SAVE Guide and cancel steps

Generic Billing Inquiry

• “Can you tell me what I’m paying for each line?”
• “What am I paying for just the service each month?”

• “While I get your account loaded, I’m curious – are we looking at making some changes?”
• “Are you just making sure everything’s set up the way it should be or do we also need to take a look at potentially adjusting your plan or getting some new devices?”

Shopping

• “What promotions can I get for trading in my phones?”
• “I was wondering if you have any deals I would qualify for to lower my bill?”

After providing details on current in-market promotions / plans / offers – if the customer decided not to take any action right now:

• “Did that offer fit what you were hoping for?”
• “Was that within your budget or did you want to explore any other options?”
• “Was there a particular offer you wanted that we didn’t discuss?”

Device Status Inquiry

• “Can you tell me if my phones are unlocked?”
• “How much do I have left before my phone’s paid off?”

• “While I look that up, are you looking to travel internationally or getting new devices?  I’m happy to also help you with information on that?”
• “Once I get that information for you, I’m also happy to help go over our promotion options to upgrade to a new device, is that something you’re looking to do in the near future?”

Bill is too High

• “I need to figure out how to get my bill down, what I’m paying is just way too much.”
• “Can you tell me why my bill went up?  Seems like it keeps changing.”

After providing requested bill details/explanation

• “Do you want to go over other options we might have that fit better with your budget and expectations?”
• “We have a lot of different options based on what’s most important to you. Do you have a few minutes for me to dig around my toolbox and see what deals I can fix up for you?”

EIP is Paid off or Close to be Paid off

• “Congratulations – looks like your phone is about to be paid off!  Are you planning to upgrade it soon?  We have quite a few promotions I’d be happy to go over with you!”
• “One thing I noticed – it looks like you have some phones paid off, which means they can be traded in towards a new phone.  Do you want to go over some of your options really quick?”

History of Device / Service Complaints

• “I noticed you called in before about some issue with your service and I want to make sure you’ve been taken care of.  Is there still anything outstanding that I can help with today?  My priority is to make sure you’re a happy customer.”
• “Looks like you may have had some issues recently.  Did that get fully resolved to your satisfaction?  Is there anything else you’d like to go over or that I can do?”

Removal of Autopay

• “I wanted to make sure you knew that you don’t have autopay enabled so you’re missing out on that discount.  Can I help with anything to make sure you get that set back up and get the best value?”
• (If there are multiple risk factors) “There are a few things here telling me you might be looking at leaving us, is that the case?  Is there anything going on that I can help resolve?  We’d hate to lose such a great customer.”

Customer never had Autopay

“Hey, I just realized you don’t have autopay set up – did you know that could provide you with an extra discount on your account?  Would you be interested in learning more about that?”

• “It looks like we might have an opportunity to help you get back on track.  Has anyone gone over your bill with you to see if we can make it more affordable?”
• “I noticed something may have changed recently and you’ve had some suspensions.  Was that a one-off or do you want to explore some changes to get your bill down to something more affordable?  I’d love to help you get back on track so your services stay active!”

Competitor – Generic

“I have questions about closing out my account, I ‘m looking at moving to a new provider soon.”

• “I’m really sorry to hear you’re thinking about leaving us — I appreciate you letting me know, and I’ll absolutely help you through this.”
• “I hate to hear that we’re losing you, but I want to make sure you’re taken care of today.”

• “Whether it’s price, a device or something else, I bet I can help you get what you need!  Would you be willing to give me a chance to look into it with you?”
• “Moving your whole account is a big step – can I ask what you’re looking for that we haven’t been able to provide?”

Not Willing to Engage

“Look, I just need to cancel my account.  I don't have time to explain, and I get that you're just trying to do your job - but all I want to do is close everything down.”

• “I appreciate your understanding – and totally respect your decision.  But it’s not just my job, it’s one of my favorite things to find ways to save money or get extra perks for my customers!”
• “I appreciate you for being direct!  I’m sorry to hear you’re leaving, but I’m here to help.”

• “We value your business and your decision, and I can make this quick – I have a few ideas already about how I might be able to improve the value you get with T-Mobile – if you’d like to hear them.”
• “You don’t need to explain if you’d rather not – but I can still do a really quick assessment and make sure you’re getting the very best we have to offer!”

Rising Costs / Billing Changes

“I feel like my bill just keeps going up and up and I'm tired of it - even if it's a few dollars at a time, it adds up.  It’s time for me to find a new carrier.”

• “I’m really sorry — I know how frustrating it is when costs creep up over time.”
• “I get it, no one likes surprise increases.  I appreciate you bringing it up, and I’m glad you called so I can help, I’d hate to see you leave.”

