Change Product/Line Type: Samson

Customers can choose to change the type of plans they have on their accounts by switching between Voice to Mobile Internet plans. Use this page to change the type of product (such as a plan) on customers' accounts.

Product (Plan) Types

  • Changing product types should not be used to avoid the Device Connection Charge (DCC) when activating new lines. 
  • There are two types of products (or plans) that customers can have on their accounts:
    • Product type GSM allows customers to have Voice plans.
    • Product type MI allows customers to have MI, DIGITS, and IoT, including standalone and paired wearables.
  • The following product types can be changed in Samson:
    • DIGITS (MI) to Voice (GSM) or Internet of Things (MI)
    • Internet of Things (MI) to Voice GSM
    • Mobile Internet (MI) to DIGITS (MI), Internet of Things (MI), or Voice (GSM)
    • Voice (GSM) to DIGITS (MI), Internet of Things (MI), or Mobile Internet (MI)
  • Home Internet lines:
    • Any product type/line changes from or to an ISP line are not approved.
    • To set up a new Home Internet or Home Office Internet line, a brand new line needs to be activated and address eligibility needs to be completed.
  • For all other GSM to MI conversions, file a SIM Reuse form by selecting SIM Reuse from the Maintenance Type drop-down menu for all other GSM to MI conversions not listed above. When submitting the form, include the new plan requested by customers and state the request is for a GSM to MI conversion.
  • Follow standard plan change processes when changing a product or line type (include sharing advisements with customers and setting proper expectations about discounts, promos, and other impacts to their monthly bills).

Change Product Type for Voice, Mobile Internet, and DIGITS

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ESP
  1. Determine if customers want to move from DIGITS Talk & Text or NT DIGITS Talk & Text to Voice or Mobile Internet. If so, the line must be updated with a physical SIM card after completing the change.
  2. Advise customers that changing the product type may cause calls to drop and delete any saved Voicemail messages. See Protect & Save Messages for more information.
  3. Read the following script to customers: 
    • In limited circumstances, 9-1-1 Emergency Service may not operate as expected with DIGITS. Whenever possible, you should call or text 911 using your regular T-Mobile phone and primary T-Mobile phone number. 
    • Always give the 911 operator your location and the number at which you can be called back and be aware that a callback could be answered by anyone you're sharing your DIGITS number with. Consult the DIGITS Terms of Use for more information.
  4. Confirm the product type that's changing:
    • G for migrations from Voice (GSM) to Mobile Internet (MI).
    • M for migrations from Mobile Internet (MI) to Voice (GSM).
  5. Business Accounts Only: Use the following steps to filter by product type in Samson if needed:
    1. Select the Filter by product type icon on the Activities toolbar to open the widget.
    2. Select Subs list.
    3. Filter by GSM or MI, if filtered by MI you can also filter by Line Type.
    4. Filter by Subscriber Status.
  6. Select Page Options on the Agreement in Samson and then select Change Product/Line Type.
  7. Follow the appropriate steps depending on product type change:
    • Voice to MI: Select Line Type, choose MI, Data with DIGITS Line, ISP, or DIGITS Talk & Text, and then click OK.
    • MI to Voice: Select Product Type, select GSM, and then click OK. 
      • For IoT to Voice - You need to choose MI as your line type first when changing IoT to Voice since. 
    • MI to MI: Select Product Type drop-down > MI> Line Type drop-down > choose MI, DIGITS T&T, IoT, or Data w/ Paired DIGITS > OK. 
      • IoT to MI: You may need to choose GSM as your line type first.
  8. Double-click Price Plan and select the desired plan (auto-fills with plan comparable to retired plan).
  9. Determine if a Data SOC needs to be added for GSM.
  10. Choose the auto-populated plan or manually select a different plan.
  11. Click OK, click OK again, select Chg Prod, and click Accept.
  12. Select Subs List and confirm the Product Type is changed.
  13. Determine if the customer has an existing SIM card for the line being changed, and if so, confirm the SIM card is active.
  14. Reset the contract to the original terms (if applicable).
  15. Complete the following if applicable:
    • Link or unlink the line with the primary mobile number if the product type change involved is moving to or from Data with Paired DIGITS. 
    • Remove the AAL SOC if one is available when moving from a Voice line to a Mobile Internet line.
    • Reconcile the account using the Resend to Switch process for Voice (GSM) to Internet of Things (MI) and Mobile Internet (MI) to Internet of Things (MI) changes.

Change Product Type for SyncUP to SyncUP

Follow the steps below when customers want to repurpose an existing SyncUP line for a different SyncUP product.

  1. Change the MI/IoT product type to MI/MI product type.
  2. Select any Mobile Internet (MI) rate plan.
  3. Complete product type change.
  4. Change the MI/MI product type back to the MI/IoT product type to view all the available SyncUP plans that are eligible.
  5. Change the IMEI on the line to the IMEI of the new SyncUP product if you encounter an IMEI error during any part of this process.

Change the Product type after a BAN to BAN move

Product type changes should be done before a BAN to BAN move. However, these steps can be taken to complete a product type change after a BAN to BAN move.

  1. Complete a BAN to BAN move back to the original BAN.
  2. Change the product type following the steps above.
  3. Move the Mobile Internet line back to the new BAN following the steps for a BAN to BAN move.

SIM/MSISDN Team handling

Voice (GSM) to Mobile Internet (MI)

  1. Cancel the MSISDN that was activated on the wrong product type in error using code MBBV: MBB-Part of Voice Acct Cancel.
  2. Follow the steps to release the SIM and then activate the new subscriber using a temporary number on the released SIM on the BAN.
  3. Apply the rate plan requested on the request form or account notes.
  4. Complete an old-number-back to replace the temporary number.
  5. Memo the account.

Mobile Internet (MI) to Voice (GSM)

Follow the steps above for changing from Voice (GSM) to Mobile Internet (MI) or the steps for changing from Mobile Internet (MI) to Voice (GSM).