Virgin Mobile USA General Training Topics

Transcription

1 Virgin Mobile USA General Training Topics Exclusive Virgin Mobile iphone Discount: Customers will receive a discount of $5 off per month on any of Virgin Mobile s Beyond Talk plans IF they meet the following conditions: o Register payment vehicle (credit/debit card, PayPal account) w/ Monthly Auto Pay setting. Ensures uninterrupted service = premium No Contract Experience. o This discount will be available for iphone 4, 4S and 5 ONLY o In-store activations required o Note: Virgin Mobile customers on Beyond Talk Plans will be prompted to change plans to the iphone 5 Beyond Talk Plans which include LTE access. Monthly plans available for iphone 5 No Mobile Hotspot available on iphone 5. Hotspot will continue to be offered on the iphone 4 and 4S devices for an additional $15 per month (1 GB of additional data) 3-Way Calling service IS available on the Virgin Mobile iphone (4, 4S, and 5) Unlike other LTE phones to-date, Virgin Mobile iphone 5 devices will not have the UICC card preinserted. In order for the device to activate, the rep must insert the UICC card into the handset at the point of sale. o UICC cards are shipped/received separately from iphone inventory Customers who request a new or replacement UICC card should be referred to the Virgin Mobile Customer Care or you can call your Dealer Line to request the UICC card for your customer. o Note: the only reason a replacement card would be needed is in the case that a customer has removed their card and either lost or physically damaged it. These cards do not hold any customer data (contacts or otherwise) and there s no need to remove it from the handset.

2 HOW TO INSERT A UICC / SIM CARD Step Action 1 Locate the UICC tray on the right side of the device 2 Insert the UICC/SIM eject tool (included in the box) or the end of a small paperclip. Press firmly and push it straight in, until the tray pops out. Note: If the paper clip is too big, or too small, the tray may not pop out. Please locate and use the UICC/SIM eject tool. 3 Remove the ejector tool from the tray, and then pull the tray out of the device. 4 Remove UICC card from UICC/SIM card holder. 5 Insert the UICC card from the tray and carefully slide the UICC tray back into the device. Note: The angled corner of the UICC card ensures that it is oriented properly in the tray. 6 Press and hold the Power key to turn the phone on.

3 HOW TO ENTER THE UICC INFO IN PORTAL DURING ACTIVATION: During activation process you will need to enter the UICC Card info into the activation portal The ICCID is written on two locations: o On the UICC card holder (which is the size of a Credit Card) o On the removable UICC card Enter this information into the portal

4 CELLULAR ACTIVATION AND PROGRAMMING (UNBRICKING): Follow the steps below to activate and program iphone handsets that have never been activated or programmed with another number. Action Tell the customer that voic from their old phone will not transfer to the iphone. Customers should retrieve any important voic messages from the voic on their old phone. Tell the customer to turn off their old phone if they are swapping from a Virgin Mobile phone to an iphone. Complete the Activation or Phone Swap and Insert the UICC card into the iphone. Power the iphone on by pressing the power button on the top right. Unlock the handset. Select the desired Language then tap the blue arrow (Next) at upper right. Select Country or Region then tap Next.

5 To activate using a cellular connection, wait until the Connect to itunes button changes to Use Cellular Connection. This may take several minutes. NOTE: If Use Cellular Connection does not appear, ask the customer to relocate closer to a window. If the customer has access to their Wi-Fi network, they can connect to Wi-Fi. Tap Use Cellular Connection Activating your iphone will appear. Note: It may take a few minutes to activate your iphone. Tap Enable Location Services then select Next.

