C2 V2

What will flag an account for extreme roaming?

• A) Roaming while catching some wicked, wicked air

• Roaming while on a cruise ship

• Being connected to a Mexico or Canada tower while actually being in the US

• B) have at least one line that's domestically or internationally roaming off the T-Mobile network, with usage greater than 50% for three months.

What are out of plan numbers?

• domestic numbers that provide services such as chat lines, prayer lines, conference calling, and more  

• calling people not in your favorite 5

• international calls outside the US

• Spam callers

What are the restrictions for transferring an EIP/ JOD during a COR (select all that apply)

• Can’t be transferred with 90 days of the EIP start date (some exceptions apply)

• JODs and POIPs cannot be transferred

• Can only be completed in store

• Can’t be transferred to an account with a different rate plan

How will our customer get a refund for services if they cancel the HINT service within the 15 day test drive?

• Call care and ask for a credit

• Go in store to get adjustment applied

• Will receive a One time automated bill credit within 1-2 bill cycles

• Through our rebates department

When would we be asked to use the Credit Card Update Tool (CCUT) for a customer?

• when changing their Autopay from a Credit to Debit card

• to make a payment to a customers EIP plan

• Helping an instore rep with a customer payment

• when they are notified their orders payment has failed and has been put on hold

What C2 Doc(s) could help with getting customer a shipping label?

• Shipping labels: Self-Service

• Order lookup

• • Shipping Labels

• Doc Retrieval: TESA

What C2 doc will help you if a customer didn't receive their device order?

• Ship-to order status and tracking

• Problems with a device order

• End of life devices

• Delivery times and shipping fees

Which C2 doc tells you the steps for how to set a follow up?

• Customer commitments & follow ups

• Follow ups: Atlas

• Follow up process

• Follow ups: Samson

How does a customer update the name on their account due to marriage?

• Go in store with proof of name change

• Self Service via My T-Mobile App

• Care can update over the phone for them

• Emailing the document for name change to customer relations

How can a customer obtain their temporary port out pin?

• Transfer call to NTC if they can get a OTP

• Send them a OTP and they can use that one

• Its the same as the pin/passcode on the account

• Self Help via the app