GAiJDp85

11.- Introduction 
2
3Metro by T-Mobile charges fees for the following kinds of activities:
4
5•	Changing the phone numbers on an account = $15.00 + applicable taxes and fees
6
7•	Changing the names –Some stores, fees vary
8
9•	Making payments in stores or through the call center–fees vary (see slide 43)
10
11•	Resetting Anniversary Dates/Bill Cycles = $5.00 + prorated monthly charges and taxes
12
13•	Reactivating  used devices Accounts= $15.00 + taxes/fees + first month’s charges
14
15•	Upgrading Phones–all stores = $15.00 + taxes and applicable fees
16
17•	Device Change, in store and call center = $15.00 + taxes and applicable fees
18
19•	Warranty Exchanges –$30.00
20
21•	Transferring Contacts –Stores only, fees vary
22
23MetroPCS uses a single rate billing method, offering an unlimited call, text and data plan without a contract from $ 30 per month, as well as the $ 40, $ 50 and $ 60 plans respectively.
24
25Here is a detail of the plans and services:
26
27 $ 30 per month: calls, texts, unlimited data and 2 GB data with 4G LTE speed.
28
29 $ 40 per month: calls, texts, unlimited data and 10 GB data with 4G LTE speed.
30
31 $ 50 per month: calls, texts, unlimited data with 4G LTE speed, 5 GB of Hotspot (mobile WiFi) and membership for Google 1 with 100 GB of free storage (with the possibility of increasing to 200 GB for $ 1 / month and 2 TB for $ 8 / month).
32
33 $ 60 per month: calls, texts, unlimited data with 4G LTE speed, 15 GB of Hotspot (mobile WiFi), membership for Google 1 with 100 GB of storage at no additional cost (with the possibility of increasing to 200 GB for $ 1 / month and 2 TB for $ 8 / month) and membership for Amazon Prime at no additional cost.
34
35
36
373.- Covarage
38
39Metro by T-Mobile Coverage
40MyAccount
41MetroCare
42And MetroVOICE
43
44MyAccount Supports:
45
46Customer Payments 
47Saved Payment (Card) Management
48Plan and Feature Changes
49Profile Upgrades
50Billing and Service Usage History
51
52MetroCARE is our Call Center Knowledge Base and is accessed by our call centers.
53MetroCARE houses all call center processes and procedures.
54MetroCARE provides support for:
55All agents
56Training and Quality
57Call Center Management
58
59
60When the agent selects a device, MetroCare will display that phone’s individual page.
61
62For each phone, MetroCare Provides:
63Overview of the device
64Supported Plans and Services
65Network Specifications
66Software Versions
67FAQs
68Support Documentation.
69Links to important resources
70Comment section
71
72MetroVOICE
73
74Internal Social networking site
75The purpose of MetroVOICE is to:
76
77-Encourage social interation between Metro by Tmobile call center agents
78
79-Help agents share knowledge and information
80
81-Facilitate rapid communication between Metro by T-Mobile and the call center agent
824.- Plans and Services
83
84The following describes how we provide data services to our customers with Phones.
85
86Plans $30 and $40
87Customer is given an allotment of data that can be used at up to 4G and/or LTE data speeds.
88After using up their allotted data, customer has access to unlimited data at non-4G and non-LTE speeds.
89Plans $50 and $60
90Customer has access to unlimited data that can be used at up to 4G and/or LTE data speeds. 
91Full available speeds apply to all of Hotspot data per bill cycle.
92
93
94
95
96
976.- Billing
98
996.1 ************************* 
100CPNI, Logging In, and Activations
101
102Customer Proprietary Network Information, or CPNI
103Acceptable reasons for accessing and reviewing customer information:
104To help a customer after they verify that they are the account owner.
105To assist a government agency that requests information.
106To verify customer bills or confirm changes made in the billing system.
107BOTTOM LINE: There must be a specific business purpose for accessing the customer’s account.
108
109Activities that are prohibited without a valid business purpose:
110Accessing or changing records in the billing system.
111Reviewing call detail records or payment history.
112Accessing voice mailboxes.Discussing the contents of any account with others.
113Performing any activity that might violate the privacy of the person involved.
114Troubleshooting customer phones and service.
115Accessing your own account.
116
117CPNI, Customer Proprietary Network Information, is a database of customer information.Metro by T-Mobile uses this information: 
118To provide service to the customer
119To market related services to the customer
120To protect the customer, Metro by T-Mobile, and other carriers from fraud, abuse, or unlawful use of its service
121To comply with governmental laws, regulations, and orders (including subpoenas) and cooperate with governmental investigations. 
122
123Customers opt-out by:
124Visiting a Metro by T-Mobile Corporate Store
125Calling 1-888-8metro8
126Writing to Metro by T-Mobile, PO Box 601119, Dallas, TX 75360We will discuss how to Opt In/Out later in this module, in the section Update Privacy Preferences.
127
128EDGE --
129
130Edge Menu
131Port Status:
132
133
134Activate Accounts ----------
135
136Account Name
137Customer’s Actual Name or Business Name must be used on the Account-level.
138Vanity names are only allowed on the Subscriber Level.
139Inappropriate names are not allowed
140
141Address
142Customer address must reside within a Metro by T-Mobile Market.
143Do not enter P.O. Boxes. 
144
145Account Security
1468-Digit PIN and Security Question & Answer are required.
147
148Payments
149Customer must pay immediately.  
150If no payment is made, the account must be cancelled.
151
152Device Insurance
153Premium Handset Protection
154-can be added up to the 7thday after the device’s activation date.
155-only available for new devices.
156-coverage starts immediately.
157
158
159
160
161
162
163Datail of the Activation memo displays
164Example:
165
166Handset IMEI 352679072158731 associated with MDN 8173748247 and SIM 8901260473920589525F was activated on 03-02-2018 with $60 Unlimited w/Hotspot Promo. Features include Short code, alerts, Unilimited 4G LTE Data Speed, Text Messaging, Anytime Minutes, Enhanced Voice Mail, Visual Voice Mail, MetroWEB, Extended Home Roaming, Premium 411, Call Waiting, Caller ID, Three-Way Calling, Domestic Long Distance, MUSIC UNLIMITED, Pictures Messaging- Rich Communication Services. User has Denied MetroGuard insurance plan.
167
168IMEI: serial number
169MDN: Phone number
170SIM: Sim code
171
172Check Number Portability---
173(Port-in)
174When customer wants to port their number:
175- Confirm with the customer that the MDN is active with their carrier
176- Verify that the numbers can be ported to MetrobyTmobile
177-The customer must have their ACCOUNT NUMBER, and CURRENT PIN for the phone number they wish to port
178
179To verify whether the numer is Portable, click Port-in
180
181
182** TRANFER TO WMP (for other modiffications or cancel)
183
184
1856.40****************************
186MANAGE DEVICE INFORMATION
187
188
189Change Device
190When customers obtain new devices, agents can help them switch the phone on their account through the Change Device Activity.Cost to change the device: $0.When changing between different devices on the account, the customer will have to select a new price plan for that device.The table on the right shows the types of device changes that require the agent to select a new plan for the customer.
191
192Change SIM (same steps)
193
194
195
196
197
198
199Reset Voicemail Language Preference
200EDGE has the ability to manage the language Metro by T-Mobile uses in its text messages to the customer.
201At the subscriber level, there will be two language fields: Preferred language and Override Language.
202Preferred language displays the customer’s selected language.  
203This is the subscriber’s default language.  
204It can be changed by the customer by calling into the line’s voicemail.
205Override languageis the selection that agents use to set the language of text messages Metro by T-Mobile sends to the customer. 
206
207Troubleshooting Voicemail LanguageWhen troubleshooting the customer’s voicemail language, do the following:
208Call the customer’s voicemail and verify whether the language the customer is hearing matches the Voice Maillanguage showing in EDGE.
209When the customer’s voicemail doesnotmatch the language displaying in EDGE, submit a NetCare ticket.
210
211Reset Voicemail Password
212When the customer forgets  his or her voicemail password, they can call Metro by T-Mobile Customer Service and ask for the agent to reset the phone’s voicemail password.Resetting the voicemail password with change it to the system default, which is the last four digits of the customer’s phone number.The following slides provide instructions for resetting the customer’s voicemail password
213The customer can also request to reset the voicemail password by dialing #793# from the Metro by T-Mobile phone.
214
215Account Device History
216Account Device History displays the activation history of all phones that were ever activated on the customer’s account.  With Account Device History, EDGE displays historical data for the following activities:
217Activations
218CancellationsDevice Changes
219MDN Changes
220Move Subscriber
221The following slides demonstrates how to look up Account Device History.
222
223Refresh GSM Device
224Go to "Network Device Refresh"
22530min / take off the SIM
226
227
228
229
230
231
2326.22*************************************************
233MANAGE ACCOUNT INFO
234
235Move Suscriber
236Sometimes, subscribers want to combine, or separate their accounts.  Below are examples when customers want to do these activities:Combine AccountsMarriageConvenience (to receive the Family Plan discount)Separate AccountsTeenager leaves homeRoommates are splitting upThe following slides demonstrate the Move Subscriber activity
237
238Update Privacy Preference
239Update Privacy Preference allows customers to  request to stop receiving general marketing messages from MetroPCS.  When customers opt-out:
240Only agents at a MetroPCS corporate store or call centercan modify privacy preferences.
241Customers can only Opt-out out of general marketing communications from MetroPCS.
