Plan changes

Follow this guide to effectively change a plan and educate your customer about impacts and changes to the services, discounts, and expected monthly recurring charges related to a new plan.

Review account

Review the customer's current plan so you can inform them of key changes, impacts, and differences.

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  1. Inform the customer that the old plan or retired features cannot be re-added after making this change.
  2. Compare the differences between the old and new plan so the customer clearly understands the benefits and change.

Inform customers migration fees may apply if customers have plans with contracts (such as Classic).

  1. Explain to customers that Taxes and Fees Included (TI) plans are different from Taxes and Fees Excluded (TE) plans in how taxes and fees appear on the bill.
  2. Inform your customer about any incompatible plans or services when changing tax treatment.

Special scenarios

Do not backdate the Unlimited Talk and Text only plan if the customer has used any data on their current plan as doing so will result in LARGE OVERAGES of $15/MB for the customer. If the plan has a data feature, you must future date to the next bill cycle start date.

  • An account cannot have a mix of both BAN level voice plans and Single line voice plans on the same account.
  • An account cannot have two BAN level voice plans on the same account. 
  • If a customer needs different types of voice plans on the same account, they must be single line voice plans.

This process should only be used by the Offline Team only.

  1. Review the account for Tax Inclusive migration scenarios that require customer contact prior to migration and complete the following if needed:
    • Use Genesys > disposition “Unable to Complete” to trigger a text to the customer.
    • Place the following CSM memo using code VCAR in the account. 
      The customer has been sent a text message notifying that the pre-registration migration to Magenta with taxes and fees included was unable to be completed due to (      select one) {PHP change provider change; subscriber suspended for Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines; line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with resolving the issue upon return call to Customer Care."
  2. Verify the account has a memo confirming the migration request and complete the following:
  3. Complete the account migration using Migrations to taxes & fees included plans: Samson and backdate or future date the account according to the following:
    • Bill Current customer: The plan change must be future dated to the start of the next billing cycle. The system will default to future dating, so ensure the date is corrected in "Tax Exclusive to Inclusive Migration" screen before continuing.
    • Bill Arrears customer: The plan change must be backdated to the start of the current billing cycle.
  4. Review Tax Inclusive migration scenarios > Error Messages if any account issues occur that prevent migration:
    • Use Genesys > disposition “Unable to Complete” to trigger a text to the customer.
    • Place the following CSM memo using code VCAR in the account:
      The customer has been sent a text message notifying that the pre-registration migration to Magenta with taxes and fees included was unable to be completed due to (select one) {PHP change provider change; subscriber suspended for Fraud; account is canceled; account has pending rate plan change; account has more than 12 voice lines; line with incompatible rate plan; future dated activation; other- input reason}. Assist the customer with resolving the issue upon return call to Customer Care."
  5. Place the following CSM memo using code VCAR in the account:
    The customer’s pre-registration migration has been completed and account has been migrated to Magenta with Taxes & Fees included.

Check promos, discounts, & services

Review the customer's account to identify existing promos and discounts and any possible impacts to existing services and benefits.

To ensure customers do not lose promos or discounts when switching to a new plan, follow these steps: 

  1. Review the account for any existing any active discounts/promos/credits (such as free add-a-lines, AutoPay, and EIP Bill Credits).
  2. Confirm promo and discount eligibility with the new plan.
  3. Tell your customer what will transfer to the new plan, if any will be lost in the change, and any other promo impacts.

 

When changing plans, some features (such as Netflix or Stateside International) may drop as plan/SOC eligibility varies between plans. These dropped SOCs need to be re-added during the plan change process to prevent customers from being charged for features that are discounted or On Us.

Explain that voicemails may be lost during a plan change and educate customers about how they can protect and save any of their voicemails. 

Make sure you understand the customer's desired Netflix experience compared to the current experience prior to making the change.

  • If a SOC conflict error appears when migrating between plans that receive the Netflix on Us benefit:
    • You must manually replace the old Netflix on Us SOC with the new SOC. 
    • Ensure that the effective date of the new compatible Netflix SOC is the same as the expiration of the old Netflix SOC. 
    • This prevents the customer from losing their Netflix on Us benefit. 
    • If you do not add new Netflix on us SOC during a back-dated change, the customer will have to re-redeem Netflix on Us. 
  • If Netflix was removed during a plan change and not re-added, add the feature and inform the customer that they’ll receive a T-Mobile SMS with a link to re-redeem Netflix on Us.

Instruct the customer to record any Family Allowance settings as FA will need to be set up again after the plan change.

