igor

DSG DSG: Port In Assistance (for CSR group)
1) Open the call using your OWN UNIQUELY FEARLESS opening. Always remember to:
A. Include your name and ID.
B. If you are a DAS agent be sure to open the call by saying "Thank you for calling into Dealer Access
Support" prior to stating your name.
C. If you are a DSG agent be sure to open the call by saying "Thank you for calling into Dealer Support
Group" prior to stating your name.
D. Make sure the call is answered within 5 seconds.
E. Ensure your rate of speech is clear so your customer can hear your OWN uniquely fearless opening.
2) Secure the Account. A. Dealer Access Support: Proceed to Step 3 for account security instructions.
B. Begin the process of Account Security by searching for the customer’s account.
a. Search for the customer’s account by the following methods: – Account Number, Customer Phone
Number , Device Serial Number (IMEI)
b. Edge displays the customer’s Account Authentication screen. i. Ask for the Caller’s Name
- If account name is different from the Caller’s Name, verify the FIRST and LAST name on the account.
- To validate acceptable account names, view the images below for Acceptable Names and
Unacceptable Names
- Acceptable Names - Unacceptable Names - If the customer cannot secure name on the account advise
the account holder would need to visit a store with their phone and ONE valid photo ID. REMINDER
- photo ID MUST match the account name.
ii. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
customer can choose which line will receive the onetime pin.
iii. Click Send OTP
iv. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the
one-time pin, otherwise the agent will have to send a new one (click Resend OTP),If the customer states
they have not received the OTP after 30 mintues click on Send Push OTP. ONLY 5 max attempts allowed,
When maxed out, account locks for 24 hrs. (store cannot unlock it either).
v. Click Continue
vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the following
message: - Re-confirm the PIN and try re-entering it. - If the PIN fails, click Resend OTP. Edge will send
the customer a new one-time PIN.
vii. Once accepted, Edge displays the Customer 360 view.

viii. After securing the account, continue with the caller’s request. ** NOTE:** Making changes on the
account involving customer sensitive data/ changes will require a second authentication, where the
customer must provide their Account’s 8- digit PIN or Security Answer.
C. If Account name states "Metro Activation" it means that the customer has activated an account
themselves and there was an issue with the activation. so once the customer calls in to secure their
account the name will show as “Metro Activation”.
D. If the account is a "Metro Activation" Send the customer One-time PIN
a. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
b. Click Send OTP i. The customer’s phone will receive the one-time PIN in a text message.
c. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the
one-time pin, otherwise the agent will have to send a new one (click Resend OTP) 5 max attempts
allowed, When maxed out, account locks for the rest of the day (store cannot unlock it either).
d. Click Continue
e. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the following
message:
i. Re-confirm the PIN and try re-entering it. ii. If the PIN fails, click Resend OTP. Edge will send the
customer a new onetime PIN.
f. Once accepted, Edge displays the Customer 360 view.
g. After securing the account, continue with the caller’s request.** NOTE:** Making changes on the
account involving customer sensitive data/changes will require a second authentication, where the
customer must provide their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation"
Change the account name and caller ID (subscriber name) to the customer's name provided for the
account. Verify the back-up security question and answer as the information may not have been
accurate at the time of activation and would not populate to EDGE. Lastly, welcome the customer to the
Metro by T-Mobile family check with them to make sure their plan and additional services are correct on
the account and support them for the reason of the call
F. HIGH Security Accounts
a. Ask for the Caller’s Name
b. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
c. Click Send OTP d. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to
give the agent the one-time pin, otherwise the agent will have to send a new one (click Resend OTP) 5
max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock it either).
message:
f. High Security Account Authentication screen will show.
g. Enter the High Security Password and tap continue **NOTE:** If they do not know their HIGH
Security Password advise we are unable to assist them and refer the account holder to the store with
their phone and Valid ID. h. Once accepted, Edge displays the Customer 360 view.
G. Single Line Accounts
a. Always try OTP first.
b. If the account is a single line and the phone is lost, stolen, HotSpot or broken, you may use
Automated Reviewer.
i. Select Phone cannot receive One Time PIN (OTP)
ii. Select reason you cannot use OTP from the drop down: - Broken Device - Lost Device - Stolen Device -
BYOD (Bring your Own Device) - DOA (Dead on Arrival) - IoT
(Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone
option for Automated Reviewer
iii. In Edge, answer the following questions. Edge will validate the answer for you. The customer must
be able to get 3 of 4 correct. You CANNOT assist them in anyway answering the questions:
- What month did you activate the account?
- What day is your bill due on this account?
- How many phone lines does this account have? –
How much was your last payment? (EDGE will verify; Must be within $5 of the actual payment)
- **NOTE:** EDGE will not show which questions the customer answered correctly or incorrectly. If the
customer asks, tell them that the billing system only checks whether they've provided correct
information, then continue with the call according to the response EDGE gave.
iv. If the customer passes Automated Reviewer they will have basic level access to the account. They
can do everything except account sensitive activities such as Device Changes
v. For full account access, they must provide the 8-digit account PIN when prompted.
vi. If the customer fails Automated Reviewer, refer the account holder to the store with I.D., no
exceptions.
vii. If customer says they have a multi-phone line account, send the OTP to one of the other phones on
the account.
viii. If unable to send to a different phone on the account and only after all resources have been used,
you may use the Automated Reviewer for a multi-line account.
ix. **NOTE:** It it extremely important to use best judgement when using the Automated Reviewer for
multi-line accounts as agents are liable for account breaches. NaN- If dispositioning the call, please use
Inquiry/Transfer: Porting Question. - Mobile ports can take up to 24 hours to complete for voice calls
and data, and up to 72 hours for text messaging. - When placing customers on hold, please remember
that customer hold time must be less than 2 minutes. - Landline ports can take up to 3-5 business days
to complete.
- Dealer's Name - Dealer's PIN - Dealer's Code - When a dealer calls DSG and identifies themselves as a
dealer on the call, they must provide their DSG Access PIN. **NOTE** Call from Corporate stores: DSG
agents can access the account without DSG access pin and only need to document the 4 Digits CORP ID
and Metro employee name.
- DSG agents are not allowed to cancel pending port request for wirelines(WRLN) and calls should be
routed to WNP teams for assistance
. - Grant Override Access: DSG should not be proactively asking. They should always attempt OTP
**Note:** if OTP is not possible then grant override is allowed.
- For dealers who perform Grant Override Access
A. Agents will see the Skip Authentication link at the bottom on the screen.
B. When the link appears, click it.
C. Enter the Dealer's DSG Access PIN, and click Skip Authentication again.
D. Document in account memos the Dealer's name and request.
4) Process: - When DSG receives a call and the caller identifies themselves as a customer, and not a
dealer, ask whether they are at the Dealer Store.
A. If they are: ask to speak to the dealer and get the dealer’s DSG Access PIN.
B. If they are not, or if they say the Dealer is unavailable: tell the customer that in order to service their
request, you will have to speak with the dealer and advise the customer to call 611. - View the port
status by clicking "Menu" and under Account click "Port Status."
A. Port status complete
a. If the customer is having voice and data issues and it's been more than 24 hours from the port
initiation? i. Troubleshoot in Mpower under “Can't make or receive a phone call”.
b. If the customer is having voice and data issues and it's been less than 24 hours from port initiation?
i. Transfer to the WNP team. c. If the customer is having SMS and MMS issues and it's been more than
72 hours from the port initiation?
i. Troubleshoot in Mpower under "Can't send or receive SMS/MMS."
d. If the customer is having SMS and MMS issues and it's been less than 72 hours from the port
initiation?
i. Transfer to the WNP team. B. Port status something different
a. DSG agents are not allowed to cancel pending port request for wirelines(WRLN) and calls should be
routed to WNP teams for assistance.
b. Agents will not transfer “Port-In Not Complete” activations to the WNP team, unless they are unable
to assist customers.
c. Agents will not provide WNP phone number.
d. Agents will transfer to the WNP team ONLY if the port could not be edited or when other statuses
display like, when a customer with a “MDN not active” wants a Metro By T-Mobile MDN instead. e.
Agents will only work/edit the following response types: i. MDN not active
- Tell the customer that the MDN is not active with their old carrier. If they wish to get a Metro by T-
Mobile Number, transfer to the WNP team.
ii. Account number required or incorrect
iii. Res req-OSP denied due to invalid zip code
iv. Password/PIN required or incorrect
f. To edit the port request click the arrow on the right side of the port.
i. Edit port request and resubmit - If the customer has not made a payment on the account, attempt to
collect the payment (BAU) however if the customer is unable to pay, DO NOT cancel the line and advise
them about the payment timelines and the risk of the account getting cancelled.
4) Recap: - MRC and payment due date - Close the call using your OWN UNIQUELY FEARLESS closing.
Always remember to:
A. Recap the reason for the call with the customer prior to moving into your closing.
B. Include a GENUINE loyalty statement.
C. Ask if the customer HAS ANY OTHER QUESTIONS or if there is anything else you can help with.
D. Give your name again.
E. Leave a COMPLETE memo before exiting the account.
F. It is optional for you to mention the survey to your customer.
G. Send a Thank You message.
Account Maintenance Change Device/Switch Phone (SIM/eSIM)
1) Open the call using your OWN UNIQUELY FEARLESS opening. Always remember to:
A. Include your name and ID.
B. If you are a DAS agent be sure to open the call by saying "Thank you for calling into Dealer Access
Support" prior to stating your name.
Group" prior to stating your name.
D. Make sure the call is answered within 5 seconds.
E. Ensure your rate of speech is clear so your customer can hear your OWN uniquely fearless opening.
2) Secure the Account.
A. Dealer Access Support: Proceed to Step 3 for account security instructions.
B. Begin the process of Account Security by searching for the customer’s account.
a. Search for the customer’s account by the following methods: – Account Number, Customer Phone
Number , Device Serial Number (IMEI)
b. Edge displays the customer’s Account Authentication screen.
i. Ask for the Caller’s Name - If account name is different from the Caller’s Name, verify the FIRST and
LAST name on the account.
- To validate acceptable account names, view the images below for Acceptable Names and
Unacceptable Names
- Acceptable Names
- Unacceptable Names
- If the customer cannot secure name on the account advise the account holder would need to visit a
store with their phone and ONE valid photo ID. REMINDER
- photo ID MUST match the account name.
ii. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
iii. Click Send OTP iv. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to
give the agent the one-time pin, otherwise the agent will have to send a new one (click Resend OTP),If
the customer states they have not received the OTP after 30 mintues click on Send Push OTP. ONLY 5
max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock it either).
v. Click Continue
vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the following
the customer a new one-time PIN.
vii. Once accepted, Edge displays the Customer 360 view.
customer must provide their Account’s 8- digit PIN or Security Answer.
C. If Account name states "Metro Activation" it means that the customer has activated an account
themselves and there was an issue with the activation. so once the customer calls in to secure their
account the name will show as “Metro Activation”.
D. If the account is a "Metro Activation" Send the customer One-time PIN
a. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
b. Click Send OTP i. The customer’s phone will receive the one-time PIN in a text message.
c. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the
allowed, When maxed out, account locks for the rest of the day (store cannot unlock it either).
d. Click Continue
message:
f. Once accepted, Edge displays the Customer 360 view.
g. After securing the account, continue with the caller’s request.** NOTE:** Making changes on the
account involving customer sensitive data/changes will require a second authentication, where the
customer must provide their Account’s 8- digit PIN.
E. Once in the account for a "Metro Activation" Change the account name and caller ID (subscriber
name) to the customer's name provided for the account. Verify the back-up security question and
answer as the information may not have been accurate at the time of activation and would not populate
to EDGE. Lastly, welcome the customer to the Metro by T-Mobile family check with them to make sure
their plan and additional services are correct on the account and support them for the reason of the call
F. HIGH Security Accounts
a. Ask for the Caller’s Name
b. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
c. Click Send OTP
d. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the
allowed, When maxed out, account locks for 24 hrs. (store cannot unlock it either).
message:
i. Re-confirm the PIN and try re-entering it.