242Customers will still receive notifications from services the customer specifically enrolled in, as well as billing message notifications and other notifications as mandated by law or regulation.
243When customers complain about receiving messaging from specific services not related to MetroPCS, advise the customer to try the following:
244Reply to that message saying: “Stop”, or “Cancel”.
245Report that service to the FCC.
246
247Remember Document the Activity
248
249
250
251
252Turn off Billing System Notifications
253Turning off text message notifications from the billing system stops the billing system from sending text message notifications to the customer.  These messages are payment reminders, notifications of account level changes, and plan change notifications.When customers request to turn off billing text messages:
254Only agents at a MetroPCS corporate store or call centercan turn off billing text messages.
255Unless they’ve elected to opt out, customers will continue receiving general marketing messages from MetroPCS and notifications from services the customer specifically enrolled in, and other notifications as mandated by law or regulation.
256Note: This functionality exists at the phone number level. To turn off billing system notifications for all phone numbers on the account, this activity must be repeated for all phone numbers on the account.
257
258
259
260
261
262View Memo List
263The Memo List provide documented history of the interactions on the customer’s account  The Memo List captures activities such as:
264Agent InteractionsActivations
265Plan ChangesDevice Changes
266Credit/adjustment activities
267Account-level Information updates(Name/Address) 
268Subscriber-level changes
269Wireless Number Portability activities
270High Priority MemosWhen helping customers, agents should always review the memos on an account to understand the status of any prior activity onan account.  To view the account history, click View Memo List.
271
272Chance Status
273-Suspend
274Activity temporarily render the MDN inactive. While suspended, customers cannot do the following activities on their device:
275*Make or receive calls
276*Use data on the METROtmobile network
277If cutomer is suspended volunteer, no feed for active
278If system suspend the account, Cx need to pay 
279
280-Unsuspend
281
282-Cancel
283deactivates the MDN on the account
284
285TRANSFER CAT:
286++Account is 90 days or older
287++Customer wishes to cancel the entire multi-line account
288++Hasnt ported out, but wants to, and ask for their account number
289++Dealer ask for account information and Customer IS available
290
2916.21 ******************************
292MANAGE ACCOUNT INFORMATION
293
294Search For Account
295The Agent can search for accounts by the following methods:
296Mobile Phone Number
297Device Serial Number
298Account Number Always ask the customer for their Mobile Phone Number first and perform the search using it.  If the customer cannot provide it, try the other methods, in the order listed above.
299
300
301
302Send SMS
303If the customer cannot remember their PIN or Security Answer to their security Question, agents can send them this information in a text message.  Click Send SMS
304Send SMS functionality is also available for customers with suspended accounts.
305Note: Edge will only allow 4 attempts to secure the account.  If the customer can’t provide the correct zip code within those attempts, refer the customer to a store.
306
307Change Name
308EDGE support two levels of name changes: Account and Subscriber.  Customers may ask to change the name on the account for the following reasons.Account-Level:
309Minor spelling corrections
310Transfer Account ownership
311When Edge prompts  a name change Subscriber-Level:
312Caller ID: Customer wants to a personalized name to display when he or she calls people.
313Transfer handset ownership
314
315Change Address
316When the customer needs to update his or her address, EDGE supports updating the customer’s address.  The customer must provide an address that is inside the Metro by T-Mobile market where they will use their phone.When the customer indicates that they have moved, offer to update the address.To change the customer’s address, click Account Name.
317
318Add e911 Address
319The E911 Address is required for customers to be able to use WIFI Calling.
320When the customer calls 911, the E911 address wil be the 911 dispatch, allowing the dispatcher to quickly locate the customer.
321
322The customer can update their E911 address from the following channels: 
323- Smartphone: MyMetro
324- Personal Computer: MyAccount
325- Customer Service: EDGE
326
327
328
329Add New Line
330When adding new line:
331- Customer must pay inmmediately
332
333Change Number
334- Customer must pay a change fee ($12+tax)
335- The change fee is a due immediately. Offer to take the payment over the phone (inform the customer of the $3.00)
336-now
337
338
339
340Change Numer
341$19.01 or more = pay $3 fee
342$19 or less = no pay
343
344SERVICE (plans) vs FEACHURES
345services change charges if you change
346Feachures dont change charges or refunds if you change or remove
347
348
349
3506.32********************
351MANAGE BILLING INFO.
352
353AutoPay
354Customers can enroll in AutoPay to have their card automatically debited.  This section walks the agent through enrolling the customer into AutoPay through EDGE.When the customer has a debit amount in the Due Immediately field, AutoPay will charge the card in its nightly sweep.For example:
355
356Agent performs the MDN Change 
357Customer’s account is charged $12 
358In the nightly sweep, EDGE collects $12 from the customer’s credit card. Customers can cancel AutoPay at any time
359
360EDGE allows agents to enroll customers in AutoPay in two ways:
361From Customer 360 View
362MyAccount
363
364Enrolling in AutoPay through MyAccount in will be addressed in the next section.
365To Enroll the customer in AutoPay, click Add to AutoPay, on main summary page of the customers account.
366
367Agents can remove AutoPay from the customer’s account two ways:
368From Customer 360 View
369From MyAccount (must be registered)Cancelling AutoPay from MyAccount will be addressed in the next section.
370
371$3 fee for payments BUT Customer dont pay this $3 if they have AutoPay
372
373When making a payment through customer service, agents will take the customer’s payment using EDGE.
374When taking the customer’s payment, EDGE provides two methods of payment:
375Anonymous Payment
376Authenticated Payment 
377
378Anonymous Payment is used when the caller just wants to make a payment without securing the account, but still wants to pay the bill on the account.  With Anonymous payment, the agent will process the customer’s payment for the amount the customer tells the agent.
379Authenticated Payment is used when the caller secures the account.  With Authenticated payment, the agent will secure the account before taking the payment.
380
381+19.01 (+$3.00) **Convenience Fee
382-19.00 (+$0.00)
383
384When processing the customer’s payment as an Anonymous Payment, do the following:
3851.Tell the customer that there will be a $3.00 transaction fee. Note:this is only for payments larger than $19.00.
3862.Tell the customer about the ways they can make a payment with no fees.
3873.Ask the customer  how much they want to pay.
3884.Process the customer’s payment.
389
3905.If the customer says their account is suspended, tell them that their service will be restored immediately.
391
392As a reminder, only use Anonymous Payment when the customer only wants to make a payment, and does not want to access their account.
393
394MyAccount------------
395
396Through EDGE, agents can enroll the customer in MyAccount.  MyAccount is an account that Metro by T-Mobile provides to enable customers to manage their account services.
397
398From EDGE, agents can perform the following actions on behalf of the customer.
399Register for a MyAccount
400Make a Payment
401Manage the customer’s Saved Payment Method(s)
402Reset the MyAccount PasswordChange the Secret Q/A
403
404Once registered, EDGE allows the agent manage the customer’s Saved Payment Methods (stored Credit/Debit Cards). 
405From EDGE the agent can do the following activities:
406Add Saved Payment Methods (SPM)
407Change Default Payment Method
408Edit Saved Payment Methods (SPM)
409Remove Saved Payment Methods (SPM)
410Enroll AutoPayRemove AutoPay
411
412
413
414
415EDGE allows the agent to make the following changes to saved Payment Methods:
416- Expiration Date
417- Nickame
418- Set As Default Payment Method
419- Enroll For AutoPay
420only
421
422
423Create Adjustments ------------------------
424Occasionally, reasons to create adjustment:
425- To fix incorrect charges
426- Goodwill courtesy credits
427- As part of system processes
428
429
430**Manager Courtesy Credit 
431
432Who can use this credit:  Everyone; with permission from a Supervisor or Mentor, or at the direction of the Corporate Office. Amounts should be reasonable and directly help resolve the issue.
433
434
435**PHP/INS Feature Changes
436
437Used for supporting customers who are moving to/from the state of New York Mid-Cycle.
438
439About Insurance when customer chance his location to NY and chance the Insurence of Exmp: $6.00, Agent can avoid the new Insurance because Customer already pay for it.
440
441
442**RAD(BCR) Not Done 
443
444The customer paid late (after their Anniversary Date) and did not realize (or was not told) that their bill cycle would not automatically reset. 
445Note—
446
447if customer has not made a payment and wants to just change their bill cycle to the current day (today), agents will not need to credit, just do a Bill Cycle Reset and they will not have to pay for unused days.
448See the Call Assist BCR/Choose Your Bill Cycle for complete process details.
449**RMV Dup/Incorrect Phn-SOC Chrg 
450
451Line is removed on a suspended account after the Anniversary date. – Customer’s account has been suspended since the anniversary date and removing the line at this point in the month will not automatically remove the charges from the account.
452
453
454**RMV Dup/Incorrect Phn-SOC Chrg
455
456Line is removed on a suspended account after the Anniversary date. 
457– Customer’s account has been suspended since the anniversary date and removing the line at this point in the month will not automatically remove the charges from the account.
458
459Line or account disconnected in error Or SOC removed in error 
460–Phone is disconnected in error or a feature is removed in error, adding it back it will create an another charge. If the customer was already charged that month for the service and has paid, the agent must remove this additional charge.
461
462Feature is incompatible with the phone or invalid 
463– When a feature is added to the account that is incompatible with the device (so could never be used) or was not checked to ensure it would suit the customer (such as the agent who added did not check to see if a country is supported in the International Calling feature).
464
465Remember to always check compatibility and/or notes before applying the credit. It should be obvious that the service or phone could never be used.
