SPIELS

===GREETINGS===

Customer just says hi, no issue stated.

Hi John, This is Miguel from T-Mobile, how may I help you?

Customer with a Problem

Hi John, this is Miguel from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

Customer with a basic Inquiry?

Hi John, this is Miguel from T-Mobile, I’m happy to help take care of XXXX for you. (move forward statement)

===MOVE FORWARD===

Thank you for reaching out to us! I'll be here to assist you.

===CLOSING===

If there wouldn't be anything else, this is Miguel from T-Mobile, and have a great rest of your day!

===TC===

While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

===NO T-MOBILE CONCERN===

I'm afraid if you don't have any T-Mobile related concern as of this moment, I may have to close our conversation. You may call us at 1-800-937-8997 anytime when you need help regarding your T-Mobile services. We appreciate your time! Please stay safe and be healthy.

Hi CX, this is Miguel from T-Mobile. It seems like you were assisted by one of our representatives. Thank you so much for your time. Rest assured that your concern was fully taken care of. Thank you, have a great rest of your day!

===CALL===

Hi, this is Miguel from T-Mobile. Thanks for answering our call! If there's anything else I can do for you, please just let me know here in the chat.

===PM===

Follow proper closing procedure > https://c2.t-mobile.com/departments/messaging/conversation-handling-messaging

==-FCR==

If you have further concerns, you may also visit our support page at https://www.t-mobile.com/support.

===MY TMO WEBSITE===

https://account.t-mobile.com/signin/v2/

===FOR TO==

Hi Glenn! My name is Marygracehope and one of the supervisors here in Messaging, I hope you don't mind me joining. We appreciate your patience while your message was being connected to me. Rest assured that me and my expert will provide all of the options that we can do here to help. Just to confirm, would you like to reactivate your eSim again?

===SUPERVISOR===

I know how important it is to resolve your issue today and I will be glad to provide you my supervisor. I would like to help you further and if I cannot, I can definitely transfer you to my supervisor. Would you allow me to help you further?

I am fully aware of how urgent it is to handle and resolve this matter. I'll be pleased to offer my assistance, give you the finest solutions we have for your account, and see to it that your problem is fixed. I'll be pleased to obtain a supervisor for you if you still need to speak with one after this.

===DOWNTIME===

Hi, this is Miguel from T-Mobile. We would love to resolve your concern today, however, we have an ongoing tools maintenance at this time from which we are asking for your kind understanding if you could give us additional 24 hours to work on this for you once our tools are up and running.

For further assistance, kindly contact:

Customer Care hotline: 1-800-937-8997 from 4 a.m. PT – 12 a.m. PT Or dial 611

Have a great rest of your day!

===HRT===

Customer name: Mimi Rong Phone Number:9522003477 BAN: 201558135 Email address: Solutionlink@gmail.com IMEI: 359956985775832 Order Number: 110181580275 Tracking Number: 1ZW0Y5800219716755 Billing Address: 3321 Lake Albano Cir, San Jose, CA 95135 Promo Code: none Reason for submission: wrong address delivery Chat ID: b87c6f7d-69fd-48a9-8050-0f3f8f5a25c2 Token:

===BUMP===

It’s been a while since we’ve heard from you, but we know life gets busy. If you think you may end up needing some more help with your account, you can check out http://support.t-mobile.com/welcome for your T-Mobile concerns. Please keep safe and have a good one!

By the way, don't miss out on free stuff and epic prizes every week! Go to https://t-mo.co/tuesdays to install the app. Here's also the link for How to use our T-Mobile Tuesday App. https://www.t-mobile.com/support/plans-features/t-mobile-tuesdays-ap

===IR TEMPLATE===

IR REQUEST

Subject: Previous Agent failed to Cancel a line Site Name/ID: 116 Expert Name: Lester Sarmiento Expert NT: LSarmie12 Date of Incident: 24 Jul. 2024 01:17am - 24 Jul. 2024 02:04am BAN: 964755895 MSISDN:8604576740 Chat id: 96587972-4310-484c-be39-d3dfff76e9a7 C2 DOC for Feedback: https://c2.t-mobile.com/accounts/customer-complaints Feedback Details: Representative assured the customer that their watch line will be cancelled by the end of their bill cycle, but rep failed to cancel the line. This is considered as CUSTOMER MISTREAT for failing to make important account changes.

===TEMP CHECK===

Before I let you go, I would also like to take this privilege to ask, how is your overall experience with T-Mobile so far and if did we take care of your reasons for reaching out today completely?

I just want to make sure I don't miss a thing! Aside from this, would there be anything else that I can help with? Just wanted to make sure that everything is covered.

I'm still uncomfortable leaving this conversation without providing full satisfaction. I just wanted to ensure that I was able to give you an awesome T-Mobile experience today under my care! I'd love to ask, how do you feel about your overall services?

While I am working on it, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

===PA===

NEW PA SPIEL:

I do apologize, we are unable to change the existing payment arrangement. I recommend keeping it in place to avoid suspension of service and additional fees. I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay.

I’m definitely sorry about this. We are unable to change the existing payment arrangement. I understand it's not the response you were hoping to receive, however I feel confident that the best option is to keep the existing arrangement in place to prevent a larger payment amount later and possible suspension of service as well as additional fees.

===

PA SET UP:

Your payment arrangement is set up for $ on and . Your account will automatically restore, but keep in mind it can take up to 2 hours. Restart your phone after this conversation. You may want to advise your other lines on the account to do the same.

You may get a text in the next day or 2 about being past due. Those messages can be queued to send from the system. Not to worry, your payments draft automatically, and to not make them early to avoid duplicate payments processing. If you need to edit the card or payment method, you can do that via the app.

MINIMUM :

When past due days increase on an account, it can lead to the generation of a minimum balance requirement. This typically occurs because the account is considered at risk of non-payment, prompting the service provider to establish a minimum balance to mitigate potential losses.

As the number of past due days rises, it signals to the provider that the account holder may be experiencing financial difficulties or is unable to maintain regular payments. To protect their interests, the provider may implement a minimum balance policy to ensure that they have some financial cushion.

This minimum balance serves as a safeguard, ensuring that even if payments are delayed or missed, the account maintains a certain level of funds. It’s essential for customers to be aware of this policy, as it can impact their account management and overall financial planning.

Given that you’ve had a month for extensions, settling this amount is the best option. We understand there may be challenges with payments, but this situation isn't due to our oversight.

FALL OFF

I appreciate your patience. After reviewing your account, I'm pleased to inform you that you can indeed set up a new payment arrangement on the account once the current arrangement is automatically removed by the system. Unfortunately, we do not have access to the exact date when the current arrangement will be removed, as it is generated by the system.

