System Issues: Samson

Learn more about current, recently resolved, and planned maintenance for Samson. For additional issues not listed here, see Frontline System Issues.

Samson Troubleshooting

If you are experiencing an issue not listed here, contact your site leadership. Coaches and Business Support: Follow Desktop Tools support for escalation steps and Samson Proactive Cleanups for other issues found on postpaid accounts.

System Impacted: Samson, Atlas

System Channel: Care, Retail

Description:

Issue: HSI Return Authorizations (RAs) and return labels were not generating for the correct IMEI for approximately 700K active HSI subscribers. The issue was identified and resolved in April 2026; however, the original start date of the issue is unknown.

Impact: Customers completing a return or exchange may have been incorrectly charged a Non-Return Fee (NRF) because returned devices could not be tracked properly. While the Shipping Label Tool may have been used to recover devices, it does not accurately close the original return or exchange transaction.

Workaround:

Customer Assistance Process:

  1. Research the originating return or exchange transaction.
  2. Determine whether an RA/Return Label was generated:
    • Yes: Follow standard research processes and only if applicable, adjust the NRF.
    • No:
      a. Verify whether an HSI NRF was charged to the account.
      b. Using the returned device IMEI, confirm whether T-Mobile received the device (Retail or warehouse).
      • If received and the NRF has not been adjusted, apply a credit.
      • If not received, the NRF should remain valid.

Description:

Due to a logic error, when an HSI gateway is exchanged, the IMEI may not be getting updated in Samson which prevents a Return Authorization/Return label from generating.  Then, due to this, an NRF may be getting applied after grace periods expire. 
None for frontline. The system will script discounts on within a couple days.

Workaround: 

For reports of NRFs charged in error: Check for gateway exchange, check for a related RA. If no RA generated, and customer is committed to returning the gateway: 

  • Generate a return label using the Shipping Label Escalation tool and thank the customer for using this to return the device. 
  • Adjust the related NRF.   No action is needed.

Start Date: 05/08/2026

Description
BANs with 7+ lines do not have the Autopay Discount scripted on immediately.  This occurs systematically, usually overnight, but may occasionally take a couple days. Until the discounts get added, frontline systems will display the BAN as ineligible for the Autopay discount.
Workaround
None for frontline. The system will script discounts on within a couple days.
System Steps
Verify that the BAN has seven or more lines and that Autopay was enrolled within the past couple days on a debit card or bank account (per memos). Assuming all other eligibility criteria are met (e.g. eligible rate plan and payment method), the discounts will be scripted on automatically within a couple days. No action is needed.
Start Date: 12/15/2025

Description
Since 11/6/2025, some manual promo enrollments are getting stuck in the Frontline Promo Dashboard (FPD) and do not complete processing.

Workaround
For each instance, file a Promo Ops Intake with the account details so that teams can manually review each example. Teams are working on a solution.

Start Date: 11/6/2025
Ticket: INC121517513

Description

Customers with multiple accounts linked to the same T-Mobile ID (TMOID) may face difficulties when trying to submit a rebate via the Rebate Front Door. The system only returns one account, which may not be the account the customer needs to submit on.

Workaround

Customer care must assist with a manual submission using the Promo Tool.

System / Process

  • Promo Tool

 

Description

Leaders with “Enroll” permissions are seeing promos in FPD that they are not permissioned to enroll in. While the system correctly blocks enrollment, it incorrectly displays the promo as available.

Roles Impacted:

  • RAM/RSM/Sr. ME/EAM/ESM
  • Coach
  • Virtual Retail Manager
  • Partner Delivery Manager

The promo appears as an available option to users in FPD. When they attempt to enroll, the system does not enable the Add Promotion button due to needing Super User permissions—but the visibility itself is misleading and incorrect.


Workaround

Users should verify customer eligibility before attempting to enroll in a promo. If the promo appears but enrollment is blocked, please file a ticket and reach out to your leadership for assistance with enrollment. Review Frontline Promo Dashboard to understand permission levels. 

System / Process

Frontline Promo Dashboard (FPD)

Ticket / BIN

INC115859130

Description

The Frontline Promo Dashboard (FPD) may display an error message “Sorry, your action didn’t succeed, our servers ran into a problem. We are working hard to fix the issue. Try again later.” This occurs when unenrolling and enrolling into RDC promos.

Workaround

Try enrolling in both Samson & Atlas. If unsuccessful schedule a follow up to reattempt. Contact the Service Desk if issue persist.

System / Process

Frontline Promo Dashboard (FPD)

Ticket / BIN

INC113007975

Description

The Frontline Promo Dashboard (FPD) may not open or constantly spin when accessing in Atlas or Samson.

