Notes

DOC ID's:-
prd1450( mobile overview)
HOW3480( add xfinity username)
HOW21155( data plans)
HOW12331( billing cycle and due dates)
POL2069( hotline and suspension)
HOW11877( device activation)
HOW13393( line access fee)
HOW11871( XMPP)
HOW13317(XMPP details)
HOW13385(mobile activation)
HOW12545(Network reset)
HOW13542(deactivate lines)
HOW12572(porting number)
HOW20931(repayment plan)
HOW13335(Cx Satisfaction Guarantee)
HOW13055(Checking Returned Device Condition Grading — Xfinity Mobile)
HOW12071(Explaining Damage Charges for Device Returns – Xfinity Mobile)
POL2088(Xfinity Mobile Return and Exchange Policy)
HOW11786, POL20018(credit check)
HOW11834(Xfinity Mobile Eligibility for Bulk Customers)
HOW12004(Xfinity Mobile Porting Error Codes - XM360 and CRM)




Eligibility criteria for xfinity mobile
-should be 18 + age
-active internet service/pending residential xfinity service;
-Should have active username.
-Must the account holder should be primary or manager on the account.

The 7 username can be created on the one account. One is primary and six are secondary.

Two types of data plans:-
1. By the gig plan
-1GB-$15- If the data is finished then additional data can be added by the cx. ($15 per GB)
-3GB-$30
-10GB-$60
2. Unlimited data plan
-unlimited intro ( 1 line $45, 1-4lines $30, 5-10lines $20)
-unlimited plus (1 line $55, 1-4lines$40, 5-10lines $30)


-unlimited premium (1 line $65, 1-4lines $50, 5-10lines $40)

The Billing cycle:-
The billing cycle is the duration of the billing and the 30 days duration is there and the starting billing date is the the bill start date and the billing due date is the bill end date and that is came after 20 days.

XMPP- Xfinity Mobile protection plan:-
customers who accidentally damage their device (drops, spills, cracks), experience mechanical/electrical failure (after the manufacturer’s warranty expires) or lose/have their device stolen can file a claim by:
-Visiting mywirelessclaims.com/xfinitymobile,
-Downloading the Pocket Geek® Mobile app to begin a claim, or
Calling our protection plan provider, Assurant, at 1-855-884-9771




-If the device is lost or stolen, customers should also contact us at 1-888-936-4968 to suspend their line to protect themselves against unauthorized use.

* If you want to return the device then you can return the device within 14 days and you will get the refund so long as you haven't summitted any claim.

* If cx has cancelled the XMPP then he cannot enroll in the XMPP but he can enroll within 30 days but he has to do mechanical check by the organization.

* Unlock phone setup:-
a. IMEI umber(*#060#)
b. Email ID
c. Unlock request provided and (ECM ticket raised)

*Activate the roaming feature :-
a. Confirm the country details cx travelling to.
b. Ask that you need to activate the global pass?
c. On the international calling in the setting and it will be activated within 60 minutes.

*In the XMPP you can get a 2 claim limit in the 12 month period.*



- Once a claim is approved, replacement devices are shipped via next business day delivery, Monday through Friday, when available, at no additional cost. Saturday delivery is available for a $30.00 fee.
-Cx first step for the XMPP benefits to enroll for the Xfinity mobile international roaming plan.
-Cx can enroll for the XMPP within the same day and also in the 30 days in which the device is check for the eligibility for the XMPP.

Global pass:-
-Global Travel Pass allows you to pay a flat rate for unlimited calls and texts.
-abroad in over 170 covered countries.
-Global Travel Pass includes 512MB of LTE data per pass per day; then data is available at 2G speeds until a new pass is started.
-The data you use while abroad will count toward your By the Gig or Unlimited data option.



Important: International data roaming and calling will be enabled on your Xfinity Mobile line automatically within 72 hours of adding Global Travel Pass. If you need international data roaming enabled sooner, chat with an agent.

*Global Travel Pass is $10 per day per line in over 170 covered countries or $5 per day per line in Mexico and Canada only.

*How Do I Add Global Travel Pass to a Line?
To add Global Travel Pass to any phone line on your account:

1. Sign in to your Xfinity Mobile account, either online or through the Xfinity Mobile app.
2. Select the phone line that you’d like to add Global Travel Pass to; this will take you to the Line details screen.
3. Once you’re on the Line details screen, scroll to the Other services category, then select International travel.
4. Select Get Global Travel Pass and follow the prompts.
5. You’ll see a confirmation screen once you’ve successfully added Global Travel Pass.

