Resume an account from cancel

Use these steps to check if an account is eligible to resume and to resume an account from cancel.

Things to know

  • If SIM is active less than 60 days, SIM Reuse may be submitted.  All accounts cancelled more than 60 days must have a new SIM card to resume. Don't issue a credit for the cost of the new SIM card.
  • If T-Mobile @Home service is active, Samson will enforce minimum requirements for GSM lines.
  • Sales may not resume a line from cancel.
  • When a mobile number is changed or a subscriber cancelled, Samson holds most numbers in Aging Status for up to 60 days to prevent assignment to a new customer. However, if a market is exhausted and running out of numbers, the aging time frame can be reduced to 45 days.
  • TFB Only: when entire accounts are cancelled, the BAF Ascii flag falls off. When accounts are resumed, Support Experts must re-add the BAF Ascii flag under Billing Params. Note: only when a cancel period crosses more than one billing cycle will reporting data be missing in Inseego. If the cancel/resume is within the same billing cycle and the BAF Ascii flag is added back on during resume will the customer not experience any impacts.

Eligibility Requirements

Eligible for resume

  • Accounts cancelled for non-payment, including First Payment Default, is brought current.
    • If customer paid BIF, has a handset, and a new or reused SIM card, transfer to Activations.
  • Accounts cancelled voluntarily and wishing to resume service.
  • Customers wishing to resume to port out the number.
  • Number ported out, resuming under different number.
  • Number ported out, porting back to T-Mobile (winback). See winback port-in steps.

Ineligible for resume

The following accounts are ineligible to be resumed and must start new service.

  • Cancelled more than 90 days. Transfer to Telesales to purchase a new SIM card.
  • Write-off and closed collection batch status accounts.
  • Delinquent accounts under the customer's name/social, must be made current for it to be resumed. 
  • Accounts cancelled using code not found in policy (ex: SUPA)−may be ineligible. Review account memos to check if there are restrictions on resuming account.
  • ERR cancelled accounts.

Resume an account

  1. Verify that you are speaking with the Billing Responsible Party.
    • Sales reps asking to resume line cancelled in Buyer's Remorse. Inform that they must speak to the customer to resume service.
    • Sales reps requesting to resume line inappropriately cancelled should follow the Buyer's Remorse guidelines and steps.
  2. Verify the account is current.
    • If needed, calculate & collect payment due using the formula: past due delinquent balance + Any applicable restore fees + Remaining balance after deposit repayment + Activation fee chargeback + ETF previously apply to balance = Payment due.
      Note: Not all portions of the formula may apply. Check if a deposit is due by reviewing Cancel BAN memo. If no deposit was released, no deposit is due.
  3. Check if the line can be resumed immediately:
    • Not eligible: Customer mailed payment or account canceled for returned payment−Advise customer to call back after payment posts or offer to take payment, depending on the scenario.
    • Eligible: Customer paid using walk-in payment services, at a T-Mobile sales office, or using electronic check or debit/credit card form.
  4. Manually Resume from cancellation. For retired plans, resume to old plan. Financial Care: For BAN-level plans, forward to Associate Manager for resolution−don't transfer to Care.
    • If the account was cancelled from non-pay suspension the customer is required to pay the past due delinquent balance, restore fees and taxes at time of resume.
    • If the account was cancelled for a voluntary reason, such as COR, the customer must pay the past due delinquent balance, if applicable, prior to resuming the account.
  5. Check if mobile number is available:
    • If no error is received, the previous number is available.
    • If no longer available, an error appears. See error message steps below.
    • If customer wants a new number, don't charge a fee.
  6. Tell your customer the required advisement: Once you resume service you are bound by the same terms and agreements you previously accepted at activation. This includes mandatory arbitration unless you previously opted out.
  7. Set bill expectations:
    • Bill arrears−includes prorated MRC plus any additional charges for current cycle.
    • Bill current−includes prorated MRC for days active in the cycle they resumed plus any additional charges, full MRC for next cycle, and any applicable taxes, fees, and discounts.
  8. If the customer has EIP check the device IMEI for blocking. Follow necessary steps to request the unblock.
  9. Tell the customer that it may take up to two hours for services to fully restore and that accounts resumed from non-pay cancellation may be assessed a $20/line restore fee, due at time of restoration.

