Suspend or restore accounts

Use these steps to suspend or restore an account. A suspended line limits the ability to use T-Mobile services when connected to Network or over Wi-Fi.

Suspend service

Important:

  • Do not suspend a line when the customer requests to cancel. Attempt to retain the customer and resolve any questions they may have.
  • Do not suspend a line to keep the right number of lines for a promotion Voluntary suspend options are for the specific purposes outlined in the suspend policy.    
  • See Smartphone Equality for the impacts when suspending.
  • Device Protection impacts:
    • Insurance claims cannot be submitted while in voluntary suspend except lost or stolen. 
    • For involuntarily suspended service, all claims are denied (denied claims don't count against claim limits).
    • Device Protection features are removed if a line is suspended for Seasonal or Military 30 days or longer. The feature may be re-added once resumed if the device passes a condition check.
  • T-Mobile Fiber
    • T-Mobile Fiber is not impacted by suspensions like other wireless products.
    • The only suspension impact for Fiber is involuntary suspensions.
    • Voluntary, seasonal and military suspends do not apply to Fiber. Billing would continue under these conditions.
  • Non-payment, military, and seasonal suspended accounts cannot file claims.

Guidelines

Seasonal suspension is a temporary suspend option for customers who do not plan on using their services for up to 90 days. Always ask the customer why they need to suspend and offer alternative options. 

  • Walk the customer through Suspend service: Self-Service options when they request to temporarily suspend service.
  • The full MRC is charged while in Seasonal Suspend. Exception: T-Mobile Internet AWAY and Business plans are charged a reduced $10 MRC while on Seasonal Suspend.
  • Use Seasonal suspend support: TFB for TFB support. 
  • The suspension period can be a max of two 90-day periods within 12 months, not to exceed 180 consecutive days.
    • Suspend periods can range from 1 to 90 days.
    • Individual lines and BAN level suspended lines are automatically restored at the end of the 90 day period if no alternative date is set.
    • No more than two suspends can be placed on the account, regardless of the length of time of the suspend, within the 12-month timeframe.
  • If the customer states any of the below as why they want to suspend, see the options you can offer.
Traveling domestically or overseas
  • Domestic travel - See Domestic roaming data. If they are traveling over 3 months and greater than 50% of usage, we do not want their services blocked. See Extreme Roamer Reduction support
  • International travel - We have International Roaming with great rates and available in over 215+ countries. See International Roaming
Parents want to restrict device use
  • Family Allowances feature is a great option that allows parent line to manage minutes, messages, and downloads.
  • FamilyMode lets parents monitor their family’s internet usage on both home and mobile devices using the FamilyMode app.
Vacation home
  • Customers who request to suspend due to being away at a vacation home, offer to search the address to confirm T-Mobile network coverage. Encourage the customer to use their T-Mobile service when there is adequate coverage instead of suspending the service.
Not using but want to keep for promotional offer
    • Wants to keep getting trade-in recurring device credit
      • No need to seasonally suspend the line, simply keep your line active and the trade-in recurring credits will continue to apply to the account. Do not suspend the line.
    • Wants to keep paying monthly for upgrade not accelerate to the bill
      • The EIP does not accelerate to the bill unless the entire BAN is cancelled. Customers can cancel a single line and if the BAN is still active with other subscribers the monthly recurring device charge will continue to charge monthly on the account. Do not suspend the line. Cancel the line if that is the customer’s request
    Customer wants to cancel the line, but is considering seasonally suspending the line
    • Do not suspend the line if the customer requests to cancel the line. Follow the Retention guide & cancel steps to attempt to save the customer and if they want to cancel, cancel the line. Do not use a seasonal suspend option

    Seasonal suspend steps

    Verify you are speaking to the BRP or an Authorized user before continuing:

    1. Review the number of seasonal suspends within last 12 months on the account. Only two maximum are allowed per line. Research using the memos to confirm eligibility.
    2. Confirm billing address and Can Be Reached number for use during suspend period.
    3. Check for past due delinquent balances, which must be paid to continue. If they are paid, process payment and restore account if applicable.
    4. Explain how the account is billed during the suspension.
      • The account will be billed the plan's regular monthly charge, including any data add-ons or additional features.
      • Customer will continue to receive AutoPay discount when setup on an eligible AutoPay payment method while in Seasonal Suspend.
        • The AutoPay discount will not display on the billing statement. 
        • The discount will be deducted directly from MRC without a description.
      • Suspending and restoring service is available through T Life app, SIVR and myT-Mobile.com. Seasonal Suspend is listed as a Temporary Suspend option when using self-service.
      • Consumer plans are charged full MRC. T-Mobile Internet AWAY and Business plans are charged a reduced $10 MRC while on Seasonal Suspend. 
    5. Review below advisements with customers.
      Accounts must remain current. If suspended for non-payment, restore fees may apply.

