Anik-Anik

I fully understand where you are coming from, Judy. I got your back on this one and rest assured that we are setting up the account back to the way it was before, and you can see that your bill would be adjusted today as well and moving forward your plan would be back on the Magenta 55+ plan

To further help you and to provide more assurance that we got you on this. I will set up a follow up on your next cycle to make sure that everything is retained

You're very much welcome. Thank you so much for your utmost understanding and for putting your trust in me to handle this for you.

Before we proceed with the mobile number change, here are some advisements that I want you to take note of.

Just some reminders:

• You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on.
• You may receive a free text message stating that your previous mobile number has been unenrolled from the service. Don't worry your service carries over to the new mobile number.
• Mobile number changes are completed within 2 to 4 hours. (or may be real-time)
• Your voicemail box will be deleted and all old messages will be lost

Would you like to proceed with this number change?

Closing

Anytime! It has been a pleasure to assist you with ---. Thank you for your patience throughout the process.

Since we are all set, I will let you go back on your day.
Your account is in a perfect condition. I can assure you will not be required to contact us again. You can also manage your T-Mobile account using the self-service option at https://t-mo.co/selfservice.

Thanks for contacting T-Mobile, have an amazing day ahead!

Device Connection Charge

The $35 charge is a one-time charge for connecting a new device to the network when activating or upgrading. With your activation/upgrade today, you’ll also receive free 2-day shipping, personalized recommendations and care from your Team of Experts, and a physical SIM card, if required, all at no extra cost. I’ll also make sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in.

Call logs.

In T-Mobile as well you can see the call logs of the phone. Please follow the below steps to check the call logs:

Log in to My T-Mobile . Select Usage on the top navigation to see Usage Overview. Select the arrow to view the desired categories usage by line:. Data International Data Messages Calls Data Pass Select the line you want to view detailed line usage for Data, Messages, and Calls. Tap different monthly usage bars to view that month’s usage cycle. The last 3 cycles and the current usage cycle will be selectable. Select a column detail title to sort the usage list by that detail.

Please let me know if you face any issue, I am here with you Michelle

Seems like you stepped away. Just in case you message back, I assure you that someone else will be picking up where we left off.

Your account is in a perfect condition. I can assure you will not be required to contact us again. You can also manage your T-Mobile account using the self-service option at https://t-mo.co/selfservice. Thank you so much for your time.

Early Paid off device // with current bill

My apologies for the confusion, Donzell. What exactly happen, before you paid off the device, one of the device installment plan, has been generated and included to your current bill.

Which is this charge, is not included to the payment you made for your device to paid if off. And the amount included to your current bill, will be the final charge for it. Nothing to worry, on your next bill it will no longer showing any charges on the phone. Rest assured this would be the last and final charge on the phone.

Pleasure is all mine :)

My goal is to provide the best customer service experience. I want to make sure I have taken care of all your concerns. Do let me know if I missed anything or if there is anything else we may assist you with?

You Nov 5, 2023, 4:21 AM I can understand how this event could reduce your trust in T-Mobile. We would like the opportunity to regain your trust.

Let's Forget about the past and previous reps, it's all about you, me and T-Mobile now, and that's not how T-Mobile trained us, I'll make sure we'll put a stop on this matter and we'll definitely take care of this.

We appreciate your time, we want to gain your trust back and we want to save your time as much as we can, instead of you reaching us back and forth. We got you. You're welcome! While I'm checking your account, I want to take this opportunity to thank you for being part of our T-Mobile Family! We want to make sure that you're happy with your stay with us. Nov 6, 2023

You Nov 6, 2023, 1:35 AM (Edited) May I ask, all your past/pending issues with T-Mobile have been resolved and you are fully enjoying our seamless and uninterrupted services?

If we are all set, you are good to go then. Stay Awesome! Please stay safe and your family as well. Again this is Johncarlo. I wish you think of me and my assistance today whenever you think about T-Mobile Nov 12, 2023

You Nov 12, 2023, 3:26 AM Our company considers that language to be inappropriate. In order to best serve you, we ask that the call remain professional. I want to ensure you get the help you need. If you continue to send improper messages, I will have to end our session.

You Nov 12, 2023, 5:38 AM It's my core responsibility to provide you the BEST customer service and my priority is to make you happy with the best possible customer service experience!

While I can change the plan here. We want to make sure I have taken care of all your concerns. Do let me know if I missed anything or if there is anything else we may assist you with?

To set up eSIM: iOS to iOS

Connect the new device to Wi-fi. Follow on-device steps to download the eSIM profile.

To Complete your order, you must provide an electronic signature authorization. We'll send you an e-mail with a PIN number and link to where you'll enter your PIN (this is your 'electronic signature authorization'). If you want your PIN e-mailed to a different address then the one your provided earlier, enter it now.

Autopay Steps Self Service

Log in to the T-Mobile app. Select the MORE tab, select Profile. Select Billing & Payments, then select AutoPay. Select Add a card or Add a bank. Enter the required payment method information, and select Continue. Select Agree and submit.

