Upgrade Eligibility

• Available to all active customers in good standing
• No minimum service period required for most upgrades
• Credit check may be required for significant plan increases
• Device upgrade eligibility may vary based on current contract status

Upgrade Process

1. Verify customer identity and account status
2. Review current plan and contract end date
3. Present available upgrade options and pricing
4. Explain any new contract commitments or terms
5. Process upgrade in system (effective immediately or next billing cycle)
6. Send confirmation email with new plan details
7. Update SIM card if required for new plan features

Important Notes for Upgrades

• Upgrades to higher tier plans are effective immediately
• Pro-rated charges apply for current billing cycle
• New contract may be required for certain promotional upgrades
• Unused data/minutes from previous plan do not transfer
• Customer receives confirmation SMS within 2 hours

Downgrade Eligibility

• Available only if current contract has expired or customer pays early termination fee
• Cannot downgrade mid-contract unless paying penalty
• Device installment plans must be settled before downgrading to incompatible plans
• Some promotional plans cannot be downgraded to lower tiers

Downgrade Process

1. Check contract status and early termination fee if applicable
2. Calculate and present any fees or penalties
3. Confirm customer understands features they will lose
4. Explain effective date (next billing cycle, not immediate)
5. Process downgrade request in system
6. Send confirmation email with effective date and new plan details
7. Schedule follow-up if customer has device installment to settle

Early Termination Fees

Switching Between Similar Plans

• Change from 12-month to 24-month contract: Immediate, may receive promotional discount
• Switch between data allowances at same price tier: Next billing cycle
• Change from prepaid to postpaid: Credit check required, effective within 24 hours
• Change from postpaid to prepaid: Must settle any outstanding balance first

Process

1. Verify requested change is within same tier or eligible for no-penalty switch
2. Check for any promotional pricing that may be lost
3. Confirm effective date with customer
4. Process change in system
5. Send confirmation with summary of changes

Contact Information Changes

• Email address: Can be updated by customer via self-service portal or by agent
• Phone number (alternate contact): Updated immediately in system
• Mailing address: Requires identity verification, effective immediately
• Billing address: May require credit check if different from service address

Required Verification

Acceptable Reasons

• Marriage or divorce (marriage certificate or divorce decree required)
• Legal name change (court order required)
• Correction of misspelling (ID verification required)

Process

1. Request legal documentation via secure upload or in-store visit
2. Verify documents are official and current (within 6 months)
3. Submit documentation to account management team
4. Processing time: 3-5 business days
5. Customer notified via email once complete
6. New bill reflects updated name from next billing cycle

Transfer Eligibility

• Account must be in good standing with no overdue payments
• Both current and new account holder must be present (or provide notarized authorization)
• New account holder must pass credit check
• Device installments must be settled or transferred to new owner

Transfer Process

1. Verify identity of both parties (government-issued ID required)
2. Check account status and settle any outstanding balance
3. Run credit check for new account holder
4. Complete transfer of liability form (signed by both parties)
5. Process transfer in system
6. New account holder receives welcome email and sets up new account PIN
7. Transfer effective within 24-48 hours

Transfer Fees

• Account transfer fee: $25 (waived for family transfers with proof of relationship)
• If device installment transferred: $15 processing fee
• New account holder assumes all existing contracts and commitments

Adding Services

• Additional mobile lines: Immediate activation (SIM card required)
• Broadband service: Installation required within 3-5 business days
• Home phone: Can be added to existing broadband, effective within 24 hours
• Add-ons and features: Immediate activation for most services

Removing Services

• Cancel add-ons: Effective next billing cycle
• Suspend service temporarily: $10/month suspension fee, max 3 months
• Cancel additional lines: Effective next billing cycle, ETF may apply
• Cancel entire account: See Account Cancellation section

Updating Payment Methods

• Credit/Debit card: Updated immediately via self-service or with agent assistance
• Bank account (direct debit): 3-5 business days to verify and activate
• Auto-pay setup: Immediate, discount applies from next billing cycle
• Change billing cycle date: Available once per 12 months, effective in 2 billing cycles

Auto-Pay Enrollment

1. Customer provides payment method details
2. Verify payment method (small authorization charge)
3. Enroll in auto-pay system
4. Customer receives confirmation email
5. $5/month discount applied from next billing cycle
6. Customer can manage auto-pay settings via self-service portal

Suspension Options

• Vacation/Travel suspension: $10/month, keeps number active
• Financial hardship: $5/month for up to 3 months (one-time courtesy)
• Lost/Stolen device: Free for 14 days, then $10/month
• Maximum suspension period: 3 months (then service auto-cancelled)

Suspension Process

1. Verify customer identity and reason for suspension
2. Explain suspension fees and limitations
3. Confirm maximum suspension period needed
4. Process suspension in system (effective within 2 hours)
5. Send confirmation with reactivation instructions
6. Schedule reminder for reactivation date

During Suspension

• Incoming calls go to voicemail
• No outgoing calls, SMS, or data
• Number remains reserved
• Contract period continues (suspension time counts toward contract)
• Emergency calls (911) still available

Reactivation After Suspension

1. Customer contacts to request reactivation
2. Verify identity and check for any outstanding balance
3. Settle any unpaid suspension fees
4. Process reactivation (effective within 2 hours)
5. Test service with customer on call
6. Send confirmation SMS once active

Reactivation Fees

• Standard reactivation: Free if requested before suspension period ends
• Late reactivation (after 3 months): $50 reactivation fee
• Service restored within 2-4 hours of payment