Tmobile ///

What is the proper advisement to provide to the customer if they want to change the mobile number

• - You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on.

  - Mobile number changes are completed within 2 to 4 hours.

  - Your voicemail box will be deleted and all old messages will be lost, so make sure to save voicemails you wish to keep

• - Text messages that are not saved to the device may be deleted.

  - our voicemail box will be deleted and all old messages will be lost, so make sure not to save voicemails you wish to keep.

  - Wait 72 hours after the mobile number change before accessing My T-Mobile with the new number.

• - You must not set up your voicemail greeting and password again. The voicemail password will be reset to the last four digits of the new phone number.

  - After completing a mobile number change, rate plan changes can be backdated to the previous bill cycle.

• - If you have a My T-Mobile account, you do re-register. Your existing password works with the new mobile number.

  - Your voicemail box will be save and all old messages will be lost, so make sure to save voicemails you wish to keep.

what is the disclosure that you need to advice to your customer to do the Change of Responsibility (COR)

• - Any future payments made via our automated system reached dealer will be applied to the account of the party who has taken responsibility for the number(s)

  - The new customer may not need to run credit and pay a deposit.

• - The COR is good for 45 days.

  - Please complete any needed equipment returns before transferring account responsibility. Once the Change of Responsibility is complete, devices can't be returned, however, exchanges for defective equipment can still be performed by the old subscriber.

• - You are responsible for all charges on your account until the new customer completes the Change of Responsibility, or COR, --the account balance will not transfer to the new customer.

  - If you have no active lines after the Change of Responsibility completes, the account will be cancelled, and you will no longer have access to previous bills and call details on My T-Mobile. The Billing Responsible Party must remember their PIN/Passcode to verify their cancelled account. Update PIN/Passcode in customer requests.

How to download the eSIM?

• Connect to Wi-Fi.

• iPhone: Tap the notification to download the eSIM profile. Check out Known Issues > No Notification Received if the customer did not receive a notification.

• Android: Scan the QR code on T-Mobile Support or manually enter the SM-DP+ address below.

• Complete instructions on how to scan the QR code can be found in the Device How-Tos under Connections and Network > eSIM settings.

what do you need to tell to your customer to port in their number from other carrier?

• Complete instructions on how to scan the QR code can be found in the Device How-Tos under Connections and Network > eSIM settings.

• Port-ins from an existing wireless carrier can take up to 24 hours, though it is generally much faster, as quick as 10 to 30 minutes.

• You'll get a text message from T-Mobile to let you know the porting process started.

• Do not Save any voicemails you want to keep. Your old voicemail box and any voicemails are still on your inbox. If your phone number is being replaced, the voicemail box resets when the port completes.

what is the short code to Check data used, data plan, and expiration date?

• #686#

• #674#

• *#06#

• #932#

what is the information that you need to get from the customer for the port process?

• account number from the previous carrier

• account number from the bank

• pin number from the previous carrier

• pin number from the new account

gives you a free second number to help keep your primary number private. Think of it like a spam folder for your phone number.

• DIGITS: PROXY by DIGITS plan

• DIGITS: Talk & Text plans

what is the script if the call at the middle was have a dead air with your customer?

• I'm unable to hear you. If you can hear me, I will attempt to call you back on your mobile number. If you're unable to answer, please call back at:

  1-810-937-8997 or 711 (Care)

• I'm unable to hear you. If you can hear me, I will attempt to call you back on your mobile number. If you're unable to answer, please call back at:

  1-800-977-8997 or 811 (Care)

• I'm unable to hear you. If you can hear me, I will attempt to call you back on your mobile number. If you're unable to answer, please call back at:

  1-800-937-8887 or 911 (Care)

• I'm unable to hear you. If you can hear me, I will attempt to call you back on your mobile number. If you're unable to answer, please call back at:

  1-800-937-8997 or 611 (Care)

What information that you need to get from the retail store to verified the account of the customer?

• Mobile number of the customer, Name & initial of the last name of the customer, dealer code, token & passcode

• Mobile number of the customer, Name & initial of the last name of the dealer, dealer code, token & passcode

• Mobile number of the retail, Name & initial of the last name of the dealer, dealer code, token & passcode

What information that you need to your customer to activate the new phone/ tablet/ watch that they receive?

• Simcard number or ICC ID number & IMEE

• Simcard number & serial number

• Simcard number & model number