MetroUpdates

03/10/2018
Subject: Executive Summary discussion points for week of 03/10/2018
From: Daniel Chamberlain

Edge > Extensions Change Coming March 15th!!

Starting March 15th, Metro-provided extensions (unhotline cases) will change. See below for details:

How many extensions will customers get?

ONE per month.

How long will customer have to pay their bill?

72 hours (3 days)

What service will customers get?

Calling and Text only.

Will customers get access to data?

NO. advise customers requesting extensions to use their phone’s Wi-Fi to connect to a local Wi-Fi network.

This notice is currently playing in the IVR for all customers requesting extensions.

Note:

If the customer has an Unhotline case opened prior to March 15th, they will have to wait 30 days after its submission date to submit another Unhotline Case.
If the customer already has a case submitted, they will not be able to issue the customer an Unhotline extension.
Edge will allow 2 cases per month for the following group of case types: Mailed in Payment, Authorized Payment Center, IVR Expresspay.
If the customer already has 2 cases submitted on their account within a 30 day period, they will not be able to create a case for any other group of case types.

Edge > Promotional Offers > Updates and Reminders

Starting March 12th, we are announcing new promotions! See below for details!

Offers Starting March 12th

Port-in $100 IR on Android phones effective 3/12; No Rate Plan requirement
Port-in $50 IR on iPhones effective 3/12; No Rate Plan requirement

Offers Continuing

The New Line/AAL $50 IR will continue as is (clock does not reset)
4 for $100 / 3 for $90 Unlimited LTE offer
Promotional $60 Unlimited LTE with Amazon Prime offer (4 for $120; $30 per line with Amazon Prime)

Offers Ending March 11th

$150 Switcher – All Phones Instant Rebate
$200 Switcher – LG Q7+ Instant Rebate
$100 New Line – LG K30 Instant Rebate

Amazon Prime Reminder

4 for $120 Amazon Prime Coupon Code

It has been observed that the Amazon Prime feature (AMZPRM) is not being properly added to customer accounts activated on the promotional $60 Unlimited LTE plan (4 for $120/$30 per line w/ Amazon Prime), causing customers to be unable to take advantage of the Amazon Prime benefits.

Amazon Prime is not automatically included in the promotional $60 Unlimited LTE Plan (4X120L1 / 4X120L2 / 4X120L3 / 4X120L4). Agents must add the $0 Amazon Prime bolt-on to one line activated on the promotional $60 Unlimited LTE Plan SOCs for the customer to receive the benefits of Amazon Prime that is part of the $60 rate plan. Please note that only one (1) coupon code is allowed per account.

MetroSMART Ride Update

We have updated the activation code sent to MetroSMART Ride devices from a 10-digit number to a 6-digit number (796287). The purpose for this change is to enhance the customer experience receiving the activation code sent via text message.

03/03/2018
Subject: Executive Summary discussion points for week of 03/03/2018
From: Daniel Chamberlain

Data Network Prioritization

As a reminder, Data Network Prioritization is required training for all Metro Agents.

All new hires must complete the training and pass the Data Network Prioritization quiz on Firebu.
Annually, all agents on the production floor must be re-trained and successfully pass the Data Network Prioritization quiz on Firebu.
All sites should plan to have their agents recertified (trained and passed the quiz) by April 15th.

Edge > Extensions Change Coming March 15th!!

Starting March 15th, Metro-provided extensions (unhotline cases) will change. See below for details:

How many extensions will customers get?

ONE per month.

How long will customer have to pay their bill?

72 hours (3 days)

What service will customers get?

Calling and Text only.

Will customers get access to data?

NO. advise customers requesting extensions to use their phone’s Wi-Fi to connect to a local Wi-Fi network.

This notice is currently playing in the IVR for all customers requesting extensions.

New Phones Coming! The Samsung Galaxy S10e and S10+!

We are launching the Samsung Galaxy S10e and S10+ on March 8th! See below for an introduction to the phones!

