PORT OUT MEMO · Offline Notepad

BRP - INDIVIDUAL (TPOP WITH DEVICE LOCKED)

Customer BRP/AU/Number Owner:_____ called in asking assistance for TPOP
Accessed the account using account pin/last 4-digits of SSN with OTP verified
Sent OTP for TPOP, customer verified the OTP
Provide port out advisements
Advised no port protection on his/her line
Customer acknowledged
Generated Number Transfer Pin
Provided TPOP, account number, and expiration date to the customer verbally
Customer acknowledged
As per checking the customer's device is locked
Advised to connect him/her to Care Department for unlocking device, customer agreed
Called Care Department, got Rep _____
Discussed the reason of call
Conferenced the call
Warm transfer the call
End of call

TMO REP - INDIVIDUAL (TPOP)

TMO DEALER - INDIVIDUAL (TPOP)

NSP - INDIVIDUAL (TPOP)

AU/UNAUTHORIZED WITH BRP - INDIVIDUAL (TPOP)

AU/Number Owner called in asking assistance for TPOP
Spoke with AU/Number Owner:
Customer can't verify the account
Asked for the BRP and advised them that we can only provide TPOP for account owner, customer acknowledged
Spoke with BRP: ____
Accessed the account using account pin/last 4-digits of SSN with OTP verified
Sent OTP for TPOP, Customer verified the OTP
Provided Port Out advisements
Customer provided verbal authorization to provide port out information to AU/Number Owner:_________
No port protection on the line
Customer acknowledged
Generated Number Transfer PIN
Provided TPOP, Account number, and the expiration date to the customer verbally
Customer acknowledged
End of call

PORT PROTECTION - NO PORT

WORK AROUND ON REMOVING PORT PROTECTION ON ATLAS

Rep ______ from Care called in asking assistance for port protection
Accessed the account using verification token
Took over the call
Spoke with BRP Reem Fayyaz
As per customer, they already removed the port protection using the T-Life app
Acknowledged
Did my work around and advised the customer that the work around will take effect after 10 mins
Customer acknowledged
Provide port out advisements
Customer acknowledged
End of call

For ALL - UNAUTHORIZED PORT OUT

Rep from ___ called in asking assistance about unauthorized port out
Accessed the account using verification token
Took over the call
Spoke with BRP/AU/Number Owner:______
Verified the number that was ported out
Asked probing questions
Initiated request ___
Filed incident report INCD
Advised customer I will call our higher department for further assistance, customer agreed
Called CRT, got Rep ___
Discussed reason of call
Provided needed info for the report
Conferenced the call
As per rep, she will take over the call and the request
Warm transfer customer to CRT

For ALL - TPOP Error - Call NTC3/CRT

Rep_____ from _____ called in asking assistance for TPOP
Rep provided the phone number
Asked for the customer
Spoke with BRP/AU/Number Owner:______
Accessed the account using account pin/last 4-digits of SSN with OTP verified
Sent OTP for TPOP, customer verified the OTP
Provide port out advisements
Advised no port protection on his/her line
Customer acknowledged
Generated Number Transfer Pin
Provided TPOP, account number, and expiration date to the customer verbally
Customer and rep acknowledged
Port request was resubmitted with correct info however still getting same error 8C
Advised rep to cancel and resubmit
Rep initiated new port out request *** , still same error
Advised I'll connect them over to our higher dept., (NTC3) for further assistance
Called NTC3, got Rep ***
Discussed reason of call
Conferenced the call
Warm transfer Customer and Verizon rep to NTC3