Spiels · Offline Notepad

No Concern Mentioned

Hi! This is Angel from T-Mobile. How may I help you?

Basic Inquiry

Hi! This is Angel from T-Mobile. I am here to help

Network Outage Spiel

We are currently experiencing a network outage in your area. Our team is working diligently to resolve the issue as quickly as possible. In the meantime, if you have access to a Wi-Fi network, you can use Wi-Fi Calling to make and receive calls and texts. We apologize for any inconvenience this may cause and appreciate your patience. For the latest updates, please check the T-Mobile website or app.

Just to set expectations, once an arrangement has been setup, we won't be able to modify or delete it unless the account is current. We recommend finding any way to pay your arrangement by the date because if the payment isn't made then there is a risk that services will be interrupted. But the good thing is once the payment arrangement has been removed, you can visit your account from time to time to check if you will be able to setup a new one. Once you have setup a new one, your services will be automatically restored.

POSTPAID

PQR Template

NTID: AGannab1 Chat ID: Token: Name: Mobile Number: BAN: Issue/ Concern: Offered Reso: Next Step :

IR Template

Submitters Name: Site ID: Date and Time in Memo or Live Engage: Chat ID: Name of Employee/Employees involved: Description of the Incident: C2 DOC for Feedback:

CANCELLATION REQUEST Template:

Convo. ID: BAN: MSISDN: Cancellation Reason: 1st Save Attempt Done: 2nd Save Attempt Done:

C&A Approval Template:

Chat ID: Ban/Mobile Number: Amount: Adjustment Reason: Code used/to be used: Adjustment offer (Reactive/Proactive): CEO:

Tenure: Payment: satisfaction adj:

ALL DATA FROM THE TRAINER

MOBILE NUMBER CHANGE

Mobile number change will cost $15.00 processing fee and it will take effect within 2-4 hours. Kindly note that you may lose your voicemail message, call recordings as these will be deleted as soon as the mobile number change request is submitted.

A few things to keep in mind for 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. 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. 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.

AAL and UPGRADE E-SIGNATURE FOR AAL

Your order is pending. You must submit your electronic signature authorization in order for us to process order!

Please check your e-mail(e-mail address) for electronic signature authorization Instructions. We can't process your order until we receive your electronic signature authorization. (You may want to check any spam filters and/or junk email files on your computer first to make sure your instructions didn't accidentally end up there.)

FOR UPGRADE

You will receive an email from T-Mobile/Docusign with a link to your new Equipment Installment Plan Agreement. if you don't see it in your Inbox, check your Junk/Spam/Filtered folders. You will need to review and accept the terms of the agreement within 48 hours to complete your order. If your acceptance is not received within 48 hours your order will be cancelled. You authorize T-Mobile to charge your credit card in the amount of $____. You also authorize T-Mobile to credit your credit card for any refunds. Do you accept these terms and agree to make this payment?

Your credit card wont be charged until your order has shipped. We will send you a confirmation email when your order has shipped.

HOLD TIME / BUY TIME SPIELS

Please bear with me a little more. I am checking all the details here further. Your patience is highly appreciated. I'm still checking your account overview here. I will keep you updated and will let you know if I still need some information. Thank you for your patience, ____ By the way, as I check here, may I know how's your day going on so far? Hope you're doing great! Let me check on it right away. May I have a couple of minutes for this? While I'm checking here, aside from this, would there be anything else I can help you with, so I can take care of it afterwards?

MOVE FORWARD SPIELS

Would this work for you? Sounds good? Are you good with this? Do you have further questions/clarifications about this one? (Provided options) May I know how would you like to proceed? Shall we proceed? Are you comfortable proceeding with this? Is this okay with you? Would you be able to XXXXX?

Powerful Branding Spiel

We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now!

Temp Check for adjacent issue : Ask this at the middle or before providing your resolution.

While we are working on this concern, do you have any other issue that we need to address aside from this to make sure your experience is great today?

Proper Expectation for TS

Since we will be needing to do a basic troubleshooting, I just want to set expectations that I might be asking some questions so it will lead us to the right steps on how to fix it. If the steps didn't work, you don't have to worry! Id can definitely get you one of our technical experts over the phone to help you out. Would that be fine with you?

PERMISSION LEVEL CHANGE Go to My T-Mobile and log in to your account. Click your name at the top right > Profile. Click Line Settings . Select the line of service you want to edit. Click Permissions . Select the level of permissions to PAH /Full Click Save .

We would love to help you get the details of your bill, however due to your account login set as Standard User, option to view it or manage any account changes will not be available unless the Primary Account Holder (PAH Line) set your login as Full Access to get this done.

For first time setup You may do this via www.T-Mobile.com. Login using your registeres T-Mobile ID and password. Once you login it will ask you to verify SSN and account PIN, once verified, on the notification bell that you need to tap will prompt you to set the Pah permission.

Another way is to call in Customer Care at 611 or 1800-937-8997 to get this set up

I assure you, once line permission were all set, we will be able to help you for your@Future request via Messaging and this will also allow you to manage/ view your account@via T-Mobile App or My T-Mobile.

PERMISSION LEVEL

Permission Level Change I would love to help you get the details of your bill, however due to your account login set as Standard User, option to view it or manage any account changes will not be available unless the Primary Account Holder (PAH Line) set your login as Full Access to get this done.

Go to My T-Mobile and log in to your account. Click your name at the top right > Profile. Click Line Settings . Select the line of service you want to edit. Click Permissions . Select the level of permissions to PAH /Full Click Save

First Time Setup You may do this via www.T-Mobile.com. Login using your registeres T-Mobile ID and password. Once you login it will ask you to verify SSN and account PIN, once verified, on the notification bell that you need to tap will prompt you to set the PAH permission.

Another way is to call in Customer Care at 611 or 1800-937-8997 to get this set up. Once line permission were all set, we will be able to help you for your Future request via Messaging and this will also allow you to manage/ view your account@via T-Mobile App or My T-Mobile.

Scam ID and Scam Block 662# to turn on the scam block 664# to turn on scam id. (scam id first to make sure that the scam block would take it's full effect.)

Scam shield -Scam ID and Scam Block (Scam Block must be enabled to function) -Caller ID Name (Requires a Caller ID soc or customer can enable it on the app) -Verified Business Calls (Android only, must be enabled to function) ** -Scam Reporting -Allow list (never blocked) **

Scam Shield Premium -Premium users get access to all free Scam Shield services plus more -Manage your blocked numbers** -Send call types to voicemail** -Perform reverse number lookup** -Get voicemails texted to you*

C2 Document: https://c2.t-mobile.com/plans-features/postpaid-features/t-mobile-scam-shield-premium

Requirements to unlock a device Requirements to unlock the Device

Indeed, Whitney. We able to confirm it here on your account that the devices shows already paid off. However, we have requirements need to be met in order to request for the network unlock.

Account must be in good standing without overdue balance Device must be fully paid off Device must have atleast 40 days network usage Yes, you meet already the 2 requirements, we apologize if we need to settle your balance owe on your T-Mobile account before proceeding to unlock the phone.

C2 Document: https://c2.t-mobile.com/devices/mdu-postpaid-eligibility

Billing Breakdown BILLING Spiels:

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 of you bill and see what's going on. This might take a little while but I am hoping you would 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?

BILLING BREAKDOWN SAMPLE: I appreciate you for giving enough time, @@@! I have verified all the charges in your account and was able to see here that the amount that is billed to you for this month for $$$$. Here is your current bill breakdown:

Line: Equipment: Total plan charge/s: $$$$

Line: Equipment: Amount: $$$$ Total equipment charge/s: $$$$

One Time charge: Late fee for invoice due on Date 00/2023. Amount: Total one time charge/s: $$$$

Would you mind telling me which of these charges are you not aware of?

