Migration
Question...a customer recently migrated to Cingular...I want to say 2 weeks ago and ever since then they cannot recieve any incoming calls we at Cingular call ATT care..to find out by any chance if the line is still active in their billing system...(wow) it is....we at Cingular tell you that the line is migrated and has been migrated for the past 2 weeks why are you not canceling the line for the customer...is there some type of policy or restrictions we are a team...can we work together and not be sent to a department that doesn't have anything to do with Migrations at all.......please give me some insight...
Now I have had some reps assist me in this as far as canceling it for me but..others tell me they can not do that...it just take...
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Now I have had some reps assist me in this as far as canceling it for me but..others tell me they can not do that...it just take...
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Because Blue custoer care does not do that,the CSE team(Common Service Expierience does that, they are to activate the cingular when they cancel her attws account.
don't blame care we don't do that cse does
don't blame care we don't do that cse does
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sorry I mean the blue tiger team which i take it that's what you guys call CSE...and by the way also customer should be able to do this as well (cancel a line)...i'm not saying to activate or migrate the customer on Cingular...it's cancelling the line period once the line is migrated to Cingular...why be billed on two different systems
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the problem is the system hasn't fully migrated (ported) the number over. If we cancel the phone on blue then the phone will never be able to recieve calls. Your right he should not be double billed and we will credit that back if he calls to care. CSE team is care for people who have migrated. See my previous post
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in response to this, yes the number will be able to receive calls, just have the customer power cycle and it should go through within 20 minutes
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We have no wayto confirm they migrate or not ,CSe has access to both accounts, only they should do it!
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Are you completely clueless or do you just like to make up your own policies? I am a former blue rep who is now a cse rep and I can say that I have ABSOLUTELY NO ACCESS to attws systems. When we get migration issues, all we can do is contact other departments. Maybe you will realize this if they decide to cse train you in the next two years. Try check your information before you spew you nonsense.
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I have to ask. Why didn't they give you guys access to the blue systems? I mean even if you didn't use them alot they would still be handy to have for some issue you could come across and it would be alot easier than calling to other depts.
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I'm sorry. The very thought of giving more people access to the blue systems is just so freaking hilarious!
Blue is notorious for not even giving their own employees access to the systems that THEY need in order to do their jobs. How in heck could they possibly be expected to issue logins to an whole nother company full of people?!
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I'm sorry. The very thought of giving more people access to the blue systems is just so freaking hilarious!
Blue is notorious for not even giving their own employees access to the systems that THEY need in order to do their jobs. How in heck could they possibly be expected to issue logins to an whole nother company full of people?!
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blue tiger teams don't cancel accounts, we just submit the migration requests, and orange tiger teams take it from there (and mess up the customer's account, leaving them to call cingular and be xferd by the ivr to attws call centers who can do nothing for the new cingular customers, since we don't have access to anything more than CSP)
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It sounds like the port go stuck. Yes i know its the same company but they computers still think they are different and yes it is a port. Call activations at 1-866-895-1099 Hit 0 to speak to a rep. They should be able to get it fixed up.
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that number 866-895-1099 is our contract acceptance line..and by pressing 0 isn't that directed back to customer care.....which customer care in Cingular has no way of cancelling the lines...on the ATT side..and also....I have had this done about let's see 8 times already and customer has been able to recieve calls..right after the line was cancelled on the ATT side...now the issue about who takes the call....shouldn't it be anyone that has access to the ATT acct...
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Not care, until we get access to cingulars customer program care has no way to confirm the actual migration.So we don't cancel it.
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you have access to the customer's ATT acct.....and that is the acct that needs to be canceled what if the customer calls in (since you can not believe a Cingular rep...that states customer has been migrated for 2 days to 2 weeks) and states she wants her ATT acct canceled ASAP...b/c she recieved yet another bill...what do you credit the acct but yet since you can't see..that she has migrated to cingular do you keep the acct open????
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We have no access to the "CINGULAR" ACCOUNT,at ATTWS if we can't confirm you migrated we aren't at care gonna cancel your service and waive the ETF without confirmation or proof.
