Module E - CA Processes

In this course an agent will be introduced to CA processes include: Cancellations & Returns, Number Transfers both internally and externally (How To: Answering Questions About Number Transferring Out,

How To: A Guide to Resolving or Moving Port Request Tickets to the Appropriate Queue, How To: A Guide to Working Snapback/Winback Tickets, Porting Guide: Helpful Tips, Common Macros, & Definitions, How To: A Guide to Assigning, Swapping, and Restoring Numbers in Opsware) &  Lost/Stolen Phones.

 

Cancellations & Returns

Cancellation Considerations

We always want to have CM do it themselves if they can

This is because there are a few things that people need to know when cancelling their account. If they don’t mention anything about trying to cancel or running into obstacles, give them instructions how to do it on their own. So, what are the considerations? 

1. If they want to keep their current RW phone number, canceling the account will prevent the phone number from porting to another carrier. 

2. Money Back Guarantee, Return and Replacement Policy, Terms of Service

3. Service-plan discounts or promotions will be lost. 

4. CDRs (call record details) will only be accessible for 30 days once the service line has been canceled (by us or the member).

When walking through the cancellation process online, the member will be confronted with all of this info. It's also in the Cancel My Republic Service article on help.republicwireless.com.
https://help.republicwireless.com/hc/en-us/articles/115005740727-How-to-Cancel-Your-Service

 

Macro Content
Macro: CA:: General:: How do I cancel within 14 days?

Hi Member,

We try to make canceling your account as hassle-free as possible, here are some simple steps:

  1. Sign in to your Account | Phones Page.
  2. Choose the service line you want to cancel by clicking on the green "I want to..." button.
  3. Select "Cancel service". For step-by-step instructions, please visit our Cancel Tutorial.
  4. You will be emailed a prepaid return shipping label automatically after cancelling the line within 14 days of receiving the device. Print this label and attach it to the box you are returning the phone in(original packaging not required), you can drop it off at a FedEx location

Please note that your account will not be canceled until you perform the action in your Account portal and you will continue to be billed for service.

In addition to these steps to cancel your line, you will need to do a few steps in order to get your device ready for being returned. I will also be moving your ticket into the queue for our return process.

Prepare

Prior to shipping your phone back to us, there are a few things you'll want to do to prepare it for return.

  • Remove personal info You'll want to remove any personal info (photos, videos, music, etc...) that you want to keep. You can either Move Files to Your Computer or Sync Your Photos and Videos to the cloud.
  • Turn Off Android Device Manager (a.k.a. "Kill Switch") Android Device Manager ensures that if your phone becomes lost or stolen, someone else won't be able to access it, even if they do a factory reset. If this feature is still enabled prior to returning your phone to us, we will be unable to access the phone. This means we won't be able to resell the phone as certified pre-owned.

To turn off Android Device Manager, please follow the steps below:
1. Tap Apps.
2. Tap Settings.
3. Under Personal, tap Security.
4. Tap Device administrators.
5. Ensure that the box next to Android Device Manager is unchecked. If it's checked, tap the box to uncheck it. 
6. Tap DEACTIVATE.

  • Perform a Factory Data Reset Performing a factory data reset will erase everything on your phone and put it back to it's original factory state. Before performing this step, you'll want to save any info you want to keep by following the links above.
  • If you run into any issues, feel free to reply back and let us know. We will leave this ticket on hold to give you time to reply.

We're sorry to see you go!

Regards,

Agent

Work Flow Macro:: Cancellation:: How do I cancel? (outside of 14 days)

Hi Member,

 

We try to make canceling your account as hassle-free as possible, here are some simple steps:

 

  1. Sign in to your Account | Service Lines page.
  2. Choose the service line you want to cancel by clicking on the green "I want to..." button.
  3. Select "Cancel service".

 

For step-by-step instructions, please visit our Cancel Tutorial.

 

Please note that your account will not be canceled until you perform the action in your Account portal and you will continue to be billed for service.