  • When a Magenta Complete: Sprint BAN shows as an MCSA account type and has a Legacy Employee discount, it’s referring to Biz IL and employee on the account and not a Legacy Sprint Employee
  • Before completing plan changes for customers with the Biz IL discount, ensure they knows they will lose the discount if they move to a plan that is not eligible for this discount. Sprint Perks/BIZ IL/“Legacy employee” discounts are similar to the Legacy T-Mobile MCSA accounts. 

Recap changes

Recap the new plan with the customer so they can understand what's new and what's different prior to making a change. 

Three people in front of a wall with the T-Mobile logo.

Compare the current total MRC with any taxes and fees to the new plan's MRC for the same number of lines.

  • New MRC is equal or less than current MRC: Explain the cost savings and any added benefits, such as unlimited data or included taxes.
  • New MRC is higher than current MRC: Let your customer know the difference and explain how added benefits make the switch right.

  1. Recap the changes and highlight all the new, great benefits of the plan:
    • Any features gained or lost 
    • Any discounts/promos gained or loss
  2. Explain how this affects the monthly recurring charge. (such as the bill will now be lower.) If the bill is higher, highlight the added value of new included services, like Netflix, making up for the price change.

Explain billing

Determine if the plan change must be backdated or future dated based on the billing type, then advise the customer of any impacts, the effective date for the new MRC, taxes and fees (if applicable), and when any discounts will begin:

System action

  1. Future dated the plan change to the start of the next billing cycle.
  2. Ensure the date is correct in "Tax Exclusive to Inclusive Migration" screen before continuing as the system will default to future dating.

 

Explain impacts to the customer

  • The MRC for the new rate plan and/or feature(s) will be reflected on the first bill on the new plan.
  • Taxes and fees will either be included or excluded (depending on plan) on the first bill on the new plan.

System action

If the AAL changes the plan from a single line to family plan:

  • Add the new line(s) by selecting a single line plan to complete the order.
  • After the order is complete, backdate to the appropriate family plan. 
  • Care: Set a follow up to change the plan after the new line activates.

 

If the AAL changes the plan from 1-8 line to 9+ line family plan

  • Select the appropriate family plan when completing the order in DASH.
  • The plan does not have to be changed prior to adding the line.

 

Explain impacts to the customer

  • Will see a credit on the next bill for the previous rate plan charges already paid for in the current bill cycle.
  • Will see a charge on next bill for the new rate plan charges selected today for the current bill cycle.
  • Will see monthly recurring charges on next bill for the new rate plan for the next bill cycle.
  • Any recurring discount will not be applied for the month where the backdated change was made. This would include the AutoPay discount.
  • Advise the customer to pay the current balance by the due date and look for any adjustments to be reflected on next month's bill. If the reason for the backdate is the result of T-Mobile error and the customer states cannot or is unwilling to pay the higher (incorrect) amount, follow the collection hold processes.

System action

Backdate the plan change to the start of the current billing cycle.

 

Explain impacts to the customer

  • The MRC for the new rate plan and/or feature(s) will be reflected on the next bill.
  • Taxes and fees will either be included or excluded (depending on plan) on the next bill.

If the AAL changes the plan from a single line to a family plan:

  • Add the new line(s) by selecting a single line plan to complete the order.
  • After the order is complete, backdate to the appropriate family plan. 
  • Care: Set a follow up to change the plan after the new line activates.

 

If the AAL changes the plan from 1-8 line to 9+ line family plan:

  • Select the appropriate family plan when completing the order in DASH.
  • The plan does not have to be changed prior to adding the line.

 

Explain impacts to the customer

  • They will see the prorated monthly recurring charges for the new rate plan and/or feature(s) reflected on your next bill.
  • For Tax inclusive migrations, they will see taxes and fees included on your next bill.

 

Note for Business Care only: If backdating will cause the customer to incur overages and they still want to backdate, read the following script and copy/paste it and their response to your memos: "By agreeing to backdate your rate plan, you will incur overage charges during the current billing period. You will remain responsible for the overage charges and will not be given an adjustment by T-Mobile. Do you still want to backdate your rate plan?"

Change the plan

Three people in front of a wall with the T-Mobile logo.

  • Identify the appropriate SOC to add back to the new plan if the SOC was removed during the plan change and customes want to keep it. 
  • Add Netflix back to the plan if it was removed during a plan change and inform customers they will receive a text message from T-Mobile with a link to re-redeem Netflix on Us.
  • Look for the Conflict Summary in Atlas during the rate plan change as an indicator that a feature needs to be re-added.
  • Ensure effective dates of the new SOC is the same as the expiration of the old SOC.

Provide resources

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Share resources

Help customers understand their bill, review their account and plan details, and manage future changes by sending T-Mobile Support pages

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