6 Choose option to setup iphone: If customer has not had an iphone previously: Select Set Up as New iphone to setup Then tap Next. If customer has a icloud backup of a previous iphone: Select Restore from icloud Backup. Enter Apple ID and Password then tap Next. If customer has an itunes backup of a previous iphone: Select Restore from itunes Backup then tap Next. Connect iphone to computer that has the itunes backup of pervious iphone and follow onscreen instructions from itunes. No Network Connection will be displayed. Select Continue. Customer can now Sign In with Apple ID or Create a Free Apple ID or skip this step. Note: If the customer does not have an Apple ID, tap Create a Free Apple ID and follow the prompts, or visit

7 If the customer skips Apple ID Sign in or Creation, they will receive this prompt. Select Skip to skip, or Back to return to the previous screen and set up an Apple ID. Select Agree to accept Terms and Conditions then tap Agree again. Siri options appear. Select Use Siri or Don't use Siri, as desired. Tap Next.

8 At the Diagnostics screen, select either Automatically Send or Don't Send then select Next. Tap Start Using iphone. Searching will appear briefly If an error message is displayed, click Try Again.

9 A "Waiting for Activation" message may appear. Select Dismiss. The "iphone was not activated" message may appear again. Select Dismiss. If "iphone is not Activated" error messages continue to appear, restart the iphone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. After about 30 seconds to 1 minute coverage bars and the Sprint icon appear in the upper-lefthand corner of the screen. If coverage bars do not appear, check the coverage map to verify the customer is in a coverage area. If they are not in a coverage area, they need to relocate to an area with coverage. If the customer is in a network coverage area, they should move closer to a window until they see coverage bars on the top left-hand corner. A message will be displayed: iphone is activated. Select Dismiss. The iphone is activated and ready to use. The final step is to update the Carrier settings from Sprint to Virgin. Click Settings > General > About NOTE: IMPORTANT STEP

10 A notification to update the Carrier Settings will appear. NOTE: It can take several minutes for this notification to appear. If the notification does not appear after 5 minutes, restart the iphone. Carrier Settings Update. New settings are available. Would you like to update them now? Click Update NOTE: If the customer selects Not Now, the device will not have the Virgin Mobile network Settings and will not have the Virgin Mobile My Account bookmark in the Safari browser. After the Carrier settings have been updated, Network will display Virgin Carrier will display Virgin Depending on the available coverage, the indicator in the upper left-hand corner will display coverage bars and: Virgin 0 1xRTT coverage Virgin 3G 3G EVDO coverage Virgin LTE 4G LTE coverage NOTE: It may take up to 5 minutes for data to be enabled on the device. Restart the iphone. Advise the customer that it Recommend that the customer set up their voice mail. Select Phone then Voice Mail and follow the instructions.

11 Wi-Fi ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iphone handsets that have never been activated or programmed with another number. Action Tell the customer that voic from their old phone will not transfer to the iphone. Customers should retrieve any important voic messages from the voic on their old phone. Tell the customer to turn off their old phone if they are swapping from a Virgin Mobile phone to an iphone. Complete the Activation or Phone Swap and Insert the UICC card into the iphone. Power the iphone on by pressing the power button on the top right. Unlock the handset. Select the desired Language then tap the blue arrow (Next) at upper right. Select Country or Region then tap Next.

12 To use Wi-Fi, tap a Wi-Fi network to connect to. NOTE: If no Wi-Fi is available, you can either activate through the Cellular network, or by connecting the iphone to a computer that has itunes installed and is connected to the Internet. If necessary, enter credentials to connect to the selected Wi-Fi network. Once connected to Wi-Fi Network, select Next at upper right. Activating your iphone will appear. Note: It may take a few minutes to activate your iphone.

13 Tap Enable Location Services then select Next. Choose option to setup iphone o If customer has not had an iphone previously: o Select Set Up as New iphone to setup then tap Next. If customer has a icloud backup of a previous iphone: Select Restore from icloud Backup. o Enter Apple ID and Password then tap Next. If customer has a itunes backup of a previous iphone: o Select Restore from itunes Backup then tap Next.. o Connect iphone to computer that has the itunes backup of pervious iphone and follow onscreen instructions from itunes. Customer can now Sign In with Apple ID or Create a Free Apple ID or skip this step.

14 If the customer skips Apple ID Sign in or Creation, they will receive this prompt. Select Skip to skip or Back to return to the previous screen and set up an Apple ID. Select Agree to accept Terms and Conditions then tap Agree again. Siri options appear. Select Use Siri or Don't use Siri, as desired. Click Next.