ii. If the PIN fails, click Resend OTP. Edge will send the customer a new onetime PIN.
f. High Security Account Authentication screen will show.
g. Enter the High Security Password and tap continue **NOTE:** If they do not know their HIGH Security
Password advise we are unable to assist them and refer the account holder to the store with their phone
and Valid ID. h. Once accepted, Edge displays the Customer 360 view. G. Single Line Accounts a. Always
try OTP first. b. If the account is a single line and the phone is lost, stolen, HotSpot or broken, you may
use Automated Reviewer. i. Select Phone cannot receive One Time PIN (OTP) ii. Select reason you
cannot use OTP from the drop down: - Broken Device - Lost Device - Stolen Device - BYOD (Bring your
Own Device) - DOA (Dead on
Arrival) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken
Phone option for Automated Reviewer iii. In Edge, answer the following questions. Edge will validate the
answer for you. The customer must be able to get 3 of 4 correct. You CANNOT assist them in anyway
answering the questions: - What month did you activate the account? - What day is your bill due on this
account? - How many phone lines does this account have? - How much was your last payment? (EDGE
will verify; Must be within $5 of the actual payment) - **NOTE:** EDGE will not show which questions
the customer answered correctly or incorrectly. If the customer asks, tell them that the billing system
only checks whether they've provided correct information, then continue with the call according to the
response EDGE gave. iv. If the customer passes Automated Reviewer they will have basic level access to
the account. They can do everything except account sensitive activities such as Device Changes v. For full
account access, they must provide the 8-digit account PIN when prompted. vi. If the customer fails
Automated Reviewer, refer the account holder to the store with I.D., no exceptions. vii. If customer says
they have a multi-phone line account, send the OTP to one of the other phones on the account. viii. If
unable to send to a different phone on the account and only after all resources have been used, you may
use the Automated Reviewer for a multi-line account. ix. **NOTE:** It it extremely important to use
best judgement when using the Automated Reviewer for multi-line accounts as agents are liable for
account breaches. NaN- If dispositioning the call, please use Changes: ESN Change. - When placing
customers on hold, please remember that customer hold time must be less than 2 minutes. - If the
customer is using an eSIM advise them that they will need Wi-Fi connection to activate the device. -
Advise customer of $20 device change fee. A. Customers have the
option to avoid the Device Change fee by using our selfserve channels. Make sure to review customers
account (when possible) and/or inform customer of the information required to complete the Device
Change via self-serve. B. Agents can waive the Device Change fee for the following reasons: a. Insurance
Replacement. b. Duplicate Fee/Troubleshooting. c. Going back to the original device if the new device
didn't work -- Only on the same day. d. Performing a Device Swap between 2 active devices on the same
account. C. If the customer states they tried to process the ESN change themselves but couldn't, attempt
to collect the Device Change fee. D. For escalated situations, use your better judgement and do what is
right to the customer. a. Use Courtesy Call Center -- This reason code will be monitored by Metro
Corporate. - **NOTE:** The device must be unlocked if it is from a different service provider. - Advise
customer provisioning times can take up to 2hrs to complete but most changes usually take place right
away. 4) Process: - Check the subscriber’s activation date to see if they are requesting the change within
30 days of the line being added to the account. A. If yes, verify the line was not added by a dealer. If it
was, refer the customer to the dealer. B. If no, continue with device change. - **Note:** If
removing/exchanging an iPhone: Tell the customer that Find My iPhone must be deactivated from the
old phone before continuing. If changing from an iPhone to an Android device, deregister imessage. -
Help customer locate IMEI and SIM/EID Number. A. Dial *#06# on the device. B. Check packaging. C.
Check sales receipts. D. Check back of the phone – some phones have non-removable backs/ batteries.
E. Use device history if phone has been on account before. F. Walk customer through phone settings to
locate. - Prior to making the change, check device compatibility in Grand Central. A. BEFORE June 16,
2021 non VoLTE/LTE devices will work on the network. B. AFTER June 16,
2021 non VoLTE/LTE devices will NOT work on the network. Customers will have to use VoLTE/LTE
capable devices. C. Verify IMEI Status a. Open Grand Central. b. Click on “BYOD Check.” c. Enter the IMEI
of the device. d. Click on “Continue.” e. Tap on “Verified IMEI status.” f. IMEI status will show “IMEI
status is all good.” D. Verify Activation Status a. Open Grand Central. b. Click on “BYOD Check.” c. Enter
the IMEI of the device. d. Click on “Continue.” e. Click on “Verify activation status.” f. Verify if “Find my
iPhone” is on or off. g. Select “Yes” or “No” if the customer knows the Apple ID credentials used on the
device. i. No: The device cannot be used if the customer is not the owner of the Apple ID. Advise
customer to contact the actual owner to use the device. ii. Yes: Click on "Next" to continue. E. Verify
MDU (Mobile Device Unlock) Status a. Open Grand Central. b. Click on “BYOD Check.” c. Enter the IMEI
of the device. d. Click on “Continue.” e. Carrier lock status will show if the device is locked or unlocked. f.
If the device is locked, advise customer they will need to contact the service provider. F. Verify Device
Compatibility a. Open Grand Central. b. Click on “BYOD Check.” c. Enter the IMEI of the device. d. Click
on “Continue.” e. Click on “Verify device compatibility.” f. Enter the address where the customer will use
the device. g. Click on “Check compatibility.” h. If the device is not compatible with the network, advise
the customer of the benefits of upgrading their device to a VoLTE/LTE capable device and SIM card. - In
EDGE, start the Device Change by clicking the IMEI number for the subscriber having their device
changed. A. Edge displays the Second Authentication pop-up. B. Select Authenticated by PIN Number. C.
**NOTE:** Agents can use the CTI info to perform the Second Authentication, there’s no need to ask for
the 8-digit PIN if they already provided it in the IVR. D. Enter the Authentication criteria (8-digit PIN). E.
Click Continue.
F. If the entry is valid, EDGE will allow the activity to be completed. G. When the wrong Authentication
has been entered, EDGE will show the following message. **NOTE:**There is 5 max attempts allowed.
When maxed, account locks for 24 hours (the store cannot regain access). a. Confirm the PIN the
customer and re-enter. b. If the caller does not know the 8 digit PIN check the Account Security. c. For
Active & Suspended accounts NOT on High Security: i. Ask them if they know the Billing Zip Code of the
Account. (DO NOT provide any hints – Example: We cannot ask for the zip code that was used when
activating their phone/service.) ii. If the customer doesn't know the billing Zip Code, advise them that
we would be unable to assist. Advise that the account holder will need to visit a store with their phone
and valid photo ID. Offer to find a store location. iii. If customers have their phone and know the billing
Zip Code, send them a text message with the PIN by clicking "Forgot Pin”, Then enter the customer's zip
code they created the account with and click "Submit". **Note:** The text message will go to the phone
number selected in EDGE. d. For High Security accounts: i. Advise that we would be unable to assist.
Advise that the account holder would need to visit a store with their phone and valid photo ID. e.
**NOTE:** If the customer cannot remember their Account PIN, offer to change the Account Pin.
Proceed to Change Account Security. - Enter the new device details. Is the customer using a SIM or
eSIM? A. SIM a. Metro by T-Mobile device: i. In EDGE enter the new device IMEI. ii. A Device/SIM
Compatibility check will be performed before activation. - BEFORE June 16, 2021 non VoLTE/LTE devices
will work on the network. - AFTER June 16, 2021 non VoLTE/LTE devices will NOT work on the network.
Customers will have to use VoLTE/LTE capable devices. - If the device will work on the network after
performing the device and SIM compatibility check proceed to the next step. - I
f the device is not compatible with the network, advise the customer of the benefits of upgrading their
device to a VoLTE/LTE capable device and SIM card. iii. If the SIM card is changing, enter the new SIM
card number. iv. Click "Change Device." v. If current device has PHP insurance: - Before confirming the
device change in EDGE, advise the customer that PHP will be removed. - If the customer still wishes to
have PHP, provide the customer with the nearest store location for assistance with determining
eligibility and adding PHP. vi. EDGE will show a confirmation that the device has been changed. vii.
ERRORS: - If Error: Negative File. Advise customer to return to place where they purchased the phone. -
If Error: No Network Coverage. Advise customer we currently only support GSM phones and no longer
support CDMA phones. - If Error: Already active on another subscriber. - If Error: Ineligible due to
pending port activity. Advise the customer of error and transfer to WNP for further assistance. - For
other errors that you are not familiar with speak with a supervisor or research in MetroCARE for next
steps. b. BYOD: i. In EDGE select the “BYOD” tab. ii. Select the device type (OS) and enter the new device
IMEI. iii. A Device/SIM Compatibility check will be performed before activation. - BEFORE June 16, 2021
non VoLTE/LTE devices will work on the network. - AFTER June 16, 2021 non VoLTE/LTE devices will NOT
work on the network. Customers will have to use VoLTE/LTE capable devices. - If the device will work on
the network after performing the device and SIM compatibility check proceed to the next step. - If the
device is not compatible with the network, advise the customer of the benefits of upgrading their device
to a VoLTE/LTE capable device and SIM card. iv. If the SIM card is changing, enter the new SIM card
number. v. Click "Change Device." vi. If current device has PHP insurance: - Before confirming the device
change in EDGE, advise the customer that PHP will be
removed. - If the customer still wishes to have PHP, provide the customer with the nearest store
location for assistance with determining eligibility and adding PHP. vii. EDGE will show a confirmation
that the device has been changed. viii. If the device is a BYOD, the customer may need to enter Metro By
TMobiles APNs to get Metro By T-Mobiles service - Use MPower to find a device that closely matches
the customers BYOD for instructions on where to add Metro By T-Mobiles APNs. ix. ERRORS: - If Error:
Device already loaded in inventory. Return to previous screen and enter device number in the regular
field without selecting BYOD. - If Error: Blacklist or Negative File. Advise customer to contact previous
provider or where phone was purchased from. - If Error: Ineligible due to pending port activity. Advise
the customer of error and transfer to WNP for further assistance. - For other errors that you are not
familiar with speak with a supervisor or research in Jive for next steps. - **Note:** After activating a
BYOD remember to update the APN Settings to the correct Metro by T-Mobile APNs. B. eSIM a. Verify
the device is connected to Wi-Fi. b. Prior to making the change, send the customer the “eSIM Resources
and QR page” using Grand Central Messenger Tool. i. **Note:** This will help to assist with
downloading the eSIM profile after the change is processed. ii. Go to Grand Central. iii. Click on
“Messenger.” iv. Select the “eSIM Resources and QR page.” v. Select "SMS" or "Email." vi. Enter the
mobile number or Email the customer would like the message sent to. vii. Click on “SEND SMS" or "SEND
EMAIL." c. In EDGE enter the new device IMEI1. d. A Device/SIM Compatibility check will be performed
before activation. e. IMEI2 is auto-populated, manually enter IMEI2 if it does not autopopulate. f. Select
customer device type from the drop down. g. For some eSIM compatible phones, SIM defaults to
“EID/eSIM" and autopopulates. h. Manually enter the EID/eSIM if it does not auto-
populate. i. Click "Change Device" j. If current device has PHP insurance: i. Before confirming the device
change in EDGE, advise the customer that PHP will be removed. ii. If the customer still wishes to have
PHP, provide the customer with the nearest store location for assistance with determining eligibility and
adding PHP. k. Updated device details will appear during check out. l. Device changed successfully. m.
Assist customer with downloading the eSIM profile. **NOTE:** Customer will not have service until they
download their eSIM profile. i. QR code Activation: Direct the customer to open the link https://
www.metrobyt-mobile.com/esim that was sent to them to assist with eSIM download. ii. Auto-
Discovery/Quick Start: Proceed to MPower: Networks/Services - eSIM Download eSIM Activation Profile
for device specific steps to complete eSIM activation. iii. Advise the customer to power cycle the device
once the eSIM profile is downloaded. iv. If activating a device with 2 IMEIs, EDGE will default to IMEI2.
Issues with downloading the eSIM should be filed as an ESP ticket using Service Catalog: Advanced:
eSIM. C. eSIM Resources a. What's an eSIM? b. eSIM One Stop Shop & Parking lot c. eSIM FAQ d. eSIM
Index i. Basics & Positioning - eSIM info | T-Mobile.com - eSIM on your iPhone | Apple Support -
Explaining eSIM to Customers - Position eSIM ii. Tutorials - Activate eSIM using auto-discovery
notification - Download eSIM to the device using a QR Code - iPhone eSIM Simulator & Tutorials iii.
Troubleshooting - SIM/eSIM Status Tool e. eSIM Status Tool f. eSIM Download g. For any issues
encountered with the eSIM, submit an ESP ticket. i. Select Service Catalog ii. Go to "Advanced" iii. Click
on "Type" iv. Select "eSIM Tickets" v. Once the ticket has been created, provide the ticket number and
place it in the Memo section of the account. vi. Advise the customer it could take up to 72 hours to
receive the resolution for the ESP. - Collect the Device Change fee ($20 + tax). A
. Proceed to Call Assist: Payments- Making a Payment. - Have the customer make a test call. A. Test call
successful. a. Proceed to the next step. B. Test call failed. a. Perform basic device troubleshooting or
eSIM troubleshooting if customer is using an eSIM. b. If issue persists, advise to call back after 2 hour
provisioning time at 18888metro8 or dial 611 from Metro by T-Mobile handset. Advise it would be best
if customer can call back from another device. C. If the customer is calling from the device, advise to
power cycle device and make a test call once the call has ended. - Change text message. 4) Recap: - Next
Month payment if plan/feature changes. - Close the call using your OWN UNIQUELY FEARLESS closing.
Always remember to: A. Recap the reason for the call with the customer prior to moving into your
closing. B. Include a GENUINE loyalty statement. C. Ask if the customer HAS ANY OTHER QUESTIONS or if
there is anything else you can help with. D. Give your name again. E. Leave a COMPLETE memo before
exiting the account. F. It is optional for you to mention the survey to your customer. G. Send a Thank
You message.
Account Maintenance Change Rate Plan 1) Open the call using your OWN UNIQUELY FEARLESS opening.
Always remember to: A. Include your name and ID. B. If you are a DAS agent be sure to open the call by
saying "Thank you for calling into Dealer Access Support" prior to stating your name. C. If you are a DSG
agent be sure to open the call by saying "Thank you for calling into Dealer Support Group" prior to
stating your name. D. Make sure the call is answered within 5 seconds. E. Ensure your rate of speech is
