Yes, a T-Mobile prepaid customer can switch to a T-Mobile postpaid plan and keep their existing line(s) via customer care over the phone. However, there are specific eligibility requirements and steps that need to be followed:

1. Eligibility Requirements:

• The customer must have completed 12 months of on-time bill renewals on their T-Mobile prepaid account.
• The customer must be in the 13th month of on-time payments to be eligible.

2. Process:
• Only Retail, Virtual Retail, and Activations can convert a T-Mobile prepaid customer to postpaid on a new Billing Account Number (BAN). T-Mobile prepaid agents cannot create a postpaid BAN.
• If the customer is eligible, a BAN will be created with a Credit Check or No Credit Check (CC R) for Smartphone Equality.
• The customer must have a valid ID and agree to have their credit run to start a postpaid account.
• The customer must have compatible equipment for their T-Mobile postpaid account, including the IMEI number and an eSIM or pSIM card.

3. Important Considerations:
• Balances on prepaid accounts do not carry over to postpaid accounts.
• Any money remaining on the prepaid account is non-refundable and will be lost.
• Voicemail messages will be deleted, and the voicemail box will be reset.
• The automated porting process may take up to 2 hours to complete.
If the customer meets these requirements and agrees to the terms, they can proceed with the conversion by contacting customer care.

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Thank you for your cooperation with me here in Messaging! As much as I would love this to be processed here in our end right away, we don't have the resources for this request and just to set your expectations with this switching:

- Balances on prepaid accounts do not carry over to postpaid accounts.
- Any money remaining on the prepaid account is non-refundable and will be lost.
- Voicemail messages will be deleted, and the voicemail box will be reset.
- The automated porting process may take up to 2 hours to complete.

Note: Only Retail (T-Mobile Store), Virtual Retail, and Activations can process this conversion.

May I know your thoughts on this, please?

► Possible probing questions:
- If I got this correctly, you want to transfer your prepaid number into your mother's postpaid account and be under her postpaid family plan, is that right?

→ Best option, kindly coordinate this with your mother for her to add you to her Postpaid account and add a new line, it depends to her account's rate plan the exact additional line cost monthly, but all she needs to pay today to get a new line for you is the device connection charge plus taxes.

Since we did not meet all the conversion requirements, you might have a new postpaid plan and not able to keep your existing number. May we know your thoughts on this, please?

The best option is going to our physical store since you need to present a valid ID and then they will ask some questions plus going to do a credit check in order to get a new account. Are we clear so far with this?

- If you don't mind us asking, may we know your device's make and model, please?