 

If you run into any issues, feel free to reply back and let us know. We will leave this ticket on hold to give you time to reply.

 

We're sorry to see you go!

 

Regards,

CA:: General:: Call Logs

You can view your call/text logs in your My Account portal, click here to learn how..

Once you cancel your service line with Republic Wireless, you’ll still have access to your account for up to 30 days after your cancellation date. You won’t have access to call detail records (CDRs) at any point after cancellation.

Work Flow Macros::Cancellation::Cancel confirmation (IF WE HAVE TO!!!)

 

 

Work Flow Macros::Cancellation::Cancel confirmation - no reply

Hi Member,

Please be aware that once we cancel your service the phone will be shut off instantly. If you need to port/transfer your number to another carrier, please **reply** to this email with **DO NOT CANCEL - PORTING NUMBER** so we don't cancel your number before your port is complete. In order for a port to be successful, the line must remain active.

To **confirm** you want to cancel this account immediately, please reply with "Cancel now" and list the phone number(s) you wish to cancel. Once we receive this email, we'll cancel the numbers listed. 

Please Note: Your account is not canceled until we receive a reply back. 

 

Set Ticket to TASK for 2-3 days later, and submit as PENDING. If no reply, check that account is still active. If so, send Cancel Confirmation - No Reply::

 

Your cancellation has not yet been processed. We are still waiting to hear back from you confirming your cancellation.

Please be aware that once we cancel your service the phone will be shut off instantly. If you need to port/transfer your number to another carrier, please **reply** to this email with **DO NOT CANCEL - PORTING NUMBER** so we don't cancel your number before your port is complete. In order for a port to be successful, the line must remain active.

To **confirm** you want to cancel this account immediately, please reply with "Cancel now" and list the phone number(s) you wish to cancel. Once we receive this email, we'll cancel the numbers listed. 

**Please Note: If we don't hear back from you within 24 hours, we will **not** proceed with the cancellation request.**

This last macro can be used if they mention that they have tried and it didn’t work or they ran into issues, we can cancel for them but we MUST HAVE them confirm. 

How To: A Guide to Canceling an Account

If it turns out that we're requested to who cancel an account, please note that just like a member, we need to confirm cancellation by being provided with the phones numbers & each line is cancelled seperately. 

If the service line does not provide the option to Cancel Service Line, then please check for: 

Open RR's on the service line.

Pending Orders (such as a plan change).

Pending Port In or Out. Port ins will be found in the Ports tab on the account associated with the service line, and Port Outs can be found in the Telephone numbers tab. 

There needs to be a phone number listed in Contacts for all users associated with service lines- if missing, please try to add a phone number. 

Most issues can be resolved by using the Manualware process, or asking the member to cancel their Pending Plan Change

Returns & Triage Results

When within 14-days of initial purchase, either initiated through us or through their Account Portal a member will receive an email with a pre-paid shipping label. The phone must be deactivated to be returned. Once they drop it in the mail:

We receive the phone- via tracking label (Smart Post- either USPS or FedEx)

We inspect it for damage (triage) - Pictures 1 & 2 below

We then determine the refund they are due - If triage results indicate that the member "is responsible" they will be charged for damages, which comes out of their refund. 

Refund is added to card on file - Typically takes 1-2 days after receipt. Member will receive an email letting them know we have received and processed their return.

Refund may take up to 10 business days to appear

If closed, we may also not have needed to receive it back. Type will say "Return Only or RMA" if we are waiting for returned phone.

1. Received date may be a little different from when (2. ) tracking indicates because we need time to "Triage" the return. Highlighting the tracking number and "Search Google For" will bring up the tracking updates. This may be USPS or FedEx, so check both. If we have received the device, but Status does not show Triaged then send macro: CA:: Returns:: Return Phone Reminder Email:: Received. If still in transit, we can send: macro: CA::Returns:: Return Phone Reminder Email Response In Transit

3. Shows the status of the return. 

4. Auto Close date matters because if we received the device after Auto Close Date, the member will have already been charged for not receiving. We will need to send the ticket to Billing to help the member get the correct refund. 