clear so your customer can hear your OWN uniquely fearless opening. 2) Secure the Account. A. Dealer
Access Support: Proceed to Step 3 for account security instructions. B. Begin the process of Account
Security by searching for the customer’s account. a. Search for the customer’s account by the following
methods: – Account Number, Customer Phone Number , Device Serial Number (IMEI) b. Edge displays
the customer’s Account Authentication screen. i. Ask for the Caller’s Name - If account name is different
from the Caller’s Name, verify the FIRST and LAST name on the account. - To validate acceptable account
names, view the images below for Acceptable Names and Unacceptable Names - Acceptable Names -
Unacceptable Names - If the customer cannot secure name on the account advise the account holder
would need to visit a store with their phone and ONE valid photo ID. REMINDER - photo ID MUST match
the account name. ii. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more
than one line, the customer can choose which line will receive the onetime pin. iii. Click Send OTP iv.
Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the
When maxed out, account locks for 24 hrs. (store cannot unlock it either). v.
Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the
following message: - Re-confirm the PIN and try re-entering it. - If the PIN fails, click Resend OTP. Edge
will send the customer a new one-time PIN. vii. Once accepted, Edge displays the Customer 360 view.
customer must provide their Account’s 8- digit PIN or Security Answer. C. If Account name states "Metro
Activation" it means that the customer has activated an account themselves and there was an issue with
the activation. so once the customer calls in to secure their account the name will show as “Metro
Activation”. D. If the account is a "Metro Activation" Send the customer One-time PIN a. Select the line
to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the customer can choose
which line will receive the onetime pin. b. Click Send OTP i. The customer’s phone will receive the one-
time PIN in a text message. c. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30
minutes to give the agent the one-time pin, otherwise the agent will have to send a new one (click
Resend OTP) 5 max attempts allowed, When maxed out, account locks for the rest of the day (store
cannot unlock it either). d. Click Continue e. If customer gave the agent an incorrect or expired one-time
PIN, Edge will display the following message: i. Re-confirm the PIN and try re-entering it. ii. If the PIN
fails, click Resend OTP. Edge will send the customer a new onetime PIN. f. Once accepted, Edge displays
the Customer 360 view. g. After securing the account, continue with the caller’s request.** NOTE:**
Making changes on the account involving customer sensitive data/changes will require a second
authentication, where the customer must provide their Accou
nt’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name and caller ID
(subscriber name) to the customer's name provided for the account. Verify the back-up security
question and answer as the information may not have been accurate at the time of activation and would
not populate to EDGE. Lastly, welcome the customer to the Metro by T-Mobile family check with them
to make sure their plan and additional services are correct on the account and support them for the
reason of the call F. HIGH Security Accounts a. Ask for the Caller’s Name b. Select the line to receive the
one-time PIN. **NOTE: ** On accounts with more than one line, the customer can choose which line will
receive the onetime pin. c. Click Send OTP d. Enter the PIN into the OTP field ** NOTE: ** the customer
will have 30 minutes to give the agent the one-time pin, otherwise the agent will have to send a new
one (click Resend OTP) 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store
cannot unlock it either). e. If customer gave the agent an incorrect or expired one-time PIN, Edge will
display the following message: i. Re-confirm the PIN and try re-entering it. ii. If the PIN fails, click Resend
OTP. Edge will send the customer a new onetime PIN. f. High Security Account Authentication screen will
show. g. Enter the High Security Password and tap continue **NOTE:** If they do not know their HIGH
their phone and Valid ID. h. Once accepted, Edge displays the Customer 360 view. G. Single Line
Accounts a. Always try OTP first. b. If the account is a single line and the phone is lost, stolen, HotSpot or
broken, you may use Automated Reviewer. i. Select Phone cannot receive One Time PIN (OTP) ii. Select
reason you cannot use OTP from the drop down: - Broken Device - Lost Device - Stolen Device - BYOD
(Bring your Own Device) - DOA (Dead on Arrival) - IoT (Inter
net of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone option for
Automated Reviewer iii. In Edge, answer the following questions. Edge will validate the answer for you.
The customer must be able to get 3 of 4 correct. You CANNOT assist them in anyway answering the
questions: - What month did you activate the account? - What day is your bill due on this account? -
How many phone lines does this account have? - How much was your last payment? (EDGE will verify;
Must be within $5 of the actual payment) - **NOTE:** EDGE will not show which questions the
customer answered correctly or incorrectly. If the customer asks, tell them that the billing system only
checks whether they've provided correct information, then continue with the call according to the
account breaches. NaN- If dispositioning the call, please use Changes: MDN Change. - Determine plan
customer wants. A. See MetroCare for plan details. B. Educate customer on plan differences. a. Loss or
Gain of Data/Mobile Hotspot: i. Changes to 5G/4G LTE data allotment. ii. Changes to mobile hotspot
allotment. iii. Click "Usage Details" and review 5G/4G LTE data usage. Educate
customer on how average data usage trends could be impacted by rate plan change. b. Loss or Gain of
Featured Services/Add-ons: i. Advise loss/gain of Amazon Prime. ii. Advise loss/gain of Google One. iii.
Advise loss/gain of service add-ons. c. If rate plan change results in increase to MRC: i. Use the
"Proration Calculator" to determine proration and advise prorated charges will be due along with
normal MRC on the customer's normal due date. - It may take up to 2 hours for provisioning once the
change is made. - Advise that if current plan is promotional they may not be able to get it back. - When
placing customers on hold, please remember that customer hold time must be less than 2 minutes. 4)
Process: - Review "Subscriber Details" in EDGE to determine if notifications are turned ON to ensure that
text messages for the featured plans can be received. A. Moving the customer to the following plans will
need to have notifications turned ON to receive the SMS for service registration: $50 Plan (50UNLG1) for
Google One Services $60 Plan (60UNLAMZ) for both Google One and Amazon Services. B. Advise
customer that if moving to the $50 Plan (50UNLG1) or the $60 Plan (60UNLAMZ), they will need to
follow the steps in the Link within the SMS that they receive when they move to one of the featured
plans. - In EDGE change the plan by clicking on the plan link next to details for the subscriber you are
changing the plan for. A. Then select the plan the customer wishes to have from the list that EDGE
provides. a. When downgrading a plan with Amazon Prime and a coupon is attached to a line remove
the coupon before proceeding with the plan change. b. Any mid cycle downgrades will be future dated.
NO EXCEPTIONS. There's no work around for this. i. Agents should not escalate this to a supervisor or
call center manager. c. Agents can still perform downgrades on suspended accounts owing $20 or more.
This remains unchanged. d. Once the plan has been established, select any Promos and Ad
d-on services the customer wants by clicking "Promos and Add-ons" and choosing the desired feature.
Then click "Continue" i. If the plan has Amazon Prime included, the Bolt-On (AMZPRM) needs to be
added - When changing the rate plan for the primary line enter AMZPRM in the coupon code field and
select APPLY. This code unlocks the Amazon Prime for UNLPROMO ( ONLY ONE COUPON CODE PER
ACCOUNT). - Select Amazon Prime for UNLPROMO and complete the standard flow. ii. The new plan
overview will display, verify the information is correct and click "Save". - The new plan will display on the
customer's account. - If plan is unsuccessful proceed to Call Assist: Account Maintenance- Tracking an
Order. 4) Recap: - Advise of Next Month payment. - Advise of Change text message. - If not already
done, advise customer of prorated charges. - New MRC. - Due Date. - Close the call using your OWN
UNIQUELY FEARLESS closing. Always remember to: A. Recap the reason for the call with the customer
prior to moving into your closing. B. Include a GENUINE loyalty statement. C. Ask if the customer HAS
ANY OTHER QUESTIONS or if there is anything else you can help with. D. Give your name again. E. Leave
a COMPLETE memo before exiting the account. F. It is optional for you to mention the survey to your
customer. G. Send a Thank You message.
Account Maintenance Change Account Security 1) Open the call using your OWN UNIQUELY FEARLESS
opening. Always remember to: A. Include your name and ID. B. If you are a DAS agent be sure to open
the call by saying "Thank you for calling into Dealer Access Support" prior to stating your name. C. If you
are a DSG agent be sure to open the call by saying "Thank you for calling into Dealer Support Group"
prior to stating your name. D. Make sure the call is answered within 5 seconds. E. Ensure your rate of
speech is clear so your customer can hear your OWN uniquely fearless opening. 2) Secure the Account.
A. Dealer Access Support: Proceed to Step 3 for account security instructions. B. Begin the process of
Account Security by searching for the customer’s account. a. Search for the customer’s account by the
following methods: – Account Number, Customer Phone Number , Device Serial Number (IMEI) b. Edge
displays the customer’s Account Authentication screen. i. Ask for the Caller’s Name - If account name is
different from the Caller’s Name, verify the FIRST and LAST name on the account. - To validate
acceptable account names, view the images below for Acceptable Names and Unacceptable Names -
Acceptable Names - Unacceptable Names - If the customer cannot secure name on the account advise
the account holder would need to visit a store with their phone and ONE valid photo ID. REMINDER -
photo ID MUST match the account name. ii. Select the line to receive the one-time PIN. **NOTE: ** On
accounts with more than one line, the customer can choose which line will receive the onetime pin. iii.
Click Send OTP iv. Enter the PIN into the OTP field ** NOTE: ** the customer will have 30 minutes to give
the agent the one-time pin, otherwise the agent will have to send a new one (click Resend OTP),If the
customer states they have not received the OTP after 30 mintues click on Send Push OTP. ONLY 5 max
attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock it eithe
r). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display
the following message: - Re-confirm the PIN and try re-entering it. - If the PIN fails, click Resend OTP.
Edge will send the customer a new one-time PIN. vii. Once accepted, Edge displays the Customer 360
view. viii. After securing the account, continue with the caller’s request. ** NOTE:** Making changes on
the account involving customer sensitive data/ changes will require a second authentication, where the
authentication, where the customer must provide thei
r Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name and
caller ID (subscriber name) to the customer's name provided for the account. Verify the back-up security
(Bring your Own Device) - DOA (Dead on Arrival) - IoT
(Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone
option for Automated Reviewer iii. In Edge, answer the following questions. Edge will validate the
account breaches. NaN- If dispositioning the call, please use Changes: Update Account Information. -
When placing customers on hold, please remember that customer hold time must be less than 2
minutes. 4) Process: - Only update the PIN. Ask the customer what they want to change it to. - In EDGE
change the customer's account security by clicking on the name link on the acc
ount details portion of the "Customer 360 View". A. Select the "Edit" link next to security information on
the manage account portion of EDGE. a. A new Second Authentication security measure has been
implemented before you can perform this activity. i. Edge displays the Second Authentication pop-up. ii.
Select Authenticated by PIN Number iii. **NOTE:** Agents can use the CTI info to perform the Second
Authentication, there’s no need to ask for the 8-digit PIN if they already provided it in the IVR. iv. Enter
the Authentication criteria (8-digit PIN) v. Click Continue vi. If the entry is valid, Edge will allow the
activity to be completed. vii. When the wrong Authentication has been entered, Edge will show the
following message. **NOTE:**There is 5 max attempts allowed. When maxed, account locks for 24
hours (the store cannot regain access.) - Confirm the PIN the customer and re-enter. b. **Reminder**
EDGE will no longer allow the mm/dd/yyyy configuration. c. Change the PIN i. If they do not know the 8-
digit PIN,send it to the customer using Forgot PIN option. ii. If the “Forgot PIN” option is not available
only offer to update the PIN. **NOTE:** We should never provide the customer with the PIN. iii. If the
customer would like a High Security account profile, select the desired profile under the back-up security
question iv. If the customer chooses High Security-Must Provide Password, remind the customer that
when accessing the account will need to provide the password instead of a pin number. Customer will
not be able to make changes through the IVR or My Account. v. If a customer chooses High Security -
Send to Metro by T-Mobile Store, remind customer that the only way they will be able to access the
account is to visit a store location, customer service will not be able to assist. d. Once the security has
been updated or changed click "Save". i. The saved information will appear as shown in the example
below: 4) Recap: - Advise the customer of the change text mes
sage. - Close the call using your OWN UNIQUELY FEARLESS closing. Always remember to: A. Recap the
reason for the call with the customer prior to moving into your closing. B. Include a GENUINE loyalty
statement. C. Ask if the customer HAS ANY OTHER QUESTIONS or if there is anything else you can help
with. D. Give your name again. E. Leave a COMPLETE memo before exiting the account. F. It is optional
for you to mention the survey to your customer. G. Send a Thank You message.
Account Maintenance Change Payment Cycle/BCR (BCC) 1) Open the call using your OWN UNIQUELY
FEARLESS opening. Always remember to: A. Include your name and ID. B. If you are a DAS agent be sure
to open the call by saying "Thank you for calling into Dealer Access Support" prior to stating your name.
Group" prior to stating your name. D. Make sure the call is answered within 5 seconds. E. Ensure your
rate of speech is clear so your customer can hear your OWN uniquely fearless opening. 2) Secure the
Account. A. Dealer Access Support: Proceed to Step 3 for account security instructions. B. Begin the
process of Account Security by searching for the customer’s account. a. Search for the customer’s
account by the following methods: – Account Number, Customer Phone Number , Device Serial Number
(IMEI) b. Edge displays the customer’s Account Authentication screen. i. Ask for the Caller’s Name - If
account name is different from the Caller’s Name, verify the FIRST and LAST name on the account. - To
validate acceptable account names, view the images below for Acceptable Names and Unacceptable
Names - Acceptable Names - Unacceptable Names - If the customer cannot secure name on the account
advise the account holder would need to visit a store with their phone and ONE valid photo ID.
REMINDER - photo ID MUST match the account name. ii. Select the line to receive the one-time PIN.
