Mobile number changes

1. Verify account and confirm the Billing Responsible Party (BRP) or Authorized User is on the line.
2. Review account status. See Past due delinquent account changes to see if a mobile number change can be completed.
3. Inform the customer they must pay with credit or debit. 
4. Verify which mobile number the customer wants to change.
   • Coverage devices must be moved to a new subscriber before changing the mobile number.
5. Tell your customers the following based on their scenario(s):

• All customers

You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on.
You may receive a free text message stating that your previous mobile number has been unenrolled from the service. Don't worry your service carries over to the new mobile number.
Mobile number changes are completed within 2 to 4 hours.
Your voicemail box will be deleted and all old messages will be lost, so make sure to save voicemails you wish to keep.
You must set up your voicemail greeting and password again. The voicemail password will be reset to the last four digits of the new phone number.

Caller ID may take up to 72 hours to update.
After completing a mobile number change, rate plan changes cannot be backdated to the previous bill cycle.
Rateplan/feature (except for features that do not prorate) will show prorated charges in both old and new numbers
If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number.
For apps that verify using mobile number, remove two-factor authentication before changing the mobile number. 
After number change a third-party company will lose ability to send an OTP.
iMessage can take up to 24hrs to reflect mobile number changes.
Call records for the old phone number will no longer be available on My T-Mobile.

Important:

Advise the customer to update the new number on any accounts where it's used for notification, like bank accounts, social media, account verification, and notifications.

Numbers that are cancelled or changed are held by T-Mobile for 45 days (up to 60 days in some markets). After this timeframe is up, the number is released to the original carrier or returned as available in the number pool for any customer to assign.

Business & Business with SSN customers with T-Mobile for Business Help Desk (ZTCHDESK)

You must update your phone number in the TFB Help Desk app to prevent loss of functionality.

6. Confirm customer isn't calling from the mobile number being changed. If so, try to continue on a landline or different mobile number, as the call may drop as the number change takes place.

7. Collect the $15 processing fee plus taxes (including SCNC/NCC) for the mobile number change, unless the customer is eligible for processing fee waiver.

• If the customer has a valid payment method, refer them to Number change: Self Service to complete the change without a processing fee.
• If the customer does not have a valid payment method and cannot complete the change through digital, refer them to a T-Mobile store to complete payment and mobile number change.

8. Advise the customer that numbers generate randomly and we're unable to provide vanity or sequential numbers such as numbers spelling a word on keypads.

9. Change the mobile number in Atlas or Samson.

10. For primary subscriber number changes, make sure the primary line is set correctly.

11. For number changes on a POP or PA, make sure POP/PA didn't close. If closed, reset POP with same terms or work with your supervisor reset a PA.

12. Memo the reason for the number change and that all number change disclosures have been read to the customer.

Recommend completing the number change using Number change: Self Service to avoid the processing fee.

The following account types and scenarios are eligible for a waiver of the $15 plus tax processing fee:

• Unable to complete the number digitally (T-Life or My T-Mobile.com).
  • Includes HSI customers receiving unwanted messages on the Gateway. Not limited to one per calendar year. 
• Business number changes on accounts restored from temporary suspends or new end user lines
• Forced mobile number changes
• Government, Reseller, and Special Company Use Demos, Test Phones & VIP accounts
  
• Port-ins to replace a current mobile number
• Received incorrect area code or exchange (NPA-NXX) during previous number change or activation
• T-Mobile employee work-related moves−confirm an account address change occurred
• WLNP Business account number changes−completed by Business Care or Credit
• Harassing calls related to domestic violence, sexual assault, stalking, or calls for previous users of the mobile number
• All Lincare, customer-specific requests are approved via the Samson: Procedural option below.

1. Recommend completing the number change using Number change: Self Service to avoid the processing fee.

2. Check if eligible for $15 fee waiver. If not, contact Associate Manager for approval on a case by case basis. Note: Employees are ineligible for courtesy waivers outside of listed scenarios.
3. If approved for a fee waiver, complete the mobile number change using the following options:
   • Atlas: Mobile Number Maintenance
   • Samson: Procedural
4. Let the customer know that this is a one-time waiver.

•  Change mobile number: Atlas
•  Mobile number change: Samson
•  MSISDN maintenance requests
•  Number Groups (NGP) by state
•  Recurring Device Credits (RDC)