Notes

Plan changes - 415728
Use this page to as a guide to change your customer's plan and educate them on the services, discounts and monthly price they should expect.
Before plan change
Before completing a plan change, review the account and look for the following items that may require special handling or prevent a plan change and advise the customer as described:
Feature change only: If your customer is only requesting a feature change on their existing plan, follow Feature changes instead.
Grandfathered plan or features: Tell your customer they will be unable to return to their grandfathered plan or keep any grandfathered features after this change and let them know about any current, comparable features if available.
Current discounts and credits: If the account has any active discounts (Such as MCSA/AVD, Business Family Discounts, or free add-a-lines), check if the new plan is compatible with these. Tell your customer which discounts will transfer and if any will be lost in the change.
Many discounts like AutoPay and most EIP bill credits will transfer to newer plans, but most free add-a-line offers will not.
To make sure a plan change is right for your customer, compare their current total MRC with any taxes to the new plan's MRC for the same number of lines they have.
If their new MRC would be equal or less than their current MRC, explain the cost savings and any added benefits such as unlimited data or included taxes.
If their new MRC would be higher than their current MRC, let your customer know the difference and help them decide if any added benefits make the switch right for them.
Tax inclusive migration: Plans with taxes and fees work differently than tax excluded plans and may require special action to migrate to. Review the special scenarios for tax inclusive migrations and tell your customer about any changes or incompatible plans and services.
Classic or legacy plans with a contract: When moving from Classic/Legacy to current Un-contract plans, a migration fee may apply. Tell your customer the migration fee cost, if any.
Voicemail inbox: Ask your customer if they have any voicemails in their inbox that may be lost during a plan change. Tell your customer how to protect and save voicemails they wish to keep.
Family Allowances setup: Customers with Family Allowance features will need to set up the service again after a plan change, so it's important for them to record their settings before adding the switch plans so their setup can be duplicated.
Additional line requested: If the customer would like to add another voice line to their account when changing their plan, special handling may be required. Special instructions for completing this change can be found for your channel under Change a plan (below).
Change a plan
Customer Service
Review the account as described under Before plan change (above).
If your customer received a text message that their tax inclusive plan migration was unsuccessful, review the CSM memo code VCAR left by the Offline Team to identify why the migration was unsuccessful and use special scenarios for tax inclusive migrations to resolve them.
Recap the changes that will be made to their account, including any features or discounts gained or lost and explain how this will affect their monthly recurring charge.
Business Care only: If backdating will cause the customer to incur overages and they still want to backdate, read the following script and copy/paste it and their response to your memos: "By agreeing to backdate your rate plan, you will incur overage charges during the current billing period. You will remain responsible for the overage charges and will not be given an adjustment by T-Mobile. Do you still want to backdate your rate plan?"
Complete the plan change in QuikView or Samson and backdate or future date the account according to the following:
Bill Current, plan change only: The plan change must be future dated to the start of the next billing cycle. The system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive Migration" screen before continuing.
Bill Arrears, plan change only: The plan change must be backdated to the start of the current billing cycle.
Bill Current or Bill Arrears, plan change with voice add-a-line: Complete the plan change to a pooling plan and backdate to the start of the current billing cycle, then access TOM and follow the normal Add-a-line flow.
Set a follow-up for 3 days after customer’s close date.
Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not apply for AutoPay, or other bill credits.
Tell your customer about the effective date for their new MRC, when taxes and fees will be included (if migrating to tax inclusive) and when any discounts will begin based on billing type:
Bill Current or Bill Arrears, future dated change:
Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your first bill on the new plan.
Tax inclusive migrations: Will see taxes and fees included on your first bill on the new plan.
Bill arrears, backdated change:
Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your next bill.
Tax inclusive migrations: Will see taxes and fees included on your next bill.
Bill Current, backdated change:
Will see a credit on the next bill for the previous rate plan charges already paid for in the current bill cycle.
Will see a charge on next bill for the new rate plan charges selected today for the current bill cycle.
Will see monthly recurring charges on next bill for the new rate plan for the next bill cycle.
Any recurring discount will not be applied for the month where the backdated change was made. This would include the AutoPay discount.
Advise the customer to pay the current balance by the due date and look for any adjustments to be reflected on next month's bill. If the reason for the backdate is the result of T-Mobile error and the customer states they are unable or unwilling to pay the higher (incorrect) amount, refer to Hold collection treatment.
Memo the account as normal, making special note of any discounts or services lost during migration and any advisements provided to the customer.
Retail
Review the account as described under Before plan change (above).