**NOTE: ** On accounts with more than one line, the customer can choose which line will receive the
onetime pin. iii. Click Send OTP iv. Enter the PIN into the OTP field ** NOTE: ** the customer will have
30 minutes to give the agent the one-time pin, otherwise the agent will have to send a new one (click
Resend OTP),If the customer states they have not received the OTP after 30 mintues click on Send Push
OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock i
t either). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will
display the following message: - Re-confirm the PIN and try re-entering it. - If the PIN fails, click Resend
OTP. Edge will send the customer a new one-time PIN. vii. Once accepted, Edge displays the Customer
360 view. viii. After securing the account, continue with the caller’s request. ** NOTE:** Making
changes on the account involving customer sensitive data/ changes will require a second authentication,
where the customer must provide their Account’s 8- digit PIN or Security Answer. C. If Account name
states "Metro Activation" it means that the customer has activated an account themselves and there
was an issue with the activation. so once the customer calls in to secure their account the name will
show as “Metro Activation”. D. If the account is a "Metro Activation" Send the customer One-time PIN a.
Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the
customer can choose which line will receive the onetime pin. b. Click Send OTP i. The customer’s phone
will receive the one-time PIN in a text message. c. Enter the PIN into the OTP field ** NOTE: ** the
customer will have 30 minutes to give the agent the one-time pin, otherwise the agent will have to send
a new one (click Resend OTP) 5 max attempts allowed, When maxed out, account locks for the rest of
the day (store cannot unlock it either). d. Click Continue e. If customer gave the agent an incorrect or
expired one-time PIN, Edge will display the following message: i. Re-confirm the PIN and try re-entering
it. ii. If the PIN fails, click Resend OTP. Edge will send the customer a new onetime PIN. f. Once accepted,
Edge displays the Customer 360 view. g. After securing the account, continue with the caller’s
request.** NOTE:** Making changes on the account involving customer sensitive data/changes will
require a second authentication, where the customer must provi
de their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name
and caller ID (subscriber name) to the customer's name provided for the account. Verify the back-up
security question and answer as the information may not have been accurate at the time of activation
and would not populate to EDGE. Lastly, welcome the customer to the Metro by T-Mobile family check
with them to make sure their plan and additional services are correct on the account and support them
for the reason of the call F. HIGH Security Accounts a. Ask for the Caller’s Name b. Select the line to
receive the one-time PIN. **NOTE: ** On accounts with more than one line, the customer can choose
which line will receive the onetime pin. c. Click Send OTP d. Enter the PIN into the OTP field ** NOTE: **
the customer will have 30 minutes to give the agent the one-time pin, otherwise the agent will have to
send a new one (click Resend OTP) 5 max attempts allowed, When maxed out, account locks for 24 hrs.
(store cannot unlock it either). e. If customer gave the agent an incorrect or expired one-time PIN, Edge
will display the following message: i. Re-confirm the PIN and try re-entering it. ii. If the PIN fails, click
Resend OTP. Edge will send the customer a new onetime PIN. f. High Security Account Authentication
screen will show. g. Enter the High Security Password and tap continue **NOTE:** If they do not know
their HIGH Security Password advise we are unable to assist them and refer the account holder to the
store with their phone and Valid ID. h. Once accepted, Edge displays the Customer 360 view. G. Single
Line Accounts a. Always try OTP first. b. If the account is a single line and the phone is lost, stolen,
HotSpot or broken, you may use Automated Reviewer. i. Select Phone cannot receive One Time PIN
(OTP) ii. Select reason you cannot use OTP from the drop down: - Broken Device - Lost Device - Stolen
Device - BYOD (Bring your Own Device) - DOA (Dead on Arrival
) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone
account breaches. NaN- If dispositioning the call, please use Billing: BCR. - Collect Due Immediately
charges if applicable. See “Making a Payment” if needed. - Due Immediately charges will apply. - $5 +
applicable tax fee. - Prorated charges - When placing customers on hold, please remember that
customer hold time must be less than 2 minutes. 4) Process: - **NOTE:
** When evaluating whether to offer the customer a Bill Cycle Reset make sure to look for the following:
A. Multiple BCRs within a 30 day period. B. Their data allotment for the line on their account (look for
used up data). C. Look for no late payments (if customer pays regularly on-time or within 5 days of their
due date, they might actually require a BCR). D. If you see similar conditions above on their account and
think the account might be subject to fraudulent activity, immediately notify a supervisor for direction.
E. **NOTE:** As an agent you are enabled to decline to perform a customer's requested activity if you
believe that there may be instances of fraud taking place on the account by the caller or somebody else.
F. When you do decline the customer's request, make sure to document the following: a. Name and ID
of the supervisor who approved your action b. Why the request was declined c. Data usage for the lines
on the account - Is the Customer’s line currently suspended? A. Yes - the line is suspended a. Inform
customer choose your payment cycle date is not an option until services have been restored. Advise
customer to call back once their services have been paid in full. B. No - the line is not currently
suspended a. In EDGE Select “Cycle Day” Link. b. Select the day the customer wants to be their new
Anniversary Date and Advise the customer of any prorated charges if the date is moving forward. c.
Helpful hint (make sure to let the customer know what their new payment date, anniversary date and
any amounts due before making the change. d. Then, select the customer's new anniversary date and
then click "Change Cycle". e. Inform the customer Bucket usages of plan and add-on features will not
reset or extend. This includes allotted data for plan, international usage for calling, texting, data, and
roaming. f. Inform the customer any Data top ups will remain on MDN until the account’s new
Anniversary Date. C. The cycle change has been completed. Please pr
oceed to the next step. 4) Recap: - New Anniversary Date and payment Due Date - Change text message
- Next payment Due Amount. - MRC - Close the call using your OWN UNIQUELY FEARLESS closing. Always
remember to: A. Recap the reason for the call with the customer prior to moving into your closing. B.
Include a GENUINE loyalty statement. C. Ask if the customer HAS ANY OTHER QUESTIONS or if there is
anything else you can help with. D. Give your name again. E. Leave a COMPLETE memo before exiting
the account. F. It is optional for you to mention the survey to your customer. G. Send a Thank You
message.
Account Maintenance Change Phone Number (MDN Change) 1) Open the call using your OWN
UNIQUELY FEARLESS opening. Always remember to: A. Include your name and ID. B. If you are a DAS
agent be sure to open the call by saying "Thank you for calling into Dealer Access Support" prior to
stating your name. C. If you are a DSG agent be sure to open the call by saying "Thank you for calling into
Dealer Support Group" prior to stating your name. D. Make sure the call is answered within 5 seconds. E.
Ensure your rate of speech is clear so your customer can hear your OWN uniquely fearless opening. 2)
Secure the Account. A. Dealer Access Support: Proceed to Step 3 for account security instructions. B.
Begin the process of Account Security by searching for the customer’s account. a. Search for the
customer’s account by the following methods: – Account Number, Customer Phone Number , Device
Serial Number (IMEI) b. Edge displays the customer’s Account Authentication screen. i. Ask for the
Caller’s Name - If account name is different from the Caller’s Name, verify the FIRST and LAST name on
the account. - To validate acceptable account names, view the images below for Acceptable Names and
Unacceptable Names - Acceptable Names - Unacceptable Names - If the customer cannot secure name
on the account advise the account holder would need to visit a store with their phone and ONE valid
photo ID. REMINDER - photo ID MUST match the account name. ii. Select the line to receive the one-
time PIN. **NOTE: ** On accounts with more than one line, the customer can choose which line will
receive the onetime pin. iii. Click Send OTP iv. Enter the PIN into the OTP field ** NOTE: ** the customer
one (click Resend OTP),If the customer states they have not received the OTP after 30 mintues click on
Send Push OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot
unlock
it either). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will
require a second authentication, where the customer must pro
vide their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account
name and caller ID (subscriber name) to the customer's name provided for the account. Verify the back-
up security question and answer as the information may not have been accurate at the time of
activation and would not populate to EDGE. Lastly, welcome the customer to the Metro by T-Mobile
family check with them to make sure their plan and additional services are correct on the account and
support them for the reason of the call F. HIGH Security Accounts a. Ask for the Caller’s Name b. Select
the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the customer
can choose which line will receive the onetime pin. c. Click Send OTP d. Enter the PIN into the OTP field
** NOTE: ** the customer will have 30 minutes to give the agent the one-time pin, otherwise the agent
will have to send a new one (click Resend OTP) 5 max attempts allowed, When maxed out, account locks
for 24 hrs. (store cannot unlock it either). e. If customer gave the agent an incorrect or expired one-time
fails, click Resend OTP. Edge will send the customer a new onetime PIN. f. High Security Account
Authentication screen will show. g. Enter the High Security Password and tap continue **NOTE:** If
they do not know their HIGH Security Password advise we are unable to assist them and refer the
account holder to the store with their phone and Valid ID. h. Once accepted, Edge displays the Customer
360 view. G. Single Line Accounts a. Always try OTP first. b. If the account is a single line and the phone is
lost, stolen, HotSpot or broken, you may use Automated Reviewer. i. Select Phone cannot receive One
Time PIN (OTP) ii. Select reason you cannot use OTP from the drop down: - Broken Device - Lost Device -
Stolen Device - BYOD (Bring your Own Device) - DOA (Dead on Arriv
al) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken
account breaches. NaN- If dispositioning the call, please use Changes: MDN Change. - Advise the loss of
MDN. A. If the number is ported, the number will return to the previous provider. - When placing
customers on hold, please remember that customer hold time must be less than 2 minutes. - The
voicemail password will NOT change when the MDN process is complete. -
If customer has an iPhone, Advise iMessage and FaceTime activation may take up to 24 hours if not
working immediately. - **NOTE:** This is free one time option per line, every 12 months. - Advise that
phone numbers are recycled and it may be possible to receive calls for the previous customer. - Advise
customer provisioning times can take up to 2hrs to complete but most changes usually take place right
away. 4) Process: - Offer Scam Shield- Advise of features. - Before processing an MDN change, check the
port status. A. To check the port status click on the "Menu", then under Account click on "Port Status".
B. If there is a port in progress, advise customer the MDN change cannot be complete while port is in
progress. C. If no port is in progress proceed to the next step. - Ask the customer if they are calling from
the phone. A. Not calling from the phone – Proceed to next step. B. Calling from the phone – Advise
customer: a. Call may get disconnected once change is completed. b. New phone number will be sent in
a text message c. If text message not received, they can dial #686# to retrieve the new number. - In
EDGE click the mobile number the customer would like to change. A. Select the Submarket for the area
code the customer would like to have. B. Select the area code and prefix. a. If the desired area code or
prefix is not available i. Use sincere empathy and explain the area code or prefix is not available and
advise the customer of their available options. C. Then click "Change Number". a. The number change
confirmation will show, advise the customer and click "Close". - Did the call disconnect? A. Yes – Leave a
COMPLETE memo before exiting account B. No – Proceed to next step - Ask the customer to make a test
call. A. If the test call is successful. a. Test Data connection. If unable to use Data, Troubleshoot. B. If the
test call failed. a. Advise the customer of provisioning and let them know to call back if the issue still
persists. 4) Recap: - Change text
message - Close the call using your OWN UNIQUELY FEARLESS closing. Always remember to: A. Recap
the reason for the call with the customer prior to moving into your closing. B. Include a GENUINE loyalty
Account Maintenance Change Rate Plan 1) Open the call using your OWN UNIQUELY FEARLESS opening.
When maxed out, account locks for 24 hrs. (store cannot unlock it either). v.
Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the
authentication, where the customer must provide their Accou
nt’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name and caller ID
(Bring your Own Device) - DOA (Dead on Arrival) - IoT (Inter
net of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone option for
account breaches. NaN- If dispositioning the call, please use Changes: MDN Change. - Determine plan
customer wants. A. See MetroCare for plan details. B. Educate customer on plan differences. a. Loss or
Gain of Data/Mobile Hotspot: i. Changes to 5G/4G LTE data allotment. ii. Changes to mobile hotspot
allotment. iii. Click "Usage Details" and review 5G/4G LTE data usage. Educate
customer on how average data usage trends could be impacted by rate plan change. b. Loss or Gain of
Featured Services/Add-ons: i. Advise loss/gain of Amazon Prime. ii. Advise loss/gain of Google One. iii.
Advise loss/gain of service add-ons. c. If rate plan change results in increase to MRC: i. Use the
"Proration Calculator" to determine proration and advise prorated charges will be due along with
normal MRC on the customer's normal due date. - It may take up to 2 hours for provisioning once the
change is made. - Advise that if current plan is promotional they may not be able to get it back. - When
placing customers on hold, please remember that customer hold time must be less than 2 minutes. 4)
Process: - Review "Subscriber Details" in EDGE to determine if notifications are turned ON to ensure that
text messages for the featured plans can be received. A. Moving the customer to the following plans will
need to have notifications turned ON to receive the SMS for service registration: $50 Plan (50UNLG1) for
Google One Services $60 Plan (60UNLAMZ) for both Google One and Amazon Services. B. Advise
customer that if moving to the $50 Plan (50UNLG1) or the $60 Plan (60UNLAMZ), they will need to
follow the steps in the Link within the SMS that they receive when they move to one of the featured
plans. - In EDGE change the plan by clicking on the plan link next to details for the subscriber you are
changing the plan for. A. Then select the plan the customer wishes to have from the list that EDGE
provides. a. When downgrading a plan with Amazon Prime and a coupon is attached to a line remove
