New updates! 

Important StandUp Wireless Accessibility and State Specific Relay Service Information

The StandUp Wireless website contains the company’s Accessibility Policy and required state specific Telecommunications Relay Service policies –https://standupwireless.com/support/consumer-information/.

The Accessibility Policy contains important information to ensure that customers with disabilities are able to use services provided by StandUp Wireless.

New StandUp Wireless Mobile App

Exciting News!!  Over the past several days, every StandUp Wireless customer received a text message informing them that our NEW StandUp Wireless Mobile App is now available in the Google Play Store! (iPhone IOS version soon to come!)  The ability to Chat with Customer Care from the app is another new feature that will soon be released.

The text message/comment on the account will read as follows:

“Download the NEW StandUp Wireless app! Purchase more minutes & data and new devices, check your account balances, and more! https://secure-web.cisco.com/1mKrn-Jz5t586vP9EQupIqCfAiHt-v1VKN5phWlceDn96ebK2LgOh8tEHTs4Bv0DY0u2GAw7owuvVtHzVHoOUTg3Y9cSqjwUrtyo_Pwe2OplsESlwTEJuaO_MgTZdcYZDEdYt7rrdnPIVBhiwuNiwCXZQeus88xjTlDhZtLVTFhCT3YCPmzrIF5OO7m_Zf8-AFbsbrlrIF3Or1aMGqYghjj4_1-qpNtNzjhZm6TBGiFLvEwc0pYUgv9Lndkb5ZieBla9DTbJF1LCV63Mwf2HwZoG5TauDGdsUIcGAyHiYKVuFdr4O_EdRdmbywIBgDBjR/https%3A%2F%2Fbit.ly%2Fsuw-app”

When the customer “clicks” on the link in the message, they will be redirected to the Google Play Store:

Important Updates

Important Vortex PG65 update:

• It has been reported that some of the Vortex PG65 phones currently being distributed by Enrollment Representatives at In-Person events are having issues connecting to the network when turning on (powering on) for the first time, and/or when the new device initially connects to the network, and within minutes, data no longer works.

• If  a customer or an Enrollment Representative contacts Care for assistance - since the PG65 will not connect to the network out of the box, the following steps should be provided to the customer:

1. Toggle airplane mode on and then off.

2. Then restart the phone by turning it off and then back on again.

The phone should now connect to the network.

Just FYI: Instructions to locate airplane mode on this device are below:

Swipe down on the home screen until you see Airplane mode in the shortcut menu You may have to swipe twice to see Airplane mode. Then tap on Airplane mode to turn it on. Leave it on for 10-20 seconds, then tap on Airplane mode again to turn it off. 

• Testing has shown that the above two steps have resolved this initial network connectivity issue.  These steps reinitiate the connection request, at which point the issue is resolved.

• Once the above two steps are provided to the customer, the comments on the account MUST clearly state that the customer was asked to toggle airplane mode on and then off, and then to restart their device to resolve the connectivity issue.

If the customer contacts Customer Care a second time/tries the 2 steps while on the phone or in a chat with a representative, and informs that the above 2 step process did not resolve their network connectivity issue(comments on the account clearly indicate that the customer was provided the correct two steps above if return call/chat to Care) -  the following steps MUST be followed FOR THIS SPECIFiC DEVICE AND FOR THIS SPECIFIC ISSUE:

The specific issue is that the Device will NOT connect to the network when turning on for the first time, OR will initially connect and within minutes the data will no longer work:

• Inform the customer that you will submit an escalation request to send them a prepaid shipping label via email to return the device back to the StandUp Wireless Fulfillment Center. (Must have a current email address on their account).

• Provide them with all return instructions as usual.

• Inform the customer that upon receipt of the device, a replacement device will be sent to them (perform shipping address update as usual).

• Open a “Parts Replacement” escalation. This escalation MUST include:

• Prepaid shipping label request

• Statement that the customer toggled airplane mode off/on and then restarted the phone, yet the connectivity issue was NOT resolved

• Date that the customer received the PG65

Please let me know if any questions.

Please distribute to the Care teams as soon as possible and confirm once completed.

1. Shipping Delays:

If an existing customer contacts Customer Care asking about the shipping status of their replacement device, or a new customer contacts Customer Care asking about the shipping status of their SIM or new device to activate their account (account in Catalyst still in “prospect” status) – please inform them of the following:

"We apologize for the delay in receiving your order.   The delay is due to shipping issues associated with Hurricane Helene and Hurricane Milton.  You will receive your order just as quickly as possible.  We appreciate your patience."  

 If the customer asks how much longer before their device is shipped, 

"Unfortunately, I am unable to provide you with a specific time frame at the moment since the delay  is due to the two recent hurricanes.  We thank you for your understanding and patience.”

2. Online Enrollment Update:

Effective immediately from this point forward, all online enrollments from via the StandUp Wireless website, in ALL states including California,- will receive a SIM kit. In other words, a BYOD offer since a free phone will no longer be offered for online enrollments.  Paper Applications follow the same offers as online – so paper applications will also receive a SIM Kit only from this point forward.

Important Note:  The In-Person enrollment offers did not change.

StandUp Wireless Prepaid Product Update

As all of you are aware, StandUp Wireless is a Lifeline benefit provider, as well as a provider of a separate Prepaid product.

Customers who are enrolled in the  separate Prepaid product will appear in Catalyst with a “yellow” logo in the upper left corner of Catalyst and will now have a balance of 0/0/0 on their Catalyst account ribbon. See screenshots below:

Updates 10/2/2024

Below are several important updates:

1. For paper applications, due to the large influx of paper applications received recently, we need to let consumers know that they will receive further information/updates about their paper application status between 10-14 business days after received by StandUp - instead of the standard 2 business days.  This new timeframe is to be given to consumers until further notice.

Due to the thousands of people impacted by Hurricane Helene, the FCC has issued a waiver for non-use for all

customers in those states that experienced the most devastating damage  - Georgia, Florida, Alabama, Tennessee, South Carolina, Virginia.  This means that those customers that live in those states that may have been affected by the hurricane will not lose their service due to non-usage for the next few months while they work to recover from this disaster.  Their grace period of 15 days will start on December 31, 2024 if they have not yet used their service by then.

The Comment on those customers affected by the hurricane will read as follows: 

Important Update:  In-Person Enrollment Account Activation in California:

If a customer calls and their account status is in FC (First call required) from California – and they inform a Customer Care Representative that an Enrollment Representative (Agent in the field)  told them to call Customer Care to activate their service – the representative is to tell them  “The Enrollment Representative (Agent in the Field) needs to finish the enrollment process, and then you’re good to go!”

