With this signature move, all T-Mobile customers can stream video optimized for mobile viewing, and may be eligible for extra perks like free video streaming and video provider discounts.
What is Binge On?
100
This suspension has a maximum of two 90-day periods within 12 months, not to exceed 180 days per year.
What is Seasonal Suspend?
100
This T-Mobile ONE bill credit provides a $5 discount per line, on up to 8 lines, for customers on eligible plans with this payment method set up.
What is Auto Pay?
100
This type of adjustment is a promise made to a customer by a representative to resolve or rectify an issue that was not fulfilled on the original call, or in a scheduled follow-up.
What is a previous promise?
100
This type of call requires this script: "I'm unable to hear you. If you can hear me, call back at 1-800-937-8997 or 611 (Care)."
What is a Dead Air/Garbled Call?
200
This signature move makes streaming music truly free and unlimited from your favorite services like Pandora, iHeartRadio, iTunes and Spotify. Listen without limits, data charges do not apply, and included on every Simple Choice Line.
What is Music Freedom?
200
This type of suspension is usually system-generated and placed on newly activated lines when equipment for the new line is on back-order.
What is a Temporary Suspension?
200
This T-Mobile ONE add on provides customers with unlimited 4G LTE device data and Smartphone Mobile Hotspot, HD streaming capability and 2X faster data roaming with Simple Global plus extra benefits like Stateside International Talk for voice lines.
What is One Plus International Add on?
200
This type of adjustment is for non-T-Mobile errors only when a customer has been inconvenienced as a last resort to retain loyalty.
What is a previous promise adjustment?
200
This metric measures time, in seconds, speaking with a customer; AND allows this behavior to be tracked from CSR-level. This measurement feeds into other metrics as all other metrics are measured on percent of calls taken.
What is CRT/AHT?
300
This Un-Carrier signature move lets customers use their existing home Wi-Fi network for in-home coverage.
What is Wi-Fi Cell Spot Router
300
When dealing with this type of suspension, CSR(s) must follow Special Instructions and memos left to help customers.
What is Suspected Fraud?
300
Certain features are not eligible and will be removed upon switching to T-Mobile ONE.
What is Grandfathered Features?
300
Should a customer have any port in delays, you should use this adjustment code to correct any charges.
What is PORT?
300
A customer callback (for the same subscriber number) for any reason, within 48 hours of a prior call.
What is iOCR?
400
With this signature move customers can carry forward up to 20 GB of unused high-speed stashed data month to month at no additional charge
What is Data Stash?
400
With this suspension type, you're responsible for any usage on the line before reported EXCEPT California customers.
What is a Lost/Stolen suspension?
400
This add on provides customers with unlimited 4G LTE device data, HD streaming capability, 10GB of 4G LTE Smartphone Mobile Hotspot; it is a non-prorated service. When added, the full feature charge is billed monthly.
What is ONE plus add on?
400
In order to determine whether a customer is eligible for an adjustment, these are the 3 items we must review.
What is Adjustment History, Payment History, Tenure?
400
Information that can be used to identify, contact, or locate a person.
What is PII? (Personal Identifiable Information)
500
This Un-Carrier move will reimburse customers the full amount of any remaining device payments via a trade-in credit and prepaid card.
What is Carrier Freedom?
500
When suspended for lost/stolen, the MRC is still charged for ________, _________, or ___________.
What is What is rate plans, features, or associated taxes?
500
You must reach out to them if a customer insists on returning to their previous plan after changing to our T-Mobile ONE tax inclusive plan.
What is your Senior Rep or Coach?
500
This occurs when a customer is continuously requesting credit for valid charges.
What is Adjustment Abuse?
500
This is required when adding a new security password or PIN or changing a forgotten security password or PIN?