Sample Probing Question ( Make sure nagVISUAL AUDIT na Kayo) Sample Probing Question ( Make sure nagVISUAL AUDIT na Kayo)

SDL PROBING QUESTIONS

How many signal bars do you have on the phone?

No services for talk, text and data?

May I ask for your full address when this issue started to happen?

Is this happening everywhere or just home address?

Have you restarted your phone already?

Any error message?

Any app download recently before it run slow? ( Mobile data related issue)

Happening to all websites or just specific website? ( Mobile data related issue)

Have you clear cache the app? messaging app? (Apps or Messaging issue)

Have you turned On/OFF wifi and Airplane mode from your phone?

11.How about your internet are you experiencing slow connection too? (Mobile hotspot)

Are you on WIFI now?

Have you free ups spaces by deleting old messages or uninstall unused downloaded app? (slow data or messaging issue)

Have you tried removing -reinserting your simcard?

Have you tried manually connecting to other available roaming network on the area?

Any Software update have we competed before this issue started to happen? Credit Negotiation Spiel ( To offer)

International blocking para di na sila makatawag sa international

nagpapanggap si customer na di siya nag call I fully believe when you say that you did not make the call, however, on our end the only way for us to verify the usage on the account is based on the account itself. Our system, which tracks the usage on your account is very accurate and is being calibrated by Federal Communications Commission (FCC).

Prepaid Care team Prepaid CARE Team : 1-877-778-2106 Activation : 1-877-778-2107 FCC

Refund request for Refill cards I would love to help you work on that but you will be needing to reach our Refill Center at 1-877-720-5195 from 4 a.m. - 11 p.m. PT (Sun-Sat) to complete this request and this will be subject for approval still.

Prepaid Self Help PIN Update

Bill history I sense the urgency of getting your bill history and believe me, I would love to provide you with it. As much as I wanted to, only post paid or regular accounts currently offers a bill history and detailed usage. You can also check and have an option to print your credit/card statements as a proof of the transaction of your payment. If have an online account for your bank then you may do a screenshot and you can always use that as a proof. We appreciate your feedback about this and will make sure to use it in mproving our services online. Please know that there is always the option to convert your plan to postpaid so that moving forward you will get a billing history.

PREPAID CDR PREPAID CDR Based on the Monthly 4G terms and conditions and kit packaging indicates T-Mobile does not provide a monthly bill or activity record on any prepaid accounts. This includes incoming and outgoing calls, incoming and outgoing text, and data usage. This includes all usage on prepay accounts.

Messaging Transcript Request Log in to My T-Mobile with the mobile number that started the conversation. Navigate to the Contact Us page. Click Message Us. Click the + sign on the bottom left of the Messaging window. Click Print.

EIP Payment EIP PAYMENT When you make an early equipment installment plan (EIP) payment, the credit instantly posts on the account. A charge of the same amount would appear on the next bill to offset this credit. Your bill had the $ EIP charge as a proof the EIP payment. This was supposed to be waived by the credit posted on the account when you made the EIP payment on .However, there was only a $ payment made towards the bill due on . In this case, the $ EIP credit covered the remaining balance to make the account current instead of being carried over to your latest bill.

DIGITS DIGITS Set up Get a T-Mobile ID to make managing DIGITS easier. Enable Multiple Device Services in My T-Mobile or the T-Mobile app. Add yourself as a user through the MyDIGITS portal.

Download and install the T-Mobile DIGITS app & web client or visit web DIGITS.T-Mobile.com on the web. Devices with the built-in DIGITS experience: Enable DIGITS in the T-Mobile app or on My T-Mobile before using the How Tos to log in. Press the Digital Crown on your watch to see your apps. Tap the Settings icon . Tap General. Tap About then scroll down. The SIM card number appears in the ICCID field. Press and hold the side button until you see the Power Off slider. Drag the Power Off slider. After your watch turns off, press and hold the side button again until you see the Apple logo.

3RD PARTY PURCHASE Enable Carrier Billing on Android Set up a Google Wallet account. This is required first. Open the Google Play Store app. Select an app or digital content item. Tap the price, then review and Accept permissions to continue. Next to the price, tap the Down arrow. Tap Payment methods. Tap Use T-Mobile US Billing. Review and Save your account information

iPhone Go to Settings > [your name] > iTunes & App Store. Tap your Apple ID, then tap View Apple ID. You might be asked to authenticate your Apple ID. Tap Payment Information. Under the list of payment options, select Mobile Phone. If the phone you're using is the one connected to the carrier plan that you want to bill to, select "Use This Mobile Number.? Then tap next. If you don't see "Use This Mobile Number" or you want to use a different number, tap "Use a Different Mobile Number," then continue with the steps in the next section. Apple will use the mobile number of the iPhone you're on to check with your carrier and confirm that you can be signed up for mobile phone billing. You might see a screen that says ?Verifying? while this happens.

temp check, empathy and acknowledgements 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?

Empathy and acknowledgements:

In fact the pleasure is all mine, at T-Mobile we are always taught to never shy away from going the extra mile for precious customers like you. We would definitely do this for you ten out of ten times.

In fact the pleasure is all mine, at T-Mobile we are always taught to never shy away from going the extra mile for precious customers rather family members like you. We would definitely do this for you ten out of ten times.

Yaaay! is that a 100% yes? I hope you'll remember T-Mobile the way I have handled your concern today,. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! ❤️

Shortcode I can see here that the short code receiving settings is off on the line 8902 that's why you are unable to receive certain texts with codes

But no need to worry now that you got me, your personal expert ☺️ Let me help resolve this today by turning this on.

and done!

It's all good now and takes effect immediately. All you need to do is to restart your device :)

Although at times, the system takes 2-4 hours to refresh this on your end

No worries though since I can 101% guarantee it's all good now :)

Recap with self service:

Just a quick recap, we have -- and thank you once again for allowing me to help you.

CHECKING EIP I really appreciate your eagerness on tracking your device installments.

As per checking here, the device on this line --- still have - months to pay for a total amount of $- .

You can also follow these steps on how to pay your device installments online for free:

Open the app. If you don't have it, download it now.

Tap BILL.

Scroll to and tap the line with the EIP.

Scroll to "Equipment" and tap Make a payment.

I hope I was able to help you and assist you with your device installments. May I know if you have any questions? MODERNIZATION

I have already checked the area here and upon checking, there's still an ongoing Modernization in Progress in your area - our Engineers are upgrading the cell towers in your area to make them perform better than what they were previously which is awesome!

However, during the maintenance you would be experiencing issues like this where signal may not be able to penetrate certain buildings or slower speeds. For now there are no estimated date of it being done. It will not affect all day, I believe it is a rotational distribution of service and signal. We are hoping for your understanding on this matter.

DOWN PAYMENT he flagship handsets from our top manufacturers have become feature-rich, with hardware and software that was just recently only available on computers and laptops. With the increase in performance comes an increase in price. The down payment requirement allows you to benefits from these devices while still keeping your monthly payment manageable.

Several factors were consider aside from the phone Full cost price and we require a down payment for pretty much all customers regardless of credit although how much varies.

The other is they look at factors such as credit, account history, account tenure, payment history when coming up with how much down would be required for a phone.

I can tell you there are some ways to qualify in the future for zero down or very little and that would be having 12 months of consecutive on time payments. With that means is you can't be late by even a day on your payments and after a year you would qualify for that.