Samsung Galaxy S10e
Samsung Galaxy S10e is the sleekest in size, packed with power. An incredible, intelligent camera and totally

reimagined interface do more in less space, with a smarter battery that’s big enough to share.

Samsung Galaxy S10+
Premium experience that exceeds any and all expectations. A ridiculously powerful camera, intelligent battery and an

immersive screen in a slim, balanced form. Samsung Galaxy S10+ takes your Galaxy to the next level.

Look out for details on these awesome phones!

Off-Network Usage: International and Domestic Roaming

We are sending reminders to customer who are roaming off-network outside of our terms and conditions. These reminders are being sent to customers who have used our services predominantly off of the T-Mobile network. When customers call, advise them that the text message they received is valid, and refer the customer to the T&Cs located on the Metro by T-Mobile website, which states:

"Your wireless device may connect to another provider's network ("Off-Net") even when you are within our service area. Our Services and Rate Plans are designed for you to use your Service each month predominantly using our networks. You must use your wireless device predominantly within the Metro by T-Mobile owned network coverage area."

02/24/2018
Subject: Executive Summary discussion points for week of 02/24/2018
From: Daniel Chamberlain

Edge > End of Month Suspensions Handling

Due to the short month, we are modifying how we are handling customer suspensions. Customers whose Anniversary Date falls on the 28th will be subject to suspension on February 28th

Customers whose Anniversary Date falls on the 29th will be subject to suspension on March 2nd
Customers whose Anniversary Date falls on the 30th will be subject to suspension on March 3rd
Customers whose Anniversary Date falls on the 1st, 2nd, and 3rd will be subject to suspension on their regular Calendar Dates, business as usual.
Account suspensions are expected to be heaviest during these days, so make sure agents are ready to discuss customer billing, payments, and payment options (BCRs, plan changes, extensions).

For customers on cycles 28-30 who are paying their bill on or after the 28th of February, the easiest way to tell customers what to pay, is to give the customer the amount showing in their account’s Beginning Balance under their Current Bill Cycle in Financial Overview.

Look for additional communications and training on Suspensions Handling this week.

Edge > Extensions Change Coming March 15th!!

Starting March 15th, Metro-provided extensions (unhotline cases) will change. See below for details:

How many extensions will customers get?

ONE per month.

How long will customer have to pay their bill?

72 hours (3 days)

What service will customers get?

Calling and Text only.

Will customers get access to data?

NO. advise customers requesting extensions to use their phone’s Wi-Fi to connect to a local Wi-Fi network.

This notice is currently playing in the IVR for all customers requesting extensions.

MetroCare Promotions Business Rules

As a reminder, we are running the following promotions for this quarter:

(Port In) $200 Switcher Instant Rebate on the LG Q7+
(Port In) $150 Switcher Instant Rebate on all phones except LG Q7+
(New Line) $50 Instant Rebate on new line activations and add lines
(Amazon Prime) $30 per line when adding service to customer accounts (Note: only one line gets Amazon Prime)
4 for $100 FOR ALL. (Note: do not use the 1UNL50 or 2UNL80 plan.)
*new* (New Line) $100 Instant Rebate when activating on the $50 or $60 plan.

For complete details, see the Tax Time Promo Business Rules on MetroCare.

Grand Central is coming!

Training for Grand Central should be under way! A few reminders:

Users can log into Grand Central using their NetCare logins.
When documenting accounts, make sure the indicate which ticketing tool that the agent used to create the ticket. (Grand Central, NetCare, or ESP).
Users can access Grand Central from MetroCare at Tools > Agent Essentials > Ticketing – Grand Central.
All Vendors should complete training and transitioning their sites to Grand Central by March 15th.

