HELP AN AT&T REP
I have a customer that came in and there phone was turned off because off "off network usage" what in the world does that mean if we have no roaming.
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what rate plan are they on? the reason i ask is cause some cust still have that old Suncom plan and that could be a reason.
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No as far as I can tell it is up to date. The account is from 2005. Customer service said they were using it off network... but I just don't get that.
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do you work for at&t? how long have you worked in wireless? if you have access to csp, you should research it or give the customer the number noted in their account to call about it. and if you sell at&t you should have brochures in your store, if you have brochures you should have looked at them, if you looked at them you would have seen the section titled 'Off-net Usage'.
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usually that means that a high percentage of there time has been on non at&t towers. Cingular used to drop you if you had like seventy percent of your calls places "out of the network". I have had customers complaining about this that moved to WV and KY and had there service terminated. I do not know about now a days but they would not let you upgrade early if you where roaming all the time. It costs them too much I guess.
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That is correct. If the customer spends a big percentage of his time off of the ATT network for several months in a row, he will usually receive a letter explaining the situation and will turn off their service. Because of this, the company will usually waive the ETF and allow the customer to move to a local carrier. As it was explained to me, even though ATT does not charge the customer roaming when they are off network, the carrier whose service they are using is still charging ATT a larger amount for the service. Again, this is only of something like 65-70% of their usage is off network and in the case of a Family Talk line, it must be that percentage of all calls in the group.
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im just a little curious....are you a new employee? or is it that your agency doesnt train their employees properly? Cuz seriously I think we had a training session on this like 2 years ago stating that they were going to start enforcing this. if over 50% of your usage is off network for three months in a row, you will recieve a letter stating you need to stop or relocate or they will terminate you. I have yet to see any so....i dunno. I sometimes just wonder about other dealers training, we have courses and classes like all the time. crazy.....
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Off network means they're not using at&ts network for most of their calls. They either live somewhere that they shouldn't have been offered service in the first place, moved out of area, or just plain use there phone off network more frequently. Because of this, they're costing at&t more than they're being charged and now they're being shut off.
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Rate plan terms require off-network to be the lesser of 750 minutes or 40% of the Anytime Minutes included in the rate plan.
Go to CSP and look up "Excessive Off-Network Rules" for info on the subject. Also "Excessive Off-Network (EON/DEON) - Appeals and Escalations" for info on how to appeal the cancellation.
Go to CSP and look up "Excessive Off-Network Rules" for info on the subject. Also "Excessive Off-Network (EON/DEON) - Appeals and Escalations" for info on how to appeal the cancellation.
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I just didn't understand how at&t can say they don't roam... but obviously they do they just don't call it roaming. I understand now what it means.
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Not sure if you work for COR or an agent, but there is a feature you can add to customers phones that lets them know when their roaming on another competitor's network. The feature is called EON-Off network Alpha Tag on POSII.
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Its either under Voice or MISC under features. Add it to your personal phone if your allowed, its pretty handy to know where att's towers are located.
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