The other is if you have 3 years of account tenure with us would qualify. If you want to go after the 12 months, I'd recommend setting up autopay. Not only will it give you a $5 discount per month on your service now, but it will help ensure you never accidentally forget to pay the bill on time.

DOWN PAYMENT

Upon complete review of your account, I can see here that you indeed were able to get your previous phone before without down payment. This is due to your available equipment credit being sufficient to the price of your previous phone. However, the system recommends a down payment this time because you still have existing EIPs aside from this. No worries! Down payments are actually deducted to your monthly installments and it will definitely make your monthly installments lower! Was I able to clear things up for you?

I'm excited for you as well to get the phone with $0 down payment. However, down payments vary depending on several factors like account tenure, payment standing, equipment credit available on your account, as well as the full price of the device you'd like to get. Based on the cost of the device some down payments are higher, making your monthly cost more affordable.

Card information and service activation Don't worry about the card information right now, when it comes time for the payment I have a secure form I can send you for that =)

All updated now, Please restart your device to activate the service and this may take up to max 2 hours. Once phone turns on please do test your service by calling out. I will appreciate it.

Voicemail PIN Voicemail PIN will set to default using the last 4 digits of your new number to setup password and greetings again. Call records for the old phone number will no longer be available on My T-Mobile.

RETRIEVING DELETED SMS I understand the importance of keeping your messages, however once it was sent from the network, we do not keep a copy of it to respect our Customer's Privacy for their personal message, what we have available from the website is just the details of the messages but not the full content.

ADDING AUTHORIZE USER Once an Authorized User is verified, they have full access to the account and the ability to make changes such as activating additional lines, adding or removing features, changing rate plans, upgrading handsets with or without an Equipment Installment Plan, and suspending lines of service or accounts. These changes may create additional monthly reoccurring charges and one-time fees. As the Billing Responsible Party, you will be held responsible for changes made by your Authorized Users and any related charges or fees.

Payment request, waiving, restore fees PAYMENT REQUEST We already sent your bank the payment authorization to deduct the amount through your card and just waiting for the approval, that makes it on processing status. You will receive a confirmation via text once payment was successful or You may check your updated balance by dialing 225# or thru your T-Mobile app.

WAIVING FEES Credits and adjustment are only provided if we determine we charge you in error. We are already offering half of it but we can only do so much. Nonetheless, we are unable to process further adjustments.

Restore fees: a. I definitely understand your concern and would like to explain the differences. The re-connection fee is charged any time service is interrupted due to non-pay. The reason there's still charges for service is because there's still access to the incoming services on your account.

b. I totally understand the surprise by this fee and I?d be happy to explain. The reconnection fee is disclosed in our messaging to you prior to suspension and is applied any time there's interruption of service due to a past due balance on the account.

c. I absolutely understand your concern and I?d be happy to explain this. Anytime the account is past due, you may get collection treatment, including interruption of service and associated fees. Prior to service interruption you receive multiple communications from us that the account is past due and there'll be a suspension with reconnection fee if payment is not received. Avoid collection treatment in the future by ensuring payment is received by the due date. Credit Requests for Valid Charges: Credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Having looked over the information regarding this issue, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit for this charge.

I?m so sorry, credits and adjustments are provided when it is determined that your account was charged in error. Having looked over the information regarding this matter, it has been determined that your account was not charged for something; therefore, we respectfully decline to issue a credit for your account.

Travelling Please go to these link http://www.t-mobile.com/optional-services/roaming.html before you travel to view rates and coverage.

You can reach T-Mobile Customer Care by dialing the plus sign followed by 15059983793 from your mobile phone its a free call.

From a landline, dial the International Direct Dialing prefix for the country you are in,followed by 15059983793. T-Mobile will not charge you for this call, but long distance fees may apply if you call from a landline phone.

You will be traveling to a country that is NOT coverage by Simple Global. Please visit https://www.t-mobile.com/coverage/roaming before you travel to view rates and coverage for the country or countries you will visit. CHANGE OF RESPONSIBILITY The main owner of the account must reach us here to give Release Authorization of your number along with phone plan under Financing only, Leasing cannot be transferred over to the new account. Once done, you may complete it via Store, or Call in 611. Be advise that Credit run will be conducted by Activation team to complete it.

IMESSAGE If iMessage is switched on and there is no message about activation, check that your phone is set up correctly to receive iMessages: Go to Settings > Messages and check the addresses and mobile number you have listed in Send & Receive.*** Find and open Galaxy Apps in the app tray. Tap the (3-lines) menu button near the top right of the screen. Select Settings from the pop-up menu. Click the first option labeled Auto-update apps. Now select Turn Off or choose from the options.

Smart Watch Pairing Connect to Samsung Phone On your phone open the Galaxy Wearable app. Touch More Options and then touch Connect new device. Next, select your watch from the list. Follow on-screen prompts to connect your watch and phone.

UPDATING IMEI ONLINE For cases like this, you can modify the make and model of your phone by going to My T-mobile.com > Click the Phone Tab > Not your device? > Then choose the APL IPHONE 8 PLUS 64G GLD.

OTHER PA Spiel. I can understand needing the additional time to pay. These are tough times and keeping you connected is our top priority. I'm happy to discuss what options are available to find what works for you.

Sounds like a payment arrangement is the right option for you. I recommend making payment for half of the balance on XX date and the remainder of the balance on XX date. This will secure your services with absolutely no worries of suspension and give you the time you need to pay. How does that sound?

I just want to make sure nothing much will pile up, may I know if you can settle any amount today?

There is a $10 support fee if the arrangement is set with us, but we can save this in your pocket when you set it on your end. Is your app ready?

We have some flexible arrangement options that I am certain will help you.

You can set up Payment Arrangement using your App then go to BILL > (Make a payment) > Payment Arrangement.

You can also set up using the website at myT-Mobile.com then go to BILL > Under "Payment Settings" click Make a payment arrangement.

I understand you need more time and I'm here to check options for you. I see you need to settle a minimum of $000, which is the past due balance more than 30 days, to set up a Payment Arrangement. Then your services will be restored right away!

AAL PITCH SAMPLE SPIEL: Alright! Since we got everything covered today, upon checking here that we have an ongoing promotion which is the (NAME OF THE PROMOTION) and you are qualified for that promotion.

What we can do is we can add a new line with (PHONE, WATCH OR TABLET) you can pick for the (ELIGIBLE PLANS) , you don't need to pay for the devices since its free (IF ITS FREE) you only need to pay for the tax and for the DCC. (ADD ADDITIONAL INFORMATION OF OUR PROMOTIONS) Would you like to take advantage with our promotion?

How to change McAfee Email Go to myaccount.mcafee.com. Select Login at the top right. Type your registered email address and password, and then click Log In. Select Account at the top right, then choose My Profile. To update your email address, or password click Update in the Account Information field. Type your new email address or password.

DCC Spiel Why are you charging this? I’m glad you asked. The charge is a one-time charge for connecting a new device to the network when activating or upgrading. With your activation/upgrade today, you’ll also receive free 2-day shipping, personalized recommendations and care from your Team of Experts, and a physical SIM card, if required, all at no extra cost. I’ll also make sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in. Are you comfortable proceeding? ** ERR Notification We appreciate you were into details here. We understand you need to use your service while on roaming. Seeing your account here we have sent you multiple Roaming notification from us that you have already used your data allotment (Roaming data coverage)more than expected which is already a violation of our Open Internet Policy (https://www.t-mobile.com/responsibility/consumer-info/policies/internet-service )based on data roaming agreement we have from our International roaming provider.

