Virtual Retail Sales: Home Internet

T-Mobile Home Internet is offered exclusively in areas where we can deliver high-quality experiences based on our network data. If customers do not qualify for Home Internet at this time, we can put their name on a waiting list and follow up with them when service is available at their home. In the meantime, many of these customers can take advantage of our Home Internet Lite plans.

• Chats may come through t-mobile.com/isp from both new and existing customers.
• Customers can enter their phone number, address, name, and email address to determine if they qualify for Home Internet.
  • Pin drop results are based on customers' addresses.
  • Only customers with a confirmed status are eligible for service.
• Experts can proactively offer Home Interent to customers if their addresses qualify for service. 
• Customers should not be directed to our website to engage with experts. 
• Customers interested in T-Mobile Internet service for a business should be transferred to TFB Telesales or Business Sales chat.

1. Accept the chat in Conversational Cloud.
2. Check the coverage at the Primary Place of Usage (PPU) address in DASH to ensure the customer lives in a serviceable area.
3. Complete the Home Internet dddress verification by selecting Check Internet Availability from MI Plans in DASH.
   • Availability must be checked before adding a 5G gateway to the cart.
   • If a 5G gateway is added to the cart before checking availability, “Sorry, No matching rate plans” will be displayed.  
   • If the address cannot be validated with USPS, an Invalid Address message is diplayed. 
   • Refer to Availability, restrictions, and geofencing for details about Why does the eligibility check display “Please choose an address from the list” or “Address entered does not match our records”?.  
4. Select View Rate Plans to view and select an available plan. The button will be available when all required fields are filled in.
   • Customer eligible for unlimited plan: “Great news! T-Mobile Home Internet is available at this address.” will display.
   • Customer eligible for Lite plan: “Help us bring fast, reliable T-Mobile Home Internet to the customer’s area!” will display. Select HSI from the Choose a Waitlist drop down for the customer to be notified when the unlimited Home Internet plan is available at their address.
5. Select T-Mobile 5G Gateway under MI Device and add to cart. The system will display the gateway based on the plan.
6. Add the mesh Wi-Fi extender from Device Details or the Accessory menu for plans with a mesh Wi-Fi extender. (DASH will not allow a transaction to complete without the correct plan, gateway, and mesh Wi-Fi extender all in the cart)
7. Verify if the Device Connection Charge is waived or not for the selected Home Internet plan.
8. Be aware the Primary Place of Use address is set to the Eligible address listed in DASH and cannot be changed. 
9. Complete One-Time PIN (OTP) verification after capturing the email address in the Billing Information field so customers can receive email service notifications. Other service notices include timely and important information regarding changes to the customer's account. 
   • Under the Service Notifications section, the email field will be preselected and populated with the customer email provided. 
   • Click Send One-Time PIN.
   • Manually enter OTP in the One-Time PIN field.
   • Click Verify One-Time PIN. If successful, One-Time PIN Verification will show as verified and email verification is complete. 
   • If the OTP process is unsuccessful, then paper bill/system notifications to billing address can be selected. Customers will not be able to register for a T-Mobile ID if they continue with paper service notifications during signup.  
10. Advise customers credit cards are not charged and there is no hold placed on the card (except for AMEX/Discover), and the credit card information is not saved in the system. 
    • Customers using Visa or MasterCard have a $0 authorization to confirm the card is valid and activate. 
    • Customers using AMEX or Discover have a temporary $1 authorization. This charge is not settled and drops off their credit card account after a few days--customers are not charged. 
11. Follow the Shipping guidelines in Add-a-line for all orders. Do not select overnight shipping if equipment is showing as backordered.  
12. Have the customer agree to the Terms & Conditions. The approved address acknowledgement functionality will launch first in Retail and then Ship-to channels at a later time. We'll post an updated communication when available for Ship-to.
13. Prepare customers for their new device and/or account. 
14. Add detailed Memos of your interaction using the ISP code. 
15. Follow these steps if customers are approved, but they are not ready to activate T-Mobile Internet at this time:
    1. The next screen after you click the Not ready to activate button displays a reminder for the customer that eligibility is limited and subject to change.
    2. Click Close.
    3. The HSI Eligibility Check does not have the import function from Conversational Cloud. Experts must manually copy/paste address information from the PII form.
16. Ask probing questions to determine how customers want to use their service and complete the Home Internet Call Flow:
    • Outside of Internet surfing, email, and social media, how do you use the Internet?
      • Not all data usage is the same.
      • Activities like gaming and streaming can require more data resources for the best experience.
    • How often are multiple users using the Internet at the same time?
      • Sharing the bandwidth on a connection can have impacts to each user.
      • Example: If two users are watching Netflix, and a third user starts to use the internet, that could (depending on their coverage) begin to cause Netflix to buffer.
17. Review the current Home Internet plans for speeds or refer customers to www.t-mobile.com/broadbandfacts to view the Broadband Labels for plans.
    • The number and type of devices connected to Wi-Fi can impact the customer’s experience. Using the T-Life app and the Gateway Placement Assistant is the best way to ensure the customer has good in-home coverage.
    • Speed and network technology are not always guaranteed. Factors like network occupancy, home construction, seasonal foliage, and other wireless network conditions can affect speeds.
    • All customers will have sufficient speeds for internet surfing, email, and social media. Depending on their area and internet needs, they will likely be able to do much more.
18. Request customer contact phone number to submit order (such as "To submit your order, I need to collect some personal information. Do you have a number where I can reach you?")
19. Verify gateway is available complete the order if it is in stock.
    • Backordered - customer ordering HSI only:  Set customer expectations based on DASH delivery range provided.
    • Backordered - customer ordering HSI and wireless phone: Complete wireless phone order only and setup a callback for HSI for timeframe after wireless phone is received. Tell customer two separate orders are needed to allow for wireless phone to be shipped now. 
20. Recap discussion with customer and wrap-up chat.

• The gateway is provided free of charge and must be returned upon cancellation to avoid a non-return fee. 
• The gateway is approved to be used at one location. If customers change addresses, they must call T-Mobile to verify the new address is eligible for service. 
• Customers are charged a one-time Device Connection Charge for the gateway. 
• General account service notifiations may be sent through the gateway. 
• Customer can download the T-Life app to set up, manage, and support their gateway.

• Send the Getting Started with T-Mobile Home Internet support page to customers.
• Advise customers the gateway firmware will download on first startup and make take up to 10 minutes to complete.
• Follow the set up steps for the customer's specific gateway including finding the best location to place the gateway. 

Callbacks may be needed if customers prefer to take their time before signing up for service.If customers do not want to be contacted by phone, coaches can add them to T-Mobile's Do Not Contact (DNC) registry or connect them with Care in Conversational Cloud.

1. Open High-Speed Internet (HSI) Salesforce.
2. Complete the disposition form on the homepage with the customer information including the correct date and time when they want to be contacted. 
   • The time shown on the form is the local time zone for employees and not customers)
   • Calling before 8:00 a.m. or after 9:00 p.m. local time for customers is a violation of the Telephone Consumer Protection Act which can result in fines. It is important you correctly enter the contact date and time 
3. Verify the phone number you enter is the same as the preferred contact number entered during the eligiblity check in DASH. 
   • This will also be the number in the customer record in Salesforce.
   • This triggers the matching an automatic removal of customers from the outbound queue. 
4. Click Next to save the lead and callback information. You will receive alerts 15 minutes prior to the scheduled time for calling customers back.
5. Select the appointment to open the task.
6. Select the customer’s name to open the lead.
7. Remember to disposition again after assisting the customer.