      Any Equipment Installment Program (EIP) charges will continue and JUMP! tenure will not increase.

      While suspended, you're able to keep mobile numbers, rate plan, current promotions, and make payments on My T-Mobile, call 611, and dial 911 for emergencies.

      While suspended, you can't set up call forwarding, access voicemail, or file device protection claims or any other device insurance products.

       Device protection will be removed after 30 days of suspension and insurance claims cannot be submitted once the feature is removed from the line. The feature may be re-added once resumed if the device passes a condition check.
       To keep suspended accounts current, payments can be made by AutoPay, using T Life, on My T-Mobile.com or for a payment support fee when paying with Customer Care or in a Retail store.

      Restore lines at any time by calling Care or on My T-Mobile.

      For travels, internationally, contact T-Mobile free of charge at 1-505-998-3793.
    6. Manually unpair the Data with paired DIGITS subscriber prior to suspending to prevent the cached message from being sent when the line is resumed. See Samson manually pair or unpair.
    7. Ask how long they wish to suspend, then suspend the line in Atlas or Samson (use code SSQ).
    8. Advise the customer that service is resumed automatically at the end of the 90-day suspension period.

    Guidelines

    • Do not suspend when customer wants to cancel or they don’t plan on using a line, so they can continue to receive MRC and recurring device credit promotions.
    • Customers should get a replacement or restore services within 30 days.
      • Set a follow up to verify if the customer resumed account. If not, attempt to contact them to help them order a device or with next steps.
      • Long term suspensions do not benefit customers Proactively attempt to help them so the line can be resumed, since the MRCs continue to charge while no access to service.
    • Verification by account type is required before suspending the line for lost or stolen. For highly escalated customers who are unable to verify, reach out to your Leadership for additional support.
    • Do not credit MRCs for suspended lines. The customer is responsible for getting a replacement device and resume their line within 30 days.
    • Once the device is located or has a replacement, the customer can use self-service options to restore in the SIVR and chat.

    Device replacement options

    Lost or stolen suspend steps

    1. Tell the customer they can find their device by using one of these services before suspending the line. Ask if they use FamilyWhere, Lookout Mobile Security, Find my iPhone, Samsung Find My Mobile or Android Device Manager. These services won't function without network signal.
    2. Confirm billing address and Can Be Reached number for use during suspend period.
    3. If there is a past due delinquent balance, attempt to collect or secure a payment arrangement.
      • Process payment and restore the account if applicable.
      • For customers unable to pay the balances, let them know that a non-payment suspension may override the lost/stolen suspension, resulting in a $20 restore fee per line or cancellation.
      • If the balance is paid after suspended for non-payment, lines automatically revert to lost/stolen suspend. 
    4. For accounts already ladexed or suspended, temporarily restore the line to be suspended for lost/stolen and tell the customer a $20 restore fee and taxes will be due to restore service.
      • Accounts already cancelled for non-pay and the customer is unable to pay the past due delinquent balance, attempt to collect on the balance.
    5. Review advisements below with customers:

      You're responsible for any usage on the line before reported as lost or stolen.

      Exception:CA customers aren't responsible for unauthorized charges while lost or stolen.

      Your MRC will continue to be billed for rate plans, features, or associated taxes without access to service.

      Accounts must remain current. If suspended for non-payment, restore fees may apply.

      Promotional credits for services or recurring device credits will continue to be applied to the account.

      While suspended, you're able to keep mobile numbers, rate plan, current promotions, and make payments on My T-Mobile, call 611, and dial 911 for emergencies.

      While suspended, you can't set up call forwarding or access voicemail.

      To call in to restore line, have the SIM card you wish to use for the line available to ensure line is restored properly.


    6. Manually unpair the Data with paired DIGITS subscriber prior to suspending to prevent the cached message from being sent when the line is resumed. See Samson manually pair or unpair.
    7. Suspend line in Atlas or Samson (use code ELST).
    8. Submit a request to block the stolen device's IMEI. See IMEI blocking and unblocking steps.  
    9. Review device replacement options above with customers and then memo the account.

     

    When devices have been found by a third-party

    1. Thank the caller for contacting us to return the device.
    2. Let them know that they can return the device to a direct T-Mobile location, and offer to find the closest store.
    3. Ask when they plan to return the device.
    4. Call the customer on their Can Be Reached number and inform them when and where to collect their device. If unavailable, leave a message to contact T-Mobile.
    5. Use Special Instructions or Atlas memos to note the date and location of the returned device.