You may still use call and text while travelling to Mexico and may connect to any WIFI available if you need data service.

T-Mobile App /My T-Mobile downtime We extremely understand the need to utilize your T-Mobile App or web access to make account changes. We want to make this happen and resolve today, however, due to our schedule tools update, currently option to make account changes are temporarily unavailable at the moment, but will definitely be restored once fully completed. I can work on reaching back to you within the next 24 hours time or as soon as our tools are up and running to sort this out. would you like me to call you back?

Network related Outage/ Enhancement Spiel We extremely understand that you need to keep your service connection, seeing here you have active account, no service blocking, signal is set here. Seeing your provided address we do have an ongoing site enhancement on your area that temporarily impact the service.

We do apologize that this happened temporarily, we only look forward to providing a more stable and reliable network for our service user. Rest assure that our team is working to restore the service back to normal in soonest possible time. We apprecaite your understanding here. Downtime Spiel

We would love to resolve your concern today, however, we have an ongoing tools maintenance at this time from which we are asking your understanding if you could give us additional 24 hours to work on this for you once our tools are up and running. I can set up a follow up call back with you tomorrow to work with you for a resolution will it be okay?

SIGNATURE REQUIRED AT DELIVERY (LT only) “Thanks for confirming your shipping address! 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 in email or SMS if your order requires a signature at delivery. You can learn more or make delivery option changes with UPS directly by clicking on the UPS My Choice link.”

Order Status tracking via the T-Mobile App or my.t-mobile.com or with Sprint Order Support

Shipping & Credit Card charge and billing expectations

Recap MRC changes & capture e-Signature .

First Bill First bill is not a charges of actual usages, it is an advance charge equal to your regular monthly service charge, this forwards your payment one month in advance preventing bad debts in the future. If you can check the bill covering period (Dates) to indicate or show you are being billed in advance.

You can relate it to a hotel stay: First you pay the standard charges before you are granted access (Monthly Recurring Charge or MRC), and then upon checkout, you pay for any extra charges that you incurred during your stay (overages, premium services, etc.)

Device Order Guide Reminders: 🗒️ TRADE-INS Does it meet qualifications? Good working order without physical or liquid damage . Fully owned & paid off . Find my iPhone turned off .

ASK YOUR CUSTOMER: (LifeStyle)

“What accessories are you currently using?” “Would you like to be able to fast-charge your phone right out of the box by adding a power adaptor for $19.99 to your order?” “Would you like to make sure your device is covered in the event of accidental/physical damage or loss?” “Would you like the full Apple experience with the latest Apple Watch?”

Setting your Customer up for success? ESIM EXPECTATIONS

“This is the very first eSIM only device, which means you’ll no longer have to find a paperclip to move your physical SIM card to set up your new device! You can easily & quickly set up your eSIM using the Quick Start menu and I can send you a link that willl walk you step-by-step through that eSIM activation process!”

Bill inquiry We would love to help you here, we were able to review your account, currently the promotional rebate offer already ended but we do not want to end this conversation without working on things we can consider to help you out. As valued customer this is what we can offer.

I can work on providing you certain amount of adjustment of $ xxx.xx which is a win-win situation for both of us. This is way even better at all. Are you good with this offer as this is only good on this conversation? Explaining bill current.

Thank you for inquiring about your bill, let me explain what happened. Let me first explain how you are billed. You are billed current which means we bill you for the current bill cycle you are in. When you received your bill, it's already calculated for that current bill cycle. When you make a change to your rate plan and features in that same billing cycle, any charges that occurred won’t reflect until the next bill. Right now, you are seeing charges for this bill from changes you made last month that we could not bill you for. Moving forward, if you don’t make any changes this month, your bill reflects XYZ. Hope this makes sense. Explaining bill current.

"Thank you for inquiring about your bill, let me explain what happened. Let me first explain how you are billed. You are billed current which means we bill you for the current bill cycle you are in. When you received your bill, it's already calculated for that current bill cycle. When you make a change to your rate plan and features in that same billing cycle, any charges that occurred won’t reflect until the next bill. Right now, you are seeing charges for this bill from changes you made last month that we could not bill you for. Moving forward, if you don’t make any changes this month, your bill reflects XYZ. Hope this makes sense."

Payment Arrangement Handling- STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help 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 down the bill?

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing payment arrangement. it does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you.

STEP 3: EDUCATE / HELP THE CX on the bill - Own the No Example 1 Absolutely got you there, CX. I recommend keeping it in place to avoid service interruption and getting 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. How about we check for some options in lowering the bill? 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

STEP 4: MOVE the call forward SET EXPECTATIONS Customer, I am happy to note your account of our discussion today and your commitment to pay on To recap, we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in days. Don’t forget that you can always review your payment arrangement details online on the T-Mobile web or app at your convenience FOR PAST DUE FOR MORE THAN 31 DAYS 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? ___

*LAST RESORT 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 or use Wi-Fi calling option on your phone if possible. You can also use messaging application like messenger, WhatsApp or Hangouts to send a message since those application can be use through Wi-Fi. Hope that information helps.

Collect: BIF

CX, I see that you have a balance of $$$$$$$. I’d recommend paying that full amount. It will help ensure that you won’t experience any interruptions in service or incur any additional fees. Would you like for me to process that for you or provide a link where you can pay without any support fees.

Can't pay BIF or Total Past Due. Collect 31+ Past due

I understand, that is a large bill to pay all at once. What we can do is take a payment for $$$$ and set up an arrangement for the remaining past due balance to get your account secured. Will that work for you?

Can't pay 31+ Past due

I understand not being able to pay the ($31+ Past due). Let’s work towards reducing the balance a bit. That way you will have less of that past due balance to worry about later. Can you pay any amount today?

If the customer says that they can pay a lesser amount help them with the steps to make that payment.

That’s great! Let me provide you the steps to get that squared away. Once you have the remaining portion of the $$$$ you can set up an arrangement, but I don’t ever want you to worry about a service interruption or additional fees. I recommend taking care of the remaining past due. At the very least it will save you money each month by not incurring any late fees. That’s a potential savings of 120.00 a year. I can send you additional information about autopay discount savings as well.

If the customer cannot pay any amount. Advise of next steps.

When will you be able to pay the past due balance?

Once you have gained the commitment

Great! I will make a note on your account of your intentions to pay that balance. As for next steps, a payment is required to secure your service. That payment will include a $20.00 restore fee per line. Once that’s paid, you can set up your own arrangement once you have the past due balance paid. You can do that here

For ETA response We are communicating this from our team from time to time for the ETA so we can finish it in the most soonest possible time. Rest assure we are on top of this.

Connect: I definitely understand the need for some additional time to pay and I am happy to discuss options with you. Please allow me a moment to pull up your account.

For Outage/Network Issue Thank you for reaching us about this., We do apologize for the temporary service interruption you were experiencing. Currently, we do have ongoing site enhancement on your area that is ongoing which is why service are impacted on most users. No worries, this was already being handled by our Engineering Team so we can fully restore your service as soon as possible. While working on this from our end, we highly suggest to temporarily connect to any WIFI available so you can use WIFI Calling or WIFI Texting service on your phone if you need to place a call or send text. We thank you for your understanding here.

Autopay Other suggested spiels for Autopay:

Scenario: T-Mobile breaking the contract | Part of the original Plan

We hear you on this part customer. I may not have the power to do the changes on my end regarding this policy, but our options are way much better. How about we discuss the options available to get the discount, shall we?

