Cancel and resume: Home Internet

1. Verify customers are the Billing Responsible Party (BRP) since they are the only ones who can request cancellations.
2. Verify the email address on file to ensure the return label is received.
3. Determine if they want to cancel their Home Internet line or if they have a Home Internet only account.
4. Use the SAVE guide: Home Internet and offer the Home Internet Backup plan prior to cancelling service. 
   • Customers can benefit from keeping their T-Mobile Home Internet service at a reduced cost to serve as a back-up option if their primary ISP goes down. 
   • Address must be eligible for AWAY to offer the Backup Plan.
5. Determine if service is Bill in Arrears or Bill Current:
   • Atlas: Account Overview > Billing
   • Samson > Financial Summary > Bill Current
6. Cancellation defaults to next bill cycle for bill current.  
   • For cancellations within the Test Drive period, engage a Coach to perform a same-day cancellation.
   • No Installs should only be used for HSI if customers never took possession of the gateway. Use Cancel code HACN. 
   • If customer has returned the gateway with intention to cancel service but the line was never cancelled, engage a Coach to perform a same-day cancellation. Apply adjustment for overcharges since the day the device was received in the warehouse. 
7. Explain the Bill Arrears vs. Bill Current final bill expectations:
   • Bill Arrears final bill will include:
     • Charges for monthly rate plan and features through the end of the billing cycle.
     • One-time charges, usage, or services in the last bill cycle, such as overage or market purchases.
     • Associated taxes.
     • Any adjustments or bill credits owed.
   • Bill Current final bill will include:
     • One-time charges, usage, or services in the last bill cycle, such as overage or market purchases.
     • Associated taxes.
     • Any adjustments or bill credits owed.
     • Customers who cancel mid-cycle, whether they have or haven't received their bill yet, should pay their bill as usual. They will receive an adjusted final bill, reflecting any adjustments or bill credits owed.
8. Use the Final Bill Estimator tool and Final Bill Expectations and Disclosures to set expectations with customers about their last bill.
9. Educate customers about the following:
   • Service must be cancelled within 15 days of activation to be eligible for Test Drive (even if customers were not informed about this at the time of activation). 
     • Customers must make their monthly bill payments until credit is applied. 
     • Credit will apply within 1-2 bill cycles of cancellation.
   • The Device Connection Charge (DCC) will be refunded when customers cancel during Buyer's remorse. The DCC is refunded through a One-Time Bill Credit within 1-2 Billing Cycles.
   • The Home Internet gateway and mesh Wi-Fi extender must be returned within 14 days of the return order. The power adapter should be included, however, we will accept without it.
   • The customers' spot on the network is given to the next potential customer, and eligibility checks are required if they want to resume service again in the future.
   • Any paid deposits or credit balances on accounts will be refunded after 30 days after any final charges post to their accounts.
   • Account cancellations only:
     • A final bill is sent to their billing address showing a $0 balance once the final bill is paid and paperless billing is automatically cancelled when service is cancelled.
     • Regardless of billing method, customer's final bill will be mailed to the billing address.  Paperless billing will be automatically cancelled when the BAN is cancelled.
10. Advise customers about potential fees:
    • Gateways are exempt from restocking fees.
    • A Home Internet Non-Return Fee (NRF) of up to $370 + tax is charged if they do not return the gateway in time.
    • Gateways returned with damaged will be charged an Internet Equipment Damage Charge.
11. Check for any open exchange orders for the gateway or mesh Wi-Fi extender and resolve any open orders prior to proceeding with cancellation. 
12. Mesh Wi-Fi extender (V1) must be returned to a Retail store.
    • Customers should not return the mesh Wi-Fi extender (V1) with the gateway via shipping label.
    • Retail must follow the Exchange/Return $0 receipt process to accept the mesh Wi-Fi extender (V1) for return.
13. Mesh Wi-Fi extender (V2) is available to return or exchange in Retail. 
    • Refer to Orders and exchanges: mesh Wi-Fi extenders for Care and Retail handling guidelines.
    • Limit of one mesh Wi-Fi extender (v2) per return order.
14. Cancel service using the most appropriate cancellation reason code below. 
15. Inform customers a return shipping label is automatically generated when service is cancelled. The notification type can be found in the Atlas Order Lookup tool. 
    • Email: Customers will automatically receive a label.
    • SMS: Customers will not automatically receive a label. Set a follow up for the day after service is cancelled and follow the Return Label Support steps below.
16. Inform the customer they should not attach the return label to the gateway box. They should use a generic box to place the gateway in for the return and attach the return label to the outer box.
17. Review the Accounts Cancellations page to deliver additional advisements if other lines also need to be cancelled.
    • Verify the T-Mobile ID email address for service being cancelled is correct and update it if needed. 
    • This allows customers to complete the OTP process in the future.
18. Memo the account with the cancellation reason and any expectations set with customers. 
19. Inform customers they'll receive return notifications.

Use these steps to help customers who did not receive a return shipping label (which is available through T-Mobile.com and sent via email upon cancellation).

Use these steps if the return shipping label is missing or if it cannot be resent:

• In Store returns
  • Returns are supported in store if customers did not receive the label, do not want to use the automated shipping label, or if they are already in the store to return the gateway.
  • Retail should follow the returns process.
• Customer cannot visit a store: 
  • Determine if an escalation is required:
    • Home Internet manual returrn authorization was not generated after the line was cancelled.
    • Home Internet was purchased in-store before February 19, 2022 and must return through Care.
  • Follow the Shipping label escalations: Coaches for a shipping label if customers cannot visit a store. 

• If it has been 90+ days since customer cancelled their Home Internet service, they need to submit a new eligibility form and input a different MSIDSN with the request. 
• If it has been less than 90 days since customer cancelled their Home Internet service, follow the processes below if the customer does/does not have their gateway.
  • Prior to resuming the line, check coverage to confirm the location qualifies for T-Mobile Home Internet. 
  • Samson only shows Lite plans. If the address is still eligible for unlimited, resume the line on a Lite plan and escalate to change the plan to unlimited.
  • If customers are currently not eligible for unlimited Home Internet, they can resume on a Lite plan and be added to the unlimited Home Internet waitlist to be notified when unlimited Home Internet is available at their address. 
• Check eligibility requirements for the account to be resumed from cancel.

• Select one of these codes based on the root cause of why customers are cancelling service. 
  • Only one of these 11 options can be seleced for Home Internet cancellations.
  • If customers never connected their gateway to the network or did not attempt to set it up prior to cancelation, ask them why? Based on that reason, select the most appropriate cancel code.
    
• Attempt to retain the customer based on their issue or reason for cancelling if there is a save opportunity available. 

Non-Return Fee issue

Internet Return Authorizations (RAs) and return labels were not generating for the correct IMEI for approximately 700,000 active subscribers. The issue was identified and resolved in April 2026; however, the original start date of the issue is unknown.

• Customers completing a return or exchange may have been incorrectly charged a Non-Return Fee (NRF) because returned devices could not be tracked properly. While the Shipping Label Tool may have been used to recover devices, it does not accurately close the original return or exchange transaction.
• Customer assistance process:
  1. Research the originating return or exchange transaction.
  2. Determine whether an RA/Return Label was generated:
     • Yes: Follow standard research processes and only if applicable, adjust the NRF.
     • No:
       • Verify whether an NRF was charged to the account.
       • Using the returned device IMEI, confirm whether T-Mobile received the device (Retail or warehouse).
         • If received and the NRF has not been adjusted, apply a credit.
         • If not received, the NRF should remain valid.