Billing Inquiries
When is my next payment due?
At the top of all tabs except lines & data and Orders & Returns.
I just paid off my phone that I've had for the last year, can I unlock it?
2. Devices-> Line-> Unlock if hyperlink is blue
I want to make an early payment myself and not have to call can you tell me how to do that?
2. Billing tab of the app and select manual one time payment
Where can I find our support Links?
Hyper link icon on the right side of SM360
What are the copilot articles I can use to reference authentication for AH and AU's
GEN7672 and HOW5772
When am I going to have my services turned off?
Day 32 of the billing cycle.
I'm on btg now and want to change my data plan this month and change it back next month, how does that work?
1. Upgrade for the $31 fee
2. You must remain on the unlimited for a full billing cycle (meaning the remainder of this one and the full next)
I need help setting up the wifi hotspots do you have something you can send me so I don't forget?
EHH224 Connecting to Spectrum WiFi Hotspots -email helpful hint
How many times a customer can upgrade and downgrade their service plan per billing cycle
They can upgrade twice but only down grade once
What can I find on Copilot article: GEN8404?
Mobile 2.0 landing index page.
I want to remove all cards but mine on the account.
1. Arm statement
2. Probing Questions
2.Billing Tab-> Payment Method->Manage payments->3 dots-> Delete payment methods
I want to suspend my device for a month, what do I need to do?
1. Arm
2. Probing Questions
3. Lines and Data-> Line-> Suspend
4. Educate customer on reactivation charge and that they need to call back to reactivate.
How do I pay for my device without calling?
1. ARM
2. Devices tab of the app and make additional payments
Can Customers suspend their lines on the app?
No, they have to call us
Where can I find the steps to change payment methods?
HOW6658
I need to update my card
1. ARM
2. Billing->Payment Methods-> Manage payment methods->3 dots-> Edit payment method details
I want to confirm my trade in and know when I can expect to see it on my bill, can you check?
1. Arm
2. SM360-> Hyper Link Icon-> Assurant Trade in portal
I need help understanding my billing cycle, if I sign up for the app and website will it tell me?
1. ARM
2. Yes, as you set up the app and website there is a welcome page to get you started.
I want to deactivate my entire account
1. Arm
2. Transfer to retention
I forgot how to change data plans, where can I look?
HOW6611
I don't know how to look at my overages for the last few months and what I'm spending. I need help what do I do, how much do I owe, and how does it all work?
1. ARM Statement
2. probing questions
3.Overages are located in Data and Lines
4. Billing Tab and view current cycle and billing history
Daily Double Bonus: Educate on how to use the self service
I want to exchange my phone I got 3 months ago, can you help me?
1. ARM
2. Outside of the 14 days
3. Educate the customer on options (Early Upgrade or Pay off in full, unlock, upgrade, sell privately)
I can send these to the customer to help them as needed
EHH
What are things we can't do ourselves in SM360?
1. Refund
2. Suspend Auto Pay
3. Set Hotline grace period
I need help remembering how to fill out my UCM ticket.
HOW6347