SPLIT/MERGE

New Split/Merge since SIM reset

Split/Merge

Rundown

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

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 that they wish to move to the second account. We will then reset the SIM card, so the member may then reactivate on the second account. 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.

Macro: Found on Sharepoint under Number Swaps

This macro will also let them know that it may take 2 days for resetting the SIM card and 2 business days for the number to transfer over to the phone:

To move one phone and it's phone number off of your current account, we will need to cancel your service which will deactivate your SIM card, and then reset it so that you can activate the phone again on the desired account.
For us to do so, we will need up to 2 days where you will be without service. Please reply back when you have up to 2 business days where you are comfortable without the use of your phone. We will cancel your service and have your SIM card reset. 

Once your SIM card is reset, we’ll be in touch with instructions to activate your phone again! 

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://community.republicwireless.com/docs/DOC-2510)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

*****LET MEMBER KNOW THEIR SERVICE LINE IS CANCELLED, BUT WE WILL LET THEM KNOW WHEN THEY CAN REACTIVATE********

CC yourself on the ticket (moduslink email)

Immediately fill out Manualware to RESET SIM (GSM or CDMA) & let member know we'll let them know when the SIM is ready to be reactivated:

SOP Manualware Process


PRIORITY: High

CATEGORY: 

Reset GSM SIM

or Reset CDMA SIM

Internals must include: 

Device ID (deprovisioned SIM):

ICCID

Date Deactivated/Deprovisioned:

When BTS Updates ticket that SIM is reset->

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: 

Your SIM card is reset and ready to go. 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 for the service we just cancelled.

You’ll be asked if you want to Add a new number to this phone or Move an existing phone number on the account to the phone. 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 GSM 3.0 Phones

If the SIM was deactivated in the last 20 days, reset the SIM card by using the Manualware process. Noting the specific GSM SIM category. 

For 3.0 CDMA Phones

If the SIM was deactivated in the last 20 days, reset the SIM card by using the Manualware process. Noting the specific CDMA SIM category

2.0/1.0 Phones

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

For 3.0 CDMA/GSM Phones

Upon reset of the new SIM, 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.

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.)!