB (Silk Bank Limited (University Rd to H/O)) is logged under ticket number MN-67732. Please feel free to contact us at 111-247-000 or email us at support@multinet.com.pk while referring your case number for any additional updates or concerns.

-------------------------------------------------------------------------------------Thank you for contacting Multinet and using our services. It is to inform you that, your complaint has been received and logged under the ticket number MN65375.We are currently looking into the reported issue, and will update you shortly. We appreciate your patience and understanding in this regard. Please let us know if we can provide you with any further assistance. ----------------------------------------------------------------------------------------------------------------------------------Thank you for contacting Multinet and using our services. It is to inform you that, your complaint has been received and logged under the ticket number MN-. We are investigating it at our end , further updates will be shared with you shortly. Please let us know if we can provide you with any further assistance.

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TT assigned + Forward to field Thank you for contacting Multinet and using our services. It is to inform you that, your complaint has been received and logged under the ticket number MN63373. Kindly note that we have forwarded the complaint to our concern team to check the connectivity, further updates will be shared with you as received. Please let us know if we can provide you with any further assistance. -----------------------------------------------------------------------------------------------------------------------------------

Thank you for contacting Multinet and using our services. It is to inform you that, your complaint has been received and logged under the ticket number as below. Circuit TT Status Update Under Investigation

We appreciate your patience and understanding in this regard. Please let us know if we can provide you with any further assistance. ----------------------------------------------------------------------------------------------------------------------------------a Kindly find below updates Circuit TT Status Update Under Investigation

We appreciate your patience and understanding in this regard. Please let us know if we can provide you with any further assistance

----------------------------------------------------------------------------------------------------------------------------------Next day complaint. Please note as per the attached email, in which response has been made to you on Saturday as we were getting your link up at our end. Further if you are still getting this link to be down, we are launching a new TT i.e. MN-36286. We are getting it checked at our end and will revert back to you with findings shortly.

Important lines Quick response/ immediate Anticipating your swift response in this regard. In response to your reported issue Compresenive investigation

Key account manager to keep you abreast with further progress. Committed bandwidth Still down again checking Acknowledged! We are looking in to this; kindly allow us sometime for the same. We will update you further shortly Please note our team is deputed again, please allow us sometime. We will share the progress and findings shortly. Acknowledged. We are getting it checked by our operation team; further updates will be shared as received Acknowledged, We are investigating the root cause of reported outage. The findings will be shared with you shortly

We are investigating the root cause of reported outage. The findings will be shared with you in a whilst.

Acknowledged. We are getting it checked at our end; kindly allow us sometime for the same. We will update you further shortly Acknowledged. We are getting it checked by our field team; further updates will be shared as received Acknowledged! We are looking in to this; kin\dly allow us sometime for the same. We will update you further shortly.

Same Complaint with other client With respect to your preceding email, it is to update you that your query has already been entertained, for further updates and details kindly find the attached email loop. We appreciate your patience and understanding in this regard. Please let us know if we can provide you with any further assistance.

Field fwd

With reference to our preceding email, It is to update you that after basic troubleshoot your request has been forwarded to our field team for further action. We shall keep you posted the updates as received.

With respect to your preceding email, support would like to update you that we have forwarded your concerns to our relevant department and now are in constant coordination with them to fix that matter and as we get any positive achievement we will share with you accordingly.

With reference to preceding email kindly note that we have forwarded the complaint to our concern team to check the connectivity, further updates will be shared with you as received. With respect to your preceding email, support would like to update you that for reported issue we are in coordination with our operations department and the department is thoroughly investigating the case to bought up the clear picture of the issue

We have forwarded the complaint to our field support team to check the physical connectivity, further updates will be shared with you as received.

We shall keep you posted on the updates as received. Your patience and understanding will be highly appreciated. Kindly note that our field team is working on your complaint, further updates will be shared with you as received. Kindly note that our field team is working on your complaint, further updates will be shared with you as received.

Please be informed that our field operations team will reach your location within 30 minutes, Please allow Rizwan to access the location for further verification.

Field forward It is to update you that after performing troubleshooting and verifying the connectivity from our end we have forwarded the complaint to our field department to further investigate the matter.

We shall keep you posted on the updates as received.

Field forward It is to update you on your subject connectivity issue that we have forwarded the complaint to our field department to investigate the matter and find out the root cause. We shall keep you posted on the updates as received, any inconvenience is highly regretted.

As conversed, the fault has been identified yet not located, please allow us some time, our team is on the way. The distance from the focal point is 380meters, currently our team is engaged in locating the segment. ETTR for restoration is 12:00PM (PST). We request for your cooperation while our team is making tireless efforts to resume services.

Escalated to field again Kindly note we have once again escalated the issue to our field team to check the link physically, we will update you on the progress as received. En route Please note it is to further update you that our field engineer is en route to check the link physically and we are in strong follow up with them, further findings will be shared with you in next 25-30 minutes. We regret the inconvenience it may have caused.

Field is moving to node Kindly note that our team has been routed for your reported issue. They will first check node end for any potential fault then if required they will move towards your premises to check connectivity. Please be noted that at the moment our team is on the way for node to drill out the issue, here we would like to assure you that we are in constant coordination with our team and as we got any update will be share with you accordingly.