Why make it complicated to get the discount?

I get how you are feeling right now, Cx. This change happened to give a better experience for our customer such as further securing your financial information, have a smooth transaction when it comes to the payment and avoid any penalty in case that we may have some overdraft.

We wanted to put you at ease on those scenarios and have some saving as well, that is why T-Mobile offer our customers T-Mobile money as it gives you a protection up to $250,000. Plus, it is also protected by bank-grade level security, which, among other security measures, includes two factor authentication with biometric controls and one-time password authentication when accessing on an unrecognized device. Fraud detection is strictly enforced using standard banking protocol.

And imagine if you use T-Mobile money, your account has no monthly fees, no minimum balance fees, no overdraft fees, no transfer fees, no late payment fees. Plus “Got-Your-Back” overdraft protection covering up to $50 in overdrafts and a 30-day no-fee repayment grace period. And through AllPoint, there are 55,000 no-fee ATMs that you can use. Sound good right?

I want to use my credit card to pay and get a discount!

Absolutely customer! How about this? Enroll your T-Mobile account to any available options in getting the discount such as the T-Mobile money, debit or bank account. Then 2-3 days before your due date, place some balance on the payment method you've enrolled so the system will automatically get the payment on those, and you get a discount still. It's a win-win situation, right? I highly recommend you use T-Mobile money, customer because you don't need to worry about monthly fees, no minimum balance fees, no overdraft fees, no transfer fees, no late payment fees. Plus “Got-Your-Back” overdraft protection covering up to $50 in overdrafts. Isn't that great? Customer highly escalated | NO to all options | I want my autopay discount! > First check if the customer has been given a one-time credit already for autopay discount. > If none, you can provide a $5 discount per line up to $40 max. I got you there! Let us do this, customer. I will go ahead and apply a one-time courtesy credit for autopay discount on this current bill. That would be a total of ($40). Just please note that this is just a one-time thing. I still highly recommend that we the take the options available so we can still enjoy getting the autopay discount. Are we good on this one?

Rate plan migration spiel - educ w/ assurance The Rate Plan Migration is so that you can take advantage of the newer plans. We have additional features which are not available on our older plans and are moving you to the newer ones to give you access to those additional features.

Nothing to worry about, this is only optional. We can definitely opt you out of the Rate Plan Migration and you can keep your current plan. We can also discuss the new plan options that you might be interested in.

Would you like to know about the newer plans, or would you prefer staying with your current one?

self-service assurance

Rest assured that you are opted out of the migration, and to further ease your worries, you can also check it using these steps:

Open the app and tap Account. Tap the picture of the phone. Tap Plan details tab at the top. Tap Manage data & Add-ons at the bottom. You can find the code GRNOPTOUT and this means that you are opted out of the migration

RATE PLAN MIGRATION, "Why are you doing this?" Modify this in your own style.

Here at T-Mobile, we periodically review our plans and services in an effort to provide our customers with our latest benefits and features. To do this, we are moving customers from older rate plans to our newer rate plan lineup as we’re always looking for ways to give our customers more. Some of our customers on legacy rate plans are missing out on enhanced features that are now available with our newer plans. We’re bringing these customers to updated plans that allow them to get the most from our services.

MIGRATION WORKFLOW: MODIFY IT IN YOUR OWN STYLE:

Thank you for bringing this to our attention, I'll be delighted to check this for you

Hope you don't mind me asking if you received a notification about this?

No worries! This is something that we can work on for you. By the way, as for the plan migration, Here at T-Mobile, we periodically review our plans and services in an effort to provide our customers with our latest benefits and features. To do this, we are moving customers from older rate plans to our newer rate plan lineup as we’re always looking for ways to give our customers more.

Some of our customers on legacy rate plans are missing out on enhanced features that are now available with our newer plans. We’re bringing these customers to updated plans that allow them to get the most from our services.

Nothing to worry on this is not a forced migration as you have an option to opt out on this and I can definitely help you on that. Allow me to work this for you now!

I appreciate your patience; I have successfully opted out your account for the migration. Kindly disregard the notification that you might receive in the future as I was able to work this for you today

Future Dated Cancellation (para avoid same day) We respect your decision to cancel this line, we tried working to complete this request however, our cancellation is system generated that can only set to be cancelled effective < Close date> to allow our customers to still use the remaining days of the service that was already charge on your current bill. Rest assure that the requested line will no longer reflect on your new bill cycle and charges

** It's sad that you have thoughts of removing one of your lines. I understand your concern and you can request for it to be removed from your account. If in case you know someone interested with 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

P360 P360 Spiel

"How would you like to protect your investment today? With Protection 360, you'll have the peace of mind that, if something happens to your device, you're covered. This feature covers accidental damage as well as lost/stolen with lower deductible for a maximum of 5 claims in a rolling 12 month period."

"Now that we have your accessories covered to protect your device, let's talk about how we protect your investment long term, what I recommend is adding Protection 360 which will cover your device from loss, theft and accidental damage and it only cost $--- per month, may I get that added today?"

Would you also consider adding Value to your phone by adding insurance coverage to your phone, if unexpectedly something happens on your device, we got you covered for a replacement phone, you will not have to consider purchasing a new one again.

This feature includes :

Basic Protection covers : Lost/stolen; Accidental damage & Device Malfunction. Paying lesser deductible amount. 3 Claim Limit per year. Multiple coverage bundle all in 1 ( Insurance + Jump+ Warranty+ iPhoneTrade up Program+ Apple Care Services for iPhone user) McAfee Security for T-Mobile App. You will have unlimited screen protector coverage as long as it was purchase and applied at our T-Mobile Store.

Amazing Deal for you to receive! Shall we add one now?

Filing Insurance Claim You can file a claim to get a replacement phone. all you need to do is to pay $xxx deductible amount within 30 days.

You may file your claim at www.mytmoclaim.com or dial 1866-866-6285 number

You will need the following on hand to file the claim: Mobile number. Device make/model and IMEI number (IMEIs can be provided for lost/stolen claims) Date of the incident and details of what happened. Payment for the deductible. Customer PIN/Passcode. Billing address (the claim can be shipped to an alternative address

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.

Remove insurance We can remove it for you. Just a heads up though, once we removed this, we can't add it back in your phone and you will be unable to Jump upgrade anymore. You will also lose the insurance as it is bundled with Jump and you won't be able to file a claim for replacement just in case the phone got lost/stolen or damaged. Do you agree and are we good to move forward? Future Dated Cancellation (para avoid same day)

We respect your decision to cancel this line, we tried working to complete this request however, our cancellation is system generated that can only set to be cancelled effective < Close date> to allow our customers to still use the remaining days of the service that was already charge on your current bill. Rest assure that the requested line will no longer reflect on your new bill cycle and charges

Spiels THANK YOU/ACKNOWLEDGEMENT SPIELS

I appreciate your patience! Thank you for patiently waiting. I appreciate your efforts with me. Thanks for your understanding and patience. Thank you so much! I appreciate that I appreciate your kindness Thanks for your support That's so kind of you! I thank you most warmly! I owe you one Thank you for your patience! It's very kind of you! This means a lot to me Thanks a ton! How can I ever possibly thank you! Grateful for your patience! Thanks a lot! Gotcha on that Thanks for letting me know Thank you for confirming that I understand, no worries That's perfect! Great!

Welcome SPIELS

You're very much welcome! All for you! Glad to help! The pleasure is all mine! Glad that I could be of assistance It's my duty! Anything for an amazing customer like you! Anything to make you happy! I'm happy to help such an amazing customer like you! No big deal! Sure thing! Don't mention it! It's my pleasure!