5. This is the device that was returned to us. 

Triage Results

1. Cosmetic Condition - If this is anything other than B (as in b or c-stock) then our returns team deemed the phone was damaged. 

2. Charge Level - Info on this can be found on the Returns member-facing doc.

3. If True appears in the column "User Responsible," then we're able to tell what the member is specifically being charged for. If a member disputes these results, follow SOP here: Requesting a Picture of Triage Results

Not yet triaged, but received in OW

Accessories

Accessories must be returned separately from a phone. The following macros can help us explain this to the member:

Work Flow Macros::Returns::How do I Return My Accessories?

Work Flow Macros::Accessory Returns:: Accessory Refund Information

If a member provides tracking information for the accessory return, fill out this internal note and send to Billg: Work Flow Macros::Accessory Returns::warranty vs. satisfaction

Please assist with refunding customer for the following accessories: 
**OrderLink in OW:**
**Items to refund and amounts:**
**Verified Returned:**

Number Transfers: Ports

Port In

Porting is transferring  a phone number from one carrier to another

A member can initiate the port request from their Account Portal. A transfer can take between 24-48 hours typically, but may take up to 7 business days (not including that ports that fail due to information being incorrect). The request form requires specific information that varies from provider to provider, but the basics are: 

The phone number to transfer in

The member's account number with the carrier losing the number

The member's PIN or password set up with the losing carrier

Billing address on file with losing carrier

macro: Porting> How to transfer my number


How Porting Works, from the NPAC website:

1. The new service provider notifies the old service provider of the requested port.

2. The old service provider is asked to validate the subscriber's information.

3. The old service provider confirms the subscriber's information and notifies the new service provider. (Note: this is where the process gets caught in a loop if the subscriber information submitted isn’t right.)

4. The new service provider notifies the NPAC of the requested port.

5. The NPAC creates a pending port and sends a notification to the old service provider.

6. Optionally, the old service provider notifies the NPAC that it concurs with the port.

7. The new service provider notifies the NPAC to activate the port.

8. The pending port is activated in the NPAC and broadcast to the telecommunications industry network within milli-seconds.

First, we need to make sure the number can move to Republic https://republicwireless.com/tools/number-transfer/

We can transfer most phone numbers, but not all often based on our network's availability. This can also related to Rate Centers, and there are only a certain number of spots to each rate center (this is a geographical location). macro: Questions:: Transfer in:: Why Won't my number transfer in rate center

Transfer in Troubleshooting & other common reasons a number can't transfer in: number is being forwarded, is already with Republic/activated or deactivated. 


To transfer in a number, there must already be an active number/service line. Ports cannot complete if an account is cancelled (both winning carrier & losing carrier).


FCC Confusion

You will see members get a little upset when they find out that their number is unable to transfer into Republic Wireless. Some of them will even research and bring up the FCC statement that states by law they are able to take their numbers with them to their new provider.

Under the Federal Communications Commission's "local number portability" rules, you can switch telephone service providers for wireline, wireless or Voice over Internet Protocol and keep your existing phone number if you remain in the same geographic area. If you are moving from one geographic area to another, however, you may not be able to take your number with you.

The above statement from the FCC is a little confusing. What the actual meaning of this is that no company can “hold” or deny a customer from taking their number with them to their new provider. This does not mean that every provider needs to accept the number transfer. 

Kindly explain this to the member and let them know that we are unable to transfer the number into Republic Wireless. If the member becomes angry or has stated they have already filed a complaint with the FCC you should escalate the ticket to NC without trying to deescalate the situation.

Macro—Why won’t my number transfer in.

Then, the member must submit a number transfer request (process in the video)

If a member reports that they are unable to "Submit" the transfer request, we want to check the phone number they provide in the metadata (right panel of ZenDesk) in the number checker tool, Opsware and Iris to see if the number is already being ported, is already w/us, etc. There is an error: 25 letters and alphabets wherein a member copy/pastes information leaving a space somewhere. 