466
467Feature or Phone is erroneously added
468– The feature is added to the wrong phone on a multi-line account and needs to be removed and added to the correct line, one charge will need to be adjusted. 
469
470Or a feature or phone is added by accident and removed in the same day.
471
472
473**Rmv Unauthorized 3rd Party Add
474
475Customer says that they were enrolled in a 3rd Party service without their permission.
476
477Currently the only services deemed as third party are: Napster and Lookout. The customer must state they never asked/wanted those service to use this credit (not that they are not working or just do not want them anymore).
478
479**Transfer Funds From Canc Acct
480Payment did not post to correct account and the agent can’t use the “Transfer Funds” function because the account where the funds are located is cancelled. If the accounts do not have the same name, a Case Management ticket must be created.
481
482If the now cancelled account was active and received service for the posted payment, funds cannot be transferred.
483
484If the account names match and the payment posted the day of cancellation or after, you may transfer the funds.
485
486
4876.31**********************
488
489Reset Anniversary Date
490When the account has a Due Immediately balance greater than $3, the only option EDGE will display is to change the customer’s (Bill Cycle (Anniversary Date) to the current date.
491This functionality works the same as the Reset Anniversary Date button.
492To Reset the customer’s Anniversary Date, click Change Cycle.
493
494When the account has a Due Immediately balance less than $3, EDGE will display the option to change the customer’s Bill Cycle (Anniversary Date).
495This lets the agent select any day within the customer’s current month except the same day of the current Bill Cycle.
496To Change the customer’s Anniversary Date,
497Select the day the customer wants to use.
498Click Change Cycle
499
500
501***Search for Payment
502At times agents will need to help customers confirm that they have made payments. Agents can search for payments from the home screen of Edge
503
504When no payment search results display, confirm the search criteria with the customer. And try to search for the customer’s payment again.When the customer insists that their payment criteria is correct, the agent will need to open a case.Case Management will be discussed in the following section
505
506
507***Payment Research 
508When the customer’s payment cannot be located, or is misplaced on the customer’s account, Metro by T-Mobile can attempt to locate the payment by Payment Research.Payment Research can be used for the following types of requests:
509Refund Requests
510Payment Searches
511Temporarily Restoring Service.The following slides demonstrate how to create and submit Cases for Payment Research.Rules:
512Agents can only open 2Payment Research cases in a Billing Cycle.
513Payment cases will be resolved within 5 business days of the case being opened. 
514Most payment research cases require that the customer provide the Payment Confirmation Number.
515The Payment Confirmation Number  must be valid within the last 25 days.  If the confirmation number is older than 25 days, EDGE will not allow the case to be created.
516For reports of fraudulent activity, refer the customer back to their financial institution.
517
518
519
520When researching existing cases for the customer’s payment issue, The agent will only need to look for the following information:
521Case ID
522Create Date
523Case Type1
524Status
525Payment Confirmation Number
526DetailsIf there are any cases that have been submitted, it will display in the image on the right.  
527
528To create a Case, click Create Case
529
530Create Case displays.Select the Case Type for the customer’s request.
531Check Refund
532Credit Card Refund
533Authorized Payment Center
534Mailed In Payment
535IVR Expresspay Customer Service
536Asurion ESN Change
537UnhotlineAs appropriate for the Case Type, complete the remaining fields and click Submit
538
539The image to the right shows what payment search requests for Asurion ESN Changelook like.Agents will fill this case out when the replacement phone provided by Asurion is found to be defective.Fill out the case details fields as appropriate and click Continueto create the Case
540
541Note:Do not change the Priorityand Severityfields. This will not change the processing timeline for the case
542
543Financial Overview ************
544Financial Overview provides a detailed history of charges and adjustments made on the customer’s account.
545Financial Overview provides up to 6 month’s transaction history on the customer’s account.
546The following slides provide instructions for accessing and viewing Transaction History. 
547
548Note:
549For viewing current details of the customer’s billing (i.e. immediate Pending Charges, Current  bill Cycle, and Previous chargers), use Financial Overview. 
550For investigating charges from 3-6 months ago, use Financial Overview.
551
552
553Reset Anniversary Date
554When the account has a Due Immediately balance greater than $3, the only option EDGE will display is to change the customer’s (Bill Cycle (Anniversary Date) to the current date.
555This functionality works the same as the Reset Anniversary Date button.
556To Reset the customer’s Anniversary Date, click Change Cycle.
557
558When the account has a Due Immediately balance less than $3, EDGE will display the option to change the customer’s Bill Cycle (Anniversary Date).
559This lets the agent select any day within the customer’s current month except the same day of the current Bill Cycle.
560To Change the customer’s Anniversary Date,
561Select the day the customer wants to use.
562Click Change Cycle
563
564
565***Search for Payment
566At times agents will need to help customers confirm that they have made payments. Agents can search for payments from the home screen of Edge
567
568When no payment search results display, confirm the search criteria with the customer. And try to search for the customer’s payment again.When the customer insists that their payment criteria is correct, the agent will need to open a case.Case Management will be discussed in the following section
569
570***Payment Research 
571When the customer’s payment cannot be located, or is misplaced on the customer’s account, Metro by T-Mobile can attempt to locate the payment by Payment Research.Payment Research can be used for the following types of requests:
572Refund Requests
573Payment Searches
574Temporarily Restoring Service.The following slides demonstrate how to create and submit Cases for Payment Research.Rules:
575Agents can only open 2Payment Research cases in a Billing Cycle.
576Payment cases will be resolved within 5 business days of the case being opened. 
577Most payment research cases require that the customer provide the Payment Confirmation Number.
578The Payment Confirmation Number  must be valid within the last 25 days.  If the confirmation number is older than 25 days, EDGE will not allow the case to be created.
579For reports of fraudulent activity, refer the customer back to their financial institution.
580
581When researching existing cases for the customer’s payment issue, The agent will only need to look for the following information:
582Case ID
583Create Date
584Case Type1
585Status
586Payment Confirmation Number
587DetailsIf there are any cases that have been submitted, it will display in the image on the right.  
588To create a Case, click Create Case
589
590Create Case displays.Select the Case Type for the customer’s request.
591Check RefundCredit Card Refund
592Authorized Payment Center
593Mailed In Payment
594IVR Expresspay Customer Service
595Asurion ESN Change
596UnhotlineAs appropriate for the Case Type, complete the remaining fields and click Submit
597
598The image to the right shows what payment search requests for Asurion ESN Changelook like.Agents will fill this case out when the replacement phone provided by Asurion is found to be defective.Fill out the case details fields as appropriate and click Continueto create the Case
599
600Note:Do not change the Priorityand Severityfields. This will not change the processing timeline for the case
601
602
603***Financial Overview 
604Financial Overview provides a detailed history of charges and adjustments made on the customer’s account.
605Financial Overview provides up to 6 month’s transaction history on the customer’s account.
606The following slides provide instructions for accessing and viewing Transaction History. 
607
608Note:
609For viewing current details of the customer’s billing (i.e. immediate Pending Charges, Current  bill Cycle, and Previous chargers), use Financial Overview. 
610For investigating charges from 3-6 months ago, use Financial Overview.
611
612
613
614
615
616
617
618
619
620
621
622
623
624
625
626
6277.- Troubleshooting
628
629
630METROCARE
631MetroCARE provides 3 areas for helping agents support the customer with troubleshooting.
632
633Device Page
634Simulators
635MPower
636
637The following graphics illustrate the ways we provide customer phone information: 
638- Metro by T-Mobile Website
639- MetroCare
640- Call Center Subject Matter Expert (SME)
641- Manufacturer’s website
642- Additional Support Sites
643
644Identifying the Issue
645We need to figure out is this an issue with:
646- Calling
647- Texting
648- Data
649- Hardware
650- Metro by T-Mobile Services
651
652The services we provide to a customer fall into 3 categories:
653- Calling
654- Texting
655- Data
656
657Probing Question
658When were you able to use this service last?
659Where .. 
660What .. were you doing 
661How .. long has this been
662
663ACTED Explained (steps)
664A = Account
665c = Coverage
666T = Tickets
667E = Educate
668D = Device
669
670myMETRO ----------
671- Device UnlockApp
672- Troubleshooting the App
673*Check the device and the account meet the SIM unlock requirements.
674*Check the device has an active data connection
675*Restart the device and try again
676
677The Device Unlock app still fails to unlock the device, the next step is: Submit an ESP ticket.
678
679- PUK codes (PUK1:)
680is a code that is used to unlock the sim card in the device if the customer tries to unlock their device with the incorrect password more than three times.
681
682NDR -------
683Network Device Refresh
684If the customer states that they have never been able to use the service or feature, or if there were recent changes to the account.
685This step is used after all other troubleshooting steps have been completed.
686
687When performing an NDR you must always advise the customer of the following:
688- The phone services will be wiped out including Caller Tunes
689- Voicemails might be erased
690- Voicemails password may reser to last 4 of MDN
691- 30 min provisioning
692
693
694
6958.- NetCare/Esp
696***NetCare
697NetCare is used for reporting issues customers experience with their Metro by T-Mobile service.
698Examples of Metro by T-Mobile service related issues are:
699Mobile Hotspot not working
700Cannot make/receive calls
701Phone does not work while roaming internationally.
702
703Provisioning Time (30min)
704Provisioning is the act of moving customer information from the Billing System, into the systems and platforms that together provide the customer with the services that are “billed” from the Billing System. Usually the process takes 30 minutes to complete.