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you guys have done it trust me and we don't want you to cancel service...and waive etf for no reason or w/out knowing...call PAC...or call Customer care if you dont' believe the rep...there's your proof if you can't believe a co-worker that calls in to you
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We waive your ETF when you go to cingular plan, and thats if you stay with cingluar plans for more then 30 days.Well hell, why don't you call in say"s supervisor named joe blow,told i could cancel with no ETF as long as i promise the next time i activate service it'll be for you"
I'd politely tell you to blow it out your ass!!
As for waving it, it gets dome through PAC as they can confirm the new account.Cingular can't cxl it, and ATTWs won't you go through CSE or shuddup about it.
I'd politely tell you to blow it out your ass!!
As for waving it, it gets dome through PAC as they can confirm the new account.Cingular can't cxl it, and ATTWs won't you go through CSE or shuddup about it.
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ATT reps have done it...I'm a Cingular rep...have been for 2+ years..and I have had the cancel the line and there was no etf...b/c of the situation it wasn't applied...
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thats the difference if you had access to the accounts you could see whether the customer was full of crap or being honest about the migration.
Any customer who says " I migrated please cacnel, and there's no etf right?" I would require proof or tranfer them to CSE to allow them to do their job.unless there is proof, i don't waive nobody's ETF, i don't who you are,
George W included!!!
Any customer who says " I migrated please cacnel, and there's no etf right?" I would require proof or tranfer them to CSE to allow them to do their job.unless there is proof, i don't waive nobody's ETF, i don't who you are,
George W included!!!
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Your missing her point. She is a CIngular employee and if she can verify the account and gives you her cuid, then you should assist her. You are not the wireless police and have no right to go off and make policy decisions on your own. You must assist the rep and if you have it up you @ss that they are trying to "pull one" on you, ask to speak to their manager and they should let you and vice/versa. Bottom line is they are internal employees, not outsourced temps and they know what they are talking about.
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confirmation should be a Cingular rep (co-worker) telling you that the acct is active on our system
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How we gonna prove their a cingular rep, you can say I'm George W. cancel her service and waive the ETf, if its not done by the right deapartment, i'm not putting my ass on the line for a customer, $CREW THAT!!!!
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Then why didn't you just say that in the first place, instead of insinuating your co-workers are untrustworthy? 🙄
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JessiCSR said:
Then why didn't you just say that in the first place, instead of insinuating your co-workers are untrustworthy? 🙄
I DIDN"T INSINUATE MY CO-WORKERS ARE UNTRUSTWORTHY< I WAS SAYING THE CUSTOMERS AREN"T TRUSTWORTHY!!!!
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Then why did you say a coworker calling in and providing you with an id you have the ability to check and verify is not proof enough.
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Its VERY LOGICAL!!?!?!?call and confirm. . . just call Customer Service?!?!? I's sure you have the number, or if you forget you can even dial 1-866-CINGULAR You can Even Dial 611 from your NEW CINGULAR Employee rate plan!! its a free call!
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If the custoer did it properly, thiswould not be an issue, i am not going to reward a customer for not doing it the proper way.Why should i have to call and confirm, the get papers from cingular on who to call, what steps to follow.
If they are too LAZY to read or follow them, Then TS.
If they are too LAZY to read or follow them, Then TS.
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Laid off, Yeah right, NOT!!!i want them off of ATTWS onto cingular, i work my ass forcing them to take it, like my phone broke, well discount with migration."i have 4 lines and 1 phone is missing, i need a new one, well sorry since the phones are all cingular you'd need to migrate all over tocingular to keep the type of plan"
I useevery trick in the book,and been complimented by Managers and Exec for doing it.
If i thought i could get away i would migrate every call i took over the phone, and believe me, if it wasn't for the payment ofthe phone by credit card i would.
I useevery trick in the book,and been complimented by Managers and Exec for doing it.
If i thought i could get away i would migrate every call i took over the phone, and believe me, if it wasn't for the payment ofthe phone by credit card i would.
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Does everyone who is or has been an internal ATTWS rep realize that when Debit talks about being complimented by execs, that he is screaming " I am an outsource worker who will be handeling attws customers until they all migrate and close my chilly Canadian center"? I believe he is very insecure about his job. I spent a lot of time in the HVC/Loyalty queue and have extended more than my fair share of contracts and an "EXEC" ha snever ccomplimented me. Why dont people realize this loser is full of $h!t?