• “When did you first notice the bill starting to feel too high?”
• “What’s the amount you’d feel more comfortable paying each month?”
• “Would you be open to looking at what’s driving the bill up and seeing where we can bring it back down to make it more manageable?”

High Price – Overall

“I only have three lines, and my bill is way too high for just three phones.  I’m going to have to start looking at other options.”

• “I want to make sure you are only paying for the things you need, and it fits your budget.”
• “You shouldn’t feel like you’re over-paying.  I’m happy to walk through your bill with you and see what’s going on.”

• What feels like a fair price for your service?  Is there a specific budget you’re trying to stay within?”
• “I’m happy to compare your features with what you really use and fit you into the best value for your money.  Can I ask you some questions to better understand what’s important to you?”

Joining Another Family Plan

“I need my port out PIN.  I'm going to be joining my Mom's plan at AT&T to save money.”

Reminder:  Refer to Port Out Requests for customers mentioning porting out.

• “I’m sorry to hear you’re thinking about leaving us — I totally understand wanting to save money.”
• “I understand why you’d want to simplify and save by joining a family plan but I hate to hear you’re thinking of leaving us.”

• “Is the monthly cost the only factor or were there any device deals or other features you were looking for?”
• “What’s the overall price / deal with the other carrier?”
• “If we could get you an amazing deal, do you think Mom would be interested in moving her lines over to T-Mobile?”

Competitor Offer – Lower Price

“I'm looking for the cheapest possible option, and it seems like I can get that if I port out to Boost”

• “I completely understand.  Keeping costs low is really important these days, I’m sorry we haven’t hit the mark for you yet but I’m happy to explore options.”
• “I appreciate you sharing what you need.  I’m happy to get to work seeing what we can do.”

• “What’s your budget?”
• “Do you get new devices on a regular basis or stick to the same thing for a long time?”
• “What is important to you – what kinds of things do you want to get out of your service?  
• “If I found some options that could lower your bill with us, would you be interested in hearing about them?”

Competitor – Generic

“I have questions about closing out my account, I ‘m looking at moving to a new provider soon.”

• “I’m really sorry to hear you’re thinking about leaving us — I appreciate you letting me know, and I’ll absolutely help you through this.”
• “I hate to hear that we’re losing you, but I want to make sure you’re taken care of today.”

• “Whether it’s price, a device or something else, I bet I can help you get what you need!  Would you be willing to give me a chance to look into it with you?”
• “Moving your whole account is a big step – can I ask what you’re looking for that we haven’t been able to provide?”
• “What was it about the new provider that caught your eye?”

Competitor – Device Offer

“I have been a loyal customer for years, but right now I can get free phones from Verizon for the same as I'm paying now - and you all can't match that.”

• “I hate that you feel that way and would love the chance to help such a great customer stay in the family, AND reward your loyalty with a great deal!”
• “I appreciate you’re giving us a chance before making your final decision, I’ll take great care of you!”

• “What’s the offer you’re being promised from the other carrier?”
• “What are you looking for out of a new device?”
• “Do you have devices available for trade in?”
• “I love a challenge!  Would you allow me a few minutes to work my magic and see what we can do?”

Competitor – Lower Price

“I'm looking for the cheapest possible option, and it seems like I can get that if I port out to Boost”

• “I completely understand.  Keeping costs low is really important these days, I’m sorry we haven’t hit the mark for you yet but I’m happy to explore options.”
• “I appreciate you sharing what you need.  I’m happy to get to work seeing what we can do.”

• “What’s your budget?”
• “Do you get new devices on a regular basis or stick to the same thing for a long time?”
• “What is important to you – what kinds of things do you want to get out of your service?”  
• “If I found some options that could lower your bill with us, would you be interested in hearing about them?”

Competitor – Internet/Cable Bundle

"I got a great offer to bundle with my cable provider.  I need my port out PIN and account number."

Reminder: Refer to Port Out Requests for customers mentioning porting out.

“I totally understand wanting to take advantage of a good bundle deal, especially if it saves you money. You’ve been with us (insert tenure) , and we really appreciate your business, I’d be sorry to see you go.”

• “Have you explored our options for home internet service?”
• “Are you consolidating bills for the convenience factor, cost savings or was there something else you were offered?”
• “I would love to see if we can help you save with OUR internet bundle options.  Would you allow me a quick minute to see what savings we could offer?”

Promotion Dissatisfaction / Tenure Deals

“When you're a new customer, you're treated better than long-term customers.  You have to switch carriers if you want a good deal.  My Loyalty means nothing to you.”

• “I’m really sorry it feels that way — your loyalty absolutely matters to us.”
• “I hear that a lot, and I understand why it feels that way. You’ve been with us for (insert tenure), and your loyalty is appreciated and valued.”

