Apple TV redemption

After the customer cancels Apple TV with T-Mobile, customers must also take action to cancel with Apple in the below scenarios. If not, Apple will resume billing even though it was cancelled with T-Mobile:

• Existing Apple TV customer moves to integrated billing then cancels.
  • This is because the subscription pauses on Apple biller when integrated billing is activated. 
  • Once cancelled, subscription resumes with 30-day grace period before reverting to billing
• Existing Apple TV customer with Trial moves to integrated billing then cancels while trial is still active. This is because the trial runs in parallel and picks up if subscription service is cancelled via integrated billing.

Follow these steps when a customer states they want to cancel the Apple TV with 6 Months On Us version:

1. Advise customer of the trial time remaining before automatic roll to monthly MRC. 
2. Let the customer know that once the trial SOC is removed from account, it CANNOT be added back as it is a once in a lifetime promotional trial On Us.
3. Advise the customer to instead cancel at the end of the trial and inform them that we send a courtesy SMS prior to trial ending so they can cancel at that time.  You can schedule to cancel at the end of the trial. The customer can go into MyTMO and schedule to cancel at the end of the trial ahead of time as well, that is the only option in MyTMO when in trial.
4. Confirm they wish to remove this benefit from their account.
5. Perform one of the following to remove the SOC:
   • Atlas: Future date the removal of the SOC to the end of the trial date.
     • This ensures the customer can enjoy the entire trial before roll-to-pay begins.
     • If a customer wants the SOC removed effective immediately, you’ll need to use Samson as this option is not in Atlas (until a later date).
   • Samson (CSM): When removing the SOC, select one of the following based on the customer’s request:
     • Cancel at end of trial (this is the recommended option so customers can enjoy the entire benefit and not lose this once in a lifetime benefit)
     • Cancel immediately
     • Cancel on select date
6. Let the customer know that they can always purchase one of the a la carte paid SOCs in future.

The only cancel option available via self-service is for the customer to set the trial to automatically cancel when the trial ends (ie, future-dated removal) and roll-to-pay will not start. If customers want to cancel immediately, you’ll need to follow the Customer Service steps above.

1. Go to My T-Mobile or the T-Mobile app and log in.
   
2. Navigate to the Manage Add-Ons page:
   • My T-Mobile (two options): 
     • Under the I want to box, tap the Manage add-ons link.
     • Click Account (at the top) > Scroll down and click Manage Add-ons
   • T-Mobile or T Life App
     •  Tap Manage> Tap See plans > tap Manage Add-ons. 
3. De-select the Apple TV feature and click Continue.
4. Review the Order. A warning message appears: 'Once removed this offer will no longer be available through T-Mobile'. 
5. On the Review your order page, click Agree & submit. 
   • Cancellation of Feature will show under Manage Data and add-ons
   • Apple TV trial feature will no longer appear for selection

1. Help customers by answering basic questions around the product.
2. Assist with T-Mobile offers and basic account, network, and device troubleshooting only.
   • Use Atlas and open The Fix > Entertainment: Apple TV issues.
   •  If no issue is found on our end, direct the customer to contact Apple directly.
3. Refer customers to Apple directly for specific steps beyond basic education about features.

1. Follow standard account, device, and network troubleshooting processes to ensure the issue is not on the T-Mobile side.
2. Access Atlas and use The Fix > Entertainment: Apple TV not working.
3. Direct the customer to contact Apple directly if no issues are found on our end. 

Follow these steps if customers are referred to Apple for support and then referred back to T-Mobile multiple times without resolution:

1. Verify understanding of the issue and review relevant process information for resolution.
2. For T-Mobile issues, use available resources including your coach to resolve the issue.
3. Confirm that a ServiceNow Ticket has been created.
4. Change the ticket status to escalated following the established escalation process.
5. Schedule a follow-up in three business days to update the customer.

Team managers and above should follow the escalation page for SOC escalations. 

