Frontline Systems Experience Samson Proactive Cleanups

AutoPay Discounts

Cleanup Details: Due to a system issue, the required discount eligibility checks are not being triggered correctly which results in customers not receiving their AutoPay discount on newly activated lines. This cleanup will proactively identify any customers that are missing their AutoPay discounts. In order to correct the issue, the dummy BAN level SOC CDMGCPBB will be added or removed from the account to trigger on the addition of any missing discounts. This dummy SOC does not carry any functionality and will not reflect on the customer's bill. 

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer’s AutoPay discount was not set up correctly on the account. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Hybrid BAN Discounts

Cleanup Details: Due to a system issue, the required discount eligibility checks are not being triggered correctly which results in customers not receiving their Hybrid BAN discount on newly activated lines. This proactive cleanup will identify these customers and add any missing Hybrid BAN discounts. In order to correct the issue, the dummy BAN level SOC CDMGCPBB will be added or removed from the account to trigger on the addition of any missing discounts. This dummy SOC does not carry any functionality and will not reflect on the customer's bill.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer’s Hybrid BAN discount was not set up correctly on the account. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Missing Inherited SOCs

Cleanup Details: When BAN and Product level SOCs (e.g. Family Allowances, legacy Stateside International, Netflix, Quibi, etc.) are added to an account, these SOCs are systematically inherited at the subscriber level. If these inherited SOCs are not added correctly, they can result in account maintenance errors or incorrect usage rating. This proactive cleanup will identify any customers missing the inherited SOCs at the subscriber level and adds the missing SOC.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer was missing inherited SOCS for their Product/BAN level services. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Kickback Discounts

Cleanup Details: Due to a system issue, customers previously enrolled in Kickback may not have the discounts properly added to their account which results in their discount not being applied on their bill. This proactive cleanup will identify these customers and trigger the discount eligibility checks to add any missing Kickback discounts. In order to correct the issue, the dummy BAN level SOC CDMGCPBB will be added or removed from the account to trigger on the addition of any missing discounts. This dummy SOC does not carry any functionality and will not reflect on the customer's bill.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer’s Kickback discount was not set up correctly on the account. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

PAH Paperless Billing Mismatch

Cleanup Details: Due to a system issue, customers who change their PAH on the Web do not have their Paperless Billing designation changed to the new PAH which results in Paperless Billing SMS notifications being sent to the incorrect MSISDN. This proactive cleanup will identify these customers and update the designation for the Paperless Billing SMS notifications to the correct MSISDN based upon changes that the customer initiated on the Web.

Account Memo: Frontline Systems Experience proactive cleanup identified that the Paperless Billing notifications were not updated to reflect the correct PAH. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Contracts Assigned to Consumers in Error

Cleanup Details: Consumers are no longer be subject to Service contracts. This proactive cleanup will identify consumers who were assigned a contract in error and have it removed to eliminate the potential for these customers to be charged an ETF in error.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer has been assigned a Service contract in error. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Cancelled BANs with Collection Holds

Cleanup Details: Due to a system issue, customers do not have any existing Collection Holds removed from their account after BAN cancellation. This proactive cleanup will identify the impacted customers and ensure that the Collection Hold is removed from the cancelled BAN on the expiration that was originally established.

Account Memo: Frontline Systems Experience proactive cleanup identified that a Collection hold was effective on the account and was not expired in error. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Missing Automatic Discounts

Cleanup Details: Due to a system issue, customers may not have their eligible discounts systematically added to the account. This proactive cleanup will identify these customers and add any missing discounts. To correctly the issue, the dummy BAN level SOC CDMGCPBB will be added or removed from the account to trigger on the additional of any missing discounts. This dummy SOC does not carry any functionality and will not reflect on the customer’s bill.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer was missing a discount in error. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

BOGO SOCs Missing Regular SOCs

Cleanup Details: Due to a system issue, customers may have a BOGO SOC remaining on their account after the Regular (Paid) SOC has been removed. This proactive cleanup will identify the impacted customers and remove the BOGO SOC from the account so that a ticket will not be required to correct the account.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer had a BOGO SOC effective without the required Regular SOC. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Regular SOCs Missing BOGO SOCs

Cleanup Details: Due to a system issue, customers may be missing BOGO SOCs associated to their Regular (Paid) SOC that provision services or rate usage. This proactive cleanup will identify the impacted customers, remove the impacted SOC and have it systematically re-added to ensure that all the required BOGO SOCs are inherited.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer had a Regular SOC but was missing the associated BOGO SOCs. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Misaligned Promo SOCs

Cleanup Details: Due to a system issue, customers with Promotional SOCs may be missing their Regular (Paid) SOC or have misaligned expiration/effective dates in the system. This proactive cleanup will identify the impacted customers and correct the account to ensure that the Promotional and Regular (Paid) SOCs are present and aligned.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer had a Promotional SOC but was missing the associated Regular SOCs. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Multiple Data SOCs

Cleanup Details: Due to a system issue, customers may have multiple overlapping Data SOCs effective on their account at the same time. This proactive cleanup will identify the impacted customers and correct the account to ensure that they are equipped for a single Data SOC. 