Training Material for Grand Central can be found in MetroCare under Training > Operational Support Systems > Ticketing - Grand Central

02/17/2018
Subject: Executive Summary discussion points for week of 02/17/2018
From: Daniel Chamberlain

Edge > IOT (MetroSMART Ride) Device System Updates

Starting Wednesday, February 20th, we will launch the following enhancements in Edge:

When activating an IOT device, like MetroSMART Ride, agents will see a new icon in the Configure and Activation Summary screen.

On the Customer 360 screen agents will see a new icon that indicates the device is an IOT device, like MetroSMART Ride.

IOT devices like MetroSMART Ride will no longer be allowed to port in a number to that device. EDGE will display an error message and will not be able to continue when an MetroSMART Ride device is selected during a port in, "Port-In Activation not allowed with IOT Devices.”

Edge will not allow lines with MetroSMART Ride devices to change its phone number on the account. The phone number will not be clickable on the EDGE 360 screen to start a number change.

Note: Along with this update, self service channels will be restricted making changes applicable to the next bill cycle.

Edge > Extensions Change Coming March 15th!!

Starting March 15th, Metro-provided extensions (unhotline cases) will change. See below for details:

How many extensions will customers get?

ONE per month.

How long will customer have to pay their bill?

72 hours (3 days)

What service will customers get?

Calling and Text only.

Will customers get access to data?

NO. advise customers requesting extensions to use their phone’s Wi-Fi to connect to a local Wi-Fi network.

This notice is currently playing in the IVR for all customers requesting extensions.

Grand Central is coming!

Training for Grand Central should be under way! A few reminders:

Users can log into Grand Central using their NetCare logins.

When documenting accounts, make sure the indicate which ticketing tool that the agent used to create the ticket. (Grand Central, NetCare, or ESP).

Users can access Grand Central from MetroCare at Tools > Agent Essentials > Ticketing – Grand Central.

Training Material for Grand Central can be found in MetroCare under Training > Operational Support Systems > Ticketing - Grand Central

New Promotions coming!

Just in time for Tax Season, we are announcing new promotions!! The following promotional changes will occur Tuesday, February 19:

NEW! Switcher $200 IR: Available on the LG Q7+ Only; No Rate Plan requirement
NEW! New Line/AAL $50 IR: Available on all devices; No Rate Plan requirement; Limit 2
UPDATE! 4 for $100 UNL LTE Promo and 3 for $90 continues. Requires a new line of service.

CONTINUING OFFERS

Switcher $150 IR: Available on all phones except the LG Q7+; No Rate Plan requirement
Our awesome $60 Rate Plan that includes Amazon Prime, Google One and a 15GB Hotspot! (4 for $120/$30 per line with Amazon Prime)

For complete details, see the Tax Time Promo Business Rules on MetroCare.

02/10/2018
Subject: Executive Summary discussion points for week of 02/10/2018
From: Daniel Chamberlain

Edge > Account Suspensions on Hold for customers in the state of Washington

Call Center Teams,

Due to Winter Storms in Washington state, beginning Sunday, February 10th, we are holding Billing Suspensions for customers in the following Washington state regions: Seattle, Spokane, and Yakima until further notice.

See the alert on MetroCare for complete details.

Edge > DSG Access PIN and Device One-time PIN

DSG Access PIN and Device One-time PIN has Launched! See below for reminders:

The DSG Access PIN is mandatory.

Call centers cannot override it.
Dealers can generate the DSG Access PIN from the Edge Menu (3 horizontal lines button at the top-right corner of the screen)
Refer the dealer to their ASR if they cannot generate it.

The Device One-time PIN should be treated as mandatory by the agent.

Supervisors should look for excessive previous device change within the last month.
Customers calling from the South Florida market who cannot provide the one-time PIN should be referred to the store. This is due to fraud detected in the south Florida market. (This is effective for area codes: 239, 305, 561, 754, and 954).

We are still capturing survey data on these two activity types.

Agents must fill out each survey on 2 calls per hour, as appropriate.
See the Agent Surveys announcement on MetroCare for the links to the survey.

