Training 101

Rate Plans

100

• 1 line: $60 w/ AutoPay / $65 Regular
• 2 lines: $90 w/ AutoPay / $100 Regular
• 3 lines: $105 w/ AutoPay / $120 Regular
• 4 lines: $120 w/ AutoPay / $140 Regular
• 5 lines: $135 w/ AutoPay / $160 Regular
• 6 lines: $150 w/ AutoPay / $180 Regular

What is T-Mobile Essentials plan (TE)

200

The following are included when you add the plan SOC and $0 included data SOC to the account (additional data options available below):

• Unlimited talk, text and smartphone data on our 5G & 4G LTE network. 5G access with compatible device & coverage area
• 5GB of high-speed mobile hotspot data. Unlimited 3G speed Mobile Hotspot after 5GB is used (up to 600 kbps)
• 100GB Premium Data (won't be prioritized until after 100GB data usage)
• 200MB domestic data roaming
• Optimized video streaming at 480p
• All recurring taxes and fees
• Mobile Without Borders
• Simple Global (Magenta / Advanced experience)
• T-Mobile In-Flight Connection (Magenta / Advanced experience)
• Stateside International Unlimited Texting
• Scam Shield, free Caller ID, Turn on Scam Block, free PROXY by DIGITS line
• Netflix On Us (Requires 2+ Magenta voice lines to get the Netflix Basic subscription on us)

What is Magenta? 

300

• Unlimited talk, text and smartphone data on our 5G & 4G LTE network. 5G access with compatible device & coverage area.
• 40GB of high-speed mobile hotspot data. Unlimited 3G speed Smartphone Mobile Hotspot after 40GB (up to 600 kbps)
• Unlimited Premium Data (won't be prioritized lower because of data usage)
• Up to 4K UHD video streaming (must activate Up to 4k UHD video streaming)
• 200MB domestic data roaming
• All recurring taxes and fees
• Mobile Without Borders
• Simple Global (MAX / Ultimate experience)
• T-Mobile In-Flight Connection (MAX / Ultimate experience) 
• Stateside International Unlimited Texting
• Scam Shield Premium
• Apple TV+ On Us
• Netflix On Us (single line includes basic 1-screen; 2+ lines includes standard 2-screen)

What is Magenta Max? 

400

 

• 911 operations center employee
• Ambulance driver, paramedic, or other emergency medical personnel first on the scene of an accident or natural disaster – Examples:
  • American Medical Response employee
  • State ambulance services employee
  • Tri-Med employee
• Certified EMT / EMS
• Employed by a state or local first responder agency in a role that directly supports first responders – Examples:
  • Dispatchers
  • Emergency medical services employee
  • Fire protection employee
  • Local law enforcement employee
• Local / State law enforcement professional – Examples:
  • Correctional Officers
  • Detective / Investigator
  • State Game Warden
  • State Troopers
  • Transit and railroad police
• State or local firefighter or volunteer firefighter – Examples:
  • Career / Volunteer firefighters
  • Reserve firefighters
  • Wilderness firefighters
• Search and Rescue – Examples:
  • City/State/County Search & Rescue
  • Mountain Rescue
• Tribal Police. The role that the person performs within that organization must also qualify. For example, a tribal police officer qualifies, but maintenance for the tribal police organization would not.

What is Eligible first responder organizations?

500

• Unlimited minutes and messaging
• 20GB of high-speed data with 5G access, then unlimited data up to 1.5mbps
• Unlimited 3G Speed Mobile Hotspot (up to 600 kbps)
• 200MB domestic data roaming
• Optimized video streaming in standard definition
• Unlimited talk & text to/from the US, Mexico, & Canada
• Unlimited 2G data in Mexico & Canada (up to 128 kbps)
• Free texting and low flat rate calling in 210+ countries & destinations - 2G international data is not included - Essentials plans do not have Simple Global. 
• Unlimited Stateside International Texting
• All taxes and fees excluded from MRC
• Scam Shield
• Optional add-on: International roaming data passes (use the Essentials versions)
• Optional add-on: Stateside International features

What is Base Essentials Plan? 

Week 1 training

100

Only this person can add an Authorized User to their account. 

Who is the BRP

200

There is a $15 charge doing this for a customer unless they are approved for a fee waiver. 

What is Mobile Number Change?

300

• Receiving multiple scam calls and looking for a clean slate. Only allowed on a 1 per calendar year, per line waiver.
• Business number changes on accounts restored from temporary suspends or new end user lines
• Forced mobile number changes
• Government, Reseller, and Special Company Use Demos, Test Phones & VIP accounts
• Port-ins to replace a current mobile number
• Received incorrect area code or exchange (NPA-NXX) during previous number change or activation
• T-Mobile employee work-related moves−confirm an account address change occurred
• WLNP Business account number changes−completed by Business Care or Credit
• Harassing calls related to domestic violence, sexual assault, stalking, or calls for previous users of the mobile number
• December 2020 Security Incident: If customer requests a MSISDN change due to this incident, offer a one-time MSISDN change for free.
• All Lincare, customer-specific requests are approved via the Samson: Procedural option below.

What are Scenarios eligible for processing fee waiver?

400

Coverage Beyond

Internet Freedom

5G for All

Scam shield 

5G for Good 

Magenta Plans with Taxes and Fees included.

Netflix On Us

Team of Experts

T-Mobile Tuesdays

Simple Global

What are some of our Un-carrier Moves?

