Notes

Add-on request support: Business Care 421162
Add-on request support: Business Care

Latest page updates
March 29, 2018: Added exception for Federal Government accounts under Existing business (MCSA / non-MCSA) > Speaking with the customer and they have a device and SIM > New activation.
March 27, 2018: Added where to refer Gov Sales to for activation requests under Existing business (MCSA / non-MCSA) > Speaking with a member of the T-Mobile for Business Direct Sales team.
November 30, 2017: Added a new section titled Override needed.
Use these steps to handle business add-on requests.
On this page:
Account review requests prior to override request submission
Existing business (MCSA / non-MCSA)
Existing individual non-MCSA customers
Override needed
Account review requests prior to override request submission
T-Mobile for Business Direct may ask to have an account reviewed before they send an override request to the Portfolio Credit Risk Team.
Provide the following information:
Account status (active, suspended, etc.)
Start service date
Total lines on the account (Total number of active, suspended, and canceled lines on the BAN)
Payment history (Have they paid their balance in full each month? Are the currently past due? How much?)
Has the customer had any involuntary suspends in the last six months?
Date the last override was processed
Do not advise if the account is a high, medium, or low risk.
Existing business (MCSA / non-MCSA)
Speaking with a member of the T-Mobile for Business Direct Sales team
All activation requests need to be submitted via Salesforce.
Refer Sales to Activations & fulfillment: TFB Direct if they have additional questions.
For Government Sales, refer them to Government new orders & SIM only orders: TFB Direct.
If a T-Mobile for Business Direct Sales Representative is calling because the customer received an order inactive, follow the received equipment inactive process below. You may activate for the T-Mobile for Business Direct Sales Representative if you can validate the order via BOSS or T-Star.
Speaking with the customer and they have a device and SIM
Confirm with the customer that you have assisted them with any non-activation related issues.
Determine if the customer is looking for a new activation or if they received equipment that is inactive.
Follow the steps below based on what you determined in step 2.
New activation
Verify the account is active and the credit class qualifies for an additional line.
Tentative, involuntarily suspended, and canceled BANs don't qualify for add a line via Business Care.
Exception: Federal Government accounts must activate all lines via Feeney. See: Federal Government accounts: Government TEX
Query the SIM to see if it can be activated.
Proceed following the subscriber activation process. Use the house dealer code (0000002) to activate if they aren't on a node.
If attached to a node, use the Business & Governments Contracts Database to determine the dealer code for activation.
Exception: For an account notated as an Inside Sales account, transfer to the Inside Sales representative to activate. The number is noted in the account.
Onboard the customer.
Received equipment inactive
If the customer placed an order through Business Direct or T-Mobile for Business Direct Sales and it was received before activation, validate an order was submitted in T-Star or BOSS.
Use the details in the Order Cart to proceed. This activation type can occur on tentative, suspended, or canceled BANs as it was approved via the sales process.
To complete the activation, follow the subscriber activation process. If the line is in Samson, follow the process to modify the activation date to today's date.
If an order isn't found, follow the new activation process above.
Speaking with the customer and they need a device and SIM (EIP order)
Based upon the customer's preference, refer the customer to Retail, a sales representative, or Business Direct.
To find a store, see Store locator.
To find a sales representative, see Find a sales representative: Business Care .
To contact Business Direct, see 1-800 TMOBILE, Telesales, and Web & TOM Order Support.
Existing individual non-MCSA customers
Speaking with a member of the T-Mobile for Business Direct Sales team
Confirm with the customer that you have assisted them with any non-activation related issues.
Cold transfer to Activations.
Speaking with the customer and they have a device and SIM
Cold transfer to Activations.
Speaking with the customer and they need a device and SIM
Confirm with the customer they don't have other non-activation related issues that would need to be handled by Business Care.
Cold transfer to Consumer Direct .
Override needed
If you're attempting to add a line and you receive a message that an override is needed, the account needs to be reviewed by Underwriting.
If you are speaking with a member of Sales, refer them to Salesforce for the override. See: Credit Underwriting: TFB Direct & Retail
If you are speaking with the customer, refer them to their sales representative to obtain approval for additional activations.

Add-on request support: Business Care 421162
Credit classes for businesses 415436
business credit support: business direct
add a line for BYOD & BYOS customers: Samson 420228
business account line limit override approval 415259

Add-on request support: Business Care 421162
Credit classes for businesses 415436
business credit support: business direct
add a line for BYOD & BYOS customers: Samson 420228
business account line limit override approval 415259