Workaround

Update the policy in Zscaler and refresh Atlas/Samson. This will then allow the FDP open. Open ZScaler > Select More > Select Update Policy

System / Process

Frontline Promo Dashboard (FPD)

Ticket / BIN

INC112263715

Description

When attempting to cancel Autopay, if the Autopay payment method is a debit card, the cancellation is unsuccessful

Workaround

  • Use Atlas to remove Autopay
  • Fix is in progress - ETR: 1Q24

System / Process

Samson

Ticket / BIN

INC75758954

JIRA: AMDPSP-2122

Description

Due to timing of overnight processes, some payments may not update the past due amount shown in the Collection Widget.

Workaround

  • Apply a $0.01 adjustment to the BAN. This financial activity will trigger an update in the back-end table that data is pulling from and correct the widget display. 
  • Fix is in progress - ETR: TBD

System / Process

Samson

Description

With the recent changes for non Simple Global roaming rates, where the rate while roaming lowered  from $15/mb to $.01/mb, customers are receiving a high balance SMS.

Workaround

  • Check usage to confirm the customer does not have a high balance or not.
  • If they don't have a high balance advise that this SMS is a known issue and that they can disregard it.

System / Process

Samson

Description

Starting on 8/21 in Samson, the Blk SIM Chg radio button will be non-functional.

Workaround

  • Click on Change from the Equipment field
  • If there is a SIM block on the account, Message will be displayed that indicates if there is a SIM block (at launch will not break out between Fraud SIM block or SIM Protection)
  • Filter in memos to search for Fraud SIM Block or SIM Protection Feature added/removed from account.
  • Atlas and Tapestry will also continue to have existing Fraud SIM Block indicator
  • Teams are looking into future options for an indicator in CSM

System / Process

Samson

Description
Customers roaming in Mexico are being charged $3/minute for calls to Mexico area code 664 when the country code +52 is not dialed. Because 664 is also a Caribbean area code, these calls are incorrectly classified as international instead of domestic (Mexico), even for customers with Mobile Without Borders.

Workaround

  • Advise customers to dial +52 before the number when calling within Mexico to avoid misclassification.
  • Incorrectly rated calls will automatically adjust at the time of billing. The customer may see a charge and offsetting adjustment.
  • No more tickets are needed.

System / Process

  • Samson

Ticket / BIN

  • N/A

Description

Due to a system issue, Customer's on Go5G Next rate plans may have duplicate Data SOCs present on the account and may experience errors when performing account maintenance activities. 

Workaround

At this time, there is no workaround available. Support teams are actively engaged and are working to correct the issue. For escalated situations, please submit an account error form ticket or contact the Service desk. 

System / Process

  • Samson

Ticket / BIN

  • SR40753765

Description

Due to a limitation in system logic, Employees who currently have less active GSM lines on their product level plan than the plan requires may not have their employee discount apply at the time of billing.

Workaround

Help the impacted employee right fit to a product level/shared plan that matches their line count.

System / Process

  • Samson

Description

Due to a system issue, accounts that have a backdated rate plan change performed in Atlas to either Go5G or Go5G Plus rate plans may experience incorrect usage rating on their international usage and may lead to a high balance suspension. 

Workaround

If international usage has been rated incorrectly, identify the Customer's Data SOC and backdate the expiration date of the SOC to the beginning of the current bill cycle. Once completed, backdate the addition of the same Data SOC to the beginning of the current bill cycle in order to have the usage rerated for the Customer.

Once rerating is complete, no adjustments will be required. If unable to perform the activity due to permission, please engage an Associate Coach or above for assistance. 

If a backdated expiration and addition of the existing Data SOC is not possible, work with the Customer to backdate their rate plan to their original plan in order to re-rate the usage. Once completed, future date the addition of the Go5G/Go5G Plus rate plan to the start of the Customers next bill cycle. 

If a Customer has been suspended for high balance, please ensure to restore the Customer. 

System / Process

  • Samson

Description

Due to a system issue, some customers may not be receiving their T-Mobile Insider ID240415 promo on their AAL lines.

Workaround

Apologize for inconvenience and advise customers the issue is currently being corrected. Customers will receive appropriate adjustments moving forward and back credits will be applied. Please note ** do not apply adjustments manually.  These will be applied by the system. Thank you.

System / Process

  • Samson

Ticket / BIN

  • BIN 238170

Description

Current bill customers may see a double-charge without proration if they backdate a rate plan.

Workaround

Issue is currently being investigated.  Please note ** do not apply adjustments manually.  These will be applied by the system. Thank you.

