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Renewal
Matrix
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No
change in services
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Change
price plan
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Add
Service Offer |
Add
feature
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New Subsidized Equipment (Equip Eligibility Date field must display an "Eligible" status and always requires renewal) |
Select Contract Renewal and select with ESN Change | Select Contract Renewal and select with ESN Change and with Price Plan Change | Select Contract Renewal and select with ESN Change |
First: Select Other Updates and Feature Change Then: Select Contract Renewal and select with ESN Change |
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Adding new non subsidized equipment: |
Select Other Updates and ESN Change |
First: Select Contract Renewal and select with Price Plan Change Then: Select Other Updates and ESN Change |
First: Select Contract Renewal Then: Select Other Updates and ESN Change |
A renewal is not required. Select Other Updates and select ESN Change and Feature Change |
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- Purchasing Full Price Equipment |
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- Signal Replacement Equipment |
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- Loaner Phone is issued |
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| No change in equipment | Select Contract Renewal | Select Contract Renewal and select with Price Plan Change | Select Contract Renewal |
A renewal is not required. Select Other Updates and Feature Change |
Frequently Asked Questions for service offers and equipment:
Can a Customer add the current promotion to their account?
Customers can take advantage of the current promotion if they sign a new two year extension. The Customer may be required to update their price plan to a plan that is compatible with the promotion.
The Customer wants to get the new promotion and extend their contract but when I get to the Change Request Selection screen and check the Contract Renewal box the with Price Plan Change box is selected and won't let me deselect it. Why is this checked?
The Customer is currently on a price plan that is no longer offered. The Customer is required to update their price plan in conjunction with adding the current promotion.
The Customer believes that they should be eligible for a subsidy on equipment. How can I verify when they received their last subsidy?
Contact the PRC and ask them to verify the Equipment Timer History information and Memos to determine when the Customer last received an equipment subsidy. Customer's are eligible for an equipment subsidy after they have fulfilled 10 months of a 12 month contract or 18 months of a 24 month contract since their last equipment subsidy.
Is the Commitment period expiration date and the Equipment Eligibility Date the same?
No. The Customer can be under contract and be eligible for a new equipment subsidy. Customers can sign a new two year service agreement at any time to take advantage of a new service offer no matter if they have completed their last commitment period, however, Customers are only eligible for an equipment subsidy after completing 10 months of a 12 month contract or 18 months of a 24 month contract since their last equipment subsidy.
No change in services Change price plan Add promotional service
(always requires renewal)
Add feature Previously returned phone is being sold to Customer as "New" subsidized phone Select Contract Renewal and select with ESN Change
Contact Customer Service to reset timer if Eligibility date does not update automatically.
Select Contract Renewal and select with ESN Change and with Price Plan Change
Contact Customer Service to reset timer if Eligibility date does not update automatically.
Select Contract Renewal and select with ESN Change
Contact Customer Service to reset timer if Eligibility date does not update automatically.
First: Select Other Updates and Feature Change
Then: Select Contract Renewal and select with ESN Change
Contact Customer Service to reset timer if Eligibility date does not update automatically.
Customer is returning phone (30 day guarantee) and reactivating previous phone Equipment must be returned into inventory and void the renewal. Contact PRC to void the renewal first.
Then: Select Other Updates and ESN Change
Customer is returning phone (30 day guarantee) and purchasing another phone Equipment must be returned into inventory and void the renewal. Contact PRC to void the renewal first.
Then: Select Contract Renewal and select with ESN Change