6. International data roaming and calling will be enabled on your line automatically within 72 hours of adding Global Travel Pass.

*If you need international data roaming and calling enabled sooner, chat with an agent.

If you want to add Global Travel Pass to more than one phone line on your account, you can go back and repeat these steps for each line. Remember, your pass won't be activated until you use your phone abroad while in a covered country.

*Do I Need To Remove Global Travel Pass When I Return Home?

-There’s no need to remove Global Travel Pass once you return home


-since you’ll only be charged for a pass during an active session when you call, text or use data abroad.




-Global Travel Pass can stay on your line until you’re ready to use it the next time you travel internationally.
-You can always remove Global Travel Pass at any time through My Account online or via our app.

*What Happens if I Travel to Multiple Countries During an Active Global Travel Pass Session?
-You can travel to any other country covered by Global Travel Pass during your 24-hour active session, and you’ll only be charged once.



-If you travel to a country that isn’t covered by Global Travel Pass during an active session, you’ll be charged the pay-as-you-go rate for that country.

#There is no additional data plan for the global pass.

*Can I Add Global Travel Pass to My Tablet or Smartwatch With Xfinity Mobile?
-No. At this time, Global Travel Pass can only be added to mobile phone lines.

-Once a line has used more than 512MB of LTE data in a Global Travel Pass session, the line will receive 2G data (slower speeds) for the remainder of the 24-hour period.
-This additional 2G data is not billed at pay-as-you-go rates. It’s included with the pass and doesn't cost extra unless the customer arrives in a country or place not covered by Global Travel Pass.

*International roaming will start working once his/her first bill is paid.
*Call pass get unlimited calls from US to Mexico and Canada is $10/month.
-Goodwill credit is $10.
-Own's device where the credit is applied for the device.
*If the services are suspended then cx can take the repayment plan.

*Repayment plan:-
This article outlines the eligibility requirements that Xfinity Mobile customers must meet to qualify for a repayment plan through which they can pay off their past-due balance in monthly installments.

*Eligibility Requirements for the repayment plan:-
Xfinity Mobile customers can qualify for a repayment plan when they have a past-due balance that will result in their service being hotlined or suspended.

*Customers do not qualify for a repayment plan if:

-Their previous repayment plan ended due to a missed payment, and they haven’t paid off the past-due balance covered by the previous repayment plan,
-Their account was enrolled in a repayment plan with more than one installment within the last six months,
-Their Xfinity Mobile account is already disconnected (i.e., deactivated),
-They haven't paid at least one regular billing statement since joining Xfinity Mobile, or
-Their next Xfinity Mobile billing statement is being deferred for 30 days due to an autopay deferral. (Like cx can take the extension for the payment and deferral date should be accepted before due date.) We cannot change the autopay date.

*Automatic Payment Deferral:- (The payment should be paid with the next month bill)
Xfinity Mobile customers may defer their next automatic payment to their next due date, prior to their automatic payment date if they meet all the following eligibility requirements:

-The customer regularly scheduled Xfinity Mobile automatic payment has not already failed.
-They have not been granted an automatic payment deferral(repayment plan) in the previous three months.
-Their Xfinity Mobile account is not suspended or disconnected (i.e., deactivated).
-They have been an Xfinity Mobile customer for at least three months and successfully paid at least one Xfinity Mobile billing statement.
#((Deferred amount means the past due amount))#
The customer must request their automatic payment deferral prior to their automatic payment date. If we've already attempted to process their automatic payment, it cannot be deferred.

*Repayment Plans:-
-Xfinity Mobile customers can only enroll in a repayment plan with monthly installments if they have a past-due balance that will result or has resulted in their service being hotlined or suspended.
-When we process a customer's request to open a repayment plan, service on their Xfinity Mobile line(s) is restored within four hours.
-The number of monthly installments available varies based on the account’s past-due balance. Each installment must be at least $25. If the account’s past-due balance is under $75, the repayment plan can only have one installment.


Low Debt High Debt
Past-due balance Less than $500 $500 or more
Installments One or three One, three or six
Months Up to three Up to six
Notes:-
-If the repayment plan is one installment, the installment must be scheduled for at least nine days out from the repayment plan creation date.
-If the repayment plan is more than one installment, the first installment must be scheduled for at least four days out from the repayment plan creation date.
-The first installment always must be scheduled within 30 days of the repayment plan creation date.