• If a customer calls and their account status is already AP (Approved) from California – and they inform a Customer Care Representative that an Enrollment Representative (Agent in the field) told them to call Customer Care to activate their service– the representative is to tell them “Your account is all set, you’re good to go!”

• If an Enrollment Representative (Agent in the field) calls from California – and they ask about the final step to activate a customer’s account, the Customer Care Representative is to tell the Enrollment Representative that the customer can call anyone, it doesn’t only need to be 611.

For any of the above 3 scenarios, the Disposition on the account MUST be:

Master Comment – Account Inquiry

Comment Type – Activate Account Inquiry

Benefit port Procedure Policy

Good evening, all!

Important Updates – Version 3 – all updated/added information is highlighted below in blue:

When a customer contacts a Representative and indicates that their Lifeline Benefit was benefit ported to another carrier without their consent/approval – the below process MUST be followed.  This is a Mandatory request that ALL Representatives must comply with when interacting with a customer in this specific situation.   Failure to comply with this request will result in disciplinary action for failure to follow company policy.

1. Ask if they know the name of their carrier was benefit ported to.

2. Ask if they know the MDN that the new carrier assigned to them.

3. Let them know that we would love for them to come back to StandUp Wireless and advise as to how they can come back to StandUp Wireless – Winback link if available/eligible, Online, In-person Enrollment, Paper Application (all states except CA). 

4. If the StandUp Wireless account is still “Active” - offer a top up purchase to keep their account active and explain it will remain active if they purchase a top up every 30 days – OR until they are approved once again for Lifeline with StandUp – which must be used at least once every 30 days.

5. If they don’t know the name or their new MDN at the other carrier where their benefit was ported to and want to find out - please inform them that they can call the Lifeline Support Center for further assistance.

National Verifier / Lifeline Support Center

Hours:  Monday – Friday, 9 am to 9 pm Eastern Time

Phone:  1-800-234-9473  

Lifeline Support Email: LifelineSupport@usac.org

6. Very Important :  If the customer knows the name of the company where their benefit was transferred to, and/or knows their new MDN assigned by the company where their benefit was transferred to – a Customer Info/Request Changes Escalation MUST be opened.

• The escalation MUST be very clear and indicate that the customer’s benefit was ported to a new company without their knowledge.

• The escalation MUST include the information provided by the customer – company name where their benefit was transferred to and/or MDN assigned to the customer by the company where their benefit was transferred to.

• The escalation MUST include whether or not the Lifeline Support Center information was requested by the customer.

• The escalation MUST include the ACTIVATION date AND the DEACTIVATION date of the account when the Benefit was transferred WITHOUT the customer’s knowledge.

7. The specific disposition that MUST be used anytime that a customer indicates that their benefit was transferred to another company without their knowledge is as follows:

Master Comment: Account Inquiry

Comment Type: Benefit Port Without Knowledge

The comment MUST also include whether the customer knew or did not know the name of the carrier and the MDN of where their benefit was ported to without their knowledge.

8. Before closing the call,  IF THE ACCOUNT is active, AND the customer WAS able to provide the new carrier’s name and/or MDN please inform the customer as a thank you for their time,  they will be transferred to a Supervisor who will provide them with a courtesy credit of 1 GB of data on their StandUp account.

9. Transfer the customer to a Supervisor to add the courtesy credit.

10. The comment from the Supervisor must specifically state that the courtesy data credit was issue to the customer that  had their benefit ported to another carrier without their consent AND customer was able to provide the new carrier’s name and/or MDN.  The supervisors are responsible to check the escalation submitted by the Representative to confirm that the customer is eligible for this specific data courtesy.

Important to Note #1:  The customer should NOT be transferred to a Supervisor for the data courtesy credit IF THEY WERE UNABLE TO PROVIDE THEIR NEW CARRIER’S NAME AND/OR MDN  - which means an Escalation was NOT opened.

Important to Note #2:  ONLY customers who had their benefit transferred WITHOUT their knowledge, who can now provide us with the Carrier Name and/or MDN of the carrier that transferred their benefit WITHOUT their knowledge is eligible for the data courtesy.

Good evening, all!

Important Updates – Version 2 – all updated/added information is highlighted below in blue:

When a customer contacts a Representative and indicates that their Lifeline Benefit was benefit ported to another carrier without their consent/approval – the below process MUST be followed.  This is a Mandatory request that ALL Representatives must comply with when interacting with a customer in this specific situation.   Failure to comply with this request will result in disciplinary action for failure to follow company policy.

1. Ask if they know the name of their carrier was benefit ported to.

2. Ask if they know the MDN that the new carrier assigned to them.

3. Let them know that we would love for them to come back to StandUp Wireless and advise as to how they can come back to StandUp Wireless – Winback link if available/eligible, Online, In-person Enrollment, Paper Application (all states except CA). 

4. If the StandUp Wireless account is still “Active” - offer a top up purchase to keep their account active and explain it will remain active if they purchase a top up every 30 days – OR until they are approved once again for Lifeline with StandUp – which must be used at least once every 30 days.

5. If they don’t know the name or their new MDN at the other carrier where their benefit was ported to and want to find out - please inform them that they can call the Lifeline Support Center for further assistance.

National Verifier / Lifeline Support Center

Hours:  Monday – Friday, 9 am to 9 pm Eastern Time

Phone:  1-800-234-9473  

Lifeline Support Email: LifelineSupport@usac.org

6. Very Important :  If the customer knows the name of the company where their benefit was transferred to, and/or knows their new MDN assigned by the company where their benefit was transferred to – a Customer Info/Request Changes Escalation MUST be opened.

• The escalation MUST be very clear and indicate that the customer’s benefit was ported to a new company without their knowledge.

• The escalation MUST include the information provided by the customer – company name where their benefit was transferred to and/or MDN assigned to the customer by the company where their benefit was transferred to.

• The escalation MUST include whether or not the Lifeline Support Center information was requested by the customer.

7. The specific disposition that MUST be used anytime that a customer indicates that their benefit was transferred to another company without their knowledge is as follows:

Master Comment: Account Inquiry

Comment Type: Benefit Port Without Knowledge

The comment MUST also include whether the customer knew or did not know the name of the carrier and the MDN of where their benefit was ported to without their knowledge.

8. Before closing the call,  IF THE ACCOUNT is active, AND the customer WAS able to provide the new carrier’s name and/or MDN please inform the customer as a thank you for their time,  they will be transferred to a Supervisor who will provide them with a courtesy credit of 1 GB of data on their StandUp account.

9. Transfer the customer to a Supervisor to add the courtesy credit.

10. The comment from the Supervisor must specifically state that the courtesy data credit was issue to the customer that  had their benefit ported to another carrier without their consent AND customer was able to provide the new carrier’s name and/or MDN.  The supervisors are responsible to check the escalation submitted by the Representative to confirm that the customer is eligible for this specific data courtesy.

