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BEFORE PA DELETE SPIEL We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.
While doing this, do you have any amount that you can settle today to lower the bill?
INTERNATIONAL ROAMING As per checking, with your plan, we've got you covered in Germany!
Data and texts are unlimited and free. For making and receiving calls though while in Germany its $0.25/min
CANCELLATION
** It's sad that you have thoughts of removing one of your lines. I understand your concern and you can request it to be removed from your account. If in case you know someone interested in it, you can just transfer the ownership instead of canceling it.
** Cancelling a line is the last thing we want to hear from you, but we still respect your decision. No worries, you got me here now. Rest assured that I can certainly address your request. If you don't mind me asking, may I know the reason why you would like to cancel this line/account?
** Thank you for your patience. I was now able to cancel the line ending in (---) and it'll be effective on (start date) so you still have time to think if you wanted to still cancel the line and to lessen you hassle on contacting us to reactivate the line again in case.
TROUBLESHOOTING
I understand the importance of having a working phone and service especially when staying in touch with work, family and friends. We definitely want to get you back up and going like normal. No worries, I can definitely check what's going on.
Let me help you with some troubleshooting steps that we can easily perform here in messaging, if these steps don't do the trick, you may need to get in touch with our technical care department. Sounds good? We can definitely ask coordinate with our Technical Care experts/ T-Mobile Home Internet Tech care to have advance troubleshooting and fix the issue right away. I can call you now and connect you to them if you are available. You may also call them directly at 611 or 1-800-937-8997.
REFERRING CX TO CARE:
No worries, we can ask assistance from our Customer Care over the phone. They have a different verification process to access your account online once you reach them. Please feel free to call our phone reps at 611 or call them at 1-800-937-8997.
IF THE CX SAYS BILL IN WENT UP:
I totally understand that this is not the bill we are expecting, good thing you got me here, I can definitely go ahead and check your bill and see the reason behind why your bill went up.
You can also view on your bill statement online to personally clarify the details. Please follow the steps below:
T-Mobile app :
Log in to the T-Mobile app as the Primary Account Holder.
Tap BILL.
Tap Download PDF.
With all these numbers, I sure know how bills could really be confusing, at times they could also be overwhelming. Good choice reaching out.
Let's have a run through your bill and see what's going on. This might take a little while, but I am hoping you will bear with me. Is there an amount you are expecting so we could compare and see what is different? Also, any account changes you could remember?
For filing the claim:
I'm sorry about your phone and no worries, you can file claim for the replacement of your phone, good thing you have Protection 360 insurance in your line .
I just want to inform you that Claims must be filed with the insurance company Assurant within 90 days of the reported incident . The coverage only applies to the last device used, right before the reported time of the incident.
A different device can be used before placing the claim. Service fees/deductibles are paid to the insurance provider and cannot be billed directly to accounts. Replacement devices will not be shipped until the service fees/deductibles are paid. You will receive a text message or email once claims are authorized.
Once you contact Assurant, please be ready with the following information: Your mobile number
•Pin/Passcode
•Billing address
•The make, model and IMEI number of your phone
•Date of incident
•The details of what happened and payment for deductible
FOR LATE ORDER
I know it really isn't fun to wait, especially not for a phone that you really like. We want you to know, that we really our doing everything to get the device to you as soonest as possible. I have the order checked and see that (status) so it wouldn't take that long for your order to be delivered at your door step. We appreciate your kind understanding and patience.
COVER MIN. PAYMENT That's totally fine. We respect and understand it. Just want to let you know that normally we cannot make these adjustments on your account. But no worries, T-Mobiles' got your back! As a one-time courtesy, we will be taking care of the $55 then you'll do the rest which is $75, let me know once done with the payment so I'll do some stuff on your account afterwards, alrighty? 😊
COMPENSATION
Since T-Mobile doesn't want you to experience that problem, what I can do is to cover the $30 as a One Time Courtesy from T-Mobile to compensate the problem it caused on your end. Would that be alright?
SET UP PA Thank you for your patience. I am now able to remove the current arrangement and you can now set up the new one on your preferred date.
You can follow these steps on this link to set up a payment arrangement online for free :
T-Mobile App
Open the app. Tap Pay Now. Scroll to and tap Payment Arrangement. Follow the prompt until you reach the option to Agree and Submit RESTORATION:
Thank you so much for your endless patience and cooperation. I am now able to manually restore the account here and you can now restart the devices in that way the services will be refreshed. Please let me know once done and if the services are already working so we can sure that it is now restored.
