Add, remove, or change features: Atlas

Latest page updates

March 22, 2019: Removed Errors and Feedback section, linked to new page Give feedback: Atlas.

February 4, 2019: Changed tool name from FIRST to Atlas.

January 16, 2019: Page created.

Use these steps to support adding, removing, or changing features in Atlas.

On this page:

Before adding or removing features

Adding or removing postpaid features

Before adding or removing features

Review this important information on feature changes in Atlas. If you encounter any system errors that
can't be resolved, use Samson to complete the requested changes.
Plan and feature changes take effect immediately on the date listed as the Effective Date in Atlas.

Use Samson to complete a rate plan change for accounts with 20+ lines on a non-pooled plan and 12+
lines for a pooled plan. Atlas won't allow navigation to the Add/Remove Features flow.

While data features become effective immediately, the provisioning of data features may take up to two
hours to become functional.

Power cycling a device doesn't make changes in any billing system.

The Atlas feature flow has special indicators to help you identify Future dated and Grandfathered
features.

Individual feature removals are still available by opening Plans & Services from Launchpad and clicking
the X next to the corresponding feature.

Adding or removing postpaid features

Click Launchpad tile from the left-hand bar.

Click the Add remove Features link. A browser window pops up with the Change Features flow.

If the Add/Remove Features link isn't available, it means:

Feature changes are not available for this customer.

Account status is an issue (for example, account is suspended).

Account was not properly verified.

Select Continue to advance to the Change features flow where you can add, remove, or change features.

From the Change features screen, select the category applicable to the feature requested by the
customer under the desired line. Features in each service category are broken into two sections:

Current features that are currently active on the line and/or account.

Available features that are eligible to be added to the line and/or account.
Find the specific feature under an Available features section. Check the box to the left of it to add it, or
un-check features in the Current features section to remove it.

Note: If the newly requested feature conflicts with an existing feature on the account, a Feature conflict
notification will appear. You can select the following options:

Go back: The newly requested feature is unchecked.

Add to Cart: The conflicting feature is unchecked (same day removal) and the newly requested feature is
checked to be added.

Review the effective and expiration dates of added and removed features. To change effective dates,
click the dates in magenta under the Effective date column.

Select one of the following effective date options in the Edit effective dates pop-up window:

Today's date

Future date - Start of the next bill cycle

Future date - Start of the billing cycle after next

Backdate

Input specific Effective date. Effective/Backdating restrictions may apply. For more information, see
Backdate/future date/same day changes.

Select one of the following expiration date options: (Some options may not appear based on selected
effective date.)

No expiration date

Today's date

Future date - Remove as of next bill cycle

Future date - Remove as of the billing cycle after next

Input specific Expiration date

Select Continue to save effective/expiration date changes.

Continue adding/removing features on the same or other mobile numbers by selecting the appropriate
line and category.

To save your feature changes, select Go to Cart at the bottom of the Change features screen.

Review the changes for accuracy and select Checkout to save your changes.
You can select Remove to the right of any feature to cancel its change and remove it from the cart before
checking out.

After checking out, a "Success!" message and summary screen display to recap all changes completed in
this transaction.

Close the browser tab, return to Atlas, and manually refresh the account to see your changes.

Payment arrangements: Atlas

Latest page updates

December 18, 2019: Added how to navigate to payment arrangement history.

November 13, 2019: Moved Collections info from Billing dashboard: Atlas.

September 3, 2019: Updated Payment arrangement overview with Make payment.

Use this page to review recent payments, aging balance information, 12-month collection summary,
view/create/edit/delete a proof of payment (POP) and payment arrangement (PA) on the Payment
arrangement landing page.

On this page:

Navigation

Payment arrangement overview

Set up proof of payment

Set up payment arrangement

Edit payment arrangement payment method

Delete payment arrangement

Recent payments

View payment arrangement history

Collections

Error handling

Navigation

Select Billing from the magenta navigation bar or click the Launchpad in the left navigation bar.

Click Payment arrangement.

Payment arrangement overview

Use the payment arrangement section to review the below account information.

Quick scan indicators: You can hover over these indicators to see what they mean or click on them to get
a description to display. If your customer doesn’t meet these conditions, the indicators won't show.