Backdated rate plan customers are fixed going foward and impacted customers were credited.

For future dated plan customers, a fix is scheduled for the June release.  Adjustments will be applied systematically starting 4/28.  Credits were applied manually for impacted accounts 4/8-4/28.  If one was required, a note will show "Adjustment for double charge"

System / Process

  • Samson

Ticket / BIN

  • INC39302719

Description

Certain bill formats may cause “Failed to retrieve bill image. Please try again later” error in systems.

Workaround

As the file still needs to be generated, please use Samson to generate and retrieve the PDF from the Bill menu > Other Bill Image instead of using the Last Bill or Last Bill Image option.

Note: TFB PDF bills in the M5 format (TFB1 Billing Parameters) cannot be viewed in Samson. However, they can be downloaded and saved to an appropriate local drive. 

System / Process

  • Samson
  • Atlas
  • My.T-Mobile

Ticket / BIN

  • INC72338348

Description

Non-return fees were not being systematically credited when an IMEI was returned. 

Workaround

Verify the NRF has not been credited systematically or manually. 

System / Process

  • Samson

Ticket / BIN

  • BIN 237444

Description

Between 9/2/23 and 12/12/23, some AAL Subscribers moving to Go5G Next Plan GO5G1YFM may not have received the AAL Promo they were eligible for.

Workaround

Users should not delete the AALPROMOB SOC when making this change

System / Process

  • Samson
  • Atlas

Ticket / BIN

  • BIN 237929
  • INC75189890

Description

3rd Line Discount - Beginning 2/15/23, some conversion subscribers with a 3rd line discount, who had migrated to TI plans may not have received all the discounts they were eligible for on the Magenta stack.

Workaround

Impacted subscribers will be identified.  Scripted adjustments will continue to be processed throughout cleanup.

System / Process

  • Samson
  • Atlas

Ticket / BIN

  • BIN 237443

Description

Beginning 9/1/23, some subscribes eligible for Trade In promotions, may not have received their trade in promo, or may have been enrolled into a lesser promo erroneously.

Workaround

Customers will be treated with promotion (re)enrollment, and credits applied as needed.

System / Process

  • EIP

Ticket / BIN

  • BIN 238044

Description

Customer activated on close date. The charge is delayed or errors out and then the promo credit cannot be billed.

Workaround

Investigation ongoing. Customers will be treated with promotion (re)enrollment, and credits applied as needed.

System / Process

  • EIP

Ticket / BIN

  • BIN 237602

Description

Due to a system issue, Customers with an MRC update and a free included line (BAN Level Discounts) may not receive the full amount of their discount.

Workaround

Customers that are impacted will be systematically adjusted for the missing discount amount during Billing and the following memo will be placed on the account:

"Adjustment applied per BIN 238093 to provide the Customer with their full discount after the MRC update. No further adjustments required."

These adjustments will be applied using the 'BIPP' adjustment code and will display on the bill as "PP Billing ADJ". 

System / Process

  • Samson

Ticket / BIN

  • BIN 238093

Description

Due to a system issue, some Customers may not received their Proxy by DIGITS discount. 

Workaround

Customers that are impacted will be systematically adjusted for any amount that is overcharged.

System / Process

  • Samson

Ticket / BIN

  • BIN 238097

Description

Due to a system issue, Customers that are suspended for seasonal suspension are losing their AutoPay discounts. 

Action Steps

  • As this is a known issue, it is not necessary to file trouble tickets.
  • Support teams are actively working to resolve the issue and to restore the AutoPay discounts on the Customer accounts. 
  • Support teams will proactively identify any credits owed and the Customer should expect any adjustments owed within 1-2 bill cycles. 
  • For Customer escalations, please provide the Customer with an adjustment using the adjustment code 'BISET'.

System / Process

  • Samson

Ticket / BIN

  • BIN 238163

Description

Due to a system issue, Customers on legacy service promotions may not receive the full amount of their discount against their Go5G & Go5G Plus rate plans. 

Workaround

  • As this is a known issue, it is not necessary to file trouble tickets.
  • Support teams are actively working to correct the issue and any historical adjustments that may be required will be issued systematically within 1-2 bill cycles. 

System / Process

  • Samson

Ticket / BIN

  • BIN 238219

Description

Some Experience plan SOCs were not included in the build for Q2 T-Mobile Insider. This caused submission denials as well as discounts not applying to customers bill within 2 or more billing cycles.


Customers with impacted SOCs may have seen: 

  • Submission denied with reason “Ineligible rate plan or feature” and customer is on an eligible rate plan.
  • Submission approved but discount is not reflecting on customers bill within 2 or more billing cycles.

