Use these steps to support change of mobile number. These steps also apply to DIGITS and HSI (High-Speed Internet).

Change a mobile number
1. ) Verify account and confirm the Billing Responsible Party (BRP) or Authorized User is on the line.
2.) Review account status. See Past due delinquent account changes to see if a mobile number change can be completed.
3) Inform the customer they must pay with credit or debit. 
4) Verify which mobile number the customer wants to change.
     . Coverage devices must be moved to a new subscriber before changing the mobile number.
     . Customers with a JOD lease that is not in active status must take care of their End Of Lease options before you perform the mobile number change.
Note: If the lease is in active status, the lease should transfer over to the new number. If it doesn’t, it can be transferred manually.
5.)Tell your customers the following based on their scenario(s):
       .  All customers
           -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.
         -Your voicemail box will be deleted and all old messages will be lost, so make sure to save voicemails you wish to keep.
         -You must set up your voicemail greeting and password again. The voicemail password will be reset to the last four digits of the new phone number.
        - Text messages that are saved to the device may be deleted.
       - You may lose retired rate plans or features and previously purchased CallerTunes. CallerTunes cannot be resent or refunded.
      - After completing a mobile number change, rate plan changes cannot be backdated to the previous bill cycle.
     -Rateplan/feature (except for features that do not prorate) will show prorated charges in both old and new numbers
     - If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number.
     - For apps that verify using mobile number, remove two-factor authentication before changing the mobile number. 
      -After number change a third-party company will lose ability to send an OTP.
      -  If you use the T-Mobile app you need to clear app cache and data. See Devices > customer's device > Apps & accessories > Manage apps doc or send the Support doc to the customer.
     - Call records for the old phone number will no longer be available on My T-Mobile.
     - Wait 24 hours after the mobile number change before accessing My T-Mobile with the new number.
     - IMPORTANT:
         . Advise the customer to update the new number on any accounts where it's used for notification, like bank accounts, social media, account verification, and notifications.
        .T-Mobile holds all numbers for a minimum of 45 days and up to 90 days at which time the number becomes available for use.

>Customers changing primary subscriber's number on multi-line account
     . We're changing the number on your primary line, which is the line that receives important text message alerts about the account.
   . Once the mobile number is changed, the next oldest line on your account will become the primary line. Would you like to keep the current primary line?
>Important: If the customer wishes to keep the current primary line, change primary subscriber‌ (PAH primary indicator) after completing number change.
>Bridge to Value (accounts with reduced MRC on data features)
  .After this mobile number change, you will still receive your data feature discount, however, your bill will show the cost as prorated for both the old and new numbers.
 >Business & Business with SSN customers with T-Mobile for Business Help Desk (ZTCHDESK)
You must update your phone number in the TFB Help Desk app to prevent loss of functionality.

6.)  Confirm customer isn't calling from the mobile number being changed. If so, try to continue on a landline or different mobile number, as the call may drop as the number change takes place.
 7.) Collect the $15 processing fee plus taxes (including SCNC/NCC) for the mobile number change, unless the customer is eligible for processing fee waiver.
If customers do not have a valid payment method, refer them to a T-Mobile store to complete payment and mobile number change.
Explain to the customer they will receive a receipt via email or text message to the primary account holder (PAH) for the payment made.
 8.) Advise the customer that numbers generate randomly and we're unable to provide vanity or sequential numbers such as numbers spelling a word on keypads.
  9.) Change the mobile number in Atlas or Samson.

10.) Share the new mobile number with the customer and let them know it's available to view on My T-Mobile. Caller ID may take up to 72 hours to update.
11.) For primary subscriber number changes, make sure the primary line is set correctly.
 12.) For number changes on a POP or PA, make sure POP/PA didn't close. If closed, reset POP with same terms or work with your supervisor reset a PA.
  13.) Memo the reason for the number change and that all number change disclosures have been read to the customer.