Edge > Extensions Change Coming March 15th!!

Starting March 15th, Metro-provided extensions (unhotline cases) will change. See below for details:

How many extensions will customers get?

ONE per month.

How long will customer have to pay their bill?

72 hours (3 days)

What service will customers get?

Calling and Text only.

Will customers get access to data?

NO. advise customers requesting extensions to use their phone’s Wi-Fi to connect to a local Wi-Fi network.

This notice is currently playing in the IVR for all customers requesting extensions.

Grand Central is coming!

Training for Grand Central should be under way! A few reminders:

Users can log into Grand Central using their NetCare logins.
When documenting accounts, make sure the indicate which ticketing tool that the agent used to create the ticket. (Grand Central, NetCare, or ESP).
Users can access Grand Central from MetroCare at Tools > Agent Essentials > Ticketing – Grand Central.

Training Material for Grand Central can be found in MetroCare under Training > Operational Support Systems > Ticketing - Grand Central

New Promotions coming!

Just in time for Tax Season, we are announcing new promotions!! Stay Tuned for this week’s training meeting for more details!

New Service Launched! MetroPLAY

MetroPlay has launched! MetroPlay (MPlay for short) is a free content feed powered by XUMO, a video-on-demand platform, that gives Metro customers with an LG Stylo 4 or LG Aristo 3 with the most current system software access to trending content from top publishers via short-form videos, so they can stay up to date– all in one place.

02/03/2018
Subject: Executive Summary discussion points for week of 02/03/2018
From: Daniel Chamberlain

Amazon and Google One Reminder

Before submitting incidents about Amazon and Google, check the customer’s phone lines for plan changes. Plan downgrades from the $60 plan will remove the customer’s access to Amazon Prime, and Plan downgrades from the $50 plan will completely remove the customer’s access to Google.

Edge First Week of the Month

Call Center Teams! It’s billing week! That means this is the week where most of our customers have questions about their bill, make sure to review billing training with your agents so they are ready to help our customers when they call!

Edge PIN Authenticator

Starting February 11th, we are turning on the Edge PIN Authenticator. What that means for dealers, is that they will no longer need to give DSG their Dealer Store and Code before receiving assistance.

See last week’s Training Meeting presentation for details.

Off-Network Usage: International and Domestic Roaming

We are sending out notifications to customers who are roaming predominantly off the T-Mobile network. When customers call, agents can tell the customer that the message is valid, and refer them to the terms and conditions, which states:

“Your wireless device may connect to another provider's network ("Off-Net") even when you are within our service area. Our Services and Rate Plans are designed for you to use your Service each month predominantly using our networks. You must use your wireless device predominantly within the Metro by T-Mobile owned network coverage area.”

Software Upgrade Reminder

We pushed out a software update for the MetroSMART Ride device. In included some updates to the app customer experience as well as bug fixes. As a reminder, Software updates are good for the devices and the customers overall experience with Metro. Please encourage customers to allow the software upgrade to proceed.

01/27/2018
Subject: Executive Summary discussion points for week of 01/27/2018
From: Daniel Chamberlain

Edge PIN Authenticator

Starting February 18th, we are turning on the Edge PIN Authenticator. What that means for dealers, is that they will no longer need to give DSG their Dealer Store and Code before receiving assistance.

Look for more details in this week’s training call!

Edge > Release 12.1 Is NOW!

Thanks for your support Sunday! Your contributions is critical to the success of our launch efforts! The following are enhancements that launched Sunday

New Device Restrictions - When a customer activates a new Metro by T-Mobile device, either as a new activation or an upgrade (device change), the device will be locked from performing the following activities:

Change Device/SIM, Cancel Subscriber/Account.

If the customer needs to return or change the device or cancel the line, then the customer must return to the original point of sale. No exceptions.

Waive Device Change Fee Reason Codes - EDGE will provide a new required drop down menu for agents to select a reason for waiving Device Change Fees. There are only two valid reasons for waiving the device change fee.

