No Service EIP

No Service EIP (NSEIP) is a reactive escalation offer that lets customers cancel their service and continue to pay their EIP balance.

Only offer this reactively when an eligible customer is canceling and they ask to continue EIP payments.

What's included

No Service EIP (NSEIP) was uncarrier move to allow customers who moved out of T-Mobile coverage to continue EIP, but it is not restricted to these customers.

  • No Service EIP is a reactive offer to continue paying promotional EIPs.
  • Customers continue receiving any promo credits through the life of the loan.
  • Customers can Mobile Device unlock (MDU) their Android devices through the device unlock app or setting on their phone. They do not need to file a ticket.
  • Voice and data service are not included.
  • It is not compatible with add-on features, including device protection.

Who's eligible

Account requirements

✔ Eligible❌ Not Eligible
  • Postpaid accounts (including Magenta Complete) with status:
    • Active status requesting to cancel account
      OR
    • Cancelled account within 60 days (The customer can reactivate the account and is eligible for NSEIP.)
  • Account must be on a device promotion
  • Account must be current
  • Pay In Advance
  • Rebellion
  • MVNO
  • Business (does not include Individual-Sole Proprietor)
  • Government
  • Accounts in past due or delinquent

EIP & offer requirements

✔ Eligible❌ Not Eligible
  • Devices that are past the buyer's remorse period
  • Equipment Installment Programs (EIPs) on BANs canceled less than 60 days with both:
    • Smartphones
    • A monthly bill credit EIP promotion
  • EIP & promotion must have started before July 31 2020 or after August 27, 2020. Promotions created during this time period were designed not to be eligible for NSEIP.
  • Devices that are eligible to return (Customer should return the device)
  • Promotions (RDC) that required an AAL, which canceled or ported out
  • Single line cancellations on multi-line BANs
  • EIPs that are ineligible:
    • Non-Promotional EIPs
    • Mobile internet, tablet, or wearable EIPs
    • Accessory EIPs (If customers have accessories purchased with their smartphone EIP loan, the accessory charges will accelerate after service has been canceled.)
    • EIP or promotion was started between July 31, 2020 and August 27, 2020.
  • Offers that are ineligible:
    • 2023 Apple Buy 2 P3
    • 2022 Apple Buy 2 P5
    • 2022 Apple Trade P36
    • 2022 Apple Trade P40
    • 2022 Apple Trade P41
    • 2022 Apple Trade P42
    • 2022 Samsung Activate P16
    • 2022 Samsung Activate P17
    • 2022 Samsung Trade P48
    • 2022 Samsung Trade P49
    • 2022 Smartphone Activate P3

 

Set expectations

You will continue to receive your promotional credits for the life of your loan.

You will need to use your email address to log in to My T-Mobile and the T-Mobile app. Your phone number will not work.

Your account is no longer eligible for Device Protection and Protection 360TM features.

The account will no longer be eligible to set up payment arrangements. (You can still set up scheduled payments before the billing due date.)

After the EIP is paid off, the No Service EIP closes automatically.

  • The line will be canceled 90 days after the EIP payoff is complete.
  • If it's the last line on the BAN, the BAN will cancel.

Add No Service EIP

  • Do not proactively offer NSEIP for customers cancelling service. Only offer this reactively when an eligible customer is canceling and they ask to continue EIP payments.
  • If multiple lines on the account qualify, only one No Service EIP line is needed. The BAN must remain active with the one line, and the remaining EIPs will continue to bill monthly.
  • Care Teams must activate No Service EIP.
    In-Store: Contact RSL, and the customer must take over the call to complete the request.

