Notes

EOCN and ABTN- End of Contract Notification and Annual Best Tariff Notification
- sent 10 - 40 days prior to contract end date.
- valid for 30 days
- SMS notification for single MPNs
- Email or letter notification for multiple MPNs

ABTN- Annual Best Tariff Notification

NBA- Next Best Action

NBE- New Best Experience

NBO- Next Best Offer

thew tariff options we have provided through AGENT FACING UPGRADE

we cannot customize a deal via ECN tab other than device color

AUTOSAVE- is when we auto migrate our out of consumer PAY Monthly Standard Tariff customers to an equivalent SIMO tariff.



SPEND CAP
- customer can choose to apply this on their monthly tariff, to help control their spend on out of bundle charges. Any chargeable usage outside their monthly allowance or outside of any bolt on allowance will count towards their spend cap. We'll text when our systems detect that the customer has used 50% of their spend cap and again if they use 100%. If the customer sets a 0 pound spend cap, or reaches 100% of their spend cap, any further chargeable out of bundle usage will not be possible. This means that they use up their monthly allowance and any bolt on allowance, any additional chargeable usage will be barred.

CUSTOMER BENEFIT
- the bill spend cap applies to mobile usage across:
Event types- voice data SMS and MMS
Location- domestics and roamed usage
Technologies- 2g 3g and 4g including novum and vowifi
Including the access charge and service charge of premium rate services.

SPENDING CAP
-customers need to be on an eligible tariff (22 mar 18 onwards)
-cap values includes VAT
- #0 #5 #10 #15 #20 #30 #60 #100 #200
-SMS notification at 50% and 100% cap usage
- Once cap is recached, cx can increase or remove cap
- Partial payment will not remove spend cap bar as this is system generated
-Cannot have roaming data cap active simultaneously.

SPEND CAP OLAs (order level agreement)
increase > within 24hrs.
decrease > next bill cycle.
add > next bill cycle.
remove > within 24 hrs.

NOT INCLUDED
-tariff and loan agreement
-insurance
-bolt ons
-roaming pass
- charge to mobile
- non mobile service/products

INCLUSIONS
-data, minutes and texts
-MMS
-roaming usage
-non geo number (08)

SPEND CAPS- HOW IT WORKS
-we must offer the option for customers to choose either with no spend cap or a spend cap, with their monthly tariff at the point of sale for a new contract or upgrade from 1 October 2018. If they choose not to add one, they can change their mind later on, at any time.

-a customer who took a tariff between 22 march and 30 September 2018 can request a spend cap, however, we are not pro-actively offering spend cap to in life customers.

-cx will receive a text to let them know when they're at 50% of their cap and 100%

-Customers need to be on an eligible tariff, which are those launched from 22 March 2018. Your systems won't allow you to add it to an ineligible tariff and you can see a list of those included on your companion or knowledge base.

CAP- stops or restricts service at a certain point. Think of fair usage.

BAR- can be added or removed by a customer or us, like an international or roaming abr. stop a certain kind of usage, think of premium services.



OFCOM REFULATION
- state all UK mobile networks providers inform cx that they are coming to the end of their minimum contractual term and what thier options are.

The ECVN is a message customers will receive 10 days before their contract end date.

THE ABTN are yearly message sent to out of contract customers to remind them they're out of contract and provide tariff options. Any messages that are s sent to cx will be valid for 30 days.

INCLUDED IN THE MESSAGES WILL BE:
-LIKE FOR LIKE (cheapest for that customer) - this will be an eligible tariff that is the closest available to the one they are on with the nearest equivalent device.
-LIKE FOR LIKE (cheapest for any customer)- o2 will continue to offer a fair deal and ensure existing customers are notified of the

INCLUDED
-mobile usage across voice, data, SMS and mms
-roaming usage
-non geographical number services.

NOT INCLUDED
-recurring elements of bills: airtime tariff, hardware laon agreement, insurance, bolt-ons or roaming pass purchases.
-charge to mobile services
-charitable donations
-all non-mobile services and products i.e. fixed line, broadband, boost box.
-charges for the management of a cx account i.e. paper bill fees, late payment fees.