Notes / Workaround

  • This was resolved as of 9/4/2025.
  • The T-Mobile Insider discount should apply correctly on bills dated 8/13 or later.
  • Teams are working to apply back credits for previous bills that were not discounted properly.
  • If a credit was already issues for this issue, teams will adjust it accordingly.
  • Use code AIRCRD for any necessary adjustments before the automated fix.

System / Process

  • Samson 
  • SPE

Ticket / BIN

  • BIN 238272

Description

The Frontline Promo Dashboard (FPD) may not display 100% RDC Promos on some customer BANs through Samson or Atlas. This is occurring when leaders are trying to manually enroll customers.

Workaround

Ensure customer meets the criteria for promotion enrollment. Then please file a Service Desk ticket using Promo Ops Issue Intake to have the customer enrolled.

System / Process

  • Frontline Promo Dashboard (FPD)

Ticket / BIN

  • INC111217249

Description

The email HTML is incorrect, but the actual payouts and SMS sent are correct. The HTML fix is deployed.

Notes

Fix Deployed.  Please continue to leverage Using the T-Mobile Promo Tool to educate and confirm details with the customer.

System / Process

  • Store-in-Store (SiS)

Description

The Frontline Promo Dashboard (FPD) was not displaying all eligible RDC Promos on some customer BANs through Samson or Atlas.

Notes

Issue is now resolved no further tickets needed. Enroll your customer in eligible approved promo.

System / Process

  • Frontline Promo Dashboard (FPD)

Ticket / BIN

  • INC111437597
  • INC110537523

Description

  • Due to a limitation in system logic, Employees who performed a rate plan change or performed Account Maintenance activities may have had their Employee discounts dropped from their account and not apply on their bill. 
  • Teams deployed a fix in February 2023.

Notes

  • Impacted customers have been identified and enrolled back in their discounts. We are working with teams to have a scripted adjustment applied to make these employee/customers whole.
  • There is a small subset of employee/customers whose discount was lost on the last day of their cycle but corrected before the impact was ran and may be missing a scripted adjustment. If an employee/customer is escalated, follow the below steps:
    • Review the BAN Discount/SUB Discount screens to ensure the discounts are active, if the employee/customer is missing a discount, add it on through the CSM BAN/Subscriber discount screens.
    • If employee/customer missed a discount adjustment, please work with your leadership to apply a one-time credit using the adjustment code 'ACCCRD'.

System / Process

  • Samson

Ticket / BIN

  • 39861449

Description

Customers attempting to setup or restore their DIGITS watch (Apple, Google, Samsung) eSIM while on one of the below Price Plans. Devices already setup will not be impacted unless reset and attempting to restore. Teams are engaged in deploying a fix and ETR is 1/13/2023.

  • APPDIGITE - DIGITS Apple Watch 500MB TE
  • ZDIGITSTE - Data with DIGITS TE @Work
  • DWPDIGITE - Data w/paired DIGITS 500MB TE
  • DIGITSAWE - DIGITS Apple Watch TE
  • ZDIGITAWE - DIGITS Apple Watch @Work TE
  • ZDATDIGTE - Bus Data with DIGITS 500MB TE
  • ZAPPDIGTE - Bus DIGITS App Watch 500MB TE
  • DWPDIRTE - Data with paired DIGITS TE

Workaround

  • Bypass cellular setup for time being to use watch in Bluetooth only mode.
  • If bypassing cellular setup, once issue is resolved, the customer will only need to access settings to complete cellular setup.

System / Process

  • Samson/On Device Activation

Description

Due to a system issue, customers were enrolled in an inaccurate Work Perks discount and did not receive the full benefit of their discount on the bill.  

Workaround

Customers have been enrolled in the correct discount plan to ensure they are discounted accurately going forward. An adjustment for any historical amount of credits will be issued systematically. 

System / Process

  • Samson

Description

Some customers may not be auto enrolled in service/promo discounts since 10/8/22. Discount codes may also be missing for manual addition through FPD, or Sub/BAN level discount screens.

Issue

  • Due to a limitation in system logic some customers are not being auto enrolled in their discounts since 10/8/22. As well some discounts may not be returned when attempting to manually add discount code for customer.  Backend systems have reached their limits of discount codes returned when attempting to add a discount manually.
  • Fix deployed February 22, 2023.

