E-SIM / Payment Arrangement

__________are necessary to help some customers get back on track.

True or False: Never manually suspend a customer’s account if they cannot make a payment or set up a PA.

• The Statement is true

• False. We can suspend the entire account using Samson

We can adjust the $10 payment support fee as long as it falls under the approved scenarios using Atlas.

• True

• False

• False: We must use Samson

We use the Restore without payment or CR (Customer Request) restore option before setting up a PA, unless an approved scenario.

• True

• False

Customers must pay the past due balance that is in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement.

• True

• False

• Just the 61-90 days bucket only

• Just the 91+ days bucket only

Scenario: Customer billing cycle starts on every 8th of the month and ends on every 7th of the month, showing that due date is fixed on every 21st of the month.

July Current Balance: $100

Past due balance: $250

Total Balance: $350

July Bill: $100

June: $100 Past due

May: $100 Past due

April: $50 Past due

How much the customer's need to pay to be eligible for Payment Arrangement

• 150

• 200

• 100

• 50

Which of the scenarios is incorrect when deleting a payment arrangement?

• Customer made an error and calls within 24 hours to explain the PA was set for the wrong date.

• Customer's account is current with no past due balance, has an active PA, and the customer is requesting removal.

• Customer’s account is current with no past due balance and the customer is requesting an account change that is being prevented due to the existing payment arrangement.

• Customer is explaining T-Mobile made an error and it is within 24 hours of the original arrangement, or longer and there are no memos support their complaint T-Mobile made an error.

[Multiple answer] Which of the following is/are the requirement when activating an E-Sim.

• Device must be connected to a Wi-Fi

• Software version is up to date

• Physical Sim Card

• Device capable of E-Sim

[Multiple answer] When encountering an error message QR Code is no longer valid when activating an E-Sim. What should we do?

• Checked EID if it is already on assigned in use status

• Check if EID is assigned to the correct MSISDN

• Make sure device is connected to Wi-Fi

• Check device specification

What information can we get when customer dial *#062#

• EID

• ICCID

• IMEI

• CID