Rate plan change: Atlas

Use these steps to change rate plans in Atlas. If you encounter any system errors that can't be resolved, use Samson to complete the requested changes.

Before changing plans

General

  • Common reasons Atlas may not change a plan: 
    • Restricted account type
    • Suspended account or line
    • A pending (future dated) migration from Legacy/Classic to a Value Plan.
  • Pooled Plans: You can change the pooled plan and change features at both the BAN and Product level and for each subscriber. 
  • Individual plans: You can change one or many individual lines on an account and change features on any of those lines in a single transaction.
  • Retired plans are not available in Atlas.
  • The change feature flow for Atlas has special indicators to help you identify Future dated changes and Retired plans.
  • If you exit or cancel the plan change flow or cart without saving, the change will cancel and must be started again when you return.
  • If performing a rate plan change and add-a-line one transaction, perform the rate plan change first.

Dropping features / information during plan change

  • When moving customers between plan groups (such Magenta to Magenta MAX, TE to TI, ONE plan to Magenta), some features (such as Netflix or Stateside International) may drop as plan/SOC eligibility varies between plans. 
    • These dropped SOCs will need to be re-added during the plan change process to prevent customers from being charged for features that are discounted or On Us. 
    • For Netflix, if feature is not re-added during the plan change, those customers will need to take extra action and re-redeem Netflix.
  • Some plan changes might cause customers to lose information, such as voicemail. Ensure customers back up personal information or save voicemails before completing a plan change.

Samson callouts

  • Use Samson to complete a rate plan change for accounts with 20+ lines on a non-pooled plan and 12+ lines for a pooled plan. Atlas won't allow navigation to the Add/Remove Features flow.
  • While future-dated plan changes can only be removed in Samson, you can overwrite any future-dated plan changes with this flow.

Postpaid rate plan change

1. Access rate plan change flow in Atlas

Steps

  1. Click Toolbox from the left-hand bar.
  2. Select the Rate Plan Change link. A browser window pops up with the Change rate plan flow. Note: If the Rate Plan Change button isn't available, it could mean one or more of the following:
    • A rate plan change isn't available for the customer.
    • Account status is an issue (for example, the account is Suspended).
    • Account was not properly verified.

2. Select a rate plan

Steps

On the Change rate plan screen:

  1. From What lines do you want to change, seleect one of the following:
    • Voice lines only
    • Mobile Internet lines only
    • Both Voice and Mobile Internet lines. 
    • Note: TI and TE plans can't be mixed on the same account. If you select a plan with a tax treatment different from the current plan (TI or TE), you must select new plans of the same type for all lines on the account.
       
  2. From What type of rate plan would you like to change to, select a change type:
    • Move Voice subscribers to another Family plan to move all voice lines on the current Family plan to another Family plan.
    • Select individual plans for all voice subscribers to choose a separate, individual plan for each subscriber on the current Family plan. Note: You can expand the Voice lines (GSM) or Mobile Internet lines (MI) to see the lines of all subscribers of that product type. The subscriber you selected on the Manage Account tab will be used to determine which category and line to expand by default.
       
  3. Click Continue.
    • If the account currently has a retired plan, you'll see a warning message to remind you about changing from a retired plan.
    • If you still want to change the customer's plan, select Continue.
       
  4. Select the circle next to the chosen rate plan from Available rate plans column for each line (or for a group of lines in the case of Family plan changes).
    • The current plan is displayed to the left under Current rate plan for basic comparison.
    • You can select Compare plan details or Compare included features to see more detailed comparisons between the current and selected plans.
       
  5. Click the magenta date listed after Effective Date to change the rate plan start date.

  6. Select Continue.
    • At this point, you can also choose Setup AutoPay to open a new window and sign the customer up for AutoPay.
    • If the BAN doesn't meet the selected rate plan's required minimum lines to activate, you'll see a warning message.
      • To proceed, choose Continue.
      • To go back and choose another plan, choose Cancel.

3. Select talk primary line (TPL)

Steps

On the Select talk primary lines (TPL) screen, review the selected TPLs or choose new ones based on the customer's preference.

Notes: 

  • The required minimum lines will be listed at the top, and the currently selected TPLs are listed above the TPL line selection area.
  • TPLs are the lines on a pooled plan that are the basic lines associated with the plan. (For example, the first two lines on a Family Plan.)
  • The Atlas Change rate plan flow does the following:
    • Automatically applies TPLs if they haven't been previously configured.
    • Automatically makes any necessary changes to the add-a-line SOCs.
  • To modify the TPL, work with your team manager to modify the customer's AAL features.

4. Handle Conflict Resolution (if it appears)

Steps

Read each conflict and modify the conflicting item(s) appropriately by using the back button to go to a previous step of the Rate plan change flow.

Note: This appears only:

  • When features that aren't compatible with the new plan need to be removed, or
  • If TPLs were changed and Add-a-line SOCs need to be removed/added.

5. Change features

Steps

Select Continue to advance to the Change features flow where you can Add, remove or change features.

6. Review rate plan cart

Steps

On the Rate plan cart screen, review the changes for accuracy and select Checkout to save your changes.

Notes: 

  • An MRC comparison and summary of plan and feature changes are displayed.
  • A section specific to discounts identifies if any discounts will be removed as a result of the rate plan change.
  • You can select Edit or use the back buttons to go back through the flow and edit plan choices as needed.

7. Checkout & Confirmation

Steps

After clicking Checkout on the "Cart review" screen, the "Transaction Confirmation" screen displays.

Notes: 

  • This page is a high-level summary of what was added and/or removed as a part of your confirmed rate plan change transaction.
  • To see your changes:
    1. Close the browser tab.
    2. Return to Atlas.
    3. Manually refresh the account to see your changes.

Error codes

Error: SOC XXXXXX can be removed only on future bill cycle(s) start date but can be upgraded on any date in the current cycle or future bill cycle start dates.

Description: Atlas won’t allow users to delete a data feature mid-cycle or backdate w/out replacing it in the same transaction.

Solution: Replace the data feature in the same transaction.

  1. While changing a rate plan and you’re presented with a Conflict Summary screen, it’s likely legacy data features were removed and need to be replaced.
  2. Click Continue to navigate to the Change Features screen.
    • On the Change Features screen, ensure that each MSISDN has a data feature selected.
    • The effective date will automatically update to match the effective date of your new rate plan.
  3. Click Go to Cart and complete checkout.

Error: SOC Code: XXXXXXX Error: XXXXXXX is a Product Level SOC. You can't select it.

Description: You're trying to add a BAN level feature (such as Family Allowances) at the line/MSISDN level.

Solution: When adding BAN level features in the Rate Plan or Features flow, make sure you've expanded the **Account** blade before selecting the feature.