Important to Note:  The customer should NOT be transferred to a Supervisor for the data courtesy credit IF THEY WERE UNABLE TO PROVIDE THEIR NEW CARRIER’S NAME AND/OR MDN  - which means an Escalation was NOT opened.

Good afternoon, all!

Important Update:

When a customer contacts a Representative and indicates that their Lifeline Benefit was benefit ported to another carrier without their consent – the below process MUST be followed:

1. Ask if they know the name of their carrier was benefit ported to.

2. Ask if they know the MDN that the new carrier assigned to them.

3. Let them know that we would love for them to come back to StandUp Wireless and advise as to how they can come back to StandUp Wireless – in person enrollment, paper application (all states except CA).  If they ask about Online enrollment, please let them know they can go to our StandUp Wireless to begin the process, and they will be transferred to our partner and apply to have their Lifeline benefit with them.

4. Offer a top up to keep their account active and explain it will remain active if they purchase a top up every 30 days.

5. If they don’t know the name or their new MDN at the other carrier where their benefit was ported to and want to find out - please inform them that they can call the Lifeline Support Center for further assistance.

National Verifier / Lifeline Support Center

Hours:  Monday – Friday, 9 am to 9 pm Eastern Time

Phone:  1-800-234-9473  

Lifeline Support Email: LifelineSupport@usac.org

6. Very Important :  If the customer knows the name of the company where their benefit was transferred to, and/or knows their new MDN assigned by the company where their benefit was transferred to – a Customer Info/Request Changes Escalation MUST be opened.

• The escalation MUST be very clear and indicate that the customer’s benefit was ported to a new company without their knowledge.

• The escalation MUST include the information provided by the customer – company name where their benefit was transferred to and/or MDN assigned to the customer by the company where their benefit was transferred to.

7. The specific disposition that MUST be used anytime that a customer indicates that their benefit was transferred to another company without their knowledge is as follows:

Master Comment: Account Inquiry

Comment Type: Benefit Port Without Knowledge

The comment MUST also include whether the customer knew or did not know the name of the carrier and the MDN of where their benefit was ported to without their knowledge.

Please let me know if any questions.

Good evening, everyone!

Please see an important updates below that is effective Friday, September 6th:

Update :  The Closing scripts have changed.  Therefore, effective September 6th -  all “closings”  (voice or chat) MUST include one of the two closing scripts below: 

1. One is for a customer who DID purchase a top up during the interaction with the Representative.  

2. The other is for a customer who DID NOT purchase a top up during the interaction with the Representative.

Failure to use one of these updated “Closing Scripts” will result in a QA Auto Fail  under the “Compliance” section of the scorecard. 

As stated above, these new closing scripts below are effective immediately and are mandatory.

Closing Script #1:

If customer has NOT already purchased a TopUp, during the call or chat

• “Before we end this call (or chat), I just wanted to let you know that your current account balances are ­(give them voice, text & data balances*) .  We don’t want you to run out unexpectedly.” (*found in the Catalyst Customer Ribbon).

• “Would you like to purchase a TopUp with me, today - to make sure you don’t run out of talk, text, or data before your next reload date?”

• Proceed with Top Up purchase process.  However, AFTER selecting the Top Up. BUT BEFORE submitting the payment, the Top Up selected and price MUST be confirmed with the customer. “Just to confirm, you are purchasing a ______(specific Top up description) in the amount of $______.  Correct?

• ONLY when the customer confirms that the top up and amount are correct, should you proceed in processing the Top Up purchase.  If the customer indicates the Representative’s selected Top Up and price are NOT correct, the Representative must go back and choose the correct Top up and Price and follow the same process – BEFORE submitting the payment,  the new selections must be confirmed by the customer.

• “Is there anything else I can do to assist you, today?”

• “Thank you for calling StandUp Wireless. “

Closing Script #2:

If customer already purchased a Top Up, on the call or chat. – Click “Get Balance Remaining” in CAT Menu.  Next, Click “Submit” in the bottom left corner of the screen (this will update the balances)­_.

• “Today we added a Top Up, bringing your currenImportant Update - Effective 9/6/24Important Update - Effective 9/6/24t account balances to ­(give them new voice, text & data balances*).”

• “Is there anything else I can do to assist you, today?”

• “Thank you for calling StandUp Wireless.”

Important to Note #1:  Anytime a Top Up is purchased during a call – not just purchased during the closing, the Top Up selected and price MUST be confirmed by the customer before proceeding with the purchase.  Failure to do this will also result in a QA Auto Fail for “Compliance”.

ImportImportant Update - Effective 9/6/24ant to Note #2:  A recap at the end of the call is no longer required – due to the updated closing scripts.

Coaches –  Please make sure that your team sees this, reads this, and fully understands how to properly close the call using one of the two scripts above depending upon whether a top up was purchased during the interaction or not.  Please ensure they also understand ANY Top Up purchase MUST be confirmed by the customer before proceeding at ANY point during the call not just the closing, Also, please make sure that your team understands that if they DO NOT use the correct new closing script or confirm a Top Up purchase at any point during the call, it will be an “Auto Fail” on their QA monitoring score.

Foundever QA – Please listen for the use of these new scripts and Top Up confirmation at any point during the call - and if the correct process/ closing scripts are followed, please Auto Fail them under “Compliance”. 

Even if the criteria is NOT changed on the scorecard,  effective September 6h – if the proper closing script is NOT used, FE QA is to still Auto Fail the representative under Compliance – since the Representatives are being informed of that up above in this update.

Regards,

Cindy   

Updated and Revamped Dispositions and Non Customer Record Tool Choice

Customer Experience and our IT team have finished our review and updating of the Dispositions in Catalyst.  Below are the updated Master Types  (in blue highlight) and below each Master Type are the associated Comment Types that will be found under each of the specific Master Types in Catalyst.

We are hoping that these updated (and some new) Master Types will make it easier for our Customer Care Representatives to quickly and easily find the Master Type and the Comment Type that BEST matches the main reason for the interaction.

For example:

• If a customer is inquiring about something related to their account, the BEST Master Type to start with would be “Account Inquiry”.

• If a customer is inquiring about personal information on their account, the BEST Master Type to start with would be “Personal Account Information Issue”.

• If a customer is inquiring about top ups – then the BEST Master Type would be “Top Up Related Inquiries”.

• If a customer had to be transferred to a Supervisor, then the BEST Master Type would be “Tier 1 Transfer Reasons”, etc.

If the customer is contacting us about something that doesn’t fit into a specific category – then the BEST Master Type to look at first would be General.