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer had multiple data SOCs effective on their account. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Netflix SOCs Dropped During Rate Plan Changes

Cleanup Details: Due to the SOC eligibility rules, Netflix SOCs are systematically expired if a Customer performs a future dated rate plan change and their current Netflix SOC is not eligible with their new rate plan. This proactive cleanup will identify the impacted customers and add an equivalent future dated Netflix SOC on the account to ensure that the Customer's Netflix benefit is retained .

Account Memo: FSE Proactive Cleanup identified this BAN has no Netflix SOC with their future dated plan change. SOC has been added to retain the Netflix benefit.

Description: Due to various system issues, multiple efforts have been introduced to proactively correct customer accounts with Device Protection SOCs. Please see below for additional details.

---

JUMP 1.0 SOC Removed in Error & Replaced with JUMP 2.0 SOC

Cleanup Details: Due to a system issue, customers with JUMP 1.0 who perform a SIM swap or Exchange through Assurant that results in a Tier change are incorrectly having their JUMP 1.0 indicator SOC expired and replaced with the JUMP 2.0 indicator SOC in error. This proactive cleanup will identify these customers and reinstate the customer’s JUMP 1.0 SOC.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer’s JUMP 1.0 SOC was removed in error during account maintenance activities. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

$0 Indicator SOC with no P360 SOC present

Cleanup Details: Due to a system issue, customers who remove their P360 Device Protection SOCs are not having their $0 indicator SOCs removed correctly (e.g. Apple Care, JUMP, Lookout). This proactive cleanup will identify these customers and remove the erroneous SOCs from the account as these benefits are not available to customers without a P360 Device Protection SOC.

Account Memo: Frontline Systems Experience proactive cleanup identified that the Device Protection indicator SOCS were not removed correctly when the customer removed their P360 SOC. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

$0 Indicator SOC on Ineligible Device Protection SOC

Cleanup Details: Due to a system issue, customers who change from a P360 Device Protection SOC to an alternative Device Protection SOC (e.g. BYOD Device Protection) are not having their $0 indicator SOCs removed correctly (e.g. Apple Care, JUMP, Lookout). This proactive cleanup will identify these customers and remove the erroneous SOCs from the account as these benefits are not available to customers without a P360 Device Protection SOC.

Account Memo: Frontline Systems Experience proactive cleanup identified that the Device Protection indicator SOCS were not removed correctly and are ineligible with the customer’s current Device Protection SOC. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Duplicate of the Same Device Protection SOC

Cleanup Details: Due to a system issue, customers are receiving multiple instances of the same Device Protection SOC on their account. This proactive cleanup will identify and correct the account to remove any duplicate SOCs and ensure that the customer is not double billed.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer has duplicates of the same Device Protection SOC present on their account.  The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Multiple Overlapping Device Protection SOCs

Cleanup Details: Due to a system issue, systems are not recognizing the correct SOC eligibility conflicts which results in the customer’s old Device Protection SOC not being expired when they add a new Device Protection SOC of a new tier. This proactive cleanup will identify these customers and correct the account to ensure that the customer is only being charged for a single Device Protection SOC of the appropriate tier.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer has multiple Device Protection SOCs present on the account. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

EIP Payoff Removing JUMP 1.0 SOC in Error

Cleanup Details: Due to a system issue, customers enrolled in JUMP 1.0 are having their JUMP 1.0 SOC removed after their EIP is paid off. This proactive cleanup will identify these customers and correct the account to have the JUMP 1.0 SOC restored.  

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer had their JUMP 1.0 SOC removed in error after paying off their EIP. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Resetting JUMP 1.0 Tenure

Cleanup Details: Due to various system issues, Frontline Systems Experience is proactively correcting customer accounts that have had their JUMP 1.0 SOC removed in error. This proactive cleanup will consolidate the impacted customers and reset their JUMP 1.0 tenure to mitigate any impacts to the customer’s JUMP eligibility.

Account Memo: Frontline Systems Experience proactive cleanup identified that this customer has been impacted by a system issue that removed their JUMP 1.0 SOC in error. The account has been corrected and the customer’s JUMP tenure has been reset. No further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

Data Stash

Cleanup Details: Due to a system issue, Data Stash is not expired correctly when a customer switches to an Unlimited Data SOC. When Data Stash remains active on a subscriber with Unlimited Data, this results in a breakage of video streaming capabilities due to Engineering provisioning conflicts. This proactive cleanup will identify these customers and expire their Data Stash to eliminate the negative video streaming service impacts.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer’s Data Stash was not expired correctly when the customer moved to unlimited data. The error has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.

---

Rate Plan Portfolio Scrub

Cleanup Details: Due to a system defect, customers are missing optional/mandatory SOCS/Features associated to their rate plan or have SOCs that are ineligible with their rate plan build. This proactive cleanup will identify these customers and add any missing SOC/Feature components of their rate plan build.

Account Memo: Frontline Systems Experience proactive cleanup identified that the customer was missing mandatory SOCS or features of their rate plan. The account has been corrected and no further action is required. See C2 for more information about Frontline Systems Experience Samson Proactive Cleanups.