Authentication/Verification
Do you verify in Clarify or Assist Edge?
You verify in Clarify and authenticate in Assist Edge.
How do you remove Next Up?
Under "Service", click on the "Next Up Opt Out" button.
If a First Responder is traveling, do we add the International Day Pass?
No, we add the International Day Pass!
What is the difference between the CPNI and the FTC?
The CPNI disclosure is to offer the customer products and services they do not currently have on the account outside of their request.
The FTC disclosure is for any changes to monthly recurring charges.
Do we offer any international features to our customers that travel to Mexico and Canada?
No, all AT&T and FirstNet lines include Mexico and Canada. We tell them to keep their roaming on for their connectivity to be seamless.
Does the end user have the capability on the account to make orders or cancel lines?
It depends, you must confirm in the FAN contract if end users have permission to make those changes.
Can a consumer make an Asurion claim with Mobile Tech Insurance?
No, they need to contact tech support since the claim is available through the technical department.
If the customer does not have an eligible job title from the eligibility document, what next steps should be taken to confirm their eligibility?
We ask them for the affiliation code or the name of the organization to provide one.
Do you send the One-Time Payment disclosure to process a device payoff?
Yes, the One-Time Payment disclosure is sent for any one-time payments we process for the cx.
Do FirstNet lines receive an AutoPay discount?
No, the AutoPay discount only applies to AT&T consumer phone lines.
What are the correct steps to authenticate an authorized user?
1. Validate they are on the account under the caller list in Clarify.
2. Ask them for the owner's name.
3. Ask them for the passcode on the account.
Can the Roaming Latin America Pass be added to a FirstNet line?
No, that feature is only available on AT&T consumer lines.
If the first responder is approved with an affiliation code, do they still need to upload documents to verify?
No, once they are verified with the agency, they do not need to upload any documentation.
Do you send the AutoPay disclosure to change the payment method for the client's AutoPay?
Yes, you send the AutoPay disclosure to update the payment method.
What systems can we use to track the status of an order?
The AT&T Order Status website
OrderTrack
OPUS
The Carrier Websites (FEDEX, UPS)
How do you know that they are logged in to their online portal?
"TRUE" or the BAN and account information populates.
Can a feature be added/removed to a suspended line? The line is not cancelled.
No, features can only be added/removed to active lines.
What is the Legacy First Responder rate plan used for?
First Responders that are retired and are no longer eligible to verify as a first responder. The plan only applies to customers that had FirstNet in the past. The plan is active for up to a year.
Do we send the FTC disclosure when removing the Cruise Pass?
No, the FTC is only sent on recurring monthly charges. The International Passes are not included as the charges change based on how much they are used.
How do you add authorization to the account for a TOBR?
1. Add the TOBR Authorization SOC Code to the line.
2. Add a note to the account authorizing the TOBR.
If the customer is only on the account as the Initial Premier User, are they authorized to make changes to the account?
No, the Initial Premier User is the person who created the online portal. They are not authorized to make changes on the account. Unless, they have another role on the account as well.
Once you remove the protect advantage feature, how do you add it back if the customer changes their mind?
The insurance cannot be re-added after removal. You are only able to add insurance to a line during open enrollment once a year.
What discounts apply to the FirstNet rate plan?
None! There are no additional discounts for a FirstNet rate plan.
When cancelling a line, does the retention disclosure or FTC come first?
The retention disclosure comes first. The cx may opt to discuss loyalty offers to keep the line, therefore, you may not need to send the FTC on the line cancellation.
What are the steps to troubleshooting network issues?
- Check For Outage
- Check eSIM status
- Send Over The Air Activation (OTA)
- Send IMS Reattach on TORCH
- Resend eSIM
- Tell them good luck (jasper)