Again – we need each Representative to think about the specific reason for the inquiry, then find the BEST Master Type that closely matches the reason, and then find the BEST Comment Type that most closely matches the reason for the inquiry.

It is very important for reporting purposes that the BEST Master Type and the BEST Comment Type that most closely matches the reason for the call are used as Dispositions.

There are 3 categories that Tier 1 Customer Care Representatives WILL NOT USE – highlighted in pink below.  They are Compliance, Escalation, and Fulfillment. 

Escalation is ONLY to be used by Tier 2/Coaches and Tier 3 – SUW Customer Experience team.

These are the new Master Types in Catalyst.

Benefit Port Without Knowledge Inquiry Update and ReminderGood evening!

Important Update:

If someone contacts Customer Care about "Benefit Port Without Knowledge", if the customer knows the name of the company that their benefit was ported to –  that specific Company name MUST be documented in the Comment on the account.

• And then, as always, inform the caller that we would love to have them come back to StandUp Wireless again by reapplying at http://secure-web.cisco.com/1fVXAj4-MhsStwwuR2LEplx4uHT1h8r-fRj7rs2urPeKwm65w_zwFDxMsYqlTipYzWXYa-wK3QwDPFvsPG2bDlyEFLZfZCixNYJ3tLypOx4lPbyAXPJsEYRk6oDxWChed3cpSl7VIJpL3E9v4D0kItKsRHL6w4ZCpIbxCp7t6jRU8CE7YTA9OLj4xL5cratxIydUEu924j3Y1niGypdTRCYL6nM5SnXQvYpH7U7gNiMvN7TT9fudbLM_RI1a_ROI-bJevZJY8zspn0aiiNCXccAjMwmYOdykv-obOLFu5D9fODzdzF0U2Vq1o3aJoUEQJ/http%3A%2F%2Fwww.standupwireless.com.

• Also,  if the customer’s account is still active,  it is very important to inform them that in order to keep their account active while reapplying, they will need to purchase a top up every 30 days until they are once again approved with StandUp Wireless. 

• They should also be informed that they can purchase a top up immediately (if a voice call), or by purchasing a top up via their My Account at their convenience. 

• The customer must also be informed that failure to purchase a top up immediately will result in their account being deactivated in the very near future, and they will lose their current StandUp Wireless telephone number.

Important Note 1:

If the customer does NOT know the name of the company that their benefit was ported to – all of the above bullet point  information still applies.

Additionally –after explaining that we are not able to determine where their benefit went -  the customer should be provided the Lifeline Support Center contact information for further assistance.  (800) 234-9473.

The ONLY time the Master Comment:   Account Inquiry,  Comment Type:  Benefit Port Without Knowledge should be used is when a customer mentions that their benefit was ported to another carrier without their knowledge  whether they know the company name or not.  This Disposition should NOT be used for any other reason.

Update regarding former ACP ONLY customers in Florida. 

New update regarding former ACP ONLY customers in Florida:

This is an update to the email sent out on June 20th  (in the email string below)  – regarding these same  former ACP ONLY customers in Florida.  Per the note on June 20th – shown below – we reference a third SMS and email when the system has been set up to allow these same customers in Florida to apply for Lifeline with StandUp Wireless.

NOTE: Once the system adjustments to allow Lifeline in Florida have been completed, StandUp Wireless will send a third SMS and an email to these customers, letting them know they can apply online with StandUp for their Lifeline benefit.

Our system is now ready to send this third SMS to let these same Florida customers know they may now apply online for Lifeline with StandUp Wireless.  An email will also be sent at a later date.

A text message is being sent out to these for ACP ONLY Florida customers this evening.

The text message will read exactly as shown in the Comment below.  This Comment will appear on each customer’s account receiving this text message:

Alerts/ New Update: Customer accounts Deactivated (Already Done at the Downstream Carrier) on 7/10/2024

We have received several customer reports about their accounts being deactivated as of 7/10/2024, with an Account Status showing as Deactivated (Already Done at the Downstream Carrier). This is because the customer's benefit is no longer active because of non-use or not purchasing a top-up in the last 30 days.

Very Important Information - Retention Program Ends Saturday, June 1. For ALL CustomersGood evening!

Very Important Information:

Effective June 1 – The Retention Program Ends for ALL customers (Lifeline/ACP ONLY/Lifeline + ACP Combo) per the latest revision of the New Retention Program Policy – Revision #6 

INFORMATION FOR ACP ONLY CUSTOMERS

This very important information below ONLY pertains to ACP ONLY customers.

StandUp Wireless has had a change in plans for our ACP ONLY customers.  Instead of the ACP ONLY customer’s ACP balance ending on their June reload date, it is ending tomorrow, June 1. (Does not apply to Lifeline + ACP Combo customers at this time.)

The Catalyst ribbon information for these specific ACP ONLY customers with an active account and active ACP benefit will change as of tomorrow:

• The rate plan will read “ACP Wind Down Base Plan”.

• The ACP Benefit Field AND the ACP NLAD Status fields will no longer be displayed on the ribbon

• The balance on the account will read 1/10000/1 – which means 1 minute/unlimited texts/1 MB (megabyte)of data

Important to Note – if the customer lives in an ETC state (state where StandUp provides Lifeline) the red trigger will still appear on the account to send the customer the link for the “Adding Lifeline to ACP Program” upon request.

Example of how the ribbon will show in Catalyst:

Updated PDF for the Adding Lifeline to ACP Program - 5-24-24

This is an external email originating from outside of Foundever; do not click links or open attachments unless you know the content is safe.

Good afternoon, everyone!

As we all know with ACP ending – if a customer is eligible to add LIFELINE to their ACP ONLY account and are successful – they will be able to continue service with us under a Lifeline plan when their June reload date informs them their ACP benefit has ended.

Attached is a pdf with the most current information regarding this program.

It is very important for everyone to review this updated information as soon as possible.

The associated policy in the Foundever Google KB and SharePoint and SUW KB will be updated to reflect the same updates as in this pdf next week.

Below is a link straight to this pdf as well – another way to view the pdf.

Some Important Updates and Reminder

Below are a few important updates:

1. For those customers that had their benefits status changed this week to IA – a follow up text message was sent to them with a link that will direct them to a page on our StandUp Wireless webste for more information and instructions on how to resolve this issue.

The text message/comment on these specific accounts reads as follows:

Adding Lifeline to ACP Program - 5-24-24

As we all know with ACP ending – if a customer is eligible to add LIFELINE to their ACP ONLY account and are successful – they will be able to continue service with us under a Lifeline plan when their June reload date informs them their ACP benefit has ended.

Attached is a pdf with the most current information regarding this program.

