Embedded Files
Date of the new update 7/28/2022
140,000 non-use ACP to lose benefit on 7/28
If a customer calls/chats in today about the attached postcard – it is because their benefits will be disconnected (with a DE/De-enrolled status) after close of Customer Care later tonight.
Therefore, it is extremely important that each Representative has the following instructions right in front of them today for reference to assist these customers.
If a customer who received the direct mailed postcard attached to this email calls/chats in today - and has not yet confirmed Continuation of Service – the very FIRST step is to stress the sense of urgency in doing so immediately today.
The customer MUST be informed of how important it is that they Confirm Continuation of Service as soon as possible TODAY – otherwise, they will no longer have benefit(s) with StandUp Wireless effective tomorrow.
It is extremely important the customer be informed, as stated in the postcard, that the customer is in danger of losing their service – and that today is the final day that they can do that.
To retain their benefit(s)– they must be informed to do one of the following immediately TODAY:
Make a call using their StandUp Wireless device to other than Standup Wireless.
To send a text from their StandUp Wireless device to other than StandUp Wireless.
Turn off Wi-fi on their SUW phone or SUW tablet and use data (visit a website).
Dialing 611 from their StandUp Wireless phone will give them a prompt for the Continuation of Service before being directed to CARE.
Confirm the Continuation of Service by clicking the button in a recently received email from StandUp Wireless.
If the customer has a compatible BYOD device, they can put their SUW SIM card into the device and follow any of the above options 1. – 4.
If the customer cannot confirm the Continuation of Service but does any of the above options, the customer can go to Don't let slip away! to enter either their StandUp Wireless MDN or CGM order number and the last 4 of their SSN and click the Confirm button to confirm service. They will receive a message that says “Success” once completed.
*This is easier for most customers than signing into My Account, but My Account is also an option to confirm the continuation of service. The customer should see a banner at the top of the screen once they log in.
The customer must understand they must do this by the end of the business day TODAY - Thursday, 7/28.
Everyone - Tier 1, Tier 2 and the Coaches MUST inform the customer of this deadline today and document what the customer was told in the Comments.
Once the customer has confirmed the Continuation of Service, please let them know that if they still have a service or device-related issue, we can then proceed in assisting with troubleshooting their device issue etc.
Resolving device issues is the second step AFTER the customer has confirmed confirmation of service.
Once the customer indicates that they did “Confirm Continuation of Service” using one of the ways outlined above, the representative should then proceed in assisting them with troubleshooting their service and device issues as usual.
The representative should not assume, send, or offer them a SIM card or device until they have attempted to isolate the issue. We should assist the customer with troubleshooting their issue before transferring them to the Supervisor queue for retention efforts, i.e., the Retention Program, send out another SIM card etc. - as usual.
Again, to reiterate, if the customer does not confirm the continuation of service by the time CARE closes tonight, the customer’s benefit(s) will show as DE or De-enrolled on July 29th and will be deactivated in our system as soon as possible.
Once De-enrolled, the customer would need to reapply at this point for new benefits with StandUp Wireless.
Letter has gone out to 140,000 customers in non-use for 30 days or more for ACP
If a customer called us about this attached postcard because they will be disconnected on 7/28, CARE should follow these instructions to assist the customer. These instructions are only for the customers that received the direct mailed postcard attached to this email and have not confirmed Continuation of Service.
Inform the customer, as stated in the postcard, that the customer is in danger of losing their service. To retain their (benefit) – they must be informed to do one of the following immediately:
Make a call using their StandUp Wireless device to other than Standup Wireless.
To send a text from their StandUp Wireless device to other than StandUp Wireless.
Turn off Wi-fi on their SUW phone or SUW tablet and use data (visit a website).
Dialing 611 from their StandUp Wireless phone will give them a prompt for the Continuation of Service before being directed to CARE.
Confirm the Continuation of Service by clicking the button in a recently received email from StandUp Wireless.
If the customer has a compatible BYOD device, they can put their SUW SIM card into the device and follow any of the above options 1. – 4.
If the customer cannot confirm the Continuation of Service but does any of the above options, the customer can go to Keep Your Free Benefit | StandUp Wireless to enter either their StandUp Wireless MDN or CGM order number and the last 4 of their SSN and click the Confirm button to confirm service. They will receive a message that says “Success” once completed.
*This is easier for most customers than signing into My Account, but My Account is also an option to confirm the continuation of service. The customer should see a banner at the top of the screen once they log in.
The customer must understand they must do this by the end of the business day on Thursday, 7/28. Everyone, Tier 1, and the Supervisors must inform the customer of this date and document what the customer was told in the Comments.
Once the customer has confirmed the Continuation of Service and contacts us because they still have a service or device-related issue, we should assist them with troubleshooting their service and device. We should not assume, send, or offer them a SIM card or device until we have attempted to isolate the issue. We should assist the customer with troubleshooting their issue before transferring them to the Supervisor queue for retention efforts, i.e., the Retention Program.