• “Do you have a specific offer that caught your attention?”
• “What’s important to you – what kinds of things do you want to get out of your service?
• “Would you be willing to give me a chance to show you what your loyalty means to us?”
• “Let’s see what options are available specifically for existing customers like you.”

Risk Factor

(What it could sound like)

Acknowledge, Express Remorse, Own, Assurance of Help

Dig into the ‘Why’ (if needed) and Transition – Open the door

Rising Costs / Billing Changes

“I feel like my bill just keeps going up and up and I'm tired of it - even if it's a few dollars at a time, it adds up.  It’s time for me to find a new carrier.”

• “I’m really sorry — I know how frustrating it is when costs creep up over time.”
• “I get it, no one likes surprise increases.  I appreciate you bringing it up, and I’m glad you called so I can help, I’d hate to see you leave.”

• “When did you first notice the bill starting to feel too high?”
• “What’s the amount you’d feel more comfortable paying each month?”
• “Would you be open to looking at what’s driving the bill up and seeing where we can bring it back down to make it more manageable?”

Incorrect Bill Expectations

“This bill is not what I was promised when I added this new line.  I'm so tired of always being lied to, I want to cancel this order and I'm switching to AT&T.”

“I need to cancel all of this and send it back.  When I signed up, the salesperson told me all sorts of things and I just got my bill and it's nothing like what I was told.”

• “I’m so sorry this has been such a hassle, but I appreciate you calling in and I’m sure we can get it fixed.”
• “I’m really sorry about that, I can hear how upsetting that is. You trusted us, and that matters. We value your business”
• “I’m sorry that something fun like a new phone went a little south, and it’s making you regret your decision.  I’d love an opportunity to turn that around for you.”

• “To start, what were you expecting from your service and your monthly bill?”
• “Help me understand so I can fix it – what is it you were promised?”

Promotion Dissatisfaction / Tenure Deals

“When you're a new customer, you're treated better than long-term customers.  You have to switch carriers if you want a good deal.  My Loyalty means nothing to you.”

• “I’m really sorry it feels that way — your loyalty absolutely matters to us.”
• “I hear that a lot, and I understand why it feels that way. You’ve been with us for (insert tenure), and your loyalty is appreciated and valued.”

• “Do you have a specific offer that caught your attention?”
• “What’s important to you – what kinds of things do you want to get out of your service
• “Would you be willing to give me a chance to show you what your loyalty means to us?”
• “Let’s see what options are available specifically for existing customers like you.”

End of Promotion

“I was told to call back in November because that’s when the promotion ends and I can remove this line.”

“I was told not to cancel anything with 90 days when I got this promotion, but I think that was at least 90 days ago.”

• I’m so glad you were able to take advantage of one of our promotions!  Let me get your account loaded and make sure I’m giving you all the right information.”
• “Thanks for calling back in so we can get you taken care of.  Let’s review the details together and make sure you have all your options.”

• “I know you were waiting for the end of the promotion to make changes, but tell me a little bit about what happened with this line?”
• “So the previous promotion did end, but are you looking at taking advantage of a new promotion?  Or what are your overall thoughts with this?”
• “If there was a way to meet your ultimate goal without canceling this line, would you be interested in that?”

Billing Issue

“I am getting so annoyed with you guys I think I'll be leaving.  I was told to pay one thing, then something different, and I can't figure out how my bill keeps getting so high and what all these fees are from”

• “I’m really sorry — I can hear how frustrating this has been and I want to help.  You shouldn’t have to guess what your bill is going to be and why it is what it is.”
• “Oh no, I’d hate for you to leave over that!  I’m sure I can help explain what’s going on and fix any issues.”
• “I’m sorry we weren’t able to clear up your billing questions last time you called.  I’m sure I can take care of all your concerns.”

• Can you give me a little more information on what you were expecting    
• What’s your budget / what do you feel comfortable paying each month?”

Missed Commitment

“The last two people I talked to said they were going to fix this, and I've spent hours on the phone and it's not fixed. I’m done, cancel my account.”

• “I’m really sorry — I can understand why you’d feel fed up.  Please let me be the one that finally gets this resolved for you.”
• “I’m so sorry this has been such a hassle, and I know you’ve heard this before, but I’m positive we can get this fixed!”

• “I can see there is a lot going on here – what is your primary goal?  What does ‘fixed’ look like for you?”
• “I’m going to review the account so you don’t have to repeat yourself – but to make sure I get this done right, can I ask just a few questions?”

• “I told you that I wasn’t going to be able to pay the past due on the 20th, but the lady said to set up the arrangement anyway.  Then my service was turned off and now I have all these fees?  This is ridiculous, I’m going back to prepaid.”
• “I need my port out PIN.  You guys keep disconnecting me. I have to have my phone to work, it can't just stop working because my bill’s a few days late.”