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Well the center is quite worm and cozy right now really , not that chilly.... umm yeah thats all 🙂
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Jack, no one at my center has the 40 minutes or so on hold to be xferd to some other center, for the rep there to xfer the call back to aws just to do cingular's job for them.
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How about thinking outside the box and using the POET tool. That will tell you if the number is with cingular.
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blue customer care can not cancel the account.If a customer migrates to cingular then theoretically the cingular side needs to cancel the account.If it were a port then I am guessing that either the systems release the number and that completes the port and the account is canceled, or if it is a migration then as aws care does when completing a tdma to gsm migration, the customer calls their new carrier's activation number and the rep answering the call on that side goes in and cancels the old account. since blue tiger reps do not have access to cingular systems, we do not cancel migrated accounts. It isn't our job.
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AGENT you are WRONG, if Cingular calls and says that the number is on cingular you check POET to see if it is, if it is showing that it is not you need to call PAC, Cingulars PAG, have them push it thru in the systems then you the former AWS care rep cancel the former AWS acct
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Unfortunatly there is so much missinformation running around about what to do and who to call when something goes wrong. Our training with the merger consisted of how to use the migration tool. We weren't even trained on CSP or anything. We have to learn it all OJT. Blue care is basicly running blind due to the merger because noone as been kind enough to tell us anything. Everytime i have a problem with migration i call that number and press zero and they seem to fix it. I haven't seen the account but i think that if we cancel it off in blue then incomming calls will say this is a canceled number instead.
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sometimes it does, but if it doesnt, the customer will have mixed service, one line makes calls the other will receive, if the port doesnt go through in a certain amount of time it will time out and nothing else will happen, then the awe line needs to be canceled manually.. .when the AWE line is canceled then the port (migration) puches through, have the customer to power cycle both phones, then cancel the AWE line manually, then the port will push through, within 20 minutes the customer will receive calls and make calls on the cingular phone, when the awe line is first canceled if place a test call it will say that the line is disconnected, this will happen until the port completes .. . and NPAC is very slow
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everything is working on a computer system everything isn't going to go as thought..just like lets say I get a call from PAC telling me customer is not getting incoming calls after they ported the number over to T-mobile...I check the acct..and it's still active although in the acct notes it states port complete..don't you think we should cancel the line b/c it's no longer with us...?...and it's been an ongoing issue for days??....thing is if the customer is able to make calls on the Cingular phone and the ATT phone isn't working...but still can't recieve any calls b/c all calls are going straight to their old ATT voicemail....we have to cancel the acct customer no longer wants or isn't suppose to have......why keep it open
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I personally have not run into this problem... I just call the blue side verify the account and provide my CUID and they always do it for me... Don't know why they're giving you such a hard time with it...
If I ran into a rep that would refuse to do it for me I would just escalate... You should try that... if they absolutely refuse to assist you just ask to speak to their manager and explain the situation... Like I said before though... The blue side has been very helpful w/ me and our team... We have more trouble w/ the Orange side than anything.
If I ran into a rep that would refuse to do it for me I would just escalate... You should try that... if they absolutely refuse to assist you just ask to speak to their manager and explain the situation... Like I said before though... The blue side has been very helpful w/ me and our team... We have more trouble w/ the Orange side than anything.
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Here is the blurb straight from P&P:
The account or service(s) was not cancelled correctly (TDMA/GSM)
Apologize to the customer for the inconvenience
Cancel the service/account using "Port Out Preferred" reason code.
If you are not sure if the customer migrated to CW check the Porting and Offer Eligibility Tool (POET) and verify that the phone number(s) is now under CW.
If necessary, apply appropriate prorated credits and adjustments to the account
Make sure the ETF is waived
Offer to take the final payment
So YES, Blue Customer Care DOES help them.
The account or service(s) was not cancelled correctly (TDMA/GSM)
Apologize to the customer for the inconvenience
Cancel the service/account using "Port Out Preferred" reason code.
If you are not sure if the customer migrated to CW check the Porting and Offer Eligibility Tool (POET) and verify that the phone number(s) is now under CW.
If necessary, apply appropriate prorated credits and adjustments to the account
Make sure the ETF is waived
Offer to take the final payment
So YES, Blue Customer Care DOES help them.
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