Delinquent: D (red text)

Payment arrangement active: PA This indicator won't show for accounts with 20+ lines regardless of
status.
Future dated payment active: FDP This indicator won't show for accounts with 20+ lines regardless of
status.

Extended payment schedule active: EPS

Balance breakdowns

Balance in full

Current charges and due date

Total past due and days past due

Minimum payment: Amount required to pay to set up a PA, and how many total days past due the
amount is.

AutoPay status: Yes/No

View payment arrangement history

You will see a hyperlink to view your customers PA history if they've had a payment arrangement set up.

You will see 'No payment arrangement history on the account,' if they've never set up a PA.

You will see a flagged message 'Customer has a missed installment. To avoid failing the arrangement,
customer needs to make a payment.' if they've missed a PA installment.

Make payment: Select to make a payment.

Set up proof of payment

Use these steps to set up a proof of payment (POP).

From the Payment arrangement landing page, select Set up arrangement.

Advise your customer:

'A payment support fee of $8.00 will be added to the balance due. The fee will be included in the
installment' unless exempt from the fee.

'Setting up this proof of payment will cancel AutoPay and any AutoPay discounts will be lost until
AutoPay is reactivated again.'

Select Proof of payment under Type column

Select Balance in full, Past due, or Other amount (must be greater than the past due amount and less
than the balance in full) under Amount column.

Select mm/dd/yyyy from eligible dates shown in the calendar, up to 10 days from today's date under
Payment date column

Ask your, customer, how they want to make their payment.

Secured POP (payment automatically processes on the date selected):

Select Payment method under Payment method column.

Select Method on file, New electronic check, or New card.

Enter/Verify customers payment method account information.

Click Continue.

Unsecured POP (payment must be made manually by your customer):

Select Customer will be responsible to make the payment under Payment method column.

Click Continue.

Advise your customer 'Account will be qualified for auto-restore upon successfully setting up this
payment arrangement. A restoration fee of $20.00 plus taxes per line will be included in the installments'
if the account is suspended due to non-payment and POP will restore their account.

Review the summary page with your customer to make sure information entered is accurate. You can
Cancel or Go back on this screen if needed.

Select the preferred language English or Spanish for notifications under Communication preferences.

Advise your customer the mobile number associated with setting up the proof of payment will receive
SMS notifications about their proof of payment.

Enter an Email address if your customer wants an email confirmation.

Select Continue.
Read the required Terms and conditions to your customer and gain their acceptance. Check the box
Customer accepts the terms and conditions.

Click Submit to save the POP. A confirmation message displays 'Payment arrangement has been created'
with the POP details shown under Active arrangement column.

Set up payment arrangement

Use these steps to set up a payment arrangement (PA).

From the Payment arrangement landing page, select Set up arrangement.

Advise your customer:

'A payment support fee of $8.00 will be added to the balance due. The fee will be included in the
installment' unless exempt from the fee.

'Setting up this proof of payment will cancel AutoPay and any AutoPay discounts will be lost until
AutoPay is reactivated again.'

Select Regular under Type column.

Select Balance in full, Past due, or Other amount (must be greater than the past due amount and less
than the balance in full) under Amount column.

Select 1 installment or 2 installments under the Installments column.

Select mm/dd/yyyy from eligible dates shown in the calendar under Payment date column for
installment(s).

Ask your, customer, how they want to make their payment.

Secured PA (payment automatically processes on the date selected):

Select Payment method under Payment method column.

Select Method on file, New electronic check, or New card.

Enter/Verify customers payment method account information.

Click Continue.

Unsecured PA (payment must be made manually by your customer):

Select Customer will be responsible to make the payment under Payment method column.

Click Continue.

Advise your customer 'Account will be qualified for auto-restore upon successfully setting up this
payment arrangement. A restoration fee of $20.00 plus taxes per line will be included in the installments'
if the account is suspended due to non-payment and PA will restore their account.

Review the summary page with your customer to make sure information entered is accurate. You can
Cancel or Go back on this screen if needed.

Select the preferred language English or Spanish for notifications under Communication preferences.

Advise your customer the mobile number associated with setting up the payment arrangement will
receive SMS notifications about their payment arrangement.