• “I’m sorry that happened, especially when you were trying to do the right thing.  I’m sure I can help clear this up.”
• “I’m sorry, I can see that the account is suspended, let me help you get that taken care of right away, being able to stay connected is so important.”

• Was there an event or change that make it harder to keep up with your bill?”
• “If you’ll let me, I’d love to explore some options to make your bill more affordable, or talk about how to help you get back on track.”
• “I might have some suggestions about account changes that could help you lower your bill and stay up to date, would you be willing to answer a few questions to help me find you the best options?”

Hardship

“I just can’t afford to keep paying this every month.  If you can’t help me lower my bill, I’m going to have to find another provider.”

• “I’m really sorry — I know how stressful it is when monthly bills start feeling unmanageable.”
• “You’re not alone — a lot of people are feeling this pressure.  I’m here for you - let’s take a look together.”

• “Can you tell me if something’s changed recently that’s making this harder to afford?  Have we made changes to your account or services?”
• “What kind of monthly amount would feel more realistic for you right now?”
• “What features or perks are non-negotiable for you?  What’s the most important thing you need out of your service?”

Hardship / Delinquent

“I’ve been trying to get caught back up, but there’s no way I can pay that, I have no money right now.  If you can’t turn my phone back on, I’ll just have to go get a prepaid phone or something, I can’t be without a phone.”

• “I sorry, I don’t want you to feel stuck or without options. I will explore every possible solution so we can get you unstuck.”
• “Staying connected is so important – let’s see what options we have to get you back on track.”
• “I can see that you’ve been trying to get caught up, thanks for that!  Now let’s see how we can work together on this and what options we have.”

• “Help me understand what’s been going on financially that made it hard to catch up.  Do we need to look at long term solutions or do you expect this to be more short-term?”
• “If there’s a way to move you into a more affordable plan, so that in the long term you can get caught back up – is that something you’d want to talk more about?”
• “Would you be willing to give up any of the features or perks you have today in order to make your bill more affordable?  And in the future when you’re on track, we could discuss adding them back?”

Generic request to cancel a line

• “I need to remove a line from my account”
• “I have a line on my account I don’t use, I need to have it cancelled.”

• “Okay, looks like you’re wanting to make some changes to the account, I can certainly help with that. “
• “Sure, let’s take a look at that line - You’ve reached the right person for the job!”
• “I’m happy to walk through your options and make this as easy as possible.”

• “To help me point you in the right direction, tell me a little bit about what happened with this line, why are we looking into removing it today?”
• “I want to make sure we’re on the same page – what’s changed, why are we canceling this line?”
• “Before we make any changes, help me understand the primary goal behind removing this line.”

End User Change

• Relationship change: “This line belonged to my ex-husband”
• Not paying their portion “I’m tired of paying their bill”
• Left the Country “This was just a temporary loaner phone”

• “I got you!  We have a few different options to make sure you get their line disconnected from your account.”
• “Happy to help you figure out how to get everyone paying their own way!”
• “Of course, that was so generous of you to help out with that loaner phone!” 

• “Are we pretty sure this is going to be a permanent change, or should we look into short-term options?”
• “Do you know if they need to keep this number and might need to start their own account, or maybe port out that line?”
• “I have some ideas on ways you might benefit from keeping that line active, can I tell you about that real quick?”
• “If there’s a way to reduce the charges without fully cancelling the line, would you be interested in hearing about that?”

End User Porting Out

• “My sister is moving over to her boyfriend’s account”
• “It’s time for my kids to get on their own account.”

Reminder: Refer to Port Out Requests for customers mentioning porting out.

• “That’s exciting, sounds like a big milestone for them and I’m happy to help!”
• I can certainly help with this kind of transition.  There are a few things to consider so let’s jump in.”

• “Are we looking to just remove the financial responsibility from your account or is there something else they are looking for that we might be able to provide?”
• “Do they already have an account set up or are we still working all that out?”
• “Our family plans can offer some amazing value – if there are any options to reduce the cost for everyone, would you like to hear about that?”

Free Line / Unknown Line – not being used

• “I just found out I have four voice lines, but I’m only actually using three.”
• “I was given a free line, but I’m not using it and I see I’m being charged taxes and fees on it.”

• “I get it, I wouldn’t want to pay for something I’m not using either!  I’m happy to help you get this figured out.”
• “Sure, let’s take a look - I want to make sure you’re getting the most out of your service and what you’re paying!”

• “When you got the free line, did you have any initial ideas about how you wanted to use it?”
• “I might have some creative uses for that line that you haven’t thought of, if you’re interested.”
• “We might have some ways to get more value out of this line, can I tell you what I’m thinking?”

• “I was told to call back in November because that’s when the promotion ends and I can remove this line.
• “I was told not to cancel anything with 90 days when I got this promotion, but I think that was at least 90 days ago.”