705Examples of provisioning are: 
706Account status activities 
707Suspend Account / Subscriber
708Restore Suspend Account/Subscriber
709Cancel Account / Subscriber
710Restore Account / Subscriber
711Activations
712E911 Address Changes
713MDN Changes
714Device Changes
715SIM Changes
716Plan or Feature Changes
717
718
719Note
720Activities that do not change the customer’s services in any way (i.e. Credit and Debit transactions, Account-Level Name and Address Changes, Memo Placement, Viewing Billing and Usage History, etc) are NOTprovisioning changes.
721
722NOT Provisioning
723Billing Transactions
724-Viewing Billing and Usage History
725-Credit and Debit Adjustments
726-Payments
727
728Account-Level Changes
729-Name, Address, and PIN Changes
730
731Subscriber Level Changes-Name and Address Changes onlyNote: E911 Address Change is a provisioning activity
732
733Memo Activities-Viewing and Creating Memos
734
735Viewing and Changing Account Privacy Preferences
736
737Porting 
738-Viewing Port Status and DetailsEditing Port Requests
739-Viewing Customer’s Data Usage
740
741MyAccount Changes
742-Register Account
743-Reset PW
744-Create/Edit/Remove Card
745Setup/Remove AutoPay
746
747------------
748Provisioning Issues VS Service Issues
749CS (ESP) vs Service (NETCARE)
750
751(ESP ticket: When submitting ESP incidents for customer issues with Amazon Prime or Google One)
752
753ForProvisioningissues, submit an ESP incident.
754ForServiceissues, troubleshoot the problem. Where indicated, submit a NetCare Ticket
755
756NETCARE
757The General Search field accepts Multiple Values: 
758Ticket Number
759Phone Number
760Device IMEI
761
762Important
763- Up to 5 days to be resolved
764- Enter a memo on the account including the ticket number
765- The customer will receive a text message when their ticket has benn closerd
766
767
768ESP ----
769Enterprise Service Portal
770is the system used to report the following issues:
771- Edge and MyAccount
772- Metro by TMobile website
773- Payments
774- Wireless Number Portability
775- IVR and MyMetro
776It is used by call center, retail stores, and back office support employees.
777
778To review the training for ESP, open the document on MetroCARE
779
780
781
782
783
784
785
786
787
788
789
790
791
792
793
794
795
796
797
798
799Add-ons: (open account, mod)
800
801Select more Add-ons: 
802**Caller ID Block $0.00
803This feature in EDGE disables the outgoing caller ID. This will prevent the customer's information from displaying for caller ID purposes. The caller-ID will show as "Private Number" on all outgoing calls.
804Customers can also block their Caller ID without the feature and on a call by call basis. They can do this by dialing *67 on their phone, plus the 10-digit phone number they are calling to.
805
806**Scam ID Off $0.00
807With Scam ID customers instantly see when calls come in from known scammers (identified as "Scam Likely" on the Caller ID.) Only T-Mobile/Metro by T-Mobile has built this protection right into the network, and it works automatically on all phones with Caller ID. There’s nothing to install and Scam ID is automatically enabled in all plans at no additional charge.
808To enable Scam ID, dial #664#
809To disable* Scam ID, dial #634#
810*If Scam Block is enabled, the customer must first disable Scam Block before disabling Scam ID.
811
812**Scam Block $0.00
813With Scam Block, all "Scam Likely" calls from known scammers are blocked and will not reach a customer's phone. If a customer prefers never to be bothered by likely scam calls, they can simply turn on Scam Block by dialing #662# and Metro by T-Mobile will terminate the call before it ever reaches the customer's phone.
814
815**Call Deatail $1
816This feature allows customers to see the Call Details for the phone it is added to. Outgoing calls will display the number called by the customer and the length of the call. Incoming calls will show the customers phone number and length of the call.
817
818**Name ID $2
819name iD gives customer the ability to identify incoming callers, block any unwanted call as well as automatically block all known scam callers. In addition, name iD will immediately alert them when a telemarketer or debt collector is calling.   Along with these features, name iD provides the customer with caller ID and reverse number lookup.
820
821**Lookout Mobile Security $3
822Lookout Security & Antivirus offers top-notch protection against mobile threats, phone loss and theft. 
823With a registered email, customers will be able to log into Lookout.com to locate their phone, view their backed up data and manage their devices, anytime, anywhere.
824
825**Select Shared Calling $3
826Select Shared Calling gives customers 300 minutes to call select shared calling numbers like chat lines, conference call lines, and radio broadcast numbers.
827
828**Caller Tuners Ringback Tone Pkg $5
829CallerTunes powered by LISTEN – lets callers hear a song or status message whenever they call. These are different from ringtones. A ringtone is what you would hear when someone calls you, while a CallerTunes is what the caller would hear when they call you.
830
831
832
833**Monthly Re-occurring Extra 1GB $5
834For just $5, 1GB of Data adds one additional gigabyte of data to the customers data plan allotment at up to 4G LTE speeds.
835This service is for customers who routinely exceed their monthly data allotment, but do not need the extra data offered on the next higher price plan 
836
837**Mexico Landline Calling Only $5
838Allows customers unlimited calls to landline phones in Mexico and unlimited texting to participating Mexico cell phone providers.
839
840**Value Bundle $5
841Value Bundle includes 5 great services for only $5. The features included in the Value Bundle are the following:
842-Call Forwarding: Forward calls from your cell phone to any local number.
843-International Text Messaging: Send text messages across the globe.
844-name iD: Manage calls better by seeing the caller's name and phone number before answering, and supporting blocking services against unwanted calls.
845-Unlimited Directory Assistance: Unlimited calls to directory assistance for business and residential listings in the U.S., Canada and Puerto Rico. 
846-Voicemail to Text: Converts your voicemails to texts and delivers them straight to your phone or email.
847
848**PHP Program (INS $3 LKO $3) $6
849The Premium Handset Protection program provides comprehensive mobile device protection. Customer's devices will be covered against loss, theft, accidental damage (including water damage) and out-of-warranty malfunction. 
850Premium Handset Protection can only be added within seven days from the date of activation of a new Metro by T-Mobile device, or upgrade to a new Metro by T-Mobile device. If customers not to enroll at the day of activation, they can visit a retail store or call Customer Care within 7 days to have Premium Handset Protection added.
851
852**HD Video $10
853HD Video gives customer the ability to stream video at up to 720p resolution.   By default, Data Maximizer is included in all customer price plans.  This causes all streaming video played over the cellular network to display at DVD quality video (480p) on their mobile device
854To DISABLE Data Maximizer, the customer must add the service HD Video to their individual phone number.   
855
856**100 Global Voice Minutes $10
857100 minutes calling to landline or mobile phone numbers in 10 countries like: 
858Honduras, Guatemala, El Salvador, and more!
859Unlimited International Text Messaging is supported only to countries available through this specific product.
860This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
861Global Voice 100 cannot be combined with Global Voice 100 Plus
862
863**Global Voice Unlimited $10
864Unlimited calling to landline or mobile phone numbers in 12 countries like: 
865India, Colombia, Peru, Brazil. and more!
866Unlimited International Text Messaging is supported only to the countries available through this specific product.
867$10 charge is due immediately.
868This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
869Countries Supported by Global Voice
870Below is a summary of countries supported by Global Voice products: 50, 100, 200, Unlimited Landline, and Unlimited Mobile and Landline.  For the most current and complete listing of supported countries, see the Coverage Finder on the Metro by T-Mobile website.  See the following images for instructions.
871
872**Global Voice UNL Landline $10
873This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
874Note:
875Unlimited International Text Messaging is not included in this product.
876Countries Supported by Global Voice
877Below is a summary of countries supported by Global Voice products: 50, 100, 200, Unlimited Landline, and Unlimited Mobile and Landline.  For the most current and complete listing of supported countries, see the Coverage Finder on the Metro by T-Mobile website.  See the following images for instructions.
878
879**Napster Unlimited Music $10
880This service is no longer supported by Metro by T-Mobile as of December 2018.
881Napster's leading streaming music services give members ad-free access to more than 32 million songs. Whether they're listening on their phone, at home, at work, or in the car, Napster goes where they go. Their expert team of editors create a curated music experience that's easy for members worldwide to gather and enjoy new original content including videos, playlists, reviews, and radio stations -- anytime and anywhere.
882Napster customer service: Email or Live Chat ONLY
883
884**Select Shared Calling 1000 $10
885$10 Select Shared Calling gives customers 1,000 minutes to call select shared calling numbers like chat lines, conference call lines, and radio broadcast numbers.
886
8871.- Introduction 
888
889Metro by T-Mobile charges fees for the following kinds of activities:
890
891•	Changing the phone numbers on an account = $15.00 + applicable taxes and fees
892
893•	Changing the names –Some stores, fees vary
894
895•	Making payments in stores or through the call center–fees vary (see slide 43)
896
897•	Resetting Anniversary Dates/Bill Cycles = $5.00 + prorated monthly charges and taxes
898
899•	Reactivating  used devices Accounts= $15.00 + taxes/fees + first month’s charges
900
901•	Upgrading Phones–all stores = $15.00 + taxes and applicable fees
902
903•	Device Change, in store and call center = $15.00 + taxes and applicable fees
904
905•	Warranty Exchanges –$30.00
906
907•	Transferring Contacts –Stores only, fees vary
908
909MetroPCS uses a single rate billing method, offering an unlimited call, text and data plan without a contract from $ 30 per month, as well as the $ 40, $ 50 and $ 60 plans respectively.