Enter an Email address if your customer wants an email confirmation.

Select Continue.

Read the required Terms and conditions to your customer and gain their acceptance. Check the box
Customer accepts the terms and conditions.

Click Submit to save the PA. A confirmation message displays 'Payment arrangement has been created'
with the PA details shown under Active arrangement column.

Edit payment arrangement payment method

Use these steps to edit the payment method on an active payment arrangement.

From the Payment arrangement landing page, select Edit payment method under Active arrangement
column.

Select another method on file Default, Add bank account, or Add card.
Click Cancel, Remove selected method or Update payment method.

Cancel: Clicking cancel will discard any changes made.

Remove selected method:

Advise your customer 'If their payment arrangement required a future dated payment (FDP), to restore
services or keep their account active, removing the payment method may result in the suspension of
their account and a $20 restoration fee plus taxes will be charged.'

Select reason for removing the payment method and click Continue to remove the payment method.

Update payment method:

Enter/Verify customers payment method account information.

Click Update payment method. Changes are saved to the active PA.

Delete payment arrangement

Use these steps to delete an active payment arrangement for permissioned users.

From the Payment arrangement landing page, select Delete arrangement under Active arrangement
column.

Advise your customer 'Deleting payment arrangement will automatically cancel all setup future dated
payments. Do you want to continue?'

Select a reason Payment arrangement error (PAERR) or Cancel payment arrangement (CLPA). Selecting
CLPA will make the account ineligible to set up another payment arrangement.

Click Continue to save changes. A confirmation message displays 'Payment arrangement has been
deleted.' or Click Cancel to discard any changes made.

Recent payments
Use the recent payments section to review the below payment information.

Last three payment-related activities with Date payment posted, Amount of payment, and Type of
payment (debit, credit, check) including backed out payments and funds transfers.

You will see a flagged message 'First payment default,' if the account is in first payment default and no
payments have been made.

View payment arrangement history

Viewing the payment arrangement history provides:

Payment arrangement number (PA#)

Type of arrangement

Installments

Setup date

Amount

Status

Expected past due and actual past due

To navigate to the payment arrangement history on an account:

Navigate to Payment Arrangement.

Select Billing > Payment arrangement > View payment arrangement history or Launchpad > Payment
Arrangement > View payment arrangement history.
Select View payment arrangement history.

Expand on the blade to see payment arrangement installment details, who the payment arrangement
was created/deleted by and the deleted reason.

To navigate back to the Payment arrangement page in Atlas you must select Go back from Payment
arrangement history.

Collections

View aging balance

Use these below steps to view aging balance. The information displayed is the real-time balance.

From the magenta navigation bar, select Billing to navigate to the Payment arrangement dashboard.

In the Aging section, view current balance, past due balance, and aging buckets for past due amounts
below. The information displayed is the same as the Samson Collections screen.

Aging buckets

Aging balance information is shown and grouped into 1-30, 31-60, 61-90 and 91+ days past due buckets.

1 - 30 days past due.

31+ days past due.

12-month collection summary

Use the 12-month collection summary to view collection activity over the past year and the total number
of dishonored checks (DCK) for the account.

The most severe collection step is shown for each specified month.

You can click on each collection activity and view a description.

You will see a DCK if a check was returned and a number if there was more than one check, returned for
each specified month.

Dishonored check

Dishonored Check value shows the number of checks returned each month, there is also a total count of
dishonored checks over the last 12 months.

Error handling

A flagged message will show at the top of the page if there was an issue loading any information 'There
was a problem loading some data. Try refreshing.' You will see a “- -“ where the information should be.

Activate an add-on line: Activations

Latest page updates

June 25, 2019: Updated the Delinquent account status in Check eligibility.
November 28, 2018: Added a step to send a One Time PIN to Check eligibility.

An add-on activation is when a customer with an existing account wants to add one or more subscribers
to the account.

On this page:

Check eligibility

Create a subscriber

Credit Class O error

Requests from Business Direct

Check eligibility

The first step of activating an add-on line is verifying the customer's identity and checking their eligibility.

