ODA - Error Quiz

If an Apple Watch Series 3 was in use with a different carrier, what has to be done in order for the device to be used with a T-Mobile ICCID?

• If Samson doesn't find an associated EID it starts the AAL process. If it finds an associated ICCID, it jumps to ODA.

• A master reset is required and the customer should select the option to "remove plan."

• The line must be on the Apple DIGITS plan, it has to be paired with DIGITS to the iPhone line, and the Watch EID has to be activated on the line.

• he device is no longer aware that the plan exists but it does not cancel the line on the customer's account

"When we look at the steps in the Last Resort, does anything jump out to you as important?" (Select all that apply)

• If we complete the entire Flow and then figure out the issue is not an activation issue, we are redirected to DIGITS troubleshooting or SMS troubleshooting etc.

• Check the eSIM pairing in QuikView or in Grand Central.

• We need to follow the steps listed in the Last Resort if we get there, but we also need to ensure we are owning what is in our scope.

• If there is a specific error type that there is a specific resolution path. If a customer tells us, "when I'm trying to activate my Apple Watch, I keep getting error 42123," we must address that error message directly before we jump into any troubleshooting

If a customer sees Error 409, what text will the customer see on the screen?

• "This account or plan do not support adding a secondary device."

• Our server appears to be busy at the moment. Please try again later.

• This account or plan do not support adding a secondary device.

• You have this device paired to too many phones to continue.

If a customer sees Error 404, what text will the customer see on the screen?

• "We were temporarily unable to process this request. Please try again later."

• This is not a valid combination of device and plan choices.

• Our server appears to be busy at the moment. Please try again later.

• You have this device paired to too many phones to continue.

What is a temporary error in the system that associates SIM numbers to the Watch EID?

• error 412

• error 404

• error 413

• syntax error

What does it mean if the customer sees Error 420?

• This is not a valid combination of device and plan choices.

• You have this device paired to too many phones to continue.

• This account or plan do not support adding a secondary device.

• This means the Watch ICCID/EID is activated on a GSM line instead of a DIGITS line

Which error code or codes may the customer see alongside the words: "The maximum number of devices are already paired with your phone. Please look for an older relationship that may be deleted, to allow this connection?"

• 405 or 406

• 402

• 420

• 416

What can cause the customer so see the Error: Unable to configure cellular message?

• This means the Watch ICCID/EID is activated on a GSM line instead of a DIGITS line.

• This error can appear if you pair your device without a SIM.

• This error can appear if you pair your Watch using Bluetooth only and attempt to do the ODA later.

For Error 411 - If the issue persists after TS, what is the last thing to do?

• File a Service Request

• File a trouble ticket to resolve issue

• File an incident report

• Ask customers to go the store

What error code will you see if the customer is trying to activate an Apple Watch Series 3 to a LG V30 device?

• Error 411

• Error 404

• Error 406

• Error 400