Log in to My T-Mobile Select Set up AutoPay Select Add a card or Add a bank. Enter the required payment method information, and select Continue. Select Agree and submit. To check for AutoPay discount eligibility, go to the Account tab, select on your plan details to view discount eligibility, if applicable

"Call Me" spiel on set

While we are an offline team, we are fully equipped to resolve all of your concerns right here. If you prefer to speak with someone directly, you can schedule a callback directly in the app by tapping the phone icon in the upper right hand corner or dialing 611 on your T-Mobile phone. But what's going on today, how can I help?

SETUP VOICEMAIL

To setup your voicemail you can use this step:

1. Select and hold the 1 key
2. During the first time setup, you may need to enter a password. 3. The default is the last four digits of your phone number.

• After using the default password, create a new password. Passwords can be any 4 to 7 digit code.
• A good password is one that’s easy for you to remember, but hard for others to guess.

1. When prompted, record your greeting and name. Your voicemail is now ready to use.

RESET VOICEMAIL PASSWORD (android)

1. Open the Phone app and click on the three dots in the upper-right corner.
2. Go to Settings.
3. Scroll down and select Voicemail.
4. Click on Change PIN.
5. Enter your current password and click on Continue.
6. Insert a new PIN, and then click on Continue.

(iPhone)

Go to Settings > Phone > Change Voicemail Password, then enter the new password.

UPGRADE SELF-HELP: (JOD is not available)

1. Either on App or at T-Mobile.com, go to "Shop" 
2. Scroll to and select the desired phone, tablet, or wearable. If you started the order with a pre-order device, only the options for the pre-order device will be shown. 
3. Choose [Upgrade] or [Add to a new line].      - If you're going to trade-in, choose the correct trade-in option

INSIDER DISCOUNT

1. Go to https://insider.t-mobile.com before activating a new account. Note: Matricula/Consular IDs or Student Visa customers may have to start submission after activation of new account and port-in is complete.

2. Enter the mobile number you're planning to port in to T-Mobile and the T-Mobile Insider code. Make sure you review the promo's legal disclosures, then confirm you are not a robot and click Start.

3. Enter the required details and click Continue. Once your submission is approved, you'll receive a text message confirming your T-Mobile Insider discount.

4. Within 14 days of approval, activate your new account with at least 1 voice line on an eligible plan and port-in the number used on your submission.

International Roaming

As per fully reviewing the account for you good news! Your plan actually includes the International roaming feature.

Plans that keep you connected while abroad Our international benefits include data, text, and low flat-rate calling in 215+ countries and destinations.

Data: Unlimited Text: Unlimited Call: $0.25/min For you to use your services, you can refer to these short coeds to Turn on and Off your Roaming Feature.

(#766#) Turn on international data roaming. (#763#) Turn off international data roaming.

CHECK EIP:

How to check or pay your EIP balance on the T-Mobile app:

1. Open the app and tap BILL.
2. Scroll down and tap View by line.
3. Tap the line you want to view.
4. Tap View equipment details.

How to check or pay your EIP balance via My T-Mobile:

1. Go to My T-Mobile and log in to your account.
2. From your My T-Mobile account, click the Billing tile.
3. Click Installment Plan on the right."

PROMO ESCA FORMAT:

ConvID: Name: BAN: Phone number: C2 Link: Promo Code P408 / OR17866 Details:

FOR PROMOTION ESCALATION

This is not the experience that we would like to have for you. The best option that I can recommend is to move forward and focus with the current promotion that we offer. Hope you'll try to consider those. I'll be more than happy to discuss our promotions if you will allow me to.

I really do understand your sentiments, but as much as we loved to get the promotion for you, we are not able to do so. We still have variety of promotions that you may take advantage for it. If you will just try to consider it

I really understand that you want this promotion, just to set your expectation this promotion has already ended. If you want I can search for you the other Samsung Promotions that we have. Shall we proceed?

ADVISEMENTS AFTER SENDING RETURN LABEL:

1. You must print the return label and fill out the necessary information needed.
2. Once the label has been filled up, you can bring the device to a courier service such as UPS.
3. Once UPS takes this in, you will be receiving a tracking number via SMS or email to monitor the status of this return.

CALLER ID

To change or update your caller ID you can use these steps on the T-Mobile app:

Caller ID (name people will see when you call them)

1. Open the T-Mobile app and tap MORE.
2. Tap Profile settings.
3. Tap Caller ID.
4. Choose the line to update.
5. Enter the name and tap Save Caller ID name.

FOR PREVIOUS EXPERIENCE NA PANGET FROM OTHER REP OR SA STORE

I sincerely apologize for the unexpected experience. I know it hasn't been a smooth sail, but you have our commitments that you would have us here to make sure you would be getting only but the best moving forward and we don't want this experience to affect your relationship with T-Mobile, please let me change the experience that you encountered. All extra mile that I can do is what you will expect.

or

I really do apologize for the past experience and thank you for bringing this up to our attention and we would love the opportunity to earn back your trust! I hope that your previous experience won't affect your perception of T-Mobile as a whole. I'll do whatever it takes to make sure that your overall experience with T-Mobile will turn to satisfaction.

