Notes

1) Why are you here? To earn money to make a living.
2) What do you need to be successful? I need to be resourceful to be successful
3) What do you need from your peers? I need their support and expertise.
4) Why is it important to use C@ & other resources every single day? Because there are updates to policies every day. We would not want to provide customers incorrect and inadequate information.

Did we provide?

Experience
Resolution

US Phone numbers
9515628452
Area Code + seven totally random numbers
List of different Area codes By market
https://c2.t-mobile.com/docs/DOC-421012

2016733644
change number to a texas number
01
Number Groups (NGP) by state in Accounts - 421012
2019203443

415589
sim card policies

introduce oneself
1) Assurance
2) Probe
3) Acknowledge
4) verbal/visual audit
5) confirm resolution
6) Recap
7) don't call back statement

423252 Sim change samson
415125 - sim replacement
415037 - sim replacement guidelines
415136 - sim card models
414987 - Voicemail messages: protect & save in Plans & Services

415136 SIM card models in Devices

I just upgraded to the new iphone and I need to activate myu sim card
1) assume the ff in this scenario:
the AU is calling from their current phone, not the device they are activation today
the AU has verified the account with their password
They are alble to read you the sim card number from the sticker on the outside og the box the phone came in
Note: ICCID on it
the sim card is already inserted in the new device


Tap “Settings.” Tap “General.” Tap “About.” The entry titled ICCID is your SIM card number.


2) Write a statementyou could use in your signature response to share your customer's excitement about getting the new iphone.
Congratulations on getting your new iphone. I am more than happy to activate your new sim card.

Could you please tell me the sim card number which is showing on the box of the phone?
3) the scenation will be complete

Scenarion 2) I have been having issues with droppped calls and the tech rep i worked with sent me a replacement sim card for troubleshooting. I guess i need to activate it.
I am sorry to hear that you were having dropped calls but I am more than happy to activate the replacement sim card for you.
scenarion 3) my phone was stolen a few days ago. I got a new one and need to activate it.
AU is calling from a friend's phone
au verified account
the customer has new sim card in hand and is ready to read the sim number to you
2) using the sim replacement policy in c2, what response options fo we have for this customer?
3)

I'm sorry to hear that your phone was stolen. but I am more than happy to activate

for phone tracking doc-423990
if phone was lost or stolen

https://grandcentral.t-mobile.com/

Mobile number change support

Latest page updates
March 6: Clarified that Coaches will handle the Solution Center steps when outside of the Solution center HOOP for Wrong number changed.
March 5: Added Wrong number changed steps.
December 13:Clarified verification for mobile number change.
September 13: If customers do not have a valid payment method, refer them to a T-Mobile store to complete payment and mobile number change.
July 3: These steps and guidelines apply to DIGITS.
Use these steps to support change of mobile number/ DIGITS.
On this page:
Change a mobile number
Requests for a local number
Dispute processing fee (mobile number change)
Wrong number changed
Change a mobile number
First, review the account
After verifying the Billing Responsible Party or Authorized User, ask which mobile number they wish to change. Coverage devices must be moved to a new subscriber before changing the mobile number.
Check if the customer is eligible for the $15 fee waiver.
Things to tell your customers
Tell the customer that the fee for mobile number change plus taxes are due today, unless the change is future dated. If customers do not have a valid payment method, refer them to a T-Mobile store to complete payment and mobile number change.
Explain to the customer they will receive a receipt via email or text message to the primary account holder (PAH) for the payment made.
Tell your customers the following based on their scenario(s):
All customers
Unless eligible for a fee waiver, number changes generate a $15 processing fee plus tax (including SCNC/NCC). You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on. Mobile number changes are completed within 2 to 4 hours. Your voicemail box will be deleted and all old messages will be lost, so make sure to save voicemails you wish to keep. You must set up your voicemail greeting and password again. The voicemail password will be reset to the last four digits of the new phone number. You may lose grandfathered rate plans or features and previously purchased CallerTunes. CallerTunes cannot be resent or refunded. After completing a mobile number change, rate plan changes cannot be backdated to the previous bill cycle. If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number. Call records for the old phone number will no longer be available on My T-Mobile. Wait 72 hours after the mobile number change before accessing My T-Mobile with the new number.
Customers submitting ETF reimbursement
If you submitted an ETF reimbursement, wait to change your mobile number until the reimbursement posts to your account.
Customers changing primary subscriber's number on multi-line account
We're changing the number on your primary line, which is the line that receives important text message alerts about the account. Once the mobile number is changed, the next oldest line on your account will become the primary line. Would you like to keep the current primary line? If customer wishes keep current primary line, change primary subscriber (PAH primary indicator) after completing number change.
Bridge to Value (accounts with reduced MRC on data features)
After this mobile number change, you will still receive your data feature discount, however, your bill will show the cost as prorated for both the old and new numbers.
Finally, change the mobile number
Confirm customer isn't calling from the mobile number being changed. If so, try to continue on a landline or different mobile number, as the call may drop as the number change takes place.
Change the mobile number in QuikView or Samson.
Share the new mobile number with the customer and let them know it's available to view on My T-Mobile. Caller ID may take up to 72 hours to update.
For primary subscriber number changes, make sure the primary line is set correctly.
For number changes on a POP or PA, make sure POP/PA didn't close. If closed, reset POP with same terms or transfer to Financial Care to reset a PA.
Memo the reason for the number change and that all number change disclosures have been read to the customer.
Requests for a local number
Use the Mobile Number Query Tool to check available local numbers for customers' city and state.
If a number is available for the customer's location...
Assist in changing their mobile number.
If Grand Central shows address in T-Mobile coverage...
From Outlook, select Tools > Forms > Choose Forms > Organizational Forms > Library > Local Number Requests Form. (Service Partners: Coaches can send info to [email protected]. For Windows 7, select New Items > More Items > Choose Form > Local Number Requests Form.
Complete all mandatory fields and submit the form.
Inform that we can't guarantee a local number will be available; if available, we'll follow up to update their account.
Wait for your Coach to receive a response from the Local Number Request Form within a week.
If Grand Central shows address not in T-Mobile coverage...
Let the customer know: We are consistently working to grow our coverage and availability of local numbers within our coverage areas. Though we don't currently market our services in your area, we may in the future.
Dispute processing fee (mobile number change)
Check if eligible for $15 fee waiver. If not, contact Coach or Senior Rep for approval (employees are ineligible).
If approved for a fee waiver, complete the mobile number change using option PR for procedural request.
If fee waiver required coach or senior rep approval, note the account with their first name and last initial.
Let the customer know that this is a one-time waiver.
Wrong number changed
Coaches will handle the Solution Center steps when outside of the Solution center HOOP.
Confirm there was a recent MSISDN change on the account.
Transfer to your local Solution Center.
Solution Center Specialist only, follow these steps:
Complete a SIM/MSISDN Reuse form in Remedy.
Call the NTC Casework team.
Do not transfer the customer. Casework will work the request real-time.
NTC Casework: Work the request using the Resource Management/CTN tool.
Follow up with the customer after you get confirmation from NTC Solution Casework to ensure resolution, and handle any additional account maintenance


