Add a line for bring your own sim or device: Samson

Use this page for accounts with a physical SIM or eSIM and device in-hand ready to activate. Verify that their SIM card works on the device intended for activation or their device supports eSIM. Follow add a line requirements first.

Before performing an AAL for BYOS or BYOD

  1. If you have access to DASH, you should complete the AAL order there by following the steps listed: Bring your own SIM: DASH.
  2. Completing the AALs in Samson will impact compliance metrics for Assisted Support Charge. This metric will show as zero percent compliance if completed in Samson.
  3. Orders placed in DASH are activated instantly just like Samson. If it fails, you will receive feedback and have a chance to correct the error and submit again.

Check eligibility

  1. If using a physical SIM, verify that the customer's existing SIM is active using Atlas SIM Status. For eSIM, check compatibility in the Device Space.
  2. Check customer's credit limits for any deposit requirement, and explain the limitations and requirements.
    1. If port-in is requested, check port-in eligibility in Samson, and determine if the number is eligible.
    2. If not eligible, tell customers that this number cannot be ported, and that you can activate a new number for them.
  3. Customers requesting DIGITS lines must have one GSM line for each DIGITS product type. For example, the customer can have up to 5 DIGITS Talk & Text lines with 1 GSM line. However, if they want both DIGITS Talk & Text and Data with Paired DIGITS, they must have 2 or more GSM lines.
  4. In Samson, select New Subscriber. For Max Subscriber Reached errors:
    1. Check the credit limits to determine approved line limit.
    2. If limit hasn't been reached (includes active & suspended lines), contact Consumer Credit to resolve.
      Accounts with DIGITS plans are limited to a combined total of 12 voice and DIGITS lines, even if the credit limits allows more.
    3. Once corrected, refresh Samson and select Create New Subscriber to continue.

Credit card validation & selecting line type

  1. Explain to customers that for their customer security, all new accounts and lines require an eligible credit card to activate.
  2. On the Credit Card Validation screen, enter customer's credit card info.
    • Only attempt validation on two cards.
    • If unable to validate, refer customers in-store.
  3. Enter the credit card billing address by selecting Billing Address > OK, and wait for a decision.
    • If the card is Accepted, go to the next step.
    • If Rejected:
      1. Tell customers that the card didn't pass pre-authorization.
      2. Offer to try another card.
      3. If they do not have another card or the new card fails, direct customers to a retail location to activate (offer to locate their closest store).
  4. Select product type: GSM or MI. DIGITS lines are always MI.

If a deposit is required...

  1. Wait for the Deposit required pop-up.
  2. Confirm the deposit amount is correct. If system shows incorrect deposit amount, check the credit limits to determine the deposit amount.
  3. Take a credit card payment for the full deposit amount using the Deposit payment reason (do not charge a payment support fee).
  4. For successful payments, select OK and proceed. If unsuccessful, let the customer know, and offer to try another payment method (do not proceed until deposit is paid).

Update PPU address

  1. Verify Primary Place of Use address (PPU) > Deploy PPU and 911 addresses.
  2. Enter Loc code, depending on customer's location.

Assign MSISDN

  1. Click Sub Market > Sub Market > Number Group > Number Group.
  2. Select Get Reg Num. If number group doesn't display, use the Mobile Number Query to locate a group number and manually enter number group code.
  3. Click Get Reg Number, and wait for MSISDN to populate.
  4. To change the product type after the MSISDN is selected, cancel the transaction and restart.

Select device purchase options & update IMEI

  1. On the Profile tab, select Device Activation Type > Subsidy Device Activation Type > choose customer's device purchase options.
  2. From the Profile tab, select EIP Info. MPEC and LCA amounts are displayed for the new subscriber.
  3. Add customer's new physical SIM card or eSIM number.
  4. For eSIM entering the IMEI will retrieve the EID automatically
  5. For eSIM, if you receive the message "eSIM associated is already in use", select the Override check box to create a new eSIM profile.
  6. Update the IMEI. If customers do not have their device in hand, enter all 9's in IMEI field.
  7. Select E911 address to add to 911 addresses.

Rate plan & features

  1. From the Services and Equipment tab > Price Plan section, confirm the line is activated on the correct rate plan.
  2. On the Features tab, under Parm column, click Enhanced Voicemail and fill out voicemail info.
  3. On the Services and Equipment tab > Additional Services, manually add any additional features requested.
  4. Click the Activate icon, and then click Close.
  5. If eligible for Paperless Billing auto-enrollment, you MUST disclose information provided in the system-generated notification.
  6. To activate another line, choose Add New Sub.
  7. Click Close if activation is complete.

If a number is being ported in...

  1. Let customers know:
    • T-Mobile will be contacting their current carrier to request the number be released, and transferred to T-Mobile.
    • Upon approval from the current carrier, T-Mobile will obtain the number and the current carrier will discontinue service for all lines ported to T-Mobile.
  2. Set Dual Service expectations.
  3. Add this memo: Port-in initiated to port in MSISDN (insert number) to replace MSISDN (insert number). Device IMEI updated.

Review order details

  1. Provide new MSISDN (viewable by Primary Account Holder on My T-Mobile).
  2. Explain that no line changes can be made on My T-Mobile until SIM card is activated.
  3. Review the rate plan and promos received.

Read this mandatory script...

  1. Let customers know: By activating today you agree to the service terms we just discussed, specific terms of your rate plan(s), and our T-Mobile Terms and Conditions of Service, which require arbitration of disputes unless you opt out within 30 days. Following our conversation, you will receive a text message with additional details on your services and billing. Please be sure to review this completely. Considering the information provided, would you like to continue with this transaction?

Follow-up steps

  1. For port-ins, follow steps to replace the temporary mobile number with ported-in number.
  2. For Data with paired DIGITS rate plans, make sure to pair the line with a primary GSM line.
  3. Memo account with: Add a line activation completed by Care, [customer's name], deposit requirement: [y/n], deposit amount: [amount], deposit collected: [y/n], port-in requested: [y/n], temporary MSISDN: [MSISDN], plans and services: [plans/services].

Add-a-Line Demo

DEMO_EN
DEMO_ES_Button