15 At the Diagnostics screen, select either Automatically Send or Don't Send then select Next. Select Start Using iphone. Searching appears in the upper left-hand corner of the screen. A "waiting for activation" message may appear. Select Dismiss.

16 An "iphone was not activated" message may appear. Select Try Again. If "iphone is not Activated" error messages continue to appear, restart the iphone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. iphone is activated will appear. Select Dismiss. If the iphone does not activate, check the coverage map to verify the customer is in a coverage area. If they are not in a coverage area, they need to relocate to an area with coverage. If the customer is in a network coverage area, they should move closer to a window until they see coverage bars on the top left-hand corner. Tap Settings > General > About. Network: Virgin Line: Sprint (only if on LTE) Version: (or later) Carrier: Virgin 14.1 (or later) Model: MD250LL/A, MD355LL/A, MD489LL/A, MD566LL/A, MD574LL/A or MD591LL/A Virgin will appear in the upper left-hand corner. Restart the iphone. Turn off Wi-Fi. NOTE: IMPORTANT STEP Tap Settings > Wi-Fi > slide the toggle from On to Off.

17 The iphone is activated and ready to use. Depending on the available coverage, the indicator in the upper left-hand corner will display coverage bars and: Virgin 0 1xRTT coverage Virgin 3G 3G EVDO coverage Virgin LTE 4G LTE coverage NOTE: It may take up to 5 minutes for data to be enabled on the device. Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions.

18 itunes ACTIVATION AND PROGRAMMING: Follow the steps below to activate an iphone handset that has never been activated or programmed with another number through itunes. Action Tell the customer that voic from their old phone will not transfer to the iphone. Customers should retrieve any important voic messages from the voic on their old phone. Tell the customer to turn off their old phone if they are swapping from a Virgin Mobile phone to an iphone. Complete the Activation or Phone Swap. If the iphone is powered off, turn it on by pressing the power button on the top right. Unlock the handset. Select the desired Language then tap the blue arrow (Next) at upper right. Select Country or Region then tap Next.

19 If it appears, select Connect to itunes Note: If Connect to Cellular appears, you can either activate through Cellular or, continue activation through itunes. If a confirmation message appears, select Continue. Connect the iphone via the USB cable to a computer with itunes and an Internet connection. Note: Connect to itunes may appear on the screen itunes launches on the computer. Welcome to your New iphone is displayed.

20 If the computer is connected to the Internet, a message appears to update the carrier settings. Click Update Settings or Download and Update. NOTE: The customer must click Update Settings or Download and Update to install the updated carrier settings. If the customer clicks Cancel, the device will not activate as a Virgin Mobile device. A confirmation message appears. Select OK. NOTE: In some cases, an error message will be displayed indicating that the activation failed. The user will be asked to Try again or Cancel. If the customer clicks Try again, the iphone 5 will power cycle. If this occurs, apologize to the customer. Disconnect the iphone from the computer. Guide the customer through either Cellular activation or Wi-Fi activation. If the customer has never had an iphone previously, itunes will prompt Get Started. The customer can complete these steps later. If the customer previously had an iphone, they will be prompted to Set up as new iphone or Restore from backup. The customer can complete these steps later.

21 Disconnect the iphone from itunes by unplugging the USB cable. If necessary, unlock the handset. Note: If the iphone is at the Wi-Fi screen, click Next and then Continue when prompted to Continue without Wi-Fi. Tap Enable Location Services then tap Next. If prompted, choose option to setup iphone: If customer has not had an iphone previously: Select Set Up as New iphone to setup Then tap Next. If customer has a icloud backup of a previous iphone: Select Restore from icloud Backup. Enter Apple ID and Password then tap Next. If customer has an itunes backup of a previous iphone: Select Restore from itunes Backup then tap Next. Connect iphone to computer that has the itunes backup of pervious iphone and follow onscreen instructions from itunes.

