Notes

Unhotline
**As a courtesy, we are temporarily suspending the rule that permits only 1 un-hotline case in 32 days.
Until further notice, agents may create a case (if the system permits) as a courtesy to customers who need extra days to pay. This will not count as an error and once we resume the policy we will allow time to re-communicate before reporting.**

Who:
Why: Extension of service
What:
MDN:
Advise customer MetroPCS is a prepaid company and don’t gave extension of service
Offered to downgrade the rate plan (if applicable) –cx agreed/ cx declined
Offered to do BCR – cx agreed / declined
Checked account for last extension
Advise can give one time couretesy for up to 48hours and to pay by the bill within the time frame
Cx understood
Created a CASE Id:
Advise customer service is on
Adv of up to 30mins. provisioning time (offer to test while on line with you)
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ESN CHANGE
Who:
Why: ESN Change
What:
MDN:

If on GSM phone, educate where to find IMEI/SIM info in the phone, on the box, or on the SIM card
Old device:
New Device:
Old Plan: (if expired; advised of loss of plan not able to get this plan back).
New Plan:
advcd cx of the changes into the plan/feats to use or cx knows change
Offered Php (cx phone is used and didn’t previously have insurance so is not eligible) **OR**
Cx phone didn’t have insurance under this name previously so isn’t eligible for insurance
Adv cx of the MRC $ and current bill:
SMS change
If plan is downgraded based on phone make / model – MUST advise of data and to check how much used

Adv it might take up to 30mins. for the phone to work, but can try to make a test call
Gave call back number if failed 1-888-8metro8 or *611.
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MAKE A PAYMENT **We shouldn’t be accessing accounts for payments unless customer is not sure of the amount**
Blind Payment
$3 convenience fee (or *99 for $2.00 or metropcs.com for free)
If amount is not enough and the account is suspended, it will remain suspended
For excess payment, credits will be applied on the next bill
SMS for confirmation (and email confirmation if input email address on payment screen)
Posting timeframe 15 mins-2 hrs

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MAKE A PAYMENT
Who:
Why: Make Payment
What:
MDN:
adv cx of the $3 fee in processing the payment;
cx agreed;
educ cx *99 for $2 fee or website (www.metropcs.com) for free
advcd cx will make a total payment of;
Offered to send email w/ confirmation code
provided the confirmation code which is
info cx will rcv sms and email w/ the confi code;
adv cx to keep it for future reference
adv cx of payment posting time (15 mins up to 2 hrs)

IF ACCOUNT IS ACCESSED:
Who:
Why: Make Payment
What:
MDN:
adv cx of the $3 fee in processing the payment;
cx agreed;
adv cx current bill is: $ and will make a total payment of;
Offered to send email w/ confirmation code – cx declined and used: ([email protected])
provided the confirmation code which is
info cx will rcv sms and email w/ the confi code;
adv cx to keep it for future reference
adv cx payment is posted into the accnt and that the service is restored
adv cx of MRC $ and current bill
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BCR (Billing Cycle Change)
Who:
Why: BCR
What:
MDN:
Adv $5.00+ app taxes due immed
Adv of proration (if applicable)
Adv cx of old due date which is:
Adv new billing due date which is:
Processed payment for a total of $
Adv $3 fee (if applicable)
Offered to send email w/ confirmation code – cx declined and used: ([email protected])
provided the confirmation code which is
info cx will rcv sms and email w/ the confi code;
adv cx to keep it for future reference
adv cx payment is posted into the accnt and that the service is restored
adv cx of MRC $ and current bill
Adv SMS change
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BCC (BILLING CYCLE CHANGE)
Who:
Why: BCC
What:
MDN:
Adv $5.00+ app taxes due immed
Adv of proration (if applicable)
Adv cx of old due date which is:
Adv new billing due date which is:
Processed payment for a total of $
Adv $3 fee (if applicable)
Offered to send email w/ confirmation code – cx declined and used: ([email protected])
provided the confirmation code which is
info cx will rcv sms and email w/ the confi code;
adv cx to keep it for future reference
adv cx payment is posted into the accnt and that the service is restored
adv cx of MRC $ and current bill
Adv SMS change
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MDN CHANGE
Who:
Why: MDN Change
What:
MDN:
adv cx an upfront payment of $12 plus app tax with the $3 fee in changing MDN with a CSR
*if cx wants to add it into the next due date, adv cx there is no option to add it on the upcoming bill and we need the uupfront payment*
*if cx does not have card to make payment over the phone, we can still change mdn and do cash payment at the store but inform customer is no payment made within the day, services will be suspended*
Cx requested area code: From: (old area code) To: (new area code).
Cx requested prefix: From:(old prefix) To:(new prefix)
Cx is calling from the phone – advcd cx call might be disconnected and to dial #686# to get the new MDN (FOR GSM PHONES ONLY)
Advcd VM password will reset to the last four digits of the new MDN, and can change and personalize it just follow VM prompt
SMS change
Old MDN:
New MDN:
Adv amount due for MDN change $
Call got disconnected

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CANCELLATION
Who:
Why: Cancel Account - (reason)
What:
MDN:
Verified over 90 days
Call back number:
Transferred to CAT

Who:
Why: Cancel Account - (reason)
What:
MDN:
Verified under 90 days
Adv loss of MDN and first month's bill due immed on reactivatoin
Adv loss of expired rate plan not able to get plan back * if cx has expired plan*
Adv account has been cancelled