*Customers do not qualify for a repayment plan when:-

-Their Xfinity Mobile account is already disconnected (i.e., deactivated) for any reason,
-They haven't paid at least one regular billing statement since joining Xfinity Mobile,
-Their previous repayment plan ended due to a missed payment, and they haven’t paid off the past-due balance covered by the previous repayment plan,
-Their account was enrolled in a repayment plan with more than one installment within the last six months, or
-Their Xfinity Mobile billing statement is being deferred to their next automatic payment date.

*The first installment date is also same in the next month as well.
*If the mobile line is disconnect then there is the possibility that the same number is not available or it depends on the cx history.

*Xfinity mobile product and tools :-
-Unlimited data and text.
-$10 activation fee
-million of wifi hotspots are available.
-For all by the gig and unlimited data option, after 20 GB of monthly data usage per line speeds are reduced to a maximum of 1.5 Mbps download and 750kbps upload.

-Primary user can activate the device/SIM. Manager can only add the line.
*What information is required for the number porting?
(minimum time for porting is 10 min and sometime it will take long time and for landline it will take days and more than over a week.)
-Complete name
-Account number
-billing pin
-last 4 of SSN
-billing address.

*Cx can cancel there order within 30 minutes.

*Military and volunteer suspension:-
The general volunteer suspension should be done after 14 days.
The military suspension means it take 39 months, and there is no fee for the plan however there is only device and XMPP plan charges should be there.

*For the repayment plan;-
Example:- 5 March is the billing start date and the 4 April is the end date and the due date is 24 April. After adding 10 days then it will be 4 May( Hotline).
24 April then it will added 30 days then it will 2 June and it will be suspended.
4 May and the 30 days added then it will 2 June added 10 days more then it will be 1 July. The services will disconnected.
After adding 10 days then the services will be hotline and the 40 days added then the services will be suspended and then there is 70 days then the services will disconnected.

*24 hours to activate the international roaming before visit the another city.
-We can upgrade the data and downgrade can't be done.


*Voicemail feature:-
-view and listen to voicemail.
-Read voicemail as text
-Record a custom greeting
-add a no. to contact
-callback or text message.

-We can't provide a pin we can only reset the pin for cx.
*Voicemail reprovisioning-
voicemail box refresh send some refresh signals to the voicemail so that the voicemail work correctly.
The old data will delete after reprovisioning.
To call on the voicemail the you have to dial on *99 for landline and then the call will connect. It is like IVR system.
-Dial *86 for the mobile pin change.

*Customer Satisfaction Guarantee:-
-Hopefully you're 100% happy with Xfinity Mobile from the get-go. However, if you want to part ways for any reason, you can return your device and cancel your service for a refund up to 14 days from when your device ships or you bought it in the store.
-If you purchased your device as a replacement on an existing line or as an early upgrade, it's only eligible for exchange, not return. Learn more about returns and exchanges.

*Restocking Fee for Device Returns:-
-A restocking fee of $35 applies to most returned and exchanged devices. We'll deduct this fee from your refund.
- There is no restocking fee for accessories.
-To get a full refund, customers must do the following before shipping back the device:

1.Disable the device’s screen lock.
2.Remove all personal information.
3.Turn off the “Find My iPhone” feature, if applicable.

*20-Day Window
Xfinity Mobile must receive the customer’s original device within 20 days of a return merchandise authorization (RMA) being issued, or in the case of an exchange, within 20 days of the customer’s new device being shipped.

If Xfinity Mobile doesn't receive the customer’s original device within 20 days, the customer may be charged the full retail price of the device.

*Applying for a Device Refund:-
-To receive a full device refund, you’ll need to return everything that came with your phone including the box, SIM card, battery, charger, and manual.
-Make sure your device is in like-new condition with no damaged or missing parts. If anything is missing or the device is not in like-new condition, we may not be able to process your refund.
-If you have everything good to go, contact us via chat within 14 days of when your device shipped to start your return.

*Jailbreaking in iPhone:-
(modify (a smartphone or other electronic device) to remove restrictions imposed by the manufacturer or operator, e.g. to allow the installation of unauthorized software.)
Jailbreaking is the process of exploiting the flaws of a locked-down electronic device to install software other than what the manufacturer has made available for that device. Jailbreaking allows the device owner to gain full access to the root of the operating system and access all the features.