Workaround

  • If customer is missing a discount, attempt to add it on through FPD or CSM BAN/Subscriber Screens.
  • If the code you are trying to add does not appear, work with your leadership to see if they are able to add the discount code.
  • If still unavailable, apologize to the customer and let them know we are aware and working to correct the issue. Once the issue is fixed, we will run a cleanup to identify impacted customers, enroll them in the missing discount code and apply any missed adjustments.
  • If your customer is escalated, please work with your leadership to apply a one-time credit.

System / Process

  • Samson

Ticket / BIN

  • 39861449

Description

Due to a system issue, some Customers may have their AutoPay or Service Promotion discounts removed and re-added daily as part of an internal system cleanup. 

Workaround

A fix was implemented on 3/2/23 to mitigate future occurrences of the discounts being removed and re-added. 

  • Apologize to the Customer for any inconvenience. 
  • Review the account to determine whether the Customer did not receive a discount on their bill as a result of this issue. If a credit is required, apply an adjustment on the account using the 'BIPP' adjustment code to ensure there are no impacts to the Customer's discount on future bills. 
  • Support teams continue to monitor the issue to ensure completely resolution. In addition, support teams will review the impacted accounts to provide systematic credits for any discounts that may not have been applied correctly at Billing.

System / Process

  • Samson

Description

Some accounts that may have been previously eligible for below service discounts were stuck in an enrollment/unenrollment notifications loop due to a system issue.  Impacted service discounts can be found below:

Workaround

If customers are eligible for promotion, they may be manually enrolled in promotion for re-evaluation using the following steps:

  • Note:  Existance of triggering SOCs does not dictate eligibility of discount
  • Verify customer is eligible using the eligibility guidelines outlined in the C2 articles
  • Check previous bills for discounts being awarded
  • If customer qualifies report to leadership to follow steps outlined on Coach's toolkit to file an Ofers Intake form:
  • If customer does not qualify, apologize for the notifications and advise the system issue has been resolved

System / Process

  • Samson

Ticket / BIN

  • INC72860471

 

Description

Due to a system issue, Customer's may experience an enrollment delay in the Stay Magenta Customer Retention Offer (SP028). 

Workaround

Apologize to the Customer for any inconvenience. Support teams are actively engaged and working to correct the issue. Upon issue resolution, adjustments will be systematically issued for any discounts that may not have applied on the Customer's bill.

System / Process

  • Samson

Description

Due to a system issue, some legacy Sprint converted Customers who received Netflix On Us to replace a retired Amazon Prime On Us benefit did not receive their Netflix On Us discount at Billing. 

Workaround

Apologize to the Customer for any inconvenience. Support teams are actively engaged and working to correct the issue. Upon issue resolution, adjustments will be systematically issued for any discounts that may not have applied on the Customer's bill. 

For escalations, apply an adjustment to the account using the adjustment code 'BIPP'. 

System / Process

  • Samson

Description

Agents on the Associate Coach profile are currently unable to apply a BAN level discount due to a FML error in Samson.

Workaround

Agents on this profile will need to reach out to a Coach, Supe or Manager to get the BAN discount applied.  Sub level discount sitll works correctly.  We will have more information on a fix Monday.  Fix is currently in test and is targeting EOD 8/15, available the morning of 8/16.  Issue is fixed as of 8/18. 

System / Process

  • Samson

Ticket / BIN

  • INC74448277

Description

Due to a system issue, Customers with a Subscription trial that have selected to cancel their Subscriptions (Google One, Apple TV+, Paramount+, Sirius XM, and Pandora) before the service rolls to pay may receive charges for 1 day of service in error. 

Workaround

Apologize to the Customer for any inconvenience. Support teams are actively engaged and working to correct the issue. Upon issue resolution, adjustments will be systematically issued for any charges that have been applied in error. 

For escalated scenarios, the amount of the charge should be adjusted using the adjustment code BIPP.

System / Process

  • Samson

Ticket / BIN

  • BINs 237582 & 237583

Description

Due to a system issue, the following Go5G Next Rate Plans are reflecting an inaccurate pricing description for 7 lines when the rate plan pricing is for 9 lines.

  • GO5G1YAD9 (Rate Plan)
  • BSTMXADD9 (Add-A-Line SOC)

Workaround

This is a display issue only and will not impact the Customer's pricing on their bill. ETA for resolution is 8/25/23. 

System / Process

  • Samson
  • DASH

Ticket / BIN

  • SR40621635

Description

During certain account maintenance the following errors may be displayed:

  • "SOC _______ can not be added as it is NPE incompatible."
  • "Target BAN's existing rate plan or BAN/Product Level services are not compatible with the subscriber's provisioining method. This activity is not allowed for the Subscriber."