910
911Here is a detail of the plans and services:
912
913 $ 30 per month: calls, texts, unlimited data and 2 GB data with 4G LTE speed.
914
915 $ 40 per month: calls, texts, unlimited data and 10 GB data with 4G LTE speed.
916
917 $ 50 per month: calls, texts, unlimited data with 4G LTE speed, 5 GB of Hotspot (mobile WiFi) and membership for Google 1 with 100 GB of free storage (with the possibility of increasing to 200 GB for $ 1 / month and 2 TB for $ 8 / month).
918
919 $ 60 per month: calls, texts, unlimited data with 4G LTE speed, 15 GB of Hotspot (mobile WiFi), membership for Google 1 with 100 GB of storage at no additional cost (with the possibility of increasing to 200 GB for $ 1 / month and 2 TB for $ 8 / month) and membership for Amazon Prime at no additional cost.
920
921
922
9233.- Covarage
924
925Metro by T-Mobile Coverage
926MyAccount
927MetroCare
928And MetroVOICE
929
930MyAccount Supports:
931
932Customer Payments 
933Saved Payment (Card) Management
934Plan and Feature Changes
935Profile Upgrades
936Billing and Service Usage History
937
938MetroCARE is our Call Center Knowledge Base and is accessed by our call centers.
939MetroCARE houses all call center processes and procedures.
940MetroCARE provides support for:
941All agents
942Training and Quality
943Call Center Management
944
945
946When the agent selects a device, MetroCare will display that phone’s individual page.
947
948For each phone, MetroCare Provides:
949Overview of the device
950Supported Plans and Services
951Network Specifications
952Software Versions
953FAQs
954Support Documentation.
955Links to important resources
956Comment section
957
958MetroVOICE
959
960Internal Social networking site
961The purpose of MetroVOICE is to:
962
963-Encourage social interation between Metro by Tmobile call center agents
964
965-Help agents share knowledge and information
966
967-Facilitate rapid communication between Metro by T-Mobile and the call center agent
9684.- Plans and Services
969
970The following describes how we provide data services to our customers with Phones.
971
972Plans $30 and $40
973Customer is given an allotment of data that can be used at up to 4G and/or LTE data speeds.
974After using up their allotted data, customer has access to unlimited data at non-4G and non-LTE speeds.
975Plans $50 and $60
976Customer has access to unlimited data that can be used at up to 4G and/or LTE data speeds. 
977Full available speeds apply to all of Hotspot data per bill cycle.
978
979
980
981
982
9836.- Billing
984
9856.1 ************************* 
986CPNI, Logging In, and Activations
987
988Customer Proprietary Network Information, or CPNI
989Acceptable reasons for accessing and reviewing customer information:
990To help a customer after they verify that they are the account owner.
991To assist a government agency that requests information.
992To verify customer bills or confirm changes made in the billing system.
993BOTTOM LINE: There must be a specific business purpose for accessing the customer’s account.
994
995Activities that are prohibited without a valid business purpose:
996Accessing or changing records in the billing system.
997Reviewing call detail records or payment history.
998Accessing voice mailboxes.Discussing the contents of any account with others.
999Performing any activity that might violate the privacy of the person involved.
1000Troubleshooting customer phones and service.
1001Accessing your own account.
1002
1003CPNI, Customer Proprietary Network Information, is a database of customer information.Metro by T-Mobile uses this information: 
1004To provide service to the customer
1005To market related services to the customer
1006To protect the customer, Metro by T-Mobile, and other carriers from fraud, abuse, or unlawful use of its service
1007To comply with governmental laws, regulations, and orders (including subpoenas) and cooperate with governmental investigations. 
1008
1009Customers opt-out by:
1010Visiting a Metro by T-Mobile Corporate Store
1011Calling 1-888-8metro8
1012Writing to Metro by T-Mobile, PO Box 601119, Dallas, TX 75360We will discuss how to Opt In/Out later in this module, in the section Update Privacy Preferences.
1013
1014EDGE --
1015
1016Edge Menu
1017Port Status:
1018
1019
1020Activate Accounts ----------
1021
1022Account Name
1023Customer’s Actual Name or Business Name must be used on the Account-level.
1024Vanity names are only allowed on the Subscriber Level.
1025Inappropriate names are not allowed
1026
1027Address
1028Customer address must reside within a Metro by T-Mobile Market.
1029Do not enter P.O. Boxes. 
1030
1031Account Security
10328-Digit PIN and Security Question & Answer are required.
1033
1034Payments
1035Customer must pay immediately.  
1036If no payment is made, the account must be cancelled.
1037
1038Device Insurance
1039Premium Handset Protection
1040-can be added up to the 7thday after the device’s activation date.
1041-only available for new devices.
1042-coverage starts immediately.
1043
1044
1045
1046
1047
1048
1049Datail of the Activation memo displays
1050Example:
1051
1052Handset IMEI 352679072158731 associated with MDN 8173748247 and SIM 8901260473920589525F was activated on 03-02-2018 with $60 Unlimited w/Hotspot Promo. Features include Short code, alerts, Unilimited 4G LTE Data Speed, Text Messaging, Anytime Minutes, Enhanced Voice Mail, Visual Voice Mail, MetroWEB, Extended Home Roaming, Premium 411, Call Waiting, Caller ID, Three-Way Calling, Domestic Long Distance, MUSIC UNLIMITED, Pictures Messaging- Rich Communication Services. User has Denied MetroGuard insurance plan.
1053
1054IMEI: serial number
1055MDN: Phone number
1056SIM: Sim code
1057
1058Check Number Portability---
1059(Port-in)
1060When customer wants to port their number:
1061- Confirm with the customer that the MDN is active with their carrier
1062- Verify that the numbers can be ported to MetrobyTmobile
1063-The customer must have their ACCOUNT NUMBER, and CURRENT PIN for the phone number they wish to port
1064
1065To verify whether the numer is Portable, click Port-in
1066
1067
1068** TRANFER TO WMP (for other modiffications or cancel)
1069
1070
10716.40****************************
1072MANAGE DEVICE INFORMATION
1073
1074
1075Change Device
1076When customers obtain new devices, agents can help them switch the phone on their account through the Change Device Activity.Cost to change the device: $0.When changing between different devices on the account, the customer will have to select a new price plan for that device.The table on the right shows the types of device changes that require the agent to select a new plan for the customer.
1077
1078Change SIM (same steps)
1079
1080
1081
1082
1083
1084
1085Reset Voicemail Language Preference
1086EDGE has the ability to manage the language Metro by T-Mobile uses in its text messages to the customer.
1087At the subscriber level, there will be two language fields: Preferred language and Override Language.
1088Preferred language displays the customer’s selected language.  
1089This is the subscriber’s default language.  
1090It can be changed by the customer by calling into the line’s voicemail.
1091Override languageis the selection that agents use to set the language of text messages Metro by T-Mobile sends to the customer. 
1092
1093Troubleshooting Voicemail LanguageWhen troubleshooting the customer’s voicemail language, do the following:
1094Call the customer’s voicemail and verify whether the language the customer is hearing matches the Voice Maillanguage showing in EDGE.
1095When the customer’s voicemail doesnotmatch the language displaying in EDGE, submit a NetCare ticket.
1096
1097Reset Voicemail Password
1098When the customer forgets  his or her voicemail password, they can call Metro by T-Mobile Customer Service and ask for the agent to reset the phone’s voicemail password.Resetting the voicemail password with change it to the system default, which is the last four digits of the customer’s phone number.The following slides provide instructions for resetting the customer’s voicemail password
1099The customer can also request to reset the voicemail password by dialing #793# from the Metro by T-Mobile phone.
1100
1101Account Device History
1102Account Device History displays the activation history of all phones that were ever activated on the customer’s account.  With Account Device History, EDGE displays historical data for the following activities:
1103Activations
1104CancellationsDevice Changes
1105MDN Changes
1106Move Subscriber
1107The following slides demonstrates how to look up Account Device History.
1108
1109Refresh GSM Device
1110Go to "Network Device Refresh"
111130min / take off the SIM
1112
1113
1114
1115
1116
1117
11186.22*************************************************
1119MANAGE ACCOUNT INFO
1120
1121Move Suscriber
1122Sometimes, subscribers want to combine, or separate their accounts.  Below are examples when customers want to do these activities:Combine AccountsMarriageConvenience (to receive the Family Plan discount)Separate AccountsTeenager leaves homeRoommates are splitting upThe following slides demonstrate the Move Subscriber activity
1123
1124Update Privacy Preference
1125Update Privacy Preference allows customers to  request to stop receiving general marketing messages from MetroPCS.  When customers opt-out:
1126Only agents at a MetroPCS corporate store or call centercan modify privacy preferences.
1127Customers can only Opt-out out of general marketing communications from MetroPCS.
1128Customers will still receive notifications from services the customer specifically enrolled in, as well as billing message notifications and other notifications as mandated by law or regulation.
1129When customers complain about receiving messaging from specific services not related to MetroPCS, advise the customer to try the following:
1130Reply to that message saying: “Stop”, or “Cancel”.
1131Report that service to the FCC.
1132
1133Remember Document the Activity
1134
1135
1136
1137
1138Turn off Billing System Notifications
1139Turning off text message notifications from the billing system stops the billing system from sending text message notifications to the customer.  These messages are payment reminders, notifications of account level changes, and plan change notifications.When customers request to turn off billing text messages:
1140Only agents at a MetroPCS corporate store or call centercan turn off billing text messages.