Again forwarded to field

Acknowledged. We are getting it checked by our field team. We will update you with the proceedings shortly. Acknowledged. We are getting it checked by our operation team, further updates will be shared as recieved

NOC forward / operation It is to update you on your reported issue that we have forwarded the complaint to our operation department to drill down issue We shall keep you posted on the updates as received, any inconvenience is highly regretted.

Done Kindly note that our operation team has confirmed that your request has been fulfilled. Please check and revert back if you need any further assistance in this regard.

OFC & ETTR Kindly note it is to update you on reported issue that after performing OTDR it has been diagnosed that link is affected due to OFC cut. Currently our transmission team is locating fault location. The ETTR provided is hours.

Kindly note it is to update you on reported issue that after performing OTDR it has been diagnosed that link is affected due to OFC cut. Currently our team is working to get the issue fixed, for which they have shared the ETTR with us which is 1400 PST. We shall keep you posted on the updates as received.

Kindly note that as per the recent from our field team the found the fiber cut due to excavation work by city government, our field team has started the restoration work and ETTR provided is 1615 hrs Your patience and understanding will be highly appreciated. We deeply regret the inconvenience it may have caused.

With reference to below email kindly note the ETTR provided by our field team is 1330 hours.

ETTR provided by the relevant team is 90 mins from nowonwards.

Delay in restoration / no ettr Please accept our earnestly apologies for below issue, as per our team they are still working on the issue, please be noted that condition on ground is not very favorable for our team which is the cause this extended delay. However now team has gain traction and the restoration procedure is in - progress stage. So far no ETTR has been provided. Any latest developments will be immediate conveyed. We regret the inconvenience this outage may have caused to your critical operations. Delay in restoration / delay / restore Please accept our earnestly apologies for this prolong issue ,as per our team they are still working on the issue , please be noted that condition on ground is not very favorable for our team which is the cause this extended delay. However now team have gain traction and the restoration procedure is in progress stage. So far no ETTR has been provided. Any latest developments will be immediate conveyed. We regret the inconvenience this outage may have caused to your critical operations. 0345-4019007

Our field team is aggressively working on your case to resume the connectivity as soon as possible, due to multiple OFC breakage your complain is going to be prolong, but Ill assure you that we will timely update you the progress.

Loop[ I am writing to update the loop Attached loop Kindly find the attached email loop for further details.

Incident detail It is to inform you that subject link has now been restored, please check and confirm if the issue persists. Please have a look at detailed incident report: Link | Circuit ID: Fault Occurred: Current Status: Allied Engineering (Isb-Internet) June 21, 2012 9:23 AM UP

Fault Cleared: June 21, 2012 11:22 AM RFO: Chassis Faulty at node end P.S You are requested to kindly acknowledge, as the complaint will be considered resolved after 2 hours. Thanks for your cooperation and understanding.

*********************************************************************************** Client port down CP UP Kindly note we are observing link to be up and properly operational at our end, though we are monitoring CE interface to be down, either Ethernet port is loose or not connected at branch end. Kindly investigate and feel free to contact us if you require any further information or assistance.

Client port down Raisecom switch is up but we are observing Client port (Port # 01) to be down. Kindly coordinate at branch end to get it fixed. Client port is down Please be noted that our device is showing up but the Ethernet port is getting up /down, kindly check this matter at branch end in this regards.

*********************************************************************************** No issue:

With reference to preceding email please be Please be informed that as per our NMS link is up and proper utilization has also been observed in link. Graph is also pasted below for your ready reference. You are requested to kindly check at your end and in case if you need any further assistance feel free to contact us. . It is there for requested to you to kindly check the issue internally and let us know if you need any further assistance. kindly check the below mentioned CP graph for reference.

2566

With respect to your preceding email, support would like to update you that for reported issue we are in coordination with our operations department and the department is thoroughly investigating the case to bought up the clear picture of the issue. As previously we had observed no issue at our end which could be the reason of the reported case, therefore by this time we are performing investigation segment and step wise to drill out that matter permanently. We are expecting your patience and understanding in such aspects. *********************************************************************************** Please be informed that our operation team has thoroughly investigated your preceding concern but we are unable to duplicate any anomaly at our end. Furthermore we have notified our core operations team to keep the link under vigilant observation to avoid any disruption in connectivity and you are also requested to kindly revert back to us immediately in case if you face any glitches in link for early action. Please let us know if we can provide you with any further assistance. ***********************************************************************************

Kindly note that our operation team has confirmed that apparently no discrepancy was observed in the initial trouble shoot and verification process

With reference to our preceding email regarding your subject connectivity issue, it is to update you that after thorough investigation we are unable to duplicate the issue at our end. The link is properly sync on our Network Monitoring Systems (NMS) and MAC address is also being learnt ().You are requested to kindly check at your end and revert back to us if you need any further assistance. Your cooperation and understanding will be highly appreciated. If you require any further information, feel free to contact us. No issue/ automatically

We have been waiting for the POC form your side. However we have been monitoring the link to be up since 0400 Hours in the morning. Kindly be informed that no activity has been performed and link has come up automatically. Exceed/Drops/Latency/delays/losses no issue/ allotted

Kindly note that after investigating your reported issue at our end, our operation team has confirmed that apparently no discrepancy and packet losses has been observed in the link . Ping responses are pasted below for your ready reference. You are requested to kindly check the issue with you internal network and revert back to us if you need any further assistance.