Workaround

  • Apologize for any inconvenience.
  • Teams will use a daily provisioning update. Do not file a ticket with the Technology Service Desk.
  • Please see the Plan Changes System Steps page for workaround process. Samson Network Provisioning Engine (NPE) error support

System / Process

  • Samson

Notes

  • Resolved in July 2023

Description

Some customers were affected by an issue with product-type changes that lead to an incorrect number of Add-A-Line SOCs to be charged to the account and incorrectly increasing MRC.

Details

  • This was due to an issue with our Product-Change processes and has now been corrected
  • Customers were identified and scripted adjustments applied to accounts on June 25, 2020.
    • The adjustment shows on the bill as ‘PROMO DISCOUNT ADJ.’
    • The adjustment shows in the billing system as ‘DISC.’
  • Affected customers also received an SMS alerting to the adjustment.
    • Your T-Mobile account was affected by an issue that resulted in incorrect charges for additional lines. This has been fixed and you'll see an adjustment on your next bill. For more information, please call 611 from your device.
  • This issue does not result in extra subscribers on the customer’s account.
    • This can be verified by viewing the MRC Summary screen of Samson

Workaround

  • No additional action is needed.
  • For escalated scenarios, please engage Business Support to review.
  • If error caused by product-type change, Business Support should:
    1. Find product-type change effective date, and review bills prior and after change to understand total charges.
    2. Affected charges will show an extra AAL SOC on one of the non-pooled lines.
    3. Remove that SOC.
    4. Count months of charges until March 5, 2020 to understand adjustment total.
    5. Calculate difference of the owed amount versus the scripted DISC adjustment and apply difference to customer’s account using GDWILL code.
    6. Email action taken to Bryce.Crawford18@t-mobile.com
  • If incorrect charge caused by rep error, Business Support should:
    1. Review memos to establish date SOC was added, looking for Add Sub SOC memo type.
    2. Total the charges from that month until March 5, 2020
    3. Calculate difference of the owed amount versus the scripted DISC adjustment and apply difference to customer’s account using GDWILL code.
    4. Email action taken to Bryce.Crawford18@t-mobile.com

Additional Information

  • This issue does not result in extra subscribers on the customers account.
  • This can be verified by viewing the MRC Summary screen of Samson

System / Process

  • Samson

Description

CSM is presenting this error when trying to delete or change the Data SOC on some customers accounts.  

Workaround

Review the customers account to confirm they only have one active Data SOC active during a given time frame. If customer has more than one Data SOC active , error may be valid, please audit customers account and ensure only one Data SOC is active.

If Customer has only 1 Data SOC and that SOC is for Limited Data service with memos indicating they were part of the recent Unlimit the Base offer, teams will run a cleanup after issue is resolved to add the appropriate Unlimited SOC.  For customers who are concerned about running out of data:

System / Process

  • Samson

Ticket / BIN

  • INC38149844

Description

When performing a Product Type change from a Apple Watch Stand Alone to a GSM line a "Samson Error: prdert***" occurs.

Workaround

Reach out to local Business Support to submit a ticket.

Fix Scheduled: March 19, 2022

System / Process

  • Samson

Ticket / BIN

  • JIRA: BSWMDBS2-75314 
  • Ticket: INC38941772

Description

Changing IMEI is returning a System Error.

Workaround

  1. Add New IMEI number 
  2. Save 
  3. Then delete old IMEI.

Fix Scheduled: April  23, 2022

 

System / Process

  • Samson

Ticket / BIN

  • Ticket: INC39485560
  • JIRA: BSWMDBS2-77490

Description

Due to size limitations, some account data was not transferring correctly between systems resulting in blank fields.

Workaround

  • Teams will use a backend provisioning update and proactively clean up these accounts in the following days.  ETR is TBD
  • If you encounter one that was not corrected, please file a ticket with the Technology Service Desk. 

System / Process

  • Samson
  • Atlas

Description

We have identified some customers are losing autopay discount on MI lines when adding new GSM lines.  This is happening due to GSM lines having priority for discount.  Teams are engaged and working on resolution for improved customer experience.

Workaround

We are not able to change the discount or move to a different line. .
If customer is escalated, use Credit & adjustment support to determine if courtesy credit is appropriate.

System / Process

  • Samson
  • Atlas

Ticket / BIN

  • Ticket #30237014

Description

GBEQP and GBTAX charges are being created without any EQPC memos being generated by the system leaving no references for reporting/auditing.

Workaround

If you do not have access to Golden a Service Request would have to be created for the desired memo.
NOTE: Golden users have visbility to memos but not in Samson.

System / Process

  • Samson

TIcket / BIN

  • Ticket: INC38462287
  • BIN: 236494
  • This issue was moved to the TfB System Issues page since it is specific to TfB.