Adding Lifeline to ACP ONLY Policy - Rev #1 - 5-14-24

Attached is the latest revision of the “Adding Lifeline to ACP” program policy – revision #1.

We need all representatives to make sure they read and fully understand this revised “Adding Lifeline to ACP ONLY” policy as our Marketing Department continues to make our ACP ONLY customers aware of this program.  More and more customers may be contacting Customer Care to fully understand what this program does as a result of the many emails and text messages that our Marketing Department is sending out to promote this program.

This “Adding Lifeline to ACP ONLY” policy is similar to the ACP WinBack and the Lifeline WinBack policies – but below outlines the main difference.

• The 2 Winback policies specifically are for those customers with an “Active” account where there is a LL:BP and/or ACP:BP status(s) on their account.  The Winback processes allow these benefit ported customers to transfer their existing approved benefit from another provider back to StandUp quickly and easily.  These customers do NOT have to go through the whole new customer enrollment process.

• The “Adding Lifeline to ACP ONLY” program is different.  This program is for customers with an “Active” account that NEVER had a Lifeline benefit at all on their account OR they have a Lifeline benefit status of anything else other than BP (again the Lifeline Winback program is for those LL;BP customers). This is a special enrollment platform for customers to quickly and easily apply for the Lifeline benefit if they are eligible.  If approved, the Lifeline benefit will be added to their ACP ONLY account, and the rate plan would change to the Combo Rate plan from their ACP ONLY rate plan.

Also, as always, the changes in the policy are outlined in the gray box in the upper right corner of the document.

Adding Lifeline to ACP ONLY"program  text and emails being sent to a group of ACP ONLY customers this afternoon.

This afternoon, we sending out a bulk group of texts and emails to a group of  “ACP ONLY” customers letting them know about our “Add Lifeline to ACP Only” process/program. 

A related Comment should also be posted to the customer accounts that receive these emails and texts this afternoon.

The email to be sent will be as follows:

Change in Data Speeds for accounts with ACP - ACP ONLY and ACP + Lifeline Comb Plans

Effective with ACP related rate plan reloads (ACP ONLY or ACP + Lifeline Combo)  starting last Friday, May 10th – there has been a change in the lower data speeds.

Please see a revised Data Usage Calculation and Rate Speed Explanation Policy attached – Revision #4.

The ACP ONLY or ACP + Lifeline Combo customer will receive their plan’s allotted high-speed data as usual.

Once the customer uses all of their plan’s allotted high-speed data, the lower speeds have changed, and are now as follows:

20GBs of data at 256 kbps.  Once that 20 GBs of data is used up, the data speed will reduce to 30 GBs at 64 kbps.

Once the customer uses the 30 GBs at the lowest speed of 64kbps, they will have two options:

1. Purchase a data top up which will be high-speed either via phone with Customer Care or via online in their My Account.

2. Wait until their next reload date to continue using their service.

There are ONLY 3 reasons for any balance issues – including DATA - to be escalated as shown below and written in the revised policy:

URGENT Clarification Message for CARE Representatives regarding "Deactivated (External Audit)

Any customer that has the account Deactivated for “External Audit”

Important Update - Query IMEI MSISDN IS DEACTIVATED / Deactivated (External Audit) Accounts

For all of the customers who have contacted us initially and the account originally showed : Query IMEI MSISDN IS DEACTIVATED – yet the account was still “active” – those accounts have now been changed to show “Deactivated (External Audit) – and the benefit(s) on the account have been “De-enrolled”.  See screenshot below.

Courtesy Top Ups have been removed from Catalyst

Important Information:  Courtesy (free) top ups have been permanently removed from Catalyst.

• These courtesies are no longer available to issue to a customer. 

• Both Tier 1 and Tier 2 will see the following top ups listed now in Catalyst:

ACP Winback technical issue with 29 customers

Due to a technical issue, 29 ACP Winback customers need to go back through the ACP Winback process – even though ACP was added back to their account after they completed the ACP Winback process the first time.

Therefore, due to this technical error, these same customers will need to complete the ACP Winback process a second time.  Upon successful completion again, ACP will once again be added to their account and will show as ACP:AP.

These customers were notified via several text messages sent a few minutes ago.  Catalyst Support had to change these customers back to ACP:BP (the status they were in before completing the ACP Winback process the first time) so that the red trigger for ACP Winback would appear on the account.    In order to not disrupt service, they all were given an ACP like top up to give the customer time to go back through the process a second time. 

The comments on the account will read as follows.   Please see the text that the customer received,  as well as another comment on the account for Customer Care’s information:

An additional text message was sent to the customer to clarify the two automated messages as follows:

April 8th Important Win Back Program Error Updates

Important April 8th Updates regarding the Win Back Program:

1. 4/8/24 -  No Change to this process:  If a customer contacts Customer Care and reports that they are NOT receiving the Win Back link – even though the Comments show the link has been sent to them at least 2 times, please do the following:

Inform the customer that a link was sent to their SUW MDN ____________ via text, and if there is an email on their Catalyst account - a link was sent to their email which is _________________.  Ask them to carefully check their text messages and/or their junk/spam folder in their email.

If the customer says they still do not see the text or email – please ask them to do the following:

• Resend the link one more time.

• Have them clear their browser history.

• Have them restart their phone.

• Have them try another device or browser if possible.

• Have them try to specifically use their StandUp Wireless connected device – since the link and the website are whitelisted – if data is an issue.

• If after the customer does all of the above, and they still do not see the text message sent to their SUW MDN AND/OR to their email address in Catalyst – then a Customer Info Request/Changes Escalation should be opened – including a good contact number and best time of day to reach the customer.  That escalation and the comments on the account MUST specifically state all of the above actions that the customer took, and still found no link – even though comments on the account show it was sent.

2. 4/8/24 - No Change to this process:  If the error message is CANNOT_TRANSFER_SAME_SAC, INELIGIBLE_FOR_TRANSFER – please inform the customer you will escalate this issue and to call back within 24-48 business hours.  A Customer Info Request/Changes Escalation MUST be opened.  The escalation form MUST include the above error message and the ACP status on the account at the time the escalation is submitted, a good contact number, and best time of day to reach the customer.

3. 4/8/24 Update:  We have just been informed that the below known USAC transfer issues are now supposed to be resolved. The procedures below have been updated as necessary.

If a customer contacts Care after going through the Win Back process and says they received the below message to call the ACP Support Center please do the following:

1. Please look at the comments on the account to see if the specific reason for the Win Back failure is listed.

• If the error message is EBBP_DUPLICATE_ADDRESS – please inform the customer that they will have to complete a “Household Worksheet” with the National Verifier.  Once that issue is resolved with the National Verifier, and they tell them that they are good to go on their end, the customer should then try to go back through the Win Back program using the same link, IF they are still eligible for the program (Account is Active and ACP:BP).