Just a heads-up, in case your services are interrupted, there will be a restoration fee. The exact amount of the fee will depend on your account details. I can initiate a request to credit the amount of the restoration fee to your account. Please note, this request is subject to approval. You will be notified via SMS once the credit has been applied to your account. Would you like to proceed with this option, or do you have any other questions or concerns?

May I please know if this will work with you?

With regards to the restore fee, you don't have to worry in case you were charged for this. I will initiate a request to credit the amount of restore fee. Please note, this request is subject to approval. You will be notified via SMS once the credit has been applied to your account. Sounds good?

USE THIS

Fall off - less than 30 days past due (can still set up)

I have checked the account and can absolutely see here that you can still set up a new payment arrangement on the account. We just need to wait for the current payment arrangement to expire, which may happen anytime upon missing the arrangement date.

Just a heads up though, we do not have an exact date until when your payment arrangement would remain active. Its expiration is a system-generated action, so what I recommend for you is to check your account from time-to-time until you are able to set up a new one.

With minimum (still active PA)

Thanks for waiting! After reviewing your account, I'm pleased to inform you that you can set up a new payment arrangement on the account once the current arrangement is automatically removed by the system. Though just a heads up, our system also requires you to settle $354.24 minimum payment to set a new arrangement since you balance is already 31+ days past due.

What we recommend right now is for you to settle the minimum payment so that once your current arrangement is removed by the system, you can set up a new one as soon as possible to secure your services again. I understand that this might be a lot to consider, so if you’re able to make that payment today, I’d be here to guide you through the process. May I please know by any chance if you are able to settle the minimum payment today?

With minimum (CAN SET UP PA)

Thanks for waiting! After reviewing your account, I'm pleased to inform you that you can still set up a new payment arrangement on the account! All you have to do is to settle the $354.24 minimum payment that our system requires to set up a new arrangement since you balance is already 31+ days past due.

I understand that this might be a lot to consider, so if you’re able to make that payment today, I’d be here to guide you through the process. May I please know by any chance if you are able to settle the minimum payment today?

===MAGKAKAMINIMUM===

Though to be honest with you, there is a likelihood that the system will also require to settle a minimum payment since your account is already 29 days past due. Once it becomes 31 days past due, the system will generate a minimum payment. No worries though, you may still definitely just settle the minimum payment and set up a new payment arrangement.

==PA EMP==

I understand how stressful it can be when unexpected situations affect your ability to make payments. Life can be unpredictable, and I’m sorry you’re going through this. Let’s look at the options available to find a solution that works for you. We’re here to help you through this.

===

Will I be suspended?

** To be honest, there is a possibility that the service may get disconnected, but the good thing about it is that once you set up a new one, your service will be restored. Your current arrangement is what keeps the account active, so it's highly recommended to keep it as it is and just check the T-Mobile App from time to time to see if it's ready to set up a new arrangement.

** Great question! Seeing here, your payment arrangement is still active, your account is still secure. Since it is a system-generated action, the only way for us to check if the arrangement is deleted is for you to check your account from time-to-time.

** Great! I'm glad that you are able to stay on top of your bill. The thing is, you still have an active payment arrangement here which actually secures your services. As long as it is not yet deleted by the system, you can be assured that your services would stay active.

Concern with restoration fee charge.

Yes, the account will be charged $20 per line or a $60 cap for the restoration fee since we weren't able to fulfill the promised arrangement. But you don't have to worry about it that much, as that could be added to your new arrangement, which will give you ample time to settle the balance. It is highly suggested that if you ever have extra bucks, try to settle at least some small amount to lower the bill.

OTHER

Upon reviewing your account, I have confirmed that you still have an active payment arrangement here. The thing is, once the arrangement has been missed, it will only be the moment that it will expire. This may happen anytime upon missing the arrangement.

Just a heads up though, we do not have an exact date until when your payment arrangement would remain active. Its expiration is a system-generated action, so what I recommend for you is to check your account from time-to-time until you are able to set up a new one.

I recommend finding any way to pay your arrangement by the date because if the payment isn't made then the services will be suspended. When that happens, there will be a restoration fee, and the amount will depend on your account details. What I can do is send you the steps on how to make your payment as soon as possible from your T-Mobile app. How does that sound?

===WITH MINIMUM===

Thank you so much for waiting patiently for me, as per checking, your account is already 30 days past due and to be honest, your account is at risk of service interruption and to set your proper expectation, service interruption is system automated, and we have no control over that but don't worry we will absolutely help with the things that we can control.

For now, I would highly recommend settling your minimum balance of $86.40 instead of your full balance of $334.16 so that once your current arrangement has automatically been dropped by the system, you can just create a new one and set different date and secure your account once again. You might be concerned with the service interruption, and so do I as there is restoration fee if the account has been suspended.

We recommend manually checking your app or website from time to time to when you would be able to set up a new arrangement. One thing I can assure you is that if there is still an arrangement on your account your services will not be interrupted.

May I please know if this will work for you?

===FOR LESS THAN 30 DAYS PAST DUE:===

Since your account is less than 30 days past due, we still have the option to create a new arrangement on the account. All you would need to do is to wait for the current arrangement to be automatically removed by the system.

In this way, you can create a new one to get further extensions and secure your services.

For now, we can leave the arrangement as it is. As it doesn't necessarily mean that it will fail right away as it automatically be close by the system.

We recommend manually checking your app or website from time to time as to when you would be able to set up a new arrangement. One thing I can assure you is that if there is still an arrangement on your account your services will not be interrupted.

May I please know if you have some questions about this so we can ease your mind?

===DR==

I can understand your worries about your services being at a high risk of suspension once the system deletes it. No worries, since you already exerted the effort to reach us for this, I am very much willing to extend my helping hand for you and file a request here to keep your services active until you are able to set up a new payment arrangement. I'll just keep you updated regarding this within 24 hours. Sounds like a plan?

===CREDIT===

All for you! After discussing this, I am very glad to let you know that if you are to settle at least $183.45‬, as a one-time courtesy and to show you our most sincere intentions to help, we will cover the $35 for your bill to help you out with your expenses and your bill. May I know your thoughts about this?

CX CAN PAY IMMEDIATELY

By the way, thanks for patiently waiting! I was able to work on your account and I can assure you that you can still make the payment tomorrow without losing your services! All you have to do is to make a manual payment. After making the payment, you'll be good to go on your second installment on August 6.

Sounds like a plan?