    Have the verified active-duty military customer complete the military suspension in T-Life. Review Suspend service: Self-Service.

    Guidelines

    • Lines can be suspended for 39 months at a time. Lines are canceled at the end of the 39 month period if not restored or if the suspension is not manually extended due to deployment exceeding 39 months.
    • Military suspend reason is not an available option when the Active Duty Military (ADM) validation was not completed.
    • Military accounts may add a line when suspended.
    • Charges are prorated for lines suspended and restored within the same bill cycle.
    • Bill Current accounts will see a credit for the time service was suspended on the bill after service is restored.
    • Customers must specifically ask for Military suspend if they are going overseas on military duty. Do not use this suspend type if they need to temporarily suspend services for alternative reasons. 

    Military suspend steps

    1. Confirm caller is the BRP or an Authorized User. 
    2. Confirm ADM indicator is checked in Samson, Atlas, or Tapestry. If Active Duty Military field is No, the Military suspend option will not be available to select. 
      • If the BRP claims they are Active Duty but the ADM is not checked in the system, escalate to your Associate Manager for Military account escalations support.
      • See Ineligible Military Suspends for more information on the Military Suspend SMS outreach for customers who are suspended for Military but do not have the ADM status.
    3. Confirm billing address and Can Be Reached number to use during the suspend period.
    4. Check for past due delinquent balances, if there is one it must be paid to continue. Process payment and restore account if applicable.
    5. For customers, unable to pay past due delinquent balances, tell them that a non-payment suspension overrides a Military suspension.
      • If the account becomes suspended for non-payment, lines go back to active status when the past due delinquent balance is paid.
      • Military suspends must be reset if still needed.
    6. Review below advisements with customers.Accounts must remain current.

      Accounts must remain current.

      To keep suspended accounts current, payments can be made by AutoPay, through self-service using (App or MyT-Mobile.com) calling Customer Care.

      There is no MRC, taxes, fees, or suspend fees while suspended.
       Exception: For Family & pooling plans, if any lines stay active, normal MRC is charged including any AAL charges.

      EIP charges will continue and JUMP! tenure will not increase.

      Promotional service credits and device recurring credits will resume once the line/BAN is resumed. Promotional service credits and AutoPay credits (if applicable) will be prorated for the days active in the bill cycle.

      Device protection will be removed after 30 days of suspension and insurance claims cannot be submitted once the feature is removed from the line. The feature may be re-added once resumed if the device passes a condition check..

      While suspended, you're able to keep mobile numbers, rate plan, current promotions, restore or make payments on T-Life, My T-Mobile, call 611, and dial 911 for emergencies.

      While suspended, you cannot set up call forwarding or access voicemail.

      Restore lines at any time by calling Care or on My T-Mobile.

      For international travels, contact T-Mobile free of charge at 1-505-998-3793.

    7. Manually unpair the Data with paired DIGITS subscriber prior to suspending to prevent the cached message from being sent when the line is resumed. See Samson manually pair or unpair.
    8. Ask how long they wish to suspend, then suspend the line in Atlas (Care), Tapestry, or Samson - use code MSS. For suspends longer than 39 months, suspend for 39 months, the max allowed in Samson. Set a follow up to extend the suspension prior to the end of the 39 month period.
    9. Let customers know when the line will be restored to active service.

    Temporary suspensions are system-generated and placed on newly activated lines when equipment for the new line is on back-order. Do not offer to manually suspend lines under this code (TMPS). If customers request a temporary suspension, use the Seasonal suspension (SSQ).

    • This suspension prevents MRC to the account while customers wait to receive their device. Promotional service credits and AutoPay credits (if applicable) will be prorated for the days active in the bill cycle.
    • This suspension type is free and can't be added by Care.
    • Suspension is removed from lines once equipment ships.
    • Do not proactively offer to restore lines from temporary suspension.
    • Only restore subscribers from temporary suspension if the customer specifically requests restoration and they have an existing device and SIM card to use while waiting for their backordered device to ship.
    • If accidentally removed from temporary suspension, provide line info to your Associate Manager or Sr. Rep to escalate to your Customer Care Manager.
    • If these accounts are not manually restored before 90 days, it will be canceled.
    • The SIM number will update automatically; do not advise the customer to call back to update.

    Customers impacted by a natural disaster may qualify for an extended suspension (up to 180 consecutive days) to retain their mobile number if they're unable to pay for full services. Check Natural disaster & severe weather call handling to identify accounts.