For complete details about this release, see the January Release Newsletter on MetroCare.

New Device! MetroSMART Hotspot!

The MetroSMART Hotspot will officially launch on Monday, January 28. The MetroSMART Hotspot™ combines premium design and powerful technology to allowseamless high-speed Wi-Fi access on the go!

See MetroCare and the Metro website for details!

New Feature Coming! MetroPLAY

We’re excited to announce the coming launch of a new free service, MetroPLAY! With MetroPLAY, customers will get easy access to FREE video content through their device!

01/20/2018
Subject: Executive Summary discussion points for week of 01/20/2018
From: Daniel Chamberlain

Account Security Alert Reminder > South Florida PIN Change

Last week, customers in South Florida were send SMS reminders to update their account PIN. Look out for calls from those customers. Let them know that:

-The message is valid

-And you can help secure their account by updating their Account PIN and Security Answer.

Customers in South Florida who did not update their account PIN will have their PIN and Security Answer changed to a random entry. When those customers call, use the Send SMS functionality to send them their Security Answer.

For complete details, see the announcement on MetroCare, Account PIN Update.

Promotions Updates!

We have TWO promotional changes to announce as follows:

iPhone 6s (32GB) goes from $149 to $199
effective Thursday, 1/17/19

Port One, Get One $150 IR
will EXPIRE
End of Day Wednesday, 1/16/19

The Switcher $150 IR and the New Line $60 offers will continue.

LG Stylo Software Updates!

Beginning January 23rd, we will roll out software updates for the LG Stylo 4. When customers call, agents can tell them the following:

-The update is valid, and will not use their data.
-The update includes important security patches.
-Should they postpone it, the update will take place automatically starting January 23rd.
-During the upgrade, calls to 911 will be unavailable.

Release 12.1 Is Coming January 26th!

January 26th, Metro will launch its first release for 2019.

This will be a full outage customer-impacting release.
Cycle 0 Testing and Launch day support will be required.
See below for site level support

Cycle 0 Support

·        Panama

·        Clark

·        Dallas (WNP only)

·        Dasmarinas

·        Tijuana

830AM Launch Support

·        All sites that are open on Sunday.

01/13/2018
Subject: Executive Summary discussion points for week of 01/13/2018
From: Daniel Chamberlain

Account PIN Update

To help encourage more secure PIN formats ---starting on 1/15/2019 EDGE will no longer allow the mm/dd/yyyy configuration. If you try to put in something that appears to be a date –you will receive an error message that the PIN is invalid.

For complete details, see the announcement on MetroCare, Account PIN Update.

Amazon and Google Registrations Reminder

Before ending the call, remember to check the customer’s Amazon and Google Partner Registration status! QA will be looking for adherence to this policy.

Metro Website Updates!

We’ve implemented the following enhancements to the Metro website! See below for details!

Anonymous Opt Out Page

To help customers opt out from marketing emails, phone and mail communication, we created a page that allows them to anonymously opt out.

Link: https://www.metropcs.com/optout

MyAccount (Change Device)

Customers have another free channel that will allow them to change their Device at no charge! Customers can now change their device through MyAccount! As a reminder, all the customer needs is their phone number and account PIN.

NOTE: High Security accounts cannot use IVR or MyAccount.

High Security – Must Provide Password accounts can call the call center to perform the device change (waive the fee since there is no free option for them).

High Security – Send to Store accounts can only be services at the Metro by T-Mobile Store or Authorized Dealer.

Link: https://www.metropcs.com/my-account

Release 12.1 Is Coming January 26th!

January 26th, Metro will launch its first release for 2019.

This will be a full outage customer-impacting release.
Cycle 0 Testing and Launch day support will be required.

Training for this release will be scheduled for the week of 01/13/19

01/06/2018
Subject: Executive Summary discussion points for week of 01/06/2018
From: Daniel Chamberlain

ALERT! New Phones Launching!