PA SSO

Would you like me to set it up for you? Just a heads up though, there's a $10 assisted support fee. But you can avoid that fee with just using your T-Mobile App! Just follow these steps to set it up:

1. Select the Manage Tab.
2. Select Make a payment.
3. Select Set up a payment arrangement.
4. Review the Payment schedule.
5. To edit the date or amount, select Edit next to the Payment Schedule. Select a payment method.
6. To add a different Payment method, select Edit next to the Payment method.
7. Select Agree & Submit.

You can also refer to this link for steps: https://www.t-mobile.com/support/account/payment-arrangement?cmpid=hw_send

PAYMENT SSO

You can refer to these steps to make a payment through the app:

1. Log in to the T Life / T-Mobile app.
2. Select the Manage tab.
3. Select Make a payment.
4. Select Total balance or Other amount.
5. Choose the date to make the payment. Select Edit to change the date.
6. Select a Saved payment method.
7. To add a new payment method select Edit next to a saved payment method.
8. Select Pay to process your payment.

==

I can definitely assist you with the payment, but just a heads up, there will be a $10 support fee for this. No worries, you can avoid that fee by simply making the payment through the app:

1. Log in to the T Life / T-Mobile app.
2. Select the Manage tab.
3. Select Make a payment.
4. Follow the prompts to make the payment.

PAY AS GUEST

1. Go to My T-Mobile through https://account.t-mobile.com/signin/v2/.
2. Click Pay as a Guest - No Login Required.
3. Choose T-Mobile.
4. Enter the mobile number or the account number you would like to make a payment for.
5. Tap the 'I am not a robot' checkbox or answer the security challenge (i.e., tap image boxes that contain the descriptions).
6. Click Next.
7. Enter the payment amount and payment method details.
8. Click Agree & Submit.
9. The account holder will receive an automatic SMS notification of payment and email receipt if selected during the process.

For further guide on payments, you may refer to this useful link: https://www.t-mobile.com/support/account/pay-your-bill?cmpid=hw_send

====PREPAID PAYMENT===

https://prepaid.t-mobile.com/direct-to-account

LONG TERM RESO

=======AUTOPAY======

We highly suggest consider our Autopay option in the future to save you from paying any added fees and enjoy our discount instead while lessening your worry about any interruption.

Enrolling in AutoPay will allow you to not miss any payment while avoid any service interruption. It will also benefit you of a $5 credit per eligible lines!

SSO

You can follow these steps through the app to set up AutoPay:

1.Select the MORE tab, select Profile. 2. Select Billing & Payments, then select AutoPay. 3. Select Add a card or Add a bank. 4. Enter the required payment method information, and select Continue. 5. Select Agree and submit.

====CHANGE OF BILL CYCLE===

Or you can consider changing your billing cycle to match the due on your pay date. Would these work for you? //

Another option is to consider a bill cycle change closer to your most convenient payment time that would help you save any added fees.

ADVISEMENTS

More than 6 days

You'll finish your current bill cycle like normal. Then, you'll get a smaller bill that covers the time until your new bill cycle starts. After that, your bills will go back to normal, showing charges for a full month at your new bill cycle date. Just remember, any special discounts you usually get won't apply to this smaller bill but will be back on your next full bill.

Less than 6 days

You'll still finish your current bill cycle as planned. But, you'll get two smaller bills close together, covering the time until your new bill cycle kicks in. These smaller bills won't include your usual discounts, but don't worry, those discounts will be back on your next regular bill. After these two smaller bills, everything goes back to normal with your bills showing charges for a full month at your new bill cycle date

===WITHOUT AUTOPAY=== Today, your minutes start over on the [5th] of each month. By making this change, your minutes will start over on the [10th] of each month. Because we are changing your close date by [5] days you will receive a separate bill for that short amount of time.

This will cause you to receive two statements in less than a month, but going forward your bills will be due on [3rd] of every month. Will this work for you?

===WITH AUTOPAY===

Today, your minutes start over on the [3rd] of each month. By making this change, your minutes will start over on the [19th] of each month. Because we are changing your close date by [16] days you will receive a separate bill for that short amount of time.

This will cause you to receive two statements in less than a month, but going forward your bills will be due on [14th] of every month. By the way, we will set the due date on the 14th, but since you are enrolled in AutoPay, your bill will be collected on the 12th, since AutoPay collects around 2 days prior. Will this work for you?

====TO LESSEN THE BILL====

What we can highly suggest to you is to change your rate plan into.

What we can suggest is to change your plan into essentials. Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long-term resolution, so you'd be able to enjoy your services moving forward without any worries for interruption.

***Check for Autopay BIll cycle change Rate plan change Removal of other paid features Check for EIP that will end or can be paid off early

==Sample Thank you for availing our promotion! I can see that you switched to our Essentials Saver Plan, a wise choice for customers who are looking to lower down their bill. But in order for you to continue enjoying the $33.33 monthly promo credit, we would need to restore upgrade your plan back to Go 5G Plus. You can then once again enjoy your new iPhone 15 Pro Max with monthly credits!

Also, may I know which color do you prefer in case you'd like like to proceed with an actual order?

Desert Titanium Black Titanium Natural Titanium White Titanium

If you are looking to lower down your bill, not to pry, may I know if you have challenges in paying your bill? I'd be glad to look for options to make sure that you receive the best value in the lowest cost possible! Or you can also consider enrolling in AutoPay to not miss your payments, with the added benefit of a $5 monthly credit on each of your lines!

===3rd Party App====

There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps.

===FILE A CLAIM===

The fastest way for you to file an Insurance claim on their device (especially during long hold times) is to file it online: https://mytmoclaim.com

Please be advised of the following:

1. Have the associated mobile number ready to start your claim.

2. Replacements may be a reconditioned device or a new device of like kind and quality.

3. Replacement device color may vary.

4. Remove all accessories (battery, memory card, back cover, etc.). These items cannot be returned if you accidentally sent with the exchange.

Always tell the customer that:

When filing a claim don't forget to provide the following: • Mobile number • Device make/model and IMEI number • Date of the incident. • Details of what happened

Just a reminder you will need to be able to explain what happened to the device, to the best of your knowledge and you must know the exact date of incident or your claim may be denied. Once the claim is approved, your insurance provider will collect a service fee/deductible and replacement devices will not be shipped until the service fees/deductibles are paid. You have 30 days to pay the service fee and deductible to Assurant, or your claim will be closed.

Also, replacement devices are shipped by either FedEx or UPS for next business day delivery at no cost. Before I forget, you have 10 days to return your damaged/defective device after receiving your replacement, alright?

PS: Lost phone is not required to be sent to Assurant. Assurant will block the IMEI of the lost phone so do not block it on your end 🙂 but you can temporary suspend this line to prevent it from being used.

