tittttttttttttt · Offline Notepad

ROUTED TO VM TEMPLATE

Verizon

6B – VZW Number Transfer PIN

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

8A – Account Number incorrect

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that we need your correct Account Number. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

6B – VZW Number lock

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Verizon that the number has a number lock. Once the number has been unlocked via Verizon online or app, please call us back at 877-525-5833, we are 24/7 to assist you.

AT&T

6B – AT&T Transfer PIN

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

6B – Removed Fraud Protection

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that your number has a fraud protection. Once it has been removed, please call us back at 877-525-5833, we are 24/7 to assist you.

8A – Account Number incorrect

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that we need your correct Account Number. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

COMCAST X-finity SPID 6006

8C – Password PIN incorrect – This is NTP

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from your old service provider that we need your number transfer PIN. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

Charter Comm/Spectrum SPID 6006

6B – Transfer PIN

AIRVOICE

If the fall out is 8C - password/pin required or incorrect, try to modify the request using the last 4 digits of the phone number before making outbound call.

Good day! This is Jas from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from Air voice that we need your Account pin. Once you have the information, please call us back at 877-525-5833, we are 24/7 to assist you.

Carriers that sends an 8C fallout but it’s a transfer PIN

DISH Wireless - 8C - password/pin required (Number transfer pin)

LOCUS Telecom - 8C - password/pin required (Number transfer pin)

Comcast Xfinity - 8C - password/pin required (Number transfer pin)

MOBILEX - 8C - password/pin required (Number transfer pin)

PURETALK - 8C - password/pin required (Number transfer pin)

US Mobile - 8C - password/pin required (Number transfer pin)

WORKING ASSETS FUND - 8C - password/pin required (Number transfer pin)

Tracfone 8C - password/pin required (Number transfer pin)

US cellular 8C - password/pin required (Number transfer pin)

Consumer Cellular 8C - password/pin required (Number transfer pin)

COMPLEXITY: generic VM

6A/ 6D

Hi! this is Marj from T-Mobile number transfer TIER 2, I am currently working on your number transfer request with the line 918-855-3309. We received a response from your old carrier saying your number is no longer active. For now, the request will be closed and no need to worry, all you need to do is to contact your OSP to reactivate the line, once the line is active give us a call at 877-525-5833 to help open a new request and we are open 24/7 to assist you.

PORT IN ADVISEMENT FOR WIRELINE

Once I update the request, we have to wait for 4 business hours as old carrier still need ampule time to validate the information we sent.

If all information are correct this request will complete on the due date and time that will going to provide by your Old Service Provider. Don't worry you will receive a text message from T-Mobile confirming the completion and you still have time to back up any important voicemail you want to keep up until the transfer request is complete. Don't forget to turn off and on your device once confirmed message is received. IF ever we received another error on the request, someone from our department will give you a callback within 24 hrs. What's your best callback number so I can notate here to reach you easily? ---- wait for customer to give you the CBR.

For now, we have to wait for 4 business hours for a valid response from your old service provider. Just keep your line open, we will be contacting you if we need additional information. Just Keep your line active until the transfer is completed

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(SPEAKING TO BRP)

Thank you for answering the call. This is ___ from T-Mobile Number Transfer Center Tier 2. I'm wishing to speak with ____. Please be advised that this call is being monitored for quality and training purposes. I called because I'm currently working on the number transfer request for phone number ___. Is this the correct phone number you're trying to transfer to T-Mobile? May I know if you are available right now to discuss about the number transfer request? Upon checking we will be needing the (provide fallout) from your old service provider for the request the request to push through. Do you have that information?

ADVISEMENTS

Once a confirmation is received, your number transfer request should complete immediately sometimes can take up to 2 hours.
You will also get a text message from T-Mobile confirming that the transfer is already completed. We recommend to turn the device off and turn it back on after the message is received.
Please do save any voicemails you want to keep because your old voicemail box will be deleted, and a new voicemail box will need to be set up. Just wanted to confirm if you need to save some voicemail.

Lastly this call may be disconnected as we complete your request since I reach you on the phone number being (transferred / replaced) You don't need to worry it is part of the process and one of the good signs that the request is already completed.

MODIFY PORT REQUEST

We have already received a confirmation and your phone number ___ is now showing active on your T-Mobile account.

Aside from completing the number transfer request, is there anything else I can further assist you with?

Thank you for choosing T-Mobile as you service provider. You have a great day and goodbye for now.

VOICEMAIL ATTEMPT 1 & 2 Hi! It's a great day here in T-Mobile this is ___ from number transfer center tier 2 calling about your number transfer request with line . We need (specific fallout) to complete your number transfer request please call us back at 877-525-5833 and we are open 24/7 to assist you. Thank you and have a great day! Bye for now. VOICEMAIL 7TH DAY CONTACT ATTEMPT It's a great day here in T-Mobile this is ___ from number transfer center. I'm calling about your number transfer request with the line. We still need additional information to complete your number transfer request. Please call us back at your most convenient time so we can help you complete it. For now, we will be closing the request kindly call us back at 877-525-5833. Thank you and have a great day! Goodbye for now!

CALLING OSP

ME: Hello good day this is ____ from T-Mobile number transfer center Tier 2, currently working on (PORTING NUMBER) and we need your assistance in getting the (provide fallout). Can you assist us?

GET BACK TO CUSTOMER AND CONFERENCE THE CALL

ME: Thank you for patiently waiting on the line (CUSTOMER NAME) I already have a representative on the line from your old service provider which is (REP NAME) and she/he needs to verify your account in order to assist. I will stay on the line and mute. Thankyou

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DEAD AIR: I'm unable to hear you but if you can hear me, please call us back at 877-525-5833 we are open 24/7 to assist you (three Times) I will now release myself from the line. Thank you and have a great day.

SPANISH SPEIL: "Un momento. Llamaré al equipo español"

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HOTLINES

CRT: 9998862077 SPANISH POSTPAID HOTLINE- 9998862707 REBELLION/PREPAID - 9998863055/9998863067 SYNIVERSE - 888-338-7678 SPANISH PREPAID HOTLINE 9998862712 CUSTOMER CARE 9998864770 BUSINESS CARE 9998864427 TRANSLATOR- 9998866615 (145)

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OSP LIST THAT NEEDS CUSTOMER FIRST

Tracfone (if ZIP CODE no need customer) Consumer Cellular Airvoice/Air talk Dish Wireless Cox Mobile Charter Spectrum Red Pocket Cricket Wireless Xfinity PURETALK

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SYNIVERSE Username: MT02360 Pass: 895623Jaz!111

TEAMS: https://teams.microsoft.com/v2/?tenantId=1b34e9a7-bf93-4518-9a83-0cff3be61269

STARTEK TL SHAREPOINT: https://startek.sharepoint.com/sites/TeamMailaMK607

WORKSPACE: https://workspace05.t-mobile.com/Citrix/CSWeb/

IPORT: https://iportproduction.t-mobile.com/iport/cases/search

wireline matrix: https://startek.sharepoint.com/:x:/s/CWSMEs/ESdli2HSmFZIg4QCeAZzF7gBaxaf18DYzeaICau13hJVHg?e=QpAiwE