What's in a HOW?
This how doc states that a customer can't have two lines on a single device.
HOW21175 What are SIMs, and how do they work?
You can search this in Celestial to view current mobile promotions.
Deals18
What TechSpot Ticket Type would you select:
Stuck BPM order where line is active on the network
What is Order Management / Stuck Order / BPM complete
Network Issue Troubleshooting
Yes, resolve! Send coaching on the correct escalation path during dispositioning.
What is the ICCID Information card
"If a customer is adding a new line and the total price of their purchase is higher than their DPP balance, they will be required to make an advance DPP payment: A one-time, upfront payment equal to the difference between their DPP balance and the total purchase price. " can be found in this how doc.
HOW22264 Xfinity Mobile down payments and advance device payment plan (DPP) overview
This happens when the customer has ACP codes in CSG
All promos that are core based will not add.
What TechSpot Ticket Type would you select:
EID is missing on the network
What is Line Issues and Management / Other / Update line in DMD
An agent mistyped MDN on a port
Yes, resolve!
What is the process for updating an IMEI in the Network Tool?
Have customer unlock phone number, choose "change device" option (or deactivate, then edit when you restore!), click submit, search to make sure the changes are reflecting
This is the best HOW doc for eSIM activation issues
What is HOW21239: eSIM activation support
What tools can you check the status a TIPs promos?
Trade-In Lookup (XiSCO/Assurant portal) and XM360 (The devices tab and Account Overview)
True or False: An eSIM iPh 14 gets a BYO700 error message in the buyflow. Is this an inventory/update in DMD ticket?
What is False
Line to Line Transfer Requests
Provide guidance on the correct escalation path.
What changes require the customer to unlock their number?
Deactivation, restoration, MDN/SIM/Device change, MDN swap complications
HOW for number Lock?
HOW22307
What disqualifies a customer from the free unlimited line for a year?
BOGO & BYOD promos
After troubleshooting is complete for network issues, who needs to be contacted before creating a TechSpot?
What is a Verizon chat
NDEL/BYONDEL Replacement
Self service/Retail
Are we able to add watches in the Network Tool? If so, how?
Yes, pull up the host line and under actions you can click add wearable.
If a customer moves and the eligibility does not move with them we direct them to this document
What is POL20018: Xfinity Mobile credit screening policy
What steps do customers need to take to qualify for the device plan payout? (BYOD)
True or False: A TechSpot ticket can resume a DPP that has been accelerated and cannot be decelerated in CRM
What is False
Assurant or Apple replacement
Yes, resolve!
What changes do NOT require the customer to unlock number?
Feature changes and troubleshoot network alignment issues.