If the info is incorrect right off the bat, a member will see an immediate error: 

We've encountered an error submitting your number transfer.

Sorry, but we had trouble with the account number you entered. Please double check that it's accurate.

Errors not caught immediately during transfer

A member will be notified by email if there is any issue with their number transfer. They will then need to enter their Account Portal to edit and correct the information. 

Once a request has been accepted by the losing provider, a member will be notified via email. They can also come back to My Account portal to check status. May also review the After I Submit a Number Transfer Request section.

If the info matches, then an FOC date will be established

The FOC date (Firm Order Commitment) is the date and time that the number will be transferred over to the members phone. The member can always check this on through their account portal and will be notified via email: 

 "Great news! Your carrier has verified all your information, and we've submitted the request to transfer ((385)309-8396) to Republic. The transfer will be submitted on 03/10/2017 21:03:00 UTC"

So, after a number transfer request is filled out, and before a FOC date is assigned, we can research to troubleshoot the port, or let the member know when their number transfer will complete.

This port is complete:

From looking up the email: [email protected] in Opsware, who is the losing carrier?

  • Verizon
  • Ting
  • AT&T
  • Google Fi

From looking up the email: [email protected] in Opsware, what was the FOC Date?

  • 3/10/2017 02:03 PM
  • 3/31/2017 02:40:06 PM

Bonus Question: From looking up the email: [email protected] in Opsware, what was the number the port- in replaced?

  • (385) 203-8635
  • (385) 309-8396

Port In "Exceptions"/errors

When a Port In encounters an error, it will go into an "Exception" status. If the status is "Rejected," then the member can try to fix the error from their Account Portal.

How To: A Guide to Resolving or Moving Port Request Tickets to the Appropriate Queue

Can be identified by viewing ports in the Ports tab in the account:

 

General Port In Considerations

Weird Carriers Like Consumer Cellular, NET10 & TRACFONE

TRACFONE & NET10

Tracfone and net10 (Maybe straight talk) have recently required the use of their company headquarters when a member is trying to port their number away from them. 

Look in the porting tab in Opsware for the rejection message. If the member does not specifically state who they are transferring from you can find that information in the porting tab. If the rejection message states “zip code mismatch” and the company is Tracfone or net10 this is the most likely cause of the error. 

Provide the member with the following zip code 33178 which should fix the issue. 

Consumer Cellular

We seem to have problems porting these numbers into RW. While there’s not much we can do to accomplish this there is a macro that lets the member know that we require a copy of the most recent monthly invoice for the Consumer Cellular account. We will also need them to provide us with the last 4 digits of the SSN of the Consumer Cellular account holder. 

Macro—Porting>Consumer Cellular. 

The Macro automatically sets the ticket on pending in the porting queue. If they provide it in a new ticket please transfer the ticket to the porting queue with internal notes.

Porting Guide: Helpful Tips, Common Marcros & Definitions has a TON of good agent-related information!


Cancel a Port Request

We rarely cancel a port request, but here are some situations where we may:

  • The member has entered the wrong number to transfer.
  • The member has changed their mind and would no longer like to port the number.
  • The member is canceling their RW account. 
  • The port request is preventing other actions from completing like an RMA or cancelation. (NOTE: Only after notifying the member and confirming the action to take place)
  • The member would like to enter another port request for that same service line and the port request is still active.

Situations where we will NOT cancel a port request:

  • The member wishes to enter a new request instead of editing in their My Account portal-- at times, a member may feel it's easier to simply "start over" instead of edit the request. We try to avoid this because of the cost to the company and the system issues it may cause. They can edit their number transfer and find a tutorial here.
  • If a member expresses not being able to see the "Retry Transfer" button in their portal, you've walked them through were to find it and also some basic browser troubleshooting steps (clearing cookies and cache, trying a different browser, using incognito mode) and they are still unable to edit, then we should work with BBS/Porting to edit the information and complete the request.
  • The member has received FOC (Firm Order Commitment) from the losing provider and the number is in route but they would no longer like to transfer the number to Republic. Please escalate the ticket to the Porting Queue for a BBS ticket to be opened. 