*Applying for a Service Refund:-
-You can get refunded for the cost of your Xfinity Mobile service, taxes, data usage, international long distance, and roaming up to 14 days from when your device ships.
-If you're not fully satisfied with your Xfinity Mobile service and want to request a refund, you can now start the process online.

-12 month warranty period and if the cx opt for the 1-9 month then the warrantee period will remain same for the another 3 months.

*Xfinity Mobile Return and Exchange Policy:-
-Xfinity Mobile customers have 14 days from the shipping or retail purchase date to:

-Cancel Xfinity Mobile service.
-Return device(s).
-Receive a refund.
-Exchange their device for another model (color, memory, etc.) or an entirely different device.

-Only one exchange can be performed within the 14-day window. However, customers can return the device they received through an exchange if they're still within the original 14-day return window. The 14-day window doesn't restart when an exchange occurs.
-Xfinity Mobile customers must return accessories within 30 days of the original retail purchase or shipping date, as applicable.

Note: Any device warranty replacements or repairs outside of the 14-day return period must be referred to the device manufacturer or an authorized service center. For more details, see the Xfinity Mobile Device Warranty Support.

Device Type Fees:-
Apple and Samsung devices - $350 damage fee + $35 restocking fee
Google phones - $200 damage fee + $35 restocking fee
LG phones - $100 damage fee + $35 restocking fee
Motorola devices - $50 damage fee + $35 restocking fee

*The customer’s refund is denied and the device is returned to them when the returned device is rated Grade D. Grade D includes devices that are:
-Damaged.
-Jailbroken.(iPhone)
-Rooted.(Android)

-Damage fees do not apply to device packaging.
-Missing packaging doesn't impact a customer’s eligibility for a device return or exchange.
-Devices not purchased from Xfinity Mobile will be recycled if received by our warehouse.
-These devices won't be returned to the sender.

*Refusal of Order Delivery:-
-When a customer’s device or accessory order can't be canceled because it’s already in the process of being shipped, please advise them to:
-Accept the delivery.
Then, return or exchange the item following the process outlined above.
-Do not advise customers to refuse the delivery of an Xfinity Mobile order as a means of returning the item(s). Doing so will result in a delay in the customer receiving a refund while our warehouse and back-office teams work to process the return as unsolicited.

-Order can be cancelled within 24 hours and if cx denies to take the delivery then we request the cx Accept the delivery and there will be restocking charges for the device return.


CLNR- Certified Like-New Replacement
RMA- return merchandise authorization

-14 days is the Guaranty period and the warranty period is the 12 months.
-Android warranty is taken care by xfinity and in the apple there is only Guaranty taken.

*If the cx didn't pay his bill the the cx account should be directed to the collection team.

*Xfinity mobile shopping and ordering:-
1. Authentication
2. Eligibility
3. Credit check

*ILC-Internal Liability check:-
-For ILC cx have to opt for the internet at least six month.
-2 dives for the DPP and one for the BYOD.
-Cx can check there credit by the credit burao team ad we can also guide the cx to the credit burao.

*AST2- is used for Apple users.
-RMA-An RMA (return merchandise authorization) is a numbered authorization provided by a mail-order or e-commerce merchant to permit the return of a product.
-Within the first 45 days if cancel the XMPP then cx get full refund.
-Cx can call live technical support team on this number 866-292-02928.
-Link:- fastclaim.com/xfinitymobile (24*7 and 7 a week)
-To file a claim cx can call over this number 855-884-9771.

*Deferred enrollment:-
-Cx can enroll for the XMPP if he has warranty for 12 months.(Apple device)
-XMPP is added when device is ship or after add the device.

*uBreakfix means the quick resolution.
Within 2 hours the work will done.
-If the device is under warranty the no need to visit the store.
-If the device is out of warranty then offer the cx new phone.

*ESD is the tool for the transfer of the previous account email and number in the new active account.
*QELP is good resource for finding the specific information.
*If cx add wrong details while porting the number the number will not port.
* Porting a number:- minimum it will take 10 minutes and maximum 3 hours to activate the number.
* The landline number will be activate within 5 business days.
* The number is for the activation of the number 888-936-4968.
*The previous provider number should be in the active state if the number is disconnect so there is a possibility that the same number will not activate.
*VZW is the number is not serviceable and not active.
Neustar:- Is to take the ownership of the number.