Customer advisements for NTC Casework requests

If we've received concurrence and number change/activation is scheduled today, tell the customer:

• Your port-in should complete immediately, but it can take up to two (2) hours.

If we've received concurrence and number change/activation is scheduled for a future date, tell the customer:

• Port will complete the early morning of [provide date found in request].
• Keep your service active with the current carrier during the transfer process. The service will automatically cancel once the transfer completes.

For all port-in concurrence, tell the customer:

• You'll get a text message from T-Mobile to let you know the porting process completes.
• Remember any voicemails you want to keep need to be saved or downloaded. A new voicemail box will need to be set up when the port completes.
  • Activation future date: You have until [provide date found in request] to save your messages.
  • Activation today: Are there any voicemails you need to save?
    • Yes: Wait for the customer to save the voicemails before completing the port.
    • No: Proceed to complete the port. 
  • If Customer requests more information about saving Voicemail, direct them to T-Mobile.com to save them as an MP3 File. Review Voicemail: Call, Manage, Protect & Save > Manually save messages > Save messages from My T-Mobile. Offer to send the customer Voicemail | T-Mobile Support for self-service. 
• If you're calling on the number being transferred or replaced, this call may be disconnected as we complete your request.
• We recommend powering the phone off and back on when you receive the update SMS.
• Keep your service active with the current carrier during the transfer process. The service will automatically cancel once the transfer completes.

If we've received FOC, tell the customer:

• Port will complete on XX/XX (Provide FOC Date).

If we've not received FOC, tell the customer:

• We must wait up to 4 business hours for the Other Service Provider (OSP) to respond. We will call you back within 24 hours if there are issues.

For all port-in updates accepted by the OSP, tell the customer:

• You'll get a text message from T-Mobile to let you know the porting process is complete.
• Remember any voicemails you want to keep need to be saved or downloaded. A new voicemail box will need to be set up when the port completes.
  • Received FOC: You have until XX/XX (Provide FOC Date) to save your messages.
  • Not received FOC: Are there any voicemails you need to save?
    • Yes: Wait for the customer to save the voicemails before completing the port.
    • No: Proceed to complete the port.
  • If Customer requests more information about saving Voicemail, direct them to T-Mobile.com to save them as an MP3 File. Review Voicemail: Call, Manage, Protect & Save > Manually save messages > Save messages from My T-Mobile. Offer to send the customer Voicemail | T-Mobile Support for self-service. 
• We recommend powering the phone off and back on when you receive the update SMS.

If port status is In Process and number change/activation is scheduled today, tell the customer:

• Your port-in should complete immediately, but can take up to two (2) hours.

If intraport and number change/activation is scheduled for a future date, tell the customer:

• Port will complete the early morning of XX/XX Date.
• Keep your service active with the current carrier during the transfer process. The service will automatically cancel once the transfer completes.

For all Intraport, tell the customer:

• You'll get a text message from T-Mobile to let you know the porting process completes.
• Remember any voicemails you want to keep need to be saved or downloaded. A new voicemail box will need to be set up when the port completes.
  • Future date: You have until XX/XX (the day before the port completes) to save your messages.
  • Today: Are there any voicemails you need to save?
    • Yes: Wait for the customer to save the voicemails before completing the port.
    • No: Proceed to complete the port.
  • If Customer requests more information about saving Voicemail, direct them to T-Mobile.com to save them as an MP3 File. Review Voicemail: Call, Manage, Protect & Save > Manually save messages > Save messages from My T-Mobile. Offer to send the customer Voicemail | T-Mobile Support for self-service. 
• If you're calling on the number being transferred or replaced, this call may be disconnected as we complete your request.

Tell the customer:

• You will receive a free text message with the new mobile number once the request is processed.
• Your voicemail box will be deleted and old messages will be lost. Are there any voicemails you need to save?
  • Yes: Wait for the customer to save the voicemails before completing the port.
  • No: Proceed to complete the port.
  • If Customer requests more information about saving Voicemail, direct them to T-Mobile.com to save them as an MP3 File. Review Voicemail: Call, Manage, Protect & Save > Manually save messages > Save messages from My T-Mobile. Offer to send the customer Voicemail | T-Mobile Support for self-service. 
• If you're calling on the number being transferred or replaced, this call may be disconnected as we complete your request.

Tell the customer:

• Keep the T-Mobile account and phone number active.
• Save any voicemail you want to keep. Review Voicemail: Call, Manage, Protect & Save > Manually save messages > Save messages from My T-Mobile. Offer to send the customer Voicemail | T-Mobile Support for self-service. 
• Any transferred numbers under contract are subject to an Early Termination Fee (ETF).
• If you port out mid-cycle, you are responsible for charges through the end of the billing cycle. See Port-out final bill expectations.
• Your T-Mobile account will be canceled when all lines are ported out.
• There will be a final bill after the account is closed, with your usage through the end of the bill cycle. Check out Customer Notifications for details on how we will contact you after the port out.
• You don't have to call back to cancel.
• Ask the customer if they plan to use their current device with their new carrier.
  • If yes, the device must be unlocked. Offer to send them the self-help steps through Atlas Toolkit > Messaging > search for "Unlock your mobile wireless device."
  •  If the customer needs more assistance to unlock their device, offer to transfer to Care.

For port-out requested guidelines, follow Port-out requests.

Tell the customer:

• Any remaining balance on your current prepaid account will be lost.
• To avoid losing any money, you are encouraged to use the balance and port-out at a later time - but keep the number active.
• Do not request to cancel your number.
• Provide the FAN and let the customer know that they will need to provide their Temporary Port Out PIN (TPOP).