If the National Verifier says that the duplicate address issue is now resolved, and the customer tries Win Back again – and receives the SAME error message, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the above error message, details that they customer successfully completed the Household Worksheet per the National Verifier, and good call back # and best time of day to contact the customer.

To resolve this issue, the customer can go online to complete the required form, or they can call the ACP Support Center for assistance in completing the form.  The online website is https://secure-web.cisco.com/1h25dhbkjR4HnUlA17QpPE1G0oRKUVyTB_qygfOKFFQMUt2j-CJq-4g1fRnHcwy3l2i40jV1DOkOi98SlnFxd6VwLkpiY-jcJSotyk8oCBAY-z1MIN9wbLnTBwc6DQOZBJljFlXnf-aXadlHsZbQrd9VEm5T3n0uRUBiITSJoLKcO0zCGTp86zdBoyciOK5hJ4euUUNU1hZiSIbMDVWD7L0PKkN_NDqn4jRXfDppzFW5X1hx8usy57jzw2doi7xbd2-xUI0P5erFLC_Mg35mkxcQjX_Xoy9yvCVfITTePOKuw7lrSijIKsJQnHiGgcZGh/https%3A%2F%2Fgetinternet.gov%2Fupdate 

_______________________________________________________________________________________________________________________________________________________________

If the error message is SUBSCRIBER_NOT_FOUND_ERROR – this usually means that the customer is not found in the National Verifier database as having an active ACP benefit.  If they no longer have an active/approved ACP benefit with another service provider, and no longer have an approved ACP benefit at the National Verifier, they will NOT be able to transfer ACP to StandUp Wireless.

• If the customer says they DO have an active benefit with another provider, please inform them to contact the National Verifier’s ACP Support Center for further information. 

• If the ACP Support Center tells them they DO have an active ACP benefit – they should try the Win Back process one more time.  If still not successful (even though still eligible for the Win Back program), and they receive the SAME error, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the specific error message, details that the National Verifier confirmed that they do have an active ACP benefit , and good call back # and best time of day to contact the customer.

_______________________________________________________________________________________________________________________________________________________________________________

If the error message is INELIGIBLE_FOR_TRANSFER – the following process MUST be followed:

• Please inform the customer to contact the National Verifier’s ACP Support Center to determine if their ACP benefit is active and eligible for transfer.

• If the customer contacts Customer Care again and informs that the ACP Support Center told them they ARE eligible to transfer their active ACP benefit:

• If Catalyst shows they ARE still eligible (Account is Active and ACP:BP), please ask the customer if they have already transferred their benefit one time already this month.

If the customer says “No” they have NOT transferred their ACP benefit in the same month as going through Win Back – the next step is to ask if their ACP benefit status at their other service provider has changed since speaking with the National Verifier.  For example, the benefit could have expired at the other provider after talking with the National Verifier, and if so, they are no longer eligible to transfer ACP to anywhere else.

• If the customer’s answer is “no” they still have an active ACP benefit, then they should try the Win Back process one more time.

• If the customer receives the SAME error message again, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the specific error message, details that the National Verifier and customer BOTH confirmed that they do have an active ACP benefit and have not transferred this month, and good call back # and best time of day to contact the customer.

• If the customer’s answer is “yes” their ACP benefit has since expired,  which means they no longer have an active ACP benefit – this is why they are receiving the error message. This is why they are no longer eligible for Win Back.  If the customer no longer has an active ACP benefit with any service provider, they will no longer have an ACP benefit to transfer to any service provider.   NO escalation should be opened as there is nothing StandUp Wireless can do for the customer.

If the customer says “Yes” they have transferred their ACP benefit to another provider once already this same month, then there are additional steps the customer must take when going through Win Back process.

• Inform the customer that they will need to go through Win Back process again and select a Transfer Exception if one applies to them and letting them know where to look for those 3 options.

The 3 questions are at the beginning of the process – under the consent to transfer disclosure.

April 8th Important Win Back Program Error Updates

Important April 8th Updates regarding the Win Back Program:

1. 4/8/24 -  No Change to this process:  If a customer contacts Customer Care and reports that they are NOT receiving the Win Back link – even though the Comments show the link has been sent to them at least 2 times, please do the following:

Inform the customer that a link was sent to their SUW MDN ____________ via text, and if there is an email on their Catalyst account - a link was sent to their email which is _________________.  Ask them to carefully check their text messages and/or their junk/spam folder in their email.

If the customer says they still do not see the text or email – please ask them to do the following:

• Resend the link one more time.

• Have them clear their browser history.

• Have them restart their phone.

• Have them try another device or browser if possible.

• Have them try to specifically use their StandUp Wireless connected device – since the link and the website are whitelisted – if data is an issue.

• If after the customer does all of the above, and they still do not see the text message sent to their SUW MDN AND/OR to their email address in Catalyst – then a Customer Info Request/Changes Escalation should be opened – including a good contact number and best time of day to reach the customer.  That escalation and the comments on the account MUST specifically state all of the above actions that the customer took, and still found no link – even though comments on the account show it was sent.

2. 4/8/24 - No Change to this process:  If the error message is CANNOT_TRANSFER_SAME_SAC, INELIGIBLE_FOR_TRANSFER – please inform the customer you will escalate this issue and to call back within 24-48 business hours.  A Customer Info Request/Changes Escalation MUST be opened.  The escalation form MUST include the above error message and the ACP status on the account at the time the escalation is submitted, a good contact number, and best time of day to reach the customer.

3. 4/8/24 Update:  We have just been informed that the below known USAC transfer issues are now supposed to be resolved. The procedures below have been updated as necessary.

If a customer contacts Care after going through the Win Back process and says they received the below message to call the ACP Support Center please do the following:

1. Please look at the comments on the account to see if the specific reason for the Win Back failure is listed.

• If the error message is EBBP_DUPLICATE_ADDRESS – please inform the customer that they will have to complete a “Household Worksheet” with the National Verifier.  Once that issue is resolved with the National Verifier, and they tell them that they are good to go on their end, the customer should then try to go back through the Win Back program using the same link, IF they are still eligible for the program (Account is Active and ACP:BP).

If the National Verifier says that the duplicate address issue is now resolved, and the customer tries Win Back again – and receives the SAME error message, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the above error message, details that they customer successfully completed the Household Worksheet per the National Verifier, and good call back # and best time of day to contact the customer.

