BYOD
This is used in the BYOD Eligibility Check tool, to verify a device is compatible
What is the IMEI?
This plan bills customer based on data usage rather than a flat rate
What is BTG?
This department handles activation of new devices.
What is MAC (Mobile Activation Center)?
This template is used for verifiable credits of over $25 or refunds of any amount.
What is a credit / refund ticket?
This article is the Mobile Billing and Account Management Index Page.
What is GEN8353?
BYOD customers receive this type of card when they order service at no additional cost.
What are SIM cards?
This needs to be reviewed and accepted prior to activating.
What is Consent Capture?
This company is used to ship our mobile devices.
What is FedEx?
This ticket is required if a customer wants to take their device to another carrier.
What is an Unlock Device Ticket?
This is the company that handles insurance claims for customers with SMPP.
What is Assurant?
We do not offer this for BYOD devices, they will need to look for a third party vendor.
What is insurance/SMPP?
This starts when they activate their first line of Spectrum Mobile service, or seven days after their order has shipped
What is the billing cycle?
This is where you can find the tracking number for a shipped order.
What is the original order invoice in ridgeline or in Zendesk order found under wireless details?
This is the template used when the device and/or shipping package was damaged or lost.
What is the Fedex Claim ticket?
This allows customers to be self-sufficient and reduces the need for them to call back at a later date.
What is Promoting Self Service?
If a customer requests a BYOD cancel / refund within 14 days this type of form must be completed in addition to a #BYOD - Cancel / Refund Zendesk ticket.
What is a UCAN / Smartsheet?
These three pieces of information need to be confirmed with a customer for each line regardless of where they are in the Life Cycle.
What is Number, Status, and Rate Plan for each line?
This is where you can cancel a Spectrum Mobile order prior to the pending invoice being generated in Ridgeline and after the order is generated in the system.
What is the Pre-ship order cancellation Form?
This template is used to resend a label for an existing RMA when the customer has lost or deleted their first email.
What is a Return Shipping Label ticket?
Only retail stores can process this type of upgrade.
What is an early upgrade?
This EHH goes over carrier requirements to unlock a device and can be useful to provide while discussing BYOD orders with a customer.
What is EHH277?
This is the information that needs to be reviewed only if the customer is within 14 days of ordering their device.
What is; Auto Pay day and the last 4-digits of the credit card; Email Address and MDN for notifications; and Review the usage for BTG lines?
When an order has a pending or posted invoice in Ridgeline these are the three options we can provide to customer to cancel the order.
What is a Return to Sender, Refusing Delivery at the Door, and a RMA?
FedEx Claim tickets always require this type of ticket to be submitted alongside the #FED - FedEx Claim ticket, unless it has already been submitted previously.
What is a Blacklist Device Request?
Service needs to be active on an account for at least 60 days in addition to other requirements to do this.
What is unlocking a device?