Support: Business Internet

Use this page to support requests from customers regarding their Business Internet services. See the Save guide and cancellations: Business Internet page for details on handling requests to cancel service.

Customer support

T-Mobile Customer Support (Care/DE, BTEX+Tech, and Micro+ TEch) will address account support needs. For Business Internet technical support and troubleshooting, transfer the primary account holder/authorized user to HSI Technical Support for assistance.

Person holding a turquoise coffee cup while reading a piece of paper at their desk

T-Mobile's Customer Support (Care/DE, BTEX Account & Tech, and Micro Account & Tech) are only required to:

  1. Assist with any billing and account support related questions.
  2. Confirm customers have a Business Internet plan.
  3. Ensure their E911 address is set up correctly.
  4. Review Productivity Filtering if customers experience streaming issues. 

Set up and support

  • Business Technical Support (BTS) supports Business Internet to:
    • Help with basic setup as needed.
    • Help with connecting business/work-related Wi-Fi devices.
    • Help when the device is not connecting to T-Mobile.
    • Perform all troubleshooting.
  • Business Technical Support (BTS) can use the set up guides for specific gateways along with the Gateway tool for Home Internet to support customers.

Installation SOCs

man in construction hat using a laptop
  • Customers with the SOCs below purchased Professional Installation Services with their Business Internet. 
  • These SOCs must remain on the account for 24 months and should not be removed.
    • ZONITINT - Bus Onsite Install Internal
    • ZONITINTR - Bus Onsite Install Internal RC; recurring charge SOC carries the $20 MRC for 24 months
    • ZONITEXT - Bus Onsite Install External; (stacks with ZONITINT)
    • ZONITEXTR - Bus Onsite Install External RC; recurring charge SOC carries the $50 MRC for 24 months
  • After 24 months, the RC SOCs expire automatically.

 

Devices moved from approved addresses

Use the TFB Recommendation Eligibility Engine (TREE) tool to check Internet address eligibility if authorized users state they are moving or have moved physical office locations.

  • Enter the address in the search bar and select Check availability for a single address check.
  • Select the address from the suggestions drop down.
  • View the results that will show if the address is eligible, rate plans available, and a recommended router/gateway.

Address eligibility status

Unlimited to Unlimited

  1. Inform customer the new address is approved.
  2. Advise them no changes will be made to their pricing or data limit.

Unlimited to Capped or Capped to Unlimited

  1. Inform customers the new address is approved for a capped/unlimited plan.
  2. Discuss the changes for their pricing and data limits.
  3. Gain agreement to make the changes. 
  4. Document the account thoroughly with new address and update the PPU and E911 Address.

 

  1. Educate the customer
    • The new address doesn't meet the requirements and will not be able to support their ISP needs.
    • They will be given time to find a new home internet provider.
    • BRP will need to contact us to cancel their T-Mobile Home Internet.
  2. Document the account thoroughly, indicate that the new address has not been approved and that expectations have been set with the customer.
  3. Partner with your direct leadership if there are any questions or clarifications needed.

Business technical support

  • Standard troubleshooting steps can be used as the starting point for troubleshooting issues.
  • T-Mobile Home Internet, Home Office Internet, and Small Business Internet all use the fbb.home APN.
  • Business Internet and Fixed Wireless Shared uses fast.t-mobile.com APN. To determine correct APN by rate plan:
    • fast.t-mobile.com: Business Internet Plans
    • fbb.home: GOVWFHITE, TEST31, ZHOIEATE, ZSB100TE, ZSB100TI, ZSB150TE, ZSB150TI, ZSB200TE, ZSB200TI, ZSB300TE, ZSB300TI, ZSMB100TE, ZSMB100TI, ZSMB150TE, ZSMB150TI, ZSMB200TE, ZSMB200TI, ZSMB300TE, ZSMB300TI, ZSMBHITE, ZSMBHITI, ZSMBHSI, ZSMBHSITE, ZSMBINTTE, ZSMBINTTI, ZSMHINT, ZSMHINTTE, ZSMLBINTE, ZSMLBINTI, ZSMSVBIN, ZSMSVHITE, ZSMSVHSI, ZSMSVINTE, ZWFHINTE

Warranty exchanges

If troubleshooting determines a warranty exchange is needed, the specialist should authenticate the account and follow the Warranty exchanges process in Atlas. (A service warranty processing fee or standard shipping fees are not charged)

  • Ensure you have the ISP line selected before entering the replacement flow to have those fees automatically bypassed.
  • Send an email to the assigned Support Expert at their T-Mobile Support email using the following template. (Support Expert information can be found in Salesforce. Not all customers will have an assigned Support Expert.)
    • Subject: HSI Warranty Exchange Order Completed
    • A warranty exchange order has been processed.
    • Customer name
    • BAN
    • PTN
    • Warranty Order #
    • Name of caller: 

Refer callers who are unable to authenticate to the authorized POC/PAH by emailing the assigned Support Expert at their T-Mobile Support email using the template below. (Support Expert information can be found in Salesforce. Not all customers will have an assigned Support Expert.)

  • Subject: HSI Warranty Exchange Troubleshooting Completed
  • If account POC contacts you for HSI warranty exchange, please proceed with request. Troubleshooting has been completed and warranty exchange is needed.
    • BAN
    • Customer Name
    • MSISDN
    • IMEI
    • Caller name
    • Contact number/email
    • Reason for exchange

Warranty exchanges for Puerto Rico

  • Warranty within the same month of activation:
    1. Submit a 1Stop Overview case to request a return shipping label for the defective device.
    2. Request cancellation of the existing subscriber through Business Care or DE.
    3. Submit a new activation order.
  • Warranty after the month of activation:
    1. Submit a 1Stop Overview case to request a return shipping label for the defective device.
    2. Request cancellation of the existing subscriber through Business Care or DE.
    3. Submit a new activation order. 
    4. For compensation purposes, the new order must be submitted by the same representative who submitted the original order.
    5. AE/DE are responsible for following up on compensation statements. Since reactivation may be credited to a different measurement month than the original activation, submit a manual transactional adjustment to offset the reactivation and credit the original activation with its original transaction date.
  • For both scenarios: If the original order included Static IP service, be sure to add the Static IP service to the new activation order. Inform the customer that the Static IP address will change.