Hey guys! We’re launching new phones! Check them out below!

Samsung Galaxy J2

Launch Date: January 7th

With Samsung Galaxy J2, customers will get just what they need from a brand they trust. Shoot and share on a fun and easy camera. A long-lasting battery lets them do more on a screen that fits naturally in their hand. The simplified interface lets customers get right to what they want!

LG Aristo 3

Launch Date: January 14th

The new LG Aristo 3 delivers what customers need, anywhere they go. It features a 13MP PDAF camera to capture all of life’s important moments, and a vibrant 5" display to see their content vividly. Packed into a slim, premium design, this phone offers the processing power and speed customers need to take on the day. It has all the premium features they need without the premium price tag.

Amazon and Google Registrations Reminder

Before ending the call, remember to check the customer’s Amazon and Google Partner Registration status!

For services with an Amazon Prime plan and the Amazon Prime service is missing,

Add the Amazon Prime for UNL PROMO service

Single Line account:

Add the AMZPRM Coupon
Add the Amazon Prime for UNL PROMO service.
Send the customer the registration link from the MetroCare SMS Tool

For Multi-line accounts: only one line can have the Amazon Prime service. Follow the instructions above for the selected line the customer wants to have Amazon Prime.

ESP Incidents for Amazon and Google

We continue to observe agents submitting wrong incidents for issues that already have solutions within m∙power. As a reminder, m∙power is mandatory for troubleshooting issues with Amazon and Google. For those two services, the agent must use m∙power FIRST. Failure to follow this instruction will result in disciplinary action.

12/30/2018
Subject: Executive Summary discussion points for week of 12/30/2018
From: Daniel Chamberlain

ALERT! Promo Changes Effective January 1st

Hey guys! We are getting ready to do some BIG things in 2019! To make room for them, we are making the following changes to our existing promotions!

Note the promo clock WILL reset on 1/1/19 for these offers.

$60 New Line Instant Rebate – Limit 4 Moves to Limit 2

·         Available to new and existing accounts

·         No rate plan requirement!

·         Limit 2 per account during promo period

·         Alcatel LINKZONE and MetroSMART Ride devices are also eligible!

$150 Port One, Get Three – Now Port One Get One

Customers switching to Metro can get the switcher discount on ONE additional phone of equal or lesser value when they add lines!

·         Available to new and existing accounts

·         No rate plan requirement!

·         Limit 2 per account

Price Changes – iPhone 6s Plus and Alcatel 7

·         iPhone 6s Plus EDLP moves from $249 to $299

·         Alcatel 7 moves from $99 to $119

Continuing Offers…

$30 Per Line with Amazon Prime

4 for $100 FOR ALL!

$150 Switcher IR off ANY PHONE!

For the latest promotions Business Rules, see the Promo Business Rules spotlight on MetroCare!

California Public Participation Hearings FAQ – Metro by T-Mobile

A notification is being to all customers of T-Mobile and Sprint and their respective brands who have a California area code. When customers call asking about this notice, refer to the announcement placed on MetroCare. Click here to review the complete details on MetroCare.

Port Out Protection – Account Security Validation

Over the weekend, we began sending notices to customers about porting scams affecting the industry. This is a valid message from Metro. See the MetroCare Announcement for more info. Click here to View it. All agents must review the training and pass the quiz before their shift begins on 12/30/18.

12/16/2018
Subject: Executive Summary discussion points for week of 12/16/2018
From: Daniel Chamberlain

Amazon Prime Reminders

See below for the following Amazon Prime Reminders:

When selecting the 4X120L1 plan, agents MUST also add the AMZPRM coupon and Amazon Prime for UNL PROMO feature.

For multiline accounts, only the primary line should receive the AMZPRM coupon and Amazon Prime for UNL PROMO feature.