• If a BAN has multiple GSM lines on different subscriber level plans, all the subscriber level plans have to be eligible for the SOC to be added.
• If any line moves to ineligible plan, then the offer must be removed.

Magenta and ONE customers who already received a claim code for Apple TV on Us for one year

• Not eligible for 6 Months On Us
• Can add Apple TV paid feature
• Can add paid Apple TV feature in an assisted channel if 6 Months On Us already previously added

Magenta Max and Plus customers change to Magenta

Eligible for 6 Months On Us as long as they have not previously redeemed Get Apple TV on us for one year or 6 Months On Us

Magenta Max, ONE, and Plus customers change to Essentials

• Not eligible for 6 Month Trial
• Can add paid Apple TV feature
• If rate plan change is completed while Apple TV On Us for 6 Months is active, the remainder of the trial is forfeited and cannot be re-added 

If subscription SOCs are removed due to conflict with a new plan, add any equivalent subscription SOC to the new plan in the same transaction to ensure customers can continue their subscription if applicable.

• Customers may need to re-redeem their subscription with Apple. 
• Once SOC is added, a one time SMS will be sent to customers with link to re-redeem along with a message: “By proceeding, one or more subscriptions will be removed. If customer wants to continue a subscription, and it is available for the new rate plan, it must be added DURING this same transaction to avoid service disruption or permanent loss of trial, if applicable.”

If new plans are not eligible, remove the feature from the BAN Level Services menu, and retry the plan change to remove the conflict.

Conflict BAN needs to be resolved on BAN level services screen, In the same transaction, you must remove non-compatible On Us SOC1 and add the compatible SOC 2 to avoid losing the trial. 

• No impact to trial service.
• The feature remains active and the 6-month clock will continue.
• If the voluntary suspend date entered overlaps with the trial feature end date before roll to pay: If customer does not want the roll to pay to start, they need to cancel the trial feature through self-service or through Care.

• After 72 hours of account being inactive, Apple TV services will no longer be active. Apple TV SOCs will be inactive but remain on account.
• If account is restored within 90 days, Apple TV SOC will return to active upon resuming service. If on Trial, free trial time would not have stopped during suspend.
• Primary Account Holder or Authorized User will need to complete redemption steps to activate their Apple TV services again.

• This process does not apply to customers who decided to remove the feature and then changed their mind. This scenario does not qualify for escalations. 
• If customers’ Apple TV 6 months on Us SOC was systematically or incorrectly removed, send the following information to your Associate Coach for escalation: 
  • BAN# 
  • Cst Name 
  • Issue Description 
  • How was the SOC previously removed? 
  • Does the Trial SOC need to be re-added? 
• Associate Coaches and above only: Follow the escalation process. 

• If the designated line on the account is not a voice line and the PAH has not been set up, you need to change the designated MSISDN to complete the redemption SMS and Apple one-time PIN.
• In some scenarios, some customers who are eligible for Apple TV may receive a message from Apple that the Apple TV On Us trial will expire, and they will be charged to continue using Apple TV.
• When this may occur
  • A customer previously signed up and redeemed the original Apple TV One Year On Us offer prior to August 30, 2022.
  • This customer then signed up for a NEW Apple TV offer (for Magenta MAX level plans).
  • This only impacts Magenta MAX/Plus level plans as they can move from the previous One Year On Us offer to the new included plan benefit. This does not impact Magenta/ONE level plans since the trial is a once in a lifetime offer.
• What to do
  • If customere already completed the redemption for a new Apple TV offer, they do not need to take any action (the notification was received in error).
  • If customers have not yet signed up for or redeemed the Apple TV offer, assist them with the process based on eligibility.

1. Access the Account in Atlas and verify the account. 
2. Click Troubleshooting > Troubleshooting > Entertainment. 
3. Click one of the Apple TV Troublehshooting flows: 
   • Apple TV Redemption SMS Issues
   • Apple TV One Time Pin Issues 
   • Apple TV Issues
4. Be aware that if a Compass Incident Form is needed, you will need to file a trouble ticket which will create a Compass Incident Form on the backend. 

