SHARED UPGRADES
WHAT IS A SHARED UPGRADE ?
Shared Upgrade functionality enables an upgrade on a non-eligible number using the upgrade eligibility of another number on the same account.
WHEN SHOULD THE T&C Web Acceptance/Activation BE ACCEPTED IN ORDER FOR A CUSTOMER TO BE ABLE TO USE THEIR DEVICE ? *67183
Direct fulfillment equipment orders require the terms and conditions (T&Cs) to be accepted prior to a customer being able to use their device.
What is an expired or grandfathered rate plan?
When AT&T adds new plans or features to meet changing customer needs, older rate plans and features they replace are expired and become "grandfathered".
WHAT DOES AWI STAND FOR ?
AT&T Wireless Internet
HOW MANY DAYS DO A CUSTOMER HAVE TO RETURN THEIR DEFECTIVE DEVICE AFTER RECIVING THERE REPLACEMENTS ?
10 DAYS
What is the benefit of a shared upgrade?
The customer can upgrade without having to pay the early upgrade fee and the original service commitments and agreements are adopted by the donor.
WHAT NUMBER CAN A CUSTOMER CALL TO ACTIVATE THEIR NEW SIM/IMIE? *97245
(866.895.1092)
CAN ANYBODY GET ON A GRANDFATHER PLAN AND WHO CAN WE OFFER IT TO?
Grandfathered rate plans/features are no longer available to provision on customer accounts.
WHAT IS AT&T WIRELESS INTERNET ?
is a low-cost home phone solution with the added benefit of AT&T Internet on the nation's most reliable 4G LTE network
IF THE DEVICE IS NOT RECEIVED WITHIN 35 DAY OF THE REPLACEMENT DEVICE SHIP DATE WHAT WILL THE CUSTOMER BE CHARGED WITH ?
a non-return fee
Can a customer do a shared upgrade as often as they want to?
Whenever a line on the account becomes upgrade-eligible, the customer can use that upgrade on another line that isn't upgrade-eligible.
If there are multiple devices on the same order that require T&C acceptance, does the customer receive multiple emails? *178371
No. The customer receives one email with a link that allows the customer to accept T&Cs for multiple devices.
IF A CUSTOMER REQUEST TO GO BACK TO A GRANDFATHER PLAN CAN WE PUT THEM BACK IN THAT PLAN?
YES IF IT IS FOR A VALID REASON
DO AWI PLANS QUALIFY FOR FAN DISCOUNTS ?
NO
WHEN IS THE WARRANTY EXCHANGE VALID ?
ONLY VALID IF OUTSIDE OF 30 DAY FROM PURCHASE DATE FOR CRU AND 15 DAYS FROM PURCHASE FOR CONSUMER/AT&T SIGNATURE PROGRAM
What if a customer changes their mind about a shared upgrade?
For the upgraded line, normal returns/exchange policies apply (BRE policy). If they cancel the shared upgrade altogether (within the allowed time), the entire process will be automatically reversed when the device is returned.
WHAT ARE THE 3 SIM STATUSES *462619
COLD
WARM
HOT
NAME 2 VALID AND INVALID REASON FOR GOING BACK TO A GRANDFATHER PLAN ?
VALID :
INVALID :Voluntary Change: Increase/Decrease Data Allowance . Tethering
CAN AWI VOICE BE ADDED TO AN UNLIMTED YOUR WAY PLAN ?
YES Only AWI voice can be added to an Unlimited Your Way plan.
CAN WE TRACK A REPLACEMENT WARRANTY EXCHANGE RETURN LABEL ?
YES Using Order Track and Newgistics:
HOW DOES THE INSTALLMENT PLAN WORKS FOR BOTH PARTIES ?
THE CUSTOMER WHO GAVE AWAY THE UPGRADE GET THE REMAINDER INSTALLATION OF THE PERSON WHO GETTING THE UPGRADE, AND THE PERSON WHO IS GETTING THE UPGRADE GETS A NEW INSTALLATION
WHAT DO THE 3 SIM STATUSES MEAN
Cold (Unused) - A SIM not associated to any device. Needs activating
Warm (Parked) - A SIM associated to a device and partially activated. Activation must be completed.
Hot (Active) - A SIM associated to a device, ready for use and is active.
WHAT ARE THE 2 SYSTEM WE CAN PROCESS A CHANGE REQUEST ?
1. TELEGENCE (TLG)
2.If plan is not available in TLG, submit an Unable to Complete Transaction case in Clarify:
WHAT ARE THE RATE PLAN ****DETAILS**** FOR AT&T WIRELESS INTERNET 50GB AND AT&T WIRELESS INTERNET FOR 100GB
50GB-$60.00, 50 GB , OVERAGE 25$ FOR 10 GB
100GB- $100.00, 100GB ,OVERAGE $25 FOR 10GB
WHAT DO WE DO IF A CUSTOMER DID NOT ORDER EQUIPMENT ?
Report Fraudulent Claim