Node issue I am writing to inform you that we have some technical issue at our node end, as a result of which you are facing service outage. Please note that our field team has been en route to investigate the matter and restore the link as early as possible.

Rest assured that our field team has been en route to investigate the matter and restore the link as early as possible. Your complaint has been logged under the ticket number MN- (TT is also attached). We understand this is a serious issue and apologize for this service interruption. We are working hard to restore your service. *************************************************************************************

Query to other department With reference to your preceding email it is to update you that your request has been forwarded to our relevant department for further action and resolution. They will contact you in business hours and do the needful. Our company has always valued its association with its customers and hence in case you have any other feedback about our services, feel free to contact us at 111-247-000. We look forward to continue our valued association with you. Raising your concern Thanks for raising your concern, please let me process this to our operations team to further validate

Other dep Thanks to raised your voice, it is to inform you that weve escalated this serious matter internally to the higher ups and theyre aggressively working on this. Hopefully as soon as this matter will be concluded. We really apologies for the inconvenience you faced and appreciate your patience and understanding.

*************************************************************************************

Operation Forward/ NOC With reference to your preceding email it is to update you that your request has been forwarded to our operation department for further action and resolution, further updates will be shared with you as received. Our company has always valued its association with its customers and hence in case you have any other feedback about our services, feels free to contact us at 111-247-000. We look forward to continue our valued association with you. ************************************************************************************* It is to inform you that your MRTG request has been forwarded to our operations department for further action and resolution. Please be noted that It generally takes around 24 Hours for our operations team to solve MRTG query. We will provide you with the details as soon as we get response from our team. Our company has always valued its association with its customers and hence in case you have any other feedback about our services, feel free to contact us at 111-247-000. We look forward to continue our valued association with you.

******************************************************************************* Feedback by client Many thanks to you for your positive feedback as our aim is to deliver uncompromised and uninterrupted services to our valuable customers. Many thanks to you for sharing your positive feedback with us. Please be inform that we are closing your complaint on your positive remarks. Reminder to client With reference to our last email, please note I am sending this email as a reminder that your kind response is awaited. Feedback required as link is up/close remarks Kindly confirm the current status of the link as we are getting this link to be operational and complain will be closed shortly. Kindly revert back if issue persists. we will keep the case open for another 72hrs till users affirmative feedback is attained.

Feedback/ Response Please share your feedback with us related to preceding concern to conclude the complaint. With reference to preceding concern, I would like to inquire your feedback. It would assist us if any further actions are required.

Kindly provide us your current feedback over connectivity as closing remarks for the complaint.

Feedback/Closing complaint As per our telecom you have confirmed that your issue has been resolved and currently you are observing link to be working fine. Please be inform that we are closing your complaint on your positive remarks. Our company has always valued its association with its customers and hence in case you have any other feedback about our services, feels free to contact us at 111-247-000. We look forward to continue our valued association with you.

**********************************************************************************

Power Issue You are requested to kindly check and confirm link performance after resolving the power issue at branch end ********************************************************************************** Law and order situation Rest assured our team will resume work as soon as situation gets feasible. Rain & Force Majeure As per updates from team, due to rain in LHR city, mobility of our team has been affected which might delay the restoration of work to a certain extent (Force Majeure). We will further keep you update on the issue.

Circuit not locating Thank you for contacting Multinet and using our services. It is requested We are unable to find mention circuit kindly provide us more details (IP, Client ID) to locate the circuit in our database and log the complaint, also provide Point of contact (POC) at branch end to be coordinated for troubleshooting. Should you need any further assistance feels free to contact us at 111-247-000. We are unable to find mention circuit kindly provide us more details (IP, Client ID)

We are unable to locate circuit in our Database please provide IP to locate it.

************************************************************************************* POC confirmed power issue Kindly note our support coordinated at branch end and it was communicated by provided POC that currently there is power issue as a result of which all network equipments are off, you are requested to kindly check and confirm link performance after resolving the power issue at branch end. Thanks for your cooperation and understanding.

Kindly confirm device and power status at branch end. ********************************************************************************** No issue with power at branch It is to inform you regarding your reported connectivity issue that we are monitoring link to be up and properly operational. Please check for power status at your end in case the issue persists, kindly note no troubleshooting has been performed from our end on said link. ********************************************************************************** Circuit blocked by billing With reference to your preceding email it is to inform you that your circuit has been blocked by our billing department since 08/25/2011 and hence you are requested to kindly coordinate with them for further information and assistance.

