T-Mobile Fiber escalation processes

1. Navigate to the Sales Support Callbacks and look under the sales support bucket.
2. Click the ticket in its assigned bucket.
3. Check the notes or leave a comment.
   • The assigned task holder will receive an update by email with any comment you leave.
   • If the ticket is already completed, please email the fix agent explaining the issue and they will reopen the ticket and start working it again.

1. Check the address eligibility first. Most addresses should be eligible, but there are a few exclusionary areas. 
   • If the customer is new, but the offer is not showing, advise the customer the offer is not eligible in their area and review and eligible offers. 
   • If the customer escalates, work with leadership to complete an escalation.
2. Have your leader escalate using order escalation form after the order has been submitted.
   • Your leader will capture the following information:
     • Department
     • Has the customer been installed
       • If the customer has already been installed, due not move forward
       • Contact Fiber care for assistance
     • Your name
     • Your email (Fiber advanced support will follow up with you by email when the escalation is resolved)
     • Customer’s name
     • Customer’s phone
     • Customer’s email
     • Requested Service Address
     • Type of issue: Founders Offer
     • How they heard about the founders offer
     • Full details of the issue
   • Once the form is submitted, a series of automated flows will be initiated and begin assigning tasks to the appropriate fix agents.
     • All issues will be tracked in the Fiber Advanced SharePoint for trending and analysis.
     • A task will be created in back-office callbacks planner under the Sales Support bucket.
     • The task will be assigned a due date for follow up.
   • When the fix agent is ready to work the ticket, they will access the ticket in the associated Tickets Planner.
   • The ticket will provide all necessary details from the submitted form. The fix agent will set the progress field to "In Progress".
   • If additional details are needed, the fix agent will email or team’s message the submitter for any additional details. The fix agent will add a comment that additional details were needed and wait for follow up.
   • The fix agent will provide status updates in the comments on the ticket as necessary, in case any other fix agent needs to take over the ticket.
   • After installation, the fix agent will provide credit in Atlas to bring the price down to $70 or $75, depending on Autopay.
   • The Ticket will be moved to the Promotions Follow up bucket and set for a due date of one month from today, to apply a 2nd credit or apply the founders offer plan (whichever comes first).
   • After the new plan is deployed, the fix agent will apply it to all open cases, update the resolution in the case body, set the progress status of the ticket(s) to complete, and email the escalator advising the case is now closed out. No action is needed from the escalator.
   • The Fix agent will email the customer to update them that their plan has changed to the founder’s offer with the full details of the plan. No additional credits will be needed.

When previous customers move without disconnecting their Fiber service, it prevents new customers from signing up using the same address. If service is still active under an old tenant, follow this process to request cancellation and place an order for the new tenant. 

1. Create a New Tenant/Disconnect Escalink Ticket.
2. Capture all required fields related to the account to be disconnected.
   • Requested service address
   • Subscriber ID
   • Follow-up contact information
3. Add ticket notes that clearly state this disconnect request is because the current tenant has moved out or previously canceled service, and a new tenant is ready to initiate a new order at the same address.
4. Attach any supporting documentation such as lease information

Once the previous service is disconnected and the ticket is closed, the submitter should follow up with the customer and move forward with the new order.

• Do not file “Other” tickets unless explicitly approved by a supervisor or lead.
• Do not submit tickets for issues that can be resolved through standard troubleshooting or process tools.
• Do not submit a duplicate ticket solely to check status or confirm expected timelines. Use EscaLink for tracking and update review.

• Wi-Fi
  • Add networks
  • SSID / PW updates
• Configuration
• Static IP
• Bridge mode
• Website
• Geolocation
• Streaming

• Damage claims
• Drop burials
• Tech complaints
• TC's when directed by fix flows
  • Intermittent connectivity
  • Slow speeds
  • ONT offline
• Equipment left behind
• Any transfer to Tier 2

• Correction
• Unable to schedule TC
• TC no show
• Rejected
  • Slow speed
  • Intermittent connectivity
• Field Escalations
  • Install no show
  • Unable to reschedule/cancel appt
• Address eligibility dispute
• Account maintenance 
• Billing
• Promotions
  • Gift cards
  • T-Mobile Postpaid discount
  • Free months
  • Founders Offer
• T-Mobile ID issues
• New tenant disconnect