DELETE PA WITH MIN.
Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, can you let me know what you are able to pay today?
The most important thing is that we have a resolution that works for both today and the long term for you. For us to set new Payment arrangement the system requires the account to settle at least the minimum payment of
I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you?
MOVE E-SIM TO NEW PHONE
Request for EID. Kindly go to Settings> About Phone> Sim Status(sim slot 2), scroll down and locate EID. Send OTP Send QR code/ Link https://www.t-mobile.com/support/devices/sim-esim CAN'T MAKE RECEIVE CALLS
If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on. Check to see if you have a signal. If you don't have a signal, try manually searching for and connecting to a carrier's network within the country you're visiting. Once you're connected to a network, try making a call to a number that you know works (or try having someone call you). CAN'T SEND OR RECEIVE TEXT MESSAGES
Make sure of the following: -Your mobile device has a signal. -Wi-Fi is off. -You can make and receive calls. If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on. When your device comes on, try sending yourself a text message. CAN'T USE DATA
If you haven't done so already, turn your device off, wait 5 seconds, and then turn your device back on. Retest to see if it works now. If that doesn't work, dial #766# and send the call - this will turn on data roaming in case it is off (if you want to turn off data roaming again later, dial #763#). CANNOT MAKE A CALL - WIFI CALLING - REFERRAL TO TECH SUPPORT
I understand that you are unable to make calls. I do want to make sure you're getting the most you can for your money. We love our network and want you to enjoy it too! No need to worry! You got me here now, let work on this together.
Have you moved recently?
Where are you having coverage issues?
Have you had coverage in that location before?
What issues are you experiencing exactly? (No signal, dropped calls, poor audio, slow speeds, etc.)
Have you completed any troubleshooting with us to try and resolve the issue?
Do you have wi-fi in this location?
But is there perhaps a wi-fi network nearby which you can connect to? Just looking to see so that we can activate wi-fi calling.
Do you perhaps know the steps on how to set-up wi-fi calling? Or would you like me to give it to you to try and see if it will work? Can you please try these steps?
Go to settings
Scroll down then choose phone.
Choose Wi-Fi Calling
Turn on Wi-Fi calling on this iPhone.
Choose Enable.
I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.
No worries, our colleagues from the Phone Technical Support is better handled to help you with that. They will be able to look into this further and provide indepth troubleshooting steps, since they are specially trained to handle Technical Issues.
You may reach them through these numbers at your own convenience:
T-Mobile Technical Support: 1-800-937-8997
From your T-Mobile phone: 611
Since you are calling about a technical issue with your T-Mobile service, please call from a different phone so that they can troubleshoot with you.
SLOW HINT CONNECTION - REFERRAL TO HINT TECHCNICAL SUPPORT
I read that you are having slow internet connection. I can understand how that could be upsetting. That’s not at all the experience we want you to have anywhere, especially at home. Thanks for your patience. Nothing to worry, rest assured that I will do my best to help you.
Let’s get to the bottom of what’s happening. I would like to start with asking questions to get to the root cause of the problem.
[insert probing questions]
I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.
No worries, our colleagues from the Home Internet is better handled to help you with that. They will be able to look into this further and provide in depth troubleshooting steps, since they are specially trained to handle Home Internet Issues.
You may reach them through these numbers at your own convenience:
T-Mobile Home Internet Tech Support: 1-833-669-0567
NETWORK ISSUE TROUBLESHOOTING STEPS
For Apple Devices
Tap Settings General Transfer or Reset Reset Reset Network Settings Power cycle device For Android Devices
Put in Airplane mode Power cycle while in Airplane mode Turn device on turn off airplane mode ACKNOWLEDGEMENT:
We appreciate your concern in keeping your account current and understand that you need more time in doing so.
I know the need to stay connected with those who matter most.
I know the need to stay connected with work, family and friends.
I know the need to stay connected with your loved ones.
It's great to hear that you wish to activate a new line of service!
It's great to hear that you wish to get a new phone through the upgrade program!
It's great to hear that you wish to get a new phone through JUMP!
I understand how important it is to keep up to date with your account information such as your --.
T-Mobile values your business and strives to provide world class service to each and every customer. I assure you that what happened doesn't represent what we want our customers to experience.
