Authentication and Account Management
How to look for customers account?
PTN, Account Number, and Device ESN
What is the default plan or the pre-activated plan for all new ASW Customers?
Holding Plan or AWX2
How to handle a customer that recieved a Pending Term Letter Notification.
Advise that these were sent due to the fact these customers are receiving free ASW Service, but we are unable to verify their eligibility for the service.
Advise that they will receive another letter explaining that their service will be turned off on a specific date (may vary in every letter).
Inform customer that they can get the service again and reapply once account is removed or cancel the existing account to reapply immediately.
ESN Swap: What to click in 360 view to activate the device?
IMEI
One step in troubleshooting is to check the network coverage of the customer in Grand Central lite, how can you access GCL in Edge biller?
Edge Biller Menu > General > Grand Central Lite
What are the authentication process?
OTP
PIN or Security Question
Solix Authentication ( Account Name , Service Address and Last 4 digit of SSN)
For customer Removed from ACP - Removal reason (Transfer benefit from another carrier). What should I do?
A call from a customer reporting issue applying in Assurance Wireless website. How to handle this?
For all states except California and Texas they must process the pre-qualification through National Verifier via "www.getinternet.gov".
In case you may receive a call from a customer applying from California and Texas, you may refer them to their respective state PUC.
Once customers have completed the Pre-qualification process to the National Verifier website, they may now proceed by calling Customer Care hotline 888-321-58880 for assistance.
"I just received my Sim card yesterday and was able to put in on Sim Card compartment, but phone still doesn't work". In activating a Sim card, what to click in Edge billing system?
Sim card number
If the customer's device is within the warranty and requested for a replacement, the customer must pay how much?
$59.99
Tell me how to process PTN change
1. Authenticate
2. CB #
3. Check the account ( only 3x a year, and only one PTN change a year)
4. Set expectations for the number change and Voice mail password changes
4. Test Call
Choose the correct and updated process for Paid Plans
A. All Assurance Wireless customers who subscribed in Paid Plans that is charged $0.83 cents per Month and no usage requirement.
B. All Assurance Wireless customers who subscribed in Paid Plans that is charged $0.83 cents per Month is no longer exempted from usage requirements policy.
C. All Assurance Wireless customers who subscribed in Paid Plans that is charged $0.83 cents per Month and with unlimited hotspot access.
B. All Assurance Wireless customers who subscribed in Paid Plans that is charged $0.83 cents per Month is no longer exempted from usage requirements policy.
" I added money last week for my calls through the website, It's $30 however I can't make calls now" In which particular part of Edge billing tool you may check the accuracy of usage?
Usage History
The Free phone promotion wherein customers in Lost/Stolen Status are receiving e-mail or letter offering a free replacement.It was ended last August 2023.What should I do?
Advise the customer that this promo is no longer active as it ended last 8/18/2023. I'll advise the customer the process of getting a replacement device.
What to tell to your customer before performing Master reset?
We've exhausted all basic troubleshooting, and now we must perform a master reset. This will remove all files that you've saved on your device. But in performing master reset this will improve your phone speed and makes expressions like it is a brand-new phone again.
When processing payment using Debit or Credit Cards. Customer on the line with an agent entered the account number incorrectly based on the automated system and just preferred to provide the account number verbally. What should I do?
Advise the caller that they have entered the account number incorrectly and they need to reset the card number by pressing (*) Asterisk sign. Once it is reset, advise the caller to enter it again using the dial pad followed by a pound sign (#)
What will happen to ACP+LL Plan Customers if they are not qualified for ACP.
Account will be removed to ACP and will be converted to LL Plan.
Sophia failed to return her old device upon activation of her replacement phone for over 15 days from now. What will happen on Sophia's account?
Suspended
In Performing ESN Swap. What are the information I need to obtain after authentication.
Make sure customer is not using the ASW device
Obtain the IMEI and ICCID.
Select the best response: The customer is currently in an area that is experiencing modernization and no further action is available.
A. “I see there’s modernization actively taking place in your area, which is exciting because it means you’ll soon be able to take advantage of the newer & faster network technologies that are being added in this process! Temporarily, you may experience slower data speeds or dropped calls when the maintenance is taking place. Normal service will resume when the work is complete, which is estimated to be in about three to four weeks from now. Until then, you’re able to reduce service challenges by taking advantage of Wi-Fi & Wi-Fi Calling.”