1141Unless they’ve elected to opt out, customers will continue receiving general marketing messages from MetroPCS and notifications from services the customer specifically enrolled in, and other notifications as mandated by law or regulation.
1142Note: This functionality exists at the phone number level. To turn off billing system notifications for all phone numbers on the account, this activity must be repeated for all phone numbers on the account.
1143
1144
1145
1146
1147
1148View Memo List
1149The Memo List provide documented history of the interactions on the customer’s account  The Memo List captures activities such as:
1150Agent InteractionsActivations
1151Plan ChangesDevice Changes
1152Credit/adjustment activities
1153Account-level Information updates(Name/Address) 
1154Subscriber-level changes
1155Wireless Number Portability activities
1156High Priority MemosWhen helping customers, agents should always review the memos on an account to understand the status of any prior activity onan account.  To view the account history, click View Memo List.
1157
1158Chance Status
1159-Suspend
1160Activity temporarily render the MDN inactive. While suspended, customers cannot do the following activities on their device:
1161*Make or receive calls
1162*Use data on the METROtmobile network
1163If cutomer is suspended volunteer, no feed for active
1164If system suspend the account, Cx need to pay 
1165
1166-Unsuspend
1167
1168-Cancel
1169deactivates the MDN on the account
1170
1171TRANSFER CAT:
1172++Account is 90 days or older
1173++Customer wishes to cancel the entire multi-line account
1174++Hasnt ported out, but wants to, and ask for their account number
1175++Dealer ask for account information and Customer IS available
1176
11776.21 ******************************
1178MANAGE ACCOUNT INFORMATION
1179
1180Search For Account
1181The Agent can search for accounts by the following methods:
1182Mobile Phone Number
1183Device Serial Number
1184Account Number Always ask the customer for their Mobile Phone Number first and perform the search using it.  If the customer cannot provide it, try the other methods, in the order listed above.
1185
1186
1187
1188Send SMS
1189If the customer cannot remember their PIN or Security Answer to their security Question, agents can send them this information in a text message.  Click Send SMS
1190Send SMS functionality is also available for customers with suspended accounts.
1191Note: Edge will only allow 4 attempts to secure the account.  If the customer can’t provide the correct zip code within those attempts, refer the customer to a store.
1192
1193Change Name
1194EDGE support two levels of name changes: Account and Subscriber.  Customers may ask to change the name on the account for the following reasons.Account-Level:
1195Minor spelling corrections
1196Transfer Account ownership
1197When Edge prompts  a name change Subscriber-Level:
1198Caller ID: Customer wants to a personalized name to display when he or she calls people.
1199Transfer handset ownership
1200
1201Change Address
1202When the customer needs to update his or her address, EDGE supports updating the customer’s address.  The customer must provide an address that is inside the Metro by T-Mobile market where they will use their phone.When the customer indicates that they have moved, offer to update the address.To change the customer’s address, click Account Name.
1203
1204Add e911 Address
1205The E911 Address is required for customers to be able to use WIFI Calling.
1206When the customer calls 911, the E911 address wil be the 911 dispatch, allowing the dispatcher to quickly locate the customer.
1207
1208The customer can update their E911 address from the following channels: 
1209- Smartphone: MyMetro
1210- Personal Computer: MyAccount
1211- Customer Service: EDGE
1212
1213
1214
1215Add New Line
1216When adding new line:
1217- Customer must pay inmmediately
1218
1219Change Number
1220- Customer must pay a change fee ($12+tax)
1221- The change fee is a due immediately. Offer to take the payment over the phone (inform the customer of the $3.00)
1222-now
1223
1224
1225
1226Change Numer
1227$19.01 or more = pay $3 fee
1228$19 or less = no pay
1229
1230SERVICE (plans) vs FEACHURES
1231services change charges if you change
1232Feachures dont change charges or refunds if you change or remove
1233
1234
1235
12366.32********************
1237MANAGE BILLING INFO.
1238
1239AutoPay
1240Customers can enroll in AutoPay to have their card automatically debited.  This section walks the agent through enrolling the customer into AutoPay through EDGE.When the customer has a debit amount in the Due Immediately field, AutoPay will charge the card in its nightly sweep.For example:
1241
1242Agent performs the MDN Change 
1243Customer’s account is charged $12 
1244In the nightly sweep, EDGE collects $12 from the customer’s credit card. Customers can cancel AutoPay at any time
1245
1246EDGE allows agents to enroll customers in AutoPay in two ways:
1247From Customer 360 View
1248MyAccount
1249
1250Enrolling in AutoPay through MyAccount in will be addressed in the next section.
1251To Enroll the customer in AutoPay, click Add to AutoPay, on main summary page of the customers account.
1252
1253Agents can remove AutoPay from the customer’s account two ways:
1254From Customer 360 View
1255From MyAccount (must be registered)Cancelling AutoPay from MyAccount will be addressed in the next section.
1256
1257$3 fee for payments BUT Customer dont pay this $3 if they have AutoPay
1258
1259When making a payment through customer service, agents will take the customer’s payment using EDGE.
1260When taking the customer’s payment, EDGE provides two methods of payment:
1261Anonymous Payment
1262Authenticated Payment 
1263
1264Anonymous Payment is used when the caller just wants to make a payment without securing the account, but still wants to pay the bill on the account.  With Anonymous payment, the agent will process the customer’s payment for the amount the customer tells the agent.
1265Authenticated Payment is used when the caller secures the account.  With Authenticated payment, the agent will secure the account before taking the payment.
1266
1267+19.01 (+$3.00) **Convenience Fee
1268-19.00 (+$0.00)
1269
1270When processing the customer’s payment as an Anonymous Payment, do the following:
12711.Tell the customer that there will be a $3.00 transaction fee. Note:this is only for payments larger than $19.00.
12722.Tell the customer about the ways they can make a payment with no fees.
12733.Ask the customer  how much they want to pay.
12744.Process the customer’s payment.
1275
12765.If the customer says their account is suspended, tell them that their service will be restored immediately.
1277
1278As a reminder, only use Anonymous Payment when the customer only wants to make a payment, and does not want to access their account.
1279
1280MyAccount------------
1281
1282Through EDGE, agents can enroll the customer in MyAccount.  MyAccount is an account that Metro by T-Mobile provides to enable customers to manage their account services.
1283
1284From EDGE, agents can perform the following actions on behalf of the customer.
1285Register for a MyAccount
1286Make a Payment
1287Manage the customer’s Saved Payment Method(s)
1288Reset the MyAccount PasswordChange the Secret Q/A
1289
1290Once registered, EDGE allows the agent manage the customer’s Saved Payment Methods (stored Credit/Debit Cards). 
1291From EDGE the agent can do the following activities:
1292Add Saved Payment Methods (SPM)
1293Change Default Payment Method
1294Edit Saved Payment Methods (SPM)
1295Remove Saved Payment Methods (SPM)
1296Enroll AutoPayRemove AutoPay
1297
1298
1299
1300
1301EDGE allows the agent to make the following changes to saved Payment Methods:
1302- Expiration Date
1303- Nickame
1304- Set As Default Payment Method
1305- Enroll For AutoPay
1306only
1307
1308
1309Create Adjustments ------------------------
1310Occasionally, reasons to create adjustment:
1311- To fix incorrect charges
1312- Goodwill courtesy credits
1313- As part of system processes
1314
1315
1316**Manager Courtesy Credit 
1317
1318Who can use this credit:  Everyone; with permission from a Supervisor or Mentor, or at the direction of the Corporate Office. Amounts should be reasonable and directly help resolve the issue.
1319
1320
1321**PHP/INS Feature Changes
1322
1323Used for supporting customers who are moving to/from the state of New York Mid-Cycle.
1324
1325About Insurance when customer chance his location to NY and chance the Insurence of Exmp: $6.00, Agent can avoid the new Insurance because Customer already pay for it.
1326
1327
1328**RAD(BCR) Not Done 
1329
1330The customer paid late (after their Anniversary Date) and did not realize (or was not told) that their bill cycle would not automatically reset. 
1331Note—
1332
1333if customer has not made a payment and wants to just change their bill cycle to the current day (today), agents will not need to credit, just do a Bill Cycle Reset and they will not have to pay for unused days.
1334See the Call Assist BCR/Choose Your Bill Cycle for complete process details.
1335**RMV Dup/Incorrect Phn-SOC Chrg 
1336
1337Line is removed on a suspended account after the Anniversary date. – Customer’s account has been suspended since the anniversary date and removing the line at this point in the month will not automatically remove the charges from the account.
1338
1339
1340**RMV Dup/Incorrect Phn-SOC Chrg
1341
1342Line is removed on a suspended account after the Anniversary date. 
1343– Customer’s account has been suspended since the anniversary date and removing the line at this point in the month will not automatically remove the charges from the account.
1344
1345Line or account disconnected in error Or SOC removed in error 
1346–Phone is disconnected in error or a feature is removed in error, adding it back it will create an another charge. If the customer was already charged that month for the service and has paid, the agent must remove this additional charge.
1347
1348Feature is incompatible with the phone or invalid 
1349– When a feature is added to the account that is incompatible with the device (so could never be used) or was not checked to ensure it would suit the customer (such as the agent who added did not check to see if a country is supported in the International Calling feature).
1350
1351Remember to always check compatibility and/or notes before applying the credit. It should be obvious that the service or phone could never be used.
1352
1353Feature or Phone is erroneously added
1354– The feature is added to the wrong phone on a multi-line account and needs to be removed and added to the correct line, one charge will need to be adjusted. 