• “I’m so glad you were able to take advantage of one of our promotions!  Let me get your account loaded and make sure I’m giving you all the right information.”
• “Thanks for calling back in so we can get you taken care of.  Let’s review the details together and make sure you have all your options.”

• “I know you were waiting for the end of the promotion to make changes, but tell me a little bit about what happened with this line?”
• “So the previous promotion did end, but are you looking at taking advantage of a new promotion?  Or what are your overall thoughts with this?”
• “If there was a way to meet your ultimate goal without canceling this line, would you be interested in that?”

Value Concern

• Review EHS/NBA suggested treatments for ways to add value or save the customer money
• Review current rate plan and included benefits 
• Review the Promo dashboard to check for both active and expired promotions 
• Review AutoPay status to ensure customer is enrolled and receiving the AutoPay discount.
• Review upgrade program options such as Yearly Upgrade. 
• Research alternate rate plan options compatible with existing promotions and customer needs

1. Reinforce the value of the customer’s current plan and benefits and explore any unused benefits. 
2. Encourage the customer to sign up for AutoPay if not currently enrolled.
3. If they aren’t signed up for Netflix, Apple TV+, or Hulu, remind them they can save over $35/month by redeeming on an eligible plan.
4. Migrate the customer to a lower-priced rate plan, if available. Important, follow these steps:
   1. Check which rate plan(s) are on the account or free line promotions
   2. Use the EIP summary to see active promotions on the line(s) requesting plan change.
   3. Make the customer aware of promotions impacted as a result of plan change.
5. Work with the customer to identify: 
   • Services used or features with flexible options, that can be scaled down to reduce costs. (Review benefits of P360 before removing)
   • Review issue type Low/No Usage - BTS Devices (Wearable & Tablet) for handling.
   • Low-usage Voice lines from the account that can be removed. If the customer is receiving this line for free, educate them about the benefit and encourage them to find a way to use the line.
6. Loyalty: Utilize Retention Offer Handling - Loyalty to explore additional solutions
7. Educate the customer about the benefits of their new plan if they change plans during the call. 

Use T-Mobile Positioning & Competitive Overview

At T-Mobile, you save

• At least 20% vs. AT&T and Verizon with 3 lines.
• Up to $200 in extra value every month on our Experience plans.
• With our 5-Year Price Guarantee on talk, text, and 5G data.

First Responders

Get 40% off family lines with our Experience plan—our best discount with 5G access included and many other great benefits.

55+

• Save up to 45% vs AT&T and Verizon while still getting unlimited access to America’s fastest 5G network and amazing perks.
• Verizon and AT&T only offer their 55+ segment plans in the state of Florida. T-Mobile offers this discounted plan nationwide.

Military

• Get 40% off Experience plan rates for family lines. T-Mobile’s Military plan offers more benefits than those offered by AT&T and Verizon.
• With the Essentials Military plan, we have the lowest cost military plan in the industry. 

Low/No Usage – BTS Devices (Wearable & Tablet)

“I rarely use my watch line. Can I remove it?”

“My kids are connected to Wi-Fi when using their tablet. I want to cancel it.”

“My watch is paid off, can I cancel the line?”

• Memos – recent account changes
• Promo dashboard – active service and device promotions
• EIP balances, length of remaining EIP payments
• Review device upgrade options

1. Highlight benefits of staying connected on the go with the ability to use their tablet/watch without a mobile device in the event they’re away from Wi-Fi or have a dead battery.
2. Review promos for active BTS lines, if necessary, offer options to change rate plans and highlight new upgrade promotional pricing.
3. Migrate the customer to a lower priced plan, if available. Important, follow these steps:
   • Check which rate plan(s) are on the account or free line promotions
   • Use the EIP summary to see active promotions on the line(s) requesting plan change.
4. Recommend changing  line type
5. Educate customer on future promotional impacts when canceling line
6. Loyalty: Utilize Retention Offer Handling - Loyalty to explore additional solutions

Highlight Wearable Plan Benefits

• Easy access to notifications, calls, and messages without needing your phone
• Health and fitness tracking
• Emergency use if/when your mobile phone is out of reach/battery
• Separate number for use as needed

Highlight MI Plan Benefits

• No need to rely on Wi-Fi that may not be secure
• Easy access to notifications, calls, and messages without your phone

Recommend Device Upgrade

Check in on how they’re enjoying their device – listening for pain points and favorite features that may lead to an upgrade recommendation

Lower Priced Plan

If customer only needs for emergency use and does not currently have a service/device promotion – recommend a lower prices rate plan.

