General
If a user signs on to an unsupported device, they’ll get what error message?
“Account access only.”
True or False: We cater to the customer's request for changing their phone number just because they don't like the number assigned to them.
False.
_______ puts a user's data or service on hold for up to 90 days.
Pause or Account Hold
What is considered an “Additional Service” on a billing statement?
a. Calls and Text
b. Data allowance
c. Device payment
d. Play store purchase
c. Device payment
How often can users switch plans?
You can request a change in your billing plan as many times as you want.
True or False: Inactive devices that don’t have financing or device protection won’t be displayed in the devices list.
True
Porting a landline number usually takes up to 2 business days, but with T Mobile, they categorize each ports into 2, what are those? (2 points)
True or False: As agents, we can pause the customer's Google Fi service on their behalf.
False. User must do it themselves.
Angus chooses to finance a new device when they trade in their old phone. The trade-in balance applies to their Fi account as:
Fi Bill Credit
What workflow will you use if the customer is getting the notification “Contact support to get service” ?
Fi Connectivity Workflow
Google Fi only supports eSIM on which iPhone devices? (2 points)
iPhone 14 and 15
Where do agents see the porting status of a user?
Fi tool
What are the 5 account states: (2 points)
Active, Delinquent, Partially Suspended, Suspended, Terminated
(2 points) How long does international roaming work for Fi users?
up to 90 days
A customer asks about a promotion that just ended. How can you determine if the promotion is still available for redemption?
Use Promotion Primary Guide to check the end date of a promo
What is the reason why a user would receive this kind of error message? "Replace SIM Card or go to SIM card replacements. To get Google Fi service on this device, first remove the current SIM card and replace it with one supported by this device."
They are using an older version or v1 physical sim card
What do we need to file if the customer receives an "Action Required" error message during porting?
WSP ticket
How does the customer change their payment method?
Add the new credit/debit card first before removing the old one
For configuring MMS on IOS, if the activation was unsuccessful what is the notification that the user will receive?
"Oops, it looks like you're not getting all your photo & video texts. Go to https://fi.google.com/mms/fix and we'll help you fix the issue."
How do we verify if the customer claims that they are an active military or state department employee?
After asking the customer to make a Google Fi account, ask them to verify by going to this link goo.gle/fi-sheerid
What troubleshooting steps do we provide to the customer to if the activation is successful but they have no connectivity?
When do we get the following error messages?
“6B – Fraud Protection - Customer must OK port”
“6B – Customer Action Required (see Remarks)”
If there is an error porting from AT&T
Users with closed accounts can remove their payment method with the steps in which KB:
Manage your payment info
True or False: Your full-speed data limit depends on the type of plan you have and increases the more members you have in your group plan.
False. Full-speed data limit indeed depends on the type of plan but is totally independent to number of group plan members.