the coupon before proceeding with the plan change. b. Any mid cycle downgrades will be future dated.
NO EXCEPTIONS. There's no work around for this. i. Agents should not escalate this to a supervisor or
call center manager. c. Agents can still perform downgrades on suspended accounts owing $20 or more.
This remains unchanged. d. Once the plan has been established, select any Promos and Ad
d-on services the customer wants by clicking "Promos and Add-ons" and choosing the desired feature.
Then click "Continue" i. If the plan has Amazon Prime included, the Bolt-On (AMZPRM) needs to be
added - When changing the rate plan for the primary line enter AMZPRM in the coupon code field and
select APPLY. This code unlocks the Amazon Prime for UNLPROMO ( ONLY ONE COUPON CODE PER
ACCOUNT). - Select Amazon Prime for UNLPROMO and complete the standard flow. ii. The new plan
overview will display, verify the information is correct and click "Save". - The new plan will display on the
customer's account. - If plan is unsuccessful proceed to Call Assist: Account Maintenance- Tracking an
Order. 4) Recap: - Advise of Next Month payment. - Advise of Change text message. - If not already
done, advise customer of prorated charges. - New MRC. - Due Date. - Close the call using your OWN
UNIQUELY FEARLESS closing. Always remember to: A. Recap the reason for the call with the customer
prior to moving into your closing. B. Include a GENUINE loyalty statement. C. Ask if the customer HAS
ANY OTHER QUESTIONS or if there is anything else you can help with. D. Give your name again. E. Leave
a COMPLETE memo before exiting the account. F. It is optional for you to mention the survey to your
customer. G. Send a Thank You message.
Account Maintenance Change Voicemail (VM) language 1) Open the call using your OWN UNIQUELY
OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock i
t either). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will
require a second authentication, where the customer must provi
de their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name
Device - BYOD (Bring your Own Device) - DOA (Dead on Arrival
) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone
account breaches. NaN- If dispositioning the call, please use Troubleshooting: Voicemail. - HELPFUL
HINT: A. If customer also inquires about their language preference for SMS, the language may be
changed at any time through the settings on their phone - Advise the customer the voicemail box only
supports English and Spanish. - When placing customers on hold, please
remember that customer hold time must be less than 2 minutes. 4) Process: - If the customer needs to
change the voice mail language, advise the customer to do the following: A. Call the Voicemal a. Call the
voicemail by pressing and holding 1. b. Enter the voicemail password. (the voicemail password is preset
to the last four of the customer's MDN). c. Once the Voicemail password has been entered, tap # then 4
and pause, and then 7. The Voicemail will now automatically start speaking in the desired language. (The
Voicemail can toggle between Spanish and English). B. In EDGE a. Change the voicemail language by
clicking the subscriber's name link. b. On the account details click "Edit." c. A new Second Authentication
security measure has been implemented before you can perform this activity. **NOTE:** Performing
second authentication only needs to be done once. i. Edge displays the Second Authentication pop-up.
ii. Select Authenticated by PIN Number iii. **NOTE:** Agents can use the CTI info to perform the Second
Authentication, there’s no need to ask for the 8-digit PIN if they already provided it in the IVR. iv. Enter
the Authentication criteria (8-digit PIN) v. Click Continue vi. If the entry is valid, Edge will allow the
activity to be completed. vii. When the wrong Authentication has been entered, Edge will show the
hours (the store cannot regain access.) - Confirm the PIN with the customer and re-enter. - If the caller
does not know the 8 digit PIN check the Account Security. - For Active & Suspended accounts NOT on
High Security: - Ask them if they know the Billing Zip Code of the Account. (DO NOT provide any hints –
Example: We cannot ask for the zip code that was used when activating their phone/service.) - If the
customer doesn't don’t know the billing Zip Code, advise them that we would be unable to assist. Advise
that the account holder would need to visit a stor
e with their phone and valid photo ID. - If customers have their phone and know the billing Zip Code,
send them a text message with the PIN by clicking "Forgot Pin”, Then enter the customer's zip code they
created the account with and click "Submit". (The text message will go to the phone number selected in
EDGE). - For High Security accounts: - Advise that we would be unable to assist. Advise that the account
holder would need to visit a store with their phone and valid photo ID. - **NOTE:** If the customer
cannot remember their Account PIN, offer to change the Account PIN. Proceed to Change Account
Security. d. Change Voicemail language and click "Save."
Account Maintenance Change Language of Messages From Metro By T-Mobile 1) Open the call using
your OWN UNIQUELY FEARLESS opening. Always remember to: A. Include your name and ID. B. If you
are a DAS agent be sure to open the call by saying "Thank you for calling into Dealer Access Support"
prior to stating your name. C. If you are a DSG agent be sure to open the call by saying "Thank you for
calling into Dealer Support Group" prior to stating your name. D. Make sure the call is answered within 5
seconds. E. Ensure your rate of speech is clear so your customer can hear your OWN uniquely fearless
opening. 2) Secure the Account. A. Dealer Access Support: Proceed to Step 3 for account security
instructions. B. Begin the process of Account Security by searching for the customer’s account. a. Search
for the customer’s account by the following methods: – Account Number, Customer Phone Number ,
Device Serial Number (IMEI) b. Edge displays the customer’s Account Authentication screen. i. Ask for
the Caller’s Name - If account name is different from the Caller’s Name, verify the FIRST and LAST name
on the account. - To validate acceptable account names, view the images below for Acceptable Names
and Unacceptable Names - Acceptable Names - Unacceptable Names - If the customer cannot secure
name on the account advise the account holder would need to visit a store with their phone and ONE
valid photo ID. REMINDER - photo ID MUST match the account name. ii. Select the line to receive the
receive the onetime pin. iii. Click Send OTP iv. Enter the PIN into the OTP field ** NOTE: ** the customer
one (click Resend OTP),If the customer states they have not received the OTP after 30 mintues click on
Send Push OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (s
tore cannot unlock it either). v. Click Continue vi. If customer gave the agent an incorrect or expired one-
time PIN, Edge will display the following message: - Re-confirm the PIN and try re-entering it. - If the PIN
fails, click Resend OTP. Edge will send the customer a new one-time PIN. vii. Once accepted, Edge
displays the Customer 360 view. viii. After securing the account, continue with the caller’s request. **
NOTE:** Making changes on the account involving customer sensitive data/ changes will require a
second authentication, where the customer must provide their Account’s 8- digit PIN or Security
Answer. C. If Account name states "Metro Activation" it means that the customer has activated an
account themselves and there was an issue with the activation. so once the customer calls in to secure
their account the name will show as “Metro Activation”. D. If the account is a "Metro Activation" Send
the customer One-time PIN a. Select the line to receive the one-time PIN. **NOTE: ** On accounts with
more than one line, the customer can choose which line will receive the onetime pin. b. Click Send OTP i.
The customer’s phone will receive the one-time PIN in a text message. c. Enter the PIN into the OTP field
for the rest of the day (store cannot unlock it either). d. Click Continue e. If customer gave the agent an
incorrect or expired one-time PIN, Edge will display the following message: i. Re-confirm the PIN and try
re-entering it. ii. If the PIN fails, click Resend OTP. Edge will send the customer a new onetime PIN. f.
Once accepted, Edge displays the Customer 360 view. g. After securing the account, continue with the
caller’s request.** NOTE:** Making changes on the account involving customer sensitive data/changes
will require a second authentication, where the
customer must provide their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation"
Change the account name and caller ID (subscriber name) to the customer's name provided for the
account. Verify the back-up security question and answer as the information may not have been
accurate at the time of activation and would not populate to EDGE. Lastly, welcome the customer to the
Metro by T-Mobile family check with them to make sure their plan and additional services are correct on
the account and support them for the reason of the call F. HIGH Security Accounts a. Ask for the Caller’s
Name b. Select the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line,
the customer can choose which line will receive the onetime pin. c. Click Send OTP d. Enter the PIN into
the OTP field ** NOTE: ** the customer will have 30 minutes to give the agent the one-time pin,
otherwise the agent will have to send a new one (click Resend OTP) 5 max attempts allowed, When
maxed out, account locks for 24 hrs. (store cannot unlock it either). e. If customer gave the agent an
incorrect or expired one-time PIN, Edge will display the following message: i. Re-confirm the PIN and try
re-entering it. ii. If the PIN fails, click Resend OTP. Edge will send the customer a new onetime PIN. f.
High Security Account Authentication screen will show. g. Enter the High Security Password and tap
continue **NOTE:** If they do not know their HIGH Security Password advise we are unable to assist
them and refer the account holder to the store with their phone and Valid ID. h. Once accepted, Edge
displays the Customer 360 view. G. Single Line Accounts a. Always try OTP first. b. If the account is a
single line and the phone is lost, stolen, HotSpot or broken, you may use Automated Reviewer. i. Select
Phone cannot receive One Time PIN (OTP) ii. Select reason you cannot use OTP from the drop down: -
Broken Device - Lost Device - Stolen Device - BYOD (Bring your Own Device) -
DOA (Dead on Arrival) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone,
use the Broken Phone option for Automated Reviewer iii. In Edge, answer the following questions. Edge
will validate the answer for you. The customer must be able to get 3 of 4 correct. You CANNOT assist
them in anyway answering the questions: - What month did you activate the account? - What day is
your bill due on this account? - How many phone lines does this account have? - How much was your
last payment? (EDGE will verify; Must be within $5 of the actual payment) - **NOTE:** EDGE will not
show which questions the customer answered correctly or incorrectly. If the customer asks, tell them
that the billing system only checks whether they've provided correct information, then continue with
the call according to the response EDGE gave. iv. If the customer passes Automated Reviewer they will
have basic level access to the account. They can do everything except account sensitive activities such as
Device Changes v. For full account access, they must provide the 8-digit account PIN when prompted. vi.
If the customer fails Automated Reviewer, refer the account holder to the store with I.D., no exceptions.
vii. If customer says they have a multi-phone line account, send the OTP to one of the other phones on
the account. viii. If unable to send to a different phone on the account and only after all resources have
been used, you may use the Automated Reviewer for a multi-line account. ix. **NOTE:** It it extremely
important to use best judgement when using the Automated Reviewer for multi-line accounts as agents
are liable for account breaches. NaN- If dispositioning the call, please use Changes: Update Account
Information. - When placing customers on hold, please remember that customer hold time must be less
than 2 minutes. 4) Process: - If determined the customer wishes to change their language preference for
Messages From Metro By T-Mobile, click the customer's Cal
ler ID name and press "Edit" next to "Subscriber Details." A. A new Second Authentication security
measure has been implemented before you can perform this activity. **NOTE:** Performing second
authentication only needs to be done once. a. Edge displays the Second Authentication pop-up. b. Select
Authenticated by PIN Number c. **NOTE:** Agents can use the CTI info to perform the Second
Authentication, there’s no need to ask for the 8-digit PIN if they already provided it in the IVR. d. Enter
the Authentication criteria (8-digit PIN) e. Click Continue f. If the entry is valid, Edge will allow the
activity to be completed. g. When the wrong Authentication has been entered, Edge will show the
hours (the store cannot regain access.) i. Confirm the PIN with the customer and re-enter. ii. If the caller
does not know the 8 digit PIN check the Account Securityiii. For Active & Suspended accounts NOT on
that the account holder would need to visit a store with their phone and valid photo ID. - If customers
have their phone and know the billing Zip Code, send them a text message with the PIN by clicking
"Forgot Pin”, Then enter the customer's zip code they created the account with and click "Submit". (The
text message will go to the phone number selected in EDGE). iv. For High Security accounts: v.
**NOTE:** If the customer cannot remember their Account PIN, Offer to change the Account PIN.
Proceed to Change Account Security. B. Advise the customer it may take up to 2 hours for provisioning
once the change has been made. C. Find the box that states "Language Preferences" and select
the customer's preferred language then click Save. 4) Recap: - SMS sent from Metro by T-Mobile should
now be in preferred language. - Change SMS. - Advise the customer it may take up to 2 hours for
provisioning once the change has been made. - Close the call using your OWN UNIQUELY FEARLESS
closing. Always remember to: A. Recap the reason for the call with the customer prior to moving into
your closing. B. Include a GENUINE loyalty statement. C. Ask if the customer HAS ANY OTHER
QUESTIONS or if there is anything else you can help with. D. Give your name again. E. Leave a COMPLETE
memo before exiting the account. F. It is optional for you to mention the survey to your customer. G.
Send a Thank You message.
Account Maintenance Opt-In to Payment Notifications 1) Open the call using your OWN UNIQUELY
OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock
it either). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will
require a second authentication, where the customer must pro
vide their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account
name and caller ID (subscriber name) to the customer's name provided for the account. Verify the back-
up security question and answer as the information may not have been accurate at the time of
activation and would not populate to EDGE. Lastly, welcome the customer to the Metro by T-Mobile
family check with them to make sure their plan and additional services are correct on the account and
support them for the reason of the call F. HIGH Security Accounts a. Ask for the Caller’s Name b. Select
the line to receive the one-time PIN. **NOTE: ** On accounts with more than one line, the customer
can choose which line will receive the onetime pin. c. Click Send OTP d. Enter the PIN into the OTP field
for 24 hrs. (store cannot unlock it either). e. If customer gave the agent an incorrect or expired one-time
fails, click Resend OTP. Edge will send the customer a new onetime PIN. f. High Security Account
Authentication screen will show. g. Enter the High Security Password and tap continue **NOTE:** If
they do not know their HIGH Security Password advise we are unable to assist them and refer the