Resume a Home Internet account

When resuming a Home Internet line, it's important to re-check eligibility and determine if the customer still has their gateway. See Resume T-Mobile Home Internet for additional steps.

Special scenarios

  1. From the 'Page Options, click Resume Canceled Subscriber.
  2. Confirm the effective dates of all mandatory SOCs have today's date.
  3. If not, select the Optional button (if available) and add all SOCs listed one at a time.
  4. Delete all SOCs with the old effective date, then click Resume.
  5. If account doesn't resume, other regular SOCs besides the optional SOCs may be the issue.
  6. Delete, then re-add the SOCs. If account still doesn't resume, partner with your Associate Manager to file a Service Desk Ticket.

  1. Use this script: Due to the high demand for mobile numbers, yours is no longer available and a new mobile number will need to be assigned. Your handset will be activated within 2 - 24 hours and a text message will be sent to your handset with your new mobile number.
  2. Access Atlas Forms SIM MSISDN Reuse form > MSISDN Maintenance > Resume from Cancellation.
  3. Select Request Type - Resume from Cancellation, enter this customer info, then save form: cancelled mobile number, BAN, requested NPA/NXX, current plan, new SIM number.
  4. Delinquent accounts, place a collection hold using BLDISP (billing dispute) code to prevent further collection treatment.
  5. Change hold expiration to three days from today's date.
  6. Set a follow up in Samson for three business days to prevent the hold from being released.

Indicates manual credit evaluation must be performed before subscriber can be resumed and may be caused by:

  • Add-ons activated by a sales rep using Watson.
  • Watson allows sales reps to run credit on new customers and activate accounts and add-ons.
  • When an add-on within the line limit is activated in Watson, Samson account is not automatically updated.

Customer Care

  • Place customer on hold and call Consumer Credit (Individual) or Business Credit (Business/Government).
    Important: Don't conference customers in on calls to Credit.
    Exception: For CC Z (bankruptcy) accounts resuming from non-bankruptcy cancellation (notes support bankruptcy is discharged)
  • If CRP key must be changed, contact CEC-Operations Support for assistance.

Consumer & Business Credit

  • Do not run credit on the account.
  • Update number of lines allowed to reflect number of active lines prior to cancellation.

  • If customer paid ETF and is having it credited back, ensure contracted data SOC remains on account. If device type has changed, they may select a different contracted SOC.
  • If customer paid ETF and is nothaving it credited back, contracted data SOC must be removed. Add a non-contracted version of the data add-on feature if data is still desired.
  • If customer was off-contract and no ETF was billed, remove SOC if customer no longer requires data service. Or, add non-contracted data SOC if customer requires data and no change is made to the contract.

Canceled more than 60 days

Customers must have a new SIM to resume.

Canceled less than 60 days

  1. Check if the SIM is available for SIM Reuse. If so, continue to next step. If not, customers must purchase a new SIM before line can be resumed.
  2. Access Atlas Forms SIM MSISDN Reuse form > MSISDN Maintenance > Resume from Cancellation.
  3. Complete form with requested customer info: cancelled mobile number, BAN, requested NPA/NXX, current plan, SIM number.
  4. Note contract terms in the 'Comment' field.
  5. Let customers know that the handset is activated in 2-24 hours, no activation fee is charged, previously billed ETF is credited (if applicable-must manually adjust at charge level), and the new number receives an SMS.

  • Refer to Cancelled EIP support for call handling instructions.
  • Financial Care: Transfer to Gen Care for assistance AFTER resuming the account.
    Note: A JUMP! On Demand lease cannot be reopened after it has been canceled.