Unhotline:Adv cx we do not support extension of serviceAdv cx to downgrade the plan cx agreed/ cx declinedAdv cx to change billing cycleAdv cx can give one time courtesy for up to 48hours and to pay by the bill within the time frameCx understoodCreated a CASE Id: Adv cxcustomer service is on Adv of up to 2 hours provisioning timeAdv cx amount due :$Adv cx MRC: $Adv cx sms changeAdv cx call back 1 888 863 8768Adv cx to test the serviceCx said its working************************************************ESN Change:If LOST:Adv cx offer the high security Cx agreedAdv cx the mobile insuranceCx agreedAdc cx in case the phone disconnected provide ASURION number 1 866-862-3397Adv cx transfer to ASURIONOld IMEI Old sim #-New IMEI New sim #-Educ cx where to find IMEIOffer PHP Cx agreedCx declined old phone/ not previously insuredadv cx changed the deviceadv cx plan - $adv cx features- Adv cx MRC- $Adv cx amount due - $Adv cx 2 hours provisioning timeAdv cx test a call Adv cx dial your phone number that routed to vm Adv cx last 4 digit MDN pass for vmAdv cx sms changeAdv cx call back 1 888 863 8768****************************************Network Device Refresh:Adv cx 2 hours provisioning timeAdv cx vm pass resetAdv cx vm msg will be deletedAdv cx vm pass the last 4 digit of MDNAdv cx can personalize the pass following the voice promptCx okay and understoodAdv cx call back 1 888 863 8768Adv cx sms*****************************************Make a Payment:Blind PaymentAdv cx $3 pcf or (metropcs.com or myaccount for free)Cx agreedAdv cx if acc suspended the payment is less the acc will still be suspendedAdv cx excess payment will be applied to the next month billAdv cx email confirmationAdv cx total payment - $Adv cx MRC - $Provide confirmation codeAdv cx to keep it for future referenceAdv cx sms for changeAdv cx posting time 15mins 2 hours******************************************RAD/BCR:Adv cx $5 + applicable taxes and feesAdv cx old due date: Adv cx new billing due date:Processed payment for a total of: $Adv cx MRC: $Adv cx sms:Adv cx call back 1 888 863 8768Adv cx $3 pcfCx agreed / cx declined*****************************************MDN Change:Offer the metro block it ($1)Adv cx upfront payment of $12 + applicable taxes and feesAdv cx we can still change mdn and do cash payment at store Adv cx if no payment made within the day, services will be suspendedCx requested area code:From:To:Cx requested prefix:From:To:Cx calling from phoneAdv cx call might be disc Adv cx dial #686# to get the new MDN Adv cx vm pass will be resetAdv cx 4 last digit MDN default pass for vmAdv cx sms changeOld MND:New MDN:Adv cx amount due: $Adv cx MRC: $Call disc*****************************CANCELLATIONWho:Why: Cancel Account - (reason)What: MDN: Verified over 90 daysadv cx call back number 1 888 863 8768 Transferred to CATWho:Why: Cancel Account - (reason)What: MDN:Verified under 90 daysAdv loss of MDN and first month's bill due immed on reactivatoinAdv loss of expired rate plan not able to get plan back * if cx has expired plan*Adv account has been cancelledWho:Why: Cancel a line What: MDN:Verified line being cancelled MDN: Adv loss of mdn and first month's bill due immed on react.Adv loss of family plan discount Adv loss of expired rate plan not able to get plan back Adv line has been cancelled Old plan:New plan: Adv SMS changeAdv new MRC $ and next bill ***************************MOVE SUBSCRIBERWho:Why: move subscriber MDN: What: Adv first month's bill due immed and $3.00 payment feeAdv loss of family plan discountAdv MDN moved From account # to account #Adv new MRC : $Adv cx amount due: $ New account informationAdv network device refresh Adv cx vm pass might be resetAdv cx vm msg might be deletedAdv cx might take up to 2hrs for the phone to be working Adv cx can try to make a test call Adv cx dial your phone number that routed to vm Adv cx last 4 digit MDN pass for vmAdv cx sms changeAdv cx call back 1 888 863 8768Adv due immed Adv new MRC$***************************NEW ACTIVATION/REACTAdv cx the upfront payment of the plan billAdv $3.00 feeadv cx Ts and CsIMEI #Plan: edu cx on features and data on plan.Offered Php educated customer can have it within 24hours of activating the phone and can no longer have it after or Cx phone didnt have insurance under this name previously so isnt eligible for insuranceAdv VM password last 4 of MDN Offered autopay cx declinedAdv due immed $Adv next bill Cx paid $ conf# Adv payment txtOffered conf# (declined/provided)Adv welcome txt (new account)Adv of 2 hr provisioning on GSMGave the new MDN: adv cx call back 1 888 863 8768***************************ADD A LINEWho:Why: Add a Line What: MDN:Adv cx that the first month bill is due on completion of activationAdv $3.00 pcfAdv cx will have the basic FAM plan for $5 discount each line IMEI: Plan: Educated cx of plan to use Offered Php educated customer can have it within 24hours of activating the phone and can no longer have it after Cx phone didnt have insurance under this name previously so isnt eligible for insuranceadv cx change plan to family plan Adv due immed $Adv next bill Adv new mrc $Adv cx total payment is for $ Adv SMS changeAdv of 2 hr provisioning on GSM**********************************Change pin to High SecAdv cx cant access the account through pinAdv cx cant access the my account through pinAdv cx we cant send text msg to the phone*****************************SUSPEND A LINEWho: Why: Suspend a line - (reason)What: MDN:Adv cx still responsible for bill under suspensionCx understoodAdv next bill $Adv cx MRC: $Adv can call anytime to reactivate the lineAdv cx call back 1 888 863 8768SMS change (if multiple line)LOST /STOLEN:Who: Why: Suspend a line due to lost/stolen phoneWhat: MDN:Adv cx still responsible for bill under suspensionCx understoodAdv cx can call anytime to reactivate the lineAdv cx call back 1 888 863 8768Adv next bill $Adv cx MRC: $Offered to change PIN to high-sec (cx accepted/declined)SMS change (if multiple line)Checked account if has PhpOffered deductible for $ - cx agreed/declinedGave the Asurion number: 866-862-3397Transferred to Asurion**********************************CASE PROCESSWho: Why: Made payment but phone is still offWhat: MDN: accnt is sus due to nonpayment of $cx made payment through (IVR/STORE/CSR) for a total of $ last (date of payment)asked for the confirmation codecx gave it as: CREATED A CASE adv cx it'll take up to 5 business days to confirm a payment during this time the services will be restoredprovided the case id # : adv cx that services is restored*********************TroubleshootingAdv cx coverage area Adv cx data usage -Adv cx mobile data must be onAdv cx airplane mode must be offAdv cx wifi must be off Adv cx network device refreshAdv cx 2 hours provisioning timeAdv cx vm pass resetAdv cx vm msg will be deletedAdv cx vm pass the last 4 digit of MDNAdv cx can personalize the pass following the voice promptCx okay and understoodAdv cx call back 1 888 863 8768Adv cx smshttp://www.phonescoop.com/http://www.cnet.com/topics/phones/how-to/http://www.samsung.com/us/support/http://www.geek.com/category/mobile/