Verify the caller is the billing responsible party (BRP), an authorized user (AU), or an authorized sales rep.
Send a One Time PIN (OTP). Exception: Activations when assisting Retail with add a lines, there is a
known system issue posted in C2, and the customer can't get the OTP, work with your Coach to bypass
the account and complete the AAL.

For port-in requests, tell customers they have to give us the PIN or password on the account with their
current service provider.

Ask if the customer has a mobile device and SIM card. They have to buy them before continuing with
activation.

Consumer has SIM/device: To activate over the phone, transfer to Activations.

Consumer doesn't have SIM/device: Order a SIM/device through Atlas, or refer the customer to a Retail
store, 1-800-T-Mobile, or T-Mobile.com.

Business, Government (excluding Federal), MCSA has SIM/device: To activate over the phone, transfer to
Business Care.

Business, Government (excluding Federal), MCSA does not have SIM/device: Refer the customer to a
Retail store, Sales rep or T-Mobile for Business Virtual Retail.

Business wants 20+ new lines:

Search using the customer's social security number (SSN) in Samson to find existing accounts. If you find

Account that is cancelled: Resume any lines cancelled less than 90 days ago before approving an add-on.
Do not re-activate lines cancelled for buyer's remorse.

Open BAN with no active lines: Close it as no install. Don't use it. A new credit application is required if
the existing application is more than 30 days old.

Delinquent account: The account must be current, payment for the past-due balance complete, and no
active Payment Arrangement before activating any other line of service.

Voluntary suspension:

Lost or stolen: Restore the suspended lines before approving an add-on.

Military: A single line account needs to be restored before approving an add-on. If a single line on a
multi-line account that is suspended, follow standard add-on procedures.

Seasonal: See suspend fees on Suspend or restore accounts.

Reserved subscribers: Count any subscribers set for future-dated activation against the customer's total
number of active subscribers.
Extreme Roamer Reduction (ERR) account: The customer is not eligible to add a line to any account.

Special account types:

Consumer credit and activations does not handle add-on requests for Special-Dealer, Special-Company
use and Special-Test phones, or Special-Contractor accounts.

Consumer Credit and Activations can handle add-on requests for Special-Employee and Special-Non Tmo
Employee accounts.

When performing add-ons for retail accounts, do not count the number of special account lines when
considering an add-on.

To check the customer's credit eligibility:

On all BANs under the SSN, consider the total number of lines (active, suspended, and future-dated
activations) before approving an add-on.

Find the customer's tenure with T-Mobile using their oldest BAN.

Based on the consumer credit classes, determine the customer's line limit and any tenure or deposit
requirements.

Change the approved number of subscribers in Samson, and update deposit requirements.

Do not change credit class.

Memo the approval and deposit on the account.

If the customer is eligible for a new line without deposit, Sales cannot activate it. Transfer to Customer
Care to activate and override the deposit requirements.

Continue to Create a subscriber.

Create a subscriber

After checking eligibility and line limits, you can activate a new add-on line.
If a deposit is needed, review all the lines the customer wants to add. Start by creating subscribers with a
discount or EIP that need a Regular Deposit, before any lines with full cost device purchases and a Rate
Plan Only Deposit.

If porting a number, perform the port-in requests first.

If a customer is requesting Puerto Rico and domestic NPA-NXX to go on the same BAN, tell them it is not
possible. Create a separate BAN for each.

If adding a new BAN level plan, add it and backdate it before activating the subscriber.

If the customer purchased their equipment from Care, Telesales, or T-Mobile.com and received their
equipment before being activated, find their order before activating:

Search for the customer's SSN in Samson to find a tentative/active account.

Check the memos to find why activation failed.

On T-Mobile.com, click Check order status at the bottom of the screen.

Enter the order number and ZIP code. The order number is on the packing slip that came with the
equipment.

Click Continue.

Verify the name and address with the customer, to make sure it is the right order.

Check for promotions and activation fees. If there is no activation fee, waive the fee during your
activation.

Use as much information from the order as you can during the following steps.

Activate / create a new subscriber in Samson.

For add-ons with device orders:

In Atlas or the handset order, click Confirm Order. Give order expectations.

Tell customers to check order status on www.T-Mobile.com/orderstatus

Note the account with:

Sales rep's first name and last initial

Dealer code

TOGA CRID

Rate plan

Activation fee (when applicable)

Prorate start/end date and appearance on first bill.