account holder to the store with their phone and Valid ID. h. Once accepted, Edge displays the Customer
360 view. G. Single Line Accounts a. Always try OTP first. b. If the account is a single line and the phone is
lost, stolen, HotSpot or broken, you may use Automated Reviewer. i. Select Phone cannot receive One
Time PIN (OTP) ii. Select reason you cannot use OTP from the drop down: - Broken Device - Lost Device -
Stolen Device - BYOD (Bring your Own Device) - DOA (Dead on Arriv
al) - IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken
account breaches. NaN- If dispositioning the call, please use Changes: Update Account Information. -
When placing customers on hold, please remember that customer hold time must be less than 2
minutes. 4) Process: - Change the customers statement preference. A. In EDGE click the name of the
specified subscriber that would like to change their SMS preference. B. T
hen click "Edit" next to the subscriber details. C. A new Second Authentication security measure has
been implemented before you can perform this activity. **NOTE:** Performing second authentication
only needs to be done once. a. Edge displays the Second Authentication pop-up. b. Select Authenticated
by PIN Number c. **NOTE:** Agents can use the CTI info to perform the Second Authentication, there’s
no need to ask for the 8-digit PIN if they already provided it in the IVR. d. Enter the Authentication
criteria (8-digit PIN) e. Click Authenticate f. If the entry is valid, Edge will allow the activity to be
completed. g. **NOTE:**There is 5 max attempts allowed. When maxed, account locks for the rest of
the day (store cannot unlock it either.) i. Confirm the PIN with the customer and re-enter. ii. If the caller
does not know the 8 digit PIN check the Account Securityiii. For Active & Suspended accounts NOT on
that the account holder would need to visit a store with their phone and valid photo ID. - If customers
have their phone and know the billing Zip Code, send them a text message with the PIN by clicking
"Forgot Pin”, Then enter the customer's zip code they created the account with and click "Submit". (The
text message will go to the phone number selected in EDGE). iv. For High Security accounts: - Advise that
we would be unable to assist. Advise that the account holder would need to visit a store with their
phone and valid photo ID. v. **NOTE:** If the customer cannot remember their Account PIN, offer to
change the Account PIN. Proceed to Change Account Security. D. Add the check mark under the Text
Notification portion of the subscriber details and click "Save"
. 4) Recap: - Change text message - Close the call using your OWN UNIQUELY FEARLESS closing. Always
remember to: A. Recap the reason for the call with the customer prior to moving into your closing. B.
Include a GENUINE loyalty statement. C. Ask if the customer HAS ANY OTHER QUESTIONS or if there is
anything else you can help with. D. Give your name again. E. Leave a COMPLETE memo before exiting
the account. F. It is optional for you to mention the survey to your customer. G. Send a Thank You
message.
Payments Unable To Process Payments/Card Issues 1) Open the call using your OWN UNIQUELY
OTP. ONLY 5 max attempts allowed, When maxed out, account locks for 24 hrs. (store cannot unlock it e
ither). v. Click Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will
require a second authentication, where the customer must provide
their Account’s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name
Device - BYOD (Bring your Own Device) - DOA (Dead on Arrival) -
IoT (Internet of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone
account breaches. NaN- If dispositioning the call, please use Billing: Payment. - When placing customers
on hold, please remember that customer hold time must be less than 2 minutes. 4) Process: - Identify
the specific payment issue. A. Express pay (Online) payments a. Attempt to process the payment to
reproduce the “issue”. See “Taking Payments (authenticated and bli
nd)" for assistance if needed. i. If successful, educate the customer on how to properly enter the card
information. ii. If unsuccessful, review memos within EDGE for any issue noted on the account or error
messages. - If no memo was recorded or no instructions were posted: - Ask the customer if this is the
first occurrence of the issue. - For first time issues with the card, advise customer to check with their
banking institution on why we’re unable to process card. Offer to process the payment with another
card. - For more multiple unsuccessful attempts, submit an ESP ticket and request for the card to be
“white-listed”. - Advise the customer it could take up to 72 hours to receive the resolution for the ESP. -
If an ESP ticket was submitted and resolved, and the card still has issues, advise the customer to go to a
store to make cash payment. B. AutoPay Payments a. Confirm with the customer that the card
information has not changed. i. If the card information has changed update the customer’s card
information. See “Wants to enroll in AutoPay” for assistance if needed. ii. If the information is valid and
the card is still generating issues: - Advise customer to check with their banking institution on why we’re
unable to process card. Offer to process the payment with another card. - Submit an ESP and request for
the card to be “white-listed”. - Advise the customer it could take up to 72 hours to receive the resolution
for the ESP. - If an ESP ticket was submitted and resolved, and the card still has issues, escalate to
Metrolive. C. EDGE/IVR/MyMetro Payments a. Attempt to process the payment to reproduce the
“issue”. See “Taking a payment-(authenticated)" for assistance if needed. i. If payment is unsuccessful,
review memos within EDGE for any issue noted on the account or error messages. - If no memo was
recorded or no instructions were posted: - Ask the customer if this is the first occurrence of the issue. -
For first time issues with the card, advise customer
to check with their banking institution on why we’re unable to process card. Offer to process the
payment with another card. - For more multiple unsuccessful attempts, submit an ESP ticket and request
for the card to be “white-listed.” - Advise the customer it could take up to 72 hours to receive the
resolution for the ESP. - If an ESP ticket was submitted and resolved, and the card still has issues, advise
the customer to go to a store to make cash payment. 4) Recap: - Provide recap and explain what to
expect next. - Close the call using your OWN UNIQUELY FEARLESS closing. Always remember to: A.
Recap the reason for the call with the customer prior to moving into your closing. B. Include a GENUINE
loyalty statement. C. Ask if the customer HAS ANY OTHER QUESTIONS or if there is anything else you can
help with. D. Give your name again. E. Leave a COMPLETE memo before exiting the account. F. It is
optional for you to mention the survey to your customer. G. Send a Thank You message.
Payments Making a Payment 1) Open the call using your OWN UNIQUELY FEARLESS opening. Always
remember to: A. Include your name and ID. B. If you are a DAS agent be sure to open the call by saying
"Thank you for calling into Dealer Access Support" prior to stating your name. C. If you are a DSG agent
be sure to open the call by saying "Thank you for calling into Dealer Support Group" prior to stating your
name. D. Make sure the call is answered within 5 seconds. E. Ensure your rate of speech is clear so your
customer can hear your OWN uniquely fearless opening. 2) Secure the Account. A. Dealer Access
Support: Proceed to Step 3 for account security instructions. B. Begin the process of Account Security by
searching for the customer’s account. a. Search for the customer’s account by the following methods: –
Account Number, Customer Phone Number , Device Serial Number (IMEI) b. Edge displays the
customer’s Account Authentication screen. i. Ask for the Caller’s Name - If account name is different
When maxed out, account locks for 24 hrs. (store cannot unlock it either). v. Click Conti
nue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the following
the customer a new one-time PIN. vii. Once accepted, Edge displays the Customer 360 view. viii. After
securing the account, continue with the caller’s request. ** NOTE:** Making changes on the account
involving customer sensitive data/ changes will require a second authentication, where the customer
must provide their Account’s 8- digit PIN or Security Answer. C. If Account name states "Metro
authentication, where the customer must provide their Account’s 8- dig
it PIN. E. Once in the account for a "Metro Activation" Change the account name and caller ID
(Bring your Own Device) - DOA (Dead on Arrival) - IoT (Internet of Thin
gs) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone option for Automated
Reviewer iii. In Edge, answer the following questions. Edge will validate the answer for you. The
customer must be able to get 3 of 4 correct. You CANNOT assist them in anyway answering the
account breaches. NaN- If dispositioning the call, please use Billing: Payment. - **Note:** Do not waive
or credit the payment fee unless instructed by Metro Corporate. We should always attempt to collect
the fee or advise of self-service options. - When placing customers on hold, please remember that
customer hold time must be less than 2 minutes. - Advise of the $5 payment fee, unless th
e payment amount is less than or equal to $24.99. A. If the customer does not want to pay the service
fee, advise of self-service options by referring to Call Assist: Self Service Options> Making a Payment. -
Advise customer provisioning times can take up to 2hrs to complete but most changes usually take place
right away. 4) Process: - **Note:** If the customer knows the payment amount and no other account
changes are required, use Anonymous/Blind. - Authenticated or Anonymous/Blind Payment? A.
Authenticated a. In EDGE 360 view, click on the “Pay” button. b. Select the correct card type:
Credit/Debit/Gift Card or Payment Card. i. Credit/Debit/Gift Card - **Note:** Gift Cards are processed in
the same manner as credit cards. The customer is responsible for activating the gift card as well as the
known balance. - Enter the payment amount and card information. - Before submitting the payment,
offer to save the card on file for future payments. - If the customer wants to save their payment method
select the box "Save as Payment Method for Subscriber." - Click on “Submit” to continue. - The Payment
Confirmation page will show the payment was successful. ii. Payment Card - Select the “Top-Up PIN”
tab. - Enter the payment amount and card information. - Payment cards are redeemed with a 10-digit
PIN. - Click on “Submit” to continue. - The Payment Confirmation page will show the payment was
successful. - **Note:** Customers having trouble redeeming their Payment Card should be referred to
Wal-Mart with their receipt. iii. If the payment was unsuccessful refer to Call Assist: Payments> Unable
to Process Payments/Card Issues. B. Anonymous/Blind a. Process the payment by selecting the
"Anonymous Payment" tab in EDGE. b. Enter the Phone Number and click “Continue.” c. Select the
correct Card type: Credit/Debit/Gift Card or Payment Card. i. Credit/Debit/Gift Card - **Note:** Gift
Cards are processed in the same manner as credit cards. The customer is responsible for activating th
e gift card as well as the known balance. - Enter the payment information and amount. - If customer
doesn't know how much to pay: - Advise the customer to check their MyMetro app to view account
balance. - Offer to send the balance as a text message. - Go to metrobyt-mobile.com and click "Easy
Pay." - Enter the phone number both time. - Click on "Next." - Click on "Text me my balance." - Offer to
access the account to verify balance. - Click on "Save" to continue. - The Payment Confirmation page will
show the payment was successful. ii. Payment Card - Select the “Top-Up PIN” tab. - Enter the payment
information and amount. - If customer doesn't know how much to pay: - Advise the customer to check
their MyMetro app to view account balance. - Offer to send the balance as a text message. - Go to
metrobyt-mobile.com and click "Easy Pay." - Enter the phone number both time. - Click on "Next." - Click
on "Text me my balance." - Offer to access the account to verify balance. - Payment cards are redeemed
with a 10-digit PIN. - Click on "Save" to continue. - The Payment Confirmation page will show the
payment was successful. - **Note:** Customers having trouble redeeming their Payment Card should
be referred to Wal-Mart with their receipts. iii. If the payment was unsuccessful refer to Call Assist:
Payments> Unable to Process Payments/Card Issues. 4) Recap: - Authenticated: A. Advise of MRC and
due date. B. Advise of confirmation text message. - Anonymous/Blind: A. Advise of confirmation text
message. - Close the call using your OWN UNIQUELY FEARLESS closing. Always remember to: A. Recap
the reason for the call with the customer prior to moving into your closing. B. Include a GENUINE loyalty
Troubleshooting Networks Services 1) Open the call using your OWN UNIQUELY FEARLESS opening.
When maxed out, account locks for 24 hrs. (store cannot unlock it either). v. Cli
ck Continue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the
authentication, where the customer must provide their Account’
s 8- digit PIN. E. Once in the account for a "Metro Activation" Change the account name and caller ID
(Bring your Own Device) - DOA (Dead on Arrival) - IoT (Internet
of Things) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone option for
account breaches. NaN- If dispositioning the call, please use Troubleshooting: Network Coverage/
Speed. - Suggested Probing Questions: Collect information from the customer to determine what is the
situation, duration, and location of the issue. The following steps will provide suggested probing
questions: A. Situation a. Ask the customer if they can make calls, receive texts, and
access data. b. Ask the customer what were they previously doing with the device when the issue
started happening. c. Ask the customer if they have signal bars showing on the device in question. d.
Verify with the customer to see if there are any errors appearing on the device or when they call out. e.
Ask the customer if any settings or changes were made prior to this issue occurring. (Ex. Software
updates, software update notifications, etc.) B. Duration a. Verify if this happens every time they try to
do anything on the device. b. Ask the customer how often does it happen. c. Ask the customer when this
first started to occur. d. Verify with the customer how many times the issue occurs throughout the day.
e. Verify with the customer how many times in a day this happens. f. Ask the customer how long they
have been experiencing the issue. C. Location a. Ask the customer where they normally experience
these issues.(Ex. Home, work, school etc.) b. Ask the customer how many signal bars they have
indoors/outdoors. c. Ask the customer if they see E, 3G, 4G, 5G, on the top of the screen. d. Verify with
the customer if the signal bars fluctuate in their location. e. Ask the customer if they are inside or
outside. - When placing customers on hold, please remember that customer hold time must be less than
2 minutes. 4) Process: - GSM/Service - NO SERVICE A. Please follow the link to Mpower Steps to
troubleshoot NO SERVICE. - GSM/Service Roam - No Service while Roaming A. Please follow the link to
Mpower Steps to troubleshoot No service while roaming.
Troubleshooting Messaging 1) Open the call using your OWN UNIQUELY FEARLESS opening. Always
remember to: A. Include your name and ID. B. If you are a DAS agent be sure to open the call by saying
"Thank you for calling into Dealer Access Support" prior to stating your name. C. If you are a DSG agent
be sure to open the call by saying "Thank you for calling into Dealer Support Group" prior to stating your
name. D. Make sure the call is answered within 5 seconds. E. Ensure your rate of speech is clear so your
customer can hear your OWN uniquely fearless opening. 2) Secure the Account. A. Dealer Access
Support: Proceed to Step 3 for account security instructions. B. Begin the process of Account Security by