Cancelling a Port Request

 

Be sure to leave an internal note for the port you cancel including: PR number, PON or iNetwork ID (found in the port request). macro: Porting > Cancelled PR.

 

Snapback/Winbacks

Snapback = Number was moved to another carrier as part of a manual pull over from another carrier.

Winback = Number was ported to another carrier through a port request submitted by someone other than our end user.


While rare, we do sometimes encounter snapback/winbacks. They are usually easy to identify because the member will say something along the lines of "I did not port my number!" 


Follow this SOP to identify the issue and then take the appropriate steps: 

How To: A Guide to Working Snapback/Winback Tickets

Port Out of Republic Wireless

How Does The Transfer Out Process Work?

The receiving carrier of the number is in charge of the transfer process. However, this does not stop members from asking us questions about the number transfer process. We want to be knowledgeable so we can explain how the process works.

The member transferring their number to a new provider will need to provide the new carrier with the following information found here: Transfer My Republic Number to a Different Provider. Once the new provider receives that information, they present it back to us. We then choose to accept or reject the transfer. Once we accept, the transfer it is out of our hands.

The member will need to provide their new carrier with the following information:

Their RW account number: This is their 10 digit phone number

Their RW number to transfer out: This is also their 10 digit phone number

Their Billing address: address that populates as Billing address in Opsware

PIN: Set from My Account Portal

Macro: Questions > Transfer Out > Account and Pin (I typically provide them with their info from Opsware, as long as they are verified)


If the member says they ported a number out, we can see who the carrier is: 

Search the number in IRIS:

The number is still with Republic Wireless as shown in the Customer Field. Let the member know that we own the number still as well as the following information:

  • They will need to make sure that their new provider has the correct information necessary to make the number transfer. Provide the macro Questions > Transfer Out > Account and Pin, if not already done so 
  • Tell the member that it can take up to 72 hours for a number transfer to complete for back end routing.
  • Also, reassure them that the line will cancel on its own after the transfer completes.

If the number is not with Republic Wireless, check the Account's Opsware tab for Telephone Numbers and look for numbers that have PORTED OUT. If the phone number shows its ported out, but the service line has not cancelled: 

1. Make sure it's been the full 72 hours to allow for back-end routing. It typically takes 72-hours for the account to cancel. It is important to let the system finish its process rather than prematurely canceling a service line, as cancelling the account prior to the port completely can cause issues and result in lost phone numbers. 

2. Check Iris for the current provider. If it's not us, ask the member if their phone is working properly. If so, and the service line has not cancelled after the 72-hour time frame has passed, please check to see if we have the option to manually cancel the service line in Opsware or if there is an open/pending RR, TX or TLI holding up the cancellation.

  • If you are able to cancel the account, please do so. 
  • If not, please escalate through normal escalation paths (Manualware Process).

Port Out FAQs

What is back end routing?

This is the behind-the-scenes process that routes calls and messages from one phone to another.

My new provider is asking Republic Wireless to release my number. Why are you holding my number?

We don't hold the member's number. Once we accept the transfer of the number, it is out of our hands.

When will my transfer complete?

The member will have to reach out to the new provider. They will be able to provide that information. We can only see who owns the number and when it has transferred out.

Why is my number transfer taking so long?

Republic Wireless numbers are considered landline numbers. This is because of using WiFi routing as a priority over cellular. This routing just automatically designates the number as a landline. We can not change that. It has been known to cause delays but never prevents a number transfer.

  • Macro: Porting > Why is my port out listed as "landline"

I am trying to transfer my number to Cricket and they are saying you won't let it happen?

Cricket has a company policy of not accepting landline number transfers. This is why the number won't transfer over. The member will have to reach out to Cricket to see how to get the number into their service.

Why am I getting messages and calls to both phones?