Email blocked As per your conversation with our support engineer Mr. Uman it has been conveyed that as per provided trace result it is evident that emails are being blocked at your own gateway and no issue has

been observed at our end regarding the same. It is therefore requested to investigate the issue at your end and feel free to revert back in case any further assistance is required. **********************************************************************************

Acknowledgement With reference to your below request I am writing this email as an acknowledgment. Our company has always valued its association with its customers, if you require any further information or assistance, feels free to contact us at 111-247-000. ********************************************************************************** Details are enclosed further updates and details kindly find the attached email loop. ********************************************************************************** POC required Please note we are trying to contact the branch Mr. Masood (0300-6700186) for troubleshooting, but we are not getting any response. You are requested to kindly share an alternative POC. ********************************************************************************** Link working properly It is to inform you that subjected link has now been restored, please check and confirm if the issue persists. ********************************************************************************** ********************************************************************************** P2P testing Kindly be informed that our engineer is on the way and will reach branch in next 30 minutes to conduct P2P testing. Kindly note we are aligning our engineer at NTO end, kindly share the credentials of your staff also confirm time of testing.

Testing It is mention in preceding loop that Mr. Rizwan is at your branch and testing in underway. ********************************************************************************** Weather situation Kindly find the attached snaps that reflects the current weather situation in LHR City. Our team is making all possible efforts to restore the link ASAP. We will keep you updated on it. PS: It is to update you that currently the weather in Lahore region is not favorable which is going to effect the mobility of our field team and hence the restoration process is expected to get delayed.

********************************************************************************** Juma prayer It is requested that after Juma Prayer With reference to preceding email you are requested to please arrange access permission so that field team can check the link physically at branch end. CP down With reference to our preceding email regarding your subject connectivity issue, it is to update you that after thorough investigation we are observing link to be up at our end But we found CP device down. You are requested to kindly check and confirm link performance after resolving media issue. Your cooperation and understanding will be highly appreciated. If you require any further information, feel free to contact us. ********************************************************************************** Filtering on email With reference to your below query kindly note we do not have any filtering on To and From fields, please check with your other provider. ********************************************************************************** Issue in core connectivity With deep t it is to update you that currently we have some issues in our core connectivity for which our field teams are engaged at the moment also due to unfavorable weather conditions in Lahore region our teams are not able to work swiftly, rest assured your complaint will be entertained on high priority as soon as the engineers are relieved from running issues. We will keep the loop posted on developments as received.

With deep regret it is to update you that currently we have some issues in our core connectivity for which our field teams are engaged at the moment. Rest assured your complaint will be entertained on high priority as soon as the engineers are relieved from running issues. We will keep the loop posted on developments as received. Thanks for your cooperation in this regard. **********************************************************************************

********************************************************************************** Response still awaited Kindly confirm the current status of the link as we are getting this link to be operational and complain will be closed at our end shortly.

Your response will be awaited. ********************************************************************************** Restoration in final phase Please be noted as per updates from the field team that currently restoration of the services is in splicing phase and hopefully it will finalized within 20 mins. As the services resumes we will inform you detail report. Thanks for the cooperation.

********************************************************************************** Link will be restored late night With reference to our previous correspondence regarding the mention issue. It is to inform you that due to hurdles faces by the team, mention link will be restored late night. I am afraid that I cannot provide you any ETTR at this moment of time rest assured our team is making all the possible efforts to resume services as soon as possible

It is to inform you that due to hurdles faces by the team, restoration might get a little delayed. Please note the new ETTR provided by our field team is 1830 hours. Rest assured our team is working hard to resume services as early as possible.

Thanks for the cooperation in this regards. ********************************************************************************** Band width testing With reference to your reported issue kindly note our engineer Mr. Rehan will visit your premises for bandwidth testing at 1400 hours, further findings will be shared with you accordingly. **********************************************************************************

Not able to contact you We are having difficulty establishing communication with you. We are not getting any response from your landline number and we have dropped ansms as well. Please acknowledge if you receive this email at the earliest possible. We again tried at branch but didnt get picked up. ********************************************************************************** Power status

Kindly always confirm power/ device status at branch before forwarding the complain to save time and avoid inconvenience. ********************************************************************************** Feedback/response We are waiting for your kind response for further proceedings. ********************************************************************************** MRTG We have escalated the case to our operations department to create the User ID and password for MRTG graph.

0321-9274360 Please note the details of MRTG for your data link is mentioned below, Unisys Pakistan (Pvt) Ltd URL http://dslclients.multi.net.pk UID: PASSWORD: metro_2856 metro_2856

Our company has always valued its association withg its customers and hence in case you have any other feedback about our services, feel free to contact us at 111-247-000. We look forward to continue our valued association with you. ********************************************************************************** Security official not allowing to work With reference to your complain raised at Multinet regarding your connectivity issue it is to inform you that our field team visited the site and found the entire OFC path was stolen and now our team needs to lay new fiber to resume the connectivity but the Society officials are not allowing our transmission team to work over there. Rest assured our field coordinators and officials are trying every possibility to restore the link as early as possible. The negotiations are in process, we are positive to get the services up and running by tomorrow morning

I am writing to update loop that restoration work is not possible at the moment as City Government has stopped our field team to work at fault location and also apprehended them. Please be informed that our field coordinators and officials are in continuous negotiations to resume the restoration work. Rest assured our field team is are trying every possibility to restore the link as early as possible. Kindly consider it under force Majeure Situation.

We shall keep you posted on the updates as received.