500

1. Verify the caller is either the BRP or Authorized User.
   • Consumer: Check for past due delinquent balances, if there is one, attempt to collect. Process payment which includes any additional fees, such as restoration fees, and restore account if applicable.
   • Business and Government: Check Past due delinquent accounts to figure out if a payment is needed.
2. If the account was suspended due to lost or stolen, verify that SIM number is current and that IMEI is not blocked.
3. Immediately restore account using code CR in Atlas or Samson, or schedule future-dated restore. Manually restoring accounts removes all previously set future-dated restores.
4. Confirm Billing Address and Contact Number.
5. Remove any voluntary future-dated cancellation if applicable.
6. If restoring from seasonal suspension and customer is under contract, extend the contract for the same amount of time as the suspension.
7. Check if the IMEI was blocked and remove block if needed.
8. Let customers know that service may take up to two hours to be fully restored and that they may receive an over-the-air message to add self-help codes to their phone book.
9. If customers are using DIGITS, they must re-add their T-Mobile ID to the line in the DIGITS portal, see Manage DIGITS on My T-Mobile / MyDIGITS portal.

What is Voluntary suspensions?

Features

100

You get unlimited data, unlimited messaging, and discounted calling while traveling OUTSIDE the US.

What is Simple Global?

200

You can watch unlimited movies and TV shows on your laptop, TV, phone, and tablet (taxes and fees included).

What is Netflix on US?

300

The ultimate call control center that gives customers full control of all T-Mobile's scam protection options.

What is Scam Shield Premium feature?

400

• 15GB high-speed data while roaming in a Simple Global country (Not Canada/Mexico), then speed reduced to Simple Global speeds. 
• 5GB high-speed, international Mobile Hotspot in a Simple Global country
• 5GB high-speed data in Canada and Mexico
• Data speed/bucket details
  • Actual data roaming speeds will depend on the service available from the roaming partner.
  • The 15GB of high-speed data and the 5GB of mobile hotspot data utilize separate data buckets.
• Unlimited high-speed Mobile Hotspot in the US
• Unlimited Simple Global to Simple Global calling to landlines and mobile at $0.00 per minute (instead of $0.25 per minute as listed on Simple Global)
• Unlimited HD streaming passes (must be activated)
• Stateside International unlimited Text Messaging
• Stateside International w/ Mobile
• T-Mobile In-Flight Connection (MAX / Ultimate experience) 
• Taxes excluded. For details, see Taxes excluded for added or upgraded services.
• Name ID & VTT
• Optional: T-Mobile Scam Shield Premium

What is Global Plus 15GB Feature? 

500

Keeps you connected while traveling in Canada and Mexico with unlimited talk, text, and data with up to 5GB of high-speed data (or a maximum of your plan's high-speed data allotment, whichever comes first).

What is Mobile Without Borders (Canada and Mexico)?

Week 2 Training

100

• FDP required
• Max # of Installments: 1
• Payment due: Within 10 days
• Total length: 10 days

What is Proof of Payment (POP) 16-30?

200

• Not eligible for an arrangement.
• Customers must pay the past due balance in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement.

What is First Payment Default (FPD) 31+?

300

This is a Demonstration Module that can be used to help with System steps in Atlas and Samson.

What is T.O.D.D

400

• Air Force - Active Duty, Veteran, Retiree.
• Air Force Reserve - Reservist, Veteran, Retiree.
• Air National Guard - Reservist, Veteran, Retiree.
• Army - Active Duty, Veteran, Retiree.
• Army National Guard - Reservist, Veteran, Retiree.
• Army Reserve - Reservist, Veteran, Retiree.
• Coast Guard - Active Duty, Veteran, Retiree.
• Coast Guard Reserve - Reservist, Veteran, Retiree.
• Gold Star Family - Gold Star.
• Marine Corps - Active Duty, Veteran, Retiree.
• Marine Corps Forces Reserve - Reservist, Veteran, Retiree.
• Navy - Active Duty, Veteran, Retiree.
• Navy Reserve - Reservist, Veteran, Retiree.

What is Eligible Branches and Status for the Military Plans?

500

1. Log in to My T-Mobile or the T-Mobile app.
   • T-Mobile app: Click More > Profile Settings > Military Verification. 
   • My T-Mobile: Click Menu > Account > Profile Settings > Military Verification. 
2. Select the appropriate line you will use to verify.
3. Review and agree to the verification terms.
4. Select your Military Status and enter any required information into the form for the military person on the account or the registered family member if selecting Gold Star.
5. Click Submit Information.

What is Self-Service steps: Verify via My T-Mobile or the T-Mobile app?

Features 2.0

100

This services help customers identify who is calling if their numbers are not in their contacts list. 

What is Scam Id and Scam Block Services?

200

This provides calling and texting to other countries from the U.S. at a discounted or included rate.

What is Stateside International features?

300

When combined with Magenta plans, this add-on provides customers with 20GB of high-speed mobile hotspot, HD video, 2x international roaming speeds, plus unlimited Gogo Inflight Wi-Fi, Name ID and Voicemail to text for voice lines.

What is PlusUp add-on?

400

This Feature lets customers block text messages (SMS), picture messages (MMS), Instant Messages (IM), and emails. 

What is Message Blocking? 

500

This allows a primary account holder to restrict lines on the account from accessing content on the T-Mobile network, including those using Hotspot functionality, with four different filter levels. 

What is Web Guard?