Republic Wireless Customer Advocacy Module B- TECHNOLOGY & OFFERINGS

This course is designed to allow a new agent to have a basic understanding of Republic’s patented Adaptive Coverage and hybrid cell/VOIP service technology; why only specific devices will be compatible in additional to service plans offered by Republic Wireless.


–What is RW and how does it work?

–Adaptive Coverage

•Phones and Plans

–Old and New Phones

–Old and New Plans

–Activations, Reactivations and Upgrades

General Need to Knows

– International Coverage

- 14 Day Money Back Guarantee

–RMAs and Cancellations



Republic's Adaptive Coverage Technology

Our phones have the ability to place calls and text over both cellular and WiFi.

It makes no difference to the member. They can place their call just like any other call, no matter if it’s cell or WiFi.

The Republic Wireless software “knows” if the phone is connected to a WiFi network capable of placing calls and routes the phone call automatically over cell or WiFi.

Why WiFi?

By leaning on WiFi, instead of expensive cell phone carriers, we're able to save money, and in turn, pass that savings right back tot he member. More coverage on WiFi, means more savings and a lower monthly phone bill.

We do what no other carrier does. Our Adaptive Coverage technology, enabled with Bonded Calling, actually senses the quality of your phone’s connectivity over WiFi and uses available cellular data as back up to fill in any gaps in your conversation. The result is fewer interruptions, even if your WiFi connection fades as you move around. Oh, and cellular voice roaming is always included.

Why We’re WiFi First: The Truth about Phone Calls over WiFi Richard P.

Being a WiFi-first service means we frequently get questions from our members and potential members about WiFi and some of the myths that come along with it. Some of these questions are your usual general questions. Things like “How do I connect to WiFi?” or “How fast does my WiFi need to be?” Other times, we get questions that come from some common myths people hear about using WiFi as your primary connection. Some of these myths are things that were propagated by the cellular industry to help drive higher usage on their networks – meaning more money for them, especially as more carriers eliminated their unlimited data plans.

The biggest questions that come up are things like “Doesn’t using WiFi cause my phone’s battery to drain quicker?” or “I’ve heard that call quality is worse over WiFi than it is over a normal cellular connection. Is that true?”


Let’s tackle the biggest elephant in the room first – using WiFi does not kill your phone’s battery quicker than not using it. In fact, in some cases, it can be quite the opposite.

Using WiFi for your primary connection can actually improve your battery life if you’re in an area with poor cellular connectivity. This is because your phone won’t have to struggle to pick up that faint cellular signal. Instead, it knows it is connected to WiFi and provides you with your calls and messages through that communication channel.

However, even when you’re in an area with good cellular reception, being connected to WiFi won’t negatively impact your battery life.

The next biggest myth we encounter is surrounding call quality. If you’ve been following Republic Wireless for a while, you know that we do everything that we do in order to help lower the money you spend on your phone bill each month. We do this by offloading as much traffic as possible over WiFi. This allows us to create a great phone experience at an exceptional cost saving. In turn, we pass on those savings to our members. Consistent call quality on WiFi has always been one of our main focuses.

We pride ourselves on ensuring the quality of your calls is consistent, if not better, than that which you’d get from one of the big carriers.

And, with our Adaptive Coverage™, you’ll experience the best of both worlds with every call you make.

With all of the benefits WiFi provides, one could be left to wonder – why don’t more carriers use it?


If you fall into the former category – you have a weak WiFi connection – you can use your WiFi when possible and will still experience great call quality because of our Adaptive Coverage™. When we detect an issue with your WiFi connection during a call, we can seamlessly bond WiFi with your phone’s 3G or LTE data connection to create a consistent call quality experience. If we determine that the call would be better handled solely over cellular, we can make that happen – all without any loss in audio. And, if you don’t have WiFi at home, you’ll be able to use our cellular network for your calls and messaging. If you happen to move within range of a saved WiFi network during a call, your phone can then switch to WiFi to keep that call going without missing a beat.


