Unhotline:

Adv cx we do not support extension of service

Adv cx to downgrade the plan
cx agreed/ cx declined
Adv cx to change billing cycle
Adv cx can give one time courtesy for up to 48hours and to pay by the bill with
in the time frame
Cx understood
Created a CASE Id:
Adv cxcustomer service is on
Adv of up to 2 hours provisioning time
Adv cx amount due :$
Adv cx MRC: $
Adv cx sms change
Adv cx call back 1 888 863 8768
Adv cx to test the service
Cx said its working
************************************************
ESN Change:
If LOST:
Adv cx offer the high security
Cx agreed
Adv cx the mobile insurance
Cx agreed
Adc cx in case the phone disconnected provide ASURION number 1 866-862-3397
Adv cx transfer to ASURION
Old IMEI
Old sim #New IMEI
New sim #Educ cx where to find IMEI
Offer PHP
Cx agreed
Cx declined old phone/ not previously insured
adv cx changed the device
adv cx plan - $
adv cx featuresAdv cx MRC- $
Adv cx amount due - $
Adv cx 2 hours provisioning time
Adv cx test a call
Adv cx dial your phone number that routed to vm
Adv cx last 4 digit MDN pass for vm
Adv cx sms change
Adv cx call back 1 888 863 8768
****************************************
Network Device Refresh:
Adv
Adv
Adv
Adv

cx
cx
cx
cx

2 hours provisioning time

vm pass reset
vm msg will be deleted
vm pass the last 4 digit of MDN

Adv cx can personalize the pass following the voice prompt

Cx okay and understood
Adv cx call back 1 888 863 8768
Adv cx sms
*****************************************
Make a Payment:
Blind Payment
Adv cx $3 pcf or (metropcs.com or myaccount for free)
Cx agreed
Adv cx if acc suspended the payment is less the acc will still be suspended
Adv cx excess payment will be applied to the next month bill
Adv cx email confirmation
Adv cx total payment - $
Adv cx MRC - $
Provide confirmation code
Adv cx to keep it for future reference
Adv cx sms for change
Adv cx posting time 15mins
2 hours
******************************************
RAD/BCR:
Adv cx $5 + applicable taxes and fees
Adv cx old due date:
Adv cx new billing due date:
Processed payment for a total of: $
Adv cx MRC: $
Adv cx sms:
Adv cx call back 1 888 863 8768
Adv cx $3 pcf
Cx agreed / cx declined
*****************************************
MDN Change:
Offer the metro block it ($1)
Adv cx upfront payment of $12 + applicable taxes and fees
Adv cx we can still change mdn and do cash payment at store
Adv cx if no payment made within the day, services will be suspended
Cx requested area code:
From:
To:
Cx requested prefix:
From:
To:
Cx calling from phone
Adv cx call might be disc
Adv cx dial #686# to get the new MDN
Adv cx vm pass will be reset
Adv cx 4 last digit MDN default pass for vm
Adv cx sms change
Old MND:
New MDN:
Adv cx amount due: $

Adv cx MRC: $
Call disc
*****************************
CANCELLATION
Who:
Why: Cancel Account - (reason)
What:
MDN:
Verified over 90 days
adv cx call back number 1 888 863 8768
Transferred to CAT
Who:
Why: Cancel Account - (reason)
What:
MDN:
Verified under 90 days
Adv loss of MDN and first month's bill due immed on reactivatoin
Adv loss of expired rate plan not able to get plan back * if cx has expired plan
*
Adv account has been cancelled
Who:
Why: Cancel a line
What:
MDN:
Verified line being cancelled MDN:
Adv loss of mdn and first month's bill due immed on react.
Adv loss of family plan discount
Adv loss of expired rate plan not able to get plan back
Adv line has been cancelled
Old plan:
New plan:
Adv SMS change
Adv new MRC $ and next bill
***************************
MOVE SUBSCRIBER
Who:
Why: move subscriber MDN:
What:
Adv first month's bill due immed and $3.00 payment fee
Adv loss of family plan discount
Adv MDN moved
From account #
to account #
Adv new MRC : $
Adv cx amount due: $
New account information
Adv
Adv
Adv
Adv
Adv
Adv

network device refresh

cx vm pass might be reset
cx vm msg might be deleted
cx might take up to 2hrs for the phone to be working
cx can try to make a test call
cx dial your phone number that routed to vm