Who:
Why: Cancel a line
What:
MDN:
Verified line being cancelled MDN:
Adv loss of mdn and first month's bill due immed on react.
Adv loss of family plan discount *only if account has 2 lines
Adv loss of expired rate plan not able to get plan back * if cx has expired plan*
Adv line has been cancelled
Adv MDN removed from family plan discount (if one line left on the account).
Old plan:
New plan:
Adv SMS change
Adv new MRC $ and next bill
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MOVE SUBSCRIBER
Who:
Why: move subscriber MDN:
What:
Adv first month's bill due immed and $3.00 payment fee
Adv loss of family plan discount
Adv MDN moved from account # to account #
change the rate plan of the MDN: *expired plan*(adv loss of plan unable to get this plan back)
Old plan:
New plan:
Adv MDN removed from family plan discount (if one line left on the account).
change the rate plan of the MDN: *expired plan*(adv loss of plan unable to get this plan back)
Old plan:
New plan:
Adv new MRC and next bill of the old account
New account information
Adv due immed
Adv new MRC$
Adv device refresh (only refresh GSM if suspended for none payment on previous account)
advcd might take up to 30mins. for the phone to be working but can try to make a test call and the VM messages will be deleted and the VM password will reset to the last four numbers of the MDN and can personalize it after by following the voice prompt
Adv change SMS
Cx paid a total of $
Offered to send confirmation code via email
Offered conf#
Adv will rcv SMS w/ confirmation code
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NEW ACTIVATION/REACT
Who:
Why: New Acc/React.
What:
Adv that the first month bill is due on completion of activation
Adv $3.00 fee
Cov T&Cs
ESN:
Plan: cx aware of features and data on plan OR edu cx on features and data on plan.
Offered Php – educated customer can have it within 24hours of activating the phone and can no longer have it after (cx phone is used and didn’t previously have insurance so is not eligible) **OR**
Cx phone didn’t have insurance under this name previously so isn’t eligible for insurance
Adv VM password last 4 of MDN ****
Offered autopay –cx declined
Adv due immed $
Adv next bill
Cx paid $ conf#
Adv payment txt
Offered conf# (declined/provided)
Adv welcome txt (new account)
Adv of 30mins. provisioning on GSM
Gave the new MDN:
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ADD A LINE
Who:
Why: Add a Line
What:
MDN:
Adv that the first month bill is due on completion of activation
Adv $3.00 fee over the phone
Adv cx will have the basic FAM plan for $5 discount each line (if has multiple lines)
ESN:
Plan:
Educated customer of plan to use or cx aware of features or data to use
Offered Php – educated customer can have it within 24hours of activating the phone and can no longer have it after (cx phone is used and didn’t previously have insurance so is not eligible) **OR**
Cx phone didn’t have insurance under this name previously so isn’t eligible for insurance
Changed the rate plan of the MDN (existing line)
Old plan:
New plan:
Adv due immed $
Adv next bill
Adv new mrc $
Adv cx total payment is for $
Adv cx will receive SMS with confirmation code
Offered conf# (declined/provided)
Adv SMS change
Adv of 30mins. provisioning on GSM
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CHANGE SEC INFO
Who:
Why: Change PIN Or Sec. Question To New PIN or Sec. Question
*if changing reg 8 digit pin to another reg 8 digit pin or changing reg security question / answer – need to memo both old and new information
What:
MDN:
Old PIN code/back up sec:
New PIN code/back up sec:
Adv change SMS

*Do not notate the actual PIN/password when moving from PIN to High Security or High security to PIN
*if change Regular pin to High Sec - need to note “change regular pin to high sec”
*if change High Sec to Pin - need to note “ change high sec to regular pin”
*if change High Sec to High Sec - need to note the old High sec and the new High sec
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SUSPEND A LINE
Who:
Why: Suspend a line - (reason)
What:
MDN:
Adv cx still responsible for bill under suspension
Cx understood
Adv next bill $
Adv can call anytime to reactivate the line
SMS change (if multiple line)

LOST /STOLEN:
Who:
Why: Suspend a line due to lost/stolen phone
What:
MDN:
Adv cx still responsible for bill under suspension
Cx understood
Adv can call anytime to reactivate the line
Successfully suspended MDN $
Offered to change PIN to high-sec (cx accepted/declined)
SMS change (if multiple line)
Checked account if has Php
Offered deductible for $ - cx agreed/declined
Gave the Asurion number: 866-862-3397
Transferred to Asurion
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CALLER ID CHANGE/ADD/REMOVE
Who:
Why: Update CID
What:
MDN:
Changed Caller ID:
Old:
New:
Adv can take up to 72 hrs for CID change to go into effect
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VM PASSWORD RESET
Who:
Why: Reset VM password
What:
MDN:
Adv VM password reset to last 4 of mdn (****)
Successfully reset VM pass
Adv can personalize it after by following the voice prompt
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NETWORK DEVICE REFRESH
adv will do Network Device refresh and it might take up to 30mins. for the phone to be working and the VM messages will be deleted and the VM password will reset
adv cx of the default VM pass which is the last four numbers of the MDN and can personalize it after by following the voice prompt
cx okay and understood
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CASE PROCESS
Who:
Why: Made payment but phone is still off
What:
MDN:
accnt is sus due to nonpayment of $
cx made payment through (IVR/STORE/CSR) for a total of $ last (date of payment)
asked for the confirmation code
cx gave it as:
CREATED A CASE
adv cx it'll take up to 5 business days to confirm a payment
provided the case id # :
adv cx that services is restored
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