If your customer received a text message that their tax inclusive plan migration was unsuccessful, review the CSM memo code VCAR left by the Offline Team to identify why the migration was unsuccessful and use special scenarios for tax inclusive migrations to resolve them.
Recap the changes that will be made to their account, including any features or discounts gained or lost and explain how this will affect their monthly recurring charge.
Complete the plan change in QuikView and backdate or future date the account according to the following:
Bill Current, plan change only: The plan change must be future dated to the start of the next billing cycle. The system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive Migration" screen before continuing.
Bill Arrears, plan change only: The plan change must be backdated to the start of the current billing cycle.
Bill Current or Bill Arrears, plan change with voice add-a-line: Complete the plan change to a pooling plan and backdate to the start of the current billing cycle, then access Watson and follow the normal Add-a-line flow.
Call the RSL IVR and Select Option 0 for Care (reference C2 DOC-415728):
RSL Steps
Set a follow-up for 3 days after customer’s close date.
Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not apply for AutoPay, or other bill credits.
Tell your customer about the effective date for their new MRC, when taxes and fees will be included (if migrating to tax inclusive) and when any discounts will begin based on billing and plan change type:
Bill Current or Bill Arrears, future dated change:
Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your first bill on the new plan.
Tax inclusive migrations: Will see taxes and fees included on your first bill on the new plan.
Bill Current or Bill Arrears, Mobile Internet add-a-line: Complete the plan change to a pooling plan and backdate to the start of the current billing cycle, then access Watson and follow the normal Add-a-line flow.
Call the RSL IVR and Select Option 0 for Care (reference C2 DOC-415728):
RSL Steps
Set a follow-up for 3 days after customer’s close date.
Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not apply for AutoPay, or other bill credits.
Bill arrears, backdated change:
Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your next bill.
Tax inclusive migrations: Will see taxes and fees included on your next bill.
Bill Current, backdated change:
Will see a credit on the next bill for the previous rate plan charges already paid for in the current bill cycle.
Will see a charge on next bill for the new rate plan charges selected today for the current bill cycle.
Will see monthly recurring charges on next bill for the new rate plan for the next bill cycle.
Any recurring discount will not be applied for the month where the backdated change was made. This would include the AutoPay discount.
Advise the customer to pay the current balance by the due date and look for any adjustments to be reflected on next month's bill. If the reason for the backdate is the result of T-Mobile error and the customer states they are unable or unwilling to pay the higher (incorrect) amount, refer to Hold collection treatment.
Memo the account as normal, making special note of any discounts or services lost during migration.
Offline Team: Tax inclusive migrations
Review the account for special scenarios for tax inclusive migrations that require customer contact prior to migration. If any are present:
Use Genesys, disposition “Unable to Complete” to trigger a text to the customer.
Place the following CSM memo using code VCAR in the account. "The customer has been sent a text message notifying them that their pre-registration migration to ONE with taxes and fees included was unable to be completed due to (select one) {PHP change provider change; subscriber suspended for Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines; line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with resolving the issue upon return call to Customer Care. See DOC-429358."
Verify the account has a memo confirming the migration request. If no memo exists, do not complete migration.
Complete the account migration using Migrations to taxes & fees included plans: Samson and backdate or future date the account according to the following:
Bill Current customers: The plan change must be future dated to the start of the next billing cycle. The system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive Migration" screen before continuing.
Bill Arrears customers: The plan change must be backdated to the start of the current billing cycle.
If any account issues occur that prevent migration, review Special Scenarios (below) for the issue or error message.
Resolve account errors using Special Scenarios > Error messages (below).
If any account issues occur that prevent migration:
Use Genesys, disposition “Unable to Complete” to trigger a text to the customer.
Place the following CSM memo using code VCAR in the account. "The customer has been sent a text message notifying them that their pre-registration migration to ONE with taxes and fees included was unable to be completed due to (select one) {PHP change provider change; subscriber suspended for Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines; line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with resolving the issue upon return call to Customer Care. See DOC-429358."
Place the following CSM memo using code VCAR in the account. "The customer’s pre-registration migration has been completed and account has been migrated to T-Mobile ONE with Taxes & Fees included."

415125
420063

sim fraud adv cx to use sim pin
425008
https://c2.t-mobile.com/docs/DOC-425008

AutoPay - 415745
419784
415213
419999

TEX can send email to sales rep instructing them to ask approval from their manager. sales rep can
2) 135 line cost

3050

Business Family Discounts - 422626
Backdate/future date/same day changes - 415794

422732


rate plan change in samson
agrrement>copy code> double click current plan>paste new cod>effective date(one month ahead)>notes: changed rate plan> press OK


http://notes.io/bbqk