1355
1356Or a feature or phone is added by accident and removed in the same day.
1357
1358
1359**Rmv Unauthorized 3rd Party Add
1360
1361Customer says that they were enrolled in a 3rd Party service without their permission.
1362
1363Currently the only services deemed as third party are: Napster and Lookout. The customer must state they never asked/wanted those service to use this credit (not that they are not working or just do not want them anymore).
1364
1365**Transfer Funds From Canc Acct
1366Payment did not post to correct account and the agent can’t use the “Transfer Funds” function because the account where the funds are located is cancelled. If the accounts do not have the same name, a Case Management ticket must be created.
1367
1368If the now cancelled account was active and received service for the posted payment, funds cannot be transferred.
1369
1370If the account names match and the payment posted the day of cancellation or after, you may transfer the funds.
1371
1372
13736.31**********************
1374
1375Reset Anniversary Date
1376When the account has a Due Immediately balance greater than $3, the only option EDGE will display is to change the customer’s (Bill Cycle (Anniversary Date) to the current date.
1377This functionality works the same as the Reset Anniversary Date button.
1378To Reset the customer’s Anniversary Date, click Change Cycle.
1379
1380When the account has a Due Immediately balance less than $3, EDGE will display the option to change the customer’s Bill Cycle (Anniversary Date).
1381This lets the agent select any day within the customer’s current month except the same day of the current Bill Cycle.
1382To Change the customer’s Anniversary Date,
1383Select the day the customer wants to use.
1384Click Change Cycle
1385
1386
1387***Search for Payment
1388At times agents will need to help customers confirm that they have made payments. Agents can search for payments from the home screen of Edge
1389
1390When no payment search results display, confirm the search criteria with the customer. And try to search for the customer’s payment again.When the customer insists that their payment criteria is correct, the agent will need to open a case.Case Management will be discussed in the following section
1391
1392
1393***Payment Research 
1394When the customer’s payment cannot be located, or is misplaced on the customer’s account, Metro by T-Mobile can attempt to locate the payment by Payment Research.Payment Research can be used for the following types of requests:
1395Refund Requests
1396Payment Searches
1397Temporarily Restoring Service.The following slides demonstrate how to create and submit Cases for Payment Research.Rules:
1398Agents can only open 2Payment Research cases in a Billing Cycle.
1399Payment cases will be resolved within 5 business days of the case being opened. 
1400Most payment research cases require that the customer provide the Payment Confirmation Number.
1401The Payment Confirmation Number  must be valid within the last 25 days.  If the confirmation number is older than 25 days, EDGE will not allow the case to be created.
1402For reports of fraudulent activity, refer the customer back to their financial institution.
1403
1404
1405
1406When researching existing cases for the customer’s payment issue, The agent will only need to look for the following information:
1407Case ID
1408Create Date
1409Case Type1
1410Status
1411Payment Confirmation Number
1412DetailsIf there are any cases that have been submitted, it will display in the image on the right.  
1413
1414To create a Case, click Create Case
1415
1416Create Case displays.Select the Case Type for the customer’s request.
1417Check Refund
1418Credit Card Refund
1419Authorized Payment Center
1420Mailed In Payment
1421IVR Expresspay Customer Service
1422Asurion ESN Change
1423UnhotlineAs appropriate for the Case Type, complete the remaining fields and click Submit
1424
1425The image to the right shows what payment search requests for Asurion ESN Changelook like.Agents will fill this case out when the replacement phone provided by Asurion is found to be defective.Fill out the case details fields as appropriate and click Continueto create the Case
1426
1427Note:Do not change the Priorityand Severityfields. This will not change the processing timeline for the case
1428
1429Financial Overview ************
1430Financial Overview provides a detailed history of charges and adjustments made on the customer’s account.
1431Financial Overview provides up to 6 month’s transaction history on the customer’s account.
1432The following slides provide instructions for accessing and viewing Transaction History. 
1433
1434Note:
1435For viewing current details of the customer’s billing (i.e. immediate Pending Charges, Current  bill Cycle, and Previous chargers), use Financial Overview. 
1436For investigating charges from 3-6 months ago, use Financial Overview.
1437
1438
1439Reset Anniversary Date
1440When the account has a Due Immediately balance greater than $3, the only option EDGE will display is to change the customer’s (Bill Cycle (Anniversary Date) to the current date.
1441This functionality works the same as the Reset Anniversary Date button.
1442To Reset the customer’s Anniversary Date, click Change Cycle.
1443
1444When the account has a Due Immediately balance less than $3, EDGE will display the option to change the customer’s Bill Cycle (Anniversary Date).
1445This lets the agent select any day within the customer’s current month except the same day of the current Bill Cycle.
1446To Change the customer’s Anniversary Date,
1447Select the day the customer wants to use.
1448Click Change Cycle
1449
1450
1451***Search for Payment
1452At times agents will need to help customers confirm that they have made payments. Agents can search for payments from the home screen of Edge
1453
1454When no payment search results display, confirm the search criteria with the customer. And try to search for the customer’s payment again.When the customer insists that their payment criteria is correct, the agent will need to open a case.Case Management will be discussed in the following section
1455
1456***Payment Research 
1457When the customer’s payment cannot be located, or is misplaced on the customer’s account, Metro by T-Mobile can attempt to locate the payment by Payment Research.Payment Research can be used for the following types of requests:
1458Refund Requests
1459Payment Searches
1460Temporarily Restoring Service.The following slides demonstrate how to create and submit Cases for Payment Research.Rules:
1461Agents can only open 2Payment Research cases in a Billing Cycle.
1462Payment cases will be resolved within 5 business days of the case being opened. 
1463Most payment research cases require that the customer provide the Payment Confirmation Number.
1464The Payment Confirmation Number  must be valid within the last 25 days.  If the confirmation number is older than 25 days, EDGE will not allow the case to be created.
1465For reports of fraudulent activity, refer the customer back to their financial institution.
1466
1467When researching existing cases for the customer’s payment issue, The agent will only need to look for the following information:
1468Case ID
1469Create Date
1470Case Type1
1471Status
1472Payment Confirmation Number
1473DetailsIf there are any cases that have been submitted, it will display in the image on the right.  
1474To create a Case, click Create Case
1475
1476Create Case displays.Select the Case Type for the customer’s request.
1477Check RefundCredit Card Refund
1478Authorized Payment Center
1479Mailed In Payment
1480IVR Expresspay Customer Service
1481Asurion ESN Change
1482UnhotlineAs appropriate for the Case Type, complete the remaining fields and click Submit
1483
1484The image to the right shows what payment search requests for Asurion ESN Changelook like.Agents will fill this case out when the replacement phone provided by Asurion is found to be defective.Fill out the case details fields as appropriate and click Continueto create the Case
1485
1486Note:Do not change the Priorityand Severityfields. This will not change the processing timeline for the case
1487
1488
1489***Financial Overview 
1490Financial Overview provides a detailed history of charges and adjustments made on the customer’s account.
1491Financial Overview provides up to 6 month’s transaction history on the customer’s account.
1492The following slides provide instructions for accessing and viewing Transaction History. 
1493
1494Note:
1495For viewing current details of the customer’s billing (i.e. immediate Pending Charges, Current  bill Cycle, and Previous chargers), use Financial Overview. 
1496For investigating charges from 3-6 months ago, use Financial Overview.
1497
1498
1499
1500
1501
1502
1503
1504
1505
1506
1507
1508
1509
1510
1511
1512
15137.- Troubleshooting
1514
1515
1516METROCARE
1517MetroCARE provides 3 areas for helping agents support the customer with troubleshooting.
1518
1519Device Page
1520Simulators
1521MPower
1522
1523The following graphics illustrate the ways we provide customer phone information: 
1524- Metro by T-Mobile Website
1525- MetroCare
1526- Call Center Subject Matter Expert (SME)
1527- Manufacturer’s website
1528- Additional Support Sites
1529
1530Identifying the Issue
1531We need to figure out is this an issue with:
1532- Calling
1533- Texting
1534- Data
1535- Hardware
1536- Metro by T-Mobile Services
1537
1538The services we provide to a customer fall into 3 categories:
1539- Calling
1540- Texting
1541- Data
1542
1543Probing Question
1544When were you able to use this service last?
1545Where .. 
1546What .. were you doing 
1547How .. long has this been
1548
1549ACTED Explained (steps)
1550A = Account
1551c = Coverage
1552T = Tickets
1553E = Educate
1554D = Device
1555
1556myMETRO ----------
1557- Device UnlockApp
1558- Troubleshooting the App
1559*Check the device and the account meet the SIM unlock requirements.
1560*Check the device has an active data connection
1561*Restart the device and try again
1562
1563The Device Unlock app still fails to unlock the device, the next step is: Submit an ESP ticket.
1564
1565- PUK codes (PUK1:)
1566is a code that is used to unlock the sim card in the device if the customer tries to unlock their device with the incorrect password more than three times.
1567
1568NDR -------
1569Network Device Refresh
1570If the customer states that they have never been able to use the service or feature, or if there were recent changes to the account.
1571This step is used after all other troubleshooting steps have been completed.
1572
1573When performing an NDR you must always advise the customer of the following:
1574- The phone services will be wiped out including Caller Tunes
1575- Voicemails might be erased
1576- Voicemails password may reser to last 4 of MDN
1577- 30 min provisioning
1578
1579
1580
15818.- NetCare/Esp
1582***NetCare
1583NetCare is used for reporting issues customers experience with their Metro by T-Mobile service.
