Account Maintenance
Moving old numbers to T-Mobile
Port In
Active EIP with Protection
JUMP! or JUMP! 2.0
It can be billed to customer's account whether it is a game, an application, or music. These charges can add up quickyl
Third Party Charges
Kind of probing questions do we need to ask to gain a better understanding of the issue.
SDL
(Situation, Duration and Location)
New customers who work for qualifying companies or government agencies must activate on a Go5G Plus plan. DOUBLE JEOPARDY if you can provide the CCD line
T-Mobile Work Perks
I am not allowed to add or remove a feature on the account
Standard users
(STA)
It cannot be added to an order once it has been placed.
Trade-In Devices
Accumulated fees when bill is paid after due date
late fees
A fast and efficient guide that helps you make decisions to get to a resolution quickly. Double Score if you can locate a flow for Slow Data using the tool.
The FIX
Customers from select carriers who port over to T-Mobile can keep their eligible phone and we'll reimburse them for their remaining device payment plan.
Keep and Switch
Only I can request a device unlock on my account
BRP
(Billing Responsible Party)
Orders are not considered final until ________ have successfully been completed.
e-Signatures
Most common reason that a bill is higher than expected. Double Score if you can add other potential root cause of high bill (min of 3)
Past Due
Potential root causes of a troubleshooting issue
Network, Device and Account
We're helping customers join the Un-carrier by reimbursing them for device payment plans and service contracts (up to $650 per line) when they sign up on our best plans, complete a new voice line activation with port-in, and purchase a new phone. Double Score if you can list all the eligibility requirements
Carrier Freedom
The permission type that can view all line usage
PAH
(Primary Account Holder)
Program that offers qualified customers credit that can be used to lease devices for up to 18-months instead of purchasing a device at full-cost. Double score if you can add end of lease options
JUMP! On-Demand
(JOD)
It can impact the bill if it is back-dated o changed mid-cycle. This can cause a customer to have pro-rated credit or charge depending whether it was higher or lower than the original.
It's important to know where in the account to locate relevant information when troubleshooting. Locate missing feature/soc
Rate plan/features
You’ll receive a $50 Virtual Prepaid MasterCard for each new qualifying account you refer, and you can score up to $500 in a calendar year when you bring people over to T-Mobile.
Refer-a-Friend program
How can I update the payment method in my Customer's order?
Credit Card Update Tool or CCUT
Screen & LCD damage, Liquid damage, Find My iPhone & Anti-Theft enabled, Device can't turn on
Device condition checks
Customers are charged full ______ when their account is suspended for non-payment. They do not get a pro-rated credit for the time the account was suspended.
Full MRC
(Monthly Recurring Charges)
Should be used together to help provide a solution for the customer. Double Score if you can list align 1 spiel each from SDL
Probing questions and visual audits
Get the early termination fee from your existing Internet Service Provider (ISP) reimbursed when you activate a new Home, Small Business, or Business Internet line.
Internet Contract Freedom