john.torrero@ttec.com
Jo9641#1996

SIM and eSIM Handling Reminder
Overview
-When activating new devices, it's critical to allow for appropriate provisioning timeframes (up to two hours) for SIM/eSIM changes, MSISDN changes, and port-ins.
-Do not complete multiple SIM/eSIM changes within 2 hours as it causes provisioning delays.
>Multiple SIM changes within a short window may cause an extended timeframe for a customer to activate their device for break back-end provisioning requiring a ticket to be filed.
>This also costs T-Mobile money by wasting SIM card and eSIM profiles.
Details
>Provisioning for SIM changes only starts after the Account Change Engine (ACE) approves the SIM change, or if required, when the customer accepts the SMS within 10-minutes.
>When upgrading devices, use the On-Device eSIM transfer for the quickest and easiest set-up.
>If a customer has SIM Protection enabled or a Fraud SIM Block, the feature must be removed before completing the device setup.

Tech Care Transfer
Always cold transfer to Tech Care queues unless C2 specifically calls out to warm transfer.
Consumer Prepaid and Postpaid should cold transfer to Tech Care Queues as Standard Operating Procedure.


To check the past due balance on the T-Mobile app, follow these steps:

-Open the T-Mobile app on your device.
-Log in with your T-Mobile ID and password.
-From the Home page, tap on "Make a payment."
-Tap "View details" next to the past due balance to see the balance breakdown.
-Tap the plus sign (+) to expand the breakdown list for more detailed information.

Just to set proper expectation, once the payment arrangement has been set up we can no longer modify the date and amount.