Easy – simply turn WiFi on in your phone’s settings menu and connect to WiFi anytime you go somewhere that has secure WiFi available. Your phone and the Republic Wireless app will do all the work from there. As long as you have WiFi enabled on your phone, it’ll automatically reconnect anytime you move within range of that network in the future. By making sure your phone is connected to WiFi everywhere you go, you’ll be sure to keep your cellular usage down to a minimum. Of course, this will also help keep your cellular data usage low – saving you even more!

Adaptive Coverage™ technology gives you matchless voice quality and coverage. Our patented handover algorithm seamlessly switches between WiFi and Cell networks without dropping your call. With Bonded Calling™, your phone can detect when your WiFi signal is weak and bonds both Cell and WiFi networks together for maximum voice quality. Along with free voice roaming in areas with low cell coverage, Adaptive Coverage™ makes calling with Republic unlike any other carrier.


I get a phone call before I leave work. My Moto Z Play is connected to WiFi at work - I walk out of the building and get in my car. At this point I'm well out of the WiFi range, but my call never drops.


When finishing my drive home, I'm still very involved with my phone conversation that started at work. I walk into my house and my phone automatically connects back to my home WiFi network, my call transfer from cell to WiFi by way of a "handover"

All Republic Service Plans that include talk + text over cell include Voice Roaming

Let's deep-dive into Bonded Calling!!

We Care About Call Quality

When you’re using your Republic phone to keep in touch with your friend, your calling experience is measured by the content of the conversation, not the quality of the call. However, when your network zigs instead of zags and you lose some audio, your focus is shattered. The conversation suffers. This is a worst case scenario for a Republic Engineer. We’re continuously looking for solutions to minimize the probability of an audio drop, and now we’ve rolled out something we’re very excited about – Bonded Calling™.

Bonded Calling™ is one factor in the Republic Adaptive Coverage™ offering. Adaptive Coverage™ itself describes the entire history of Republic Wireless WiFi calling: seamless handover from WiFi to Cell and back again, and advanced algorithms for determining the optimal time to handover your call. But there’s a new tech in town! We’ve named it Bonded Calling™, and in short, it uses the cell data connection of your phone to supplement a WiFi call during a rough patch. As we dive into how this works, we’ll follow the journey of your voice, as it is digitized and slung across the world.


Your phone initially receives your voice as an analog signal. Through various hardware and software elements, the signal is transformed into a digital stream of bytes.

When we talk about a stream, or frankly anything digital, it’s important to keep in mind that things that appear continuous in observation are in fact made up of tiny discrete pieces.

For example, your laptop display is shining millions of tiny dots into your eye, which your brain interprets as a single image. Likewise, it’s not possible for us to transmit a truly continuous signal over the Internet, so the stream is packetized; we split the stream into segments that are each 20 milliseconds in duration (that’s 1/50th of a second, roughly comparable to the duration of a single video frame).

These audio packets must arrive on the Internet backbone, the critical network of physically connected computers that make it possible for you to stay connected to the rest of the world. But how do we get them there? The obvious choice is to send them via your home WiFi network; on average it’s your most reliable and fastest connection to the Internet. This is how all WiFi calls start, but your phone is mobile, and so are you. For example, maybe you go out to the mailbox while you’re on the call. Your WiFi network may struggle to keep up with the increased range. Republic can detect the change in WiFi and hand the call over. But with Bonded Calling™, the story is a bit different.


Your phone detects that your audio packets are missing, are out of order, or are coming in later than expected, and acts quickly! It establishes a mobile data link over the underlying cellular IP data network. We duplicate each audio packet and send one over each available transport — one over WiFi and one over Cell.

The Republic server listens for both, and takes whichever wins the race. Fifty times per second we are conducting a race between Cell and WiFi and awarding the winner a spot on the final audio stream playback.

The resulting audio output is the amalgamation of packets received over WiFi and Cell, a tapestry stitched together with threads 1/50th of a second in width.

The result is a crisp and smooth audio stream for playback on the other end. Your conversation doesn’t miss a beat.

In this example, Bonded Calling™ has protected your voice from being garbled, and it’s not only one way. This entire process works in both directions at this breakneck speed, with your phone and the Republic server working in tandem to make smart use of supplemental data over the cell network. Your voice is protected, and your friend’s voice is protected.