To resolve this issue, the customer can go online to complete the required form, or they can call the ACP Support Center for assistance in completing the form.  The online website is https://secure-web.cisco.com/1h25dhbkjR4HnUlA17QpPE1G0oRKUVyTB_qygfOKFFQMUt2j-CJq-4g1fRnHcwy3l2i40jV1DOkOi98SlnFxd6VwLkpiY-jcJSotyk8oCBAY-z1MIN9wbLnTBwc6DQOZBJljFlXnf-aXadlHsZbQrd9VEm5T3n0uRUBiITSJoLKcO0zCGTp86zdBoyciOK5hJ4euUUNU1hZiSIbMDVWD7L0PKkN_NDqn4jRXfDppzFW5X1hx8usy57jzw2doi7xbd2-xUI0P5erFLC_Mg35mkxcQjX_Xoy9yvCVfITTePOKuw7lrSijIKsJQnHiGgcZGh/https%3A%2F%2Fgetinternet.gov%2Fupdate 

_______________________________________________________________________________________________________________________________________________________________

If the error message is SUBSCRIBER_NOT_FOUND_ERROR – this usually means that the customer is not found in the National Verifier database as having an active ACP benefit.  If they no longer have an active/approved ACP benefit with another service provider, and no longer have an approved ACP benefit at the National Verifier, they will NOT be able to transfer ACP to StandUp Wireless.

• If the customer says they DO have an active benefit with another provider, please inform them to contact the National Verifier’s ACP Support Center for further information. 

• If the ACP Support Center tells them they DO have an active ACP benefit – they should try the Win Back process one more time.  If still not successful (even though still eligible for the Win Back program), and they receive the SAME error, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the specific error message, details that the National Verifier confirmed that they do have an active ACP benefit , and good call back # and best time of day to contact the customer.

_______________________________________________________________________________________________________________________________________________________________________________

If the error message is INELIGIBLE_FOR_TRANSFER – the following process MUST be followed:

• Please inform the customer to contact the National Verifier’s ACP Support Center to determine if their ACP benefit is active and eligible for transfer.

• If the customer contacts Customer Care again and informs that the ACP Support Center told them they ARE eligible to transfer their active ACP benefit:

• If Catalyst shows they ARE still eligible (Account is Active and ACP:BP), please ask the customer if they have already transferred their benefit one time already this month.

If the customer says “No” they have NOT transferred their ACP benefit in the same month as going through Win Back – the next step is to ask if their ACP benefit status at their other service provider has changed since speaking with the National Verifier.  For example, the benefit could have expired at the other provider after talking with the National Verifier, and if so, they are no longer eligible to transfer ACP to anywhere else.

• If the customer’s answer is “no” they still have an active ACP benefit, then they should try the Win Back process one more time.

• If the customer receives the SAME error message again, a Customer Info Request/Changes Escalation is to be opened.  The escalation form MUST include the specific error message, details that the National Verifier and customer BOTH confirmed that they do have an active ACP benefit and have not transferred this month, and good call back # and best time of day to contact the customer.

• If the customer’s answer is “yes” their ACP benefit has since expired,  which means they no longer have an active ACP benefit – this is why they are receiving the error message. This is why they are no longer eligible for Win Back.  If the customer no longer has an active ACP benefit with any service provider, they will no longer have an ACP benefit to transfer to any service provider.   NO escalation should be opened as there is nothing StandUp Wireless can do for the customer.

If the customer says “Yes” they have transferred their ACP benefit to another provider once already this same month, then there are additional steps the customer must take when going through Win Back process.

• Inform the customer that they will need to go through Win Back process again and select a Transfer Exception if one applies to them and letting them know where to look for those 3 options.

The 3 questions are at the beginning of the process – under the consent to transfer disclosure.

Visually Impaired California LIFELINE Customers

If a brand-new California LIFELINE customer going through the Lifeline enrollment process needs to receive Lifeline program information from the TPA in Braille, they are instructed to call StandUp Wireless Customer Care. (TPA = Third Party Administrator – the organization who handles the Lifeline enrollment process for the state of California.)

If a California customer contacts a Customer Care Representative and asks for Lifeline material from the California TPA in Braille, please submit a Customer Info Request/Changes escalation.  This escalation should specifically include:

• The customer is a California Lifeline Customer who is requesting information regarding Lifeline from the TPA in California in Braille. 

• This escalation must also include a good call back number and best time of day to call should we need to reach out to the customer if any additional information is needed.

The Customer Experience Team will then escalate this request to IT via a support ticket - who will notify the California TPA electronically of this request.

     Second FCC ACP Wind Down Notice - Being sent on Sunday March17th

As everyone is aware, the ACP program is currently set to end in May, 2024.  We remain hopeful that Congress will approve more money to extend this valuable program, but in the meantime, the FCC is requiring that ALL ACP service providers  - not just StandUp Wireless - move forward with starting to “wind down” (close down) the program.

The FCC requires that notices be sent out to ALL ACP customers by ALL service providers on specific dates between now and May.  The first required date was January, 25th. 

The second required date is no later than March 19th.

In order to remain in compliance with the FCC, we will be sending out an email and a text message on Sunday, March 17th to all customers with an ACP related rate plan. .  (Tablet ONLY customers will only receive the email if there is an email, since the tablet does not have text/call functionality).

We believe that this second round of wind down emails/texts will generate inquiries into Customer Care, therefore it is important that everyone reads and understands the email and text message, so that the entire team is prepared to answer customer questions. 

• If a customer contacts Customer Care and asks if the email and/or text message is legitimate, please let them know that “yes” StandUp Wireless did send the messages to them. And, we urge them to click on the link in the email that we sent to them - to easily send a pre-written email to the Congressmen in their area, urging them to approve more money to allow the ACP program to continue.

• A “Comment” will be placed on the account when this second “wind down” text and email is sent to the customers.

Again, important to remember that these notices do not involve Lifeline at all.  These messages are ONLY pertaining to ACP.

The Text Message will read as follows:

“From StandUp: ACP is ending in May. If you enrolled in Lifeline, you will be moved to a free Lifeline plan. Visit <<link>> for options & more info.”

When they “click” on the link, it should take them to a page that displays the same information as in the email that they will receive as well.

HD65+ and CG65 Device Issues

If a customer contacts a representative for an issue with their HD65, HD65+ OR CG65 phone – whether in our out of warranty, the following process should be followed:

Tier 1:

IF customer reports that their device (HD65, HD65+, CG65) turned off, and will NOT turn back on, will NOT power on, etc – which means there is no way to perform troubleshooting as usual:

Transfer the customer to a Supervisor for further assistance.

Important to Note: No “Part Replacement” Escalation is to be submitted for replacements of these 3 specific devices.

Coaches/Tier 2:

If the customer confirms for you that their device (HD 65, HD65+, CG65) will NOT turn on, etc. and there is no way to troubleshoot, then please use these special Product IDs in Catalyst created for these specific devices to send a replacement. 

