Created May 2008 Confidential and proprietary information of T-Mobile USA NOT FOR CUSTOMER DISTRIBUTION (Sales Only) 1
T-Mobile was the first nationwide carrier to offer unlimited nationwide calling from home using HotSpot-enabled phones. We now have a solution for customers who want to keep their landline phone—it’s called T-Mobile @ Home. For one low monthly rate, T Mobile @Home offers: Unlimited nationwide calling using a home phone True caller ID, voicemail, call waiting, and call forwarding To use T Mobile @Home, customers can simply: Switch their home phone number to T Mobile.
What Do We Call It? With the nationwide launch of our newest service, T-Mobile @Home, we are changing the way we talk about our service. Correct Name No Longer In Use T-Mobile @Home HotSpot 2.0 HotSpot II HotSpot @Home @Home 2 Talk Forever Home Phone RJ-11 HotSpot 1.0 HotSpot @Home Add-On Feature Talk Forever Mobile HotSpot 2.0 Router Wireless Router with Home Phone Connection RJ-11 Router T-Mobile @Home Wireless Router HotSpot 1.
Created May 2008 Confidential and proprietary information of T-Mobile USA NOT FOR CUSTOMER DISTRIBUTION (Sales Only) 5
How to Set Up T-Mobile @Home The Magic Is in the Router! T-Mobile @Home only works with our special wireless router (the T-Mobile @Home HiPort™) that includes two phone ports and space for two SIM cards. Customers plug a corded or cordless phone and their computer directly into the wireless router. 9-1-1 Before setting up the equipment, customers must register the physical address where the home phone service will be used or they will not be able to complete the setup process.
Step 2: Run the setup CD and follow the steps to connect the wireless router to you system 1. 2. 3. 4. 5. Insert setup CD into you computer Connect the router’s Internet port to the modem. Connect the computer to one of the four numbered Ethernet ports. Connect the power adapter to the power port and plug the other end into an outlet. Connect a standard touch-tone phone to the Phone 1 port.
Created May 2008 Confidential and proprietary information of T-Mobile USA NOT FOR CUSTOMER DISTRIBUTION (Sales Only) 9
T Mobile @Home Sales Process Checklist Connect with your customer Ask qualifying questions • Make a personal customer connection. • Perform a Personal Coverage Check (PCC).
T-Mobile @Home On-Boarding Checklist Porting a Landline Setting Customer Expectations • Porting may take up to 10 days to complete, although 80% are completed in 6 days or less. • Customers will receive two text messages on the oldest mobile number listed on the account—the first within 48 hrs informing them the porting is started, and the second informing them when the port is complete. • Do not cancel the landline service.
Router Setup • Encourage customers to use the setup CD. (Ninety percent [90%] of customers who use the CD have a successful setup experience.) • For multiple handsets that use the same home phone number, customers will need a cordless phone option (with one base station per line of service). While it is possible, T-Mobile does not support in home wiring solutions. • Use the picture on the back of the router box to explain to the customer how to connect the router to their modem and home phone.
Created May 2008 Confidential and proprietary information of T-Mobile USA NOT FOR CUSTOMER DISTRIBUTION (Sales Only) 13
Frequently Asked Questions 9-1-1 Calls: Home Address Required Question Response What is required for 9-1-1 calls? T Mobile @Home 9-1-1 calls will be handled like any other 9-1-1 phone call. It is very important that we capture your 9-1-1 address, which is the primary location where you will be placing calls. Is my address information required during the purchase of T Mobile @Home? T Mobile @Home 9-1-1 calls will be handled like any other 9-1-1 phone call.
Rate Plan Requirements Question Response What mobile rate plans are not eligible for the T Mobile @Home services? • • • • • Which T Mobile services are available? T-Mobile offers CallerTunes, so your friends and family can hear your favorite song when they call you. You will also have 4-1-1 calling and discounted calling to Canada and Mexico. As with any home phone, text messaging, picture messaging, games, ringtones, wallpaper, and t-zones are unavailable.
T Mobile @Home HiPort™ Question Response What if I already have a wireless router? The T-Mobile @Home HiPort ™ is the only router of its kind that works with the T-Mobile @ Home service. This wireless router may be connected to your existing wireless router. Will T-Mobile become my Internet service provider (ISP)? No. T-Mobile will only provide your phone service.
Answering Customer Concerns Question Response 1. There are Internet-based Fax Services which allow customers to send and receive faxes using their computer. They do not require a fax machine or a phone line. Examples of companies offering this service are eFax, MyFax, GreenFax, etc. I have a fax. You may also consider keeping your current home phone line, but change to your landline company’s “basic rate”. Though never advertised, most landline companies offer very basic calling plans.
USB to Ethernet ($59.99) USB to wireless ($29.99) Accessories for TiVo can be found on their Web site: https://www3.tivo.com/store/accessories.do You may also consider keeping your current home phone line, but change to your landline company’s “basic rate”. Though never advertised, most landline companies offer very basic calling plans. With your TiVo connected to the landline, keep your T-Mobile @Home line for all your regular calling needs. 4. I have a satellite TV (DirecTV).
7. We have a lot of power outages. Consider purchasing a Universal Power Supply (UPS), or if there are more devices that require power, a backup generator. Universal power supplies Price ranges: $30-$700 Backup power: A couple minutes to hours. Purchase location: any office supply store (e.g., Staples, Costco) How to use: plug all power cords into it, including modem, wireless router, and cordless phones. • • • • APC is an example of a UPS manufacturer.
T-Mobile @Home HiPort™ – Product & Service Guide The T-Mobile @Home HiPort™ uses your existing high-speed Internet connection to send and receive calls. Now you can get unlimited calling from home on your home phone (and your HotSpot-enabled phone – like a Blackberry Curve). The wireless router is easy to set up and allows you to configure security on your home wireless network. The target audience for this wireless router is those customers who purchase T Mobile @Home to replace their landline.
Technical Information Model WRTU54G-TM Dimensions 1.30" x 6.97" x 6.69" Unit Weight 13 oz. (0.369 kg) Power Supply External, 12V DC, 1.5A Switching Standards IEEE 802.3, IEEE 802.3u, IEEE 802.11g, IEEE 802.
Cordless Phone Product and Service Guide VTech Digital Enhanced Cordless Telecommunications (DECT) 6.0 two-handset cordless phone system with caller ID, model #TM3111-2 Although any standard touch-tone phone will work with T-Mobile @Home, DECT cordless phones provide great voice quality with the T-Mobile @Home HiPort™. Features of the VTech Cordless Phone • • • • • • • • • • • Digital Enhanced Cordless Telecommunications (DECT) 6.
Advantages over Other Cordless Phones • • • • • • • Has premium voice quality. Allows one-touch access to T-Mobile VoiceMail. Has an extended range. The phone’s battery life is more efficient. The T-Mobile Customer Care phone number is pre-programmed into the phone’s address book. Enhanced security – calls are digitized and encrypted. Much less likely to interfere with other home electronics.
Technical Specifications of the VTech Model #TM3111-2 Frequency control Crystal controlled PLL synthesizer Transmit frequency Telephone base: 1921.536-1928.448 MHz Handset: 1921.536-1928.448 MHz Channels 5 Nominal effective range Maximum power allowed by FCC and IC. Actual operating range may vary according to environmental conditions at the time of use. Size Handset: 149.7mm X 53.1mm X 36.8mm Telephone base: 101.2mm X 118.6mm X 98.5mm Charger: 88.8mm X 105.6mm X 84.5mm Weight Handset: 148.