Death :
Please accept our most heartfelt sympathies for your loss.. Our thoughts are with you and your family during this difficult time.
Words seem inadequate to express the sadness we feel about “name of deceased” death. We are here to support you in your grieving process. With sincere sympathy.
Sending healing prayers and comforting hugs. I am so sorry for your loss.
ASSURANCE OF HELP:
I don't want to miss a thing for you today.
I'd hate to miss a thing for you.
I want to make sure we've covered everything.
I'm here to help you sort things out.
Let's get to the bottom of this.
I want to make sure we finally get this sorted out.
I can definitely help you out with what you need.
I would appreciate the opportunity to work together to solve this problem for you today.
Empathy
I understand where you coming from. I am also a customer at the end of the day, I know how you feel.
So sorry if we're unable to completely resolve your concern today, but I hope you have felt my sincerity of helping you out in my own little way.
Do not worry, your voice will not be left unheard. I can actually use your inquiry to raise this issue up. As we speak, I'm already documenting this interaction.
Your frustration is completely understandable.
I see why you are so concerned with this issue.
I understand why this is a concern.
I understand why this concerns you.
That's perfectly understandable.
Mobile Number Change:
I would like to advise you of few things: First, A new voice mailbox will be created, and old messages will be lost, call records for the old number will not be available through T-Mobile.com and you do not need to re-register. Your existing password works with the new mobile number. Lastly, It will take 2-4 hours for the change be completed with caller ID takes up to 72 hours. Please bear with me while I process this.
CHANGE ACCOUNT PIN/PASSCODE :
There's a very secured way on how you can do this. You can do this on your end and that would give you an assurance that no one else would know your PIN/Passcode. To do this, please visit www.my.t-mobile.com and log in using the main number. Click on "PROFILE" at the top right. Click on T-Mobile ID and click on the "EDIT" option at the right of the "PIN/Passcode" section. You'll have the option to send a one-time PIN to your phone number/email. Please proceed on that and complete
SELF-HELP
T-Mobile app:
From your T-Mobile App, please tap BILL > (Make a payment) > Payment Arrangement.
T-Mobile app:
From your T-Mobile App, please go to BILL > AUTOPAY SETTINGS.
Change automatic payment method
My.T-Mobile.com:
Once logged in to my.t-mobile.com online, please click BILL > MORE PAYMENT OPTIONS > AUTOPAY > EDIT.
T-Mobile app:
From your T-Mobile App, please go to BILL > Scroll to and tap the line with the EIP. > Scroll to "Equipment" and tap Make a payment.
FamilyWhere -DOC-414978
FamilyWhere allows the Primary Account Holder (PAH) to quickly and accurately locate devices on their account via the FamilyWhere Android app or through My T-Mobile. This costs $10.00/month.
It is a T-Mobile-supported app available for Android devices. iPhone customers can only access the service through My T-Mobile, there is no app to download for iOS.
Install and sign up via Android
Install
1.Open the Play Store.
2.Search for FamilyWhere.
3.Download and install the app.
Sign up
1.Tap FamilyWhere on the device.
2.Tap Get Started.
3.Enter a valid email in the Create your account text box and tap Create Account.
4.Tap the check box next to a person to track on the account, and tap Locate!.
Sign up via My T-Mobile:
1.Log in to my.t-mobile.com
-Click Profile.
-Click Family Controls.
-Click Manage next to FamilyWhere.
2.Review the Terms of Service.
3.Click Get Started.
4.Complete all information on the Basic Information and Select & Name Phones pages.
5.Click Continue.
6.On the confirmation page, click Sign in and locate.
7.Click T-Mobile FamilyWhere on the Welcome page.
Locate a family member:
1.Log in to my.t-mobile.com
-Click Profile.
-Click Family Controls.
-Click Manage next to FamilyWhere.
2.View location information that populates upon login.
3.If the results are inaccurate, remove the line from the account for 24 hours and re-add.
You may also visit this link as reference: https://support.t-mobile.com/docs/DOC-4258
FamilyMode -DOC-441757
FamilyMode - For $10.00/month on plan, T-Mobile's FamilyMode lets you manage, monitor, filter and set time limits for your kids’ phones, tablets, gaming consoles, laptops, smart TVs and the other Wi-Fi-connected devices in your home. You can control data usage, filter web content, check device usage, and receive real-time location information and more for up to 17 (12 Voice, 5 MI) different lines for one monthly subscription fee.
