Forms
When do you escalate a refund form ?
For double payments and if the device is not compatible
Which IOS is the minimum one required to work with us?
IOS 15.3.1
How long does it take for a port out to be completed?
2-24 hrs
What ild stands for?
International long distance calls.
What is a troubleshoot?
It is to discover why something does not work and help to solve it.
CDR request takes 48 business hours to be responded
False, it could take up to 72 bh
False, from XR or newer
In order to provide this info to the caller, do you confirm ownership?
Yes, i do. I must confirm
How do you know the charges to an specific country on the website?
Why h2o/international calls/type the country and choose the plan.
If the cust has slow speed data because he already consumed the fast speed, do you troubleshoot the mdn?
No, i dont, I just informed him/her the fast speed was used up, they must add a top up.
How long does it take an eccom request?
2 to 24 bh
How can u get the imei and eid on an iphone?
Go to settings/General/about/ over there u get the info.
How do you confirm ownership when the cust request the port out info?
First, they must provide the access security pin (6 digits) then 3 outbound calls, if they do not provide that they must provide the imei #, email linked to the online account/mdn, last 4 cc/zc and payment method/plan, activation date and iccid #.
If the cust cannot make int calls, what should you do?
Ask which country the cust wish to call, how they dial, how many numbers they dial, what error message they get and since when they have that issue.
What is the difference between resetting the VM and the VM PIN?
The VM the cust will lose all the messages saved and the VM pin you must confirm ownership, and they only lose the password.
What info should you include in a reward escalation from the referree?
MDN, email, order #, coupon code and name.
In order to switch to esim on iphones you need these:
1- confirm the device is unlocked
2- get the imei # 1 and update it on CRM
3- get the eid
What questions are on the port out survey? How do you provide the account # and pin to the caller?
1- The reason to leave us and the carrier they are going to. 2- The account # is sent via sms and the pin is provided verbally (last 4 of the sim)
What troubleshoots have to be performed on the mdn?
Reset ild without and with the check mark, send OTA, suspend the account for a few minutes and ask the cust to restart the device for a few minutes and then try.
Name a few troubleshoot please.
Send ota, reset features, suspend the account, ask probing questions, check the sim in CRM, restart the device, put it in airplane mode.
What 2 scenarios will you escalate a pending form?
when the cust lost the balance on pay as u go or when there is no service
What is the bundle?
Sim 2021 or newer, IOS 15.3.1, carrier "Pure talk' and no profile installed.
If the cust paid the bill and is leaving the company, can he/she get a refund? What is the option to release the number on CRM? If the cust is leaving and has auto pay active, what should you do?
1- no he/she does not.
2- Respond to port out
3- Deactivate or cancel auto pay
What is the difference between ILD and roaming?
Ild is to call outside the USA to a list of countries. Roaming is when the cust is outside the USA and wants to use the service while there.
If the cust has signal issues, there is not service and you have already done all the troubleshoots and the issue persist, what is next?
Escalate a pending form with the address of the cust and explain the issue.