This is due to the back end routing process. Once that process completes, the RW phone will automatically cancel and all calls and messages will route to the phone with the new provider.

Why is my account still active?

The number is still going through a back end routing process. The phone will cancel after that completes.

What happens if the line gets cancelled before the transfer completes?

This will cause the transfer to not go through fully. The number has to remain on an active phone throughout the entire process. If a member cancels their RW phone, they will need to reactivate the phone and have us restore the number. Then, reach out to their new provider to finish the transfer.

Number Transfers: Internal

Member-facing: How to Change Phones and Keep Your Number

New Republic Members: Port in/Number Transfers

Existing Members: Activate phone on existing Republic Account, and move current number to new phone

New Republic Members: Port in/Number Transfers

Existing Members: Activate phone on existing Republic Account, and move current number to new phone:

Move (xxx) xxx-xxxx to this phone for the phone number they want to move. This will move both the phone number and monthly service plan to the new phone, as long as the device is supported on the plan. IE: A member replacing a Moto X 1st Gen w/a 1.0 $25 WiFi+ Talk + Text + 3G Cell data with a Nexus 6P- the 6P can only be on a Clear Choice Plan, so member will need to change plans. 

 

How to Assign a New Phone Number Member-Facing and Agent-Only

Change My Phone Number

2 times for free/per SL.

Last 4 digits of TN cannot be picked.

Once a number has changed, unable to restore. 

Account needs to be in good standing.

Only Account Owner can change number


Assigning a New TN

Same as the right- 2x, last 4 of TN cannot be picked.

Request must come from Account Owner as the number change could potentially incur charges


Restore a Phone Number

Restoring a Deactivated Phone Number

https://noodle.republicwireless.com/agent/agent_docs/customer_advocacy/how_to_a_guide_to_assigning_swapping_and_restoring_numbers_in_opswar~1

Each service line needs a phone number. Changing a phone number via swapping, reassigning or porting will result in a telephone number being now deactivated on an account. Restoring a Phone Number is a Service Line Action in Opsware. The desired phone number must be both DEACTIVATED within the last 30 days and associated with the account you are performing this action on.

Once complete, we need to leave an internal note with the following:

Action Performed

The previous number on the service line

The number you restored to the service line

Then, communicate with the member by sending macro: CA:: General::Restore deactivated number onto device-- Complete

Swapping Active TNs between SLs on Same Account

In Order to "Swap" telephone numbers, we'll need to use the Cancel/Reactivate process: 
https://noodle.republicwireless.com/agent/agent_docs/technical_assistance/tn_assisting_members_with_swapping_telephone_numbers


Use key words and metadata provided by the member (located in the left hand side of ZD) to determine what the member would like to do. The process can be completed on their end. 

  1. Member accidentally activates a replacement phone on a NEW service line. Macro: CA:: Swap TN: Situation 1 (1 Desired TN, 2 SLs)
  2. Member accidentally activates a replacement phone on the WRONG service line. Macro: CA:: Swap: Situation 2 (TN Wrong SLs)
  3. Member simply wants to swap numbers between service lines. Macro: CA:: Swap: Situation 3 (Swap TN between 2 SLs)

You can verify the swap was complete in Telephone Numbers tab: 

Split or Merge: Member has 1 Account with Multiple Phones - Wishes to Move 1 Phone and It's TN to a Different Account or Member has 2 Accounts, Multiple Phones - Wishes to Combine Accounts

Important Notes to Know When Moving Numbers & Phones Across Accounts:

  1. The payment for reactivating any phone on the primary account will not be refunded. It will be prorated for the bill cycle date on the primary account and the secondary account should get a refund for the unused service.

2. If the secondary account(s) have a beta discount or outstanding credits, they will not automatically be transferred to the primary account. Doing research to ensure an account w/BETA discount is the target for either merging into, or remaining after split will be important.

3. If a 3.0 phone, we need to reset the SIM card. This means that we need to keep in mind that BTS works 7A-3P (Utah time) Monday - Friday ONLY. Once we cancel their account, the member will be down hard until SIM is reset. 

