Plans/ Features
Payment arrangement
Offers
Billing
Device Programs
100

How much is the Essentials Plan for 2 lines on autopay? 

90

100

How do customers avoid being charged the support fee?

by Making payments themselves through SIVR, My T-Mobile.com and T-Mobile App

100

How many phones are there to choose from on the promo "Get a smartphone on us with New Line Activation. 

20

100

True or false: Adding device protection is a same day change. 

True

100
For a condition check when turning in a trade in, JUMP or JOD device, what are the four points that are checked?  

 Screen & LCD damage

 Liquid damage

 Find My iPhone & Anti-Theft enabled

 Device can't turn on

200

How much is the Apple Watch Standalone plan?

  • Unlimited version per line: With voice line: $10 w/ AutoPay & Hybrid BAN discount / $15 w/ only Hybrid BAN discount / Without voice line:  $20 w/ AutoPay (limited time offer) / $25 Regular 
  • 500MB version per line: $5 w/ AutoPay / $10 Regular

SOC details

200

True or False Payment Arrangements will prevent late fees.

False

200

What plan must a customer be on to get the "iPhone 14 Pro on Us when adding a new line"? (up to $1000 off) 

Magenta Max

200

For a bill current account when will a customer's first bill close? 

The first bill cycle closes within 1 day of activation.

200

How many tiers are there when it comes to a restocking fee? 

3

300

For the 4 screen Netflix on us feature, how much of the cost does T-mobile cover for a 2+ magenta max account? 

12.99

300

What are the legal terms and conditions that must be verbalized when setting up a payment arrangement for a customer?

  • Legal Terms & Conditions: You are authorizing T-Mobile to charge your [bank account/credit/debit] for [$XX.XX] to be paid on [XX/XX/XX]. A 1-time payment support fee of $10.00 will be charged for personally helping you with this transaction. If you are using AutoPay, by setting up this payment arrangement your $5.00 per line bill credit will be lost until AutoPay is reactivated again and you will lose Kickback eligibility, if applicable, when setting up a payment arrangement past the bill due date. Once I save the arrangement it can't be changed or deleted. "Do you accept these terms and authorize this payment?"
300

How many paid voice lines does a customer have to have to receive the $30/mo home internet promo? 

2

300

For a bill arrears customer when is the MRC billed?

  • Bill Arrears: MRC is billed and due after the bill cycle is closed.
300

Once a replacement device is received from Assurant, how many days does a customer have to send in the damaged device to avoid the non-return fee?

10 days

400

When was the One Plan Military (TMSERVE) plan retired? 

 (Retired 6/2/19)

400

Initially how many text messages does a customer receive regarding their payment arrangement? 

4

400

When is p360 open enrollment over? 

November 16, 2022

400

True or false: Bill credits and promotional discounts are applied when an account is suspended and not charged the MRC. 

False

400

When is a non return fee charged for a warranty exchange? 

45 days from exchange order

500

How many European Countries are included in the Simple global feature? 

11

500

What are the payment statuses of a future dated payment? 

  • The status of an SP or FDP is listed in the "Status" field on the "Future Payments" screen:
    • Opened: There is not a given payment method listed.
    • Pending: The FDP is scheduled for a future date.
    • Processing: The FDP is being sent to your customer's financial institution
    • Extracted: The payment posted to the account.
    • Rejected: The FDP was attempted to be extracted however not successful. We will not re-submit the payment for processing and the payment will need to be replaced. The rejection notice will show the day after the expected draft date. Customer can still replace the payment before the PA fails.  
500

The promo states that the credit is 1000 dollars and requires a trade in. If the customers trade in is worth $325 how much will the customer recurring device credit be on a 24 month installment plan? 

28.13

500

What disclosure must be read for a customer porting their number out to another carrier? 

"To take your phone number to another service provider, your account will need to remain active. Once you transfer your phone number, you will receive a final bill with charges through the end of your bill cycle. Please note; your T-Mobile account will be cancelled once the phone number(s) are activated with the new service provider. There is no need to call us back to cancel your account. Remember you are only transferring the phone number(s) and not your T-Mobile service or rate plans. Once your phone number has been transferred, you will no longer have access to your T-Mobile voicemail or any other T-Mobile features. You may want to check your voicemail to make sure you have received all of your messages, prior to transferring your phone number to another service provider."

500

What are the four approved reasons for a Temp Double?


    • The customer’s order was lost during shipping (including shipped to wrong address due to T-Mobile error).
    • The customer’s order arrived damaged/defective.
    • The customer’s order was placed for the wrong device or on the wrong finance type due to T-Mobile error.
  • Due to a system issue, the customer’s original ship-to order is stuck in a pending status and cannot be systematically cancelled
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