General Tips for New Customers

[mrdeucie]

Originally posted by g_bruin
Technically, coldflip is correct. The day and date changes at midnight.

But wouldn't you refer to that point in time as Saturday morning midnight?

[Darla]

Great info ColdFlip... hope you don't mind that I edited the Nights and Weekends part.

[EPIC_TRUTH]

Thought I'd add a little to this thread:

#646# pretty much all data devices can't use this at all (Treo, Blackberries, Sidekick, and few older phones)

The unlimited nights and weekends are also based on the timezone that you are in at the time you make the call.

Free T-Mobile to T-Mobile when receiving calls maKe certain that the other person shows their caller id or it will come from your minutes.

If your voicemail keeps asking for a password then show your caller id when calling it.

The last and not least if you have problems with your device please call us on a different phone (this also means having your sim in the phone that is having the problem) using the number in my signature and at least get the zip code of where you are at when you call or better yet make certain you have the full address. Please if you ever call us and the rep doesn't ask where you are while troubleshooting about calling issues or data connectivity (your time may be wasted transferring to tech or wireless if this is a known issue) let them have it as the best reward for you to do is not mention it and keeping the call short (two criteriaes we're graded on are repoire and time).

[ColdFlip]

Originally posted by EPIC_TRUTH
Free T-Mobile to T-Mobile when receiving calls maKe certain that the other person shows their caller id or it will come from your minutes.

The last time I saw the policy manual (Streamline) it stated if the Caller ID is blocked, it WILL still rate as a T-Mobile to T-Mobile call. I will look it up again.

[EPIC_TRUTH]

Originally posted by ColdFlip
The last time I saw the policy manual (Streamline) it stated if the Caller ID is blocked, it WILL still rate as a T-Mobile to T-Mobile call. I will look it up again.

It actually states if you block your caller id and make calls out that it rates as a tmob2tmob calll for yourself. The sad part is that I've had to rerate a few people on family plans because of this (where one person blocked their id while calling the other party on the account). The sad fact is that all carriers state this on their website for an in network caller mobile to mobile feature.

Glad to see someone on the inside (besides some of us already here) wanting to help out our customers on their free time, welcome aboard. Btw, don't feel bad if you missed something in streamline, it changes so much and some of it lacks clarity (like if you have a sms feature and send a sms internationally does it come from the bucket or people charged $0.15/each before they decided not to roll it out) that posting things from it to this forum from memory you're most likely to make at least a mistake or two (I know I have had to use the edit feature).

[ColdFlip]

Epic,
I was going by this from Streamline -
SL>Services & Features>Features>T-Mobile to T-Mobile Bucket Unlimited>Links>T-Mobile to T-Mobile Policy>Faqs>What if a customer blocks their Caller ID and calls another customer?>

The answer is "The call will rate as a T-Mobile to T-Mobile call"

As you know the billing software doesn't always follow the policy. There is "policy" and there is "reality".

[EPIC_TRUTH]

Originally posted by ColdFlip
Epic,
I was going by this from Streamline -
SL>Services & Features>Features>T-Mobile to T-Mobile Bucket Unlimited>Links>T-Mobile to T-Mobile Policy>Faqs>What if a customer blocks their Caller ID and calls another customer?>

The answer is "The call will rate as a T-Mobile to T-Mobile call"

As you know the billing software doesn't always follow the policy. There is "policy" and there is "reality".

Actually I'd like to know who writes some of our policies and maybe most of of all who proof reads it. If you notice in most of the FAQ's the questions our customers ask are never listed there. The question that should of been in SL should of been "if one party blocks their caller id will it rate as a mob2mob call to the other party on a family plan?" Based on several accounts I've rerated the answer is no it doesn't for the one who received it (shows as min used number blocked).

Btw, that's why we're there, when policy, sampson, and streamline all meets reality.

[lightdog555]

its nice to see some reps who care about customer concerns another good reason why I left ATTWS.

[Jen Ever]

Originally posted by ColdFlip
Epic,
I was going by this from Streamline -
SL>Services & Features>Features>T-Mobile to T-Mobile Bucket Unlimited>Links>T-Mobile to T-Mobile Policy>Faqs>What if a customer blocks their Caller ID and calls another customer?>

Streamline paths. *shudder* I just had a flashback to the Streamline packet from New Hire training... I keep it at my cubie right next to my Credits + Adjustments quiz, just in case I need a reminder of how much worse life could be.

[seniorstew]

Streamline's awsome... if only more reps would log on and learn something about phones/rate plans/promos my life would be a LOT easier... Example... my co workers didnt know that Equipment Protection was ending for existing customers yesterday..

[EPIC_TRUTH]

streamline has some good and bad things about it, but what bugs me the most about it is that when they change some things they only post it for a day then it disappears (which sucks when it's happens on our day off, thank goodness they are archiving it). Let's not even talk about how it's laid out and organized...

[jtrindle]

Originally posted by EPIC_TRUTH
[B]Thought I'd add a little to this thread:

#646# pretty much all data devices can't use this at all (Treo, Blackberries, Sidekick, and few older phones)

I just tested this on my Treo 180g, and it worked fine. #646# for my contract SIM, and #999# for my EasySpeak SIM, work fine. #646# on the EasySpeak SIM pops up the message telling me to use #999#.

[Jen Ever]

Originally posted by EPIC_TRUTH
streamline has some good and bad things about it, but what bugs me the most about it is that when they change some things they only post it for a day then it disappears (which sucks when it's happens on our day off, thank goodness they are archiving it). Let's not even talk about how it's laid out and organized...

I always use the News Search after I've come off a day off - Put in the last date I worked, and today's date.. You come up with all sorts of things. Many times, they're updates to policy that nobody ever really noticed.

As far as the organization.. I don't know where anything is in SL since they redesigned it to be less hideous. I have everything I need on a links bar at the top of IE, and all the phones and rate plans are bookmarked.

[EPIC_TRUTH]

Originally posted by jtrindle
I just tested this on my Treo 180g, and it worked fine. #646# for my contract SIM, and #999# for my EasySpeak SIM, work fine. #646# on the EasySpeak SIM pops up the message telling me to use #999#.

Have you did the software upgrade before you tried this? This was a known issue on the devices I mentioned.

[jtrindle]

Which software upgrade?

I just purchased the treo recently, but it is an old unit. PalmOS 3.52H, I think. I *have* installed the GPRS 1.1.2, which is a bit different than what T-Mobile gives out.

If there's a software upgrade to kill those "Fatal Exception" errors I keep getting (mostly from network software) I'd love to hear it.