Miscellaneous
Customer wants to purchase 1 line on Unlimited Intro and 1 line on Unlimited Plus. How much is their MRC?
$45 + $55 = $100, minus the $30 multi line discount. $70 monthly bill for CBM.
When will BYOD tablets be available to process?
Our product team is working on an enhancement that will allow customers to bring their own tablets for services. June 14, 2023!
False - can process as a New/New
Error Code "CYB-101" at checkout screen. What is it and what's the fix?
eSIM error - switch to Nano Sim, unless it's an iPhone 14 - then reach out to supervisor
True or False: Customers can mix and match unlimited data and shared data and still qualify for the multi line discount.
True
When will customers have the ability to choose between business and personal liability?
Our product team is working on the option to choose Business Liability or Personal Liability. August 2023
ECM is open 24/7
ECM's hours 9a-8p Eastern Time
Error Code "MBC-3000". What is it and what's the fix?
Customer does not have their MyAccount set up, have the customer set this up and proceed.
True or False: Tablets are treated the same as phones.
False, tablets also require the $10/month device fee
When will agents have the ability to sell by business and not location?
Coming soon is the ability to have an option of not only selling by location but also by business. Q3 2023
We are not able to process BYO Watches.
False. We can process BYO Watches for Apple and Android.
Error Code "MBC-7021". What is it and what's the fix?
Special characters in the business name - engage ECM to have them fix.
How many GB of hot spot data comes with Unlimited Premium?
15 GB of full speed 5G/4G, then 600 kbps
When can agents and customers ship devices/SIM to a different location than the business?
Our ops team is working to give availability for direct ship to retail. TBD
eSIM orders have to be processed separately.
eSIM and NANO SIM orders are now able to be processed in one transaction
XM360 shows: "Checkout is only enabled once their BI SOA is signed / completed and my account credentials are set up"
Check workbench for successful My Account shell creation. Once confirmed, relaunch 360 and proceed BAU
What's a brief summary for the New/New CBM Processing?
Build Order, Ensure CBM radio button is selected, Attach signed/simplified docs, Submit CBM order thru XM360, submit opportunity in BB, have customer set up My Account within 7 days (VERY important).
When will agents have the ability for an existing customer's PII without having to ask them for it?
The product team is working on an update, allowing sellers to see the customer's PII without having to ask them for it. 2nd half 2023
Verizon phones are not unlocked until the device is paid off.
False. Customer can contact Verizon after 30 days to discuss pay off after porting.
When saving billing information, the window becomes stuck (spinning circle). What's the fix?
Go back to the cart and proceed again. Other fix is switch from "agent entry" to "customer entry".