Promotion

Deposit waived Yes or No

Any additional information (such as added Authorized User if applicable)

Review the following information with the sales rep or customer:

New MSISDN

Selected rate plan, with promotions

EIP payment schedule and end date, if applicable

Contract length, if applicable

Prorated start/end date, and the bill cycle

If a system notification appears of auto enrollment in paperless billing, read all the advisements before
continuing.

Timeline for activation is 2 hours, and the Porting timeframes.

If you created a new individual BAN to separate this subscriber from a pooling BAN, explain that:

Each BAN will be billed separately, and they may have different due dates. Always try to match the bill
due date on each BAN.

The new BAN will be on Bill Current billing.

For an employee account, tell the customer to assign the Billing Responsible Party on My T-Mobile. This
is needed to get the correct discount.

Credit Class O error

Credit Class R customers were moved to Credit Class O, and some of these accounts already had more
than 5 lines. Class O is limited to 5. When attempting reactivate a cancelled line, this error appears:
'Customer has already used the number of available lines.'

Check memos to see if the customer was previously Credit Class R.

If it was Class R:

Activations: Escalate to your Coach.

All other teams: Transfer to Activations.

Coaches:

Verify the Credit Class was R.

Change the credit class to C.

Reactivate the line.

Memo the account.

Requests from Business Direct

Business Direct supports direct marketing campaigns in the NSA, GB, and VAR channels. They may call
Business Credit to add a line to an MCSA Employee Liable account.

Verify the customer submitting the request is authorized to add a line to the MCSA account.

Help the rep with the add-on approval. Follow steps above.

Review credit class, and check if the customer qualifies for an add-on.
Tell business Direct if the add-on is approved or denied. If the account is not attached to the business
node, tell them if the add-on is approved or denied.

Add a note in Samson with the recommendation.

Business Direct helps customers using the information you gave and explains the migration process.

Device dashboard: Atlas

Latest page updates

October 15, 2019: Added new section 'View mobile device unlock eligibility.'

August 28, 2019: Updated for eSIM on postpaid.

Use this page to navigate the Device Dashboard in Atlas which displays device info including warranty
and order details.

On this page:

Navigation

Device details

Warranty info details

Order history details

Change SIM card

View mobile device unlock eligibility

Navigation

Select Devices from the magenta navigation bar.

Select Device dashboard.

From the Account line summary select specific subscriber information in the carousel.

Click Device History drop-down to select previous devices.

Device details

Device defaults to the current device. Use the drop-down to view previously used devices.

Device name

Device image

First use date

Last use date

IMEI

SIM/ICCID

PUK 1

PUK 2

Initiate upgrade
Manage JOD

Update SIM

Warranty info details

Status

Expiration date

Equipment protection

Device tier

Battery and charger

Expiration date

Initiate warranty exchange

Manage warranty orders

Order history details

Orders are shown in chronological order. A See more option is shown if there are more than three orders
for the subscriber.

Date order placed (clickable link to order)

Type of order

Status of order
Change SIM card

Select Devices from the magenta navigation bar.

Under Device-current click Update SIM. If your customer has a dual SIM device with eSIM, check eSIM to
make sure it will work for their device and account type.

Complete One-time PIN verification.

Select Reason for change in the drop-down.

Enter the new SIM card (ICCID) or eSIM (EID) number. Click Validate.

If the device has an eSIM, send the QR Code/server address so customers can download the eSIM.

View mobile device unlock eligibility

Select Devices from the magenta navigation bar.

Select Device dashboard.

Click Subscriber to view unlock eligibility in the line summary carousel.

Under Device column click View unlock eligibility.

File an unlock request in Grand Central, if your customer is eligible.

Manually check if your customer is eligible for an exception if your customer shows ineligible.

Eligibility

Before considering an exchange for a phone or tablet...

Follow all troubleshooting steps of The Fix in Grand Central. The flow will tell you to exchange the device
if you can't resolve all of the issues.

Use the correct exchange option based on the customer account type.
Regular postpaid - Advanced exchange

Prepaid/NCC/Rebellion - Post exchange

The exchange can only be completed by...