===MOBILE NUMBER CHANGE===

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.

After completing a mobile number change, rate plan changes cannot be backdated to the previous bill cycle.

If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number.

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.

===SAVE ATTEMPT===

COR - Line transfer**

May I ask if you know someone who would love to take over the line? Could be your extended family or a friend. By keeping the line, you can also SAVE the $35 from Device Connection Charge if you decide to add a new line again.

Change product type**

While checking, I noticed that you have Apple/Samsung phones on your account. I just want to ask if you've considered getting an Apple/Samsung Watch and iPad/tablet? That way, we can convert the line and you won't have to pay for the Device Connection Charge ($35) when you add it in the future. Good thing is that we can also activate your existing watch or tablet to this line. May I know how would you like to proceed?

*If the cx still insisting on cancelling the line, proactively offer if there are promotions that may be affected on cancelation. If there's a promotion (if promo requires AAL) Before we proceed, I took the liberty to check on your account and saw that your line has a promotion that covers the monthly charges of your devices. Just a heads up that if we proceed to cancel this, the promotion may also remove that will result to the account being charged with the device standard charges. Would you still like to proceed?

If the reason for cancellation is network issue** (Check if the cx already contacted PDA/ Tech, if not proceed with BTS and set proper expectation that we might transfer them to tech team)

I know how important for you to have a perfectly working network, CX and I am here to help you resolve that. I will be asking a series of questions to get into the bottom of this so that we can also do some basic troubleshooting steps. If that won't work, I can also transfer you with our dedicated technical team so that they can perform a more advanced troubleshooting steps to have this resolved. Shall we proceed?

*If it's bill issue (with promotion) We appreciate you for sticking with us, cx! I understand your situation and I know how important for you to save as much by canceling the line. How about we check a cheaper rate plan that is eligible with your current promotions (if there's any) or remove some features that you might not using. H ow would you like to proceed?

It's always important to make sure we're staying on budget! I would be more than happy to take a thorough look at your bill and see what options we have. May I please know how you usually use your device? So that we can check the options for you.

CANCEL SPIEL

Thanks for waiting! I have finalized your cancellation request. I see that your billing close date is the 12th of every month and the line cancellation changes take place effectively on that date itself for all our customers.

Our system is designed to schedule all cancellations by the end of your cycle to avoid any bill confusion. What I'm going to do is put a special note on your account mentioning the details and reason for the line cancellation and all you need to do is just drop a simple message to us here on the 12th of this month and your line will be effectively canceled. Sounds good?

===

Thanks for letting us know! I assure you that I am working on your request right now. While I'm on it, may I ask if you know someone who would love to take over the line? Could be your extended family or a friend. By keeping the line, you can also SAVE the $35 from Device Connection Charge if you decide to add a new line again.

Or if possible, we may also consider converting the line into another product type. This way, you'll also save the connection fee.

===TROUBLESHOOTING STEPS===

Transfer to tech

If that won't still work, I am afraid that we have maximized all options here on my end to get this resolved.

You may consider contacting our advanced technical team through this number to get live assistance: 1-800-937-8997. Rest assured that they will do more advanced troubleshooting steps once you connect with them to get this fixed for you.

===UPGRADE===

JUMP UPGRADE:

JUMP allows you to upgrade your phone as many times as you want. To JUMP upgrade, you will need to settle at least 50% of your current Equipment Installment Plan and trade in your current phone. After that, you can then get a new phone (and pay the downpayment if applicable) and installment will reset to another 24 months.

JUMP ON DEMAND:

It really is exciting to check out a new device. Good thing since you're on JUMP! On Demand, you can get another phone and start a new 18-month lease. Just go to the nearest T-Mobile store to turn-in your current device in good condition and set up a new lease with a new phone. Your remaining lease balances will be forgiven.

===

We’ve received your payment to end your phone lease. Just a quick note: you’re enrolled in JUMP! On Demand (JOD), which is an 18-month lease agreement that lets customers lease devices instead of buying them outright.

You’ve been charged the remaining purchase price of $113.99, which covers the amount due after the 18-month installments to own the device.

If you prefer, we can set up a no-interest, nine-month installment plan for purchasing a device that hasn't been returned after your lease ends. Let us know how you’d like to proceed!

POP Injection:

I see that your [device] is under JUMP! On Demand program (18-month lease). Since the 18-month lease has ended, the Purchase Option Price (POP) of $[amount] has been injected to your bill as no action taken.

Your options are to either upgrade to a new 18-month lease and turn in this phone at the store (as long as in good condition), turn in the device at store and end remove the POP Injection, or buyout the device.

You also have the option to do POIP (Purchase Option Installment Plan) for the POP Injection. It's a 9-month installment plan for the POP Injection.

Line discount 210006

SSO

If ever you'd like to upgrade your device, you may also follow these steps to do it at your own convenience through the app:

1. Open the T-Mobile app and select SHOP.
2. Choose the desired phone, tablet, or wearable. If starting the order with a pre-order device, only the options for the pre-order device are shown.
3. On the device screen, select the desired Color and Memory variant.
4. Select the line to upgrade.
5. Follow the prompts until you have successfully placed your order.

===UNLOCK===

Hi, this is Miguel. I've noticed that you've had multiple contacts to request for the device to be unlocked. Please be informed that we can only unlock devices if the devices met the eligibility requirements. The phone that you're trying to unlock is not associated on your account. Due to that reason, we're unable to unlock your phone.

You can check out all unlock requirements here: https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy

Once all unlock requirements are satisfied, you may contact us back to complete the request.

===CREDIT ABUSER===

CREDIT ABUSER:

I'm glad that we're able to accommodate your credit requests in the past but if we continue to apply unnecessary credits, it may cause for your account to be flagged and we'd like to make sure that your account is in good status.

Credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Looking at your account, it doesn't show that you were incorrectly charge so I'm afraid that we can no longer apply additional credits.

I understand your concern and the importance of feeling valued as a customer, especially when you've been with us for a significant period and have been engaging in discussions to resolve your issue.

Our policies ensure that we strive to honor our commitments within the framework of our promotional and operational guidelines.

Given the current findings from your account review, it seems that the criteria for an additional credit or adjustment, based on a T-Mobile policy, have not been met. Therefore, we are unable to apply further credits in this instance.

It's important to ensure that our policies are consistently applied to maintain fairness and accuracy for all our customers. While I understand this may not be the outcome you were hoping for, please know that this decision is in alignment with our established guidelines for credits and adjustments.

===MOBILE NO. CHANGE===

A few things to keep in mind:

Unless eligible for a fee waiver, number changes generate a $15 processing fee. You'll receive a free text message with the new mobile number.