B. “I see there’s modernization actively taking place in your area, which is exciting because it means you’ll soon be able to take advantage of the newer & faster network technologies that are being added in this process! Temporarily, you may experience slower data speeds or dropped calls when the maintenance is taking place. Normal service will resume when the work is complete, which is estimated to be in about 2 hours from now. Until then, you’re able to reduce service challenges by taking advantage of Wi-Fi & Wi-Fi Calling.”
A. “I see there’s modernization actively taking place in your area, which is exciting because it means you’ll soon be able to take advantage of the newer & faster network technologies that are being added in this process! Temporarily, you may experience slower data speeds or dropped calls when the maintenance is taking place. Normal service will resume when the work is complete, which is estimated to be in about three to four weeks from now. Until then, you’re able to reduce service challenges by taking advantage of Wi-Fi & Wi-Fi Calling.”
For Account Access: Authentication. Customer called in due to the reason that his device won't work. How will I authenticate the edge account.
A. I will get the PTN of the customer, followed by his name and the registered name on the account. I have to enable the toggle to can't receive OTP. Put my name in and select the reason: Broken Device. I will be asking the customer for the account's 6-digit PIN. If the first PIN fails to access the account, I'll be asking for another PIN. But If the PIN still didn't work during the second attempt. I'll proceed asking the security question. If the first attempt didn't work, I'll ask for another security answer. But if the security answer still didn't match, I will access the Solix details of the customer and ask for the following: Account Name, complete service address and the Last 4-digit of SSN. Once verified, I'll proceed clicking Skip Authentication, then select Technical Support.
B. I will get the PTN of the customer followed by his name and registered name on the customer. I need to confirm that the device cannot receive OTP. I need to confirm what specific issue that the device is not working. Once I have to enable to toggle can't receive OTP. Put my name and select the reason: Broken Device. I will be asking the customer the account 6-digit PIN. If the first PIN failed to access the account, I'll be asking for another PIN. But If the PIN still didn't work during the second attempt. I'll proceed asking for the security question. If the first attempt didn't work, I'll ask for another security answer. But if the security answer still didn't match, I'll access the Solix details of the customer and ask for the following: Account Name, complete service address and the Last 4-digit of SSN. Once verified, I'll proceed clicking Skip Authentication, then select Technical Support.
B. I will get the PTN of the customer followed by his name and registered name on the customer. I need to confirm that the device cannot receive OTP. I need to confirm what specific issue that the device is not working. Once I have to enable to toggle can't receive OTP. Put my name and select the reason: Broken Device. I will be asking the customer the account 6-digit PIN. If the first PIN failed to access the account, I'll be asking for another PIN. But If the PIN still didn't work during the second attempt. I'll proceed asking for the security question. If the first attempt didn't work, I'll ask for another security answer. But if the security answer still didn't match, I'll access the Solix details of the customer and ask for the following: Account Name, complete service address and the Last 4-digit of SSN. Once verified, I'll proceed clicking Skip Authentication, then select Technical Support.
What Easicare tool do we need to open in order for us to check the updates like for ASW New Plans and Promotional devices?
Prepaid Info Tool
What should I do? Scenario: Customer calls in to change his address as he is expecting to get a replacement phone, but the order was declined as the shipping address or service address of the customer is no longer updated. Account was authenticated via Solix/ Bypass Authentication.
Create case for Authentication "Address Change" and advise the caller that they have to send the proof of address to AWBO@T-Mobile.com
What is the provisioning Script we need to share when performing esn swap activation.
Congratulations! That your service is now activated. Please be advised that we have 15 mins to 2 hours for the provisioning of activation. But the good thing about this is you are now part of T-Mobile Service. And you’ll experience the best service in ASW.
You've exhausted all troubleshooting steps, but the device of the customer is still not working. What are the next steps to follow to assist the customer.
1. Check the warranty
2. Advise the amount
3. Process Payment
4. Create Case - Purchase device
5. Advise the reference number and the shipping timeframe.