    Guidelines

    • Individual consumer account types are only eligible.
    • Accounts must remain current.
    • There's no MRC, taxes, or suspend fees while suspended.
      Exception: For Family & pooling plans, if any lines stay active, normal MRC is charged.
    • Promotional service credits and AutoPay credits (if applicable) will be prorated for the days active in the bill cycle.
    • Credit any bill current accounts for the time service was suspended on the bill.

    Disaster relief suspend steps

    1. Confirm caller is the Billing Responsible Party or Authorized User.
    2. Confirm billing address and Can Be Reached number to use during suspend period.
    3. Check for past due delinquent balances. If there is one it must be paid to continue. Process payment and restore account if applicable.
    4. If unable to pay past due delinquent balance, inform that a non-payment suspension overrides a disaster suspend. If suspended for non-payment, lines go back to active status once past due delinquent balance is paid, and the disaster relief suspension must be reset if still needed.
    5. Review below advisements with customers.

      EIP charges will continue and JUMP! tenure won't increase.

      While suspended, you're able to keep mobile numbers, rate plan, current promotions, restore/make payments on My T-Mobile, call 611, and dial 911 for emergencies.

      While suspended, you can't set up call forwarding or access voicemail.

      To keep suspended accounts current, payments can be made by AutoPay, calling Customer Care, or My T-Mobile.

      Restore lines at any time through self-service on My T-Mobile, T Life or with assistance by Customer Care or in a Retail store.

    6. Manually unpair the Data with paired DIGITS subscriber prior to suspending to prevent the cached message from being sent when the line is resumed. Review Samson manually pair or unpair.
    7. Ask how long they wish to suspend (up to 180 consecutive days), then work with an Associate Manager or above to suspend the line in Atlas or Samson using code ERSU.
    8. Let customers know when the line will be restored to active service. If customer requests to cancel, use ERSU cancellation code.

     

    For more information about involuntary suspensions, follow Ladex/suspend/cancel for non-payment.

    Restore service

    1. Verify the caller is either the BRP or Authorized User.
      • Consumer: Check for past due delinquent balances, if there is one, attempt to collect. Process payment which includes any additional fees, such as restoration fees, and restore account if applicable.
      • Business and Government: Check Past due delinquent accounts to figure out if a payment is needed.
    2. If the account was suspended due to lost or stolen, verify that SIM number is current and that IMEI is not blocked.
    3. Immediately restore account using code CR in Atlas or Samson, or schedule future-dated restore. Manually restoring accounts removes all previously set future-dated restores.
    4. Confirm Billing Address and Contact Number.
    5. Remove any voluntary future-dated cancellation if applicable.
    6. Check if the IMEI was blocked and remove block if needed.
    7. Let customers know that service may take up to two hours to be fully restored and that they may receive an over-the-air message to add self-help codes to their phone book.
    8. If customers are using DIGITS, they must re-add their T-Mobile ID to the line in the DIGITS portal, see Manage DIGITS on My T-Mobile / MyDIGITS portal.

    To restore involuntary suspensions, follow Ladex/suspend/cancel for non-payment.

    Temporary suspensions are system-generated and placed on newly activated lines when equipment for the new line is on backorder.

    Important: Do not proactively offer to restore lines from temporary suspension.

    • This suspension prevents MRC to the account while customers wait to receive their device. Restoration resumes MRC charges. Promotional service credits and AutoPay credits (if applicable) will be prorated for the days active in the bill cycle.
    • Only restore subscribers from temporary suspension if the customer specifically requests to restore and they have an existing device and SIM card to use while waiting for their back ordered device to ship.
    • Subscribers can be restored one at a time, so if multiple subscribers are on temporary suspend, and the customer only wants some to restore, we can accommodate this request.
    • If you accidentally remove a line from temporary suspension, provide line information to your Associate Managere or Sr. Rep to escalate to your Customer Care Manager.
    1. Verify the caller is either the BRP or Authorized User.
    2. Verify that the customer has an existing device and SIM card to use while waiting for their back ordered device to ship. Before restoring, confirm the customer is in possession of the SIM card as they will need to provide it immediately after the account is restored.
    3. Review these advisements with customers.
      • Upon restoring, customers are responsible for MRC, even though they haven’t received the device they ordered because of backorder.
      • Prorated charges appear if suspended or restored within the same bill cycle or less than a full bill cycle.
    4. Restore using code CR in Atlas or Samson.
    5. Update the SIM card with the SIM card number, provided by the customer for each restored subscriber.
    6. Confirm billing address and contact number.
    7. Let customers know that service may take up to two hours to be fully restored and that they may receive an over-the-air message to add self-help codes to their phone book.