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Escalation Procedure

CUSTOMER SERVICE HOTLINE: +233 235 1037 98

In order to server you better, we have in place an “Escalation Procedure” which is designed to simplify your communication with us and fasten resolution of your issues.

STEP I

For technical issues, call our customer service desk on +233 235 1037 98 for immediate assistance.

Report the problem by providing the NAME on the contract and the NATURE of your incident. Consider providing your TICKET ID/CUSTOMER ID to allow for faster trouble shooting. You can also email to support @ discoverytelghana.net with the requisite information to obtain immediate help.

Point to remember

  • Ensure you get a TROUBLE TICKET NUMBER as this confirms your problem has been lodged into our system.
  • Our support team will give you an initial response within 4minutes of reporting the incidence.
  • You will also receive subsequent update with 2 hours of reporting the issue.

In the event that the issue has not been sorted within the stipulated time, action step II as detailed below:

STEP II

Failure to get a resolution within 30Min, please escalate the problem as shown below

ESCALATION LEVEL POINT OF CONTACT HOTLINE
1st Escalation Team Leader on duty 0302 762846
2nd Escalation Francis Boaten 0307030536

For Accounting/ Billing Issues, call 0302 762846

ESCALATION LEVEL POINT OF CONTACT HOTLINE
1st Escalation Team Leader on duty +233 235 1037 98
2nd Escalation Nii 0289105629  

For non-technical issues, please contact our Account Management desk 0235103798

DiscoveryTel reiterates our commitment to providing you with excellent service.

Accra Office. P.O.Box CT3591, Cantoment Accra. Tel: +233 235 1037 98

Website: www.dtg.com.gh

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