As you all know, today starts the FCC ACP freeze for new enrollments.  This means if someone DOES NOT have the ACP benefit today, they will not be able to apply for ACP.  If  Congress refunds the program, and the FCC lifts the freeze, consumers will once again be able to apply for the ACP benefit.

However, the FCC is still allowing customers the option to transfer their active ACP benefit from one service provider to another.  This is why StandUp Wireless has started a new marketing campaign for customers to “Switch” meaning transfer/change/bring their ACP benefit from another service provider to StandUp Wireless.

Our website has been updated to reflect this new “SWITCH” campaign.  If the customer is still eligible for their ACP one-time discounted tablet, they may still purchase one for $10.01 if they bring their ACP benefit back to StandUp.

The customer must also live in an area where StandUp can provide ACP services.

If a consumer contacts Customer Care and asks if they can transfer their ACP benefit to StandUp Wireless, the answer is “YES” they can by going to the StandUp Wireless website to do so.

EFFECTIVE IMMEDIATELY - UPDATED IMPORTANT SCRIPT FOR VOLUNTARY REMOVAL REQUESTS THAT ARE NOT RELATED TO DEVICE ISSUES

EXTREMELY IMPORTANT NOTE:  THE INFORMATION BELOW PERTAINS TO ACP ONLY.  LIFELINE IS NOT INCLUDED IN ANY OF THESE CHANGES OUTLINED BELOW.

As we all know, unless Congress approves money for the ACP program to continue, it will end in May, 2024.  Accordingly, the FCC has some rules that ALL service providers must follow (not just StandUp Wireless) now that the wind down of the ACP program has begun.

One of the rules now in in place is that no NEW ACP enrollments are allowed during the FCC’s ACP Enrollment Freeze which started on February 8th.  Therefore, if a customer/consumer wants to apply or reapply for the ACP benefit with StandUp Wireless or ANY other service provider they are NOT be able to do so at this time.

This also means that if a customer requests to cancel their ACP benefit with StandUp – they will automatically be de-enrolled from the ACP program with the National Verifier, and therefore they will NOT be able to transfer their ACP benefit to another provider.  In other words, if we disconnect their ACP benefit here through a cancellation request (VR), they will NOT be able to reconnect their ACP benefit anywhere else.  They will have to reapply for ACP if/when Congress approves more money to allow the program to continue beyond  May.

The ONLY way a customer can transfer their ACP benefit to another provider, is if their ACP benefit is still ACTIVE/APPROVED here.  The customer would have to go through the transfer process with the new service provider in order to transfer their ACP to them.

It is our responsibility to educate our customers about this ACP Enrollment Freeze if they contact us to cancel their ACP benefit due to a NON-DEVICE related issue.  (Requests to cancel due to a device related issue are to be immediately transferred to a Supervisor for the Retention Program as always.)

SCRIPT:

“Yes - I can cancel your service, however, before I proceed with your request, I would like to make sure that you are aware that the ACP program is set to expire in May, 2024 if the government does not refund the program.  As part of the process of winding down the program, the FCC’s first step was the ACP Enrollment Freeze effective February 8th.  During this freeze period, you are not able to enroll in ACP with ANY service provider. This means, if we cancel your ACP service, you will lose your ACP benefit temporarily and perhaps permanently if Congress does not approve funds to allow this program to continue. 

This also means that you will NOT be able to transfer your ACP benefit to another provider since you will be de-enrolled from ACP with the National Verifier. 

Having said all of this, would you like me to continue with the cancellation of your ACP Benefit today?”

If the customer says “No” they don’t want to cancel after hearing the above explanation  - then there is NO Voluntary Removal request to be submitted in Catalyst, and the account should be noted in detail including:

“Since the customer’s request for cancellation of the ACP benefit was not device related, I educated the customer about the FCC’s ACP Enrollment Freeze now in effect.  The customer chose to keep their ACP benefit with StandUp Wireless.”

• If customer says “Yes” they still want to continue with their cancellation request after hearing the above explanation – please proceed with completing the VR escalation in Catalyst. 

Please let the customer know you will proceed with their request, and in order to do so, you will need some additional information from them:

1. The  Voluntary Removal escalation form must be completed properly.

"May I ask (or confirm) why you want to cancel your account today – since you are not able to enroll in this program with another service provider during the ACP Enrollment Freeze?”

The customer’s response should be put into the” Reason for VR” field below.

Since the customer currently is unable to enroll with/or Transfer to another service provider, “Other Carrier” and “Why Are They Changing?” fields do not apply at this time.  N/A should be put in both of those fields until further notice.

 ACP Rate Plan Update for customers that live in the state of Maryland - Effective March 1st

Here is another upcoming ACP related change for our customers that live in Maryland (state abbreviation MD). 

Effective March 1st,  the state of Maryland will no longer be providing their own Broadband funding for special ACP rate plans.

StandUp Wireless wall transition these customers to the “BEST” free ACP rate plan available - on their  March reload date: 

• If the MD customer has a “free” Lifeline + ACP combo rate plan with 16GBs of high-speed data currently, they will be reduced to 10GBs of high-speed data from their March reload date forward.

• If the MD customer has a “free” ACP Only rate plan with 12GBs of high-speed data currently, they will be reduced to 5GBs of high-speed data from their March reload date forward.

Every Maryland customer that has an ACP related rate plan will receive a StandUp Wireless text OR email (if not able to send the text or it doesn’t get delivered for some reason ) on their February reload date.  This text or email will inform the customer of upcoming changes on their ACP related rate plan that will take place on their March reload date.  

When a customer is sent a text message – the comment on the account will look like this:

EXTREMELY IMPORTANT NOTE:  THE INFORMATION BELOW PERTAINS TO ACP ONLY.  LIFELINE IS NOT INCLUDED IN ANY OF THESE CHANGES OUTLINED BELOW.

As we all know, unless Congress approves money for the ACP program to continue, it will end at the end of May, 2024.  Accordingly, the FCC has some processes in place that ALL service providers must follow (not just StandUp Wireless) in the near future as the wind down of the ACP program begins.

One of the upcoming rules is that no new ACP enrollments will be allowed after February 7th.  Therefore, if a customer/consumer wants to apply or reapply for the ACP benefit with StandUp Wireless or ANY other service provider on February 8th and going forward, they will NOT be able to do so.  February 7th is the last day to enroll in ACP.

It is our responsibility to educate our customers about this upcoming new rule of no new ACP enrollments after February 7th - if they contact us to cancel their ACP benefit due to a NON-DEVICE related issue.  (Requests to cancel due to a device related issue are to be immediately transferred to a Supervisor for the Retention Program as always.)