If the customer does not confirm the continuation of service by the time CARE closes on 7/28, the customer’s account will show as DE or De-enrolled on July 29th and will be deactivated later. The customer would need to reapply at this point for new benefits with StandUp Wireless.
Date of the new update 7/26/2022
Campaign started to recruit more Enrollment Representatives
StandUp Wireless has launched a campaign to recruit more “Enrollment Representatives” that will be classified internally here at StandUp Wireless as “Independent Contractors”.
We have launched several social media campaigns to announce this recruitment process – both on Facebook and Instagram – samples of the ads are shown below.
If anyone contacts Customer Care directly and mentions that they saw the advertisement on Social Media (Facebook and/or Instagram) and wants to learn more about working for StandUp Wireless – please refer them to our StandUpWireless website
If someone contacts Customer Care and asking specific questions about the position (pay, hours, etc.) AFTER going out to our website and filling out and submitting the form – please document the questions and email them to Customer Experience (customerexperience@standupwireless.com) along with contact information so someone can contact them directly to answer their questions.
If this happens – please do the following:
Obtain the person’s name
Contact telephone number
Contact email address
Document the specific questions they have
Tier 1: Please submit the above information under an “Investigation” escalation. Also, please inform the person that you are submitting an escalation request so that someone can reach out to them as soon as possible to answer their specific questions.
Tier 2: Upon receipt/review of this “Investigation” escalation – please forward all of the information to Customer Experience (customerexperience@standupwireless.com) – and we will send the information to the appropriate person here internally requesting that someone contact the person back as soon as possible.
If someone contacts Customer Care and says that they have not heard from anyone AFTER submitting the form on our website – please let them know that someone should contact them within 3 business days of submitting their information.
If someone says they have already waited 3 business days, and no one has contacted them as of yet regarding the position– please do the following:
Obtain the person’s name
Date that they submitted the form on our website
City/State the person resides in
Contact telephone number
Contact email address
Tier 1: Please submit the above information under an “Investigation” escalation. Also, please inform the customer you are submitting an escalation request so that someone can reach out to them as soon as possible.
Tier 2: Upon receipt/review of this “Investigation” escalation – please forward all of the information to Customer Experience (customerexperience@standupwireless.com) – and we will send the information to the appropriate person here internally requesting that someone contact the person back as soon as possible.
Date of the new update 7/18/2022
A text message was sent out to some customers on Monday morning.
Sending just as an FYI – in case a customer should call and ask about the text.
The text went out to any customer who hit the 30 day of non-usage mark on Monday.
This was the text message:
“You must use your FREE Unlimited Talk, Text, and Data in the next 15 days or you will lose it! Click here for ways to use your service: https://secure-web.cisco.com/1LU_CORsqanUDcI07PI34ycM32wshs5ry6EtQ0F6xQIJv40T6hOF91sc86FfRCku8b3NY_iugBp-6B6jnWCM_cc3JZ4To_cxSSogsrnBq3W3GilVrr1JC4Pnqt-XBFrwQh_ampgl80U_QTgvys3x6kq4Xwg08xlVxyiV3ljAEZfpAQHwqtghL-kP4ISkU1ZIWx_LpVcWqnZsctAB4FOx_jRX03e-VQFE7ZKvwxV6iABMovoeicU6GNzW0TOjJteASrfhyHx5b8GQsntRDiOX5_byyqeBN4A83o3vDNqb44tnIF0AZ60WTmH4lh4zL6833/https%3A%2F%2Fbit.ly%2F3IyvNRY”.
When the customer clicks on the link it will take them to a page that informs them of how they can “Confirm Continuation of Service”.
Date of the new update 6/1/2022
Text message sent out to some customers starting Monday am
And if the customer clicks on the purple button above that says “Enter Your Account Info” – it will take them to this page for the customer to manually confirm service for another 30 days:
¿No ves nada arriba? Volver a autenticarse
Fulfillment is placing one of 3 different QR codes stickers on each device being distributed to New Customers. Marketing is testing to see which QR code title generates the most response from customers.
All 3 QR codes will take the customer to the same link that is a welcome page for new customers. They will also receive the link in a text message.
You've got mail!
In this section, you are going to find all the information SUW will send to our customers via email or regular mail!!
New message!
Some of our CA Lifeline customers may receive a text message from CA TPA. If we get any calls relating to this, please let the customer know the text message is legitimate, and they need to follow those instructions or they will lose their Lifeline benefit.
If the CA TPA does not receive a response from the customer, they will receive a follow-up text 6 calendar days later. The TPA’s message announcing the change is below.
Date of the new update 5/12/2022
New message!
All former EBB active customers have now been transitioned/upgraded over to their new ACP rate plan.
Therefore, we are going to be sending this email out to all of those customers that have email addresses on file. Approximately 209,000 customers.
Date of arriving 3/30/2022
New message!
The reason for this email is to ask customers to provide us with their most current email addresses!
Date of arriving 3/21/2022
New message!
Losing their service?
Explain to out customers how they can avoid losing SUW services!
Date of arriving 2/21/2022
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