Device Protection

jvalent17

    Unable to swap Device Protection feature to a different phone number. What happens if customer decides to cancel the phone number where the feature was originally added to? How does EIP get transferred to a newly transferred number in this scenario?

      All replies

      • tmo_marissa

        Re: Device Protection

        Hey, jvalent17! You're correct -- PDP features are limited to the line that they've been added to originally -- they cover the line and whatever eligible device is being used by that number, not necessarily the EIP.
        The EIP situation is a little different -- on the same account, we can update the phone number the EIP is assigned to if necessary for correction purposes. To transfer an EIP to a new account, though, the line that the EIP is assigned to has to be moved there, and a new EIP contract for the balance is sent to the new owner to e-sign.
        These are interesting questions - can you tell me a little more about the situation you're in? I want to make sure I understand what you're asking so I know we're giving you all the info you need! Thanks, and welcome to our Community.

          • jvalent17

            Re: Device Protection

            Hello Marissa,

             

            Thanks for your response.

             

            My specific situation is that I have PHP on my current primary number that I would like to cancel. I have another line on my account that I would like to use as my primary number going forward. I am guessing if I was to cancel that original primary number and switch to start using the secondary number, I will be losing the PHP feature going forward.

             

            Could there be a work around for this? 

             

            Thanks!

            jvalent17

            • magenta6514509

              Re: Device Protection

              Hi Tmo Marrissa i am.having some what of a problem as well. I Purchased two note 8 at the same time.I added them.both to jump plan knowing they would have dwvice protection as well.From day one the one phone was being used on main line and the second note was being used on my wifes line that line was not originally the line that is was purchased on 8 months later i cancelled that original line the device was purchased on not knowing that that was going to cancel my device protection and jump features.I am.completely upset i have spoken to numerous people with no help if i would of known that was going to be an issue i would of cancelled the other line.Please help me resolve this issue.

            • tmo_marissa

              Re: Device Protection

              Hey, jvalent17! Thanks for explaining in a bit more detail. Off of the top of my head, the only potential resolution I can think of would be to cancel the number that you want to be the new primary, and then do something called a "request for an old number back" and ask to have it take over your current primary number. In that sense, the phone number would change to the number you want, but the line's PDP status would stay the same. The potential for issue here would come into play if you're in an area where numbers are in high demand. Sometimes numbers in a certain area code are snapped up super quickly in that sort of situation.

              We don't have a specific call-out for a workaround or exception process for this in our documentation that I can find, so my best recommendation would be to reach out to our T-Force team on social media - Twitter or Facebook -- and see if they have any suggestions for a way to make this work. Since PDP can only be added within 14 days of a qualifying event, I don't believe we'd be able to "move" the insurance -- so I'm wondering if there's a way to "move" the number instead.

                • jvalent17

                  Re: Device Protection

                  Hello Marissa,

                   

                  Thanks for your response. Now I have another question and I hope it won’t make things too confusing!!

                   

                  If I was to do a number back request for the old number I want, could I provide the representative with a different SIM card number to reinstate that old number that was cancelled so that it won’t be reactivated on the newly changed number?

                   

                  Thanks!

                  Jerry V.

                   

                  Sent from my iPhone

                    • tmo_marissa

                      Re: Device Protection

                      No -- you'd want it to take over the number, so you'd need to change the SIM out either before or after you ask to have the canceled secondary number take over the existing primary number, thereby becoming the primary and maintaining the PDP feature that's active on that line. If you reactivated the old number on a new SIM, you would just be adding the same second line back -- it still wouldn't have the PDP or the primary designation. It's not hard to change the line designation to primary account holder, but the goal here is to figure out a workaround that would allow you to have the number you want *with* insurance, right?

                       

                      I hope I'm understanding your question! Let me ask a follow-up -- what needs to happen with the current primary number? Is someone wanting to port it out to another carrier?

                       

                      *edited to clarify -- I still can't guarantee that the "request old number back" will accomplish this, we'd definitely need you to work with a team with account access who can review this -- I'm just trying to think outside of the box and maybe give you a solution, weird as it might be, to ask for when you reach out.