Once received, please turn your phone off, then back on.

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.

You may lose grandfathered 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.

If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number.

Call records for the old phone number will no longer be available on My T-Mobile.

Wait 72 hours after the mobile number change before accessing My T-Mobile with the new number.

Shall we proceed?

===SUSPEND RESTORE LINE===

Restore line:

-Access the T-Mobile or T Life app on your device. -Select the Manage Tab. -Select Manage All and choose the desired line. -Select Device Details and navigate to the Device Security section. -Choose to Restore suspended line or Report device found.

Suspend line:

-Log in to T-Life / T-Mobile app. -Select the Manage Tab. -Scroll down to the Device section and select Manage All. -Select the desired device. -Scroll down to the Device security section and select Suspend line temporarily. -Review suspend Terms & Conditions. -Select Continue. -Enter a start and end date for the suspension. -Select Continue to finish.

===CHANGE OF RESPONSIBILITY (COR)===

That process is called Change or responsibility. Essentially, you will be transferring your line's charges to another T-Mobile account.

For it to be completed, your line must be released from the current account first. TO release your line from the current account, you can connect and ask the account owner to release your line from the account.

Once the line is released, that`s the time you can contact and let know the owner of the other T-Mobile account to take over of your line.

Both account owners can contact us to complete the line release and take over. They can complete it thru chat or by calling our team using this number: 1-800-937-8997 or dial 611

===COR SPIEL===

Insert Billing Name], you agree to allow T-Mobile to transfer your number ending in (Insert last four of Mobile Number) to a new customer and for us to discuss this transfer with them. Again, you will remain responsible for the mobile number and all charges on your account until the COR is complete. If the transfer of this number results in your account being cancelled, any outstanding Installment plan balance that is not transferred will be reflected on your final bill and must be paid in full. If you have Autopay set up, the Installment plan charges will be included in the total amount on the final bill which will be charged to the card on file.

Do you agree?

===INTERNATIONAL ROAMING===

===CHECK COVERAGE===

https://www.t-mobile.com/cell-phone-plans/international-roaming-plans

https://www.t-mobile.com/coverage/international-calling?countryName=Romania

International Roaming (After confirming)

Thank you so much for patiently waiting, Jay! I have checked that you have one of the best plans being offered in T-Mobile which is the !

With this plan, you actually have the international roaming feature included which gives you free texting, free high speed data and discounted calling rates of $0.25/min when you are outside the country!

To provide further information for you, I did check that we have partner carriers in DRC which secures that the T-Mobile sim card and services will be available there! With this partnership, we will be able to use our partner carriers towers to provide services for you!

All you have to do on your end when you are in Europe is to simply turn on the roaming of your device!

To turn it on, simply dial #766# and to turn if off, dial #763#

===DATA PASS===

INTERNATIONAL DATA PASS

If you do want to add additional passes, here's our options for you:

$5 for unlimited calling and text, 512 MB high speed data valid for 24 hours.

$35 unlimited calling and text, 5 GB high speed internet valid for 10 days

$50 unlimited calling and text, with 15 GB high speed data valid for 30 days

===eSIM and UPS===

eSIM and UPS delivery Advisement

Also, I would like to provide proper expectation that iPhone 14 Pro Max is eSIM ready device! No worries, eSIMs are actually really easy! They do the same thing your physical SIM card does; it’s just built into your iPhone. The GREAT news is it’s just a couple of taps during the Quick Start flow once you connect to Wi-Fi. Not only can you activate your eSIM, but you can transfer your data while you’re at it!

Once your order is ready to ship, you’ll receive a notification from us that confirms if a signature is required at delivery. You can visit UPS.com as well to determine if a signature is required and find additional tracking and delivery options directly through UPS.

===HULU===

1. Go to https://promotions.t-mobile.com/hulugo5gnext
2. On Start a new submission page, enters yout T-Mobile phone number.
3. Log in with T-Mobile ID and continue
4. Click the Redeem Here to be taken to a Hulu Landing Page
5. Click the Redeem now and accept the terms and redeem your subscription.
6. Hulu will ask for your email, name, birthdate, and password to protect your account.
7. Hulu will ask for your payment details. (Hulu requires to add a credit card when creating an account as part of their standard redemption process, but don't worry - you will still receive it on us).
8. The next page will confirm that you are subscribing to the $7.99/mo. Hulu with Ads subscription
9. Now you're ready to watch Hulu!

===PROMOTIONS===

Downpayment Format:

For us to fully complete the order, here is the downpayment and out of pocket charges:

$0 - Device down payment

$78.98 - Taxes

$35 - Activation/device connection charge

$113.98 - Total

===PROMO EXPLANATION

Thanks for waiting! Let's go over your iPhone 16 Pro first. Here's how our device promotions work:

Since your trade-in your iPhone 12, you've gotten a trade-in value based on your phone's value. Upon checking here, the estimated trade-in value was $105. You'll also get a one-time bill credit of $105 straight to your bill automatically.

You will then get the Fair market value based on the trade as a one-time credit and the Monthly credits will be applied on a monthly basis. Since you took advantage of the $1000 off promotion, the fair market value looks like this: $1000 - $105 = $895. The $895 market value is then divided into 24 months, which is $37.29, which is your monthly credit off your phone!

I totally get that—it can be a lot to take in when you're new. If you ever need a hand understanding something, feel free to reach out!

This is how it's going to look like:

$45.84 iPhone 16 Pro/month - $37.29 Monthly credits = $8.55 per month after credits.

With that, in summary - you will be getting a total of $37.29 credits per month that will make your new phones monthly charge just $8.55 only instead of $45.84!

=====

You will get the Fair market value as a one-time credit and the Monthly credits will be applied on a monthly basis. This is how it's going to look like:

$41.67 iPhone 16 Pro/month - $25 Monthly credits = $16.67 per month after credits.

With that, in summary - you will be getting a total of $25 credits per month that will make your new phones monthly charge just $16.67only instead of $41.67! Huge save, right? May I know if we're good with this, or if there's anything else I can help you with?

===SHIPPING LABEL===

NOTES:

Use these steps to assist customers who want to print shipping labels for trade-in, JUMP!, buyer's remorse, and HSI orders on My T-Mobile and T-Mobile App. Customers must be logged in to their T-Mobile account to complete these steps.

*Warranty exchange return labels cannot be printed from self service.

*See Shipping labels to resend warranty labels as a PDF directly to the customer.

*Trade-in ship kits are not available in self-service. Customers can print the shipping label with the steps below, but if they request a ship kit, see Trade-in Lookup tool.