SIM replacement guidelines
415793

a close date is the last day of bill cycle. It cannot be manually selected. it is automatically assigned at activation
415656
Latest page updates

February 28: Updated price for SIM cards to $25. This price change starts on March 1.




Use this page to understand guidelines for purchasing, replacing, or reusing SIM cards.



On this page:

•When to change a SIM card
•Cost of replacement
•Cutting SIM cards
•Handling inventory
•When to request SIM reuse



When to change a SIM card
•Upgrading to a different device that requires a different SIM card.◦Some devices require different sizes of SIM cards.
◦Some devices require a certain SIM technology to use specific services like Wi-Fi Calling.

•Returning a device with an embedded SIM card.◦If a new device is selected the mobile number can be moved to a new SIM card.
◦If no new device is selected the line should be canceled.
◦If neither action is taken T-Mobile may cancel the associated line after 14 days and deactivate the returned embedded SIM card.

•Old SIM card is affected by SIM Card Exhaustion, which happens when the SIM card is more than 2 years old and cannot connect to the network
•Old SIM card is lost, stolen, or damaged.
•Completing a Market Transfers.


Do not change a SIM card for any of the following reasons:

•New activation. All new lines of service come with the SIM card already activated.
•Expired SIM cards. If the SIM card has passed the Activation Date listed on the SIM card packaging, it can no longer be activated.
•Prepaid restriction. SIM cards cannot be changed within 30 days of mobile number change. Exception: If a caller verifies all account information, the SIM can be changed. This precaution prevents the account from being stolen by changing the SIM and mobile number.
•Cross Brand SIM Cards. MVNO or partner brand SIM Cards will not work on T-Mobile accounts.


Cost of replacement
Review the following codes and reasons to determine the cost of SIM replacement for both Care and Sales. Do not provide pricing if you are not completing the replacement, like when sending customers to a Retail store.



Cost $25.00
•Per customer request. Customers request to purchase a new T-Mobile SIM Card.
•Employee SIM. Employees request a new T-Mobile SIM Card for any reasons other than defective.
•Lost SIM / Stolen SIM.◦Customers' SIM Card is lost and they need to purchase another.
◦Customers' SIM Card is stolen and they need to purchase another.



Cost $0.00
•Defective SIM. Customers are experiencing device symptoms that indicate that there is a problem with the SIM Card.◦Troubleshooting flow must lead to a SIM replacement and the account notated as such.
◦T-Mobile error is always corrected free of charge.

•Unused Wrong SIM.◦Customer is trading an unused SIM Card that they had previously purchased and is the wrong size for their device.
◦Loaner Phone if the SIM card is not the same size.◾Customers must keep their original SIM card and complete a SIM Reuse when their replacement arrives.
◾If they no longer have their original SIM, replacements should be treated as a lost SIM.