*********Scenarios eligible for processing fee waiver********

The following account types and scenarios are eligible for a waiver of the $15 plus tax processing fee:

      Receiving multiple scam calls and looking for a clean slate. Only allowed on a 1 per calendar year, per line waiver.
Includes HSI customers receiving unwanted messages on the Gateway. Not limited to one per calendar year. 
     Business number changes on accounts restored from temporary suspends or new end user lines
     Forced mobile number changes
    Government, Reseller, and Special Company Use Demos, Test Phones & VIP accounts
    Port-ins to replace a current mobile number
    Received incorrect area code or exchange (NPA-NXX) during previous number change or activation
   T-Mobile employee work-related moves−confirm an account address change occurred
   WLNP Business account number changes−completed by Business Care or Credit
    Harassing calls related to domestic violence, sexual assault, stalking, or calls for previous users of the mobile number
    December 2020 Security Incident: If customer requests a MSISDN change due to this incident, offer a one-time MSISDN change for free.
    All Lincare, customer-specific requests are approved via the Samson: Procedural option below.

///***********Dispute processing fee (mobile number change)**********///

Check if eligible for $15 fee waiver. If not, contact Coach or Senior Rep for approval on a case by case basis.
Note: Employees are ineligible for courtesy waivers outside of listed scenarios.
If approved for a fee waiver, complete the mobile number change using the following options:
Atlas: Mobile Number Maintenance
Samson: Procedural
Note the account with the first name and last initial of the coach or senior who approved the waiver.
Let the customer know that this is a one-time waiver.

 ////////////***********Alternate Scenarios*******////////////

Local or specific number requests
 
       See Number Groups (NGP) by state to check available local numbers for customers' city and state.
      Due to FCC regulations, T-Mobile must use assigned number ranges in sequential order. We're unable to provide vanity or sequential numbers such as numbers spelling a word on keypads.
     Some customers may live in areas where the only T-Mobile numbers available are long-distance for their neighbors. T-Mobile can't guarantee local numbers to be available in all areas we provide coverage.
     T-Mobile doesn't offer toll-free service, 800, 866, 877 numbers are not available.

If a number is available for the customer's location...

Assist in changing their mobile number.
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If Grand Central shows address in T-Mobile coverage but there is no number available...
###################
From Outlook, select New Items > More Items > Choose Forms > Organizational Forms Library > Local Number Requests Form.
Service Partners: Coaches can send info to localnumberrequests@t-mobile.com. For Windows 7, select New Items > More Items > Choose Form > Local Number Requests Form.
Complete all mandatory fields and submit the form.
Inform that we can't guarantee a local number will be available; if available, we'll follow up to update their account.
Set a follow up for 7 days later and wait for your Coach to receive a response from the Local Number Request Form

=========================================
If Grand Central shows address not in T-Mobile coverage...
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Let the customer know: We are consistently working to grow our coverage and availability of local numbers within our coverage areas. Though we don't currently market our services in your area, we may in the future..

========Wrong number change=========
 
See Wrong Number Change MSISDN maintenance request overview

Forced Mobile number changes
 
In these situations, T-Mobile is mandated by the FCC and other organizations to take back subscriber numbers, including:

 

Unreported port-out
These are customer-assigned numbers that were ported out to another carrier who hasn't notified T-Mobile of the port-out.
Customers receive SMS notification to call Care within 24 hours to change their number.
After 24 hours, the MSISDN Maintenance Team assigns a new number and SMS notification is sent with their new assigned number.
 

Emergency or admin. number assigned
Some numbers are intentionally unassigned to customers to help authorities locate callers during emergencies.
If accidentally assigned to customers, T-Mobile must correct the issue. Customers receive SMS notification with their new assigned number.
 

Incorrect mobile number change
Numbers changed or cancelled are held in Samson under Aging status up to 60 days.
For numbers incorrectly assigned to new customers, submit a MSISDIN Maintenance request to release the existing number and reactivate the line with a new number.

############Repeated mobile number change requests
 
Never refuse to change a mobile number for a customer.
If a customer has changed their mobile number more than twice in 30 days, ask probing questions to identify the cause of the mobile number changes.
If applicable, attempt to right fit the customer with alternate solutions.
Example: Call ID management, such as number blocking.
Repeated mobile number change requests
 
Never refuse to change a mobile number for a customer.
If a customer has changed their mobile number more than twice in 30 days, ask probing questions to identify the cause of the mobile number changes.
If applicable, attempt to right fit the customer with alternate solutions.
Example: Call ID management, such as number blocking.