1. Confirm the Apple TV SOC is on the customer’s line.
2. Attempt to recreate the issue by asking the customer to walk through the redemption process once again.
   • Note the error received and section it occurred.
   • If customer does not have the redemption SMS, resend SMS (see the Resend SMS steps above). 
3. Identify which resolution path the customer has tried to redeem with (SMS, My T-Mobile, T-Mobile App, T Life App).
4. Check to see if a Known Issue exists that may be impacting redemption.
5. Walk the customer through an alternative redemption process to confirm if the issue is still occurring.
6. Have the customer clear their cache, cookies, and history.
7. Attempt to redeem again.
8. Follow the Atlas Fix Flow: T-Mobile-owned website & My T-Mobile: Cannot log in if customers have login issues with T-Life or My T-Mobile. 
9. Use Atlas to log into the customer's My T-Mobile account and walk through redemption steps to see if you can recreate the issue.
   • Do not complete the steps of signing in or creating a Apple TV account on behalf of the customer.
   • If you cannot recreate the issue, this is an indicator that the customer may have some limitations with their browser such as pop-up blockers or are missing key steps in the process that are impacting their ability to redeem.
10. File a complaint if the issue persists using Atlas under the category of Apple TV and the Redemption Issues complaint type.

• This may occur due to customers having previously taken advantage of a trial offer, and there may also be plan eligibility reasons for this to occur. 
• Confirm customers are eligible for Apple TV based on their account, plan type, and how the integrated billing SOCs interact an work with claim code offers. 

1. Inform customers this may happen during an upgrade/downgrade between Apple TV SOCs during the same transaction.
2. Confirm the Apple TV feature SOC is on the account.
3. Use either Atlas to re-send redemption SMS to customers.
4. Walk customers through re-activating their Apple TV service. Original Apple TV settings the customer had previously will be saved.

In this scenario, when attempting to add the Apple TV  6 months on Us SOC, and the SOC is not available.

1. Access the T-Mobile Promo Tool. 
2. Search by BAN.
3. Locate One Year of Apple TV / 6 months of Apple TV On Us.
4. Click Details if available.
5. Advise customers they have already redeemed for the One year or 6 months of Apple TV offer and unfortunately, they cannot take advantage of the 6 month offer again. If customers upgrade their plan, they may be eligible to receive Apple TV included with their plan. 

1. Confirm customers experience one of the following:
   • Customer unable to find/remember their Apple TV logins.
   • "Invalid email" or “Invalid password” error when attempting to access Apple TV.
2. Walk the customer through the following steps. Do not attempt to log into a customer's account on their behalf.
3. Confirm the Apple TV SOC is on the customer’s line.
4. Attempt to recreate the issue by asking customers to walk through the redemption process once again.
   • Take note of the error received and the section it occurred.
   • Resend the SMS if customers do not have the redemption SMS.
   • Ensure to send the appropriate SMS based on the SOC active on the account.
5. Refer customers to Apple TV  for help recovering their account log-ins. 
   

If the designated line on the account is not a voice line and the PAH has not been set up, you need to change the designated MSISDN to complete the redemption SMS & Apple one-time PIN:

• For APPLTVOUS or NMGAPPLTV
  1. Set PAH on the MSISDN that can receive the SMS.
     
  2. Remove the Apple TV SOC and then re-add which will trigger the redemption SMS.
• For APPLTVRTP
  1. Set PAH on the MSISDN that can receive the SMS.
     
  2. Remove the Apple TV trial SOC.  SOC cannot be immediately re-added as trials are limited to 1 per account.
  3. Reset the trial using the escalation process. (Associate coaches and above only)
  4. Add APPLTVRTP back to the account once the trial is reset.