Cost N/A
Bring your own SIM.

•Customer has brought their own T-Mobile SIM and would like to use that on their account.
•Customer has upgraded to a new device and needs to use the SIM in the box.


Cutting SIM cards
If the customer needs a smaller SIM, assist the customer in purchasing a new SIM card. T-Mobile does not recommend or assist customers in cutting SIM cards for the following reasons:



•T-Mobile includes the correct size SIM card in all devices that we sell.
•Cut SIM cards are physically damaged and out of warranty, any replacements SIM cards must be purchased.
•Cut SIM cards can physically damage devices or phones, which is not covered under warranty.
•Cut SIM cards can prevent services such as Wi-Fi Calling from working correctly.


Handling inventory
•SIM cards that are included in device boxes are to be given to customers when they purchase the device for either an Activation or Upgrade.
•Keep unused customer SIMs and all demo SIMs that are not in use separate in the inventory cage.
•The RSM/floor coach carries up to 25 SIM cards and distributes to reps as needed.
•Loose SIM cards are replenished to stores per regular replenishment.◦Check that all SIM cards, even free replacements, are rung out in POS for accurate replenishment.
◦For excess inventory, unused SIM cards must be kept in the inventory cageuntil they are sent to the Return Center.

•Follow instructions on Demo device and SIM management to update SIM cards for replacement demo devices


When to request SIM reuse
SIM Reuse is required when to release a deactivated SIM for reactivation, or swap SIMs between two subscriber numbers.



•The service level for SIM release is 24 hours.
•SIM Cards can only be reactivated if they have been deactivated in the last 60 days for GSM. MBB SIM cards can be reactivated if they have been deactivated in the last 12 months.
•Most often, a SIM Reuse request comes from Sales and is frequently a direct result of no installs.


LPF 415800


Late fees in Accounts
More Info 



Latest page updates

March 26: Changed Cash Applications to Payment Strategy and Operations (PSO).



Use this page to review late fee charges, exemptions, and waivers.




On this page:
•Guidelines
•Exemptions
•Late fee adjustments and waivers






Guidelines•All individual accounts may be charged a late fee of $5 or 1.5% (whichever is more) on any past due balance not paid by the date shown on the statement.
•Late fees are billed when the balance in full is not paid by the due date and exceeds any allowed grace period.
•Accounts do not need to be delinquent to be eligible for late fees.
•Late fee percentages and grace periods vary by state. Refer to Late fee information by state for details.
•The grace period only applies to late fee assessment, not collection treatment.
•Payment arrangements do not prevent late fees.
•Late fees impact the balance at the time of billing; however, the charge will be visible in Pending Charges & Credits.
•Some bills may have two late fees applied.◦This happens because some months have 31 days while others do not and we have to wait until a balance is 10 days (15 for some states) past due before the late fee can apply.
◦Customers who consistently pay late, it is possible they could see multiple late fees on one bill (the previous month will not have a late fee charged).





Exemptions•Account status is canceled.
•Eligible past due balance is less than $20.
•Business, Government, Employee, Simple Choice with no credit check (SCNC), No Credit Check (NCC) VIP, and Reseller accounts. Exception: Sole Proprietor accounts are subject to late fees.
•Customers with a billing address in Rhode Island (RI) or North Dakota (ND).




Late fee adjustments and waivers


Adjust a late fee

To adjust a late fee, refer to Adjustment Index: Taxes and fees.



Late fee waivers
•Late fee waivers, Samson code LTPYM, apply only to future late fees.
•Applying a late fee waiver excludes an account from late fees for up to 30 days.
•Only coaches, senior reps, and Business Care can apply late fee waivers.
•Late fees can be waived for the following reasons:◦Severe conditions◾Late fees may be waived if there are severe conditions in a geographic area. Examples include natural disaster or national security threat.
◾Review current news for any articles discussing such events before processing a waiver.

◦Military accounts◾It is very important to ensure we are applying late fee waivers for every applicable Military suspension.◾If the customer is on active military duty and will be deployed overseas.
◾If the customer has suspended service per the guidelines in Suspend or restore accounts.

◾This is mandated by the Soldiers and Sailors / ServiceMembers Civil Relief Acts.

◦Ongoing billing or payment issues◾Payment Strategy and Operations (PSO) is researching ongoing billing or payment issues the fee will be waived, if applicable.

◾Do not submit a separate waiver request when submitting a Missing Payment follow-up.




Apply a late fee waiver
1.Check for existing waivers.1.Review the Financial Summary tab to see if the Late Fee Waiver Indicator is active.
2.Review account memos for effective and expiration dates and educate the customer, if a waiver is present, Samson code LTPYM.
3.Continue to step 2, if a waiver is not present.

2.Process waiver request.1.Send the information to your coach or senior rep to have the late fee waiver applied. Include the account number and reason for waiver.
2.Coaches and senior reps complete the steps on Apply late fee waivers page.