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)


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.