Notes

MSISDN?
using the Mobile Number Query Tool

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
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