T-Mobile Downtime

Scheduled System Downtime Advisory - September 6 and 7

[Retail Partner Sales - T-Mobile Employees and Authorized Dealers Only]

In order to complete the final steps of transitioning SunCom customers over to T-Mobile, a system outage will take place starting Saturday, September 6. Be advised this outage, which impacts all markets, will extend into business hours on Sunday, September 7. Teams have worked to make the outage window as short as possible, but due to the amount of data required to migrate SunCom customers into T-Mobile's systems, the additional time needed will impact Sunday's normal business hours.

Please review the system downtimes listed below:

Samson Billing System: The Samson Billing System will be unavailable between 9 p.m. PT on Saturday, September 6 and 4 p.m. PT on Sunday, September 7.

WATSON: WATSON will be unavailable between 9 p.m. PT on Saturday, September 6 and 4 p.m. PT on Sunday, September 7. Dealers will have access to the ONYX phone system to run credit in order to prequalify customers.

AASP: AASP will be unavailable between 9 p.m. PT on Saturday, September 6 and 4 p.m. PT on Sunday, September 7. NOTE: Wal-Mart and Target will not be able to manually process activations. During this time they will not sell any T-Mobile Postpaid products.

ICAM / Handset Upgrade Tool: ICAM and the CIHU Handset Upgrade Tool will be unavailable between 9 p.m. PT on Saturday, September 6 and 4 p.m. PM PT on Sunday, September 7.

Prepaid Systems: All Prepaid Systems will be unavailable from 9 p.m. PT on Saturday, September 6 until 12 p.m. (noon) PT on Sunday, September 7. This will impact the following:

* Refill requests will not be processed during this outage.
* The Prepaid Interactive Voice Response (IVR) menu will not be able to service customers during this outage.
* Usage information for FlexPay, kidConnect, and Take Control customers will not be available via #BAL#, #MIN#, or #MSG#.
* Usage balances will be updated.
* FlexPay, kidConnect, and Take Control customers will not be able to log into My T-Mobile to process refills and payments.
* Customers will still be able to make and receive calls during the outage.
* Theft Deterrent handsets at Wal-Mart and Target are currently being evaluated as to whether they will be sold. If they can't, the merchants will be notified by InComm.

Action Steps

Dealer and National Retail Locations That Normally Use WATSON

1. Verify customer's government-issued ID.
2. Complete manual Service Agreement for customer.
3. Process credit application:

* Dial 1-888-357-2146 from a touch tone.
* Enter 1 for English and 2 for Spanish, followed by the # sign
* Follow remaining automated prompts
* Access code = Dealer Code
* Password = Dealer Credit Check Password
* Enter customer's personal information (i.e. date of birth, SSN, home telephone number, etc.)

4. Record the credit approval reference number provided on the service agreement.
5. Advise customer of rate plan options based on credit response.
6. If the credit comes back FlexPay, inform the customer they qualified for our pay in advance service and since systems are down, we are unable to give them the amount owed for the first month of service. Apologize for the inconvenience, take their contact information and call them when systems are back up.
7. For standard post-paid customers, record on the service agreement the handset, rate plan, SIM, and IMEI.
8. Obtain customer's signature on the service agreement
9. Keep the customer copy of the agreement and ask the customer if they would prefer to have it mailed to them or if they would be willing to return to the location after the activation has been completed (next day)
10. Advise customers their service will be active within two to 24 hours from the time T-Mobile systems are restored, which will be no later than 4 p.m. PT on Sunday, September 7.
11. When systems are restored, process the activation through WATSON.
12. Customers who want EasyPay can sign up for EasyPay on MyT-Mobile since we do not want to keep their credit card information on file for their privacy. Customers will receive a text message with their new mobile number when service has been activated.
13. Complete the sale for the equipment in your POS system

Thank you for your patience as teams work to complete this year-long endeavor in bringing SunCom customers to become part of the T-Mobile family.