Billed Responsible Party (Account Holder)

Authorized User (Passed Account Verification)

Contact Name (Telecom Manager on Business Accounts)

Don't use the warranty for:

Devices within buyer's remorse: Return the device with Buyer's remorse instead.

Apple devices: Follow Apple warranty exchanges instead.

BYOD devices with Device Protection: See requirements and follow Features and eligibility: Device
Protection orFile a claim: Device Protection instead.

Exchanging devices the customer just received from insurance: Use Device Protection issues and
escalations instead.

If it's a battery or charger...

Batteries and chargers carry a 90-day warranty.

Prepaid Legacy/SCNC/NCC: Batteries and chargers carry a 12-month warranty, but they can only be
replaced through the manufacturer.

Replacement chargers only include the wall charger. USB cables are not included with replacements.

For devices within the buyer's remorse period, return them with Buyer's remorse instead.

Device cannot be end of life or no longer sold.

Device needs to pass Device condition checks.

Never attempt to remove built-in batteries on devices. This voids the manufacturer warranty and results
in an out-of-warranty fee.

Extreme exchanges do not qualify.

If it's an accessory...

Refer customers to the accessory manufacturer for warranty or fulfillment.

Manufacturers provide the warranty support for accessories (except batteries and chargers in the first 90
days).

Proof of purchase such as the receipt or a copy of the bill may be required. For purchases made through
T-Mobile, see Account activity: Self-Service > Documents in-store.

Coverage of back covers and specific accessories is up to the manufacturer's company policy.

If the customer is eligible...

Use the Process exchanges steps.

If not eligible, tell the customer about contacting the device manufacturer for Warranty exchanges by
manufacturer and repair/replacement options.

Exchange process

Review the following with the customer...

Device color is not guaranteed. Replacement devices may be refurbished and carry a 90-day warranty.

Master reset the device to remove personal data.

In-store pick up is the default option for customers with a Primary Place of Use (PPU) within 15 miles of
participating retail stores.

If the PPU is 15 miles or more away from retail locations, use the Ship To / Ship Back exchanges. Do not
offer in-store pickup to:
Business accounts over 20 lines or and government accounts. (Verified Business Sales reps can assist
their Business accounts with processing exchanges.)

Disabled customers.

Customers without transportation.

Customers who live more than 15 miles from stores.

Employees only have the ship-to option for exchanges.

In-store pickup must be within 14 days of placing the order and can only be completed by:

Billed Responsible Party (Account Holder)

Authorized User (Passed Account Verification)

Contact Name (Telecom Manager on Business Accounts)

Valid ID is required to pick up the device.

A Device condition check will be performed for damage that is considered beyond repair.

Remind customers to:

Include essential parts in the return: SIM tray, watchband (We can still accept the device without them.)

Keep accessories: Case, charger, back cover, SIM card, memory card, removable battery, stylus, or other
accessories. (T-Mobile cannot retrieve them after devices are sent to the Return Center.)

Apple Watch extended warranty: Keep the watch band. The replacement watch face will be the same
color, but the band color may be different.

Ship-to ONLY: the return shipping label is located under the original shipping label. Use it and the original
box to send back the phone.

Plan changes

Latest page updates

July 17, 2019: Updated to Atlas.

Use this page to as a guide to change your customer's plan and educate them on the services, discounts
and monthly price they should expect.

On this page:

Before plan change

Change a plan

Before plan change

Before completing a plan change, review the account and look for the following items that may require
special handling or prevent a plan change and advise the customer as described:

Feature change only: If your customer is only requesting a feature change on their existing plan, follow
Feature changes instead.

Grandfathered plan or features: Tell your customer they will be unable to return to their grandfathered
plan or keep any grandfathered features after this change and let them know about any current,
comparable features if available.

Current discounts and credits: If the account has any active discounts (Such as MCSA/AVD, Business
Family Discounts, or free add-a-lines), check if the new plan is compatible with these. Tell your customer
which discounts will transfer and if any will be lost in the change.
Pay attention to the Netflix On Us plan eligibility and describe any changes that the customer might see
on their bill as a result

Many discounts like AutoPay and most EIP bill credits will transfer to newer plans, but most free add-a-
line offers will not.

