Hulu ON US

• This SOC is only eligible to specific customers who have a memo on their accounts from January 6, 2024. 
  • Account Level 
  • SOC: HULOFADOU ($0 after $11.99 discount credit is automatically applied)
• This was a targeted offer for customes who previously redeemed a promo/coupon code. 

• This SOC is only eligible to specific customers who have a memo on their accounts from January 6, 2024. 
  • Account Level 
  • SOC: HULDNADOU  ($0 after $11.99 discount credit is automatically applied)
• This was a targeted offer for customes who did not previously redeem a promo/coupon code. 

1. Advise customers they must follow the cancellation steps on Hulu's website: https://help.hulu.com/article/hulu-cancel-hulu-subscription
   • Removing the Hulu SOC from their T-Mobile account does not cancel their Hulu service.
   • Customers will will continue to be billed for what they originally signed up for. 
2. Inform customers they will still have access to Hulu until the end of their current Hulu billing cycle (which can be viewed on the account page when they log into their Hulu account). 

1. Log into Hulu via a web browser.
2. Follow the steps on the Hulu website for managing a plan: https://help.hulu.com/article/hulu-add-t-mobile.
   
3. Ensure customers understand that T-Mobile does not credit the difference if they upgrade their Hulu from what is included with their plan.
   

1. Log into Hulu via a web browser.
2. Follow the steps on the Hulu website to cancel: https://help.hulu.com/article/hulu-cancel-hulu-subscription
   
3. Add the Hulu SOC to the different line on the same T-Mobile account or walk customers through the self-service steps..
4. Advise custoemrs to complete the redemption flow once they receive the SMS on the desired phone.

• If customers request refunds for any Hulu premium services, this must be handled by Hulu's customer service. 
• Once the service is changed or removed, advise customers to contact Hulu directly: https://help.hulu.com/. 
• T-Mobile does not issue refunds for any Hulu additional services. Examples:
  • No Ads
  • No Ads + Live TV
  • Showtime
  • Starz
  • Enhanced DVR
  • Multi-Stream
  • Combo DVR & Stream

1. Check eligibility such as:
   • A change of ownership may have placed the line on an account type that is not eligible.
   • Hulu is not allowed for most Corporate Liable accounts.
2. Confirm customers did not change to an ineligible plan.
3. Determine if customers already have Hulu active on another line (since only one Hulu account is allowed per T-Mobile BAN).
4. Advise customers to check the redemption SMS.

Customers may experience a spinning loading wheel or inactivity after they enter information on the Hulu page if they redeem using VPN (or appear to use one). The account is activated but blocked, so have customers follow these steps to resolve the issue:

1. Ensure customers note the email and password they used to register.
2. Log into T-Life or My T-Mobile.
3. Select Manage > See Plans > Manage add-ons > Account level services. 
4. Select the Check activations status link > select Hulu.
5. Select the carrot next to Hulu to expand > Manage Hulu > checkbox for T&C > Activate Hulu.
6. Enter the email and password when prompted. Once they enter their password, they should have access to their account.

1. Advise customers to access Hulu.com or the Hulu app.
2. Instruct them to use the Forgot password process.

Check the subscription status in Atlas and determine if there is an active SOC on the account.

Subscription is not in Atlas

1. Confirm customers have an eligible plan.
2. Add an eligible Hulu SOC if the SOC is not on the account.
3. Remove the SOC if it is on the account. 
   • Confirm the SOC is not active on the account and add the SOC back to the account.
   • Create a ticket if the SOC is still active. 
4. Inform customers an SMS will be sent in 5-10 minutes and they can change to a different plan during registration with Hulu.

1. Confirm there is an eligible SOC on the account.
2. Follow these steps if customers forget the email address they used for Hulu registration:
   1. Open the account in Atlas and navigate to Toolbox.
   2. Select Troubleshooting. 
   3. Select the Hulu Redemption SMS Issues Flow. 
   4. Look for Check Hulu subscription status and scroll down to Subscription Status. 
   5. Locate the field called ID (which is the Subscription ID).
   6. Provide the Subscription ID to customers and advise them to call Hulu to confirm their email address using the Subscription ID.

• The subscription will be canceled at the end of Hulu billing cycle and customers cannot change options from Hulu or purchase any adds-on.
• If customers want to reactivate their subscription, add the eligible SOC to the account and have customers follow the SMS instructions to go to the Hulu account management page and reactivate Hulu subscription.
• If subscription is pending, resend a new registration link to customers or explain how to navigate to T-Mobile subscription redemption page (Atlas > Toolbox > Account Support heading > Messaging). 

• If customers do not complete the redemption process 113 days after the feature was added (but not redeemed), they will receive a final reminder message to complete the redemption. 
• If they do not complete the redemption process after 120 days, the feature is cancelled, a memo is added to the account, and customers are sent a notification message.
• If customers contact us after the feature is cancellled and request it to be added back, add the SOC to their account and help them with the redemption process.

• Customers who previously had a Hulu SOC on their accounts, removed it, and tried to add it back may experience issues.
• After accepting the Terms & Conditions, customers may be prompted by Hulu to sign up for a subscription directly through Hulu instead of being recognized as T-Mobile billed customers. 
• This is a known issue and a resolution is actively being researched (There is no ETA on the resolution).
• The expected experience is that once customers accept the Terms & Conditions, they can log directly into Hulu to see they are billed through T-Mobile. 

Follow the steps below if customers encounter either of these error messages.

Oops. Something went wrong with the validation. Let T-Mobile Care check your account status. Call T-Mobile Care at 1 (888) 211-4727

1. Confirm the SOC was not removed from the line the customer is trying to register.
2. Confirm the customers' T-Mobile account is in good standing (such as not deliquent, suspended, or has payment arrangements). 

We could not complete your request right now. Please try again later. Still have questions? Get help.

1. Inform customers this is an error from Hulu. 
2. Instruct them to open the link in the SMS again in an hour.
3. Have them contact Hulu if they still have a problem after the second attempt.