HOLD TIME / BUY TIME SPIELS

MOVE FORWARD SPIELS

Mayani, Louise Yesterday, 3:23 PM Path to Resolution Flow

Greeting ( Signature Response)

Customer just says hi, no issue stated. Hi , This is Charm from T-Mobile, how may I help you?

Customer with a Problem Hi , this is Charm from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

Customer with a basic Inquiry? Hi , this is Charm from T-Mobile, I’m happy to help take care of XXXX for you. (move forward statement)

Determining the Customer's Need (PROBING) Paraphrase/Active Listening Ask Discovery Question Ask Clarifying Closed Ended Question Ask Lifestyle Questions Visual Audit Check for understanding

Respond with courtesy Thank your customer Appreciate Use of Polite words Acknowledge customers effort/ sentiments/ empathize

FIXIT Resolve the first time Verbalize Steps/ Test resolution Balance CEO Use of Tools ( C2, Atlas, Samson etc

Deepen the relationship Provide Extra mile Provide recommendation/benefits Be conversational Friendly words and terms

Provide Self Help Applicable SSO related to resolution and provide it's benefits

Recap and Close Recap how did we resolve the issue Send Personal Guarantee Use powerful Closing Spiel Closing statement; - Awesome! So happy we were able to help. Have a great rest of your day

P360 Spiel

This feature includes :

Amazing Deal for you to receive! Shall we add one now?

Filing Insurance Claim You can file a claim to get a replacement phone. all you need to do is to pay $xxx deductible amount within 30 days.

You may file your claim at www.mytmoclaim.com or dial 1866-866-6285 number

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.

Future Dated Cancellation (para avoid same day)

** 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.

Rate plan migration spiel - educ w/ assurance

The Rate Plan Migration is so that you can take advantage of the newer plans. We have additional features which are not available on our older plans and are moving you to the newer ones to give you access to those additional features.

Would you like to know about the newer plans, or would you prefer staying with your current one?

self-service assurance

Rest assured that you are opted out of the migration, and to further ease your worries, you can also check it using these steps:

RATE PLAN MIGRATION, "Why are you doing this?" Modify this in your own style.

MIGRATION WORKFLOW: MODIFY IT IN YOUR OWN STYLE:

Thank you for bringing this to our attention, I'll be delighted to check this for you

Hope you don't mind me asking if you received a notification about this?

Nothing to worry on this is not a forced migration as you have an option to opt out on this and I can definitely help you on that. Allow me to work this for you now!

Other suggested spiels for Autopay:

Scenario: T-Mobile breaking the contract | Part of the original Plan

Why make it complicated to get the discount?

I want to use my credit card to pay and get a discount!

For Outage/Network Issue

Thank you for reaching us about this., We do apologize for the temporary service interruption you were experiencing. Currently, we do have ongoing site enhancement on your area that is ongoing which is why service are impacted on most users. No worries, this was already being handled by our Engineering Team so we can fully restore your service as soon as possible. While working on this from our end, we highly suggest to temporarily connect to any WIFI available so you can use WIFI Calling or WIFI Texting service on your phone if you need to place a call or send text. We thank you for your understanding here.

For ETA response

We are communicating this from our team from time to time for the ETA so we can finish it in the most soonest possible time. Rest assure we are on top of this.

Connect: I definitely understand the need for some additional time to pay and I am happy to discuss options with you. Please allow me a moment to pull up your account.

Collect:

BIF

Can't pay BIF or Total Past Due. Collect 31+ Past due

Can't pay 31+ Past due

If the customer says that they can pay a lesser amount help them with the steps to make that payment.

If the customer cannot pay any amount. Advise of next steps.

When will you be able to pay the past due balance?

Once you have gained the commitment

Payment Arrangement Handling-

STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help 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 down the bill?

Sample Probing Question ( Make sure nagVISUAL AUDIT na Kayo)

How many signal bars do you have on the phone?

No services for talk, text and data?

May I ask for your full address when this issue started to happen?

Is this happening everywhere or just home address?

Have you restarted your phone already?

Any error message?

Any app download recently before it run slow? ( Mobile data related issue)

Happening to all websites or just specific website? ( Mobile data related issue)

Have you clear cache the app? messaging app? (Apps or Messaging issue)

Have you turned On/OFF wifi and Airplane mode from your phone?

11.How about your internet are you experiencing slow connection too? (Mobile hotspot)

Are you on WIFI now? Have you free ups spaces by deleting old messages or uninstall unused downloaded app? (slow data or messaging issue) Have you tried removing -reinserting your simcard? Have you tried manually connecting to other available roaming network on the area? Any Software update have we competed before this issue started to happen? Credit Negotiation Spiel ( To offer) We would love to help you here, we were able to review your account, currently the promotional rebate offer already ended but we do not want to end this conversation without working on things we can consider to help you out. As valued customer this is what we can offer.

Device Order Guide

Reminders: 🗒️ TRADE-INS Does it meet qualifications? Good working order without physical or liquid damage . Fully owned & paid off . Find my iPhone turned off .

ASK YOUR CUSTOMER: (LifeStyle)

Setting your Customer up for success? ESIM EXPECTATIONS

Santia, Rovy 7:53 AM Explaining first bill:

First bill is not a charges of actual usages, it is an advance charge equal to your regular monthly service charge, this forwards your payment one month in advance preventing bad debts in the future. If you can check the bill covering period (Dates) to indicate or show you are being billed in advance.

Mayani, Louise 7:53 AM How can your customer receive the complete solution? SIGNATURE REQUIRED AT DELIVERY

(LT only) “Thanks for confirming your shipping address! 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 in email or SMS if your order requires a signature at delivery. You can learn more or make delivery option changes with UPS directly by clicking on the UPS My Choice link.”

SELF-HELP

Order Status tracking via the T-Mobile App or my.t-mobile.com or with Sprint Order Support

Shipping & Credit Card charge and billing expectations

Recap MRC changes & capture e-Signature .

Network related Outage/ Enhancement Spiel

We extremely understand that you need to keep your service connection, seeing here you have active account, no service blocking, signal is set here. Seeing your provided address we do have an ongoing site enhancement on your area that temporarily impact the service.

T-Mobile App /My T-Mobile downtime

We extremely understand the need to utilize your T-Mobile App or web access to make account changes. We want to make this happen and resolve today, however, due to our schedule tools update, currently option to make account changes are temporarily unavailable at the moment, but will definitely be restored once fully completed. I can work on reaching back to you within the next 24 hours time or as soon as our tools are up and running to sort this out. would you like me to call you back?

ERR Notification We appreciate you were into details here. We understand you need to use your service while on roaming. Seeing your account here we have sent you multiple Roaming notification from us that you have already used your data allotment (Roaming data coverage)more than expected which is already a violation of our Open Internet Policy (https://www.t-mobile.com/responsibility/consumer-info/policies/internet-service )based on data roaming agreement we have from our International roaming provider.

You may still use call and text while travelling to Mexico and may connect to any WIFI available if you need data service.

For DCC Spiel Why are you charging this?

I’m glad you asked. The charge is a one-time charge for connecting a new device to the network when activating or upgrading. With your activation/upgrade today, you’ll also receive free 2-day shipping, personalized recommendations and care from your Team of Experts, and a physical SIM card, if required, all at no extra cost. I’ll also make sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in. Are you comfortable proceeding?

