Offers
Permissions
Troubleshooting
Discounts
Plans / Account Changes
100
Trade in a device, purchase a new device, submit final bill, and wait for 6-8 weeks. DOC-422628
What are the requirements for carrier freedom?
100
https://c2.t-mobile.com/docs/DOC-423651 Primary Account Holder(pah) Full Access Standard Access Restricted Access
What are the different permission levels for My T-Mobile.com?
100
https://c2.t-mobile.com/docs/DOC-420776 - These settings are automatically set to the correct values with the Carrier Update when a T-Mobile SIM is inserted and cannot be changed. To ensure you have the correct settings, reset your network settings.
How do you reset the APN on an Apple iPhone 6 Plus?
100
https://c2.t-mobile.com/docs/DOC-424854 No not eligible.
Does a Military service member qualify for a discount on T-Mobile One?
100
https://c2.t-mobile.com/docs/DOC-423651
What things can a PAH or BRP(Billing responsible party) do on an account?
200
Device payment plan minus the trade-in value equals the amount reimbursed on the prepaid MasterCard card / Virtual Card. For example, EIP payoff balance $500 - $250 trade in = $250 on a prepaid MasterCard card / Virtual Card. https://c2.t-mobile.com/docs/DOC-422628
How does carrier freedom break down? ex. customer received less than their final bill.
200
https://c2.t-mobile.com/docs/DOC-420140 - Details within.
What does a customer have to do to register as PAH?
200
Check Signal strength to make sure it is at least 2 bars.
What is the first step when a customer states they are having signal issues?
200
No - https://c2.t-mobile.com/docs/DOC-416193 please review
Do customer on Simple Choice qualify for a discount with autopay?
200
https://c2.t-mobile.com/docs/DOC-431691 - Unlimited 4G LTE device data 10GB 4G LTE Smartphone Mobile Hotspot (3G speeds after that) Unlimited HD video streaming (must be activated via T-Mobile app or My T-Mobile) 2X faster Simple Global data roaming (up to 256kbps) Gogo in-flight 1 hour (unlimited flights) Limited domestic data roaming
What features are included in the T-Mobile One Plus promotion?
300
https://c2.t-mobile.com/docs/DOC-431815 Free Add-A-Line: This One’s On Us!
What was the most recent free add a line promotion?
300
No - https://c2.t-mobile.com/docs/DOC-423651 Please Review Table.
Can a standard access user change another lines data on the account?
300
https://c2.t-mobile.com/docs/DOC-415239 - From the top of Grand Central, click Tools > SIM Status. Enter the 19-digit SIM card number, and click the Search icon. View the SIM status. If the status is Aging, click the Change Status to Available button.
How do you check a SIM's status if it has been de-activated? (SIM Reuse)
300
https://c2.t-mobile.com/docs/DOC-422203 - A $25.00 reward card every time the customer upgrades a device or buys a new phone.
What is the advantage discount?
300
https://c2.t-mobile.com/docs/DOC-432408 - Log in to My T-Mobile. Select Phone on the top menu bar. Select Trade-in status. Select Track Item or Print shipping label for the trade-in phone.
How does a customer initiate a trade in on MyT-Mobile.com?
400
https://c2.t-mobile.com/docs/DOC-431758 - 30 Days
How many days did customer have to change to a qualifying plan? What type of plan? This is for the 2017 Q1 Apple Trade in Offer
400
No - https://c2.t-mobile.com/docs/DOC-423651 review table
Can a standard access user add a new line through our Messaging Service?
400
https://c2.t-mobile.com/docs/DOC-419855 - Follow standard troubleshooting processes in Grand Central to try to resolve device issues prior to processing any exchanges.
What is required prior to performing a Warranty Exchange?
400
https://c2.t-mobile.com/docs/DOC-424854 - $5 credit per T-Mobile ONE line (Voice, Tablet and Wearable), up to 8 lines ($40 max credit).
How many lines on T-Mobile One qualify for the $5.00 discount before it stops applying?
400
General Care - https://c2.t-mobile.com/docs/DOC-415125
What department do you transfer to for a SIM card change?
500
https://c2.t-mobile.com/docs/DOC-426168 Sign up for or have a T-Mobile ONE, Simple Choice, and qualified Select Choice pla
What plans were eligible for the Friends and Family AAL offer last November(2016)
500
https://c2.t-mobile.com/docs/DOC-421989 - Yes.
Is a FULL Access user the equivalent an Authorized user when reviewing the Messaging Verification policy?
500
https://c2.t-mobile.com/docs/DOC-421053 - Warranty or Extended Warranty exchanges that do no meet warranty guidelines. Devices with liquid or physical damage. Void sticker or seal has been compromised. Evidence of devices being opened.
What is an out of warranty fee and why is it important for the customer experience?
500
https://c2.t-mobile.com/docs/DOC-422203 - Generally NO unless their corporate policy states they will receive the discount after 2014. https://streamline.t-mobile.com/queries/mcsa_gsa.aspx
Do customers on Simple Choice(Legacy) plans receive a percentile discount?(MCSA Keyword)
500
30 Days - https://c2.t-mobile.com/docs/DOC-415528
When a COR(Change of Responsibility) is authorized by a customer how long does the authorization last?
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