Split Account/Merge

https://noodle.republicwireless.com/agent/agent_docs/customer_advocacy/how_to_a_guide_to_assigning_swapping_and_restoring_numbers_in_opswar~1#Swapping_an_Activated_Telephone_Number

Member reaches out to let us know they'd like to have two payment methods, or just split their account.

 

Paying special attention to the phones the member is working with, choose the following to guide your member based on their specific needs: 

For GSM 3.0 Phones

Before a SIM card can be reset, we will need to cancel the phone, to free it up to be activated with the correct account credentials on the desired end place. Once reactivated, have them reach back out to us from the new account referencing the original ticket number. This will allow us to then move the phone number.

2.0/1.0 Phones

Member can cancel & reactivate as is. Here's a quick-link to the Community doc on reactivating.

Send the macro:CA:: General:: Move TN Across Accounts:: How To Cancel and Reactivate

Once we hear back from the member that we may proceed, we need to take the following steps. 

1. Cancel SL & CC yourself on ticket

Appropriate research must be taken when doing so. Service Line Actions > Cancel SL (Cancel SOP: https://noodle.republicwireless.com/agent/agent_docs/customer_advocacy/how_to_a_guide_to_canceling_an_account) Cancel Internals: 

MEID/ Device ID of the cancelled line

ICCID of the cancelled line (and GSM or CDMA) 

{We can typically identify the difference between a CDMA and GSM SIM card by noting the ICCID numbering convention: CDMA SIM ICCIDs begin: 8901120100GSM SIM cards start 89012 but then lose uniformity.}

TN of the cancelled line

CC yourself on the ticket (moduslink email)

If member's desired phone number is DEACTIVATED on another account they can just reactivate on that account, and then "restore" TN. 

If TN is activated on desired account, simply tell them to activate on the account to replace the device being upgraded (keep TN).

If the phone number desired is associated with cancelled SL we will have to MOVE DEACTIVATED TN ACROSS ACCOUNTS

Sharepoint macro: 

Please activate the phone on the new account. When you enter in the account credentials, make sure you are setting-up a new account or entering in the new account's information. Please do not re-enter the information from the account we just cancelled the account from.

You’ll be asked if you want to Add a new number to this phone or Activate as an existing phone number on the account. Please choose Add a new number to this phone. This phone number will be temporary, as our next step will be moving your old phone number to your newly re-activated phone!

When the phone is activated on it's new account, send us an email from the new account's email address and reference this ticket number {{ticket.id}}. We will take over from here and move the deactivated phone number to your phone on the new account! 

Please note: moving the telephone number from your first account to the new account can take up to 2 business days, but we’ll keep you updated along the way!

 

 

Once you have received email confirmation from the new account, merge the new ticket into the existing ticket.

**If number is deactivated, be on the safe side and check Iris to confirm the number is AGING

Fill out the beloved Tier 3 "Fairy Form" for the number to be moved across accounts. 

This form will ask:

Submitter name: * Your name
What is the Zendesk ticket number? *
What is the MEID of the device you need changed? *(Device ID of either phone we need to swap numbers between)

What needs to be changed on this device? *

What is the current TN associated with this device? *
What is the TN you wish to have swapped to this device? *
What is the other Zendesk ticket number of the other account involved in this swap? *

Then, apply:

macro: CA:: General:: Move TN Across Account INTERNAL

Netsuite Form is the Fairy Form :)

Set the Ticket as a TASK with the Due Date for the next business day. Let the member know we'll be in touch soon! Submit as On-Hold.

Now, we wait for Tier 3 to move the number. 

Confirm the numbers are now located on the correct phone as the member requested. Respond to the member, letting them know they are all set!

  • Macro: CA:: General::Move TN Across Account and Number Swap Complete 

Merge Accounts

Send macro: CA:: General:: Move TN Across Accounts:: Account Approval Needed


Thank you for reaching out to us in regards to moving a telephone number from one Republic account to another.  We are happy to help you get this taken care of so you can use your old number on the new phone!

