xfinity mobile (lob)
What is the cost of Mexico and Canada Call pass?
$10/month/line
What is the cost of HD pass?
$20/month/line
What is the cost for the 3GB BTG plan on 2nd gen?
$30/month
What is the cost for the 10GB BTG plan on 2nd gen?
$60/month
What is the cost of the reactivation fee for XM customers who suspended a line?
0
What is the restocking fee charge applied for any returned accessories?
0
Customer can have up to how many Device Payment Plans per line?
1
After a customer reaches 20 GB of data usage, their speeds will be reduced to this
1.5Mbps/750Kbps
The XM app will allow you to see up to ____ _______ of billing history
12 months
Maximum number of days in which an Xfinity Mobile Customer has to return their device for a full refund minus a $35 restocking fee
14 days
If a customer receives a new device through the advanced exchange process, how many days do they have to return their original device?
20 days
Xfinity recieves reporting on data usage from Verizon Wireless every ____ _______
20 minutes
When will customers experience reduced speeds per line on either plan?
20GB
Maximum number of days in which an Xfinity Mobile Customer has to return their accessories for a full refund
30
Amount of time which defines a repeat appointment where the customer may be eligible for an appreciation offer
30 days
Once Assurant receives a phone, how long will it take for a customer to receive the check
30 days
What is the maximum length of a military suspension for XM?
39 months
1st gen streaming quality without HD pass
480p
2nd gen resolution for unlimited
480p
Personal Hotspots speeds on 1st gen BTG
4G LTE
Personal Hotspots speeds on 2nd gen BTG
4G LTE
Personal hotspots speeds on 1st gen Unlimited
600Kbps
Personal hotspots speeds on 2nd gen Unlimited
600Kbps
How long after choosing a 2nd gen plan does a 1st gen customer have to switch back to 1st gen?
72 hours
2nd gen resolution for BTG
720p
If a customer never reactivates their phone after suspending a line, how long with it remain suspended?
90 days
Which generations and plans will receive reduced speeds after reach 20 GB data usage?
All
The BYOD program allows devices from these manufacturers
Apple and Samsung
For XM, we have partnered with this company to provide a device trade-in option for our customers
Assurant
What date is the cutoff for when we switched from 1st Gen to 2nd Gen?
August 1st, 2019
If a customer using our advanced exchange process does not return their original device within 20 days, what will occur?
Charged for full price of initial device.
For 2nd gen customers, this turns HD streaming to standard streaming and reduces speeds of hotspots to 600Kbps for any by the gig line
Data Saver
If a customer returns a device to us with the Find My Phone feature still enabled, what happens to the device?
Device will be recycled and not returned
If a customer is returning their XM device for a refund, what application must be disabled before being returned?
Find my (i)Phone
These conditions are considered to be like new or minor damage
Grade A,B
If a device is returned with an active Find My (i)Phone app on it, it will be processed as being in _____ _____ condition
Grade D
When a customer initiates a return for their XM device and returns a device in _____ ______ condition, the device will be returned to the customer, refund will be denied, and DPP will continue in monthly installments.
Grade D
This service allows customers to bump their streaming quality from 480 to 720(1080 for tablets)
HD Pass
In addition to iPhones and Galaxy devices, these devices can be brought over to XM
Note and Apple Watch
If a military customer exceeds the 39th month for a military suspension, what occurs?
Number disconnected
These 3 types of devices can be used with XM
Phones, Tablets, and Watches
_____ is an online picture-based tool for assisting customers in troubleshooting and setting up their mobile devices.
QELP
What are the four XM experience pillars?
Simplicity, Transparency, Peace of Mind, Human
Samsung devices bought from 3rd parties that end in _____ are not compatible with our BYOD program.
U1
What is the formula for calculating prorates for Mexico and Canada Call Pass?
We don't prorate these charges
We will accept all Mobile Carriers for trade-ins except
Xfinity Mobile
For BYOD customers who have a SIM card mailed, their billing will begin when ___ or ___
device activated or 7 days after shipping date