SSO:

You can refer to these steps to print your shipping label:

1. Log in to the T-Mobile App.
2. From Home, there will be a reminder message informing how many days remain to be able to send in your trade-in device.
3. Below the reminder message, select See trade-in device details >.
4. Under Trade-in device details, click Email shipping label button. You can view order details and shipping instructions if needed.
5. Enter email address and click Confirm & send.
6. Confirmation message will appear stating the shipping label and shipping instructions have been sent to your email inbox.
7. Print the label and attach it to the box to return the device.

===ORDER TRACKING===

Once you receive your new phone, you'll have 30 days to return your old phone back to us. Before sending it back, make sure to remove any physical SIM and/or memory cards from your old device, disable anti-theft, and perform a master reset.

To ship the device back to us, you will get a bubble wrap bag for the device, device reset & shipping instructions, and a shipping box. For the prepaid shipping label, we will email a URL you'll use to log in to My T-Mobile. Once you have it, simply log in and print the prepaid shipping label.

You may also return your trade-in through the nearest T-Mobile store within your area!

Once you receive your phone, you can activate the eSIM using the steps found in this link: https://www.t-mobile.com/support/devices/sim-esim. You can also use this link for the steps on how to transfer your information from the old to the new iPhone: https://www.t-mobile.com/support/devices/set-up-a-new-t-mobile-phone

====

You may check your order status by following the steps in this link: https://www.t-mobile.com/support/devices/buy-a-t-mobile-device#orderstatus

I want to ensure you can receive the device in your hands on the expected day. To protect high value orders against theft, a signature may be required to receive your delivery. You’ll be notified in the order confirmation and order shipped notifications sent by T-Mobile via email or SMS. You can learn more about this signature requirement or make delivery option changes by clicking on the UPS tracking link, which will take you to UPS directly to make any updates as needed

====

CX REQUESTING ADDRESS CHANGE ON ORDER

When the package is shipped and handed to UPS, you can easily add the apartment number using UPS myChoice. Just to verify, do you have a UPS mychoice account? No worries, I am your angel to guide you on the right path. Once you receive a notification for the tracking number, you just need to visit this link.

https://www.ups.com/us/en/track/change-delivery.page

SSO

Existing:

You can refer to these steps to track your order through the app:

1. Log in to the T Life /T-Mobile app.
2. Order status displays on the Home tab.
3. The index card updates with the current order status.

Closed/Old orders

If you wish to view your closed/old orders, you may just refer to these steps to view them in the app:

1. Log in to the T Life /T-Mobile app.
2. Select the Manage tab.
3. Select Additional Tasks.
4. Select Order History.

New:

You can refer to these steps to track your order:

1. Go to www.t-mobile.com/order-status
2. Enter the following details from the order: -Order number -Last name -Billing ZIP code
3. Select Check status

===RATE PLANS===

SSO

View plan:

You can follow these steps to view your plan through the app:

1.Open the app. If you don't have it, download it now. 2.Tap ACCOUNT > Plans and usage details. 3. View your current plan.

Change Plan:

You can follow these steps to change your plan through the app:

1.Open the T-Mobile app, and login. 2. Tap ACCOUNT. 3. Scroll down and tap Manage my plan. 4. Compare plans by selecting different options in the Choose this plan drop down. 5. Once you've compared plans and made your selection tap Select plan.

===PIN/PASSCODE CHANGE===

SSO

You can follow these steps to change your PIN through the app:

1. Log in to the T-Mobile app .
2. Tap MORE.
3. Tap Profile settings.
4. Tap T-Mobile ID.
5. Select the PIN/Passcode section.
6. Enter and confirm a new PIN/Passcode
7. Click Save. You will be sent a text confirming the PIN/Passcode update request.

===USAGE===

SSO

View Your current cycle summary

You can refer to these steps to view your current cycle summary:

1. Log in to the T-Mobile app .
2. On the Home tab, tap Your usage or Get the details. 3.Select the arrow next to Data, International Data, Messages, Calls, and Mobile Hotspots to view usage for each line category.
3. You can also:

• Tap different monthly usage bars to view that month’s usage cycle. The last 3 cycles and the current usage cycle will be selectable.
• The Current cycle shows the cycle date range of the current usage cycle and days left in the cycle.

View Usage Details

You can refer to these steps to view your Usage details:

1. Log in to T Life / T-Mobile app.
2. Select the Manage Tab.
3. For the line you wish to view usage for, in the People section, select Data Used.
4. On the Line Usage page, continue with the current bill cycle or select the drop down to view usage for a different bill cycle.
5. Select the tab for the usage information needed. The available tabs are: Data Calls Messages

FAMILY ALLOWANCE

To limit usage in Family Allowances, follow these steps:

1. Access Family Allowances: Log into the T-Mobile app. Navigate to the Family Allowances section.

2. Select the Line to Manage: Choose the line for which you want to set limits. You can manage up to 17 different lines (12 Voice, 5 Mobile Internet) under one subscription.

3. Set Limits: For each selected line, you can set specific limits on data usage, manage web content filters, and set time restrictions. This includes setting daily time limits for overall device use or specific platforms.

4. Monitor and Adjust: Keep track of usage through the FamilyMode app. You can adjust limits as necessary based on real-time usage and needs.

TRANSFER PIN

My T-Mobile / T-Mobile app / T Life app

1. Log in to your My T-Mobile account or the T Life / T-Mobile app.
2. Select the Manage Tab.
3. Select any line on the account.
4. Scroll down and select All account settings.
5. Select Line Settings.
6. Select Request a transfer PIN.
7. If prompted, agree to verify the account by receiving a code sent via text. -Select Continue. -Enter code sent via text and select Continue.
8. Select Get a transfer PIN.
9. Make note of temporary PIN.
10. Click Okay.

===ADD AUTHORIZED USER===

SSO

ADD

You can refer to these steps to add an authorized user to your account:

1. Log in to the T Life / T-Mobile app.
2. Select the Manage tab.
3. Select the gear icon in the top, right corner.
4. Select Permissions & Controls.
5. Select User Roles.
6. Select Add new Authorized User.
7. Enter the email address and Phone number of the new Authorized user.
8. Select Continue to save.

manage AU

You can refer to these steps to manage the authorized users on your account:

1. Log in to the T Life / T-Mobile app.
2. Select the Manage tab.
3. Select the gear icon in the top, right corner.
4. Select Permissions & Controls.
5. Select User Roles.
6. Select the arrow next to the name of the authorized user you would like to manage or edit.
7. Select the role you would like to assign to the user.
8. Select Save Change.

===SECURE FORM==

I will be sending you a secure form for your account information please do let me know once you are done. Thank you.

