ABC's
The "A" represents this account activity.
What is "Activations"?
Get the
1. whole error message;
2. email used for the initial user;
3. database name(s); and
4. when they tried creating it.
What to do when the customer is having database registration issues.
Register a database and add an Active device to the database.
What 2 steps do customers need to do for the welcome email to be sent out?
24 hour wait from the time T-Mobile activates the sim.
How long does it take for a SIM to activate for the GO Device?
Paid items from this place are hidden from T Mobile customers.
What is the Marketplace?
The phone number used when redirecting an account question to T Mobile.
What is 1-800 375 1126 or dial 611 on a T-Mobile phone?
If you can't log in to the customer database, the database is either deprecated or there was a registration error.
What is reach out to Technical Support so they can escalate the case?
This team can check to see if a database was deprecated.
Who is Technical Support?
A customer’s SIM/IMEI does not show as active in T-Mobile’s system.
When should the authorized account holder call T-Mobile at 1-800-375-1126 and indicate which line of service they would like the device activated on?
A 24 hour wait from the time for the sim card.
How long does it take for a SIM to activate for the GO Device?
The "B" represents this account activity.
What is "billing"?
A last resort for a registration issue.
What is create the database for the customer using my own MyAdmin user credentials (MyAdmin username/password with two-factor) and add the customer as a basic user using "Force Password Change" once the database is created?
What you do when you can't login to a T Mobile database and it isn't deprecated.
What is escalate the ticket up?
This happens when the telematics is not inserted properly or has lost cellular connection. It can happen if the device is not properly inserted (e.g., the pins do not line up) or if the device is defective.
What is "Device not Communicating" or "Device Connection Loss"?
Fill out a Lead Inquiry form and tag Jerry Leatherman in the case chatter box.
What do I do when a Reseller is requesting a demo session for a potential customer?
Customers will have to reach out to T-Mobile to have this terminal activity done.
What are "cancellations"?
Open GMS -> click Support --> MY Servers --> Registrations --> type the database name and hit Search.
What steps do I follow to check if the database was registered?
The database is not created and no email has been sent but the user was created.
What is activate the user in myAdmin after reaching out to a lead or above?
GMS > Support > My Servers > Registrations
What is an internal tool to check to see what’s happening with a database?
Drive App
DNC
HOS
Database issues
What are examples of product issues Customer Support handles for T Mobile customers.
The first question to ask when you learn the customer is calling with an account question.
Can I transfer you?
Try doing this incognito.
What is clearing the cache when trying to get the link in a welcome email to work?
A T Mobile customer receives an email from Distro: USATraining@geotab.com.
How do T-Mobile customers get training?
This identifying information can be found in Device Admin on MyAdmin using the ERP TMOB04.
What is the IMEI/SIM number for a GO device?
Ask this when there is a change in plan and the change doesn't match what is in MyAdmin.
Has it been 48 hours since the plan change?