Since the phone you want the number on is linked to a different account, we will need permission from that account owner advising they approve of moving the number from one account to the other.

Please have the other account owner, open a help ticket with us **from the email address they have listed on the account**.  If you are the owner on the other account, just email us from the email address you have listed on the other account.  When doing so, please reference this ticket, ******enter ticket number**** and approve the movement of telephone number **enter number to be moved here**. Once we have received permission from the owner we will move the number to the requested phone.

Before we move forward, I wanted to let you know that it can take up to 2 business days for this process to complete. Most of the time, we can complete the process faster but we wanted to let you know what to expect. 

**NOTE:** Do not cancel the number on their account, we need both lines to stay active to complete the move.

If you have any additional questions or concerns regarding this process please do not hesitate to let us know. 

Once you have received confirmation, merge the new ticket into the existing ticket. 

If not already clear, confirm what the member's intentions are with the original phone and account.

  • Most of these situations will be upgrades and they will want to cancel (and not reactivate) the original phone. If this is the situation, skip to filling out Tier 3 "Fairy Form", internal note, etc. 

Before moving to the next step, please pay close attention to the member's phones so you can properly assist in helping them reactivate.

 

For 3.0 CDMA/GSM Phones

Cancel the phone that they wish to move to the second account. Then reactivate on the second account. Once reactivated, have them reach back out to us from the new account referencing the original ticket number. 

For 1.0/2.0 Phones

Immediately, they can cancel the phone that they wish to move to the second account. Once reactivated, have them reach back out to us from the new account referencing the original ticket number. 

Send the macro:CA:: General:: Move TN Across Accounts:: How To Cancel and Reactivate

Once the member confirms that they would like the number swapped, fill out the beloved Tier 3 "Fairy Form" for the number to be moved across accounts. 

Then, apply:

macro: CA:: General:: Move TN Across Account INTERNAL

Netsuite Form is the Fairy Form :)

Set the Ticket as a TASK with the Due Date for the next business day. Let the member know we'll be in touch soon! Submit as On-Hold.

Now, we wait for Tier 3 to move the number. Once T3 updates, confirm the numbers are now located on the correct phone as the member requested. Respond to the member letting them know they are all set!

  • Macro: CA::General::Move TN Across Account and Number Swap Complete

If this was an upgrade scenario, continue to help the member with their original phone or account which may include cancellation.

Moving a Deactivated Phone Number

Check Iris to make sure the TN is still with Republic. Note: For best results, make sure the number has been deactivated within the last 30 days. If it is outside of 30 days, make sure the number still lives with Republic Wireless and has not been transferred to Bandwidth or another carrier. 

The member will need an active SL somewhere, so we have a phone number to replace when moving the "deactivated" TN. ALWAYS KEEP CPNI IN MIND!!!!

We need confirmation from both accounts: Email from the account housing Deactivated TN & Email from new account with temp. TN on Account.

 

Now, process as usual (Fairy Form, Internal Note (Swap), etc.)!

Lost/Stolen Phones & Misc TN

Pre-Activation Lost (in transit)

Blacklisting & Android Device Manager

Android Device Manager may show location & allow option to lock phone (member must have had a Google Account associated with device).

Member can cancel from their Account Portal

We can “blacklist” https://noodle.republicwireless.com/agent/agent_docs/customer_advocacy/how_to_a_guide_to_blacklisting_a_phone_in_opsware

the phone, which will prevent it from being Activated by another member.

Check IMEI in OW for “order” – is replace an option? If yes, we can provide b-stock options (lost/stolen macro)

Misc. Numbering SOPs

How To: A Guide to Changing the Underlying Carrier Number (MDN/CRN)

Because we're a hybrid cell/VoIP service, our servers may use different routing numbers. Please review info here: RW Numbers

We often use this SOP when members report texts or calls from a number they do not know.

How To: A Guide to Changing a Caller ID

This SOP is pretty self-explanatory!