FirstNet
How long does it take for the cx to be able to sign into MyAT&T once they are successfully migrated to FirstNet and Family?
24-48 hours
How is the "Owner" role on a Premier account verified?
The owner on a Premier account is authenticated the same way as an end user. You would look at the authentication instructions in FAST.
How long does a device have to be on the account before it can be unlocked?
60 days
How long does it take for AutoPay to begin drafting from the account once it is set up?
Four to six weeks, if the timeline fits it is the following bill.
If the customer is charged a non-returned device fee, where in DLC can we check for the details?
Under "Returns"
If you set up a profile for the cx and they use an affiliation code, should you have them upload documents as well for good measure?
No
What two systems do we use for bill reprints?
Care Now and Assist Edge
How long does it take for the new due date to reflect for the customer upon submitting a bill cycle change?
The second bill after the change.
We can only void payments that have been made within the same 24 hours.
If a customer removed Next Up from their account and wants to add it back, how long does the customer have to add it back on and what website would they go to?
30 days from when it was removed, they would go to att.com/restartNUA
How do we mimic the AT&T side for a first responder?
Go to ICAM and click the "Initiate Mimic" button on the profile.
How long does a customer have to reactivate service on a line before their credits are permenantly removed?
30 days
Are we able to submit a device unlock case on a cancelled account from more than 60 days ago?
Yes, we are able to complete the case upon identifying that the device is eligible.
The customer had too many returned payments with that method and they would need to use another payment method.
Ex. The bank account is blocked.
When using a deposit waiver, does the system automatically remove the deposit in OPUS upon instant approval?
Yes
Do we refer all inquiries on FirstNet territory accounts (Puerto Rico, etc.) to Liberty?
No! We can assist them with billing questions.
Sally is trying to do a BRE, but unfortunately she has already completed an insurance replacement for the device. What do we tell Sally?
She cannot complete a BRE return since it is not the original equipment. She can contact Asurion and they may have options for the cx.
The customer has protect advantage for four on one of their lines, but they want to cancel that line. Can we move it to another line for them? It is not currently open enrollment.
Yes! We can cancel that line, then go to another line on the account (ask if they have a preference), and add it back. Then, you will need a manager override.
A consumer customer paid off a device installment plan online. They have now changed their mind and want to get a refund for the payment. Would this be a scenario where Collections can issue them a refund for that payment?
No, installment plan payoffs that are not due to an AT&T error are not refundable.
The customer ordered a device, and it was returned to sender. The device is with the courier and has not reached the warehouse yet. Can we use the returned to shipper button in OPUS to reorder, even though the device has not reached the warehouse yet?
Yes! The button was created to allow customers to re-order the device without needing to wait.
Bob's job title was recently removed from the verified first responder positions. He is very upset as his wife passed away recently and he fell on hard times. He needs his pricing with FirstNet but does not care about what network he is on. He threatened to switch companies if he cannot get the same pricing for a short time. What can we tell Bob?
Bob can be switched to the First Responder Legacy rate plan on AT&T. He would keep the pricing for a year but be on the AT&T network.
Which of these scenarios is NOT a ServiceNow ticket?
A. The customer cannot log in due to multiple errors on the portal.
B. The customer has multiple logins and is experiencing trouble with specific functions on their portal.
C. The customer needs a company administrator's profile updated to be a different role, but when they login they cannot find the option to change it.
C.
Can a Premier account with a line on an equipment installment plan for 30 months have Next Up on that line?
No, equipment installment plans are not eligible for Next Up early upgrades.
During which scenario can an installment plan NOT be reinstated once it is paid off?
A. The customer cancelled the line and wants to reactivate with the installment plan.
B. The installment plan was accelerated to the next bill and the customer changed their mind before paying it.
C. The customer completed a TOBR and the terms and conditions accepted but the line has not fully moved over yet.
D. It has been 30 days.
C. Once the line is transferred or in the process of transferring, we cannot reinstate installments.
Can the returned to shipper button in OPUS be used to JUST reset the eligibility but not to reorder the device?
No