searching for the customer’s account. a. Search for the customer’s account by the following methods: –
Account Number, Customer Phone Number , Device Serial Number (IMEI) b. Edge displays the
customer’s Account Authentication screen. i. Ask for the Caller’s Name - If account name is different
When maxed out, account locks for 24 hrs. (store cannot unlock it either). v. Click Conti
nue vi. If customer gave the agent an incorrect or expired one-time PIN, Edge will display the following
the customer a new one-time PIN. vii. Once accepted, Edge displays the Customer 360 view. viii. After
securing the account, continue with the caller’s request. ** NOTE:** Making changes on the account
involving customer sensitive data/ changes will require a second authentication, where the customer
must provide their Account’s 8- digit PIN or Security Answer. C. If Account name states "Metro
authentication, where the customer must provide their Account’s 8- dig
it PIN. E. Once in the account for a "Metro Activation" Change the account name and caller ID
(Bring your Own Device) - DOA (Dead on Arrival) - IoT (Internet of Thin
gs) - HotSpot - If the Customer is Calling from a flip phone, use the Broken Phone option for Automated
Reviewer iii. In Edge, answer the following questions. Edge will validate the answer for you. The
customer must be able to get 3 of 4 correct. You CANNOT assist them in anyway answering the
account breaches. NaN- If dispositioning the call, please use Troubleshooting: SMS/MMS. - Suggested
Probing Questions: Collect information from the customer to determine what is the situation, duration,
and location of the issue. The following steps will provide suggested probing questions: A. Situation a.
Ask the customer if they can make calls, receive texts, and access data. b. Ask the
customer what were they previously doing with the device when the issue started happening. c. Ask the
customer if they have signal bars showing on the device in question. d. Verify with the customer to see if
there are any errors appearing on the device or when they call out. e. Ask the customer if any settings or
changes were made prior to this issue occurring. (Ex. Software updates, software update notifications,
etc.) B. Duration a. Verify if this happens every time they try to do anything on the device. b. Ask the
customer how often does it happen. c. Ask the customer when this first started to occur. d. Verify with
the customer how many times the issue occurs throughout the day. e. Ask the customer how long they
have been experiencing the issue. C. Location a. Ask the customer where they normally experience
these issues.(Ex. Home, work, school etc.) b. Ask the customer how many signal bars they have
indoors/outdoors. c. Ask the customer if they see E, 3G, 4G, 5G, on the top of the screen. d. Verify with
the customer if the signal bars fluctuate in their location. e. Ask the customer if they are inside or
outside. - When placing customers on hold, please remember that customer hold time must be less than
2 minutes. 4) Process: - Group Message - Can't send/receive A. Please follow the link to MPower steps to
troubleshoot Group Message-Can't send/receive. - Inter SMS - Can't send and receive Texts while in the
U.S. A. Please follow the link to MPower steps to troubleshoot Inter SMS - Can't send/receive Texts
while in the U.S. - Messaging - Can't receive A. Please follow the link to MPower steps to troubleshoot
Messaging - Can't receive. - Messaging - Can't send A. Please follow the link to MPower steps to
troubleshoot Messaging - Can't send. - Messaging - Can't send/receive A. Please follow the link to
MPower steps to troubleshoot Messaging - Can't send/receive. - Messaging - Deregister iMessage A.
Please follow the link to MPower steps to troubleshoot Messaging -
Deregister iMessage. - Messaging - Unwanted/Unsolicited A. Please follow the link to MPower steps to
troubleshoot Messaging - Unwanted/Unsolicited. - PICT / MMS - Can't receive A. Please follow the link
to MPower steps to troubleshoot PICT / MMS - Can't receive. - PICT / MMS - Can't send A. Please follow
the link to MPower steps to troubleshoot PICT / MMS - Can't send. - PICT / MMS - Can't send/receive A.
Please follow the link to MPower steps to troubleshoot PICT / MMS - Can't send/receive. - Short Code -
Can't send/receive A. Please follow the link to MPower steps to troubleshoot Short Code - Can't
send/receive. - Retrieve old messages A. We are NOT able to retrieve deleted text messages. Follow
alternative steps in Mpower to backup and restore text messages.
AREA CODE : Legacy Markets:Atlanta : 229, 334, 404, 470, 478, 678,706,762, 770, 803, 864 - NORTH
CENTRALBakersfield: 661, 805 WEST251 is available on BirminghamYakima - 509 WESTBoston: 207, 401,
603,774, 857, 860, 978, 339, 351, 508, 617, 781 NORTH EASTDallas/Ft. Worth:214, 254, 318, 430, 469,
682, 817, 903, 936, 940, 972, NORTH CENTRALDaytona (N FL):386 SOUTH EASTDetroit: 231, 248, 269,
313, 517, 586, 616, 734, 810, 989, 947 GREAT LAKEGainesville (N FL): 352, 904 SOUTH EASTHartford
(BOS): 203, 413, 475, 518, 607, 860, 959 NORTH EASTJacksonville (N FL):352, 386, 843, 904, 912, 954
SOUTH EASTLakeland (C FL): 863 SOUTH EASTLas Vegas: 702, 725, 775 WESTLos Angeles: 213, 310, 323,
424, 442, 562, 626, 657, 661, 714, 747, 760, 805, 818, 909, 949, 951, WESTMiami (S FL): 239, 305, 561,
754, 772, 786, 863, 941 SOUTH EASTNew York: 201, 203, 212, 347, 475, 516, 551, 631, 646, 732, 845,
848, 862, 908, 914, 929, 973, 917, 718 NORTH EASTOrlando (N FL): 321, 352, 407 SOUTH
EASTPhiladelphia: 267, 272, 302, 410, 443, 484, 570, 609, 610, 717, 856, 908 NORTHEASTSan Francisco:
408, 415, 510, 650, 707, 805, 831, 925, 669 WESTSacramento: 209, 530, 707, 775, 916 WESTTampa (C
FL) - 352, 727, 813, 863, 941 SOUTH EAST Apollo 15 Markets Austin: 254, 512, 737, 979 SOUTH
CENTRALBirmingham: 205, 228 251, 256, 334, 850, NORTH CENTRALCleveland/Akron: 216, 234, 330,
440, 567, 724, 814, 878 GREAT LAKECorpus Christi: 361 SOUTH CENTRALFresno: 559 WESTHouston: 337,
346, 409, 832, 936, 979, 281, 713 SOUTH CENTRALMemphis: 662, 731, 870, 901 NORTH CENTRALNew
Orleans: 225, 228, 337, 504, 985, 601, 769, 850 NORTH CENTRALRio Grande Valley-Laredo: 830, 956
SOUTH EASTSan Diego: 442, 619, 760, 858 WESTSan Antonio: 210, 726, 830 SOUTH
CENTRALSeattle/Tacoma: 206, 253, 360, 425, 208, 509 WESTToledo/Sandusky: 419, 567 GREAT
LAKESTallahassee: 229, 850 SOUTHEASTWashington DC/Baltimore: 202, 240, 301, 302, 410, 443, 540,
571, 667, 703, 304, 681 SOUTHEAST Apollo 2.0 Albuquerque-Santa Fe NM: 505, 575 SOUTH
CENTRALCinci
nnati-Dayton OH: 513, 859, 937 GREAT LAKESColumbus OH: 614, 740 GREAT LAKESDenver-Colorado
Springs-Pueblo CO: 719, 720, 970, 303 SOUTH CENTRALEl Paso TX (Las Cruces NM): 575, 915 SOUTH
CENTRALFayetteville AR: 479, 918 NORTH CENTRALIndianapolis IN: 317, 463, 765, 812 GREAT
LAKESLouisville-Jefferson County KY: 270, 502, 812 GREAT LAKESOklahoma City OK: 405, 580 NORTH
CENTRALPhoenix (Prescott)AZ: 480, 520, 602, 623, 928, 834 SOUTH CENTRALPittsburgh PA: 412, 724,
814, 878 GREAT LAKESPortland OR: 360, 458,503, 541, 971, WESTSouth Bend-Ft. Wayne IN: 219, 260,
574 GREAT LAKESTucson (Sierra Vista) AZ: 520, 928 SOUTH CENTRALTulsa OK: 918, 539 NORTH CENTRAL
Apollo 3.0 Chattanooga, TN: 423, 706, 762, 931 NORTH CENTRALChicago: 217,224, 312, 309, 331, 630,
708, 773, 779, 815, 847, 872, 215 GREAT LAKESKansas City:417, 620, 660, 785, 816, 913 NORTH
CENTRALMilwaukee: 262, 414, 608, 920 GREAT LAKESMinneapolis – St. Paul: 218, 320, 507, 612, 651,
701, 715, 763, 952 GREAT LAKESNorfolk –Portsmouth –Newport News: 757, 804 SOUTHEASTRichmond –
Petersburg : 276, 434, 540, 804 SOUTHEASTSalt Lake City: 385, 435,520, 801 SOUTH CENTRALSt. Louis:
217, 314, 573, 618, 636 NORTH CENTRALYakima/ Tri-Cities Washington: 509, 541 WEST Apollo 3.5
Buffalo- Rochester -Syracuse 315, 585, 607, 716 NORTH EASTCharlotte, NC - 704, 803, 828, 980 SOUTH
EASTColumbia-Charleston, SC - 803, 843, 854 SOUTH EASTGreensboro-HP-Winston Salem, NC - 336, 984
SOUTH EASTGreenville, SC-Asheville, NC - 828, 864 SOUTH EASTJackson, Tennessee, MS - 601, 662, 769
NORTH CENTRALLittle Rock-Pine Bluff, AR- 501 NORTCH CENTRALNashville-Knoxville, TN - 270, 615, 629
865, 931 NORTH CENTRALRaleigh Durham-Fayetteville-Wilmington, NC - 252, 910, 919, 984 SOUTH EAST
New Area Codes Abilene-Sweetwater - 325 SOUTH CENTRALAmarillo - 806 SOUTH CENTRALBoisse - 208
WESTGreen Bay-Appleton - 920 GREAT LAKESIdaho Falls-Pocatello - 208 WESTLexington - 859 GREAT
LAKESLubbock - 806 SOUTH CENTRALOdessa-Midland - 432 SOUTH CENTRALRoanoke-lynchburg - 434, 5
40 SOUTH EASTSan Angelo - 325 SOUTH CENTRALSpokane - 208, 509 WESTTwin Falls - 208
WESTWichita-Hutchinson - 316, 620 NORTH CENTRAL SUPPORT NUMBER Carrier Number Virgin
Mobile +1 888-322-1122 Verison Prepaid +1 888-294-6804 Verison +1 800-837-4966 Ultra Mobile +1
855-238-5872 U.S. Cellular +1 888-944-9400 Tracfone +1 800-867-7183 T-Mobile +1 877-453-1304
Straight Talk +1 877-430-2355 Sprint +1 888-211-4727 Southern Linc +1 800-818-5462 Republic Wireless
+1-919-297-1079 MetroPCS +1 888-863-8768 Cricket +1 800-274-2538 Boost Mobile +1 866-402-7366
AT&T +1 800-331-0500 Google Play Store +1 855-836-3987 Google Chrome +1 866-503-0568 Audiovox
+1 800-645-4994 UT Starcom +1 800-229-1235 Yahoo +1 800-318-0612 Whatsapp +1 800-431-0705
LookOut +1 415-281-2820 Youtube +1 650-253-0000 Facebook +1 650-543-4800 PayPal +1 402-935-
2050 Walmart +1 800-925-6278 eBay +1 866-540-3229 Instagram +1 855-867-5844 Amazon +1 888-
280-4331 Google +1 866-246-6453 Asurion +1 866-862-3397 Smart Pay 1925-298-6109 Assurant 1-
888-477-3633 Amazon Prime U.S and Canada: 1-866-216-1072 International: 1-206-266-2992 Microsoft
Support: 1-888-665-4228 Phone CompanyNumber Nokia +1 888-665-4228 Sony +1 800-374-2776
Samsung 1-888-987-4357LG Support: 1-800-793-8896 Kyocera +1 800-349-4478 Motorola +1 866-289-
6686 Huawei +1 888-548-2934 ZTE Support: 1-877-817-1759HTC +1 866-449-8358 iPhone Support : 1-
800-694-7466. https://www.apple.com/support/iphoneAlcatel ONETOUCH Support: 1-855-368-0829Blu
+1 877-602-8762Kyocera Support: http://www.kyoceramobile.com/support/phone/
Why refresh a device?
Agents must channel the four cornerstones of empathy to make effective empathy statements:
Clarification, Validation, Reassurance, and Appreciation. Most importantly, agents need authenticity.
To be effective, all empathy statements must be authentic. It's not enough to repeat the same empathy
statements to customers without due consideration for how they're actually feeling or appreciation for
the problems they're experiencing.Call typeConcernSample Empathy/Acknowledgement statements
with assurance of helpSample 1Sample 2Sample 3Make a paymentCustomer: I want to make a
paymentWow! It's fantastic that you have some extra today. Sure, let's get that payment processed as
soon as possible so you can get on your way.That is for sure, processing a payment is really easy. Thank
you for being a responsible customer of Metro. We really appreciate you.Fantastic! Thank you for this
payment. We appreciate that you are prioritizing your Metro bill. Let's get it processed.TIP : Instead of
advising the customer that there will be a $4 processing fee - just add it on the total bill.But hey, have
you tried our self-service options? (Only ask if customer did not mention the SSO yet) Oh absolutely,
making a payment with me is as easy as 123 but I’m just curious, have you tried our self-service options?
Ex Scenario :–If YES–If YESAgent: "How much is the payment you want to process?" Ask if they know the
exact amount to pay.Ask if they know the exact amount to pay.Customer: “$50”–If NO–If NOGreat!
That's wonderful! I can absolutely take a payment for you but since there would be a $5 fee for an
assisted payment, how about we do it through your phone for free. I can stay on and help, would you
prefer the app or website?”Did you know you can pay your bill in three simple ways: through the
mymetro app, online at our website, or by dialing *99?Did you know you can pay your bill in three
simple ways: through the mymetro app, online at our website, or by dialing *99?Great! That's
wonderful! Please keep in mind that your payment will be $##.##, which includes a $4 payment fee.
That fee will increase to $5 in September. But did you know that starting in September, you can avoid
that fee by enrolling in AutoPay, which makes it easier to pay your bill? Do you want me to set up
AutoPay for you?Great! That's wonderful! Please keep in mind that your payment will be $##.##, which
includes a $4 payment fee. That fee will increase to $5 in September. But did you know that starting in
September, you can avoid that fee by enrolling in AutoPay, which makes it easier to pay your bill? Do
you want me to set up AutoPay for you?(Customer used the SSO but failed) Custommer: I tried to make
a payment on the IVR, but I was routed to you guys.Oh my goodness! That’s not the impression that we
would like you to have. Processing a payment should be easy on our self-service option. But don’t worry,
you’ve got me on the line. Let’s do this together. Do you know how much you'll have to pay?Oh no! We
regret that the payment did not go through. Our self-service options were supposed to be for your
convenience, but we appreciate your letting us know. Okay, let me make it happen for you. I'll assist you
right away with flying colors! Do you know how much you'll have to pay?Oh, no! We regret that your
payment for our self-service option was unsuccessful. Thank you for bringing that to our attention; it's
simply not good enough on our behalf. But I'll make sure Metro and I process your payment on time and
with the snap of a finger. (Pause) Okay? Do you know how much you'll have to pay?I attempted to make
a payment through my metro app and online and received an error."Really? That's not good. I
understand that this has been inconvenient for you and how annoying that must be. But thank you for
contacting us to have it escalated. Don't worry, you've got an account expert on your side! Let me look
into it."That is definitely a big no-no! I realise how upsetting this must be for you. Sorry for the
inconvenience with the app; we can try to troubleshoot it if you want to see what the possible cause is,
or I can take your payment first to ensure your service is secure.Oh, no! You
r experience when using the self-service options is definitely unacceptable. It's supposedly designed for
convenience, but don't worry, I'm an expert in it, so let me handle it right away. Tip : Be familiar w/ the
error message visit Things to know > Blacklisted Credit cardTip : Appreciate cx for using the SSOIf you
attempted to process the payment and received an error, please notify the customer that we will submit
a ticket to further investigate the issue.I have identified the problem and we will get your issue resolved
positively. We will report this to our back office, and the issue will be fixed completely within 24–72
hours. You may actually be able to process the payment again in 24 hours. In the meantime, you may
also consider visiting one of our stores to process your payment.
When all previous troubleshooting steps are completed, one of the the last step the agent will take is to
refresh the device.
Refreshing devices effects phones in the following ways:
All of the phones services will be wiped out and reset.
The customer’s voicemail might be erased.
Note:
If the customer has trouble accessing their voicemail after performing a Network Device Refresh, ask
them to try the last 4 digits of their phone number.
Even though customers could lose voicemail stored in the network voicemail system, any voicemail the
customer downloads to the phone via the Metro by T-Mobile Visual Voicemail app will remain on the
phone and available through Visual Voicemail
EDGE.
Performing an NDR may interrupt their access to unlimited smartphone data on the 4GLTE network.
CONFIRM that the customer is absolutely sure they want to preform this action.
Advise the customer that Voicemail's could be erased as well as the Voicemail password will be reset to
the last 4 digits of the MDN. Advise the customer that if they have Caller tunes that they could be erased
as well.
If the customer has trouble accessing their voicemail after performing a Network Device Refresh, ask
them to try the last 4 digits of their phone number.