===PROTECTION 360===

For $18 a month, Protection 360 includes:

1. Accidental damage, loss, and theft coverage
2. Hardware service coverage
3. Unlimited screen protector replacement
4. Mobile Security with ID theft Protection
5. Live tech support with Assurant
6. Eligibility for JUMP! Upgrades
7. Applecare services
8. $29 screen-only repair for eligible phones

You may also check this useful link for further details:

https://mytmoclaim.com/nwbrochure

===EMPATHY===

I truly understand how this has made you feel and I can see why you're upset. It's really important to me that we address your concerns and work together to find a solution that makes things right for you. I'm here to support you through this and ensure we resolve this matter to your satisfaction. Let's discuss the next steps together.

I understand that sometimes circumstances change and you might need to cancel your services. We genuinely appreciate the time you've spent with us and want to make this process as smooth as possible for you. If there’s anything we can do to assist you or if you’d like to discuss your experience, please let us know. Your feedback is valuable and helps us improve.

I’m truly sorry to hear that you’re feeling this way. I can imagine how frustrating this must be for you, and I want you to know that we’re here to help. Your concerns are important to us, and we’re committed to finding a solution that addresses your issues. Please share more details with us, and we’ll do everything we can to resolve this situation for you.

I’m really sorry you’re having such a tough time, [Customer’s Name]. It sounds like this situation has been incredibly frustrating, and I want to assure you that we’re here to help. Your experience matters deeply to us, and we’re committed to understanding exactly what went wrong and how we can make it right. Please let us know more about what happened, and we’ll work together to resolve it as quickly as possible.

===ONSET CLOSE===

We have already provided you all the options available here for the account. We respect your time, and understand that you have read the options given, so for now, we'll go ahead and close the chat now. If you think you may end up needing some more help with your account, you can check out http://support.t-mobile.com/welcome for your T-Mobile concerns. Please keep safe and have a good one!

===PLAN PITCH===

Right! Our Go5G Next plan is actually our best plan here at T-Mobile. It has these following features:

-Unlimited calls, texts, and high-speed data -Mobile Hotspot -50GB of high-speed mobile hotspot data included. Unlimited mobile hotspot data at max 3G speeds after 50GB. -Up to 4K UHD video streaming (must activate Up to 4k UHD video streaming) -Netflix on Us -Hulu with Ads on Us -Apple TV+ On Us -International roaming -Yearly Upgrade

For 5 lines, Go5G Next will cost around $305 w/ AutoPay for your monthly plan costs. May I please know if you're interested in switching to this plan to take advantage of the $1000 off promotion?

===CALL FORWARDING===

Thank you for patiently waiting! May I ask you to dial this number? **61*PhoneNumber# Kindly insert your phone number in the "PhoneNumber" when you dial it so that you can enable call forwarding.

Also, for your future reference, you may dial this code to remove the call forwarding as well: ##004#.

===HOME INTERNET===

SET UP

Thanks for patiently waiting! You may follow these steps to set up your home internet:

1. Download the T-Life App

2. Place your gateway on a flat surface close to a window and near an electrical outlet for the best signal. Use the Gateway Placement Assistant feature in the T Life App to find the optimal location in your home.

3. Connect the power adapter to your gateway and plug it into a power source.

4. Connect to Wi-Fi.

5. Finish Setup in the App: Once connected to the gateway’s Wi-Fi network, return to the T Life App to complete the setup process. If setup was previously completed, you will be asked for the admin password.

6. Manage Settings: Use the T Life App to manage your gateway settings, such as creating additional Wi-Fi networks for band steering, adjusting security settings, and troubleshooting common issues.

SSO

If you'd like, you can also refer to these useful links to set up your home internet:

Set up home internet: https://www.t-mobile.com/support/home-internet/t-mobile-gateway.html

T Life App: https://www.t-mobile.com/support/home-internet/app

CHANGE PASSWORD HSI

1. Log In to T Life App.

2. From the Home screen in T Life, scroll down and click on the "Manage my home internet" icon. This will take you to the Home Internet management section.

3. Select "Manage" next to your gateway from either the Home screen or the Connect screen. If accessing from the "Me" screen, select "T-Mobile Internet" to manage your gateway settings.

CHANGE PASSWORD APP

-Log in to the T-Life/T-Mobile app. -Select the Manage tab. -Select the gear icon in the top right corner. -Select Security. -Select Security Dashboard. -Scroll down and select Update in the Password section. -Enter the required fields. -Select Save.

===SITE ISSUES===

Thanks for waiting! Upon checking your coverage here, I can see that there is an on-going enhancement right now in your area which is why speeds are being impacted. No worries, after the enhancement, you can expect your services to be even faster and better! Rest assured that our engineering team is already working on it as we speak, and we truly appreciate your understanding as we make these improvements.

CHECK AVAILABILITY

https://www.t-mobile.com/home-internet/eligibility

TEST DRIVE

I've checked your address and just to let you know ___ your address IS eligible for our reliable home internet on America's largest 5G network. Where it's fast enough to stream, work and browse all at the same time. If you were to sign up today, we could get you FREE 2-day shipping, Price Lock, and as a T-Mobile 5% Home Internet customer, you'll enjoy benefits like Wi-Fi device deals, entertainment deals, and exclusive perks!

===REFRESH NETWORK (INTERNET)==

What we can do is refresh your network here on my end. After I refresh it, you may also unplug and plug your internet again after 3-5 minutes to test if it works out. Shall we proceed?

===DATA PRIO===

Because you're one of our heaviest data users-meaning you used over 50gb during this bill cycle- your data is temporarily prioritized after other customers. No worries, the good thing is, this should only be noticeable during times of congestion and will end when the bill cycle's over.

I'm sorry you experienced impact to your speeds due to data prioritization. Please be assured that your data use will no longer be prioritized lower when your bill cycle ends.

For more information regarding our services, you may also refer to this useful link: https://www.t-mobile.com/responsibility/consumer-info/policies/internet-service

===FAMILY ALLOWANCES===

Thank you for patiently waiting! We can definitely limit data usage for your lines by setting up Family Allowances in your account. To do this, you can follow these steps through the app:

1. Access Family Allowances: Log into the T-Mobile app. Navigate to the Family Allowances section.

2. Select the Line to Manage: Choose the line for which you want to set limits. You can manage up to 17 different lines (12 Voice, 5 Mobile Internet) under one subscription.

3. Set Limits: For each selected line, you can set specific limits on data usage, manage web content filters, and set time restrictions. This includes setting daily time limits for overall device use or specific platforms.

4. Monitor and Adjust: Keep track of usage through the FamilyMode app. You can adjust limits as necessary based on real-time usage and needs.