We are always trying to stay conscious about smart use of WiFi and Cell networks. So your phone and the Republic servers are constantly measuring many aspects of your calling experience and toggling Bonded Calling™ only at the appropriate times. And keep in mind that the cell data used here is never attributed to your monthly usage.


Sounds great so far. We’ve all hit WiFi rough patches, but we’ve all hit those cell data dead spots as well. In the packet race, if WiFi and cell are both getting frequent DNFs, then we have some additional work to do.

When Bonded Calling™ is engaged, we’re continuously measuring the performance of the cell data network. In the rare case that both the WiFi and Cell data network are together unable to maintain a high quality audio stream, we still have our tried-and-true handover in our back pocket. Your call transitions to the circuit-switched cell network, and your conversation continues without a hitch.


Even as an Engineer, I still think the Internet is full of magic. No one person can understand the full stack of technology that keeps us all connected. No one person should have to. We’ve scratched the surface of the Bonded Calling™ implementation, but it’s all for one thing: if you’re on a call and you can’t tell any magic is happening, then we’ve done well! This is the standard that we measure ourselves by, and it won’t stop with Bonded Calling™. The search for quality is continuous and never-ending. With this search, we are striving to empower your real experience — keeping in touch with those most important to you.


The ability of the phone to seamlessly handover a call from a WiFi network to a Cellular network and to transition from Cellular network to WiFi.

There are a few reasons that the phone will handover:

 1.The WiFi network signal being used is degraded to a point that call quality is suffering. 

2.The phone has become out of range of a WiFi network during the call. 

3.The phone has become out of range of a Cell network during the call.

Republic Members are tech savvy and budget conscious 

Today’s market is dominated by carriers pitching larger and larger amounts of data.  That said, you don’t see too many competitors actually reducing prices; they are just packing more and more into bigger, more expensive plans. This...this is where we see an opportunity - an opportunity to keep things simple but deliver incredible savings.  You’ll find our "new plans" will look more like a traditional structure, with two important differences: (1) The price; our new plans offer 60% savings versus comparable plans from the Big 41; and (2) No tricks, overages or gotchas;  we’ve kept contracts and hidden fees out of our offerings from the beginning, and we will continue to do so!

1Savings compared to VZW 1GB plan is $30 for 1GB + $20 for service line = $50 (pulled 5/10/16).

Which of the following three are parts of Republic's Adaptive Coverage?

  • Cell data roaming for all plans
  • Voice Roaming for all plans (other than WiFi-only)
  • Voice to Text
  • WiFi to Cell Handover
  • Bonded calling

Republic's Evolution

What year did Republic partner to provide GSM coverage to members?

  • 2011
  • 2012
  • 2013
  • 2016
  • 2017

Coverage Overview

Republic Coverage

We want our members to have the best coverage experience possible. So, we built a smart coverage checker that can tell members exactly what phones are optimized for coverage in their area. Just enter a zip code and we’ll take care of the rest. Of course, zip codes aren’t the end-all-be-all in determining the best coverage. Things like mountains and other environmental factors can affect coverage:

Additional information can be found here (Tip! this is a very useful member-facing doc to help members understand the differences:

The smart coverage checker runs the last zip code entered vs others in the area to determine if which cell partner would provide the best coverage for their location (if any!).  


Our CDMA partner is Sprint. All 1.0/2.0 phones were CDMA-only. Some 3.0 phones will work with CDMA.


Our GSM partner is T-Mobile, however this information is not member-facing. If asked about our GSM partner, we must be very vague!


Here, the coverage checker has determined that based on the location, CDMA will provide the best coverage for the member. While it's a bit hard to tell from the map, coverage in this area (voice + text) is must more likely with CDMA coverage than GSM. We can determine this by the light-green nature of the CDMA map  compared to white (no coverage) in GSM map:

CDMA 96093

GSM 96093

If coverage is not optimized with either partner for the member, they will see this message: 

Currently we only sell 3.0 SIM cards with our GSM-partner.

True or False: When 3.0 Phones were launched members had a choice of having GSM or CDMA coverage.