igor

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

igor

Uploaded by

Copyright:

Available Formats

DSG DSG: Port In Assistance (for CSR group)

A. Include your name and ID.

D. Make sure the call is answered within 5 seconds.

- photo ID MUST match the account name.

iii. Click Send OTP

vii. Once accepted, Edge displays the Customer 360 view.

D. If the account is a "Metro Activation" Send the customer One-time PIN

f. Once accepted, Edge displays the Customer 360 view.

F. HIGH Security Accounts

a. Ask for the Caller’s Name

f. High Security Account Authentication screen will show.

G. Single Line Accounts

a. Always try OTP first.

i. Select Phone cannot receive One Time PIN (OTP)

- What month did you activate the account?

- What day is your bill due on this account?

- How many phone lines does this account have? –

- For dealers who perform Grant Override Access

B. When the link appears, click it.

D. Document in account memos the Dealer's name and request.

A. Port status complete

i. Troubleshoot in Mpower under "Can't send or receive SMS/MMS."

c. Agents will not provide WNP phone number.

ii. Account number required or incorrect

iii. Res req-OSP denied due to invalid zip code

iv. Password/PIN required or incorrect

B. Include a GENUINE loyalty statement.

D. Give your name again.

E. Leave a COMPLETE memo before exiting the account.

F. It is optional for you to mention the survey to your customer.

G. Send a Thank You message.

Account Maintenance Change Device/Switch Phone (SIM/eSIM)

A. Include your name and ID.

D. Make sure the call is answered within 5 seconds.

2) Secure the Account.

A. Dealer Access Support: Proceed to Step 3 for account security instructions.

b. Edge displays the customer’s Account Authentication screen.

- photo ID MUST match the account name.

vii. Once accepted, Edge displays the Customer 360 view.

D. If the account is a "Metro Activation" Send the customer One-time PIN

f. Once accepted, Edge displays the Customer 360 view.

F. HIGH Security Accounts

a. Ask for the Caller’s Name

c. Click Send OTP

i. Re-confirm the PIN and try re-entering it.

f. High Security Account Authentication screen will show.

Refreshing devices effects phones in the following ways:

All of the phones services will be wiped out and reset.

The customer’s voicemail might be erased.

You might also like