Family Allowances: https://www.t-mobile.com/support/plans-features/family-allowances?cmpid=hw_send

====FAMILYMODE APP===

SET UP

You may follow these steps to set up the FamilyMode App if this is your first time:

1. Download the FamilyMode App through the app store or play store

2. Upon opening the app for the first time, select "Get Started."

3. Sign in with your T-Mobile ID to link the app to your account.

4. Grant Permissions:

iOS Users: When prompted, allow the app to access your device location by selecting "Allow While Using the App." If prompted, enable Face/Touch ID for easier login.

Android Users: Enter your T-Mobile account details and sign in. If prompted, enable fingerprint login for quicker access. Also, allow the app to send notifications by selecting "Allow."

1. You can add devices to be managed by selecting their profile within the app and choosing "Devices" > "Add device."

LIMIT USAGE

To limit data usage in FamilyMode, follow these steps:

1. Pause or Resume Data for Individual or All Family Members: You can control data usage by pausing or resuming internet access for one child or the entire family directly from the FamilyMode app.

2. Set Time Limits: Utilize the FamilyMode app to set specific time limits for device usage.

3. Monitor Device Usage: The app allows you to see which apps are being used and websites visited or blocked.

FamilyMode App: https://www.t-mobile.com/support/plans-features/familymode-app

===NETFLIX===

1. Open the link in the text message > log in using your T-Mobile ID and password.   

2. Select the Go to Netflix button when the “You’re almost done” page loads. You will be taken to Netflix.com to complete the process.  Enter your Netflix account email address and select Continue.  

3. If you don't have a Netflix account, enter the email address you want to use for Netflix into the email address field and select Continue. You'll be prompted to create a password that you'll use for your Netflix login.  

4. Enter your password > select Continue. 

5. Confirm the Netflix plan you want  > select Continue. 

6. Confirm plan details > select Start Watching. 

==sso==

1. Log into the T Life app or the T-Mobile app.

2. Tap Manage at the bottom.

3. Tap See plans at the top.

4. Tap Manage add-ons.

5. Scroll down to Services and select the desired Netflix subscription > tap Continue.

6. Continue until you have opened Netflix.

7. Enter your Netflix account email address. If you don't have a Netflix account yet, enter the email address that you'd like to use.

8. Enter your password and click Continue. 

9. Confirm plan details > click Start Watching.

===CRUISE SHIP==

As your mobile service provider, we have already managed to arrange deals with multiple cruise ships so you may continue using your T-Mobile Mobile Number. We understand however that we may not always have the best pricing. If you wish to check for other options, the best thing to do when you travel on a cruise is ask the person in charge on a cruise ship to know what available services they could offer.

As for your T-Mobile services, you may quickly check the cruise ships covered and the service rates on our official website: https://www.t-mobile.com/cell-phone-plans/international-roaming-plans/cruises

===AAL===

Your order number is:510178854627 Order status: Submitted(Order Queued)
Order date: 08/13/2024 04:59:14 PM PDT Chat ID: 97dbee28-5188-405f-9623-9365356a83a8 HINT AAL

===APPLE LAUNCH===

I'm thrilled that you're excited about the new Apple devices! They’re among our most sought-after devices right now. I’d be delighted to help you get it activated!

That’s fantastic to hear you’re interested in the new Apple devices! They’re truly exciting and some of the hottest items right now.

Great choice! The new Apple devices are incredibly popular and packed with amazing features. Let’s get you set up with the latest technology.

Your interest in the new Apple devices is fantastic! They’re generating a lot of buzz, and I’m excited to help you explore all their great features.

Thank you so much for waiting patiently, as per checking, on your current plan, the best promotion that I was able to find is the $300 off to the full retail price of the iPhone 16 pro.

Also, I was able to see that if we switch your rate current rate plan into a GO 5G plus, we can take advantage of the $830 off.

And if we switch to our premium plan GO 5G next, we can take advantage of the $1000 off.

Also the Go 5G next comes with so much features, FREE Netflix, FREE apple TV, and FREE HULU on top of the usual unlimited talk, text, and high-speed data!

===IN FLIGHT CONNECTION===

1. Place the device into Airplane mode and turn Wi-Fi on.
2. Ensure Wi-Fi Calling is Enabled or On.
3. Select the airline's Wi-Fi network.
4. Follow the steps for the airline/inflight Wi-Fi provider.
5. Select the T-Mobile benefit titled: In-Flight Connection On Us!
6. Enter T-Mobile phone number (and enter the CAPTCHA details if prompted).
7. Tap Get Wi-Fi and Texting.

===DOWNPAYMENT===

I completely understand how you feel about the higher down payment—it can feel overwhelming, especially when you’re excited about getting a new device. Many customers share the same concerns because managing upfront costs can be challenging. However, the higher down payment helps reduce your monthly payments and can save you more in the long run. Let’s explore some options together to see how we can make this work within your budget, ensuring you feel comfortable with your decision.

“I understand that a higher down payment can be a bit unexpected, especially when you’re budgeting for a new device. It’s completely normal to feel hesitant. Many customers have felt the same way, but we’ve found that it can actually lead to more manageable payments over time. Let’s look at some options together to see what works best for you.”

“I completely understand that seeing a higher down payment can be frustrating. Balancing upfront costs with monthly payments is something many people struggle with. We can look into financing options, trade-in values, or special promotions that might help lessen the initial cost. Let’s figure this out together so you can get the device you need.”

====

Yes, you're right. That's because your downpayment is actually based on your available financing on your account. Seeing here that you are a new customer, the financing is based mostly on your initial credit checks when you first opened your account. No worries, the good thing is, you can actually raise your available financing by settling your bills on time in the following months.

Also, our system regularly updates this as well, so if you'd like, I can just update within 2-3 days to give you updates as to when your available financing has been raised to make sure that when you upgrade, your costs are much lower. May I please know if you're good with this, Shayla?

===AMAZON PRIME===

Log in to the T-Mobile app Go to Account/Manage Data & Add-ons Select Amazon Prime. Then follow the prompts to activate your Prime membership. Prime can also be added by contacting our Care team or visiting one of our T-Mobile retail stores.

===FOLLOW UPS===

Declined credit, VM:

Called cx but went to voicemail. Informed them about the declined request for credit on the restore fees. | NCM

===DIRECTORY===

Care: 1-800-937-8997 Rebate: 1-877-311-8853 Home Internet: 1-844-275-9310 Prepaid: 1-877-778-2106 Virtual Retail: 1-800-866-2453 Assurant: 1-866-866-6285 Apple: 1 (800) 275-2273 Number Transfer Center: 1-877-789-3106