  • False
  • True

Phones and Plans


2012 - Beta Plan & DEFY

•Smartphone plan for $19/month. –Some members paid $29/month for lifetime of phone to receive a discount on the initial purchase price of the phone. •DEFY XT’s are still around today and will remain on the $19 plan forever. –No current plans to End of Life the phone.

Service charge is on bill cycle date, can no longer be activated, single plan. DOC-2459

True or False: If you can find a DEFY XT on eBay you'll be able to activate it and be on the BETA $19/month plan.

  • False
  • True

1.0 & 2.0 Phones

Moto X (1st Gen)

2013- Republic in ROM 

Data Usage tracked in Republic App.

Purchased directly from Republic

Android OS: KitKat or Lollipop

CDMA-Only & Supports 4G cell

Moto X (2nd Gen)

2014 - Republic in ROM

Data Usage tracked in Republic App

Purchased directly from Republic or Motorola (Moto Maker)

Android OS: KitKat or Lollipop

CDMA-Only & Supports 4G cell

Moto E (1st Gen)

2014 - RW in ROM

Data Usage tracked in Republic App.

Purchased directly from Republic

Android OS: KitKat or Lollipop

CDMA-Only & No SIM/ No 4G cell

Moto E (2nd Gen)

2015 - RW in ROM

Data Usage tracked in Republic App.

Purchased directly from Republic

Android OS: Lollipop

CDMA-Only & Supports 4G cell

Moto G (1st Gen)

2014 - RW in ROM

Data Usage tracked in Republic App.

Purchased directly from Republic

Android OS: KitKat or Lollipop

CDMA-Only & No SIM/ No 4G cell

Moto G (3rd Gen)

2015 - RW in ROM

Data Usage tracked in Republic App.

Purchased directly from Republic

Android OS: Lollipop

CDMA-Only & Supports 4G cell

1.0 & 2.0 (aka Legacy phones) can be taken to which other providers (without rooting or modifying):

  • Sprint
  • T-Mobile
  • AT&T
  • Cingular Wireless
  • None

1.0 Republic Plans + Caveats

Launched Late 2013 Members pay for these plans by cell data speed, only CDMA coverage. (X1 & 2, E1 & 2, G1 & 3)

All CDMA-only Moto phones w/RW ROM could be on this plan at one point or another: Moto X 1 & 2, Moto E 1 & 2, Moto G 1 & 3. Data Usage tracked in Republic App. 

WiFi Only: $5/month (plus taxes and surcharges)

WiFi only means talk, text and data—but only on WiFi. Outside of WiFi, your device won’t be able to connect to cellular service.



WiFi + Cell Talk & Text (Base Plan): $10/month (plus taxes and surcharges)

Talk and text on WiFi and cellular, plus access to data on WiFi only. Optimal if you're a WiFi-only person but may need access to your phone for calls and texts when not at home or work.



WiFi + Cell + 5 GB on-net 3G: $25/month (plus taxes and surcharges)

Talk, text, and data on WiFi and 5 GB on-network 3G cellular** data. One of our most popular plans, and for good reason! WiFi first and use data as you need it.



WiFi + Cell + 4G: $40/month (plus taxes and surcharges)

Talk, text and data on WiFi and 5 GB of on-network cellular**. Faster speeds, faster connection, faster productivity!

(Note: This plan is not available for the Moto G (1st Gen.) or Moto E (1st Gen.) because they do not support 4G)

**Exceed more than 5 GB of on-network 3G in a billing cycle more than once in a six month period, we will reduce cell data speeds until the beginning of the next billing cycle. Exceed 5 GB in a billing cycle for the first time in a six month period, member will be provided with a "free pass," which allows use of another 5 GB of on-network 3G data before cell data speeds being reduced.


Switching between 1.0 Plans:

Revert from 2.0 Republic Refund to Republic 1.0 Plans

Republic had announced that 1.0 Republic Plans would be discontinued in July of 2016. While this didn't end up happening, a lot of folks switched to 2.0 Plans in anticipation of the 1.0 Plans ending. Since 7/15/2016 all new members and new activations are only able to be on 2.0 Republic Refund Plans.