Adv
Adv
Adv
Adv
Adv

cx last 4 digit MDN pass for vm

cx sms change
cx call back 1 888 863 8768
due immed
new MRC$

***************************
NEW ACTIVATION/REACT
Adv cx the upfront payment of the plan bill
Adv $3.00 fee
adv cx Ts and Cs
IMEI #
Plan:
edu cx on features and data on plan.
Offered Php
educated customer can have it within 24hours of activating the phone
and can no longer have it after
or Cx phone didn t have insurance under this name previously so isn t eligible for i
nsurance
Adv VM password last 4 of MDN
Offered autopay cx declined
Adv due immed $
Adv next bill
Cx paid $ conf#
Adv payment txt
Offered conf# (declined/provided)
Adv welcome txt (new account)
Adv of 2 hr provisioning on GSM
Gave the new MDN:
adv cx call back 1 888 863 8768
***************************
ADD A LINE
Who:
Why: Add a Line
What:
MDN:
Adv cx that the first month bill is due on completion of activation
Adv $3.00 pcf
Adv cx will have the basic FAM plan for $5 discount each line
IMEI:
Plan:
Educated cx of plan to use
Offered Php educated customer can have it within 24hours of activating the phone
and can no longer have it after
Cx phone didn t have insurance under this name previously so isn t eligible for insu
rance
adv cx change plan to family plan
Adv due immed $
Adv next bill

Adv
Adv
Adv
Adv

new mrc $
cx total payment is for $
SMS change
of 2 hr provisioning on GSM

**********************************
Change pin to High Sec
Adv cx can t access the account through pin
Adv cx can t access the my account through pin
Adv cx we can t send text msg to the phone
*****************************
SUSPEND A LINE
Who:
Why: Suspend a line - (reason)
What:
MDN:
Adv cx still responsible for bill under suspension
Cx understood
Adv next bill $
Adv cx MRC: $
Adv can call anytime to reactivate the line
Adv cx call back 1 888 863 8768
SMS change (if multiple line)
LOST /STOLEN:
Who:
Why: Suspend a line due to lost/stolen phone
What:
MDN:
Adv cx still responsible for bill under suspension
Cx understood
Adv cx can call anytime to reactivate the line
Adv cx call back 1 888 863 8768
Adv next bill $
Adv cx MRC: $
Offered to change PIN to high-sec (cx accepted/declined)
SMS change (if multiple line)
Checked account if has Php
Offered deductible for $ - cx agreed/declined
Gave the Asurion number: 866-862-3397
Transferred to Asurion
**********************************
CASE PROCESS
Who:
Why: Made payment but phone is still off
What:
MDN:
accnt is sus due to nonpayment of $
cx made payment through (IVR/STORE/CSR) for a total of $ last (date of payment)
asked for the confirmation code
cx gave it as:
CREATED A CASE
adv cx it'll take up to 5 business days to confirm a payment during this time th
e services will be restored

provided the case id # :

adv cx that services is restored
*********************
Troubleshooting
Adv cx coverage area
Adv cx data usage Adv cx mobile data must be on
Adv cx airplane mode must be off
Adv cx wifi must be off
Adv cx network device refresh
Adv cx 2 hours provisioning time
Adv cx vm pass reset
Adv cx vm msg will be deleted
Adv cx vm pass the last 4 digit of MDN
Adv cx can personalize the pass following the voice prompt
Cx okay and understood
Adv cx call back 1 888 863 8768
Adv cx sms

http://www.phonescoop.com/
http://www.cnet.com/topics/phones/how-to/
http://www.samsung.com/us/support/
http://www.geek.com/category/mobile/