 

Description

Overage data used is incorrectly added to subscriber level bucket used.

Workaround

Partner with TFB Business Support to help identify accurate stackable SOC usage.

Fix Scheduled: April 23, 2022

System / Process

  • Samson

Ticket / BIN

  • Ticket: INC38310034
  • BSWMDBS2-72858

Description

Enhancement to show TOTAL USED DATA on TFB screen (ie; from ban level bucket as well)

Workaround

Partner with TFB Business Support to help identify accurate stackable SOC usage.

Fix Scheduled: April 23, 2022

System / Process

  • Samson

Ticket / BIN

  • Ticket: INC38310034
  • BSWMDBS2-72859

Description

Beginning 5/23/22, some subscribers converted from Ensemble to Samson may see some delayed usage on their next bill. (As most usage is unlimited, this should not impact billing)

Workaround

AMDOCS is currently catching up usage.  If any customers are impacted by the delayed usage for international charges, they will let Samson Billing team.  

System / Process

  • Samson

TIcket / BIN

  • BIN 237078

Description

Intermittent error observed when trying to launch payment screen. .  Experts may see this error when trying to process a payment.

Workaround

Bypass it (select “yes”) and the payment will process correctly on the backend.
Fix Scheduled: April 25, 2022

System / Process

  • Samson

Ticket / BIN

  • BSWMDBS2-74504

Description

Some customers in Cycle 14 were incorrectly sent two invoices.

Workaround

Verify the dollar amount on the customers invoice matches the dollar amount shown in Samson.  This is the correct amount for the customer to pay.

System / Process

  • Samson

Ticket / BIN

  • INC39221675

Description

Due to a system issue, some customers may have had up to a 15-day delay in their paper bill being sent out. 

Workaround

Collection holds were placed on these accounts for two weeks.  All paper bills were caught up between 6/9-6/15.  No other delays expected.

System / Process

  • Samson

Description

In some accounts with free detailed billing CSM is presenting a conflict with the DETBILL0 SOC preventing a rate plan change. Removing detailed billing manually from the account does not expire the SOC and attempting to manually expire the SOC incurs the error “Changing CDS SOC manually is not allowed.” This often happens because of a conflict between detailed billing and paperless billing.

Workaround

If prevented from making a rate plan change because of a conflict with the DETBILL0 SOC, please confirm that the account does not have paperless billing.

If so:

  • Follow the steps in Paperless Billing to cancel the customer’s enrollment in paperless billing.
  • Then follow the steps in Change the bill format: Samson to change the bill format to summary billing. The SOC should fall off automatically and you can complete the rate plan changes.
  • After the changes are complete, go back and re-enroll the customer in paperless billing and/or detailed billing according to the customer’s preference following the procedures outlined in the documents above.

If the customer does not have paperless billing and you are still seeing this error, please file a ticket to have the conflict resolved.

System / Process

  • Samson
  • Atlas

Ticket / BIN

  • INC71723529

Description

Due to a system issue, customers have been given free line discount when they were not eligible. The validation process has been corrected and as a result, 7k customers were unenrolled from service discounts they did not qualify to be enrolled in. Impacted customers have the following memo applied on 9/29/22:
"On 9/23/2022 this customer was unenrolled from a free line or service promotion they are not currently eligible for. Already applied discounts will not be impacted and no further discounts will be applied for this offer. Please review C2 and account attributes to explain why the customer is not eligible."

Workaround

The system issue was corrected and the validation process is running daily again. Impacted customers may have received an SMS informing them the discount was unenrolled.
Teams have taken steps to align on a better process to proactively contact customers in the future if a similar issue arises.
If customers call, apologize for any confusion and review promotion rules and the customer's account to understand why the promotion was lost. The most common reasons include ineligible paid line count and ineligible plan SOC.

System / Process

  • Samson
  • Atlas

Description

Due to discount FRSDP5 not being designed for consumer, accounts with FRSDP5 discounts active on the Sprint Side, are having that discount dropped after Magenta Complete, resulting in an overbill.

Workaround

A fix was deployed the evening of 12/2/22.  A clean up script for previously converted BANs missing this discount will be created post fix.

System / Process

  • Samson

Ticket / BIN

  • BIN 237308

Description

When looking up a country or destination in T-Mobile.com to check international rates, the system is returning a message "Sorry there are no results for this entry."

Workaround

The issue is related to the cache on your computer.  In Edge, clear the cache in the InPrivate Window and in Chrome, Incognito.  This will fix the error you are receiving.  Thank you.