If a member was part of Republic before 7/15/16, they were on 1.0 Plans, but maybe switched to 2.0 Plans one time. They are able to switch back to a 1.0 Plan 1 time post 5/5/16. 

Complete the following:

Beginning June 1, 2016, will not be available on the Republic Wireless 1.0 plans.

Match situations to their appropriate result:

  • Exceed 5GB cell data in a billing cycle more than once in 6 months
    RW will reduce data speeds until the next billing cycle
  • Go 6 consecutive months w/o exceeding 5GB of cell data
    earn a "free pass"

2.0 Republic Refund Plans

Launched mid-2015 Republic Refund Plans allow for members pay for these plans by GBs of cell dataonly CDMA coverage. (X1 & 2, E1 & 2, G1 & 3)

Recurring Plan: Set a recurring monthly plan for your usage needs

One-Time: Add additional cell data at anytime throughout the month

Can cancel pending plan changes at anytime


○At the end of the bill cycle, get paid back for the cellular data you didn’t use.

Tethering available

3G and 4G are available depending on the phone and location

Roaming data and voice are included

Get Paid Back for the Data You Don't Use

•Members are credited back for their unused cell data they bought (recurring or one-time data add) throughout the month. 

•Credit is placed onto their next month’s invoice. 

–If the credit amount is more than their invoice for the next month, a refund will be issued to their credit card on file. 

–The refund credit will go towards the total invoice even if there are 1.0 plans on the account as well. 

•Refund is calculated by the penny, $0.01 

•Data usage is not taxed, so the Republic Refund™ will not have taxes either. –Small caveat: a few, very small principalities do charge data taxes and in those cases, the tax will also show on the Republic Refund™.

Republic Refund Plans: Recurring vs. One-Time


-Takes effect on bill cycle date
-Monthly occurrence
       -Repeats on bill cycle day
-Member changes in App
-Agent changes through Opsware
-Eligible for Republic Refunds™
-Unlimited number of changes 

One-Time Buckets

-Takes effect immediately
-Upon member purchase
     -Expires on bill cycle day
-Member adds in App
-Agent adds through Opsware
Eligible for Republic Refunds™
-Unlimited number of data adds but can only add up to 3 GB at a time 
       -Available in .5, 1, 2 and 3 GB buckets


2.0 Plans Allow for Cell Data Roaming, but it's $$$$$$

Roaming and Onnet data go hand-in-hand in 2.0. They are not separate buckets with separate thresholds. 

Roaming is expensive, 18.28 MB times more expensive!   
1 MB Onnet Data = 18.28 MB Roaming Data


True or False: 1.0 Republic and 2.0 Republic Refund Plans are compatible with 3.0 devices

  • True
  • False

3.0 Phones

Huawei Ascend 5W

2016- RW Direct or BYOP

Android OS: Marshmallow


Moto G (4th Gen.)

2016 - RW Direct or BYOP

Android OS: Marshmallow or Nougat


Moto G PLAY (4th Gen.)

Republic Direct or BYOP

Android OS: Marshmallow


Moto G4 Plus 

Republic Direct or BYOP

Android OS: Marshmallow or BYOP


Moto G 5 Plus

Republic Direct or BYOP

Android OS: Nougat


Moto X Pure (3rd Gen)

Republic Direct or BYOP

Android OS: Marshmallow


Moto Z

Republic Direct or BYOP

Android OS: Nougat


Moto Z Play

Republic Direct or BYOP

Android OS: Marshmallow or Nougat


Nexus 5X

Republic Direct or BYOP

Android OS: Marshmallow or Nougat


Nexus 6P 

Republic Direct or BYOP

Android OS: Marshmallow or Nougat


Samsung J3

Republic Direct or BYOP

Android OS: Marshmallow 

 GSM- Only

Samsung S7

Republic Direct or BYOP

Android OS: Marshmallow 


Samsung S7 Edge

Republic direct or BYOP

Android OS: Marshmallow


Google Pixel & Pixel XL


Currently GSM-Only

Android OS: Nougat

Nexus 6


Currently GSM-Only

Android OS: Marshmallow or Nougat


While we have a list of compatible phones, there are some models that require very specific build numbers. This information can be found here:

BYOP is currently GSM-Only as the only SIM we currently sell is GSM.