1584Examples of Metro by T-Mobile service related issues are:
1585Mobile Hotspot not working
1586Cannot make/receive calls
1587Phone does not work while roaming internationally.
1588
1589Provisioning Time (30min)
1590Provisioning is the act of moving customer information from the Billing System, into the systems and platforms that together provide the customer with the services that are “billed” from the Billing System. Usually the process takes 30 minutes to complete.
1591Examples of provisioning are: 
1592Account status activities 
1593Suspend Account / Subscriber
1594Restore Suspend Account/Subscriber
1595Cancel Account / Subscriber
1596Restore Account / Subscriber
1597Activations
1598E911 Address Changes
1599MDN Changes
1600Device Changes
1601SIM Changes
1602Plan or Feature Changes
1603
1604
1605Note
1606Activities that do not change the customer’s services in any way (i.e. Credit and Debit transactions, Account-Level Name and Address Changes, Memo Placement, Viewing Billing and Usage History, etc) are NOTprovisioning changes.
1607
1608NOT Provisioning
1609Billing Transactions
1610-Viewing Billing and Usage History
1611-Credit and Debit Adjustments
1612-Payments
1613
1614Account-Level Changes
1615-Name, Address, and PIN Changes
1616
1617Subscriber Level Changes-Name and Address Changes onlyNote: E911 Address Change is a provisioning activity
1618
1619Memo Activities-Viewing and Creating Memos
1620
1621Viewing and Changing Account Privacy Preferences
1622
1623Porting 
1624-Viewing Port Status and DetailsEditing Port Requests
1625-Viewing Customer’s Data Usage
1626
1627MyAccount Changes
1628-Register Account
1629-Reset PW
1630-Create/Edit/Remove Card
1631Setup/Remove AutoPay
1632
1633------------
1634Provisioning Issues VS Service Issues
1635CS (ESP) vs Service (NETCARE)
1636
1637(ESP ticket: When submitting ESP incidents for customer issues with Amazon Prime or Google One)
1638
1639ForProvisioningissues, submit an ESP incident.
1640ForServiceissues, troubleshoot the problem. Where indicated, submit a NetCare Ticket
1641
1642NETCARE
1643The General Search field accepts Multiple Values: 
1644Ticket Number
1645Phone Number
1646Device IMEI
1647
1648Important
1649- Up to 5 days to be resolved
1650- Enter a memo on the account including the ticket number
1651- The customer will receive a text message when their ticket has benn closerd
1652
1653
1654ESP ----
1655Enterprise Service Portal
1656is the system used to report the following issues:
1657- Edge and MyAccount
1658- Metro by TMobile website
1659- Payments
1660- Wireless Number Portability
1661- IVR and MyMetro
1662It is used by call center, retail stores, and back office support employees.
1663
1664To review the training for ESP, open the document on MetroCARE
1665
1666
1667
1668
1669
1670
1671
1672
1673
1674
1675
1676
1677
1678
1679
1680
1681
1682
1683
1684
1685Add-ons: (open account, mod)
1686
1687Select more Add-ons: 
1688**Caller ID Block $0.00
1689This feature in EDGE disables the outgoing caller ID. This will prevent the customer's information from displaying for caller ID purposes. The caller-ID will show as "Private Number" on all outgoing calls.
1690Customers can also block their Caller ID without the feature and on a call by call basis. They can do this by dialing *67 on their phone, plus the 10-digit phone number they are calling to.
1691
1692**Scam ID Off $0.00
1693With Scam ID customers instantly see when calls come in from known scammers (identified as "Scam Likely" on the Caller ID.) Only T-Mobile/Metro by T-Mobile has built this protection right into the network, and it works automatically on all phones with Caller ID. There’s nothing to install and Scam ID is automatically enabled in all plans at no additional charge.
1694To enable Scam ID, dial #664#
1695To disable* Scam ID, dial #634#
1696*If Scam Block is enabled, the customer must first disable Scam Block before disabling Scam ID.
1697
1698**Scam Block $0.00
1699With Scam Block, all "Scam Likely" calls from known scammers are blocked and will not reach a customer's phone. If a customer prefers never to be bothered by likely scam calls, they can simply turn on Scam Block by dialing #662# and Metro by T-Mobile will terminate the call before it ever reaches the customer's phone.
1700
1701**Call Deatail $1
1702This feature allows customers to see the Call Details for the phone it is added to. Outgoing calls will display the number called by the customer and the length of the call. Incoming calls will show the customers phone number and length of the call.
1703
1704**Name ID $2
1705name iD gives customer the ability to identify incoming callers, block any unwanted call as well as automatically block all known scam callers. In addition, name iD will immediately alert them when a telemarketer or debt collector is calling.   Along with these features, name iD provides the customer with caller ID and reverse number lookup.
1706
1707**Lookout Mobile Security $3
1708Lookout Security & Antivirus offers top-notch protection against mobile threats, phone loss and theft. 
1709With a registered email, customers will be able to log into Lookout.com to locate their phone, view their backed up data and manage their devices, anytime, anywhere.
1710
1711**Select Shared Calling $3
1712Select Shared Calling gives customers 300 minutes to call select shared calling numbers like chat lines, conference call lines, and radio broadcast numbers.
1713
1714**Caller Tuners Ringback Tone Pkg $5
1715CallerTunes powered by LISTEN – lets callers hear a song or status message whenever they call. These are different from ringtones. A ringtone is what you would hear when someone calls you, while a CallerTunes is what the caller would hear when they call you.
1716
1717
1718
1719**Monthly Re-occurring Extra 1GB $5
1720For just $5, 1GB of Data adds one additional gigabyte of data to the customers data plan allotment at up to 4G LTE speeds.
1721This service is for customers who routinely exceed their monthly data allotment, but do not need the extra data offered on the next higher price plan 
1722
1723**Mexico Landline Calling Only $5
1724Allows customers unlimited calls to landline phones in Mexico and unlimited texting to participating Mexico cell phone providers.
1725
1726**Value Bundle $5
1727Value Bundle includes 5 great services for only $5. The features included in the Value Bundle are the following:
1728-Call Forwarding: Forward calls from your cell phone to any local number.
1729-International Text Messaging: Send text messages across the globe.
1730-name iD: Manage calls better by seeing the caller's name and phone number before answering, and supporting blocking services against unwanted calls.
1731-Unlimited Directory Assistance: Unlimited calls to directory assistance for business and residential listings in the U.S., Canada and Puerto Rico. 
1732-Voicemail to Text: Converts your voicemails to texts and delivers them straight to your phone or email.
1733
1734**PHP Program (INS $3 LKO $3) $6
1735The Premium Handset Protection program provides comprehensive mobile device protection. Customer's devices will be covered against loss, theft, accidental damage (including water damage) and out-of-warranty malfunction. 
1736Premium Handset Protection can only be added within seven days from the date of activation of a new Metro by T-Mobile device, or upgrade to a new Metro by T-Mobile device. If customers not to enroll at the day of activation, they can visit a retail store or call Customer Care within 7 days to have Premium Handset Protection added.
1737
1738**HD Video $10
1739HD Video gives customer the ability to stream video at up to 720p resolution.   By default, Data Maximizer is included in all customer price plans.  This causes all streaming video played over the cellular network to display at DVD quality video (480p) on their mobile device
1740To DISABLE Data Maximizer, the customer must add the service HD Video to their individual phone number.   
1741
1742**100 Global Voice Minutes $10
1743100 minutes calling to landline or mobile phone numbers in 10 countries like: 
1744Honduras, Guatemala, El Salvador, and more!
1745Unlimited International Text Messaging is supported only to countries available through this specific product.
1746This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
1747Global Voice 100 cannot be combined with Global Voice 100 Plus
1748
1749**Global Voice Unlimited $10
1750Unlimited calling to landline or mobile phone numbers in 12 countries like: 
1751India, Colombia, Peru, Brazil. and more!
1752Unlimited International Text Messaging is supported only to the countries available through this specific product.
1753$10 charge is due immediately.
1754This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
1755Countries Supported by Global Voice
1756Below is a summary of countries supported by Global Voice products: 50, 100, 200, Unlimited Landline, and Unlimited Mobile and Landline.  For the most current and complete listing of supported countries, see the Coverage Finder on the Metro by T-Mobile website.  See the following images for instructions.
1757
1758**Global Voice UNL Landline $10
1759This service is only compatible with all other Global Voice products, as well as Mexico/Canada Unlimited, and World Calling.
1760Note:
1761Unlimited International Text Messaging is not included in this product.
1762Countries Supported by Global Voice
1763Below is a summary of countries supported by Global Voice products: 50, 100, 200, Unlimited Landline, and Unlimited Mobile and Landline.  For the most current and complete listing of supported countries, see the Coverage Finder on the Metro by T-Mobile website.  See the following images for instructions.
1764
1765**Napster Unlimited Music $10
1766This service is no longer supported by Metro by T-Mobile as of December 2018.
1767Napster's leading streaming music services give members ad-free access to more than 32 million songs. Whether they're listening on their phone, at home, at work, or in the car, Napster goes where they go. Their expert team of editors create a curated music experience that's easy for members worldwide to gather and enjoy new original content including videos, playlists, reviews, and radio stations -- anytime and anywhere.
1768Napster customer service: Email or Live Chat ONLY
1769
1770**Select Shared Calling 1000 $10
1771$10 Select Shared Calling gives customers 1,000 minutes to call select shared calling numbers like chat lines, conference call lines, and radio broadcast numbers.