**********************************************************************************

Higher Escalation Circuit Name: Issue logged at MPPL Issue escalated to Field Elapsed Time:

UBL (Azam Cloth, Lhr to Davis Rd, Lhr) 10/19/2011 9:27:00 AM 10/19/2011 11:38:53 AM 11 hours, 43 minutes

Last Updates: No issue found in media, team escalated to site but law enforcement agencies did not allow to visit the site in night. team will again visit by tomorrow morning.

********************************************************************************** Utilization graph / browsing It is to update you that after thorough investigation we are unable to duplicate the issue at our end. As per our Monitoring system link is working fine and proper utilization has been observed in the link. Graph is also pasted below for your ready reference. You are requested to kindly check at your end and in case if you need any further assistance feel free to contact us. ********************************************************************************** Check Current status Refer to preceding email please note as per our operation team issue has been resolved. You are requested to kindly check and confirm the current status of link. Response is awaited **********************************************************************************

Monitoring System I would like to inform you that as per our monitoring system we have observed your primary link PRAL(Internet) to be down however service are up via redundant path. You are requested to kindly confirm the current power status at your end to further investigate the issue. Your response is awaited.

as right now your link is in our vigilant monitoring Close complaint Your feedback is still awaited on the subjected issue. Kindly revert so that we can move towards the closure of this complain. As per telecon As per your telecom with our support engineer Mr. Umair, you informed him that you will arrange system for remote session and will provide us the further feedback. Please acknowledge us the same. Your kind response is awaited. Meanwhile if you need any kind of assistance feel free to contact us.

Current status of link/ You are requested to kindly confirm the current status of link. Your kind response is awaited. Meanwhile if you need any kind of assistance feel free to contact us. ALERT

Down I would like to inform you that as per our monitoring system we have received alert regarding your mentioned link to be down. You are requested to kindly check and confirm the current power and device status at your end to further investigate the issue. Alert is attached for your reference. Your response is awaited. Multinet Monitoring Team
Multinet Pakistan Private Limited An Axiata Group Subsidiary Address: 1D-203, Sector 30, Korangi Industrial Area, Karachi. Customer Support Helpline :111-247-000, Fax : +92 21 35113645 Email: support@multinet.com.pk URL: www.multi.net.pk

Self Escalation Client is intimated via email Acknowledged; Please be informed that complaint has been logged under ticket number MN-61066 and we have forwarded the complaint to our field support team to check the connectivity, further updates will be shared with you as received. UP

We are observing the link to be up at our end. Kindly be informed that no activity has been performed and link has come up by itself and also confirm if any activity is performed at your end for our record purpose. Alert has been attached for your ready reference. Multinet Monitoring Team
Multinet Pakistan Private Limited An Axiata Group Subsidiary Address: 1D-203, Sector 30, Korangi Industrial Area, Karachi. Customer Support Helpline :111-247-000, Fax : +92 21 35113645 Email: support@multinet.com.pk URL: www.multi.net.pk

Alert has been sent to client via email Thu 8/23/2012 10:24 AM and call Link is up by itself Thu 8/23/2012 11:09 AM. Intimation has been sent to client

Dear Mr. Waqqas, Thank you for contacting Multinet and using our services. It is to inform you that, your complaint has been received and logged under the ticket number as below. Circuit TT Update Forward to field.

VPL Limited (KhiMN-61221 Lhr) Panasian Group

We appreciate your patience and understanding in this regard. Please let us know if we can provide you with any further assistance. Please let us know if we can provide you with any further assistance.

Please be also noted that we are also trying to contact you at your cell number but We are having difficulty establishing communication with you. Your response is awaited. Feedback/response As conversed, please share your feedback related to our services after the resolution of preceding concern.

If you have any other questions about this, or need any further assistance, please do not hesitate to call or email us

Bandwidth Testing Below mentioned testing will be done by today. You are requested to kindly share us the time frame and please make sure Mr. Manzoor will be there during testing. Bandwidth Chocked/excess/exceeding utilization /browsing Please be noted that during investigation we have observed that as you are exceeding your allotted bandwidth limit which is 1 Mbps, thus you are facing bandwidth issue. Graph is pasted below for your ready reference. You are requested to kindly control your utilization limit and then check the link performance.

Please note that you were facing the reported issue due to excessive utilization in link, due to reason drops in the link has been observed. The utilizations is as per allotted policy now and we are observing link to be stable as per our NMS. Kindly check and confirm current link performance Bandwidth issue Please note that during investigation we have observed that you are facing the reported issue due to reason that your utilization is hitting the maximum bandwidth limit (01 Mbps), graph is pasted below for your ready reference. You are requested to kindly control your utilization limit and then check the link performance. CPE Rebooted With reference to preceding email please be noted that after thorough investigation we have observed following outages is faced due to CPE has been rebooted at your end for several times. Reset alerts are mentioned below for your ready reference.