  1. Ensure the customer is eligible.
  2. If eligible, reach out to your Manager to assist adding NSEIP.
  3. Click the New Sub icon.
  4. Follow Credit card validation.
    • Validation successful: Go to step 5.
    • Validation fails: Direct customers to a T-Mobile store to validate.
  5. Select the Product Type: MI.
  6. Verify the address on the User Address screen:
    • User address and Billing address are the same: Click Verify.
    • User address and Billing address are different: Enter the User address, then click Verify.
    • Samson verifies if the address is valid:
      • Address valid: Click Apply Standard.
      • Address not valid: Verify you entered the address correctly, then click Apply Standard.
  7. When the Deploy address to PPU? pop-up box appears, follow Primary place of use (PPU) and confirm the information with the customer.
    • Same address: Click Yes.
    • Different address: Enter the PPU, and click Yes.
  8. Leave the Dealer Comp field as is. This field is grayed out on existing accounts.
  9. Add the Loc code and Double click the LOC field to choose the customers market.
  10. Enter the Number Group, then press Tab.
    • The Sub Market will auto-populate.
    • If the Sub Market does not auto populate, click the drop down next to Num. Group to select Sub Market
  11. Assign the MSISDN.
    • Click Get Reg Number. The new MSISDN is reserved on the New Subscriber window.
  12. In the Price Plan section, choose the rate plan:
    • Use NOSVCPLTI for tax-inclusive customers.
    • Use NOSVCPLTE for tax exclusive customers.
  13. Do not future date the rate plan on this line of service. If you future date the plan, the EIP system will not see the monthly loan payments until the line is active.
  14. Go to the Profile tab.
  15. In the Device Activation Type field, select the type based on the customer's device purchase option:
    • Full price/Own device
  16. The No Service EIP offer does not require a SIM card number to be added to the line.
  17. Click Activate.
  18. Inform the customer their Device Protection feature will be canceled.
  19. A message appears with the contract term. If the contract term is correct, click OK.
  20. Perform the No Service EIP association on the Association screen. Only eligible lines will appear.
  21. Check if the customer qualifies for the MDU: Postpaid eligibility exception for No Service EIP. If they do, then unlock their device.
  22. Assist the customer with the cancellation or let the customer know that they can now put in their port request with the other carrier. 

Important: If all lines have been ported out, a new line of service must be activated. Reactivated lines must have enough ECA to cover the remaining EIP balance.

  1. Ensure the customer is eligible.
  2. If eligible, reach out to your Manager to assist adding NSEIP.
  3. In Samson, go to Actions > BAN Activities > Open BAN.
  4. Select the reason for re-opening, then click OK.
  5. Temporarily activate enough lines to cover the ECA needed to finance the equipment.
  6. Verify the customers available ECA is enough to cover the remaining EIP balance.
  7. Click the New Sub icon.
  8. Follow Credit card validation.
    • Validation successful: Go to step 9.
    • Validation fails: Direct customers to a T-Mobile store to validate.
  9. Select the Product Type: MI.
  10. Fill out the User Address screen.
    • User address and Billing address are the same: Click Verify.
    • User address and Billing address are different: Enter the User address, and click Verify.
    • Samson verifies if the address is valid:
      • Address valid: Click Apply Standard.
      • Address not valid: Make sure you entered the address correctly, and click Apply Standard.
  11. When the Deploy address to PPU? pop-up box appears, refer to Primary place of use (PPU) and confirm the information with customers.
    • Same address: Click Yes.
    • Different address: Enter the PPU, and click Yes.
  12. Leave the Dealer Comp field as is.
  13. Add the Loc code and double click on Loc field to choose the customer market.
  14. Enter the Number Group and press Tab.
    • The Sub Market will auto-populate.
    • If the Sub Market does not auto populate, click the drop down next to Num. Group to select Sub Market.
  15. Assign the MSISDN.
    • Click Get Reg Number. The new MSISDN will be reserved on the New Subscriber window.
  16. In the Price Plan section, choose the rate plan.
    • Use NOSVCPLTI for tax-inclusive customers
    • Use NOSVCPLTE for tax exclusive customers
  17. Do not future date the rate plan on this line of service. If you future date the plan, the EIP system will not see the monthly loan payments until the line is active.
  18. Go to the Profile tab.
  19. In the Device Activation Type field, select the type based on the customer's device purchase option:
    • Full price/Own device
  20. The No Service EIP offer does not require a SIM card number to be added to the line.
  21. If the customer requests to reinstate Device Protection, inform them the Device Protection feature is not eligible for this type of account.
  22. A message appears with the contract term. If the contract term is correct, click OK.
  23. Perform the No Service EIP association on the Association screen. Only eligible lines will appear.
  24. Click Activate > Close.
  25. Perform a No Install cancellation on the lines opened to increase account ECA.

SOC: NOSVCPLTI

Description: No Service EIP for tax inclusive customers

Open: 07/22/17

SOC: NOSVCPLTE

Description: No Service EIP for tax exclusive customers

Open: 07/22/17