Activate an add-on line: Activations

Latest page updates

June 25, 2019: Updated the Delinquent account status in Check eligibility.

November 28, 2018: Added a step to send a One Time PIN to Check eligibility.

An add-on activation is when a customer with an existing account wants to add one or more subscribers
to the account.

On this page:

Check eligibility

Create a subscriber

Credit Class O error

Requests from Business Direct

Check eligibility

The first step of activating an add-on line is verifying the customer's identity and checking their eligibility.

Verify the caller is the billing responsible party (BRP), an authorized user (AU), or an authorized sales rep.

Send a One Time PIN (OTP). Exception: Activations when assisting Retail with add a lines, there is a
known system issue posted in C2, and the customer can't get the OTP, work with your Coach to bypass
the account and complete the AAL.

For port-in requests, tell customers they have to give us the PIN or password on the account with their
current service provider.

Ask if the customer has a mobile device and SIM card. They have to buy them before continuing with
activation.

Consumer has SIM/device: To activate over the phone, transfer to Activations.

Consumer doesn't have SIM/device: Order a SIM/device through Atlas, or refer the customer to a Retail
store, 1-800-T-Mobile, or T-Mobile.com.

Business, Government (excluding Federal), MCSA has SIM/device: To activate over the phone, transfer to
Business Care.

Business, Government (excluding Federal), MCSA does not have SIM/device: Refer the customer to a
Retail store, Sales rep or T-Mobile for Business Virtual Retail.

Business wants 20+ new lines:

Search using the customer's social security number (SSN) in Samson to find existing accounts. If you find

Account that is cancelled: Resume any lines cancelled less than 90 days ago before approving an add-on.
Do not re-activate lines cancelled for buyer's remorse.

Open BAN with no active lines: Close it as no install. Don't use it. A new credit application is required if
the existing application is more than 30 days old.

Delinquent account: The account must be current, payment for the past-due balance complete, and no
active Payment Arrangement before activating any other line of service.

Voluntary suspension:

Lost or stolen: Restore the suspended lines before approving an add-on.

Military: A single line account needs to be restored before approving an add-on. If a single line on a
multi-line account that is suspended, follow standard add-on procedures.

Seasonal: See suspend fees on Suspend or restore accounts.

Reserved subscribers: Count any subscribers set for future-dated activation against the customer's total
number of active subscribers.

Extreme Roamer Reduction (ERR) account: The customer is not eligible to add a line to any account.

Special account types:

Consumer credit and activations does not handle add-on requests for Special-Dealer, Special-Company
use and Special-Test phones, or Special-Contractor accounts.

Consumer Credit and Activations can handle add-on requests for Special-Employee and Special-Non Tmo
Employee accounts.

When performing add-ons for retail accounts, do not count the number of special account lines when
considering an add-on.

To check the customer's credit eligibility:

On all BANs under the SSN, consider the total number of lines (active, suspended, and future-dated
activations) before approving an add-on.

Find the customer's tenure with T-Mobile using their oldest BAN.
Based on the consumer credit classes, determine the customer's line limit and any tenure or deposit
requirements.

Change the approved number of subscribers in Samson, and update deposit requirements.

Do not change credit class.

Memo the approval and deposit on the account.

If the customer is eligible for a new line without deposit, Sales cannot activate it. Transfer to Customer
Care to activate and override the deposit requirements.

Continue to Create a subscriber.

Create a subscriber

After checking eligibility and line limits, you can activate a new add-on line.

If a deposit is needed, review all the lines the customer wants to add. Start by creating subscribers with a
discount or EIP that need a Regular Deposit, before any lines with full cost device purchases and a Rate
Plan Only Deposit.

If porting a number, perform the port-in requests first.

If a customer is requesting Puerto Rico and domestic NPA-NXX to go on the same BAN, tell them it is not
possible. Create a separate BAN for each.

If adding a new BAN level plan, add it and backdate it before activating the subscriber.

If the customer purchased their equipment from Care, Telesales, or T-Mobile.com and received their
equipment before being activated, find their order before activating:

Search for the customer's SSN in Samson to find a tentative/active account.

Check the memos to find why activation failed.

On T-Mobile.com, click Check order status at the bottom of the screen.

Enter the order number and ZIP code. The order number is on the packing slip that came with the
equipment.

Click Continue.

Verify the name and address with the customer, to make sure it is the right order.

Check for promotions and activation fees. If there is no activation fee, waive the fee during your
activation.
Use as much information from the order as you can during the following steps.

Activate / create a new subscriber in Samson.

For add-ons with device orders:

In Atlas or the handset order, click Confirm Order. Give order expectations.

Tell customers to check order status on www.T-Mobile.com/orderstatus

Note the account with:

Sales rep's first name and last initial

Dealer code

TOGA CRID

Rate plan

Activation fee (when applicable)

Prorate start/end date and appearance on first bill.

Promotion

Deposit waived Yes or No

Any additional information (such as added Authorized User if applicable)

Review the following information with the sales rep or customer:

New MSISDN

Selected rate plan, with promotions

EIP payment schedule and end date, if applicable

Contract length, if applicable

Prorated start/end date, and the bill cycle

If a system notification appears of auto enrollment in paperless billing, read all the advisements before
continuing.

Timeline for activation is 2 hours, and the Porting timeframes.

If you created a new individual BAN to separate this subscriber from a pooling BAN, explain that:
Each BAN will be billed separately, and they may have different due dates. Always try to match the bill
due date on each BAN.

The new BAN will be on Bill Current billing.

For an employee account, tell the customer to assign the Billing Responsible Party on My T-Mobile. This
is needed to get the correct discount.

Credit Class O error

Credit Class R customers were moved to Credit Class O, and some of these accounts already had more
than 5 lines. Class O is limited to 5. When attempting reactivate a cancelled line, this error appears:
'Customer has already used the number of available lines.'

Check memos to see if the customer was previously Credit Class R.

If it was Class R:

Activations: Escalate to your Coach.

All other teams: Transfer to Activations.

Coaches:

Verify the Credit Class was R.

Change the credit class to C.

Reactivate the line.

Memo the account.

Requests from Business Direct

Business Direct supports direct marketing campaigns in the NSA, GB, and VAR channels. They may call
Business Credit to add a line to an MCSA Employee Liable account.

Verify the customer submitting the request is authorized to add a line to the MCSA account.

Help the rep with the add-on approval. Follow steps above.
Review credit class, and check if the customer qualifies for an add-on.

Tell business Direct if the add-on is approved or denied. If the account is not attached to the business
node, tell them if the add-on is approved or denied.

Add a note in Samson with the recommendation.

Business Direct helps customers using the information you gave and explains the migration process.