Balance_Refresh Line

Shehryar Ejaz Updated by Shehryar Ejaz Permissioned article This article is internal and cannot be seen by public viewers.

Balance: Refresh Line

Customers can come on chat requesting a refresh/reset for their talk, text, or data plans. However, customers (not on the grandfathered plan) won't come for data refreshes anymore, as that has been automated on both GSM LTE and Super LTE.

If the customer is on a grandfathered plan, please help them move to new unlimited all plans

How to refresh data? (If needed)

For Unlimited All on Super LTE:

There is a soft cap of 75GB highspeed data and once its consumed, the speeds will slow down to 1MBps.

Please refer to this guide for customer language around these cases.
For Unlimited All on GSM:

50GB of Highspeed data and then they get 1MBPS onwards. You'll need to refresh their line at 110GB because of a technical limitation and the refresh amount is 5GB and not 1GB so yeah - unlimited refreshes for them. So please do a refresh if it's needed.

Please do not tell the customer about the technical limitation. The terms have that we include 50gb of highspeed data and then the unlimited data continues at 1MBPs

How to refresh talk?

  1. Open the customer's SIM page on AP.
  2. Look for the 'Purchase Button' highlighted in blue.
  3. Select 'Talk Refresh' from the drop-down menu and hit 'Submit'.
  4. Add a comment, explaining the refresh.

How to refresh text?

  1. Open the customer's SIM page on AP.
  2. Look for the 'Purchase Button' highlighted in blue.
  3. Select 'Text Refresh' from the drop-down menu and hit 'Submit'.
  4. Add a comment, explaining the refresh.

You do not have to refresh until the customer has used up all the available talk & text.
NOTE: Customers who are NOT ON THE UNLIMITED (ALL or Bundles) PLAN CANNOT get talk, text or data refreshed because their plans have limited amounts of resources in a plan. They can either add a top-up or start a new billing cycle.
Upselling Tip: You can also recommend a higher base plan for their next billing cycle so they don't run out.

How did we do?

Add-Ons_eSIM: Requests

Balance_Top-up and Base Plan: Requests

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