Balance_Refreshers

vishal shamnani Updated by vishal shamnani Permissioned article This article is internal and cannot be seen by public viewers.

Plans: Refreshers

Please use Canned Response for Emails: Unlimited Plan Refresh Explanation
For chats, break it down and explain. Remember, there's no refresh on the Super LTE network!!
Never use the words "Throttle" and "Cap". This can lead to customers arguing that the plan is meant to be "unlimited"
Refreshers are only for Unlimited Plans (Unlimited all AND Unlimited Bundles)
This information is ONLY for Internal USE. Customers see Unlimited written on their Dashboards and not the numbers stated below.
INTERNAL USE ONLY: On the Admin Portal, you can also see the Unlimited written for their allotted plan usage but there are some limits due to technical limitations.
Explanation ONLY for internal communication -> DO NOT share with customers: Our provisioning platforms offered by our carrier partners (Verizon and T-Mobile) require that we fill talk, text, and data “buckets” in order for the customer to call, text, or use data. That obviously makes sense when you sell a customer 500 minutes. But it gets complicated with unlimited plans. When we sell customers unlimited plans we still technically need to give them some [large] amount of talk/text/data. Most customers will not use all that we give them, but some do. When they do use it all, we will keep giving them more (called a refresh) as long as they need it (so long as they are not abusing our terms and conditions)

1. Texts

Starting amount on current Unlimited plans
  • 6,000 for GSM LTE
  • 6,000 for Super LTE
Text Refresh Size
  • 6,000 for GSM LTE
  • 6,000 for Super LTE
You can go ahead and refresh the line. In some cases, you might not have to give details to the customer as you perform the refresh, but if you do have to explain: There is a safeguard in place to prevent network abuse or spam which has been triggered. I have reviewed and restored the line for you. Please make sure you review our terms and conditions (usmobile.com/terms) to avoid this happening again or potentially having your account suspended.

2. Data

INTERNAL INFORMATION: Please DO NOT share with Customers

Starting amount on current Unlimited ALL plans

110GB for GSM (Internal USE ONLY)

100GB for Super LTE (Internal USE ONLY)

+ (After purchased as an ADD-ON) Unlimited ALL plan: 20GB of hotspot data for $10

Data Refresh Size

5GB for GSM (per refresh) (Internal USE ONLY)

You should hotline and restore for Super LTE - it will add 100gb once more. (Internal USE ONLY)

You can go ahead and do a hotline and restore on the Super LTE line. In some cases, you might not have to give any detail to the customer as you perform the refresh, but if you do have to explain: Just let them know that We're looking into why this happened but it should be fixed for you now.

3. Minutes

Minutes Per Line

Unlimited voice minutes given to a Super LTE "unlimited min" plan may change from time to time. Generally 3,000 to 6,000 minutes.

Once the line has reached 6,000 minutes on the Unlimited plan

We have created a Super LTE Network Abuse List of phone numbers that have been flagged for abuse in this report:

https://datastudio.google.com/s/p0z5PWCapBI

When a customer consumes 5,000 minutes of their unlimited plan and comes to you for a refresh, you are required to check if the MDN is on this abuse list.

If you do not find the number on the abuse list, you can go ahead and refresh the line.

In some cases, you might not have to give any detail to the customer as you perform the refresh, but if you do have to explain: There is a safeguard in place to prevent network abuse or spam which has been triggered. I have reviewed and restored the line for you. Please make sure you review our terms and conditions (usmobile.com/terms) to avoid this happening again or potentially having your account suspended.

If you do find the number on the abuse listyou should NOT refresh the line and use the response below:

There is a safeguard in place to prevent network abuse or spam which has been triggered on your account. I have reviewed your line and it has been flagged for network abuse. Unfortunately, I do not have more details than that. You can review our terms and conditions (usmobile.com/terms) for reasons why this can happen. If you have any further questions, you can email help@usmobile.com where it can be reviewed by the technical team. 

Read all comments on Subscriber Page and SIM Page

Lastly, we will pre-emptively identify and apply comments to lines that are in breach of our Terms and Conditions. As always, please look at the SIM comments to determine if a line has already been flagged and ensure that the appropriate action is being taken.

Be prepared to expand on the above: Unfortunately, there is nothing else I can do at the moment. In the mean time, you can email help@usmobile.com so that your line can be reviewed. Alternatively, starting your next plan cycle will also reset your plan services or you could purchase a Top Up.
In case the customer wants to to port out: I'm sorry to hear that and I understand that this may not work for you. If you would like your account information so that you can port out to another service provider, I'd be happy to provide that to you.

How did we do?

Add-Ons_eSIMs: Users not on Unlimited All

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