MSISDN maintenance request overview

• If the account is past due delinquent refer to Past due delinquent account changes to validate if a number change can be completed.
• Once an old number back request is submitted, processing time can take up to 24 hours.
• The $15 mobile number change processing fee is not charged for number back requests.
• You will receive a free text message with the new mobile number once the request is processed.
• Your voicemail box will be deleted and all old messages will be lost.

• The SIM/MSISDN team completes the following types of account maintenance:
  • Account conversions: A customer is moving their active mobile number from one type of account to another. See Account Conversions for additional information, or Postpaid to prepaid conversions: Rebellion.
    
  • Wrong Number Change: A wrong number is changed on the account either systematically or by accident by an agent.
  • Old Number Back: A customer wants a number that they previously had, but it has been cancelled.
  • When the canceled line is on a separate BAN, the BRP must agree to release the number before the old number back request can be processed.
  • Follow Change of Responsibility (COR) - Existing customer to gain the existing BRPs' agreement to release the line.  
• Requests resulting in a single line on a pooling plan must have the rate plan changed to an individual voice plan prior to submitting the MSISDN.
• When a mobile number is changed or a subscriber is canceled, Samson holds most mobile numbers in Aging status for up to 60 days.
  • The number is held so it is not reassigned to new customers.
  • When a market is exhausted or running out of numbers, aging can be reduced to 45 days.
• For account conversions, a 6 to 15 digit password/PIN must be added to the Atlas form.
• If multiple Atlas requests are required due to the issue impacting multiple lines:
  • Note the account with all the form numbers.
  • Give the information to your coach/supervisor.
  • Coaches/supervisors: Send a SIM reuse & MSISDN maintenance escalation.

If the customer speaks Spanish, select the radial button for Spanish when submitting the request.

If the request is filed as non-Spanish (Casework team steps):

1. Look for special instructions or a memo ​saying the customer speaks Spanish.
   • No Special Instruction, make an outbound call, once confirmed that it’s a Spanish Customer continue with steps below and then WARM Transfer to Spanish.
2. Do not file PEQ for Spanish.
3. Update the existing form, do not file a separate form.
4. Change the radial button to Spanish.
5. Leave request in NEW status.
6. Change Location to Alorica Guatemala.
7. Change Assignee to Alejandro Miron.
8. Leave notes/comments in GC with template: Request assigned to Guatemala. Customer Speaks Spanish. Rep Name and ID

Wrong number changes happen when the wrong number on an account is changed either systematically or on accident by an agent during a regular mobile number or with a port-in mobile number change. When the wrong number is changed on an account follow these steps:

If you have the Billing Responsible Party (BRP) or Authorized User on the line:

1. Review and gather all the customer information including the number changed in error and number that should’ve been changed.
2. Place the customer on hold, call NTC Casework team. Do not transfer the call.
3. The Casework team will request information and work the request real-time.
4. Once you get confirmation of resolution from Casework, handle any additional account maintenance.

If the Billing Responsible Party (BRP) or Authorized User is not on the line, submit the request in Atlas using MSISDN maintenance request steps.

• Prepaid customers follow old number back procedures in Mobile number change support: Prepaid.
• The number that is being replaced must be active.
• The number that is being requested back must be cancelled.
• Check port-in eligibility to see if number is eligible.
  • Number shows eligible to port (with other carrier or Wholesale): Not eligible for old number back. New port-in request must be submitted.
  • Number shows with T-Mobile Postpaid (Not Eligible to port): Query the number to see if it’s been assigned to another customer. If it has, it is not eligible for old number back. If it has not, submit the form.
• Old number back requests are only applicable to numbers that are within T-Mobile Postpaid and/or T-Mobile Prepaid accounts only.
• Customers that transferred their number to another service provider on the T-Mobile network (Wholesale Partners) need to have a port in request submitted to bring their number back to T-Mobile.
• Review and gather all the customer information. Verify the status of the old number.
• If the number is on a different BAN, the BRP must agree to release the number.
  • Review Change of Responsibility (COR) - Existing customer to gain the BRP’s acceptance.
  • The COR memo must be present for the request to be processed.
• Place the customer on hold, call NTC Casework team. Do not transfer the call.
• The Casework team will request information and work the request real-time.
• Once you get confirmation of resolution from Casework, handle any additional account
  maintenance
• See Submit MSISDN maintenance request for additional information.

• Research and confirm the port-in went to the wrong BAN. Consider the following:
  • Customer called in requesting a number to be ported and it is showing active on a different account
  • T-Mobile error that was called in by T-Mobile representatives
  • System issue during porting process
  • Unauthorized attempts to port the number to a different BAN
• Review and gather all the customer information. Verify the status of the old number.
• Place the customer on hold. Call NTC Casework team. Do not transfer the call.
• The Casework team requests information and works the request as you speak to them.
• Once you receive confirmation of resolution from Casework, handle any additional account maintenance.
• Use Submit MSISDN maintenance request for additional information.

Only a team manager, coach, or senior representative can escalate a request to the MSISDN Maintenance Team via email. Coaches see SIM reuse & MSISDN maintenance escalations

• Standard SLA for processing these forms is 24 hours.
• Requests may be escalated prior to the 24 hours only if the following conditions apply:
  • Escalation is to resolve T-Mobile Error (WLNP Wrong Number Changed, Error changing SIM/MSISDN).
  • Highly escalated SIM reuse requests that cannot be released using SIM Status in Atlas.
  • Previously submitted requests that need to be canceled.
• SLA for escalated requests is 2 hours.

MSISDN maintenance requests steps