Technical information

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Created May 2008
Confidential and proprietary information of T-Mobile USA
NOT FOR CUSTOMER DISTRIBUTION (Sales Only)
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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 rst •
within 48 hrs informing them the porting is started, and the second informing them when the port is com-
plete.
Do not cancel the landline service. Service on the existing line will continue to be available until the port is
•
complete. At that time the service will automatically be canceled.
If customers connect the router prior to the port being completed, they may experience partial service and •
may be unable to either make or receive calls.
DSL
Before the port is requested, customers need to contact their DSL provider to have their DSL account sepa-•
rated from their phone line. This could take up to 6 days. Failure to do this could result in their DSL and
home phone service being canceled once the port is complete.
Buyer’s Remorse
The buyer’s remorse period for T-Mobile @Home and any new service that’s activated with T-Mobile @•
Home will not begin until the port-in is completed. However, if a temporary number is activated, the buyer’s
remorse period will begin once the temporary number is activated.
Reminders
Porting may be halted if the customer is still in contract with their old service provider (OSP), owes any •
money on their OSP account, or has placed a freeze on porting with their landline provider.
Any network voicemails saved on the current home phone will be deleted once the port is completed. •
No charges are incurred until the port-in is complete unless a temporary number is activated. •
The customer’s directory listing (white pages) and directory assistance (411) may be lost when the port-in •
is complete. (Customers can contact the landline carrier and request that this information not be dropped.)
Setup
SIM Cards
Be sure the SIM card for T-Mobile @Home is inserted in Line 1 of the router and instruct the customer to •
plug their home phone into port 1.
The mobile SIM card is inserted in the mobile phone. •