You may also visit this link as reference: https://support.t-mobile.com/docs/DOC-37872
Ownership:
💬I am part of T-Mobile, and your previous experience is also my responsibility. I am really sorry for the inconvenience this has caused you.
Prepaid:
It seems like you are one of our valued prepaid customers. Please be advised that we do have a dedicated team that specializes in prepaid customer's concern, they our prepaid care department.
Are you able to cater a call right now so I can connect you over to them to check if they do have?
TRANSFER TO TECH
💬 (After basic TS)I honestly couldn't appreciate you enough going thru all these steps with me, XXXX. You're a valued customer and you deserve the best! We got your back on this one and I'll make sure that this will be taken care of. We just need a bit of help from our specialized tech team over the phone. Would it be okay if I'll call you so that I can personally hand you over to them? I can assure you that they'll do everything to have this fixed just for you.
Unauthenticated:
💬I would be enthusiastic to check the status of your account, however to check that I need you to log in and have your account authenticated by the system so I can have access in it. Please log in here.
💬 Please be advise that T-Mobile live messaging can only access account that is being authenticated using their log in. However, don't worry as I do have other option for you. You can manually verify your information via calling our customer care department at 1-800-937-8997
💬 I would love to check the status of your account, however, to check that I need you to log in and have your account authenticated by the system. Please log in here.
Upgrade device with past due:
💬 First of all, I want to give you an appreciation for showing interest on having your device upgrade with T-Mobile. As a heads up, upgrading a device incurs some requirements and eligibility.
As I did a visual check on your account, I can see that you have a past due balance for $___ . This balance should be paid so that the system will not block us to start the process of the upgrade.
Are you able to make a payment right now so we can start the upgrade process?
One-time pin:
💬 Before I proceed, for the security of your account, I will send one-time PIN in line ending in xxxx. Once you receive it, please provide me the PIN. Thanks!
Simple global:
💬 Great news! As I have checked, your XXplanXX does include an international feature we called Simple Global. It will give you unlimited texting, unlimited 2G data, and discounted calling for $0.25/min. It is automatically activated in the account; all you have to do is enable the data roaming by dialing #766# on your dial pad. You can also refer on this link for Simple Global rates, for future references: https://www.t-mobile.com/coverage/roaming
Mobile number change fee waived:
💬 We'll sure be to the rescue for you! Normally Mobile number change has a $15 charge but since thinking of it and putting may self in your shoes, I will also want to do the same to protect my privacy and security. As one-time courtesy, I will be waiving the $15 mobile number change fee for you.
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
DEVICEUNLOCK
I was able to successfully request for your device ___ with IMEI __ and it has been smoothly processed. Please be guided that the mobile unlock will be completed after 24 hours from the time of request. After 24 hours are completed, kindly use a non-T-Mobile sim card to test the device or perform a master reset on your device. Port in:
💬Please be advise of the following for the Port-in process.
☑️Port-ins from an existing wireless carrier can take up to 24 hours, though it is generally much faster, as quick as 10 to 30 minutes.
☑️You'll get a text message from T-Mobile to let you know the porting process started.
☑️Save any voicemails you want to keep. Your old voicemail box and any voicemails are deleted. If your phone number is being replaced, the voicemail box resets when the port is completed.
☑️If you're calling on the number being ported; this call may be disconnected when we start the porting process.
Netflix redemption steps:
💬 Awesome! Kindly let him/her know to perform these steps to complete the redemption on her/his end.
Log in to T-Mobile App. Tap Account > Add-Ons.
Under Services, select the desired Netflix subscription.
At the bottom of the subscription description, click the Manage Netflix link.
Select the Sign up for Netflix button.
Complete the redemption and connect Netflix by login in or creating an account (if you do not have one)
Screen protector replacement:
💬We appreciate you reaching us here about getting a screen protector replacement for your ____ on line ending ____. Indeed, I am seeing here that your ____ device has a protection 360 feature which gives you unlimited screen-protector replacement.
A little heads up, please be guided that screen-protector replacement under protection 360 feature can be completed in T-Mobile retail store. Can you provide me your zip code so I can help you get contact information from that store and help you set an appointment?
💬Network check:
Thank you for confirming, ___. Can you provide me your current location as I perform a network check in you area please? This network check will help us determine if there's any factor that impact your ability to use the service smoothly.