Latest News/Updates

PRODUCT UPDATES

9005004 error - Activation

Update 03/15/10 23:11 

Resolution:
If this error appears, a ticket or investigation will not be possible since there is no account. Please send the information to your supervisors including the following:

Name:
Contact:
Assurance Wireless Key:
Assurance Wireless Zip:
ESN:
Address:

Supervisors: email the information to HQ indicate the error that the customer is receiving.

CTD issue 4/3/2010; Account 
Status - Past Current

Update 03/05/10 04:23 AM

HQ gave word that there is ongoing issue with regard to CTD ISSUE FOR 4/3/2010   and the resolution is to processed an investigation.

Remember to empathize with the customer and assure them that we are aware of the concern. What needs to be done on your end as advisors is to submit an investigation. Please include the following details:

Category: M2M
Sub Category: Cycle Issue
Abstract: Account not reset 
Description Field: [copy/paste]

What level is the customer at ?
What is the current minimum balance AT and N&w?
When was the last cycle changed
Contact number :

Viewing Assurance Wireless/Lifeline (200) Minutes in Siebel and Webcare. Update 03/04/10 04:50 PM

The free 200 Minutes our customers receive every month can be viewed alongside the Nights and Weekends field in Quick Balance View in Siebel and Customer View Bar in Webcare. Go here for more details.

44,640 Minutes Error 

Update 03/04/10 04:50 PM

If you see the 44,640 Minutes – DO NOT open any tickets – this is solely cosmetic and has no impact on the customers ability to make or receive calls. Also posted in Troubleshooting.


Zip Code in Approval Letter entered and received "No Service Coverage" Update 03/03/10

  • New Try the nearest zip code in the area while checking for coverage (ask customer for this). Once it pushes through or validates, proceed with Activation. Once you have reached Lifeline Zip Code verification, enter the Zip Code in the Approval Letter
  • The zip code is connected with the Lifeline Key. If the zip code is in an area without coverage, it should not have been approved. If you see this, have the customer call the 1-800-851-3473 number and get a new zip code.


ESN INVALID AFTER LIFELINE AND ZIP CODE CONFIRMATION
Update 03/03/10
Scenario:
Able to successfully check for coverage and validate ESN in Network Provisioning. Error appears once agent has confirmed Lifeline/Assurance Wireless Key and Zip Code

Work Around [Only in Siebel]
1. Activate account and set current offer to 20 cents
2. Once phone number is secured and account is active, change plan to Lifeline in Network Provisioning.
3. Fill Out this form after activation and migration is completed.

UNABLE TO ACTIVATE MARBL PHONES 
HQ gave word that there is ongoing issue with regard to activating Marbl phones and the resolution is to send our customers a Jax phone instead.

Remember to empathize with the customer and assure them that we are aware of the concern. What needs to be done on your end as advisors is to submit an investigation. Please include the following details:

Category: Provisioning
Sub Category: Activation Failure
Abstract: Activation Failure
Description Field: [copy/paste]
Failure to activate Marbl phone.
Lifeline Key:
Zip Code
ESN:

ACTIVATION ADVISORS [ONLY]: WHEN TO TRANSFER 
1. Onset of call, customer provides a phone number or account number. Transfer to Customer Service and select from options 2 to 6. For reference click here 
2. Phone received after approval is defective and caller DOES NOT have an active account yet. Transfer to RMA.  For reference click here 

NO LIFELINE KEY AFTER RECEIVING HANDSET
Inform the customer that the Handset and Letter are shipped separately. Handset is by FedEx and the Approval letter is through the postal system. The handset is likely to arrive first. Advise the customer that the letter should shortly follow.

ESN / ZIP / LIFELINE KEY ERRORS WHILE ACTIVATING
Proceed to Troubleshooting for more information.

LIFELINE KEY [LOST/THROWN]
We never give the Lifeline key over the phone. If the customer has lost their Lifeline Key they will need to call the 1-888-898-4888 number and get it again. [Note: If the customer mentions they already called that number, apologize and route them accordingly. Right after entering their Zip Code, select 1 from Main Menu, it takes them to the Solix agent who can assist them. Update 022610 8:49am]

SITE CONTENT UPDATES

TIPS TO PROBING UPDATED 03/05/2010
- Edited for better navigation.

ALL TRANSFER MATRIX DOCUMENT UPDATED 03/05/2010
- Necessary steps in Transfer Matrix updated as indicated in Oracle

ACTIVATION HOW-TO Siebel Updated 03/05/2010
- Included screenshots for missing steps

JOB AIDS - FOCAL POINTS Updated 03/04/2010
- Identify and Classify your calls better and more efficiently.

SERVICE SECTION Updated
Add/Remove Message Pack, Suspend and Order process, Lost and Stolen Phone, MIN Change 03/02/10 02:34am

CHAT BOX - ASSURANCE WIRELESS
Removed.