G1 & YTP
How much refunds can we provide to customer who forgot to cancel YTP?
$13.99
The customer is charged for YTP even though their plan is Simply Unlimited Plus Plan.
-Confirm if the customer cancelled the YTP before the 6-month free subscription
-File a bug to cancel YTP
-Refund $13.99
True or False:
Data-only SIMs can be used on Fi4G.
False
True or False:
The data usage in the Phone settings should be lower than the app or website for data Spike.
True
What button should we use to remove the ineligibility of the user for Google One?
Clear G1 Ineligibility Reason
How many days will the Port-Out parameters be sent to the user via Snail Mail?
5-7 days
The customer reported a data Spike issue and upon checking, the data Spike is from YouTube.
Educate to contact YouTube.
What Buttons should we use to restore the customer's full-speed data?
Unthrottle User
True or False:
We need to gather a bug report to file a bug if the user has stated that the Wi-Fi connection is working correctly but he/she is still being charged for data.
True
How much refunds should we provide to Google One user who wishes to avail the free 100GB storage?
No refunds but we can provide $20 credit.
The admin of the workspace email deleted the email of his member. Provide your resolution.
Inform the T1 agent that the customer needs to contact the admin to recover teh deleted email.
True or False:
If the Googler has issues activation, we will file a bug.
False. We will refer them to go/cellops
When can we consider that the issue is a data Spike?
If the data usage is greater than 2GB
Where can we check the eligibility for G1 and YTP of the customers?
Fi Buttons > Get Subscription Bundle Eligibility
If the user attempeted to recover the account but failed multiple times due to 2FA, what should we offer?
Snail Mail Process
The user unintentionally enables full speed data and wants a refund. What should we do?
Educate T1 agent that the data speed cannot be slowed again and they will be billed $10/GB usage.
Inform T1 to perform all the preventive measures.
What should the customer do if they want to restore faster data and return to paying $10/GB?
They must pay their bill.
Where do we ask for the data consumption of the customer to confirm the data usage in the phone settings, Fi app, and Fi website?
WSP
Customers are eligible for Free YTP with Unlimited Plus Plan if they didn't use YTP even if they already started or claimed the subscription.
No. They are not eligible since they have already claimed it even if they didn't use YouTube.
What if the user cannot verify the Card-on-file information, what is our next step?
The customer's data is slowed back after paying for the full speed data $10/GB. What should we do?
Check if this is about connectivity issue.
Confirm the usage of the customer. If it goes over the threshold, then the customer needs to pay in advance so that we can unthrottle it.
What should we do if the customer's account is in Delinquent and has a pending payment; he wants to return to full-speed data.
Educate the T1 agent that the customer needs to pay first.
What should we do if the user reports a data Spike issue?
Confirm that user has done all preventive measures
Data Spike is greater than 2GB
File a ticket to WSP
File a bug