How to change McAfee Email

Go to myaccount.mcafee.com. Select Login at the top right. Type your registered email address and password, and then click Log In. Select Account at the top right, then choose My Profile. To update your email address, or password click Update in the Account Information field. Type your new email address or password. AAL PITCH SAMPLE SPIEL:

Alright! Since we got everything covered today, upon checking here that we have an ongoing promotion which is the (NAME OF THE PROMOTION) and you are qualified for that promotion.

PA Fall off within 30 days

We appreciate you catching up with your bill and wanting to extend your payment further. The best recommendation we could make is to leave the arrangement as it is. Should you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.

Should the arrangement fall off and account gets suspended you can set up a new one which will restore the account. This may incur restore fee charges of $20.00/line up to max $60.00/account ( per instance regardless of how many lines) however, there are different ways that we can recommend to help you save these possible charges. Would you like us to discuss this options?

As part of your resolution, we can assure you that once your arrangement falls off , you will be able to create a new arrangement. If ever your services do get suspended, the new arrangement will allow you to restore it automatically. Afterwards, you just have to turn off your device for at least 15 seconds, and everything should be up and running once again.

The best recommendation we could make is to leave the arrangement as is. Should you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.

Should the arrangement fall off and account gets suspended you can set up a new one which will restore the account.

PAYMENT EXTENSION with 31 days

Absolutely, we can setup new extension for you as long as we can settle the minimum amount of $xxx.xx (over 31 days) today. Good thing paying the minimum amount today is that we can provide you a more flexible time to pay the rest of your bill or even split it into 2 payments. Shall we settle this minimum amount now?

If by chance payment was missed and service gets interrupted before your payment was made, you may temporarily connect to any WIFI available and use 3rd party application such as Viber, WhatsApp or Messenger to be able to place a call or send messages.

We highly recommend to consider Autopay enrollment instead to save you from paying any added late fees or restore fees and enjoy Autopay discount instead.

We can also take a look on possible rate plan change or review any add on features we may remove nor change from your account to lower down your bill as way to make your bill more manageable. Would you want us to check this one?

But I got it deleted before-

· It’s not that I’m not wanting to delete your payment arrangement, but you have an amount of (INSERT AMOUNT OVER 31 DAYS) that is preventing me from doing so.

· I understand that we have deleted your Payment Arrangement in the past but as of now the option to delete PA is no longer available. I wish there were more I could do, and I would hate to want to see your service get interrupted without making the minimum payment today.

· I do see that we have been deleting payment arrangements on your account however, it’s not that we don’t want to but the option to delete is no longer available.

PA requests 31 days overdue

· I’ll be happy to assist with extending your Payment Arrangement but before I do that, are you able to process a payment of (INSERT AMOUNT OVER DAYS) that is preventing me from doing so?

· I want to help you out as much as possible the minimum amount of (INSERT AMOUNT OVER DAYS) is required to bring your account eligible for a payment arrangement, would you like to take care of that today?

· I want to help you out as much as possible, the total amount past due is (INSERT TOTAL PAST DUE AMOUNT) The great news is that we are only requiring you to pay (INSERT AMOUNT 31 DAYS PAST DUE) to bring your account eligible for a payment arrangement, how would you like me to take care of that today?

OTHER PA Spiel.

I can understand needing the additional time to pay. These are tough times and keeping you connected is our top priority. I'm happy to discuss what options are available to find what works for you.

I just want to make sure nothing much will pile up, may I know if you can settle any amount today?

There is a $10 support fee if the arrangement is set with us, but we can save this in your pocket when you set it on your end. Is your app ready?

We have some flexible arrangement options that I am certain will help you.

You can set up Payment Arrangement using your App then go to BILL > (Make a payment) > Payment Arrangement.

You can also set up using the website at myT-Mobile.com then go to BILL > Under "Payment Settings" click Make a payment arrangement.

Smart Watch Pairing Connect to Samsung Phone On your phone, open the Galaxy Wearable app. Touch More Options and then touch Connect new device. Next, select your watch from the list. Follow on-screen prompts to connect your watch and phone.

Airpods Pairing Launch the Find My iPhone app. Sign in with your Apple ID and password. Tap your AirPods in the listing. Go to your iCloud and sign in with your Apple ID. Open Find iPhone. Click All Devices. Select your AirPods.

e would love to help you get the details of your bill, however due to your account login set as Standard User, option to view it or manage any account changes will not be available unless the Primary Account Holder (PAH Line) set your login as Full Access to get this done.

Another way is to call in Customer Care at 611 or 1800-937-8997 to get this set up

TEMPORARY ECA INCREASE Increasing your financing limit can only be done as one time courtesy only if we determine that there was a T-Mobile error. Paying a specific amount of down payment is a valid charge. Simple Global Good News! You have coverage in for Roaming Service and Calling will cost you $0.25 per minute for incoming and outgoing calls , Texting and Data for Free. Just dial #766# to Turn on your data roaming service apart from turning on your phones Data Roaming from Cellular/Mobile data settings. Your phone works on their network too!

Please go to these link http://www.t-mobile.com/optional-services/roaming.html before you travel to view rates and coverage.

You can reach T-Mobile Customer Care by dialing the plus sign followed by 15059983793 from your mobile phone its a free call.

PAYMENT REQUEST We already sent your bank the payment authorization to deduct the amount through your card and just waiting for the approval, that makes it on processing status. You will receive a confirmation via text once payment was successful or You may check your updated balance by dialing 225# or thru your T-Mobile app.

Voicemail PIN will set to default using the last 4 digits of your new number to setup password and greetings again. Call records for the old phone number will no longer be available on My T-Mobile.

Don't worry about the card information right now, when it comes time for the payment I have a secure form I can send you for that =)

All updated now, Please restart your device to activate the service and this may take up to max 2 hours. Once phone turns on please do test your service by calling out. I will appreciate it.

DOWN PAYMENT The flagship handsets from our top manufacturers have become feature-rich, with hardware and software that was just recently only available on computers and laptops. With the increase in performance comes an increase in price. The down payment requirement allows you to benefits from these devices while still keeping your monthly payment manageable.

Several factors were consider aside from the phone Full cost price and we require a down payment for pretty much all customers regardless of credit although how much varies.

The other is they look at factors such as credit, account history, account tenure, payment history when coming up with how much down would be required for a phone.

DOWN PAYMENT

CHECKING EIP

I really appreciate your eagerness on tracking your device installments.

As per checking here, the device on this line --- still have - months to pay for a total amount of $- .

You can also follow these steps on how to pay your device installments online for free:

Open the app. If you don't have it, download it now.

Tap BILL.

Scroll to and tap the line with the EIP.

Scroll to "Equipment" and tap Make a payment.

I hope I was able to help you and assist you with your device installments. May I know if you have any questions? MODERNIZATION

Short codes

I can see here that the short code receiving settings is off on the line 8902 that's why you are unable to receive certain texts with codes

But no need to worry now that you got me, your personal expert ☺️ Let me help resolve this today by turning this on.

and done!

It's all good now and takes effect immediately. All you need to do is to restart your device :)

Although at times, the system takes 2-4 hours to refresh this on your end

No worries though since I can 101% guarantee it's all good now :)

Recap with self service:

Just a quick recap, we have -- and thank you once again for allowing me to help you.

For future reference,

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?

Empathy and acknowledgements:

DIGITS Set up Get a T-Mobile ID to make managing DIGITS easier. Enable Multiple Device Services in My T-Mobile or the T-Mobile app. Add yourself as a user through the MyDIGITS portal.