Apology Firstly, let me apologize once again for the inconvenience that you have faced. Please accept our sincere apology for the delay in response

Customer: Link | Circuit ID: Fault Occurred: Current Status: Fault Cleared: RFO:

Bank Al Habib (Sargodha) 3250 December 02, 2011 9:33 AM Link Up December 02, 2011 12:47 PM OFC Cut

Reopen/ re initiate With respect to our previous email, we didnt receive any further response from your side so we are closing your complaint now, it will be reopened again, when you revert back to us With respect to our previous email, we didnt receive any further response from your side so we are closing your complaint now. It will be reopened again if you are still facing the same issue and revert back to us with required details for further drill down the issue.

Exchange Please be noted that at the moment our team is at exchange end to drill out the issue, here we would like to assure you that we are in constant coordination with our team and as we got any update will be share with you accordingly.

Smooth Wan/Proactive monitoring With reference to your preceding, its to keep up-to-date you that we are keeping your link under monitoring for the specified timings (0900-1300 Hours) as mentioned below to avoid any disruption in link. You are also requested to kindly revert back to us immediately if you face any glitches in link for early action. Please let us know if we can provide you with any further assistance._____

Please be informed that we have vigilantly monitored your link throughout the specified timings and unable to observed any ambiguity any issue. Please share your verdict to move towards the closure of complaint. Please let us know if we can provide you with any further assistance. __________________________________________________________________________ we are keeping your link under monitoring and you are also requested to kindly revert back to us immediately if you face any glitches in link for early action _______________________________________________________________________________ With reference to your preceding, its to keep up-to-date you that we are keeping your link under monitoring for the specified timings (1000-1200PST) to avoid any disruption in link. you are also requested to kindly revert back to us immediately if you face any glitches in link for early action. _______________________________________________________________________________

Our company has always valued its association with its customers and hence in case you have any other feedback about our services, feels free to contact us at 111-247-000. We look forward to continue our valued association with you. _______________________________________________________________________________ Please note that We have notified our core operations team to keep the link under vigilant observation and in case if any abnormality is seen in link, team will be routed immediately for early rectification. _______________________________________________________________________________ We will continue vigilantly monitoring your links to ensure incidence remains non-service effecting. We also request you to please provide confirmation/feedback based on your observation so we can positively conclude this matter.

Monitoring Many thanks for sharing your positive feedback with us. Furthermore We have notified our core operations team to keep the link under vigilant observation to avoid any disruption in connectivity and in the mean while we will inquire for your feedback on an interval of 24hrs for next two days to ensure the stability of link.

Recurring issue We are observing Re occurring Issues at Peco Road Badami Area in Lahore which is affecting below mentioned clients frequently.

Mac Flapping \ Alert Dear Valued Customer, It is to inform you that our operation department has received MAC flapping from your Systems Limited link, due to reason port has been shut down . You are requested to kindly check your internal network setting and if require any assistance from our side do let us know. Below are the logs pasted for your reference.

Looking for your usual cooperation. _____________________________________________________________________________________

It is to inform you that our operation department has received MAC flapping from your Fire Bolt 63 link, due to reason port has been shut down .You are requested to kindly check your internal network setting and if require any assistance from our side do let us know. Below are the logs pasted for your reference.

With reference to preceding email and my conversation with Mr. Faraz it is communicated that your port is currently un-shut and our NOC is keeping it under monitoring incase the issue persists it will autoturn to disable. You are requested to kindly take necessary actions to avoid such interruptions in future. Thanks by client Many thanks for your note of appreciation. We remain committed as always to serve our valued customers. ETTR Expired As per our latest coordination with our field team support would like to update you that circumstance is very precarious out there and we are utilizing all our efforts to fix the links up, and more would like to update you that the ETTR might got expired, please note that we are in constant coordination with our team in such regards, further the snapshots for of the effected OFC would be shared soon. Port Qaim Advisory Note: Dear Valued Customer, We have detected the redundant path serving Port Qasim Node unavailable on our Monitoring system, the case has been escalated to our field team to physically identify the fault and apply the required remedy. Please be noted that this event have no impact on your connectivity as services are up through the primary path. We shall keep you posted on the updates as received. We thank you for your patience and understanding in this regard. Multinet Technical Support Group

IP Listed/delisted/listed It is to inform you that you are facing the reported issue sue to reason that your IP was listed in SPAMHAUS. We have generated the delist request and it generally takes 48 to 72 hrs to release your IP. Further kindly be informed that these servers are continuously scanning and monitoring the listed IP after delisting, If they found any spam or viruses data again they will blacklist it.

Please let us know if we can provide you with any further assistance. Solve/close/ no response With respect to our previous email, we didnt receive any further updates from your side so consider this case as solved if you still facing an issue revert back to us so that the said complain will be reinitiated.

IP Listed/blacklisted/listed/ Dear Value Customer, With reference to preceding email please note that your IP pool got black listed at spam server due to reason that when spamming is generated from more than one IPs of same IP Pool then whole IP pool got listed in Spam server, same is happened with your case. kindly be informed that these servers are continuously scanning and monitoring the listed IPs after delisting, If they found any spam or viruses data again they will blacklist it, therefore you are requested to kindly take appropriate preventative measure in you internal network to avoid future occurrence of same nature of problem. Please let us know if we can provide you with any further assistance.