In-Home Coverage

• Review Account Memos, including recent troubleshooting
• Check Atlas tools for known issues, outages or tickets
• Recent device purchases, exchanges
• Age and type of devices in use on impacted lines
• Use the Device Compatibility Checker  to check compatibility with the T-Mobile network
  • If results are not-compatible or partially compatible, refer to 5G Incompatible Phone issue type. 
• Check coverage dashboard for existing devices
• Tech teams – check VEA for known issues & outages

• If Wi-Fi Calling is off; turn on and educate customer about Wi-Fi calling
• If the device is not 5G compatible, review upgrade options
• Recommend using T-Satellite, if eligible  

T-Mobile has more 5G coverage than Verizon and AT&T

• Verizon / Xfinity / Xfinity Mobile / Spectrum: T-Mobile has over 3x the 5G coverage than Verizon. 
• AT&T: T-Mobile's nationwide 5G is 50% faster than AT&T on average. 

Wi-Fi Calling

With Wi-Fi calling, you have the option to use your home Wi-Fi to make calls, text and use data like you normally do on you normally do everywhere else.

Non 5G Compatible Phone

• Using an older phone that doesn’t support 5G.
• Even if coverage is good, the phone won't perform as well because it's not compatible with our industry-leading 5G Network.
• We highly recommend upgrading to a new device to ensure you get the best experience at T-Mobile. We have great deals available to you, including a free 5G device and exclusive deals on top Apple and Samsung devices.

T-Satellite

Using Starlink, SpaceX’s network of satellites and advanced technology coupled with T-Mobile’s industry-leading wireless network, the Un-carrier plans to provide nearly complete coverage – even in many of the most remote locations previously unreachable by traditional cell signals.

5G Incompatible Phone 

"My phone never has any bars and I get a constant spinning wheel on the internet.”

• Review Account Memos, including recent troubleshooting
• Check Atlas tools for known issues, outages or tickets
• Recent device purchases, exchanges
• Age and type of devices in use on impacted lines
• Use the Device Compatibility Checker  to check compatibility with the T-Mobile network.
  • Partially compatible devices are not fully compatible with our network, so customers could experience limited coverage, dropped calls, and slower data speeds.​
  • Not-Compatible this device won’t work on our network.
• Tech teams – check VEA for known issues & outages

• If the device is not 5G compatible, review upgrade options
• If Wi-Fi Calling is off; turn on and educate customer about Wi-Fi calling

"I noticed you're using an older model phone that doesn't support 5G. This means even if coverage is good, your phone won't perform as well because it's not compatible with our industry-leading 5G Network. we do have strong 5g coverage in your area, so upgrading to a 5G phone would bring you up to speed. We offer many 5G phones, including several that are free and on promotion. Would you like to learn more about your options?"

“Your phone is not fully compatible with our advanced network, which means you could experience limited coverage, dropped calls, and slower data speeds. We highly recommend upgrading to a new device to ensure you get the best experience at T-Mobile. We have great deals available to you, including a free 5G device and exclusive deals on top Apple and Samsung devices.”

Spotty Coverage

“My coverage is fine around town, but when I’m outside of town it’s spotty. I think AT&T or Verizon would serve me better.

• Memos - recent troubleshooting
• Check Atlas tools for known issues, outages or tickets
• Recent device purchases, exchanges
• Age and type of devices in use on impacted lines
• Use the Device Compatibility Checker  to check compatibility with the T-Mobile network
  • If results are not-compatible or partially compatible, refer to the 5G Incompatible Phone issue type. 

• If the device is not 5G compatible, review upgrade options
• If Wi-Fi Calling is off; turn on and educate customer about Wi-Fi calling
• Recommend using T-Satellite, if eligible.

Lower Priced Plan 

“I found a cheaper plan at AT&T and want to cancel.”

• Review EHS/NBA suggested treatments for ways to add value or save the customer money
• Review Account Memos - recent offers, price quotes
• Review current rate plan and included benefits
• Review Promo dashboard – check for both active and expired promotions
• Autopay status to ensure customer is enrolled and receiving AutoPay discount
• Upgrade program options (Yearly Upgrade, JUMP!)

1. Reinforce the value of the customer’s current plan (leverage competitive overview tool to compare our taxes included price and all of the benefits included in the plan)
2. Sign up customer to Autopay if not currently enrolled
3. If they aren’t signed up for Netflix, Apple TV+, or Hulu, remind them they can save over $35/month by redeeming on an eligible plan
4. Migrate the customer to a lower-priced rate plan, if available. Important, follow these steps:
   1. Check the account for any rate plan or free line promotions 
   2. Use the EIP summary for any active promotions on the line(s) requesting plan change 
   3. Make the customer aware of promotions impacted as a result of plan change
5. Work with the customer to identify:
   • Underutilized services or features with flexible options, that can be scaled down to reduce costs. (Review benefits of P360 before removing)
   • Review issue type Low/No Usage - BTS Devices (Wearable & Tablet) for handling. 
   • Low-usage BTS lines from the account that can be removed
   • Low-usage Voice lines from the account that can be removed
6. Educate the customer about the benefits of their new plan if they change plans during the call. 