EIP PAYMENT When you make an early equipment installment plan (EIP) payment, the credit instantly posts on the account. A charge of the same amount would appear on the next bill to offset this credit. Your bill had the $ EIP charge as a proof the EIP payment. This was supposed to be waived by the credit posted on the account when you made the EIP payment on .However, there was only a $ payment made towards the bill due on . In this case, the $ EIP credit covered the remaining balance to make the account current instead of being carried over to your latest bill.

PREPAID CDR Based on the Monthly 4G terms and conditions and kit packaging indicates T-Mobile does not provide a monthly bill or activity record on any prepaid accounts. This includes incoming and outgoing calls, incoming and outgoing text, and data usage. This includes all usage on prepay accounts.

I sense the urgency of getting your bill history and believe me, I would love to provide you with it. As much as I wanted to, only post paid or regular accounts currently offers a bill history and detailed usage. You can also check and have an option to print your credit/card statements as a proof of the transaction of your payment. If have an online account for your bank then you may do a screenshot and you can always use that as a proof. We appreciate your feedback about this and will make sure to use it in mproving our services online. Please know that there is always the option to convert your plan to postpaid so that moving forward you will get a billing history.

Prepaid Self Help PIN Update Call 611 from your phone. When prompted, say "Reset pin." Follow the automated system steps to reset your PIN.

If you don't have your phone, you can reset your PIN by visiting a local T-Mobile retail store. Make sure you bring your photo ID with you. To reset your PIN, your photo ID must match the account name.

Prepaid CARE Team : 1-877-778-2106 Activation : 1-877-778-2107 FCC

I fully believe when you say that you did not make the call, however, on our end the only way for us to verify the usage on the account is based on the account itself. Our system, which tracks the usage on your account is very accurate and is being calibrated by Federal Communications Commission (FCC).

T-LIFE-READY-GLOBAL CARE

GO DIGITAL: YES, MAYBE, INCOMPLETE, NO

The Digital Readiness indicator identifies the three elements required to access and set-up digital permissions. Within Atlas, the Go Digital drop-down provides a customer's MSISDN, T-Mobile ID registration status, their Digital role such as Primary Account Holder (PAH) or Authorized User (AU).

The Go Digital tool quickly shows your customer's Digital Readiness status with four options: YES, MAYBE, NO, or INCOMPLETE.

In order for a customer to be Digitally Ready, they need to complete the following steps:

*Install the T-Life app

*Set up their T-Mobile ID

*Set up their Digital Role as a PAH or AU in the T-Life app

The Go Digital indicator will help you understand what you need to do to get the customer Digital Ready.

YES::::: The customer’s line is a 'Yes' because it has a registered T-Mobile ID and the Digital role is a PAH or AU in T-Life. They're all set and ready to manage their account in T-Life!

What right sounds like: "Awesome! You're all set with your T-Mobile ID and ready to use the T-Life app!"

MAYBE::::The customer's line is a 'Maybe' because one of the criteria have not been met. To get your customer Digitally Ready, use the Go Digital tool to determine which step the customer needs to complete:

Ensure the customer has set up their T-Mobile ID. OR Verify the customer's role is a PAH or AU.

What right sounds like - T-Mobile ID isn't set up

“You’re almost there! Since you're already a Primary Account Holder (or Authorized User), now you just need to finish setting up your T-Mobile ID by signing into the T-Life app! Once you're set up in T-Life, you can enjoy all the benefits that the app has to offer such as managing your account, accessing benefits like T-Mobile Tuesdays, and upgrade as little as three minutes with our best offers and widest selection."

What right sounds like - Digital Role isn't PAH or AU

“You’re almost there! Your T-Mobile ID is registered, but you need to be a Primary Account Holder or Authorized User in the T-Life app. With your permission, I’ll send an text to the current Primary Account Holder with a link to update your role permissions through the app. Once you're set up in T-Life, you can enjoy all the benefits that the app has to offer such as managing your account, accessing benefits like T-Mobile Tuesdays, and upgrade as little as three minutes with our best offers and widest selection.”

NO::::::The customer is not yet eligible to transact digitally because two of the criteria have not been met. To get your customer Digitally Ready, complete these two steps:

Ensure the customer has set up their T-Mobile ID.

Verify the customer's role is a PAH or AU.

What right sounds like - No T-Mobile ID & Digital Role isn't PAH or AU

“It looks like we still need to get you set up in the T-Life app and get you listed as a Primary Account Holder or Authorized User! First, let's create your T-Mobile ID in the T-Life app. Then, with your permission, I’ll send an text to the current Primary Account Holder with a link to update your role permissions through the app. Once you're set up in T-Life, you can enjoy all the benefits that the app has to offer such as managing your account, accessing benefits like T-Mobile Tuesdays, and upgrade as little as three minutes with our best offers and widest selection."

Incomplete:::::::Customer is not yet eligible to transact digitally because all three criteria have not been met. To get your customer Digitally Ready, complete these three steps:

Ask the customer to download the T-Life app.

Ensure the customer has set up their T-Mobile ID.

Verify the customer's role is a PAH or AU.

What right sounds like - T-Life not downloaded, No T-Mobile ID & Digital Role isn't PAH or AU

“Let's get you started with the T-Life app. The T-Life app will allow you to quickly and easily manage your account and access benefits like T-Mobile Tuesdays. When you're ready, you can do things like upgrade your line in less than 3 minutes! First, download the T-Life app. Then, let's create your T-Mobile ID in the T-Life app. Then, with your permission, I’ll send an text to the current Primary Account Holder with a link to update your role permissions through the app. "

*We want as many Voice lines as possible to show a YES Go Digital Indicator—meaning their T-Mobile ID is registered and the Digital Role is set as PAH or AU.

Note: The customer must give permission for us to change their role but always teach them to self-serve first, easiest path for all!

Steps to update the PAH/AU in T-Life**

To view these steps in more detail, go to C2 > Accounts > Self-Service > Primary Account Holder & Authorized User setup > (Add an Authorized User - My T-Mobile,T-Life / T-Mobile Apps)

Digital Eligibility Indicator We are committed to simplifying our customers' digital world, and we're making T-Life the foundation for all T-Mobile products and services. This includes Account Management features and the ability to upgrade from T-Life.

Not every customer will be ready for a fully Digital Upgrade just yet. Understanding a customer's Digital Eligibility is key to ensuring they have the smoothest upgrade experience possible. Here's how to check if a Digital upgrade is right for them using the Device Dashboard's Upgrade & Trade-in box.

UPGRADE IN THE APP

If the customer is Digitally Eligible, you'll see Upgrade Digitally in Atlas. This means they can upgrade faster and easier with simplified promos, a clear purchase breakdown, and a more streamlined way to handle disclosures and signatures.

INITIATE UPGRADE (BUSINESS AS USUAL)

If the customer isn’t Digitally Eligible, you’ll see Initiate Upgrade to complete the process using your current system, just like you do today.

Send App Link The Send App Link has two main functions:

If the customer isn’t Digital Ready (Maybe or Incomplete) the link directs them to the Play Store/App Store to download T-Life app.

If the customer has the app and is registered (Yes), the link takes them straight to the T-Life homepage to start the upgrade process.

Bottom line: Experts offer to send the link in both scenarios to ensure a seamless customer experience and receive credit for Digital Upgrades.

Want to ensure a seamless upgrade experience? Experts can instantly empower customers by sending an SMS to download the T-Life app.

HEADS UP! Offer to send the T-Life app link whenever you assist with a Digital Upgrade.

This not only helps the customer adopt digital tools but ensures you receive credit for every completed Digital Upgrade!