Dear Value Customer, It is to inform you that our operation department has inform us that spamming is generated from one of IP (125.209.127.157) due to reason we have blocked your IP at SMTP server. Logs are attached for your reference You are requested to kindly take appropriate preventative measure in you internal network to avoid occurrence of same nature of problem in future and inform us regarding action taken at your end for unblocking your IP at our end.

We are looking for your usual cooperation in this regard.

Alert/ Spam / Abuse Dear Valued Customer,

It is to inform you that our operation department has inform us that we are receiving alert of abuse report from one of the IP (125.209.83.122 ) assigned to you. So it is requested to you that kindly take appropriate steps (removing security holes, hacked services, spambot software or misused daemons) to mitigate the subjected issue to avoid any IP listing and blockage of SMTP port. Your cooperation in this regard will be appreciated. We thank you for your cooperation. The company is actively working to improve service levels and your feedback has proved to be invaluable In the meanwhile if you need any further assistance please feel free to contact our 24 / 7 online technical support team. SPAM It is to inform you that our operation department has inform us that spamming is generated from one of IP (125.209.108.186) through MPPL corp.multi.net.pk SMTP server. In order to avoid blacklisting of our CORP server we are removing customer IP from CORP server allowed list in approximately one hour. Log is attached for your reference. You are requested to kindly take appropriate preventative measure in you internal network and acknowledge us accordingly to avoid the SMTP services outage. Your prompt action in this regard will be highly appreciated. Please let us know if we can provide you with any further assistance.

Abuse Complaint Abuse report rec from client. Client has been informed

IVR : You are requested to kindly contact us on our IVR number at 111-247-000 for further proceedings. Losses from g/w Support engineer/ IVR/ Kindly note that our support engineer has tried to contact you but he is unable to be in touch with you. You are requested to kindly contact with our support engineer Mr. Uman (111021021 Ext: 2091, Direct : 021- 35113648/32) for further proceedings.

No update Thanks for voicing your concerns, please let me run a back ground check on to the current conditions and cooper media strength to make further commitment. I regret the inconvenience this service unavailability have caused.

Bandwidth issue Please note that after thorough investigation it has been observed that proper utilization has been observed on your link as per allotted bandwidth (01Mbps.) Our operation team has also verified that committed bandwidth policy is applied on your circuit/port. Graph is pasted below for your ready reference. Further if you are still facing the same issue then you are requested to please download the multiple sessions (2-3) from Microsoft Site on standalone system and share the logs with us for further drill down the issue. (if req). No response/ POC Our support engineer has tried to coordinate your for preceding concern but he is unable to reach you. You are requested to kindly provide alternative POC to be contacted for further proceedings. Waiting for your response.

Appology] I really apologize for the inconvenience caused due to these frequent power issues Delighted/ pleased / pleasure Many thanks to you for sharing your positive feedback with us and we will be delighted to serve you in case you need any assistance. Thanks for your cooperation and understanding.

Apology

Firstly please accept our earnestly apologies for the inconvenience you have faced during your critical operations.

First of all I really apologize for the inconvenience which you are facing due to frequent fiber cuts we highly regret the inconvenience Joint break splice -2km frm client end

Feedback / raise voice

Please take your time. We appreciate customer like yourself who voice their concerns instantly, I will stay in touch with you and will approach you myself to inquire for your feedback. Many thanks for your patience and understanding in this regard.

Termination With regarding your below query, please accept our sincere apology over service issues as you are one of our most prestige customer and we are really concern about your raised dis satisfaction level with MPPL, we are taking this matter very seriously and due to which we have escalated your case to our high ups and Mr. Kamran Mazhar (Manager Technical Support) tried to contact you on 092-21 3430287778 /Ext: 111, but unfortunately unable to get contact on it.

We would request you kindly provide us your reachable number so we can have telecon with you and deal the issue in detailed manner.

Anticipating for your kind response.

With regarding your below query; you are requested to please share any dissatisfaction level with MPPL as we are really we are really concern about voice and concern from prestigious clients like you to further improve our service levels. Please let us know if we can provide you with any further assistance.

Regret We highly regret the inconvenience and acknowledge the inconsistently and working on a permanent resolution. Frequent outage/ Node/ Regret With regarding your below query, please accept our sincere apology over service issues as you are one of our most prestige customer and we are really concern about your raised dis satisfaction level with MPPL. Kindly be informed that you have faced issue in connectivity due to some flaps has been observed at our node end. We have already escalated issue to our higher-ups and rest assured they are working to take permanent preventive measures to avoid recurrence of same problem again in future. We highly regret the inconvenience and acknowledge the inconsistently and working on a permanent resolution to provide you the seamless connectivity in future.

Regret / dis satisfy/ Apology Apologies for not delivering the task to your desired expectation, I have investigated the case along with our Service delivery team- the Primary and redundant cable has been spliced-further there were no other cables connecting to MPPL network. -----------------------------------------------------------------------------------------------------------------------------------Please accept our sincere apologies regarding the mention issue, I am personally looking into your matter and we are arranging an enduring solution for you. Again I apologize for this inconvenience may have caused to your business. -----------------------------------------------------------------------------------------------------------------------------------We clearly understand the importance of link stability at your core sites and have aligned our action accordingly to meet your expectation

Feedback format
Please provide us with your valuable feedback regarding preceding complaints while considering below requirements. MN-65658 MN-65755 MN-65757 MN-65795 MCB (Uni Tower) MCB (Gulshan-e-Maymar) MCB (Saudabad) MCB (Dharampura)

We would like to ensure you that Team Multinet is constantly working to provide its customers with fast, secure and reliable business connectivity solutions. If you have any further queries please feel free to contact us on our helpline at 111-247-000 or email us at support@multinet.com.pk.
(Note: Complaint will be considered solved if response not received within 24 hrs.)