SUSPEND OR RESTORE SERVICE

T-Mobile app

1. From the T-Mobile app home screen.
2. Select the Account tab.
3. Select the line you need to update.
4. Click either Temporary suspension or Report lost or stolen, depending on the type of suspension you need.
5. Follow the on-screen steps to suspend or restore your line.

SPANISH CUSTOMER

Gracias por comunicarse con T-Mobile. Por el momento, no hay ning ún agente disponible que habla español y puede corresponder con usted. Te transferiré a nuestro equipo español para obtener más ayuda. Gracias por ser un cliente T-Mobile. I can continue helping you in English if you prefer. Would you like to continue in English?

AUTOPAY CHANGE PAYMENT METHOD https://c2.t-mobile.com/accounts/a020a#Pay

1. Log in to the T-Mobile app.
2. Select the MORE tab, select Profile.
3. Select Billing & Payments, then select AutoPay.
4. Select the current payment method.
5. Select Add a card or Add a bank.
6. Enter the required payment method information, and select Submit Payment Method.
7. Select Agree and submit.

WORK PERKS (POWER BI) ELIGIBILITY SEARCH:

https://app.powerbi.com/groups/me/apps/aa151624-0358-47b5-b366-01cbd29ff08f/reports/618e30bc-1772-4df8-9dab-88d7f47661b2/ReportSection91b14f64313341b9a736?ctid=be0f980b-dd99-4b19-bd7b-bc71a09b026c&experience=power-bi

RESET PASSWORD OF ACCOUNT (T-MOBILE APP):

1. Open the app on your device.

2. From the app Home screen, tap Forgot Password?.

3. Select the verification method:

   • Text message: Send me a temporary password.
   • Security questions: I will answer my security questions.

4. Follow the on-screen instructions for the method chosen. RESET PASSWORD OF ACCOUNT (T-MOBILE WEBSITE):

5. Log in to My T-Mobile and click Forgot password?.

6. Select the verification method:

   • Text message: Send me a temporary password.
   • Security questions: I will answer my security questions.

7. Follow the on-screen instructions for the method chosen.

SPIEL FOR TROUBLESHOOTING (SET EXPECTATIONS):

Thank you for waiting. We will begin with the basic troubleshooting process on our end. Just a heads up, this may take a few minutes and if it still doesn't work, we will be giving you a call and transfer you to Tech Care as they will be doing advanced troubleshooting options. Would that work for you?

VERIFICATION PROCESS (FIRST RESPONDER):

1. Log in to My T-Mobile or the T-Mobile app.

• T-Mobile app: Click More > Profile Settings > First Responder Verification.

1. Select the correct line, your First Responder Status, and any required information into the form.
   • The category options that appear are EMT, Police, and Firefighters. If a specific role is not listed on My T-Mobile/T-Mobile app, direct the customer to select the closest option (ie, Ambulance Driver would select EMT).
2. Click Submit Information.

RESET NETWORK SETTINGS (APPLE):

1. From the Home screen, tap Settings > General > Transfer or Reset iPhone or iPad > Reset.
2. Tap Reset Network Settings.
3. If prompted, enter your PIN or Password.
4. Confirm selection.

Dipay, Ian Carlo Jul 2, 2023, 12:34 PM RESET NETWORK SETTINGS (SAMSUNG):

1. From the Home Screen, swipe up to view your apps.
2. Tap Settings > General Management > Reset > Reset network settings > Reset settings.
3. If prompted, enter your PIN or Password.
4. Tap Reset. Once complete, a confirmation window will appear.

SET UP AUTOPAY (T-MOBILE APP) (SELF-HELP)

1. Log in to the T-Mobile app.
2. Click the MORE tab, click Profile.
3. Click Billing & Payments, then click AutoPay.
4. Click Add a card or Add a bank.
5. Enter the required payment method information, and click Continue.
6. Click Agree and submit.

CHANGE AUTOPAY PAYMENT METHOD (T-MOBILE APP)

1. Log in to the T-Mobile app.
2. Click the MORE tab, click Profile.
3. Click Billing & Payments, then click AutoPay.
4. Click the current payment method.
5. Click Add a card or Add a bank.
6. Enter the required payment method information, and click Continue.
7. Click Agree and submit.

CANCEL AUTOPAY (T-MOBILE APP)

1. Log in to the T-Mobile app.
2. Click the MORE tab, then click Profile.
3. Click Billing & Payments, then click AutoPay.
4. Click Cancel AutoPay, then click Next.
5. Click Yes, Cancel AutoPay.

VIEW YOUR BILL (SELF-HELP OPTION):

These are the steps for viewing your bill using the T-Mobile app:

1. Log in to the T-Mobile app as the Primary Account Holder.
2. From the homepage select View bill, alternately select BILL from the navigation menu.
3. In the Bill Breakdown section either select View by category (default) or View by line.
4. To download, select Download current bill (PDF).