To make sure a plan change is right for your customer, compare their current total MRC with any taxes to
the new plan's MRC for the same number of lines they have.

If their new MRC would be equal or less than their current MRC, explain the cost savings and any added
benefits such as unlimited data or included taxes.

If their new MRC would be higher than their current MRC, let your customer know the difference and
help them decide if any added benefits make the switch right for them.

Tax inclusive migration: Plans with taxes and fees work differently than tax excluded plans and may
require special action to migrate to. Review the special scenarios for tax inclusive migrations and tell
your customer about any changes or incompatible plans and services.

Classic or legacy plans with a contract: When moving from Classic/Legacy to current Un-contract plans, a
migration fee may apply. Tell your customer the migration fee cost, if any.

Voicemail inbox: Ask your customer if they have any voicemails in their inbox that may be lost during a
plan change. Tell your customer how to protect and save voicemails they wish to keep.

Family Allowances setup: Customers with Family Allowance features will need to set up the service again
after a plan change, so it's important for them to record their settings before adding the switch plans so
their setup can be duplicated.

Additional line requested: If the customer would like to add another voice line to their account when
changing their plan, special handling may be required. Special instructions for completing this change
can be found for your channel under Change a plan (below).

Change a plan

Customer Service

Review the account as described under Before plan change (above).

If your customer received a text message that their tax inclusive plan migration was unsuccessful, review
the CSM memo code VCAR left by the Offline Team to identify why the migration was unsuccessful and
use special scenarios for tax inclusive migrations to resolve them.

Use these steps to complete plan changes for all internal (employee) and external customer accounts.

Recap the changes that will be made to their account, including any features or discounts gained or lost
and explain how this will affect their monthly recurring charge.

Business Care only: If backdating will cause the customer to incur overages and they still want to
backdate, read the following script and copy/paste it and their response to your memos: "By agreeing to
backdate your rate plan, you will incur overage charges during the current billing period. You will remain
responsible for the overage charges and will not be given an adjustment by T-Mobile. Do you still want to
backdate your rate plan?"

Complete the plan change in Atlas or Samson and backdate or future date the account according to the
following:

Bill Current, plan change only: The plan change must be future dated to the start of the next billing cycle.
The system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive
Migration" screen before continuing.

Bill Arrears, plan change only: The plan change must be backdated to the start of the current billing
cycle.

Bill Current or Bill Arrears, plan change with voice add-a-line: Complete the plan change to a pooling plan
and backdate to the start of the current billing cycle, then access DASH and follow the normal add-a-line
flow.

Set a follow-up for 3 days after customer’s close date.

Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not
apply for AutoPay, or other bill credits.

Tell your customer about the effective date for their new MRC, when taxes and fees will be included (if
migrating to tax inclusive) and when any discounts will begin based on billing type:

Bill Current or Bill Arrears, future dated change:

Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your first bill
on the new plan.

Tax inclusive migrations: Will see taxes and fees included on your first bill on the new plan.

Bill arrears, backdated change:

Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your next bill.

Tax inclusive migrations: Will see taxes and fees included on your next bill.

Bill Current, backdated change:

Will see a credit on the next bill for the previous rate plan charges already paid for in the current bill
cycle.

Will see a charge on next bill for the new rate plan charges selected today for the current bill cycle.

Will see monthly recurring charges on next bill for the new rate plan for the next bill cycle.

Any recurring discount will not be applied for the month where the backdated change was made. This
would include the AutoPay discount.

Advise the customer to pay the current balance by the due date and look for any adjustments to be
reflected on next month's bill. If the reason for the backdate is the result of T-Mobile error and the
customer states they are unable or unwilling to pay the higher (incorrect) amount, refer to Hold
collection treatment.

Memo the account as normal, making special note of any discounts or services lost during migration and
any advisements provided to the customer.

Retail

Review the account as described under Before plan change (above).

If your customer received a text message that their tax inclusive plan migration was unsuccessful, review
the CSM memo code VCAR left by the Offline Team to identify why the migration was unsuccessful and
use special scenarios for tax inclusive migrations to resolve them.