Moreover, I would request you to share your positive feedback with us to ensure error free connectivity at present. Further, we have kept your link under observation for a week to check if any ambiguity or concern related to dis-connectivity or flap observes and if you come across to any of them do call me on my numbers provided undersigned. We would like to express our gratitude to our clients for their continued support and are dedicated to providing you with the best of services and ensure that your experience with Multinet will always remain an exceptional one. Appology Kindly accept our unconditional apologies over outage you have faced due to unavoidable maintenance activity. We understand our customers run mission critical applications that rely on

the Multinet network, and Team Multinet are devoted in providing you with fast, secure and reliable business connectivity solutions We would like to express our gratitude to our clients for their continued support and are dedicated to providing you with the best of services and ensure that your experience with Multinet will always remain an exceptional one.

Please accept our sincere apologies for this prolong issue. Rest assured that we are working to restore services as soon as possible. We understand your reliance on our service and are taking this problem very seriously. We would like to take this opportunity to thank you for your patience and understanding on this matter.

First, please accept our sincere apologies for all the inconvenience caused. We completely understand that your business is of risk aversive nature and the gravity of your reliance on our services

Team Multinet is taking preventive actions in advance to avoid services interupption in future. We apologize for inconvenience this plan may cause to your operations. However, our team will make sure to complete this task earlier then the stipulated time slot. Meanwhile if you need any further assistance please feel free to contact us at 111-247-000 or email us at support@multinet.com.pk for any additional assistance.

As conversed over call I am personally looking after your below raised concern and will get back to you with updates by tomorrow positively.
We regret the inconvenience being caused due to this service disruption, and apologize for the impact of the event on your business operations. There has been an unfortunate dual OFC cut on our core network, which has caused the service degradation/ disruption. MPPL team is working for the resolution of the issue and OFC splicing is currently being carried out for the restoration of services. Hopefully, the link shall be active within an hour. The NOC team will be sharing the updates shortly.

Thanks for writing to us. We are committed to getting things right first time and will strive to promote excellence by continually seeking to improve our service provided to you. We will seek to lead by example and will regularly review your link performance to identify where we can do things more efficiently and where we can provide a better & improved services.

I understand your notion of recent service commotions but tracking the history of complaints for about more than 3 months, performance is relatively satisfactory of mentioned link.
Appology

Kindly accept our unconditional apologies over hurdles faced from MPPL end and thanks for writing an email to us and sharing your distresses. As updated over call, I am personally look after your raised concerns and will revert back you a call by tomorrow with status. Further, if you need any assistance do call me on my numbers provided undersigned.

Dear Valued Customer, LINKdotNET Telecom Limited (LINKdotNET) has always strived best to be one step ahead of the market as it integrates technology, knowledge and people in a unique way that completely redefines the Internet. However, due to current market conditions, we regret to inform you that we will be discontinuing LINKdotNET consumer DSL service in your area. It is a business decision which we have taken after thorough deliberation and evaluation of all alternative options.In order to ensure your connectivity needs without any disruption, LINKdotNET has entered into an agreement with Pakistan Telecommunication Company Limited (PTCL), by virtue of which PTCL shall provide its DSL services to LINKdotNET customers in all such areas where LINKdotNET has discontinued its consumer DSL services. LINKdotNET shall provide you services up to 30th June, 2013. You will, in this regard, be contacted by PTCL in due course.PTCL is the countrys largest broadband service provider with customer base of over 1 Million subscribers. You will continue to enjoy seamless Internet experience, uninterrupted streaming, fastest downloading speeds, and unlimited downloads at the most economical rates without paying any upfront charges to PTCL.We once again thank you for showing your trust in our services and assure you to do our best for a smooth transition of your DSL services. If you have any questions or need further assistance, please feel free to call us at our round the clock helpline: 111 600 111. We will be available to answer any of your concerns and queries. For queries related to PTCL services, you may call at 1236. It has been a great honor and a privilege to serve you. We wish you continued success. Warm Regards,

Customer Care Team LINKdotNET

Firstly, please accept our sincere apologies for the delayed restoration. Though, we were in continuous follow-up with our teams since this case was reported to us but still the restoration took more than usual time due to the nature of fault. Initially, there was a cable cut observed at a distance of 100 meter from site which got restored on time. However, after restoration of fiber cut, link did not get up due to unstable power values, hence, each and every joint was tested segment wise to localize the problem but eventually, we had to shift this link on another core resulted in a delay in resolution. We really appreciate your patience and completely understand the criticality of this link and would like to ensure you that regardless of any on ground situation, our team will make all their efforts to meet our standard TAT in future.