3.0 Clear Choice Plans

Clear Choice Plans

Things to note here: the WiFi data with unlimited talk + text is $15/month rather than $10 on 1.0 Republic or 2.0 Republic Refund Plans. 

Plan Changes

Upgrading (to access more cell data) is an immediate Plan change (charged the data difference), and will carry over to the next bill cycle date. 

Downgrading (to lower monthly cost & access less cell data) will take place at the next bill cycle date. 

Tethering + Roaming

Tethering (using a phone as a hot spot) is available.
Data roaming in not available on any plan except for the 2.0 cell data plans.


All 3.0 phones are unlocked devices which means they can potentially be taken to various other carriers. The DEFY, 1.0 and 2.0 Phones were locked into Republic Wireless. 

3.0 Saturn

Now that you've seen a snapshot of Republic's history you can understand why a member who had a Moto X1, upgraded to a Moto X Pure may have had a poor experience with their 3.0 Phone:

When 3.0 Launched, all phones were offered on only GSM. This changed a member's coverage from CDMA to GSM. Over the months, our process has changed when interacting with these members. Please review Multi-Carrier Experience for Phones and Website for more information:

We're just recently able to send out CDMA-SIM cards to 3.0 members who currently have poor GSM coverage!

Support Plan for "Unhappy Carrier"

Steps 1 - 3 are relevant.

Not all 3.0 Phones are CDMA/GSM. The Moto Z/Play, Ascend, S6 and J3 are GSM-ONLY.

True or False: A member with a Moto X Pure may qualify to switch between our GSM partner and our CDMA partner after working through Republic Support

  • True
  • False

Activation, Reactivation, Upgrade

Activation* = Using a new phone (never before used) to begin service with RW for the first time with a new phone number

Reactivation = Using an “recycled” phone (one that was previously activated) to start service with RW with a new phone number

3.0 Phones will need to have their SIM card reset

Upgrade = Use a new or “recycled” phone to continue service with RW with your current phone number


*NOTE: Activation has two meanings depending on the context:

1.Definition above

2.The process by which the phone is connected to RW service and receives the ability to make calls, texts, etc..


A new phone number will always be given at an activation or reactivation but current numbers can be transferred in once the service is set-up.

General Need to Knows

International Cell Coverage - 10 Digit Phone Numbers Supported

3.0 Phones + International Calling

For new Republic 3.0 phones, there is an option of using a local SIM card while abroad. 

Having an active service line will allow a member to use any Republic Wireless phone on WiFi anywhere in the world to call or text to U.S. and Canadian phone numbers.

Legacy Phones (1.0/2.0)

Legacy phones will not work with SIM cards from other carriers, so while calling/texting a US or Canadian phone number over WiFi is supported, there won't be a way to use it for inbound contact purposes. 

While abroad the option exists to choose the 1.0 or 2.0 $5 WiFi only plan while traveling to keep the phone number and service line active.


No real options as there is no $5 WiFi only plan- the BETA plan is a flat $19/mon. plan.

More information on International Usage can be found here:

While in Europe, a Republic member could call a phone number on WiFi as long as the number is in which country?

Money Back Guarantee

14 Day Money Back Guarantee

Republic Wireless offers a money back guarantee on all of our products purchased through Republic Wireless as long as the product is returned undamaged, in its original packaging and Republic is contacted within 14 days of delivery of the product (initial shipping is non-refundable).

Qualifications for Phones purchased from 

This guarantee is available for up to 14 days after the phone has been delivered. Internally, we allow about 5 days of a grace period around the date of purchase. (

We'll refund the cost of the phone, taxes and monthly plan charges if applicable (initial shipping is non-refundable) paid upon joining Republic, minus any charge backs accrued from items missing or damaged from your return. Missing or damaged items will result in a deduction from the refund amount according to the list below.

No refund will be issued if we find that the phone:

  • is missing from the box.
  • has sustained water damage.
  • has damaged or broken parts (Micro SD card slot, SIM card slot, Micro USB charging port, headphone port for example).
  • has been rooted or otherwise compromised.
  • has a cracked screen or other damage that results in less than normal usable condition.

