Use this page to determine which code to use when canceling service after following appropriate steps in SAVE guide & cancel steps.
| Description | Code | When to Use |
|---|---|---|
| Billing problems - inaccuracy | BILL | Use when the customer can no longer afford the bill and/or wants to cancel due to billing issues. |
| Billing problems - late bill or formatting | BP | Bills are inconsistent, continually late, or format is too confusing. |
| Switch to competition-handset | CEQP | Use when customer cancels for a better device offer from a competitor. |
| Competitor Rate Plan | CPRC | Use when customer cancels for a better plan offer from a competitor. |
| Service Received From Care | CPSR | Use when the customer is canceling due to a poor experience in Care. |
| Service received from Sales | DPSR | Use when the customer is canceling due to a poor experience in Retail. |
| Lost or stolen equipment | ELST | Use if the customer’s device was lost/stolen and they don’t want to purchase a replacement. |
| Equipment problems | EQPT | Use if the customer is canceling due to issues with the device and they don’t want to replace. |
| Deceased Billing Responsible Party | FACD | Only use if the BRP is deceased and the survivor insists on canceling the entire account immediately. Use Deceased BRP account requests For HSI use HSI Cancellation Reason Codes |
| Moving out of T-Mobile area | FACM | Use if the customer moved to an area without T-Mobile coverage. |
| No install | FACN | Only use when a line or account has been activated WITHOUT equipment purchased and no service used AND without a customer's full or complete knowledge. Use No Install for handling. For HSI use HSI Cancellation Reason Codes |
| Coverage issues - home | HCOV | Use if the customer is experiencing coverage issues at or near their home address. Do not use HCOV for Home Internet cancellations. See Cancel and Resume: Home Internet for correct cancellation reasons. |
| Low usage | LOWU | Use when the customer says the line is no longer needed. |
| Military cancellation | MM | Use when the customer is being deployed or moving to an area without T-Mobile coverage for military purposes. See Active Duty Military account support for support. |
| MI - Too Expensive | MBBE | Use when the customer cancels an MI line due to the cost. |
| MI - Billing | MBBI | Use when the customer cancels an MI line due to billing issues or if they no longer need it. |
| MI - Part of Voice Access Account | MBBV | Use when the customer has canceled their voice line and now wants to cancel their MI service |
| MI - Unable to Connect | MBCC | Use when the customer cancels due to issues connecting devices to a hotspot via Wi-Fi. |
| MI - Change to Competitor | MBCP | Use when the customer wants to switch to a competitor. |
| MI - Coverage | MBCV | Use when the customer cancels due to coverage issues. |
| MI - Need More Data | MBND | Use when the customer cancels due to slowed speed after exceeding their plans included High-Speed Data allotment. |
| MI - Service Interruption | MBSI | Use when the customer cancels due to issues on devices connected to a hotspot via Wi-Fi. |
| Contractual Obligation | MCSA | TFB Only: Use when canceling B account types with the CA Info field (node) in Samson filled out. See Cancellation support: TFB Care |
| By Spec Acct Care | SACX | Use when canceling ‘Special’ account types. See Special-Employee cancellations & Special Non T-Mobile employee cancellation for handling. |
| Coverage issues - work | TCOV | Use when canceling due to coverage issue away from the home address. Examples: Workplace and/or while traveling/commuting. |