Loyalty: Utilize Retention Offer Handling - Loyalty to explore additional solutions

T-Mobile customers save at least 20% vs. AT&T and Verizon with 3 lines. And with our all-new T-Mobile Experience plans, you get a 5-year price guarantee on talk, text, and 5G data. No surprises, no price hikes, just peace of mind through the next decade.

• Experience Beyond plan, customers get over $200 a month in added value - that’s $2,400 a year
• Experience More plan, customers get over $125 a month in added value – that’s $1,500 a year

First Responders

Get 40% off family lines with our Experience plan—our best discount with 5G access included and many other great benefits.

55+

• Save up to 45% vs AT&T and Verizon while still getting unlimited access to America’s fastest 5G network and amazing perks.
• Verizon and AT&T only offer their 55+ segment plans in the state of Florida. T-Mobile offers this discounted plan nationwide.

Military

• Get 40% off Experience plan rates for family lines. T-Mobile’s Military plan offers more benefits than those offered by AT&T and Verizon.
• With the Essentials Military plan, we have the lowest cost military plan in the industry.

Upgrade Offer

“AT&T has a free phone deal if I switch. I need a new phone, and the upgrade offer you have isn’t free.”
 

• Review EHS/NBA suggested treatments for upgrade offers
• Review Atlas Segments for active targeted offers
• Review Account Memos - recent offers
• Review current rate plan & included benefits
• Review Promo dashboard – check for both active and expired promotions
• Use Promo Genius to find available upgrade offers
• EIP balances, available credit
• Upgrade program options (Yearly Upgrade, JUMP!)

1. Review the device offers they have available to them on their current plan
2. If the customer isn’t on an eligible plan, offer options to change rate plans and highlight new upgrade promotional pricing     
   • Highlight that existing customers get the same deal as new customers on eligible plans 
3. Leverage Competitive Overview Tool 
   1. Review total cost of ownership as compared to competition (Phone, rate plan, and added benefits)  
   2. Added Benefits
      • Taxes and fees included
      • Streaming - Netflix, Apple TV+, Hulu
      • Travel: In flight wifi, texting/data in 215+ countries and destinations, voice/text in CA/MX
      • Entertainment: Discounted tickets, VIP access
      • T-Mobile Tuesdays
   3. Largest and fastest 5G Network in America

Loyalty: Use Retention Offer Handling - Loyalty to explore additional solutions

Value isn’t just about yesterday’s device deal. It’s about delivering real savings, exclusive perks, and next-level connectivity you won’t find anywhere else. T-Mobile customers save at least 20% vs. AT&T and Verizon with 3 lines. 

• Experience Beyond plan, customers get over $200 a month in added value - that’s $2,400 a year - including: Annual “same as new” phone upgrades
• Experience More plan, customers get over $125 a month in added value – that’s $1,500 a year – including: Upgrade Ready Every 2 Years

Phone Deal Dissatisfaction (new vs existing customer deal)

“Why do new customers get better deals than me? Does loyalty mean anything? I’ve been here 3 years!”

• Review EHS/NBA suggested treatments for upgrade offers
• Review Atlas Segments for active targeted offers
• Memos - recent promo offers
• Current rate plan – benefits
• EIP balances, available credit
• Promo dashboard – active and expired promotions
• Upgrade program options (Yearly Upgrade, JUMP!)

• Highlight that existing customers get the same deal as new customers on an eligible plan
• Offer options to change rate plans (to Go5G) and highlight new upgrade promotional pricing

Loyalty: Use Retention Offer Handling - Loyalty to explore additional solutions

At T-Mobile, we value both our existing and new customers equally. That's why we ensure that customers on our most popular plans always receive the same fantastic device deals as new customers activating on those plans, and vice versa.

• Experience Beyond plan, customers get over $200 a month in added value - that’s $2,400 a year - including: Annual “same as new” phone upgrades
• Experience More plan, customers get over $125 a month in added value – that’s $1,500 a year – including: Upgrade Ready Every 2 Years

Leaving for Cable Co’s.—low plan cost (Xfinity, Spectrum, Charter, etc.)

“Xfinity has a great deal on an unlimited plan”

• Review EHS/NBA for relevant treatments
• Check HSI Eligibility
• Memos - recent promo offers
• Current rate plan - benefits
• EIP balances, available credit
• Promo dashboard – active and expired promotions
• Upgrade program options (Yearly Upgrade, JUMP!)