Recap the changes that will be made to their account, including any features or discounts gained or lost
and explain how this will affect their monthly recurring charge.

Complete the plan change in Atlas and backdate or future date the account according to the following:

Bill Current, plan change only: The plan change must be future dated to the start of the next billing cycle.
The system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive
Migration" screen before continuing.
Bill Arrears, plan change only: The plan change must be backdated to the start of the current billing
cycle.

Bill Current or Bill Arrears, plan change with voice add-a-line: Complete the plan change to a pooling plan
and backdate to the start of the current billing cycle, then access Watson and follow the normal Add-a-
line flow.

Call the RSL IVR and Select Option 0 for Care (reference C2 DOC-415728):

RSL Steps

Set a follow-up for 3 days after customer’s close date.

Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not
apply for AutoPay, or other bill credits.

Tell your customer about the effective date for their new MRC, when taxes and fees will be included (if
migrating to tax inclusive) and when any discounts will begin based on billing and plan change type:

Bill Current or Bill Arrears, future dated change:

Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your first bill
on the new plan.

Tax inclusive migrations: Will see taxes and fees included on your first bill on the new plan.

Bill Current or Bill Arrears, Mobile Internet add-a-line: Complete the plan change to a pooling plan and
backdate to the start of the current billing cycle, then access Watson and follow the normal Add-a-line
flow.

Call the RSL IVR and Select Option 0 for Care (reference C2 DOC-415728):

RSL Steps

Set a follow-up for 3 days after customer’s close date.

Manual adjustments will need to be provided for the backdated/mid-cycle month as discounts will not
apply for AutoPay, or other bill credits.

Bill arrears, backdated change:

Will see the monthly recurring charges for the new rate plan and/or feature(s) reflected on your next bill.

Tax inclusive migrations: Will see taxes and fees included on your next bill.

Bill Current, backdated change:

Will see a credit on the next bill for the previous rate plan charges already paid for in the current bill
cycle.

Will see a charge on next bill for the new rate plan charges selected today for the current bill cycle.

Will see monthly recurring charges on next bill for the new rate plan for the next bill cycle.

Any recurring discount will not be applied for the month where the backdated change was made. This
would include the AutoPay discount.

Advise the customer to pay the current balance by the due date and look for any adjustments to be
reflected on next month's bill. If the reason for the backdate is the result of T-Mobile error and the
customer states they are unable or unwilling to pay the higher (incorrect) amount, refer to Hold
collection treatment.

Memo the account as normal, making special note of any discounts or services lost during migration.

Offline Team: Tax inclusive migrations

Review the account for special scenarios for tax inclusive migrations that require customer contact prior
to migration. If any are present:

Use Genesys, disposition “Unable to Complete” to trigger a text to the customer.

Place the following CSM memo using code VCAR in the account. "The customer has been sent a text
message notifying them that their pre-registration migration to Magenta with taxes and fees included
was unable to be completed due to (select one) {PHP change provider change; subscriber suspended for
Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines;
line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with
resolving the issue upon return call to Customer Care. See DOC-429358."

Verify the account has a memo confirming the migration request. If no memo exists, do not complete
migration.

Complete the account migration using Migrations to taxes & fees included plans: Samson and backdate
or future date the account according to the following:

Bill Current customers: The plan change must be future dated to the start of the next billing cycle. The
system will default to backdating, so ensure the date is corrected in "TAX Exclusive to Inclusive
Migration" screen before continuing.
Bill Arrears customers: The plan change must be backdated to the start of the current billing cycle.

If any account issues occur that prevent migration, review Special Scenarios (below) for the issue or error
message.

Resolve account errors using Special Scenarios > Error messages (below).

If any account issues occur that prevent migration:

Use Genesys, disposition “Unable to Complete” to trigger a text to the customer.

Place the following CSM memo using code VCAR in the account. "The customer has been sent a text
message notifying them that their pre-registration migration to Magenta with taxes and fees included
was unable to be completed due to (select one) {PHP change provider change; subscriber suspended for
Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines;
line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with
resolving the issue upon return call to Customer Care. See DOC-429358."

Place the following CSM memo using code VCAR in the account. "The customer’s pre-registration
migration has been completed and account has been migrated to Magenta with Taxes & Fees included."