System / Process

  • Samson

Description

Some customers are being charged for their recurring rate plan monthly fee for multiple dates - some back to 2018 on their current bill cycles.  

Workaround

Cycles 30 and 31 were fixed pro-actively and no customers will be billed incorrectly in these cycles.  Total of 83 customers impacted from other cycles that have already billed.  A script will be run to apply adjustments needed for these accounts and a memo placed on the account for reference.  Care and Legal are working on a communication for impacted customers. Impacted accounts are already placed on collection hold.

System / Process

  • Samson

Ticket / BIN

  • SR040121421
  • BIN 237383 

Description

Due to a system issue, some Apple Business Essentials customers may not have received their monthly credits on their February/March bill. 

Workaround

Apologize to the Customer for any inconvenience. Support teams are actively engaged and the issue for future impacts has been resolved. Any accounts that did not received their monthly credit(s) will be systematically adjusted within 1-2 bill cycles. For escalated scenarios, apply a bill credit against the account using the code 'BIPP'.

System / Process

  • Samson

Notes

  • Issue Resolved: 6/27
  • Cleanup has been completed and adjustments have been applied via the ZABEAJ code.

Description

Due to a system issue, Special Employee & Special Non-T-Mobile Employees may experience an enrollment delay in the 2023 Connected Device P5 Service Promotion (SP017). 

Workaround

Apologize to the Customer for any inconvenience. Support teams are actively engaged and working to correct the issue. Upon issue resolution, adjustments will be systematically issued for any discounts that may not have applied on the Customer's bill. 

System / Process

  • Samson

Description

Due to a recent packet core gateway migration on the network side, some Simple Global countries were incorrectly marked as Non-Simple Global and customers were sent data bill shock SMS notifications even though they had no charged usage. 

Workaround

Teams are working to correct the logic to mark Simple Global countries correct in buckets.  The packet core gateway change was backed out temporarily as of last Friday, 6/16.  Customer is not being charged for the usage - it is only incorrect SMS that were sent.  

System / Process

  • Samson

Ticket / BIN

  • INC74185530

Description

Some customers who received the PANPREM Pandora On Us SOC on 8/3/23 did not receive the corresponding discount code 22PANPRE until 8/10/23

Workaround

Discounts were added to impacted customers on 8/10/23 and suppport teams are working on identifying impacted customers to apply missing credits.

System / Process

  • Samson

Ticket / BIN

  • SR040585336

 

Description

TFB Customers expecting 15% discount and are not recieving expected discount. There is no impact on BANs with manual add and it is impacting automatic adding.

Workaround

Found in Work Perks C2 document: T-Mobile Work Perks under "Known Issue" and lists the steps to take.
Fix is TBD and date will be updated as soon as available

System / Process

  • Samson

Description

Some customers Data is not loading properly into Ibilling portal. Since June 2022

Workaround

Teams are working to identify a solution. Assist customers with billing questions with other billing tools you that are available. 

System / Process

  • Samson

Ticket / BIN

  • 39830136

Description

Customers are having a provisioning delay when throttled and moving from a lower data bucket to a larger data bucket HSI Lite plan.

System / Process

  • Samson

Description

Due to a system issue, the Amazon Prime Subscription SOC is currently not available to add to accounts in Samson.

Workaround

  • Toggle to Atlas to assist the Customer with adding the SOC. 
  • The fix is in progress and is targeting resolution on 7/17/24.

System / Process

  • Samson

Description

Due to a system issue, the following SyncUp Kid's Watch V2.0 rate plans are not available in Samson CSM:

  • KIDWRTE
  • KIDWR

Workaround

  • Utilize Atlas to perform any account maintenance or rate plan changes related to the SyncUp Kid's Watch V2.0 rate plans. 
  • Support teams are actively working on a fix and expect the issue to be resolved on 7/22/24. 

System / Process

  • Samson

Description

Due to a system issue, Customers that are suspended for seasonal may receive charges for the new MRC update rate prior to the MRC update becoming effective on the account. 

Workaround

Customers that are impacted will be systematically adjusted for any amount that is overcharged.

System / Process

  • Samson

Ticket / BIN

  • BIN 238103

Description

Due to a system issue, some Customers may be charged the MRC update rate prior to the rate increase becoming effective on the account. 

Workaround

Customers that are impacted will be systematically adjusted for any amount that is overcharged during Billing and the followig memo will be placed on the account:

"Adjustment applied per BIN 238094. No further adjustments required."

These adjustments will be applied using the 'BIPP' adjustment code and will display on the bill as "PP Billing ADJ". 

System / Process

  • Samson

Ticket / BIN

  • BIN 238094