Leverage competitive overview tool to highlight T-Mobile advantages

• Unlimited 5G data vs. Cable capped “unlimited” and “by the gig” plans
• Superior benefits
  • Taxes and fees included
  • Streaming: Netflix, Apple TV+, Hulu
  • Travel:  In flight wifi, text/data in 215+ countries & destinations, voice/text in CA/MX
  • Entertainment: Discounted tickets, VIP access
  • T-Mobile Tuesday
• No exploding promotions
• Largest and fastest 5G network in America

Loyalty: Utilize Retention Offer Handling - Loyalty to explore additional solutions

Sometimes, cable companies seem to have great deals with really low prices. But there are some important differences from T-Mobile's plans.

With T-Mobile’s Experience plans, you get a 5-year price guarantee on talk, text, and 5G data. No surprises, no price hikes, just peace of mind through the next 5 years.

1. Spectrum charges $10/line if not bundled with Home Internet while Xfinity charges $25/line.
2. Prices explode after agreement expires if customer has a 12-month free line offer
3. T-Mobile has over 3x the 5G coverage than Xfinity and Spectrum. 

Leaving for Cable Co’s.—good device deal (Xfinity, Spectrum, Charter, etc.)

“Xfinity has a great deal where I can buy one line and get one for free”

• Review EHS/NBA suggested treatments for upgrade offers
• Check HSI Eligibility
• Review Atlas Segments for active targeted offers
• Memos - recent promo offers
• Current rate plan - benefits
• EIP balances, available credit
• Promo dashboard – active and expired promotions
• Upgrade program options (Yearly Upgrade, JUMP!)

Offer options to change rate plans (to Go5G) and highlight new upgrade promotional pricing

Review the device offers they have available to them on their current plan

Leverage competitive overview tool to highlight the value included in their plan and the advantages of T-Mobile over Cable Cos

• Unlimited 5G data vs. Cable capped “unlimited” and “by the gig” plans
• Superior benefits
  • Taxes and fees included
  • Streaming: Netflix, Apple TV+, Hulu
  • Travel:  In flight wifi, text/data in 215+ countries & destinations, voice/text in CA/MX
  • Entertainment: Discounted tickets, VIP access
  • T-Mobile Tuesdays

Largest and fastest 5G network in America

Loyalty: Utilize Retention Offer Handling - Loyalty to explore additional solution

Sometimes, cable companies seem to have great deals with really low prices. But there are some important differences from T-Mobile's plans.

With T-Mobile’s Experience plans, you get a 5-year price guarantee on talk, text, and 5G data. No surprises, no price hikes, just peace of mind through the next 5 years.

• Experience Beyond plan, customers get over $200 a month in added value - that’s $2,400 a year - including: Annual “same as new” phone upgrades
• Experience More plan, customers get over $125 a month in added value – that’s $1,500 a year – including: Upgrade Ready Every 2 Years

Cost of Monthly Service 

“I can’t afford my service with you any longer.”

• Review EHS/NBA for relevant treatments 
• Memos - recent promo offers, price quotes
• Promo dashboard – active and expired promotions
• Compare previous bills
• Payment & Collection history
• EIP balances and length of remaining EIP payments
• Changes to service – plan changes, added lines, new equipment
• Current bill – one time charges or pro-rated impacts
• Payment & Collection history

Follow this order of steps when reviewing options to lower a customer’s bill:

1. Reinforce the value of the customer’s current plan (leverage competitive overview tool to compare price and all of the benefits included)
2. Sign up customer to Autopay if not currently enrolled
3. If they aren’t signed up for Netflix, Apple TV+, or Hulu, remind them they can save over $35/month by redeeming on an eligible plan
4. Migrate the customer to a lower priced rate plan, if available. Important, follow these steps:
   1. Check which rate plan(s) are on the account or free line promotions
   2. Use the EIP summary to see active promotions on the line(s) requesting plan change.
   3. Make the customer aware of promotions impacted as a result of plan change.
5. Work with the customer to identify:
   • Underutilized services or features with flexible options, that can be scaled down to reduce costs. (Review benefits of P360 before removing)
   • Review BTS lines with Low-usage 
   • Low-usage Voice lines from the account that can be removed
6. Educate the customer about the benefits of their new plan if they change plans during the call.

Loyalty: Use Retention Offer Handling - Loyalty to explore additional solutions

Added Benefits

• You Save up to $200 in extra value every month on our Experience plans.
• Experience Beyond plans save over $35/month in streaming perks on us.

Saving with Autopay

With Autopay you can save $5 per line every month by enrolling in AutoPay using your debit card or linked bank account to pay your T-Mobile bill.

55+, First Responder, Military

First Responders & Military: Get 40% off family lines with our Experience plan—our best discount with 5G access included and many other great benefits.

55+: Save up to 45% vs AT&T and Verizon while still getting unlimited access to America’s fastest 5G network and amazing perks.