Google One Reminders

Currently, when customers want to switch the email address associated with their Google One account, the only way to do this is to downgrade the customer to the $40 (non-Google One) plan, wait 24 hours, and upgrade them the following day back to their previous plan. Google is working on an update to address this and plans to have one implemented by the end of the year.

ESP Incidents and NetCare Tickets

We are receiving reports that agents are submitting ESP Incidents with incomplete or insufficient information. All ESP/NetCare users are required to completely and accurately fill out Incident and ticketing information. Starting this week, we will be auditing ESP and sending feedback to the sites for coaching. Make sure all users are correctly submitting incidents/tickets. Abusers of this process will be placed on corrective action plans, up to including removal from the Metro Team.

Napster Unlimited Music Ending December 17th

Napster has ended. Customers who had the feature will have it removed from their service. They will receive their full 30-day subscription period even after the feature has been removed. Customers wanting to continue the service can sign up directly through Napster.

M∙power Troubleshooting Update

M∙power is a tool that we are continually updating. Make sure to encourage agents to use it to ensure that the customer’s problems are being addressed as quick as possible.

12/09/2018
Subject: Executive Summary discussion points for week of 12/09/2018
From: Daniel Chamberlain

Carolinas Weather Update

North and South Carolina were hit hard with the snow/ice storm.

All 46 doors in the Greenville, SC and Asheville, NC are closed due to major power outages.

All 40 doors in Greensboro, NC are closed.

29 Confirmed closed in Charlotte, 8 opening at 1:00 and 5 open.

Have not had an update on the rest of Charlotte and Raleigh. The roads are bad in Raleigh and we expect 100% closure.

As a result, we are holding account suspensions in Greenville, SC, Asheville, NC and Greensboro, NC. Do not refer customers to the store in these markets.

For updates, refer all agents to the Alerts page on MetroCare.

Device Swaps now available via *228/611/888

Device Changes are now allowed in the IVR with no fee! When customers call asking for a Device Change,

Tell the customer about the Device Change fee ($15+tax, Due Immediately).
If they don’t want to pay it, tell the customer that they can make the change themselves by dialing *228 or 611.

Note:

*228/611 Activation/Device Changes for BYOD devices will be transferred to the call center. For those activities, waive the fee.

For non-BYOD customer handsets where they tried to do the device change in the IVR, but it transferred them to an agent - waive the fee as well.

Document the customer’s choice in account memos. Below is an example agent memos.

CX AGREED TO PAY 15 DEV CHG FEE VIA CUST CARE. DUE IMMED.
CX DECLINED 15 DEV CHG FEE AND CHOSE *228/611 FOR DEV CHG.

Customers escalating because they do not want to pay the Device Change Fee should be escalated to a supervisor, not CAT. The customer’s options are:

Pay the fee.

Reverse the Device Change(s) on the account(s) and remove the fee.
If they want to port out, then give the customer the information they requested (account number and PIN).

For complete details, see the Device Change Fee Announcement on MetroCare.

Napster Unlimited Music Ending December 17th

On December 17, any customers who still have a Napster feature (MUS or MUS5), will automatically have it removed from their service. They will receive their full 30-day subscription period even after the feature has been removed. Napster is currently contacting these customers via in-app notifications & emails with options to sign up for this service directly through Napster.

Off-Network Usage: International and Domestic Roaming

Another round of messaging for subscribers who operate services predominantly off of the T-Mobile network will be sent out this week, and the appropriate accounts will be notated. This is for information only in the event a customer comes into a store inquiring about the text message. There is no direct action required of the markets other than coaching the sales rep(s) in referring the customer to the T&Cs located on the Metro by T-Mobile website, which states:

"Your wireless device may connect to another provider's network ("Off-Net") even when you are within our service area. Our Services and Rate Plans are designed for you to use your Service each month predominantly using our networks. You must use your wireless device predominantly within the Metro by T-Mobile owned network coverage area."

This announcement can be found on MetroCare under Things to Know > Off Network Usage.