Refunds can take 7 to 10 business days to process.

Accessories: Must be unopened and undamaged to be eligible for a refund. 

Service Cost: Cancellations within the 14 days of activating - refund will be total month cost to the credit or debit card on file. After 14 days, canceling a line of service will result in a refund for:

3.0 Plans the service excluding data. Ex. $20 1GB Plan canceled after 14 Days, will be refunded a prorated amount for remaining dates of the talk + text plan $15 ($5 paid for cell data will be withheld). 

2.0 Plans base plan $10 will be prorated and refunded at time of cancellation & remainder of unused data (1GB Plan $25, $10 base plan prorated, each .5GB of cell data is $7.50)  will be refunded.

Return Process

If a return is initiated from the member's Account Portal they will be emailed instructions including a prepaid Smart Post shipping label (USPS or FedEx). If we initiate the return within 14 days the member will be emailed a shipping label. If a member is outside of the 14 day policy, we can manually create an exception return label but this is rare. The member will need to return their phone and all components within 14 calendar days from the time they receive their return shipping label.

If the received phone is damaged, we'll deduct from the refund:


Does the member want to keep their telephone number?

If Yes -  they must begin the port out process to their new provider before they cancel their line. If they cancel their line of service before porting their number, they will lose their number. 

Does the member have more than one service line on their account that they wish to cancel?

 If Yes - the member will need to cancel each line separately.

Warrantable Defect

If a member’s phone is experiencing an issue not caused by human error and RW’s technical team deems it not due to Republic Wireless items, there may be a warrantable defect with the phone purchased.

If the phone was purchased new through Republic Wireless, these types of replacements are free to the member as long as the phone is still within the manufacturer's one year warranty (we can't replace Samsung though). 

If the defect on the phone is reported and present within the member's first 14 days, we'll replace the device with a brand new phone.

If outside of the 14 days but within 1 year, we'll replace with a b-stock device. 

If a member's b-stock replacement has a problem, then we will troubleshoot or if the MEID/IMEI indicates the issue with a prior owner, we'll handle as a bad b-stock (searching IMEI/MEID in ZD - was it replaced? If yes, macro: Technical Assistance::Research::Bad B-stock).

1-year warranty carries over to replacements through 1 year from the original purchase date.

Offering B-Stock Phones

If a member reports that their previously received and activated phone was damaged, lost or stolen it is not covered by any warranty. If a member reports any other situation not covered by a warranty with Republic Wireless, we can do a little research to help the member out. If the phone was purchased from, we can locate the original order of the phone and if Replace is an option associated with the originally purchased phone, we may send the member the macro: Work Flow Macros::RMA::Lost or Stolen or Damaged Phone options - Moto 1.0 & 2.0 Phones which is updated to reflect stock availability of b-stock phones which a member may purchase directly from us. 

Sending a Member to the OEM:

Republic will accept returns of accessories if (3 answers):

  • Accessory return is initiated within 14 days of purchase
  • Accessory is like-new
  • Accessory is unopened
  • Accessory is lightly-used
  • Accessory is undamaged


Where do we escalate tickets to Partners & Escalation team?

Ticket escalations will have two levels:

Level 1. The resolution requires an exception or an NC only process. (CA tickets almost always fall into this category)

Level 2. The resolution requires an exception/response from management.

How do we escalate CA tickets?

1. Respond to the member and let them know that their ticket is being escalated for further consideration. 

2. Add internal notes summarizing the reason the ticket needs to be escalated with clear issues/member concerns/request for NC.

3. Add escalated_nc as a ticket tag

4. The escalated_nc tag should re-route the Assignee to P&E. If it does not, assign the ticket to P&E and Submit as Open. 

Technical Assistance Escalations

Any ticket where we provide level 1 troubleshooting to a member should then be escalated so a reply from the member will be directed to the Technical Assistance team. 


TAC escalations are easy - send the member the correct troubleshooting steps outlined in TAC Level 1  before changing the ticket assignee to Technical Assistance, and submit the ticket as Pending.


The name of the team in North Carolina that assists with appears as P&E in "Assignee" in ZD