22 If prompted: Customer can now Sign In with Apple ID or Create a Free Apple ID or skip this step. Note: If the customer does not have an Apple ID, tap Create a Free Apple ID and follow the prompts, or visit If not prompted, go to Step 19 If the customer skips Apple ID Sign in or Creation, they will receive this prompt. Select Skip to skip, or Back to return to the previous screen and set up an Apple ID. Select Agree to accept Terms and Conditions then tap Agree again.

23 Siri options appear. Select Use Siri or Don't use Siri, as desired. select Next. At the Diagnostics screen, select either Automatically Send or Don't Send then select Next. Select Start Using iphone. Restart the iphone. Slide to Unlock the device

24 Waiting for Activation. This may take some time will appear. Tap Dismiss. After about 1-4 minutes, coverage bars and the Virgin icon appear in the upper-left-hand corner of the screen. If coverage bars do not appear, check the coverage map to verify the customer is in a coverage area. If they are not in a coverage area, they need to relocate to an area with coverage. If the customer is in a network coverage area, they should move closer to a window until they see coverage bars on the top lefthand corner. A message will be displayed: iphone is activated. Select Dismiss. The iphone is activated and ready to use. NOTE: Depending on the available network coverage, in the upper left-hand corner, the device will display: Virgin o 1xRTT coverage Virgin 3G 3G EVDO coverage Virgin LTE 4G LTE coverage Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions.

25 TROUBLE SHOOTING TIPS: If you ve gone through all the programming steps but the device is not displaying Virgin in the top left corner of the screen, restart the device by holding down the power button for 3 seconds, select "slide to power off", once off, then hold down power button to restart. Onscreen messaging should appear letting you know that the iphone has been activated, and Virgin should appear in the top left corner next to the service bars. Reprogramming a Previously Activated iphone o Turn on iphone by pressing and holding the Power button at top right of iphone o Complete a Network Update o How to do a Network Update Network Update Action Tap Phone. Tap Keypad if necessary. Enter ##873283# then tap Call.

26 When Starting Service Update screen appears, tap OK. When Service Update Complete appears, tap OK. The Radio will reset. When Virgin and coverage bars are displayed, the iphone update has completed. itunes Activation Failure NOTE: In some cases, an error message will be displayed indicating that the activation failed. The user will be asked to Try again or Cancel. If the customer clicks Try again, the iphone 5 will power cycle. If this occurs, apologize to the customer. Disconnect the iphone from the computer. Guide the customer through either Cellular activation or Wi-Fi activation.

27 Sprint Displayed as Network If the customer does not download the Carrier Settings update during activation, instead of Virgin, the device will display Sprint in the upper left-hand corner of the screen. Customer experience: Device will display Sprint 3G or Sprint LTE Unable to send/receive MMS Picture Messaging Sprint Bookmarks will appear in Safari Browser Virgin My Account Bookmark will not appear in Safari Browser To resolve, follow these steps to resolve. Resolve Sprint Displayed as Network Step Action 1 Select Settings > General > About 2 Carrier Settings Update will appear. Select Update. 3 The Carrier Settings update will be applied.

28 4 The Network will display Virgin. 5 Restart the iphone.

29 REPLACEMENT AND RETURNS: Returns: o DOA Units: Sales Associates should follow their normal authorized returns process with Sprint Prepaid Group of any defective units for proper approvals and credits. Dealer should work back with their Master Agent for proper authorization and Master Agents to follow current returns process to Brightpoint. Defective Unit Returns After Sale: o Please follow your dealer store normal returns policy for returns and standard policy for your Master Agent. Please direct all Warranty and AppleCare+ issues to Apple: Apple Store OR APL-CARE OR Replacements / SWAPS: o Units with AppleCare + (within store policy time frame and 30 days of Sale): o Please follow your dealer store normal replacement policy for normal handset replacements and standard policy for your Master Agent. o After completing the SWAP, contact Care to have AppleCare+ credited out for the defective unit. Units with AppleCare + (Unit post 30 days of sale): o Please direct all Warranty and AppleCare+ issues to Apple: APL-CARE OR OR Send customer to nearest Apple store