Account Support
Billing
Devices
Equipment Programs
Troubleshooting
100
Name 3 things an authorized user cannot do
What is add a PW, cancel a line, add another authorized user, change bill cycle, COR, activate new line.
100
IF i want my bill due on the 7th of every month, when would my cycle close?
What is the 14th
100
I have a Galaxy Note 4, how do i clear my browser history?
What is Internet 1.From any Home screen, tap Apps. 2.Tap Internet. 3.Tap the Menu key. 4.Tap Settings. 5.Tap Privacy. 6.Tap Delete personal data. 7.Select the Browsing history check box. 8.Tap Done. Chrome 1.From any Home screen, tap Apps. 2.Tap Chrome. 3.Tap the Menu key. 4.Tap Settings 5.Scroll to 'ADVANCED,' then tap Privacy. 6.Tap CLEAR BROWSING DATA at the bottom of the screen. 7.Select the Clear browsing history check box. 8.Tap Clear.
100
What equipment is not included in the Score program
What is Tablets, Mobile Internet, wearables, and accessories are not included.
100
I am using a G2 and my data is really slow. What TS flow would you follow? Please provide DOC
What is https://community.t-mobile.com/community/basic_troubleshooting#id_55002 https://community.t-mobile.com/docs/DOC-2744
200
When changing a mobile number, what are 3 exceptions to having the fee waived
What is Receiving harassing phone calls ◦Receiving repeat unwanted calls for previous mobile number user Exception: T-Mobile employees are not eligible for a waiver in this scenario. ◦Porting in a number to replace a current mobile number ◦Receiving an incorrect area code or exchange (NPA-NXX) during a previous mobile number change ◦Moving for work-related reasons (applies to T-Mobile employees only)
200
When setting up a POP, what should we NEVER advise our customer
What is ◦To call back as soon as the last POP/PA fails to setup another one. ◦To request credit for restore fees once the POP/PA fails if/when they callback. ◦They can have a two-part arrangement or EPS prior to transferring the call to FC
200
I have a Galaxy S5, what software is the most up to date?
What is •Android version 5.0 / G900TUVU1DOB1
200
•Customers purchasing at least $___ worth of accessories will be eligible to use EIP
What is $69.00
200
My phone keeps telling me i have a VM and i dont...? What TS Flow would you follow? please provide DOC number.
What is Voicemail notification indicator (MWI) will not turn off https://community.t-mobile.com/community/basic_troubleshooting#id_57344 https://community.t-mobile.com/docs/DOC-7413
300
When reading the COR script to your existing customer, how long is the "COR memo" good for?
What is 30 days
300
You just submitted a refund and selected to mail it to the customer, what is the time frame expectation you would provide your customer?
What is Advise customer the refund will be processed by T-Mobile in 1-2 business days. •Once approved the prepaid card should arrive in 7-10 business days. •This is an estimate only, which includes preparation of the card and mailing time.
300
How do i turn on Wifi calling on the iphone 5c?
What is 1.From the Home screen, tap Settings. 2.Tap Phone. 3.Tap Wi-Fi Calls. 4.Tap the slider next to Allow Wi-Fi Calls to turn Wi-Fi Calling on or off. Note: When connected to Wi-Fi Calling, the words T-Mobile Wi-Fi will appear next to the bars of signal.
300
what credit classes are not eligible for EIP?
What is •K, M, P •Q, S, T •U, X, Z
300
When TS what are 3 things we should never do unless policy tells us too?
What is Do not defer resolution by performing a master reset, a handset exchange, or filing a Trouble Ticket/Service Request until all other steps have been completed.
400
After updating a billing address, what must we educate our customer?
What is •The address change takes effect immediately. •If the current bill cycle has not closed, the next bill will be sent to your new address. •You can update the billing address using My T-Mobile or the SIVR. Exception: Not available for Business accounts •You will receive an SMS (single line account) or mailed letter at the former address (multiline account) notification of the change
400
Name 3 acceptable changes you can do while an account is delinquent
What is •Adding an Authorized User •Address change •Billing error corrections: If the delinquent charges are due to a billing error, make the requested account change in Samson •Cancellation •Change to the Can Be Reached (CBR) number •Customers may port their number back to T-Mobile if past due is paid minus any ETFs •Deceased customer account COR •Removal of corporate node •Some Business / Government accounts have different payment terms. Review the MCSA agreement before declining a request
400
How do i check the LDI on the Nexus 5?
What is 1.Remove the SIM card and tray to view the LDI listed below. 2.View the images to read the label:
400
Name 3 benefits of getting a New2U device?
What is •Great selection of devices at an affordable price •90 day warranty •PHP/MHP available on all NEW2U devices •EIP and JUMP! eligibility for select handsets •These previously-owned phones are thoroughly tested, repaired as necessary, and reset to T-Mobile's approved standards. Only phones in excellent physical condition with no noticeable scratches on the screen are offered for sale.
400
i have a msg on my phone that says ERROR: "invalid SIM card" What flow would you follow? What DOC?
What is Error: 'Invalid SIM Card' https://community.t-mobile.com/community/basic_troubleshooting#id_56335 https://community.t-mobile.com/docs/DOC-5757
500
When scheduling callbacks with our customers, what hours should we be calling them back? from __ to __ and what time zone?
What is 8am to 9pm in the customers time zone
500
Changes to easy pay must be made ___ days before the __ __ __ to take effect
What is 5 days before the bill due date
500
I have a LG G3, how do i turn on switch from 2G to 4G?
What is 1.From any Home screen, tap Apps. 2.Tap Settings. 3.Scroll to 'NETWORK CONNECTIONS,' then tap More networks. 4.Tap Mobile networks. 5.Tap Network mode. 6.Tap one of the following desired band settings: •LTE / WCDMA / GSM (auto connect) (LTE setting) •WCDMA / GSM (auto connect) •WCDMA only •GSM only (2G only setting)
500
Your customer would like to make a EIP payment, show me the document that will show you step by step how to do that.
What is https://community.t-mobile.com/docs/DOC-81443
500
My phone is randomly powering off. it is a G3, what flow would you start with?
What is https://community.t-mobile.com/docs/DOC-30121
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