HSI

@all for home internet inquiries or cancellations, kindly refer to the information below:

UPDATED: T-Mobile High Speed Internet: Special HSI Loyalty Credit - Stay Magenta! T-Mobile’s High-Speed Internet is America’s fastest-growing internet provider, with coverage available to over 50 million locations! Even with our great success, competitive advantage, and positive customer sentiment, some customers still contact us about their network experience. Nearly 80% of customers who disconnect their HSI product state it’s because of network and speed challenges. With recent network investment and enhancements underway, we believe there is an opportunity to retain these customers as their network experience improves over the near future.

Beginning today, March 5, we are offering customers who are experiencing extreme network challenges, a one-time loyalty credit on their next bill, which provides a credit of up to one full month of internet service charges, while we work to improve their network experience. Only offer this one-time loyalty credit, after you’ve fully troubleshot the customer’s current experience.

Use the Troubleshooting Guide: Home Internet to check the customers' home network, hardware, and connections. If that resolves the customer’s concern, do not issue the credit. If there are known temporary network challenges, like tower maintenance in their area, continue to assess the need for the one-time loyalty credit to retain the customer. If the customer would still like to leave because of network concerns, explain that we are currently making investments in the network that can benefit them soon, and offer the one-time loyalty credit. Finally, offer the T-Mobile Backup Internet Plan. This reduced-cost plan allows them to keep T-Mobile Home Internet service as a backup option if it doesn’t work as a full-time solution. Loyalty credits should be applied as one-time credit with the correct adjustment code.

Additional Resources Stay Magenta: HSI One Month On Us Save Guide: Home Internet Troubleshooting Guide: Home Internet T-Mobile Backup Internet Plan Competitive Comparison: Home Internet
Talking Points: T-Mobile Home Internet (HSI) Talking Points: T-Mobile Backup Internet Plan

Don't forget to use the hashtag #HighSpeedInternet, #HSI, or #HomeInternet in ALL of your conversations related to HSI. Everyone

Important: Order details should be uploaded in our HSI tracker to qualify https://forms.office.com/r/93rB6qZAjV

https://c2.t-mobile.com/offers/2cad7

Be proactive sa AAL for HSI and other promos using NBA para may add a line kayo (that is if you resolved the initial concern and if the account is not current, tell them na you have offers that they can take advantage once their account is in good standing.